SYCAMORE TOWNSHIP (WKRC) – A Sycamore Township man said a mandatory software update on his Volkswagen Jetta apparently triggered a cascade of malfunctions, causing key safety features and the infotainment system to not function properly.
A dealer then told him it would cost $1,600 to diagnose and repair.
A Sycamore Township man said a mandatory software update on his Volkswagen Jetta apparently triggered a cascade of malfunctions, causing key safety features and the infotainment system to stop working properly. (WKRC)
Asher Koreman said he bought his 2021 Volkswagen Jetta about three years ago for about $35,000, in part because he had previously leased a Volkswagen and “loved the experience.”
Last month, Koreman said warning messages began flashing on his dashboard saying the car needed a software update. He said he had the option of having the update done automatically over the air or paying to have it done at a dealer.
“When I got back in my car and turned it on, I got a bunch of error messages on my digital dashboard,” Koreman said.
After the update, several dashboard features stopped working, including backup and lane warnings, according to Koreman. He also said the infotainment system and other displays were affected.
“Now I’m getting an error saying my audio device isn’t connected, I can’t detect my oil temperature, or something like that,” Koreman said.
Koreman said he took the car to a local Volkswagen dealer where he was told the initial diagnosis would cost $200 and fixing the problem would cost another $1,400. He was informed that the issue was a pre-existing condition and that the repair would not be covered because the vehicle was out of warranty.
Koreman said he refused to pay and took the car home. He said he was able to restore some features after a hard reset of the battery, but many features still don’t work.
He said he recognized the timing could have coincided with another malfunction, but did not believe that was the case.
“I’ve never had a problem with anything here and it only broke when I first started my car after installing the update,” Koreman said.
When investigating the issue, similar complaints were found from other Volkswagen owners across the country, particularly those with 2021 Jettas.
A Sycamore Township man said a mandatory software update on his Volkswagen Jetta apparently triggered a cascade of malfunctions, causing key safety features and the infotainment system to stop working properly. (WKRC)
Koreman said he tried to escalate the issue to customer service, but was repeatedly told it was a pre-existing condition that wasn’t covered. He also said he was told the local dealer would contact him to reschedule, but that did not happen.
Volkswagen’s U.S. media team was contacted for comment and provided this statement on the story.
“At Volkswagen, we are committed to delivering the highest levels of quality and customer satisfaction. While we do not comment on individual cases, we encourage customers with questions or concerns to contact our customer service team at vwcustomercare@vw.com for dedicated support.”
Koreman said his previous experiences with the brand were so positive that he persuaded his fiancée to buy a Volkswagen, but this incident changed her mind.
“I still love this vehicle. I don’t necessarily love the Volkswagen brand as much as I did before,” Koreman said.
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