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Customer Letter Example (USA)NHTSA: 16V913Subject:Safety Recall 45F2 - ABS Control Module SoftwareCertain 2009-2010 Model Year Volkswagen VehiclesDear Volkswagen Owner,This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Volkswagen has decidedthat a defect, which relates to motor vehicle safety, exists in certain 2009-2010 model year Volkswagen vehicles. Ourrecords show that you are the owner of a vehicle affected by this action.What is the issue?What will we do?On certain vehicles, a fault within the antilock brake system (ABS) may cause the moduleto fail during ABS and/or electronic stability control (ESC) activation. This will causewarning lights for ABS, brake and the ESC systems to illuminate. If this happens, thebrake system related vehicle stabilizing functions (ABS/ESC) may not be available,increasing the risk of a loss of vehicle control and could lead to a crash causing injuryand/or property damage.To help correct this defect, your authorized Volkswagen dealer will update the ABS controlmodule software with improved diagnostic capability to detect insufficient PCU groundconnection. ABS modules with insufficient ground connections will be replaced. Thesoftware update will take less than an hour to complete; if the ABS module requiresreplacement, this work can take up to a full day to complete. The recall repair will beperformed for you free of charge.Should there ever be an issue with the ABS control module after the new software isinstalled, an authorized Volkswagen dealer will cover replacement of the ABS controlmodule if certain, specific fault codes are present at the time of diagnosis.Please be aware that other conditions (unrelated to the issue described in this letter) maycause the ABS system warning light in your vehicle to illuminate. Customers should beprepared to cover diagnosis and repair costs associated with these other, unrelatedconditions.What should you do?Please contact your authorized Volkswagen dealer without delay to schedule this recallrepair. For your convenience, you can also visit www.vw.com and click on the “Owners”link to locate a dealer near you and schedule this service online.Precautions you shouldtakeIf the ABS/ESC and/or brake system warning lights illuminate at any time while driving,or if any of the lights have been illuminated and then turn off after an ignition key cycle,contact the nearest authorized Volkswagen dealer to have your vehicle inspected.Lease vehicles andaddress changesEnsure all vehicle drivers have read the vehicle owner’s manual so they are familiar withhow the ABS, ESC and vehicle brake systems and associated warning lights work.If you are the lessor and registered owner of the vehicle identified in this action, the lawrequires you to forward this letter immediately via first-class mail to the lessee within ten(10) days of receipt. If you have changed your address or sold the vehicle, please fill outthe enclosed prepaid Owner Reply card and mail it to us so we can update our records.Reimbursement ofExpensesIf you have previously paid for repairs relating to the condition described in this letter,please refer to the enclosed form that explains how to request reimbursement.Can we assist youfurther?If your authorized Volkswagen dealer fails or is unable to complete this work free ofcharge within a reasonable time, or if you should have any questions about thiscommunication, please reach out to us using your preferred method of communication atwww.vw.com/contact or by calling 1 800-893-5298. Our phone team is available Mondaythrough Friday from 8AM to 10PM EST and Saturday from 9AM to 5PM EST.Checking your vehiclefor open Recalls andService CampaignsTo check your vehicle’s eligibility for repair under this or any other recall/servicecampaign, please click on the Look Up Recalls link at www.vw.com and enter yourVehicle Identification Number (VIN) into the Recall/Service Campaign Lookup tool.If you still cannot obtain satisfaction, you may file a complaint with: The Administrator, National Highway Traffic SafetyAdministration, 1200 New Jersey Avenue, SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at 1888-327-4236 (TTY: 1-800-424-9153); or go to http://www.safercar.gov.We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your safetyand continued satisfaction with your vehicle.Sincerely,Volkswagen Customer ProtectionThe 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. Theseprocedures 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. Todetermine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.March 201745F2 Page 5 of 59

