2012 Passat Bluetooth Iphone Stereo vs Mono

[titomb345]

VW called and said they will be sending me a new headunit that is supposedly one with all the features. This is their last chance.

[illusionVW]

VW called and said they will be sending me a new headunit that is supposedly one with all the features. This is their last chance.

what did you have to do to make VW call you ? is this the followup from ur call with the RCM?

[titomb345]

what did you have to do to make VW call you ? is this the followup from ur call with the RCM?

No, I am well beyond the "Customer Care" or the Regional "Care" Manager". After I sent them my demand letter, I got a call from Nick in the VW/Audi mitigation, and ever since then, he's been my contact at VW. I have his direct line, and can leave him voicemails!! It's incredible. AND, he actually calls back (unlike Nancy S. the "RCM")!

[oronymo]

Is it confirmed then that the problem is the radio unit and not the 9w7 bluetooth module? Apparently there is a known issue of mono sound when retrofitting the 9w7 into older systems:
http://www.myturbodiesel.com/1000q/a...oth-module.htm

But I suppose if the 315 solves the issue then it is the head unit (and firmware not wiring).

[illusionVW]

No, I am well beyond the "Customer Care" or the Regional "Care" Manager". After I sent them my demand letter, I got a call from Nick in the VW/Audi mitigation, and ever since then, he's been my contact at VW. I have his direct line, and can leave him voicemails!! It's incredible. AND, he actually calls back (unlike Nancy S. the "RCM")!

that must be nice. i have no idea who the RCM is and i cant call her back. the call back gives me a damn busy tone.. arghh.. if they already know that it is an existing issue why ask people to make appointments with the dealer ships ..what a deal man..

[titomb345]

Is it confirmed then that the problem is the radio unit and not the 9w7 bluetooth module? Apparently there is a known issue of mono sound when retrofitting the 9w7 into older systems:
http://www.myturbodiesel.com/1000q/a...oth-module.htm

But I suppose if the 315 solves the issue then it is the head unit (and firmware not wiring).

Yes, it has been confirmed. The issue you mention is a result of the wiring harness not supporting stereo transmission, but only if you go from a 9w2/3 to a 9w7. This issue is a software problem.

[titomb345]

that must be nice. i have no idea who the RCM is and i cant call her back. the call back gives me a damn busy tone.. arghh.. if they already know that it is an existing issue why ask people to make appointments with the dealer ships ..what a deal man..

I honestly believe their game plan is to annoy us so much that we drop the issue, and they don't have to deal with it. There are probably tons and tons of people who don't even know this issue is present, or just don't care.

[illusionVW]

I honestly believe their game plan is to annoy us so much that we drop the issue, and they don't have to deal with it. There are probably tons and tons of people who don't even know this issue is present, or just don't care.

Agreed. last chance this saturday if its going to be a wasted trip. iam sending them the letter as well. frikking had to take vacation time off to go to this stupid appointment last time.

[titomb345]

Agreed. last chance this saturday if its going to be a wasted trip. iam sending them the letter as well. frikking had to take vacation time off to go to this stupid appointment last time.

I would honestly recommend saving yourself a trip and just sending them the letter. The dealership isn't going to do anything for you until someone from Volkswagen tells them what to do, but here's the kicker: Volkswagen isn't going to do anything until someone from the dealership says they need too. It's the perfect circle. They just deflect responsibility to someone else and we, the customers, end up no where. Skip the ****; send them the letter first.

[oronymo]

Update:

1. The service folks verified the single channel performance of my ....AE RCD-510
2.The service folks called the VW Tech Line, and all claimed that this same behavior happened in all vehicles tested of the same type.
3. Final results is that VW claims the units are 'working to factory specificatons', but i had my service rep add that they "verified customer complaint" on the service report, so at least it's in writing that they heard that only 1 channel is being streamed.

