Customer Satisfaction Campaign

IMPORTANT INFORMATION

Please inform and provide a copy of this document to every person in your dealership with campaign-related responsibilities,

including Service, Parts and Accounting personnel. By law, dealers must correct, prior to delivery for sale or lease, any vehicle that

fails to comply with an applicable Federal Motor Vehicle Safety Standard or that contains a defect relating to motor vehicle safety.

If you have questions regarding this or any other campaign, please contact Warranty.

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 1 of 15

Customer Satisfaction Campaign

Code: 91i9

Subject: 2012 Model Year Volkswagen Vehicles with

RNS 510 Radio w/Navigation System

Radio Software Update

June 28, 2012

Revision Summary

Information for ordering additional CDs has changed.

Problem Description

Customer satisfaction issues with software level 2625 in the

RNS 510 radio w/ navigation system.

Corrective Action

Install new system software to address customer satisfaction

issues and add new features and functions.

IMPORTANT!

The new system software improves voice control accuracy,

but restricts voice control function to the telephone only.

Original voice control for functions like the radio, CD, etc,

can be reinstated through coding; however if this is done

there will be no improvement to voice control accuracy for

any function.

Please ensure that you have explained this to your

customer BEFORE performing this action.

VIN Ranges & Production Dates

NOTE:

• ElsaWeb is the only valid campaign inquiry/verification source.

Check ElsaWeb on the day the campaign work will be performed to

verify vehicle eligibility for the repair in order to receive claim

payment consideration. Campaign status must show “open”.

• If this repair appears to have already been performed, or if a

Campaign Completion label is present on the vehicle but the code

still shows open in ElsaWeb, contact Warranty before proceeding

further. Another dealer may have recently performed this repair but

not yet entered a claim for it in the system.

• ElsaWeb may also show additional open action(s); if so, inform

your customer - this work can be done while the vehicle is in for

this campaign.

• Contact Warranty if you have any questions.

U.S.A.

2012 Passat

1VW___A3_CC00025 - 1VW___A3_CC035941

Production date: January 25, 2011 – December 16, 2011

2012 Tiguan

WVG___AX_CW000017 - WVG___AX_CW545895

Production date: June 24, 2011 – November 28, 2011

2012 EOS

WVW___AH_CV005043 - WVW___AH_CV015486

Production date: May 26, 2011 – November 22, 2011

2012 CC

WVW___AN_CE511646 - WVW___AN_CE552626

Production date: May 23, 2011 – December 12, 2011

NOTE: The VIN range is a general range of vehicles that may be

included in the Campaign. Not every vehicle within the VIN range may

be included since it may depend on the production date, transmission

or engine build date. Always verify ElsaWeb for campaign eligibility on

a vehicle.

Allocation Report of Affected Vehicles

Electronic allocation lists will be posted under My Dealership

Reports on the VW Hub on or about April 10, 2012. A list will

not be posted for dealers who have no affected vehicles.

Parts Information and Allocation

• The software update for this action is done via CD. Two (2)

CDs (part number RNS510FLSH3690) have been shipped

to dealers along with technical bulletin #2027965.

• Additionally, an allocation of replacement RNS 510 radio

manuals will be sent to dealers prior to customer

notification.

After your initial allocation of radio manuals is depleted, they

may be ordered at no cost via the Compliance Label Ordering

Portal at www.vwhub.com

When placing your order for additional RNS 510 radio manual,

please ensure you are ordering the following part number:

122.5N6.N51.23

Replacement CDs can be ordered from the Volkswagen

Technical Literature Ordering Center at

www.vw.techliterature.com.

Owner Notification Mailing

On or about April 10, 2012 the customer mailing will take

place. Sample copies of the owner letters are enclosed.

Campaign Expiration Date

This action expires on April 30, 2014. Vehicles repaired under

this action must have the work completed on or before April

30, 2014 to be eligible for payment. Work performed after

April 30, 2014 will not be eligible for payment. Dealers

should keep this expiration date in mind when scheduling

customer repairs for this action.

Campaign Completion Labeling Guidelines

Vehicles repaired under this action must be identified with a

campaign completion label (part number CAMP 010 000).

Labels can be ordered at no cost online via the Compliance

Label Ordering portal at www.vwhub.com.

