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Volkswagen of America, Inc.
Warranty Policies and Procedures Manual
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Policies and Procedures Manual | Foreword Page 2
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
FOREWORD
This document regulates handling and processing of warranty liabilities between authorized
Volkswagen dealers and Volkswagen of America, Inc. It is part of the Dealer Agreement Standard
Provisions, and should be used as a reference guide for Warranty Administrators and Service
Managers in their daily decision-making.
Any and all rights and obligations of Volkswagen and its authorized dealers are subject to any
applicable state or federal law or regulation.
The manual contains the following chapters:
What's New
Definitions and Abbreviations
Commonly Used Phone Numbers
1 General Warranty Guidelines
2 Warranty Administration
Warranty Coverage Verification
Warranty Claims
Repair Order Documentation
Reimbursement Policy
Warranty Parts Handling
Warranty Audits
3 Policy Application from A to Z
4 Vehicle Receipt, Storage and Customer Delivery
5 WorldAuto Certified Pre-Owned Limited Warranty Administration
6 Appendix: Warranty statements
Index
From time to time Warranty Bulletins will be published to modify existing warranty policies or add new
policies to the ones published in this manual. The Warranty Bulletin's policy will be incorporated into
the next scheduled revision of this manual.
© 2016 Volkswagen of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject
to the copyright and other intellectual property rights of Volkswagen of America, Inc., its affiliated companies and its licensors. All rights are
reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be
modified or reposted to other sites, without the prior expressed written permission of the publisher.
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Policies and Procedures Manual | What's New Page 3
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
WHAT'S NEW
Listed below are the sections from the manual which contain important updated information and a brief
description of the policy topic or change. Please read and become familiar with the updated
information in these sections.
WARRANTY BULLETINS INTEGRATED INTO THE MANUAL
The following Warranty Bulletins have been integrated into this edition of the manual.
WARRANTY BULLETIN
S
ECTION
NUMBER
VWP-15-11
Revision to Section 2.2 Warranty Claims of the Volkswagen Warranty
Policies and Procedures Manual
2.2
VWP-15-12
Revision to Section 4.1 New Vehicle Receipt of the Volkswagen
Warranty Policies and Procedures Manual
4.1
VWP-15-13 Injection Pump Limited Warranty Extension
1.2.8
3.63.1.21
VWP-15-14
Revisions to the Volkswagen Warranty Policies and Procedures
Manual due to the Launch of the Warranty Parts Portal (WPP)
2.5
3.7.2
VWP-15-15 VAS 6774 Fuel Identification Unit
2.3.2
3.63.1.20
VWP-16-01
Revision to Section 3.28 Loaner Vehicles of the Volkswagen
Warranty Policies and Procedures Manual
3.28
VWP-16-02
Revision to Option 1 (Consumer Price Index-Based Rate) of Section
2.4.2.2 Labor Rate Increase Options of the Volkswagen Warranty
Policies and Procedures Manual
2.4.2.2
VWP-16-03 Volkswagen-Approved Diagnostic Tools and Diagnostic Software 1.3
VWP-16-04 2017 Model Year Volkswagen Vehicle Warranty
1.1
1.2
3
6
VWP-16-05 Heater Core Limited Warranty Extension
1.2.8
3.63.1.22
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Policies and Procedures Manual | What's New Page 4
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CONTENT UPDATES
Section 3.23.2.1 7/70 California Emissions Warranty Tables: Added Model Year 2017 7/70
California Emissions Warranty component coverage table; removed Model Year 2006 7/70
California Emissions Warranty component coverage table.
Section 3.23.2.3 15/150 PZEV/AT-PZEV California Emissions Warranty Table: Added Service
Number 2666 Pressure Hose to the 15/150 PZEV/AT-PZEV California Emissions Warranty table.
Section 4.3 Customer Delivery: A correction was made to the sentence: The dealer is
responsible to notify Volkswagen, through SAGA, of the correct in-service date, which becomes
the warranty activation date. Sentence now reads: The dealer is responsible to submit the
correct in-service date, which becomes the warranty activation date.