After the interaction with service, i went and spoke with the sales folks (my salesperson and the sales manager). We tested the BT audio in a demo SE that has the ...AD RCD-510, i.e. the unit Andy has with the mute button where my phone button is. And he was able to see that on the older radio, the streaming was 2 channel, while on my newer radio, it was only 1 channel. We also verified this in an SEL with a RNS-510, namely that the BT streaming was two channel on the RNS-510.

I then called customer service, referencing my case, and I am to hear from either Dolores or Christine (regional case managers...not Nancy S apparently) by tomorrow to follow up with next steps. I explained on the call that surely a newer revision of the radio (AD to AE) would not purposely reduce the BT channel streaming from 2 channels to 1 channel, i.e. from Stereo to single channel.

And i will explain this tomorrow with the regional person...Apparently, VW is claiming that when they went from AD to AE on the RCD-510, they decided to specify the right channel only for BT streaming instead of both left and right channels.

I plan on doing this exact same thing with the dealer. Do you have a case number I could possibly reference? Did you happen to get a part number for the RNS-510 model?

[xd-data-ii]

He's right.
No point in bothering with the dealers or going near them. Maybe just a once off check to say you have been and they didnt sort it out. You will get nowhere with dealers.
Go direct to VWofA.
I sent a stern email to them (customer care address) a couple of days ago. Waiting and hoping to hear back.

Just sent it for the principal of the matter. It doesnt bother me too much and I dont want a RNS-315 to replace it. Thats seems like a downgrade to me. Without traffic for the sat nav its not useful to me.
Other issue i pointed out was that i want them to upgrade the radio to stop it making the music/app on my phone start playing each time i get in the car. I dont mean the auto play setting, the fact that it plays it silently in my pocket is the problem.
Then the mono sound is an issue too of course.

[illusionVW]

He's right.
No point in bothering with the dealers or going near them. Maybe just a once off check to say you have been and they didnt sort it out. You will get nowhere with dealers.
Go direct to VWofA.
I sent a stern email to them (customer care address) a couple of days ago. Waiting and hoping to hear back.

Just sent it for the principal of the matter. It doesnt bother me too much and I dont want a RNS-315 to replace it. Thats seems like a downgrade to me. Without traffic for the sat nav its not useful to me.
Other issue i pointed out was that i want them to upgrade the radio to stop it making the music/app on my phone start playing each time i get in the car. I dont mean the auto play setting, the fact that it plays it silently in my pocket is the problem.
Then the mono sound is an issue too of course.

This is a actual problem.. cuz it plays the music in the background draining the phone battery. i have to unlock the phone and manually turn the music off everytime.

Thanks for the tips guys. I am going to the dealership this weekend as i made arrangements for my 90 day check up along with this. if i dont see a positive outcome iam going to send the letter to VWoA.

[iDiesel]

No, I am well beyond the "Customer Care" or the Regional "Care" Manager". After I sent them my demand letter, I got a call from Nick in the VW/Audi mitigation, and ever since then, he's been my contact at VW. I have his direct line, and can leave him voicemails!! It's incredible. AND, he actually calls back (unlike Nancy S. the "RCM")!

You should give us this guys number and we will all call him directly. Maybe that will raise some flags. But of course get your issue addressed first so we don't screw up your progress.

[illusionVW]

You should give us this guys number and we will all call him directly. Maybe that will raise some flags. But of course get your issue addressed first so we don't screw up your progress.

I was going to request you the same thing. But yes, get your issue resolved first and please give us his phone number.

[xd-data-ii]

VWofA called me today. They said they are aware of the issue, acknowledge it and are currently working on a software update for the RCD-510 radio. They dont have a timeline on when it will be available and said to check with the dealers (say, each month) as they will know when they run the VIN - or to call customer care every now and then and ask them for an update.
They said the autoplaying on the phone issue may also be addressed in the update.

[phat7deuce]

that must be nice. i have no idea who the RCM is and i cant call her back. the call back gives me a damn busy tone.. arghh.. if they already know that it is an existing issue why ask people to make appointments with the dealer ships ..what a deal man..

