Automatic Cruise Control/Lane Assist/Auto Headlights/Brake Assist camera fault

[TheSteamingHeap]

Posting this here in case it helps some future owner, and saves them the pain I had to go through. I see there've been a few questions about this here over the years, but no solutions offered.

The problem - not unknown/uncommon on various Audi's: The ACC camera develops a fault. Dash errors ping up like crazy as the camera manages the auto cruise control, as well as all the forward-looking safety features like auto braking and lane assist. It also controls the auto/matrix headlights if you have them.

The camera module lives on the windscreen in front of the rear view mirror. It's subject to direct sun, and quietly boils away over the years, and eventually fails (cheap silicon, no heatsinks or cooling fins on the module. Go Audi).

Replacing the module is fabulously expensive - it needs to come from Germany, and by the time the Audi stealership has fleeced you for a diagnosis, parts, replacement and re-calibration, you're not going to see much change from $4000

There is a temporary fix (lots of detail and explanation over on Audizine in this thread) which involves removing the module board and heating up the main chip to around 200 deg for 5 minutes (sounds crazy, I know, but it works. Apparently as the cheap silicon in the chip ages, it develops tiny electrical shorts at the nanometer scale. Brief overheating dissolves these bridges).



I found the chip-cooking technique worked for around 4-8 weeks each time I did it. Each time it died, I popped the board off, heated the chip again, and re-inserted. It worked every time, but it wasn't really something I could live with long term.

Took it to the local Audi stealership (I'm in Newcastle, Australia). Got charged for the privilege of them telling me what I already knew - 'the ACC camera module is faulty'.

They wanted up-front payment for the replacement before they would order from Germany. Around AU$2600 for the part, and another few hundred for the inspection. And then when it arrived, it would need fitting and calibration - around 4 more hours labour and sundries - another $1000ish I was told. All in I wasn't going to get much change from AU$4000!! Probably around 20% of the car's current value.

That was in October last year (I'm writing this in March). To date, the part still has not arrived, and I'm chasing Audi for a refund.

Both Audi Newcastle (my local stealership) and Audi Australia have been as much use as tits on a bull throughout. From ditzy Service receptionist 'oh that part has not arrived yet - you'll get a text when it does' (thanks for stating the bleeding obvious, that's why I'm calling you for the umpteenth time) to service guys 'I'll chase that up and get back to you (not)' I have just never got a straight reason for the delay. It's been many phone calls, visits in person, and emails, without success.

If I hadn't been able to revive the unit with the hot air station, I'd have been without the ACC and all the safety features for 5 months now.

Interestingly, the service bloke mentioned that they have to send the old modules back to Audi Germany when they replace them, so I suspect (with absolutely no evidence) that Audi may be refurbishing these things. It might explain why I can't get a replacement - they need a module to refurb in order to replace mine. But they can't get a module to refurb without a replacement to send out... Catch-22.

After some frustrated internet searching, I found and ended up using these guys to refurb my unit: Euro Car Upgrades. (I have no affiliation and don't get anything from them). They were very helpful, and seemed to be well-informed.

Remove module, send it off with some car info and pay a diagnostic fee.

Here is the response I got after they'd had a look at it (it may be a standard email, but whatevs):

>> After thorough assessment, we have identified the underlying issues:
>>
>>
>> 1. The Video Image BGA Processor has suffered damage due to
>> overheating, leading to dry solder. Rectification involves either
>> re-balling the grid array or replacement.
>>
>> 2. There has been impairment to the surface mount micro components
>> situated both upstream and downstream of the processor. These
>> components vary in size from 0.02mm to 0.04mm.
>>
>> 3. Furthermore, damage to the tracks/lines connecting to the image
>> processing unit has been detected.
>>
>> We hold unwavering confidence in our ability to successfully conduct
>> the required repairs, accompanied by a 12-month warranty for your
>> reassurance.
>>
>> The total cost for the repair stands at $1295, with an additional
>> [diagnostic fee of $295, resulting in a combined total of $1590.]

A fair chunk of $, but still less than half the price of an Audi replacement.

Paid the money, sent the module off on Friday, and it was back in the car and working by the following Friday. Obviously I'll need to get 2-3 months down the road before I declare success, but things are looking positive so far.

