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The Trust Building Measure applies to all Volkswagen, Audi, Seat, Volkswagen Group and Volkswagen Commercial Vehicles models with EA189 type diesel engines that have received the technical measures.

The Trust Building Measure will be offered to all Volkswagen Group customers whose vehicles are fitted with an EA189 type diesel engine and who are having their vehicle updated as part of service 23R6 in the context of the diesel matter. It applies only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented. To be eligible, customers must present proof that all manufacturer-recommended service and maintenance work has been completed (i.e. this applies to vehicles with a full service history).

The Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measures, from the date they received it (provided that all other requirements for the Trust Building Measure are met). The Trust Building Measure is linked to the vehicle identification number and would extend to a new owner if the vehicle is sold within the 24-month period covered by the application criteria.

The Trust Building Measure applies worldwide, with the exception of the United States, Canada and South Korea, which are subject to different regulations.

The Trust Building Measure covers a total of 11 components within the exhaust gas recirculation system, the fuel injection system and the emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, exhaust gas recirculation valve, exhaust gas recirculation pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines.

The Trust Building Measure has no bearing on Volkswagen Group’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The relevant regulatory authorities have confirmed that the technical measures meet all legal requirements and have no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, torque and noise emissions.

In addition to the conditions outlined above:

1.     The Trust Building Measure

• can only be made to, assessed by and used with an authorised dealer, 
• applies to complaints only in relation to materials used and work performed on the following components of the EGR, fuel injection system and emissions after treatment system: lambda probe, temperature sensor, EGR changeover valve, EGR valve, EGR pressure differential sensor, injector, high pressure pump, fuel rail, pressure control valve, pressure sensor, high pressure pipelines, 
• does not cover replacement vehicles, out of pocket expenses, damages etc.

2.     provided that

• the affected EA 189 vehicle has participated in the service action 23R6
• the vehicle has been correctly serviced in accordance with the service schedules, updates and recalls as required by Volkswagen Group.

3.     and provided that none of the following cases apply:

• cases of natural wearing, i.e. impairment of vehicle by wear and tear,
• the owner or a non authorised service partner or dealer has not repaired, serviced or cared for the vehicle (e.g. by using non genuine parts etc.),
• instructions for operation, treatment and care of the vehicle as e.g. outlined in the instruction manual have not been met,
• the vehicle has been damaged by third party instances or external conditions such as accident, thunderstorm / hail, flood etc. which has caused the issue complained of, any complaint regarding the particulate filter which is due to ash load,
• parts have been built into the vehicle or the vehicle has been changed in an unauthorised way, e.g. through (chip) tuning,the vehicle has been operated improperly, e.g. for motorsport competitions or in case of overload,
• the vehicle holder has not notified a complaint within a reasonable time frame,
• the vehicle holder has not given Volkswagen Group the opportunity to deal with the issue within a reasonable time frame

Yes. As above, the Trust Building Measure also extends to all customers whose eligible vehicles have already received the technical measure, from the date they received it (provided that all other requirements for the Trust Building Measure are met).

If any customer has already incurred costs for relevant work performed on their vehicle, which they established to have arisen as a result of the implementation of the technical measure, Volkswagen Group will be pleased to investigate for you whether those costs will be covered by Volkswagen Group.  Any requests for such cost coverage must be made to an authorised Volkswagen Group service partner within the same country as the work was conducted before 31 December 2017.

Yes, owners with an affected vehicle that has not had the technical measures implemented can continue to drive their vehicle temporarily (e.g. on holiday) in those countries where the technical measures are the subject of a legally mandated recall. Further, owners with an affected vehicle can continue to drive their vehicle in Ireland (whether or not the technical measures have been implemented in that vehicle).

If you wish to take your vehicle permanently to another country, you will have to ensure that you meet the requirements of that country, for example you might have to register your vehicle in that country. Please contact your authorised dealer or customer service team in the new country for further information. Either they or the relevant local authority should be able to inform you whether or not you are required to have the technical measures implemented in your vehicle.

You can find information from the ACEA here