Call Customer Care and ask to be connected with your RCM. It's linked to your case number. I've been able to call and leave mine voicemail, at least.

I'm still working with Customer Care through my dealer...hopefully I'll hear back next week.

[mknieri]

VWofA called me today. They said they are aware of the issue, acknowledge it and are currently working on a software update for the RCD-510 radio. They dont have a timeline on when it will be available and said to check with the dealers (say, each month) as they will know when they run the VIN - or to call customer care every now and then and ask them for an update.
They said the autoplaying on the phone issue may also be addressed in the update.

This is a good start. Once we have someone complete the update and have then post the service code from the dealer invoice that would make it easier for the rest of us here to get the fix.

[compu_85]

Just got a call back from the dealer...

"Everything is working normally" "Bluetooth is only mono"

Headed over now with this .mp3 on my phone:

http://www.ronelmm.com/tones/tones-m...LtoR-750hz.mp3

We'll see how it goes...

-J

[illusionVW]

Just got a call back from the dealer...

"Everything is working normally" "Bluetooth is only mono"

Headed over now with this .mp3 on my phone:

http://www.ronelmm.com/tones/tones-m...LtoR-750hz.mp3

We'll see how it goes...

-J

Okay here is my update. I took the car to the dealership last Saturday. They acknowledged that it is an issue but they would like to call their tech line to figure out a solution. But tech line ws closed Saturday so they told me that they will call back on Tuesday. So today I hear back from both the RCM and the dealership with a "fix" this is what they asked me to do. Go to settings on your phone and turn the mono button to on. I told them you can't be serious. So it looks like the system is designed to work only in the mono mode?

What are your thoughts guys what am I supposed to tell them? This is just getting ridiculous

[xd-data-ii]

That may only work on an iphone but not other phones. It also doesnt give stereo sound. Stupid suggestion.

Well tell them to get their facts straight and stop coming back with nonsense suggestions and messing you around and treating you like a ten year old and hoping you will go away. Tell them that I have had VWofA contact me and say they acknowledge it is a problem and say they are working on updated software for the RCD-510 (see my post above).
So tell them to go and educate themselves from people with more knowledge within their own company.
And also get them to get a time line when the update will be available.

Its crazy that you have to try so many many times with different people to even get an answer or help.

[MasVW11]

I plan on doing this exact same thing with the dealer. Do you have a case number I could possibly reference? Did you happen to get a part number for the RNS-510 model?

I didn't get a part # for the RNS....it was a random SEL they had on the lot. I am on travel and don't have my case # with me, but my RCM refused to "discuss" someone else's case #....so it may not help.

[MasVW11]

My response from VWoA....and it Does have my case # after all...

Reference # 120266536
*
Dear Mr. Crawford:
*
Thank you for speaking with me recently in regard to your concerns with the stereo system in your Passat.
*
During our conversation, you requested we provide you with our decision in this matter via e-mail.* I appreciate the chance to follow up with you and provide you with these details.
*
Because we rely on our authorized Volkswagen dealerships as our resource for diagnosis and repair, we spoke with George Mook Jr., Service Manager at Wray Volkswagen about their diagnosis of your car’s Bluetooth® audio system.*
*
Mr. Mook shared that this system functioned the same when compared to new vehicles of the same model and year on the lot.* At this time, it has been determined that your stereo system is operating as designed.* For this reason, we cannot approve replacement or repair of this system.
*
Should you have additional questions, please know our Customer CARE Center is at your disposal Monday through Friday 8 AM to 6 PM, local time, at (800) 822-8987.* You are also always welcome to e-mail us again from the “Contact Us” page on www.vw.com.
*
Sincerely,
*
*
*
Dolores W.
Regional Case Manager
*

[illusionVW]

My response from VWoA....and it Does have my case # after all...

