FAQ

Neither the operation nor the safety of the vehicle is impaired.
Software was used which optimises NOx emissions on the test bed.

No.

The technical measures are currently being prepared, and this process is being given the utmost priority. For the majority of vehicles, a software update will likely be sufficient.

Audi will contact you as soon as the technical solution is available.

Yes, Audi will cover the costs of the repair.

You are also welcome to contact your local Audi dealer at any time with any questions you might have.

With the Trust Building Measure, AUDI is informing its customers that it would consider any complaints that are established to have arisen as a result of the implementation of the technical measure on vehicles with EA189 type diesel engines and that relate to certain parts of the engine and exhaust treatment system. The Trust Building Measure applies for a period of 24 months from when the vehicle receives the technical measure and only to vehicles with mileage of under 250,000 km at the time the Trust Building Measure is implemented (whichever comes earlier).


AUDI has always said that implementing the technical measure has no adverse impact on fuel consumption figures, CO2 emissions figures, engine output, torque, noise emissions, or durability of the engine and its components. All figures relevant to type approval for the vehicle will remain valid. The regulatory authorities have expressly confirmed that the regulatory requirements are met. The confirmation also applies to the durability requirements for emission control systems. The Trust Building Measures has no bearing on this position.


With the Trust Building Measure, AUDI is sending a clear signal that the update has no negative effects on vehicle durability. This measure should serve to strengthen customer confidence in the technical measure and should encourage more customers to have their cars updated.


Customers can soon receive detailed information about the terms and scope of the Trust Building Measure from all authorized dealers and workshops for their respective vehicle brand.

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

The Trust Building Measure will be offered to all AUDI customers whose vehicles are fitted with an EA189 type diesel engine and who are having their vehicle updated as part of service measure 23Q7 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 measure, 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 AUDI’s position that the technical measures do not have any negative effects on the durability of the engine and its components. The regulators 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 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 23Q7

• the vehicle has been correctly serviced in accordance with the service schedules, updates and recalls as required by AUDI



(3) and provided that none of the following cases apply:

• cases of natural wearing, ie impairment of vehicle by wear and tear,

• the owner or a non authorised service partner or dealer has not orderly repaired, serviced or cared 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,

• 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,

• vehicle has been operated improperly, eg for motorsport competitions or in case of overload,

• vehicle holder has not notified a complaint within a reasonable time frame,

• vehicle holder has not given AUDI 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, Audi will be pleased to investigate for you whether those costs will be covered by Audi. Any requests for such cost coverage must be made to an authorised Audi service partner within the same country as the work was conducted before 31 December 2017.

Affected customers can be sure that the technical measures will be successfully implemented and will not have adverse effects on their vehicles‘ fuel consumption figures, CO2 emissions, engine power, maximum torque or noise emissions. This was a key precondition for approval of the technical measure by the authorities.

However, if you experience a problem with your vehicle, please contact your next Audi service partner or call the Diesel-Hotline at the 80077560.

Yes, you will receive a confirmation from the Audi service partner after the technical measure has been successfully implemented. If you lose this confirmation or have not received it, please contact your Audi service partner.

When a holder has the technical measures implemented in an affected vehicle, the customer decides independently. However, we note that in those countries where the relevant authorities have ordered the recall to the customers, they may be able to impose sanctions if the technical measures on an affected vehicle are not implemented within a certain period of time.

Nevertheless, we assume that you may temporarily use your vehicle in countries with a legally required recall (e.g. during a holiday or during transit).