Software Update

[Woodstock25]

The short version of this story is that we rejected our new T7 after 4 days after a complete failure of the rear electrical system - the diagnosis being DC/DC convertor failure in the rear control system - and a software issue.

We were due to pick up a replacement (identical vehicle) on Saturday - but got a call on sat morning to say that the vehicle (which had been on charge overnight) had thrown up the hook up cable connected message when it wasn't connected and the rear batteries weren't charging. Disappointed is an understatement.

However, after many discussions with the dealer, it would appear that the much publicised 'software update' for the rear control module has been released by VW this morning - so the dealer is applying that as I type this, in the hope that I can get this new van this week.

 

[KCNorthern]

Let us know how it goes please.

 

[KCNorthern]

The short version of this story is that we rejected our new T7 after 4 days after a complete failure of the rear electrical system - the diagnosis being DC/DC convertor failure in the rear control system - and a software issue.

We were due to pick up a replacement (identical vehicle) on Saturday - but got a call on sat morning to say that the vehicle (which had been on charge overnight) had thrown up the hook up cable connected message when it wasn't connected and the rear batteries weren't charging. Disappointed is an understatement.

However, after many discussions with the dealer, it would appear that the much publicised 'software update' for the rear control module has been released by VW this morning - so the dealer is applying that as I type this, in the hope that I can get this new van this week.

Was this a diesel or a hybrid?

 

[sticky1]

Was this a diesel or a hybrid?

Thank you, I’ll see if there’s a software update when I next get in the van.
I had a substantial software update when I first got the vehicle.

 

[Woodstock25]

Was this a diesel or a hybrid?

Diesel. From what I can ascertain, it’s to do with voltage/charging on the rear batteries, and the incorrect reporting of the hook up cable. There are 2 rear batteries essentially in parallel- but managed/monitored independently- variations in voltage across each battery may result in incorrect system operation.

I believe that when on mains hook up, the rear (and then eventually the vehicle) battery should also charge. They couldn’t get mine to charge overnight as a relay had locked out. Apparently this software fix will be rolled out to all Californias. When last spoke to the dealer - they were ‘running tests on the vehicle’ - hopefully I’ll know how successful they have been tomorrow.

 

[Californication69]

Oops, yep, certainly going to be some teething problems.
Hope they get yours fixed with this firmware update.

 

[Woodstock25]

So bad news - new van still not working. Technicians have now spent 3 days on it, and as of lunchtime today they do not have a solution.

They thought that they had a working solution or work around - but came in this morning and both rear batteries were flat - dead flat. They don’t have a software update for this VIN. This is a van that has never even been handed over to me, despite it being fully paid for and registered in my name.

VW customers services were less than helpful also, citing that their managers are not customer facing. Totally stumped what to do next!

 

[Californication69]

Ring 0800 783 4909
And email [email protected]

Compile the facts on a word document.
Dates.
Conversations
What they promised.
What they said would happen.
Who you spoke to.
By law you can have your money back and you’ll either have to order a new vehicle or get something different.

Then ring that number.
It will take some time and be patient.
But VWC customer service will always do the right thing.

 

[sticky1]

So bad news - new van still not working. Technicians have now spent 3 days on it, and as of lunchtime today they do not have a solution.

They thought that they had a working solution or work around - but came in this morning and both rear batteries were flat - dead flat. They don’t have a software update for this VIN. This is a van that has never even been handed over to me, despite it being fully paid for and registered in my name.

VW customers services were less than helpful also, citing that their managers are not customer facing. Totally stumped what to do next!

I’m so sorry to hear that this is your experience, you must be pulling your hair out.

However, I think they need to call in an auto electrician rather than rely on in house techs. To lose 80amps over night has so many implications but either way they should be ordering you new lithium batteries as I have heard there have been some batch problems with some of the VW leisure batteries.

It would be worth asking what load they see when the van is switched off, for starters. If no load then I’d get them to pull the batteries out and bench test them.

 

[Woodstock25]

I’m so sorry to hear that this is your experience, you must be pulling your hair out.

However, I think they need to call in an auto electrician rather than rely on in house techs. To lose 80amps over night has so many implications but either way they should be ordering you new lithium batteries as I have heard there have been some batch problems with some of the VW leisure batteries.

It would be worth asking what load they see when the van is switched off, for starters. If no load then I’d get them to pull the batteries out and bench test them.

Yup - frustrating is an understatement!!

I’m a chartered aeronautical systems engineer by profession, with extensive experience in complex software controlled power systems - so there’s nothing I’d love more than to get my own hands stuck in!