Reference # 120266536
*
Dear Mr. Crawford:
*
Thank you for speaking with me recently in regard to your concerns with the stereo system in your Passat.
*
During our conversation, you requested we provide you with our decision in this matter via e-mail.* I appreciate the chance to follow up with you and provide you with these details.
*
Because we rely on our authorized Volkswagen dealerships as our resource for diagnosis and repair, we spoke with George Mook Jr., Service Manager at Wray Volkswagen about their diagnosis of your car’s Bluetooth® audio system.*
*
Mr. Mook shared that this system functioned the same when compared to new vehicles of the same model and year on the lot.* At this time, it has been determined that your stereo system is operating as designed.* For this reason, we cannot approve replacement or repair of this system.
*
Should you have additional questions, please know our Customer CARE Center is at your disposal Monday through Friday 8 AM to 6 PM, local time, at (800) 822-8987.* You are also always welcome to e-mail us again from the “Contact Us” page on www.vw.com.
*
Sincerely,
*
*
*
Dolores W.
Regional Case Manager
*

This is BS man. Like i was told that they designed the RCD to be mono only..

[Andy@Ross-Tech.com]

Just as another datapoint (kind of), my coworker has a new 2012 Beetle 2.0T with the base RCD300 (?) radio and it does NOT have the BT mono problem. It played AC/DC just fine:

Address 56: Radio (J503) Labels: 5M0-035-1xx-56.clb
Part No SW: 1K0 035 164 D HW: 1K0 035 164 D
Component: LOW NAR H02 0004

Address 77: Telephone (J412) Labels: 7P6-035-730.clb
Part No SW: 5K0 035 730 E HW: 5K0 035 730 E
Component: TELEFON H09 2902

[phat7deuce]

I didn't get a part # for the RNS....it was a random SEL they had on the lot. I am on travel and don't have my case # with me, but my RCM refused to "discuss" someone else's case #....so it may not help.

I had the same issue...they would not "discuss" the other case number no matter how much I persisted.

[phat7deuce]

Mr. Mook shared that this system functioned the same when compared to new vehicles of the same model and year on the lot. At this time, it has been determined that your stereo system is operating as designed. For this reason, we cannot approve replacement or repair of this system.

That is total BS...the system is functioning the same as SOME of the vehicles of the same model year. If it is operating as designed, then the logic follows that they purposely "designed" the newer version of the RCD-510 to do this, apparently not being satisfied that the older version streamed in stereo.

Total garbage.

[titomb345]

SUCCESS!

I got my car back today, brand new RNS-315 installed! Working Bluetooth IN STEREO, AVRCP to control my tunes, metadata to show me what I'm listening to, and autoplay. Not to mention I find the Nav Unit fairly impressive, contrary to what others seem to think.

Don't give up guys. Stop giving VW chances. Send them the demand letter and get your **** fixed. It's ridiculous to keep trying. The dealership isn't going to do anything until VW tells them too, and VW isn't going to do anything until you threaten legal action. They worked their asses off to keep me happy, and in the end, they did their jobs. They avoided a lawsuit, and made me happy. I'm slowly hoping I can forgive and forget, but I don't think I can do until VW admits this is an issue and stops ****ing everyone over. It's a sad showing that I had to threaten a lawsuit in order to get them to fix the defective stereo in their car. Very sad. BUT, other than that, I can now finally enjoy my first brand new car that I worked my ****ing ass off in college for.

[titomb345]

That is total BS...the system is functioning the same as SOME of the vehicles of the same model year. If it is operating as designed, then the logic follows that they purposely "designed" the newer version of the RCD-510 to do this, apparently not being satisfied that the older version streamed in stereo.

Total garbage.

It's their way of deflecting blame. They didn't make the stereo, some other company did. But, the funny thing is, when you ask them for a copy of the specifications proving it's "working correctly," they can't/won't provide them. It's hysterical!

[xd-data-ii]

They admitted it to me and said they are working towards a fix.

[phat7deuce]

They admitted it to me and said they are working towards a fix.

