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

After consumers blew a gasket over diesel data manipulation, automaker announces plan to regain trust

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

"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.

A VW Diesel Information website was set up for US VW owners to provide 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 Sept. 18, 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.

This article first appeared on prweek.com.

Subscribe today for just $116 a year

Get the very latest news and insight from Campaign with unrestricted access to campaignlive.com , plus get exclusive discounts to Campaign events

Become a subscriber


Don’t miss your daily fix of breaking news, latest work, advice and commentary.

register free