It’s smacks to me of inadequate development and acceptance testing; I see too many systems where the focus on functional testing, but fail comprehensively to understand fault and boundary conditions. My view is that there is extensive legislation around the vehicle design, development and testing, but perhaps not the same rigour on systems which simply control fridges, lighting and the roof. Even the dealer admitted that during their VW defined PDI they only check the vehicle systems - not the California systems in the back.

It’s clear talking to the dealer and to VW customer services (when I rejected the first van) that VW they are aware on the issue and working on a solution(s) - it would appear that there are also at least 2 ‘software fixes’ and that there are also issues affecting different platforms (diesel, petroland phev) - so why VW allowed dealers to continue to allow vehicle to be delivered and handed over to customers is beyond me.

 

[Woodstock25]

Ring 0800 783 4909
And email [email protected]

Compile the facts on a word document.
Dates.
Conversations
What they promised.
What they said would happen.
Who you spoke to.
By law you can have your money back and you’ll either have to order a new vehicle or get something different.

Then ring that number.
It will take some time and be patient.
But VWC customer service will always do the right thing.

Thanks - frustratingly I’ve already rejected one vehicle, so entirely happy with the process!

The situation of the dealer not being able to hand over a faulty bought, paid for and registered with the customer because it is faulty - and that they (the dealer) had no viable solution to resolve the faults, appeared to be beyond the scope of the person at VW customer services I spoke to. They did say they could help me reject the vehicle!

When I asked if I could talk to a
Manager, or senior customer services representative, I was told that the managers are not customer facing (and they don’t deal directly with customers).

 

[Ian in Leicester]

I really feel your pain and hope it gets sorted one way or the other. I just checked the batteries on my new T7 Ocean TDi and they are at 90% after standing on my drive for nearly 3 days. However, weird things do go on as the leisure battery occasionally sends charge to starter battery to top it up! I don't think this is normal. However, the problem with your van sounds much more serious and probably not linked to the software update we are waiting for, which is what I think you are saying. There was someone on this forum who had all the batteries replaced which fixed their problem.

 

[Woodstock25]

I really feel your pain and hope it gets sorted one way or the other. I just checked the batteries on my new T7 Ocean TDi and they are at 90% after standing on my drive for nearly 3 days. However, weird things do go on as the leisure battery occasionally sends charge to starter battery to top it up! I don't think this is normal. However, the problem with your van sounds much more serious and probably not linked to the software update we are waiting for, which is what I think you are saying. There was someone on this forum who had all the batteries replaced which fixed their problem.

The dealer has already stated that they will need to replace the batteries, but they are working with one hand tied behind their back given their directed testing and path to resolution is coming from VW Germany not from the dealer technician. The current direction is it’s a software fix.

We hired a T7 for the weekend before putting an order in - and had no issues at all. But 2 faulty vehicles in succession and the dealer now has a few more, clearly indicates something amiss.

Thankfully I have managed to escalate this this morning with VW customer services after being somewhat robust on the phone when I was told that ‘it needs a software fix, but we don’t know when that will be available’! I think I’m heading towards rejecting a second vehicle sadly, and asking for my money back, and some contribution towards my insurance and tax paid.

 

[dspuk]

The dealer has already stated that they will need to replace the batteries, but they are working with one hand tied behind their back given their directed testing and path to resolution is coming from VW Germany not from the dealer technician. The current direction is it’s a software fix.

We hired a T7 for the weekend before putting an order in - and had no issues at all. But 2 faulty vehicles in succession and the dealer now has a few more, clearly indicates something amiss.

Thankfully I have managed to escalate this this morning with VW customer services after being somewhat robust on the phone when I was told that ‘it needs a software fix, but we don’t know when that will be available’! I think I’m heading towards rejecting a second vehicle sadly, and asking for my money back, and some contribution towards my insurance and tax paid.

I know in the heat of the moment it's easy to throw it all away due to issues like this and for sure it's pants and painful.

Just take a step back though before rejecting - it will get fixed, could be a day, a week, could be a month, but don't throw away a lifetime of van memories in the eye of the storm.

I'd be getting them to loan me a van, 7 or 6.1 while they sorted so I could at least get going while they sort themselves out.

 

[Woodstock25]

I know in the heat of the moment it's easy to throw it all away due to issue like this and for sure it's pants and painful.

Just take a step back though before rejecting - it will get fixed, could be a day, a week, could be a month, but don't throw away a lifetime of van memories in the eye of the storm.

I'd be getting them to loan me a van, 7 or 6.1 while they sorted so I could at least get going while they sort themselves out.

Wise advice - currently sitting on my hands!

They have lent us a T6.1 as we are going away for the week next week, so that’s something.