UNITED STATES ONLY

REVISION

SB-10045019-2141

The information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 2 of 15

Claim Entry Procedure

Immediately upon completion of the repair work, enter the Applicable Criteria ID and Repair Operation from the following

chart. The Applicable Criteria ID is shown in ElsaWeb. Claims will only be paid for vehicles that show this campaign

open in ElsaWeb on the day of the repair. To help ensure prompt and proper payment, attach the screen print to the

repair order.

Saga Claim Entry Procedure

Check ElsaWeb to determine if this campaign is open.

Service No.: 91i9

Damage Code: 0099

Parts Manufacturer

Removed part: Use vendor code WWO

Sold vehicle = 7 10

Unsold vehicle = 7 90

Accounting Instructions

Criteria 01 or criteria 02

Check RNS 510 software, updated software present, no further work required

Repair operation: 0183 00 99 10 T.U.

-OR-

Update RNS 510 software and install new RNS 510 radio manual

Repair operation: 9112 25 99 90 T.U.

Note: Do not claim radio manual on the SAGA claim. They were allocated to dealers

free of charge. Additional manuals are available free of charge via the Compliance

Label Ordering Portal.

There is NO reimbursement for Vehicle Wash or Loaner

If customer refused repairs

Fax the Repair Order to the warranty team at (248) 754-4734). Provide the VIN, applicable Service

Number, Customer information, Dealer number and date.

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 3 of 15

Customer Letter Example (United States)

Vehicle Identification Number (VIN): <VIN>

Subject: Customer Satisfaction Campaign 91i9/V9

Radio Software Update

2012 Model Year Volkswagen Vehicles with RNS 510 Radio w/ Navigation

Dear Volkswagen Owner:

As part of Volkswagen’s ongoing commitment to customer satisfaction and vehicle reliability, we are writing to let you

know about a free-of-charge software update that is available for the RNS 510 radio in your vehicle.

What are the benefits of this software update?

The new system software addresses some customer satisfaction issues, and adds new features and functions, such as:

• Addition of SiriusXM Travel Link® capability (please contact SiriusXM for subscription information. Adding

TravelLink® to your satellite radio subscription can only be done after the three-month free satellite radio trial period has

ended)

• Addition of channel art to the radio display

• Optimized touch screen performance

• Provides improved voice control accuracy for telephone function (if desired)

IMPORTANT!

The new system software improves voice control accuracy, but restricts voice control function to the telephone only.

Original voice control functions like the radio, CD, etc can be reinstated through coding; however if this is done there will

be no improvement to voice control accuracy for any function. Please let your dealer know if you would like the original or

improved voice control feature (as described above) when you bring your vehicle in for this service.

What We Would Like You to Do

Please contact your authorized Volkswagen dealer to schedule a service appointment at your convenience. This work will

take less than two hours and, as mentioned above, will be performed for you free of charge. Please keep in mind that, due

to your dealer’s daily workshop schedule, the time required to perform this service may vary slightly.

Customer Satisfaction Campaign Expiration Date

This action will be available until April 30, 2014. After this date, dealers will not be able to perform this work for you free of

charge.

Lease Vehicles

If you are the lessor and registered owner of the vehicle identified in this action, please forward this information via first-

class mail to the lessee within ten (10) days of receipt of this notification.

Have You Changed Your Address Or Sold The Vehicle?

If you have, please fill out the enclosed prepaid Owner Reply card and mail it to us so we can update our records.

Service Help from Us

If your authorized Volkswagen dealer fails or is unable to complete this work free of charge within a reasonable time,

please call or write to:

Volkswagen of America, Inc.

Attn: Customer CARE Center (91i9/V9)

3800 Hamlin Road

Auburn Hills, MI 48326

1-800-893-5298

We also invite you to visit our website at www.vw.com, where you can check to see if this or any other action may be

open on your vehicle.

We apologize for any inconvenience this may cause; however we are taking this action to help ensure your continued

satisfaction with your vehicle. Thank you for driving a Volkswagen!

Sincerely,

Volkswagen Service & Quality

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 4 of 15

Campaign Work Procedure 91i9 Customer Satisfaction Campaign

If there are questions regarding the work procedure, contact Warranty

Required Parts:

Quantity

Part Number

Part Description

1 122.5N6.N51.23 RNS 510 radio manual

1 CAMP 010 000 Campaign Completion Label

Required Tools:

• VAS 6150 Laptop Diagnostic Unit, VAS

5051B, or VAS 5052/A

• INC-940 – Battery Charger or equivalent

• RNS510FLSH3690 – Navigation Flash CD

Tip: This flash CD was previously

shipped to support Technical

Bulletin 2027965.