That's what's funny about this whole thing, they admitted it to me, but that there was no fix on the horizon and that the radio replacement wasn't a recommended fix (even though they've clearly done it for some.)

Maybe untrained people or bad communication. I still love my car and am a VW loyalist, but I wish they would overtly stand behind their product versus making us fight to uncover the truth and fight for a resolution.

[vw_freak7]

They admitted it to me and said they are working towards a fix.

Here's the last correspondence I sent to VWoA, when they asked me to fill out a survey on how well they took care of my concerns.

"As mentioned in my initial contact, there’s clearly a problem w/the Bluetooth function on the RCD-510 (1K0 035 180 AE) that is used in ‘12 models, as documented here. http://forums.vwvortex.com/showthrea...Stereo-vs-Mono You have the opportunity to stand behind your product, but owners are reporting official responses of "operating as designed". I just purchased a ‘12 GLI and have this issue. Why should I waste my time/money driving 4hrs round trip to the dealer for the same answer? The official answer needs to change, before owners unite for a class action suit. Here is the web address to another one of the many threads on the issue. http://forums.vwvortex.com/showthrea...y-need-mine%29! It appears to be gaining momentum on the web, now is the time to get a fix in progress. All we want is an official response of "we acknowledge the problem and are working on a solution"."


Then today I got the following reply back... there may be hope yet, if they aren't blowing smoke up my ass because I asked them to

Reference # 812002429

Dear Mr. Smith:

Thank you for your survey comments regarding the audio files not playing in stereo while streaming music via Bluetooth in your Jetta.

I apologize for any inconvenience this matter may have caused you. I was able to research your concern with our Product Specialist and he has advised me that, through feedback provided to our Customer CARE Center from our customers, Volkswagen is currently working on an update to address this problem. There is no timetable for this update’s release at this time. Our dealerships will be provided with the update once it is available. As such, we are asking customers to keep in touch with their dealerships for any available updates for their vehicles.

Again, I apologize there is not currently a set release date for this update and we appreciate your patience while we work to address this concern.

If I may be of future assistance, please know our Customer CARE Center is at your disposal Monday through Friday 8 AM to 6 PM, local time, at (800) 822-8987. You are also always welcome to e-mail us again from the “Contact Us” page on www.vw.com.

In addition, you will soon be receiving a Volkswagen Customer Care satisfaction survey. Please take a few moments to complete this. Your feedback is important for it will allow us to serve you more effectively in the future.

Sincerely,
Nathan T.

Customer CARE Advocate

[JennyDriscoll]

"asking customers to keep in touch with their dealerships for any available updates" is a total crock. As we've seen, the dealers refuse to acknowledge there is a problem and no fixes will be authorized as long as the dealer says it's working as advertised.

Once again just placating someone hoping they'll go the hell away.

Ridiculous.

[xd-data-ii]

Yep. That's the guy.
Hope it's not just saying something to fob us and make us go away for a while. I don't have confidence though.
I guess just need someone with the radio to have their vin checked on Elsa to see when it pops up. Calling the dealer should be all this requires - or if there is an insider here.....

[iDiesel]

So if they are giving out customer surveys once we write to them or call then we all call, ask for the issue to be addressed, and then provide them with bad surveys until the issue is fixed. I bet there are about a hundred people on here that have read this. They start getting 100 complaints they might start working a bit faster. I will be calling and patiently waiting to get my survey.

[MasVW11]

So if they are giving out customer surveys once we write to them or call then we all call, ask for the issue to be addressed, and then provide them with bad surveys until the issue is fixed. I bet there are about a hundred people on here that have read this. They start getting 100 complaints they might start working a bit faster. I will be calling and patiently waiting to get my survey.

Yup...I was sent a survey about my service experience, and I took the time to note that my car isn't fixed, and that this circular argument of the dealer blaming VW and VW blaming the dealer is unacceptable. We'll see what happens next.