 

[Wannabecamperman]

I know in the heat of the moment it's easy to throw it all away due to issue like this and for sure it's pants and painful.

Just take a step back though before rejecting - it will get fixed, could be a day, a week, could be a month, but don't throw away a lifetime of van memories in the eye of the storm.

I'd be getting them to loan me a van, 7 or 6.1 while they sorted so I could at least get going while they sort themselves out.

Indeed! This weather is glorious and prime time for starting your camping adventures!

 

[Californication69]

I know in the heat of the moment it's easy to throw it all away due to issue like this and for sure it's pants and painful.

Just take a step back though before rejecting - it will get fixed, could be a day, a week, could be a month, but don't throw away a lifetime of van memories in the eye of the storm.

I'd be getting them to loan me a van, 7 or 6.1 while they sorted so I could at least get going while they sort themselves out.

This is really good advice.
I like it.
Something I hadn’t thought about.
At least you don’t lose your place in the Q, and yep, they will need to find a fix and root cause eventually.
Having use of another van for free is a bonus !

 

[Readz]

How have you managed to keep your head on? I really couldn’t have copped with all that. Personally I would definitely reject the vehicle I’d never feel I could trust it after all that.
You’ve certainly made me realise I’ll keep my 6.1 for a few years yet before swapping her in.
Thanks for this post although its bad news it’s one of the best post I’ve seen one here for a long time. VW may no think so

 

[Californication69]

I really feel your pain and hope it gets sorted one way or the other. I just checked the batteries on my new T7 Ocean TDi and they are at 90% after standing on my drive for nearly 3 days. However, weird things do go on as the leisure battery occasionally sends charge to starter battery to top it up! I don't think this is normal. However, the problem with your van sounds much more serious and probably not linked to the software update we are waiting for, which is what I think you are saying. There was someone on this forum who had all the batteries replaced which fixed their problem.

So there has to be a split charge somewhere if charge goes to starter.
I’m going to need to attach a

Victron Energy Smart Battery Sense, Voltage and Temperature Sensor, Long Range (up to 10m)​

To check the voltages on the starter batt.

 

[dspuk]

How have you managed to keep your head on? I really couldn’t have copped with all that. Personally I would definitely reject the vehicle I’d never feel I could trust it after all that.
You’ve certainly made me realise I’ll keep my 6.1 for a few years yet before swapping her in.
Thanks for this post although its bad news it’s one of the best post I’ve seen one here for a long time. VW may no think so

There are two hopes that VW will read this. Bob Hope and no hope.

When I ran socials for Nissan we did used to check forums like this but there was only every one issue that we caught that was not known (Juke Bumper Orange Peeling), everything else was a known issue.

People shouting about it on a forum never made the process to get a fix in place go any faster.

 

[sticky1]

So there has to be a split charge somewhere if charge goes to starter.
I’m going to need to attach a

Victron Energy Smart Battery Sense, Voltage and Temperature Sensor, Long Range (up to 10m)​

To check the voltages on the starter batt.

I have been thinking about something similar.
I was looking at installing the Victron shunt as I prefer that approach.
Obviously I need to find the starter battery first - See Roger’s solar installation on my van!

 

[Woodstock25]

Some news!

Dealer has 6 vehicles with the same problem - including a new PHEV demonstrator on loan from VW Group!

Software is definitely on its way - and it’s alleged a significant build, not a patch - to be delivered week 28 (2nd week of July); dealer has been really great. Put us in a T6.1 until ours is ready - and fixed. And we have agreed a compensation deal with VW through the dealer.

So, for now we wait. Off on holiday next week in the T6.1 - we’ll have fun regardless!

 

[WelshGas]

I have been thinking about something similar.
I was looking at installing the Victron shunt as I prefer that approach.
Obviously I need to find the starter battery first - See Roger’s solar installation on my van!

From the Digital Handbook.

 

[Cutdweller]

Thanks - frustratingly I’ve already rejected one vehicle, so entirely happy with the process!

The situation of the dealer not being able to hand over a faulty bought, paid for and registered with the customer because it is faulty - and that they (the dealer) had no viable solution to resolve the faults, appeared to be beyond the scope of the person at VW customer services I spoke to. They did say they could help me reject the vehicle!

When I asked if I could talk to a
Manager, or senior customer services representative, I was told that the managers are not customer facing (and they don’t deal directly with customers).

You need to speak to the VW Executive office, customer care will escalate your cast to them, this is fact as I’ve had to do this in the past.

 

[sticky1]

From the Digital Handbook.

View attachment 137416

So they say but you’ll need to disconnect the seat electrics and risk airbag alerts etc.
I’ll wait for someone else to try first.
Apparently changing your starter battery is now a dealer trip!