EA189 service action - Frequently Asked Questions

Here are some important FAQs relating to current developments at Audi. We update this information continuously. Please note that this information is related only to the NOx-remedial action.


My vehicle is affected. Do I need to take it to a workshop immediately?

No. Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.

The NOx emissions issue does not change the fact that your vehicle remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.


Why does my car need a technical measure?

This is not a mandatory safety recall in the UK, but is instead a voluntary service action, so you do not need to have the technical measure implemented in your vehicle.

The purpose of the technical measures is to remove any question or concern over how the affected vehicles met the testing standards, and maintain the trust of our customers.

If you do wish to have the technical measure implemented in your vehicle, please book an appointment with your local Audi Centre.

 


I’ve received a letter telling me that the technical measures for my vehicle are ready, what do I do now?

If you have received a letter from Audi UK advising that the technical measures are now available for your vehicle, you should contact your local or preferred Audi Centre or book online by using our online service booking tool at your earliest convenience.


My vehicle is affected. Can I still drive it?

Yes.

The emissions issue relates to the characteristics of nitrogen oxides (NOx) emissions when experiencing test conditions.

The NOx emissions issue does not change the fact that your car remains safe and roadworthy. There is no evidence to suggest that the affected EA189 diesel engine vehicles present a risk to health or safety as a result of the NOx emissions issue.

In addition the result of your car’s MOT will not be affected by the NOx emissions issue, whether your car receives the technical measures or not and there is no reason why your car insurance would be affected by this NOx emissions issue.


My vehicle is affected. Who will contact me about the next steps?

Once the technical measures are ready to be implemented for your particular vehicle, Audi will be in touch directly with further details. Audi are working closely with our network of Audi Centres to ensure that they’re fully prepared to carry out this service action for you.


My vehicle is affected. Will I be charged for getting the repair?

No, you will not be charged for the implementation of the technical measures.

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.

Audi will do its utmost to minimise any inconvenience including, if required, keeping you mobile while the work is carried out. Audi can do the work alongside any scheduled service event you may have (although we recommend that you book the service action as soon as you can once it is available for your vehicle). You will also be able to have the work done at any Audi Centre.


I do not want to have my car updated. What will happen?

You are not required to have the technical measures implemented in your vehicle. This is not a mandatory safety recall in the UK, but a voluntary service action. Your vehicle has been approved by an independent approval authority, which means it is legally allowed to be driven on the roads (with or without the technical measure).

You are not, therefore, breaking the law by driving your vehicle and the NOx issue has no impact on the safety, legal compliance or roadworthiness of your vehicle.

The technical measures will not, therefore, be implemented in your vehicle without your consent.

We would, however, like to offer you the opportunity to implement the technical measures in your vehicle, and will implement the technical measure in your vehicle at your earliest convenience if you would like us to do so.


When will I be contacted with further information?

Once the technical measures for your vehicle are ready to be implemented, we will write directly to you with details of how and when they can be implemented in your vehicle.


I have a complaint after my car has received the technical measure. What do I do?

If you experience a problem with your vehicle, please contact your local or preferred Audi Centre or call the Diesel-Hotline on 0800 093 0124

The relevant approval authorities have tested and approved the technical measure, and have confirmed that it does not have an adverse effect on affected vehicles‘ official fuel consumption figures, CO2 emissions figures, engine power, maximum torque or noise emissions. This was a key precondition for approval of the technical measure by the relevant authorities.

 


Will I receive a confirmation from the Audi Centre after the technical measure has been implemented and what should I do if I ever lose that confirmation?

Yes, you will receive a written confirmation from the Audi Centre after the technical measure has been successfully implemented. If you lose this confirmation or have not received it, please contact our customer service team on 0800 093 0124.


Are EU6 Diesel engines affected by the NOx emissions testing issue?

No, our EU6 diesel engines are not affected by the NOx emissions testing issue.


Can the update cause any damage to the vehicle?

No, the update cannot cause any damage to your vehicle.


Will the planned Service action apply to all vehicles affected by this issue?

Yes, all vehicles affected by the NOx emissions issue will have technical measures made available.


What should a customer do when purchasing a used vehicle that has not yet been updated with the software?

If you purchase your used vehicle from one of our approved network of dealers, the vehicle should already have had the technical measure applied and so you do not need to do anything.

If you purchase your used vehicle from elsewhere (e.g. a private seller or a dealer outside of our network), and the vehicle has not yet had the voluntary service action applied, you can contact your nearest Audi Centre and, if you wish to do so, have the voluntary service action applied to the vehicle.

For further information, you can also contact the Audi diesel hotline on 0800 093 0124.


How have customers with affected vehicles, in the first instance, been contacted?

Audi have already communicated directly with customers who were registered as the owner of an affected vehicle via a number of letters.

You can also check if your vehicle is affected by using the VIN Checker tool on our website.


How do I find out whether the authority in my country has made the update mandatory?

In the UK, this is not a mandatory update, but a voluntary service action. You do not therefore need to have the technical measures implemented in your vehicle in the UK unless you wish to do so.

To find out the position in other countries you can either contact Volkswagen customer services for the country, or the relevant government authority.


I am the owner of an affected vehicle and I have decided not to participate in the technical measure. Can I still temporarily travel to countries where the technical measure is the subject of a legally required mandated recall (e.g.: Germany)?

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


I am an owner of an affected vehicle and live in the EU28. I chose not to take part in the software implementation measure. What happens if I move permanently to a country where the technical measure is mandatory and I want to take my car with me?

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 Audi Centre or Audi 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 measure implemented on your vehicle.