It's been a pretty disappointing experience - this is my 2nd Audi, and it'll be my last. These charlies think they can charge premium prices for Tesla-level service.

Anyway - hope that helps any Aussies who find themselves in a similar situation.

[and an update - soon after I'd had the module refurbed, and sent Audi a final demand for a refund, I got a message that the module had finally arrived at the stealership, and that they'd fit and re-calibrate it for free - ie would waive the $1000-odd that I'd still need to pay. I've turned down the offer as I'd already spent $1600 on the refurb, but it's nice to know that they did eventually attempt to make some reparation for the prolonged nonsense I've had to endure from them]

 

[Pickles]

I may have missed something, but what year/model Audi do you have this issue with?

 

[IchBautAuto]

This is quite common within the VAG family, possibly similar issues occur with other manufacturers. Not that that is any excuse for the design or the distribution chain.

First question, did you get your advance payment refunded?

Otherwise it is unfortunately a preview of where all new cars are headed as technology brings marvellous capability and complete un-fixability.

I will never cease to wonder how our earlier drivers managed to get from A-B without any of these aides. Clearly I'm not a fan of current complexibility and I stick to 15-20 year old cars to avoid it like the plague. Surprisingly I feel that I'm still getting a driving experience I treasure. Enough of the soapbox.

I use a pretty simple evaluation, if the car stops near X (where X is not a major or capital city) can it be fixed or does it need trucking hundreds of Km to even get access to factory diagnostics. The new twist is that diagnostics now connects to the factory via internet rather than being managed by the reader and it's software.

Anyway, brickbats to Audi and deserved however I douby if you'll do much better with any brand as cars evolve.

 

[TheSteamingHeap]

I may have missed something, but what year/model Audi do you have this issue with?

Sorry - should have said. 2016MY A6 Biturbo TDi, but as @IchBautAuto mentioned, it's not uncommon across the VAG group. I found a few threads here where owners of other flavour Audis had the same issue, but there wasn't really a useful info on resolution.

I haven't got my refund yet - I've given them until Friday before I ask my bank to do a card chargeback (one of those quiet benefits you get when you pay by card - if you don't get joy from the seller, you can hand it all over to the bank to sort it out).

The ACC is the reason I still have a license! I do a 375km commute fairly regularly, and find it very difficult to stay under the speed limit without ACC - the BiTurbo is just so powerful and has so much torque. It's far too easy to creep over the national speed target. And a lot of the driving is at night, so the auto matrix headlights make my life a lot easier too.

Letting the car do the grunt work means I end up much fresher/rested at the end of the journey, so the additional complexity is worth the price to me. And I wouldn't mind paying Audi Stealership prices if they offered the premium service they charge for, but they don't - they're a volume manufacturer offering volume manufacturer levels of care, which is not worth what they charge.

 

[jnrdavo]

Nice write up and thanks for this, it should help people in the future.

I'll make a copy to the other section of the forum for future use.

 

[Alister]

Interestingly, the service bloke mentioned that they have to send the old modules back to Audi Germany when they replace them, so I suspect (with absolutely no evidence) that Audi may be refurbishing these things. It might explain why I can't get a replacement - they need a module to refurb in order to replace mine. But they can't get a module to refurb without a replacement to send out... Catch-22.

Audi do refurbish some parts/components. Give away is usually a part number that ends in 'X'.

 

[TheSteamingHeap]

An update on how Audi aka The Stealership ended up dealing with things.

After numerous promises to refund me, several delays, "we'll get to it shortly" etc, the Newcastle Audi dealership suddenly turned around and basically said "we can't return the part to Germany, so we're not going to refund you. Pop around any time you like to pick it up".

Audi Australia were as much use as tits on a bull. I think they're a bit like WADA, sports' world anti-doping agency - there to give the impression that something is being done, without actually achieving anything meaningful, (thus keeping sponsor's cash coming in regardless). They made a bit of noise about investigating and looking into it, and then said "yeah, na, nothing we can do - it's a local matter".