Additional copies of the

Update - Programming CD

may be ordered from

Volkswagen Technical

Literature Ordering Center at

www.vw.techliterature.com.

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 5 of 15

Work Procedure:

Tip: If Campaign Completion label is

present, no further work required

Section A – Identify Criteria and Check for

Open Status

⇐ Enter the VIN in ElsaWeb and

proceed to the “Campaign/Action”

screen

Tip: On the date of repair, print this

screen and keep a copy with the

repair order

⇐ Ensure that the Status is “Open”

• Note the Applicable Criteria ID

<arrow 1> for use in determining the

correct work to be done and

corresponding parts associated

Note: Work procedure is the same for

criteria 01 and 02 vehicles

Section B – Check RNS 510 Software

Note: If UPDATE 91i2 is open, please

perform the software update

portion of that action prior to

continuing with the 91i9

procedure.

It is critical that software 2902 is

contained in the telephone

Bluetooth module (AW77) prior

to beginning the update for the

RNS510 radio.

• Perform all other “Open” Updates or

Campaigns prior to beginning this

procedure

• Switch RNS 510 unit ON

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 6 of 15

• Press and hold the Setup key for 10

seconds

• Press Version Info

⇐ Check SW-Version <arrow>

o If SW-Version <arrow> is 3690 or

higher, no update is necessary,

continue to Section H

o If SW-Version <arrow> is 2625 or

3680,

continue to Section C

Tip: If SW-Version <arrow> is

3680, continue to update

software to 3690 however the

coding steps (Sections D-F)

and a new radio manual

(Section G) are not

necessary.

Section C – Update RNS 510 Software

Note: The new system software

improves voice control accuracy,

but restricts voice control

function to the telephone only.

Original voice control function

can be reinstated through

coding; however if this is done

there will be no improvement to

voice control accuracy.

Please ensure that you have

explained this to your customer

BEFORE performing this action.

Tip: For faster operation of the RNS

510, deactivate the touch tone

sound. This setting can be found

by pressing the “SETUP” button,

then selecting Display  Touch

Screen Tone.

• Connect Midtronics InCharge 940

(INC 940) tester/charger to battery

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 7 of 15

Tip: It is considered normal for the

screen to go blank several times

during the update programming

process.

Tip: If an error due to “Amp clamp

State” appears, remove the key.

If vehicle is equipped with Kessy,

move key(s) away from vehicle.

Tip: Even though this update does

not erase the radio settings, it is

recommended to save customer

radio settings/presets prior to

updating radio software.

• Remove any disc(s) from the radio

• Remove key from the ignition and

move key(s) away from vehicle if

equipped with KESSY

• Turn radio on

Tip: This update operates without

15 power, therefore keys

must be removed from the

ignition and moved away

from vehicle if equipped with

KESSY

⇐ Insert programming CD part number

(RNS510FLSH3690) into the radio

and observe that the display screen

reads “Software Download – Source

activated, searching for SWL Image”

Tip: If a CD error is displayed and

remains more than 5

seconds, remove the CD and

reinstall.

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 8 of 15

⇐ Read information, then touch “OK” to

begin the update

Tip: Information stored on the

hard drive and the presets

should NOT be lost during

this update.

⇐ Read information, then touch “OK” to

proceed with the update

Tip: The “Software Loading

Status” screen <pictured left>

will display the update

progress. Disregard the

timer on the lower right side

of the navigation screen.

Note: DO NOT cancel the update

until complete. DO NOT

start the engine.

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 9 of 15

Tip: If extended delays (e.g. +10

minutes) occur, press

Eject+Star+Guide buttons

<circles> at the same time to

restart the software update.

⇐ Allow software update to continue

until “SWL SUCCESS” appears, then

follow on-screen instructions

• Remove the CD and press the power

button

Tip: The system will automatically

restart and the screen may flicker

or go blank for several minutes.

• Continue to Section D

Section D – RNS 510 Coding

Note: The new system software

improves voice control accuracy,

but restricts voice control

function to the telephone only.

Original voice control function

can be reinstated through

coding; however if this is done

there will be no improvement to

voice control accuracy.

Please ensure that you have

explained this to your customer

BEFORE performing this action.

