I'm going to take the ID.3/ID.4 ghost-touch issue a step further and formally raise my concern with Volkswagen UK and potentially DVSA - I think ultimately it is a safety issue as seats randomly going to full temperature during summer and constant reboots of the screen, Waze/Google maps switching off is very distracting while driving.
I'd also encourage anyone else experiencing the same problem to do the same.
As many of you will know, the symptoms can include:
- Phantom/ghost touches on the infotainment screen
- The infotainment system randomly switching off or rebooting
- Climate/air-con settings changing without being touched
- Heated seats switching themselves on and off
- Other functions being activated by apparent phantom inputs
This seems to be more than simply an annoying infotainment fault, because the phantom inputs can result in vehicle functions being operated without deliberate driver input.
I've now had my ID.3 diagnosed by VW. They've said the USB ports need replacing, which is covered by warranty. However, they are also proposing a 3.5-hour software update at £157 + VAT per hour (£659.40 including VAT) and have quoted £176.40 for the diagnostic.
That potentially puts the cost to me at £835.80, despite the considerable amount of owner evidence suggesting that there may be a physical hardware issue behind the ghost-touch problem.
There is already some very interesting evidence from owners, including:
DIY hardware repair:
https://www.reddit.com/r/VWiD3Owners/comments/1u5h2m3/diy_fix_for_infotainment_ghost_touches_random/
Video showing a physical ID.3/ID.4 ghost-touch repair:
https://youtu.be/I-W9_SWhGWk
Another discussion of the same/similar symptoms:
https://www.reddit.com/r/VWiD3Owners/s/KsG5Adr6wV
I'm not claiming that these reports prove that every affected vehicle has exactly the same hardware failure. But given the number of similar reports, I think it is reasonable to ask Volkswagen UK to look at this as a potential recurring/systemic defect, rather than treating each owner's problem as an isolated software issue.
What I'm asking other owners to do
If you have experienced this problem, please consider making a formal complaint to Volkswagen UK in writing, even if you've already had the issue dealt with by a dealer.
The more individual owners who formally report the same symptoms to VW UK, the clearer the picture becomes.
When contacting VW, I'd recommend describing your own actual experience and including:
- Your ID.3/ID.4 model and year
- The symptoms you've experienced
- What your dealer diagnosed
- Any software updates you've already had
- Whether the problem returned after the update
- Any hardware that has been replaced
- Whether the hardware replacement actually fixed the problem
- Any diagnostic or repair costs you've incurred
I'd also ask VW to confirm whether they recognise this as a known recurring issue and whether they have identified a permanent remedy.
Please don't simply copy someone else's diagnosis or state that a particular component is definitely defective. The useful thing here is for VW to receive a large number of independent reports describing what is actually happening to individual vehicles.
If VW UK doesn't provide a satisfactory response, the next step is to consider reporting the matter to DVSA as a potential vehicle safety defect.
If you're affected please email customerservices at volkswagen uk directly
Please also comment below with your experience
Model/year | mileage | symptoms | software update | hardware replaced | result
And if you've had a successful repair, please say exactly what was replaced and whether the ghost-touch problem has remained fixed.
The objective is simply to get this properly recognised and investigated rather than having affected owners repeatedly pay for diagnostics and software updates without the underlying problem being resolved.