I hope forum members know that if you pay for something by card, and the merchant gives you the run-around, you can hand it all over to the card company an leave it to them to sort it out. They're required to do this by law. When I lived in the UK, merchants were so afraid of this, that just mentioning that you were going to request a chargeback usually had them doing the right thing. There must have been significant consequences for them if VISA or MasterCard came knocking.
In Aus, where bureaucracy is a National Sport, it takes a bit longer. You have to submit a chargeback request, and the company then has 45 days to respond before the card company makes a decision. On both occasions I've needed to do this in Aus, it's taken the full 45days before I got my money back.
I've gone down the chargeback route a couple of times before, so I'd been careful to make sure I ticked all the boxes along the way, and had all my correspondence available. So I was able to provide

• the original invoice from October, which mentioned the part would be available within 4 weeks
• all emails between me and Audi Newcastle and Audi Australia, my numerous attempts to get a delivery date, and Audi Newcastle's promises to refund me. I'd been careful to send Audi a detailed email laying out my case and reasons for the refund request before submitting the chargeback request.

[This case demonstrates the importance of getting things in writing - either on a piece of paper, or electronically. I'd have had a much harder time proving my case if I'd just kept phoning Audi]

After 45 days, the chargeback request was approved and my money was credited to my account by Mastercard.

I cannot fathom the reasoning/motivation behind Audi Newcastle's behavior in this case. They were clearly in the wrong. And in the end, I got my money back, while they have lost a customer for life. It just makes no sense to me.

I've recently taken delivery of a shiny new Porsche Macan Turbo EV. Up until a few months ago, the Audi e-trons - both the SQ6 and GT - were on my shortlist to drive. I don't know what sort of markup Audi makes on a $100K+ car, but I suspect it's a bit more than the $3K odd they owed me. And that's before their overpriced servicing and sundry costs over however many years.

The A6 is my second Audi, but it will be my last. The missus is due to replace her car soon, and it won't be an Audi either now. It's a great pity because the cars in general have been great cars. The BiTurbo is such a wolf-in-sheep's clothing machine, burbling along at motorway speeds sipping under 6l/100km, but with enough torque to shift the earth on it's axis, and 5s to 100km/hr when you need it. All ruined by Audi's poor customer service and overpriced servicing. (I've been irritated by Audi's premium-level-pricing for mediocre-level-service for some time, so this was just the straw that broke the camel's back. I'm not paying much more for Porsche's workshop, but man do they look after their customers. It's been a real eye-opener).

It all just seems so stupid and shortsighted of Audi Australia and Audi Newcastle.

Pig-in-lipstick award to Audi.

Summary:
Get Eurocar upgrades to service your ACC module
Pay with your VISA or Mastercard, and let them sort out problems when the merchant behaves like a jerk.

 

[IchBautAuto]

That's an understandably emotive post. Unfortunately the romance we associate with our premium enthusiast brands has long gone out the window (probably 20 years since Audi made a ground breaking car instead of levering off a past hero by re-using the name).

Unfortunately seeing Audi as anything other than business making a profit is a bit romantic. And they aren't always savvy at their business reputation either as you can see from franchise responses.

As a Porscdhe owner too, I can also tell you that the gloss can fade pretty quickly for anything but a new car or a genuine classis. Most of the techs have to do a course on any of the mid aged cars before touching them. At least Porsche has a genuine classic support program and there is still a breath in the body that loves cars for themselves. With a new model just don't ever think you'll have the ability to access the car like you could with much earlier models. All factory connected diagnostics now, no VCDS equivalent standalone diagnostics, and thats the good news.

You have the designed in impediments put in your way for new cars of all brands and a savvy owner will have figured that out. For the enthusiast that both drives and fettles, there is no new car that meets the bill for 99% of owners. You just have to swallow the pride and drive an older "repairable" model.

I mean, who would have a car that is effectively disabled by a defective ACC camera that does the same job a competent driver has done since the dawn of motoring. Times change and you may not agree but we still buy these voluntary problems and post angrily about them.

 

[jnrdavo]

I think you are right. so many systems in cars nowadays, and they will all have to break at some point... electronic devices DO NOT last for ever....they more tou have in a car, the larger investment you will have to have to repair them in the future.

