Customer Satisfaction Campaign Code: 91W4

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

September 2019

91W4 Page 1 of 11

Customer Satisfaction Campaign

Code: 91W4

Subject Performance Monitor

Release Date

September 13, 2019

Affected Vehicles

Country Model Year Vehicle

USA

2019

GOLF R GP

CAN

2019

GOLF R GP

Check Campaigns/Actions screen in Elsa on the day of repair to verify that a VIN qualifies for repair under this

action. Elsa is the only valid campaign inquiry & verification source.

 Campaign status must show “open.”

 If Elsa shows other open action(s), inform your customer so that the work can also be completed at

the same time the vehicle is in the workshop for this campaign.

Problem Description

The Performance Monitor was not activated for certain 2019 model year Volkswagen Golf R

vehicles.

Corrective Action

Enable the Performance Monitor feature.

Parts Information

No parts needed.

Code Visibility

On or about September 13 2019, affected vehicles will be listed on the Inventory Vehicle Open

Campaign Action report under My Dealership Reports (found on www.vwhub.com

& OMD Web).

A list will not be posted for dealers who do not have any affected vehicles.

On or about September 13, 2019, this campaign code will show open on affected vehicles in

Elsa.

On or about September 13, 2019, affected vehicles will be identified with this campaign code in

the VIN Lookup tool at www.vw.com

Owner Notification

Owner notification will take place in September 2019. Owner letter examples are included in this

bulletin for your reference.

Campaign Expiration

Date

This campaign expires on December 31, 2022. Repairs must be performed on or before this

date to be eligible for payment. Keep this expiration date in mind when scheduling customers

for this action. If a customer wishes to have this service performed after the expiration date, your

dealerships normal costs associated with this repair will apply.

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.

Dealers must ensure that every affected inventory vehicle has this campaign completed before

delivery to consumers.

Fill out and affix Campaign Completion Label (CAMP 010 000) after work is complete.

Labels can be ordered at no cost via the Compliance Label Ordering portal at www.vwhub.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

September 2019 91W4 Page 2 of 11

Claim Entry Instructions

After campaign has been completed, enter claim as soon as possible to help prevent work from being duplicated

elsewhere. Attach the Elsa screen print showing action open on the day of repair to the repair order.

If customer refused campaign work:

 U.S. dealers: Submit request via WISE under the Campaigns/Update/Recall Closure option.

 Canada dealers: Upload the repair order [signed by customer] to Volkswagen WIN/Operations/Campaign

Closure.

Service Number

91W4

Damage Code

0099

Parts Vendor Code

WWO

Claim Type

Sold vehicle: 7 10

Unsold vehicle: 7 90

Causal Indicator

Mark labor as causal*

Vehicle Wash/Loaner

Do not claim wash/loaner under this action

U.S.A.: Loaner/rental coverage

cannot be claimed under this action. However,

loaner/rental may be covered under the mobility program. Please refer to section 3.30

in the Volkswagen Warranty Policy and Procedures Manual for loaner claims

information and reimbursement details.

Canada: Lo

aner/rental coverage cannot be claimed under this action. Please refer to t

Volkswagen Service Loaner Program to determine loaner eligibility.

Criteria I.D.

Connect battery charger

Labor operation: 2706 89 50 10 T.U.

-AND-

Enable Performance Monitor

Labor operation: 9193 25 99* Time stated on diagnostic protocol

(Max 40 T.U.)

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

September 2019 91W4 Page 3 of 11

Customer Letter Example (USA)

This notice applies to your vehicle: <VIN>

Subject: Customer Satisfaction Campaign 91W4 - Performance Monitor

Certain 2019 Model Year Volkswagen Golf R Vehicles

Dear Volkswagen Owner,

As part of Volkswagen's ongoing commitment to customer satisfaction, we are informing you of our decision to

conduct a customer satisfaction campaign on certain 2019 model year Volkswagen Golf R vehicles. Our records

show that you are the owner of a vehicle affected by this action.

What is the issue?

The Performance Monitor was not activated for certain 2019 model year Volkswagen

Golf R vehicles. Please see your vehicle owner’s manual for more information on this

feature.

What will we do?

Your authorized Volkswagen dealer will enable the Performance Monitor feature. This

work will take less than an hour to complete and will be performed for you free of

charge. Please keep in mind that your dealer may need additional time for the

preparation of the repair, as well as to accommodate their daily workshop schedule.

What should you do?

Please contact your authorized Volkswagen dealer as soon as possible to schedule

this service. To set up an appointment online, please visit www.vw.com/find-a-dealer

This customer satisfaction campaign will be available for you free of charge only until

December 31, 2022. If you wish to have this service performed after that date, your

dealer’s normal costs associated with this repair will apply.

