Dear Volkswagen of America,
I am a long time Volkswagen owner with four prior VW cars dating back to 2012. While I've always been extremely happy with my Volkswagens, I now have a problem with a manufacturer's defect that I would like help with.
My 2017 Golf R (VIN: x), first put into service on x, has a current mileage of x. While my New Vehicle Limited Warranty is recently expired by time, I remain well under the allotted mileage.
My infotainment system has developed a behavior over the last several weeks that I have been monitoring closely:
- Upon beginning a drive cycle, more often than not, the infotainment system does not boot. The screen is totally black, and nothing happens if I try to turn it on or push any other buttons. (Nothing is plugged into the USB port.)
- If I complete a drive cycle in which the infotainment system has failed to boot as described, the issue persists into the next drive cycle (even when exiting the vehicle between drive cycles).
- During a drive cycle in which the infotainment system has failed to boot as described, if I hold down the radio's power button (forcing it to reboot), the infotainment system then boots up (100% repeatable). While this is a temporary fix, the issue then reoccurs on one of the very next drive cycles.
Upon thoroughly researching the problem and performing diagnostics that reveal a fault (no response from control module 47) the service advisor at my local VW dealership as well as a prominent online community agree that this is an unusual failure, and I believe it is a manufacturer’s defect. The service advisor indicated that I would be responsible for the full cost of repair given my warranty status.
Driving with the infotainment system in the failed state by choosing not to hold its power button for 10+ seconds results in inoperable
safety systems such as the reverse camera and rear traffic alert.
I am requesting that you consider a “goodwill” repair, given that this occurred right on the edge of my warranty period. I have been the proud owner of exclusively Volkswagen vehicles for nearly a decade, and I intend for that to continue long into the future with nothing but great things to say about what Volkswagen has offered in return.
Sincerely,
x