• Check for customer authorization to

remove full voice control prior to

coding:

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 10 of 15

o If customer declines removal of

full voice control, no coding is

necessary,

continue to Section G

o If customer accepts removal of full

voice control, continue coding

procedure

• Connect VAS tester to vehicle and

turn the key ON

• Select: Vehicle Self Diagnosis

• Select: On Board Diagnostic (OBD)

• Select: 37 – Navigation

⇐ Select: 008 – Coding (Service $22)

<arrow>

• Select: Master

⇐ Highlight byte 7 <arrow>

• Enter the new coding as listed below

based on the current coding from byte

o $84 => Enter “86”

o $94 => Enter “96”

o $A4 => Enter “A6”

• Select “Q”, then forward arrow

• Select “OK” to confirm coding

• Return to Vehicle Self Diagnosis

home screen

• Continue to Section E

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 11 of 15

Section E – Reset RNS 510

• Switch ON the RNS 510

⇐ Press and release both of the track

change buttons (upper left) along with

the star key (upper right)

Tip: This reboot is required for

coding changes to take

effect. The unit will take a few

minutes to reboot once the

three buttons <rectangles>

are pressed/released.

• Continue to Section F

Section F – Coding External UHV

(Bluetooth®) Module

• Select: Vehicle Self Diagnosis

• Select: On Board Diagnostic (OBD)

⇐ Select: 77 – Telephone <arrow>

⇐ Select: 009 – Coding <arrow>

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 12 of 15

• Select: Master

⇐ Select: 009.01 Binary coding

<arrow>

• Select the Forward arrow as a check

digit is not required

⇐ Highlight byte 1 <arrow>

• Enter the value “10” and press “Q”

• Select forward arrow to confirm

coding

• Exit Vehicle Self Diagnosis

• Cycle the key for the coding changes

to be completed

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 13 of 15

⇐ Verify the repair by turning the radio

on and selecting the “Star” button

<arrow>

o A message that “Route Guidance

not Active” should appear if

changes were accepted

• Select the “Push-to-talk” button on the

steering wheel or overhead assembly

o Voice recognition for telephone

should activate if changes were

accepted

• Repeat any necessary steps if

changes were not accepted

Tip: Phone pairing settings

should not have been

deleted, however please

assist customer with pairing

their telephone if necessary.

See Appendix A for pairing

phone. This information can

be provided to the customer

as a courtesy.

• Remove VAS device and battery

charger from vehicle

• Continue to Section G

Section G – Install New RNS 510 Radio

Manual(s)

• If customer accepted removal of full

voice recognition (coding changes),

remove original RNS 510 Radio

Manual and discard

• If customer declined removal of full

voice recognition changes, leave

original RNS 510 Radio Manual(s) in

vehicle

• Install new RNS 510 Radio Manual as

follows:

Part number

122.5N6.N51.23

• Continue to Section H

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 14 of 15

Section H – Campaign Completion Label

Install Campaign Completion Label

• Open hood

⇐ Fill out and affix Campaign Completion

label, part number CAMP 010 000, next to

the vehicle emission control information

label

• Close hood

ALL WORK IS COMPLETE

Campaign

Completion

SAGA CODE:

DLR #:

REPAIR DATE:

CAMP

010 000

Tip: Ensure Campaign Completion label

does not cover any existing label(s)

The repair information in this document is intended for use only by skilled technicians who have the proper tools, equipment and training to correctly and safely maintain your vehicle. These

procedures are not intended to be attempted by “do-it-yourselfers,” and you should not assume this document applies to your vehicle, or that your vehicle has the condition described. To

June 2012 91i9/V9 Page 15 of 15

Appendix A – Quick Tips for Phone Pairing

Quick Guide instructions for pairing your phone with your vehicle

If you need assistance with phone pairing, please consult your VW Service Advisor. Otherwise, follow the

steps below:

1. Make sure the vehicle is stationary.

2. Make sure the cell phone has Bluetooth enabled.

3. Turn on the ignition. The Bluetooth feature goes into “discovery” mode for three minutes.

4. From the Bluetooth menu on your phone, search for new devices.

5. Your cell phone should offer a list of devices for you to choose from. Select the device “VW

Phone”

6. Enter the password “0000” into the phone. The phone should be connected to the Bluetooth

system.

7. If prompted to allow vehicle access to the phone book on your phone, you may allow this access at

this time.

8. If prompted by the phone to set as a trusted device, select “yes”. This will enable the phone to

automatically reconnect when Bluetooth on your phone is enabled and when vehicle is in

operation.

Note:

If you are trying to start the pairing process after the Bluetooth feature has finished its

"discovery" mode: press the Bluetooth button on the center console over your head to

make the vehicle visible to your phone (car must be stationary).