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Volkswagen Group of America has announced that it will ramp up an official customer service program to specifically address DSG related issues for Volkswagen and Audi models. At the same time, the company announced a new recall that includes over 50,000 vehicles.

The company states this new recall is unrelated to the previous recall involving DSG transmission sensors. This new recall is instead related to malfunctioning Mechatronic units.

We’ve been reporting customer stories surrounding DSG performance issues and the “flash of death” syndrome, which got its name from how the gear selector display found in the driver information center flashes after the transmission stops functioning. This new recall includes 43,000 Volkswagen and 10,300 Audi vehicles.

If you have not been following our coverage, check out these articles:

Flash of death? Volkswagen & Audi DSG recall issues caught on video
VW DSG reader stories round 2- Failures reported in non-recall models

The 2007, 2008, & 2009 models Volkswagen recognizes as having these new DSG transmission issues now includes:
Volkswagen R32, Jetta, Jetta SportWagen, GTI, Eos along with Audi A3 and TT.

Volkswagen intends to not only provide alternative transportation for owners while their vehicle is in for service but to also reimburse owners who have had the issue previously fixed.

The company will also extend the transmission warranty of all vehicles involved to 10-years, 100,000 miles. The extended warranty will also be transferable.

If your vehicle has DSG issues the company says you can either contact your dealer, or that “Customers who have questions or concerns should call the Volkswagen Loyalty Center at 1-800-444-8982 or the Audi Customer Relations Campaign Help Line at 1-800-253-AUDI (2834).”

For all the details, check out the official release, which by the name alone you’d never guess was another recall announcement.

Volkswagen Group of America Announces Customer Service Program

HERNDON, Va., Aug. 28 /PRNewswire/ — Volkswagen Group of America, Inc. (VWGoA) today announced it would initiate a new customer service program to address concerns raised by its customers with certain Direct Shift Gearboxes (DSG(®)) in Volkswagen and Audi models, and to affirm its confidence in the sophisticated technology represented by those components.

“Safety, customer satisfaction, quality and long-term reliability are top priorities at Volkswagen and Audi. We have been studying the symptoms customers have reported, and are working closely with the NHTSA,” said Stefan Jacoby, president and CEO, VWGoA. “We listened to our customers’ concerns, and are taking action to address them. We are focused on taking all the appropriate actions to ensure the complete satisfaction of our existing customers.”

This new comprehensive service program affects a limited number of model years 2007-2009 Volkswagens and Audis. Covered models are the Volkswagen R32, Jetta, Jetta SportWagen, GTI, Eos, as well as Audi A3 and TT.

Some customers have reported transmission performance issues under certain driving conditions. This was due to a faulty component inside the Mechatronic unit within a limited production range. VWGoA will repair or replace the components in the transmissions of approximately 43,000 Volkswagens and 10,300 Audis at no charge to the vehicles’ owners. Additionally, VWGoA will reimburse customers who have had this repaired at their own expense.

The company has begun increasing the parts supply to expedite this customer service program. As the parts become available, owners of the affected vehicles will be contacted to schedule an appointment at their dealer. The company will make loaner vehicles available at no charge.

In the meantime, owners who may have experienced problems with their transmissions are requested to contact their dealers or the Audi/Volkswagen toll-free customer service numbers (see below).

This new customer service program is unrelated to a voluntary safety recall that VWGoA announced August 20. Under that recall, VWGoA is replacing a faulty temperature sensor in a separate and smaller group of vehicles. (The earlier action addresses a potential for a faulty temperature sensor to cause the transmission to shift into neutral while the vehicle is being driven.)

The company will extend its New Vehicle Limited Warranty to cover the DSG(® )transmissions affected by the customer service program and the voluntary safety recall. This extended warranty is for 10-years/100,000-miles, transferrable to subsequent owners.

VWGoA is confident these actions will address issues noted by owners of the affected Volkswagen and Audi models. The DSG(®) gearbox is an industry leading technology that combines the fuel economy of a manual gearshift with the automatic shifting capacity of an automatic transmission.

Customers who have questions or concerns should call the Volkswagen Loyalty Center at 1-800-444-8982 or the Audi Customer Relations Campaign Help Line at 1-800-253-AUDI (2834).

Related posts:

1. Volkswagen recalls 13,500 2009/2010 Jetta, GTI, and EOS models
2. Flash of death? Volkswagen & Audi DSG recall issues caught on video
3. How long has Volkswagen/Audi known about DSG recall related failures?
4. VW DSG reader stories round 2- Failures reported in non-recall models
5. VW DSG reader stories round 3 – “Flash of death” woes lead to brand new recall