Lease vehicles and

address changes

If you are the lessor and registered owner of the vehicle identified in this action, please

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 out the

enclosed prepaid Owner Reply card and mail it to us so we can update our records.

Can we assist you

further?

If your authorized Volkswagen dealer fails or is unable to complete this work free of

charge within a reasonable time, or if you should have any questions about this

communication, please reach out to us using your preferred method of communication

at www.vw.com/contact or by calling us at 800-893-5298.

Checking your vehicle

for open Recalls and

Service Campaigns

To check your vehicle’s eligibility for repair under this or any other recall/service

campaign, please visit www.vw.com

/owners/recalls and enter your Vehicle

Identification Number (VIN) into the Recall/Service Campaign Lookup tool.

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

vehicle continues to meet and exceed your expectations.

Sincerely,

Volkswagen Customer Protection

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

September 2019 91W4 Page 4 of 11

Customer Letter Example (CANADA)

This notice applies to your vehicle: <VIN>

Subject: Customer Satisfaction Campaign 91W4 - Performance Monitor

Certain 2019 Model Year Volkswagen Golf R Vehicles

Dear Volkswagen Owner,

As part of Volkswagen's ongoing commitment to customer satisfaction, we are informing you of our decision to

conduct a customer satisfaction campaign on certain 2019 model year Volkswagen Golf R vehicles. Our records

show that you are the owner of a vehicle affected by this action.

What is the issue?

The Performance Monitor was not activated for certain 2019 model year Volkswagen

Golf R vehicles. Please see your vehicle owner’s manual for more information on this

feature.

What will we do?

Your authorized Volkswagen dealer will enable the Performance Monitor feature. This

work will take less than an hour to complete and will be performed for you free of

charge. Please keep in mind that your dealer may need additional time for the

preparation of the repair, as well as to accommodate their daily workshop schedule.

What should you do?

Please contact your authorized Volkswagen dealer as soon as possible to schedule

this service.

This customer satisfaction campaign will be available for you free of charge only until

December 31, 2022. If you wish to have this service performed after that date, your

dealer’s normal costs associated with this repair will apply.

Lease vehicles and

address changes

If you are the lessor and registered owner of the vehicle identified in this action, please

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 out the

enclosed prepaid Owner Reply card and mail it to us so we can update our records.

Can we assist you

further?

If your authorized Volkswagen dealer fails or is unable to complete this work free of

charge within a reasonable time, please contact Customer Relations, Monday through

Friday from 8AM to 8PM EST by phone at 1-800-822-8987 or via our “Contact Us”

page at

www.vw.ca.

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

vehicle continues to meet and exceed your expectations.

Sincerely,

Volkswagen Customer Protection

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

September 2019 91W4 Page 5 of 11

Campaign Work Procedure 91W4 Customer Satisfaction Action

NOTE

• Damages resulting from improper repair or failure to follow these work instructions are the dealer’s

responsibility and are not eligible for reimbursement under this action.

• Diagnosis and repair of pre-existing conditions in the vehicle are not covered under this action.

Required Tools

Battery Tester/Charger

- GRX3000VAS-

(or equivalent)

Diagnostic Tester

-VAS6150X/VAS6160-

(or equivalent)

Repair Instruction

Section A - Check for Previous Repair

TIP

If Campaign Completion label is present, no further work is required.

• Enter the VIN in Elsa

and proceed to the

“Campaign/Action” screen.

TIP

On the date of repair, print this screen and keep a copy

with the repair order.

• Confirm the Campaign/Action is open <arrow 1>.

If the status is closed, no further work is required.

• Note the Applicable Criteria ID <arrow 2> for use

in determining the correct work to be done and

corresponding parts associated.

• All Safety Recalls MUST be completed before

starting this Campaign.

Proceed to Section B.

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

September 2019 91W4 Page 6 of 11

Section B – Obtaining a SWaP key

• A VTA WEB ticket <arrow> must be created to obtain a SWaP key activation code to activate the

Performance Monitor feature.

• When creating the WEB ticket, be sure to enter a contact phone number at the bottom of the Technician’s

Questionnaire.

• After the VTA Technical Consultant reviews the vehicle information, the WEB ticket will be updated with

the following information that will be entered during the test plan:

o Activation code

o Activation number

o Activation PIN

• Once the WEB ticket is updated with the necessary information, Proceed to Section C.

TIP

SWaP keys provided by the helpline ca

n only be used on the VIN they have been provided for. Once they have

been used they cannot be used again.

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

September 2019 91W4 Page 7 of 11

Section C – Activating Performance Monitor Feature

NOTE

Prior to launching the VAS Diagnostic Tester and starting an update, ensure the following conditions are

met;

The ODIS software is completely up to date.

• Refer to the “Alerts” section on ServiceNet home page for the current ODIS version.

