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faq

At Lancaster Volkswagen, we understand that the recently announced ‘EA198 Emissions Update’ may have raised a few questions regarding your Volkswagen. We would like to reassure you that your vehicle is technically safe and roadworthy, with no need for immediate action.

We pride ourselves on customer satisfaction with both the vehicles that we sell and the support our team provides to our customers. Continuing in this fashion and to provide clarity, we have compiled a list of questions that we believe our customers may have in the interim period before the required software update is carried out.

You may have additional questions regarding your specific Volkswagen and our team of dedicated Volkswagen experts are on hand to offer advice and support at your local Lancaster Volkswagen.

1. When can I expect to be contacted and who will contact me?

Volkswagen UK will send you a letter acknowledging that your vehicle has been affected. As your local Volkswagen retailer, we will follow this up via email confirming when your vehicle software update is available. Our appointment teams will be on hand to manage your booking for your convenience.

2. How do I book a service at a Lancaster Volkswagen retailer?

Booking your Volkswagen in for a service at your local Volkswagen retailer is a very simple process and can be completed online. Please visit https://volkswagen-emissions.jardinemotors.co.uk/checkregistration and enter your registration number. Continue to follow the on-screen instructions to complete your booking – this should take around 5 minutes of your time. Alternatively, please call or visit your local Volkswagen retailer where one of our team will be on hand to book a day and time to suit your needs.

3. How long does the emission software update take?

Depending on your model of Volkswagen, the time required can range from 1.5 hours to 2 hours. During this waiting period, we offer a range of services to make your visit to your local retailer as comfortable and convenient as possible. All 2.0 and 1.2 engines require a software update only, which will take approximately 1.5 hours. All 1.6 engines require a software update and a filter change, which will take approximately 2 hours.

4. What service can I expect to receive using a franchise dealer for the first time?

Your local Volkswagen retailer will always try to exceed expectations and make your visit relaxed and efficient in state-of-the-art facilities and comfortable surroundings. You will be offered a complimentary vehicle health check plus a wash and vacuum as part of the Volkswagen Service Promise.

5. Can I wait for the car to be fixed?

Your local Volkswagen retailer will always try to exceed expectations and make your visit relaxed and efficient in state-of-the-art facilities and comfortable surroundings. You will be offered a complimentary vehicle health check plus a wash and vacuum as part of the Volkswagen Service Promise.

6. Can I book a specific appointment?

Yes, you can book a time convenient to you, simply speak to a Service Advisor at your local Volkswagen retailer or book online at https://volkswagen-emissions.jardinemotors.co.uk/checkregistration. We do recommend having your EA189 software update carried out at your next routine maintenance appointment, therefore only a single visit to your Volkswagen retailer is required.

7. How much will the fix/software update cost?

There is no cost for the software update, this is covered by Volkswagen UK.

8. Can I get other things fixed on my car while it’s in?

Yes, please let your Service Advisor know of any additional work required when you make your appointment or detail any concerns through the online booking form.

9. Will you check the car for me while you have it?

Yes, as part of the Volkswagen Service Promise, all vehicles receive a complimentary health check - you can find out more here: http://www.volkswagen.co.uk/owners/service-promise

10. I’m not sure my car’s affected, how can I check?

To find out if your vehicle is affected by the ‘EA198 Emissions Update’, we have created a fast, easy to use website dedicated to helping our Volkswagen customers. Please visit: https://volkswagen-emissions.jardinemotors.co.uk/checkregistration and enter your registration in the box provided. You will then be shown an instant response related to your Volkswagen and information on the next steps you may need to take.

11. What if I don’t want the fix/software update done?

Currently it is not a legal requirement to have the software update completed, however, Volkswagen UK highly recommend the update is carried out on all affected vehicles.

12. Will the fix affect my cars performance in any way?

For Amarok Only: The KBA has approved the implementation of the technical measures for the Volkswagen Amarok vehicle type and has confirmed that the technical measures due to be implemented do not impact the performance of this model, nor do they impact exhaust emissions, fuel consumption figures or CO2 emissions.

KBA – stands for Kraftfahrt-Bundesamt (Germany). Primarily responsible for serving road safety in Germany but also the designated authority for Vehicle Type Approval in Germany for vehicles and parts. Also responsible for enforcing/administering product recalls on behalf of vehicle manufacturers in Germany. More information can be found on their website – www.kba.de

We can also assure you that the technical measure being implemented has been designed to have no adverse effect on the performance of the vehicles affected by the NOx emissions issue and would therefore look to have no impact on the quality of your vehicle. Each individual concept is tested by the Quality Assurance Department, including tests for power output, CO2 emissions and fuel economy values, in different conditions and different altitudes. This comprehensive testing was completed in conjunction with independent authorities, with the process and results overseen by them.

If you have specific concerns regarding the performance of your vehicle in relation to engine power/fuel economy/emissions then please visit your local Volkswagen retailer to discuss these in more detail.

13. Will this issue reduce the value of my car in the UK?

If you have purchased your Volkswagen on finance, please speak directly to Volkswagen Financial Services or your own third party finance provider.

Several factors will affect the value of your car, including its condition, the time of year you are looking to sell and dealerships’ independent stock profile. However, affected used cars are still being sold. Volkswagen UK is continuing to monitor resales of affected vehicles, and has not experienced any reduction in the residual value of its used cars because of the emissions issue. Furthermore, there has been no change to the Volkswagen trade-in policy as a result of this issue, and so, should you wish to, you will be able to trade in your car at your local Volkswagen retailer without issue.

14. I’ve got several cars that I think are affected – but have only received communications about one.

The roll-out of the software update will commence in early 2016 and you will be contacted directly to advise when the solution is available for each individual vehicle. This may mean you will receive separate communications over a period of time for each individual vehicle you own.