Customer Letter Example (CANADA)Subject:Safety Recall 45F2 - ABS Control Module SoftwareCertain 2009-2010 Model Year Volkswagen VehiclesDear Volkswagen Owner,This notice is sent to you in accordance with the requirements of the Motor Vehicle Safety Act. Volkswagen has decidedthat a defect, which relates to motor vehicle safety, exists in certain 2009-2010 model year Volkswagen vehicles. Ourrecords show that you are the owner of a vehicle affected by this action.What is the issue?On certain vehicles, a fault within the antilock brake system (ABS) may cause the moduleto fail during ABS and/or electronic stability control (ESC) activation. This will causewarning lights for ABS, brake and the ESC systems to illuminate. If this happens, thebrake system related vehicle stabilizing functions (ABS/ESC) may not be available,increasing the risk of a loss of vehicle control and could lead to a crash causing injuryand/or property damage.What will we do?To help correct this defect, your authorized Volkswagen dealer will update To help correctthis defect, your authorized Volkswagen dealer will update the ABS control modulesoftware with improved diagnostic capability to detect insufficient PCU groundconnection. ABS modules with insufficient ground connections will be replaced. Thesoftware update will take less than an hour to complete; if the ABS module requiresreplacement, this work can take up to a full day to complete. The recall repair will beperformed for you free of charge.Should there ever be an issue with the ABS control module after the new software isinstalled, an authorized Volkswagen dealer will cover replacement of the ABS controlmodule if certain, specific fault codes are present at the time of diagnosis.Please be aware that other conditions (unrelated to the issue described in this letter) maycause the ABS system warning light in your vehicle to illuminate. Customers should beprepared to cover diagnosis and repair costs associated with these other, unrelatedconditions.What should you do?Please contact your authorized Volkswagen dealer without delay to schedule this recallrepair.Precautions you shouldtakeIf the ABS/ESC and/or brake system warning lights illuminate at any time while driving,or if any of the lights have been illuminated and then turn off after an ignition key cycle,contact the nearest authorized Volkswagen dealer to have your vehicle inspected.Ensure all vehicle drivers have read the vehicle owner’s manual so they are familiar withhow the ABS, ESC and vehicle brake systems and associated warning lights work.Lease vehicles andaddress changesIf you are the lessor and registered owner of the vehicle identified in this action, the lawrequires you to forward this letter immediately via first-class mail to the lessee within ten(10) days of receipt. If you have changed your address or sold the vehicle, please fill outthe enclosed prepaid Owner Reply card and mail it to us so we can update our records.Reimbursement ofExpensesIf you have previously paid for repairs relating to the condition described in this letter,please refer to the enclosed form that explains how to request reimbursement.Can we assist youfurther?If your authorized Volkswagen dealer fails or is unable to complete this work free of chargewithin a reasonable time, please contact Customer Relations, Monday through Fridayfrom 8AM to 8PM EST by phone at 1-800-822-8987 or via our “Contact Us” page atwww.vw.ca.We apologize for any inconvenience this matter may cause; however we are taking this action to help ensure your safetyand continued satisfaction with your vehicle.Sincerely,Volkswagen Customer ProtectionThe 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. Theseprocedures 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. Todetermine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.March 201745F2 Page 6 of 59

Campaign Work Procedure45F2 Safety RecallWARNINGRisk of injury. Refer to “Warning and Safety Precautions”, found in Appendix A at the end of this document.CAUTIONRefer to “Antilock Brake System (ABS) Repair Information”, found in Appendix B at the end of this document.NOTE Damages resulting from improper repair or failure to follow these work instructions are the dealer’sresponsibility and are not eligible for reimbursement under this action. This procedure must be read in its entirety prior to performing the repair. Due to variations in vehicle equipment and options, the steps/illustrations in this work procedure may notidentically match all affected vehicles. Diagnosis and repair of any faults stored in the ABS Control Module other than the faults listed in the circularwill not be covered under this Campaign.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. Theseprocedures 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. Todetermine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.March 201745F2 Page 7 of 59

Repair InstructionSection A - Check for Previous RepairTIPIf Campaign Completion label is present, no further work is required. Enter the VIN in Elsa and proceed to the“Campaign/Action” screen.TIPOn the date of repair, print this screen and keep a copywith the repair order. Confirm the Campaign/Action is open arrow 1 .If the status is closed, no further work is required.oNote the Applicable Criteria ID arrow 2 for usein determining the correct work to be done andcorresponding parts associated.Proceed to Section BThe 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. Theseprocedures 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. Todetermine whether this information applies, contact an authorized Volkswagen dealer. 2017 Volkswagen Group of America, Inc. and Volkswagen Canada. All Rights Reserved.March 201745F2 Page 8 of 59

Section B – Repair ProcedureNOTEPrior to launching the VAS Diagnostic Tester and starting an update, ensure the following conditions aremet;The battery charger is connected to the vehicle battery and remains connected for the duration ofthe software update. Battery voltage must remain above 12.6 volts for the duration of the software update. Failure todo so may cause the update to fail, which could result in damage to

Additional Information Please alert everyone in your dealership about this action, including Sales, Service, Parts and Accounting personnel. Contact Warranty if you have any questions. IMPORTANT REMINDER ON VEHICLES AFFECTED BY SAFETY & COMPLIANCE RECALLSFile Size: 1MB