VW sets out consumer comms 'action plan' as fallout from emissions fiasco continues

Volkswagen says it plans to directly contact all customers who are affected by the firm's emissions scandal, and will inform them how their vehicle can be "fixed".

VW sets out consumer comms 'action plan' as fallout from emissions fiasco continues

"Customers with these vehicles will be kept informed over the coming weeks and months. All of the group brands affected will set up national websites to update customers on developments," the firm said in a brief statement.

In the UK, Vehicle Identification Numbers of affected cars will be released to retailers. The firm is also setting up a process for customers to check if their vehicle needs to be modified.

This follows the creation of a VW Diesel Information website, which was set up for American VW owners and provides them with news, an FAQ session and contact details.

In total 11 million Audi, SEAT, Skoda and VW units have been identified as having cheated the system and emitted less pollution under test conditions. VW has confirmed 1.2 million cars in the UK were installed with the software.

Since the scandal broke on 18 September, the world’s largest car maker has used various means to keep the public updated on events, including press conferences, videos, statements and social media updates – and its activities have also been subject to much press speculation.

Radical changes at the top of the firm have already been made with Volkswagen CEO Martin Winterkorn stepping down and being replaced by former Porsche boss Matthias Müller.

The firm has also hired a trio of PR agencies including London-based Finsbury and Kekst, which has New York headquarters. Consumer PR assistance in the US will continue to be provided by Edelman, with which VW has a longstanding relationship.

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