The battery charger is connected to the vehicle battery and remains connected for the duration of

the software update.

• Battery voltage must remain above 12.5 volts for the duration of the software update. Failure to

do so may cause the update to fail, which could result in damage to the control module. Control

modules damaged by insufficient voltage will not be covered.

The screen saver and power saving settings are off.

• Failure to do so may result in the tester entering power save mode during the software update,

which could result in damage to the control module.

The VAS Diagnostic Tester is plugged in using the supplied power adapters.

• Under no circumstances should the tester be used on battery power alone during the software

update. Failure to do so may result in the tester powering off during the update, which could

result in damage to the control module.

If using a Bluetooth transmitter head, it is connected to the tester with a USB cable.

• Performing a software update using a Bluetooth connection increases the risk of losing

connection during the update, which could result in damage to the control module.

It also greatly increases the time required to perform the update. Requests for additional time

or parts will be denied if the GFF log shows the update was performed using Bluetooth.

The Bluetooth function of the scan tool is physically switched off <see pictures below>.

VAS 6150 & VAS 6150A

(Front panel behind handle)

VAS 6150B

(Right side behind WIRELESS door)

VAS 6150C/D

(Left side behind SC/EX door)

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

September 2019 91W4 Page 8 of 11

WARNING

Radiator Fan(s) may cycle ON high speed during the Update Process! There is a serious risk that personal injury

may result if contact is made with spinning fan blades. Keep hands and all objects away from Radiator Fan(s) during

Update Process!

TIP

To Update-Programming using SVM, review and follow instructions in Technical Bulletin 2014603: Software

Version Management (SVM) Operating Instructions.

The SVM Process must be completed in its entirety so the database receives the update confirmation response. A

warranty claim may not be reimbursed if there is no confirmation response to support the claim.

• Open the hood.

• Open the battery cover.

• Switch the ignition on.

• Apply the parking brake.

• Switch off all consumers (headlights, heated

seats, climate control, etc.).

• Connect the VAS6150X/VAS6160X Diagnostic

Tester to the vehicle.

• Start the ODIS program.

•

Attach the GRX3000VAS Tester/Charger (or

equivalent) to the vehicle battery.

NOTE

Vehicles with Battery Monitoring Control Module

-J367- and/or an EFB Battery:

When connecting the charger to the battery, connect

the positive cable to the positive terminal of the

battery and connect the negative cable to the

grounding lug on the chassis. DO NOT connect the

ground cable directly to negative terminal of the

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

September 2019 91W4 Page 9 of 11

• Confirm that scan tool is communicating with the

diagnostic head by USB <Green Arrow>.

o If the Bluetooth symbol is shown <Red

Arrow> then disconnect the diagnostic

head from the vehicle and reconnect the

USB cable to the diagnostic head and

then reattach to the vehicle.

•

Upon ODIS startup, verify the “Diagnosis”

operating mode is selected <as shown>.

• Once the GFF scan is complete, select “Special

functions” <arrow 1>, then “

Function clearing

system (FES)” <arrow 2>, then select “Perform

test” <arrow 3>.

• Select the option to “Enable function”.

• Follow the on-

screen prompts and enter the

activation code, activation number and activation

PIN when prompted.

• Follow the on-screen prompts.

• Enter your GEKO ID when prompted and follow

the on-screen prompts.

•

Verify the license ID number <arrow> is

displayed.

TIP

• The license ID number <arrow> assures that

the Performance Monitor feature has been

activated.

• The list of enabled FS ID(s) may vary based

on what other features are already enabled.

• Select “Complete/Continue” and follow the on-

screen prompts.

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

September 2019 91W4 Page 10 of 11

• Exit GFF and send diagnostic protocol online

when prompted.

• Disconnect the VAS tester.

• Switch off and disconnect the battery charger.

• Reinstall the battery cover.

TIP

Advise

the customer to reference the owner’s

manual for information regarding the Performance

Monitor feature.

• The feature may not activate until the following is

performed:

o Disconnect scan tool from vehicle.

o Shut igntion off.

o Remove key from vehicle and lock

vehicle with remote.

Wait approximately one minute for

cluster to go blank.

• When the ignition is turned back on, the feature

should now be available.

•

The Performance Montitor feature can be

accessed as follows:

o Select CAR <arrow 1>.

o Open the Selection menu <arrow 2>.

o Select Sport <arrow 3>.

TIP

If the feature does not appear to be active right

away, an additional key cycle and longer “bus sleep”

may be required.

Proceed to Section D.

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

September 2019 91W4 Page 11 of 11

Section D – Campaign Completion Label

• Fill out and affix Campaign Completion Label,

part number CAMP 010 000, next to the vehicle

emission control information label.

TIP

Ensure Campaign Completion Label does not cover

any existing label(s).