Sent from my SM-S926B using Tapatalk

 

[Alister]

An update on how Audi aka The Stealership ended up dealing with things.

After numerous promises to refund me, several delays, "we'll get to it shortly" etc, the Newcastle Audi dealership suddenly turned around and basically said "we can't return the part to Germany, so we're not going to refund you. Pop around any time you like to pick it up".

After 45 days, the chargeback request was approved and my money was credited to my account by Mastercard.

Great to hear that you got your money back in the end, even if you did have to go the CC chargeback route. Persistence pays off!

Sounds like poor form on Audi Newcastle's part given how they stuffed you around.

 

[MR AUDI]

An update on how Audi aka The Stealership ended up dealing with things.

After numerous promises to refund me, several delays, "we'll get to it shortly" etc, the Newcastle Audi dealership suddenly turned around and basically said "we can't return the part to Germany, so we're not going to refund you. Pop around any time you like to pick it up".

Audi Australia were as much use as tits on a bull. I think they're a bit like WADA, sports' world anti-doping agency - there to give the impression that something is being done, without actually achieving anything meaningful, (thus keeping sponsor's cash coming in regardless). They made a bit of noise about investigating and looking into it, and then said "yeah, na, nothing we can do - it's a local matter".

I hope forum members know that if you pay for something by card, and the merchant gives you the run-around, you can hand it all over to the card company an leave it to them to sort it out. They're required to do this by law. When I lived in the UK, merchants were so afraid of this, that just mentioning that you were going to request a chargeback usually had them doing the right thing. There must have been significant consequences for them if VISA or MasterCard came knocking.
In Aus, where bureaucracy is a National Sport, it takes a bit longer. You have to submit a chargeback request, and the company then has 45 days to respond before the card company makes a decision. On both occasions I've needed to do this in Aus, it's taken the full 45days before I got my money back.
I've gone down the chargeback route a couple of times before, so I'd been careful to make sure I ticked all the boxes along the way, and had all my correspondence available. So I was able to provide

• the original invoice from October, which mentioned the part would be available within 4 weeks
• all emails between me and Audi Newcastle and Audi Australia, my numerous attempts to get a delivery date, and Audi Newcastle's promises to refund me. I'd been careful to send Audi a detailed email laying out my case and reasons for the refund request before submitting the chargeback request.

[This case demonstrates the importance of getting things in writing - either on a piece of paper, or electronically. I'd have had a much harder time proving my case if I'd just kept phoning Audi]

After 45 days, the chargeback request was approved and my money was credited to my account by Mastercard.

I cannot fathom the reasoning/motivation behind Audi Newcastle's behavior in this case. They were clearly in the wrong. And in the end, I got my money back, while they have lost a customer for life. It just makes no sense to me.

I've recently taken delivery of a shiny new Porsche Macan Turbo EV. Up until a few months ago, the Audi e-trons - both the SQ6 and GT - were on my shortlist to drive. I don't know what sort of markup Audi makes on a $100K+ car, but I suspect it's a bit more than the $3K odd they owed me. And that's before their overpriced servicing and sundry costs over however many years.

The A6 is my second Audi, but it will be my last. The missus is due to replace her car soon, and it won't be an Audi either now. It's a great pity because the cars in general have been great cars. The BiTurbo is such a wolf-in-sheep's clothing machine, burbling along at motorway speeds sipping under 6l/100km, but with enough torque to shift the earth on it's axis, and 5s to 100km/hr when you need it. All ruined by Audi's poor customer service and overpriced servicing. (I've been irritated by Audi's premium-level-pricing for mediocre-level-service for some time, so this was just the straw that broke the camel's back. I'm not paying much more for Porsche's workshop, but man do they look after their customers. It's been a real eye-opener).

It all just seems so stupid and shortsighted of Audi Australia and Audi Newcastle.

Pig-in-lipstick award to Audi.

Summary:
Get Eurocar upgrades to service your ACC module
Pay with your VISA or Mastercard, and let them sort out problems when the merchant behaves like a jerk.

Thanks for the information, very helpful. I am glad you got your money back.

 

[Audiissue]

This is an interesting/relevant post post for me, thankyou for that.

Can I ask if the reballing is still running in the Steaming Heap?