Section 5.4 CPO Warranty Fees: Added e-Golf
Section 6.6 Federal Emissions Warranties: Updated EPA contact information
G
ENERAL EDITING UPDATES
VIM was replaced with OMDWeb
All references to 12-volt were changed to 6-volt/12-volt
The revision date in the footer of the manual was updated to "06/16"
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Policies and Procedures Manual | Table of Contents Page 5
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
TABLE OF CONTENTS
FOREWORD ................................................................................................................................ 2
WHAT'S NEW .............................................................................................................................. 3
TABLE OF CONTENTS ............................................................................................................... 5
DEFINITIONS AND ABBREVIATIONS ..................................................................................... 12
COMMONLY USED PHONE NUMBERS .................................................................................. 13
1 GENERAL WARRANTY GUIDELINES .............................................................................. 14
1.1 Overview of New Vehicle Warranties..................................................................... 14
1.2 Warranties at a Glance ............................................................................................ 15
1.2.1 New Vehicle Limited Warranty ...................................................................... 15
1.2.2 Powertrain Limited Warranty ......................................................................... 19
1.2.3 Hybrid System Limited Warranty ................................................................... 21
1.2.4 High-Voltage System Limited Warranty (All-electric models only) ................ 22
1.2.5 Limited Warranty Against Corrosion Perforation ........................................... 24
1.2.6 Federal Emissions Warranty ......................................................................... 26
1.2.7 California Emissions Warranty ...................................................................... 28
1.2.8 Volkswagen Limited Extension Warranties ................................................... 29
1.2.9 Volkswagen Parts and Accessories Limited Warranty .................................. 33
1.3 General Guidelines .................................................................................................. 34
1.4 General Exclusions from Coverage ....................................................................... 37
2 WARRANTY ADMINISTRATION ....................................................................................... 39
2.1 Warranty Coverage Verification ............................................................................. 39
2.1.1 Delivery Date Discrepancies ......................................................................... 39
2.1.2 Voided Warranty ............................................................................................ 40
2.1.3 Warranty Reinstatement ................................................................................ 40
2.2 Warranty Claims ...................................................................................................... 41
2.2.1 Time Limits to File a Claim ............................................................................ 42
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.2.2 Personnel Authorized to Code/Enter Warranty Claims ................................. 43
2.3 Repair Order Documentation ................................................................................. 43
2.3.1 Required Information on Repair Order .......................................................... 43
2.3.2 Required Documentation with Repair Order ................................................. 45
2.3.3 Documentation for Paint and Corrosion Claims ............................................ 47
2.3.4 Documentation for Parts Warranty Claims .................................................... 47
2.3.5 Document Retention ...................................................................................... 48
2.3.6 Storage, Access to, and Reproduction of Dealer Records ............................ 48
2.4 Reimbursement Policy ............................................................................................ 50
2.4.1 Reimbursement of Parts ................................................................................ 50
2.4.2 Reimbursement of Labor ............................................................................... 54
2.4.3 Reimbursement of Sublet Repairs ................................................................ 63
2.5 Warranty Parts Return Center Requirements ....................................................... 64
2.5.1 Warranty Parts Shipment .............................................................................. 64
2.5.2 Warranty Parts Retention, Storage and claim follow-up at the Dealership ... 67
2.5.3 Documentation for Parts Requested by the Warranty Parts Return Center .. 68
2.5.4 Packing Parts Requested by the Warranty Parts Return Center................... 69
2.5.5 Part Retention at the Warranty Parts Return Center ..................................... 70
2.5.6 Part Return from the Warranty Parts Return Center ..................................... 70
2.5.7 Scrapping Parts ............................................................................................. 71
2.6 Warranty Audits ....................................................................................................... 72
2.6.1 Warranty Audit Procedures ........................................................................... 72
2.6.2 Who Performs Warranty Audits ..................................................................... 73
2.6.3 Parts Retention for Warranty Audits .............................................................. 73
3 POLICY APPLICATION FROM A TO Z ............................................................................. 74
3.1 Accidents/Fire Damages/Safety Concerns ........................................................... 74
3.2 Add-On Repairs ....................................................................................................... 75
3.3 Address Change/Ownership Change .................................................................... 75
3.4 Adjustments ............................................................................................................. 75
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.5 Air Conditioner ........................................................................................................ 75
3.6 Airbags ..................................................................................................................... 76
3.7 Audio ........................................................................................................................ 77
3.7.1 Direct Exchange ............................................................................................ 77
3.7.2 Non-Direct Exchange .................................................................................... 82
3.8 Battery Vehicle...................................................................................................... 85
3.8.1 Policy for 6-Volt/12-Volt Original Equipment Battery ..................................... 85
3.8.2 Genuine Volkswagen 6-Volt/12-Volt Replacement Battery Limited Warranty 85
3.8.3 Volkswagen Economy 6-Volt/12-Volt Replacement Battery Limited
Warranty (for battery part numbers beginning with JZW) .............................. 90
3.8.4 Genuine Volkswagen 6-Volt/12-Volt Replacement Battery Drop-Ship
Program ......................................................................................................... 90
3.9 Battery Test .............................................................................................................. 91
3.9.1 Policy for All Vehicle Battery Warranty Claims .............................................. 91
3.9.2 Battery Test and Maintenance Procedures ................................................... 91
3.10 Brake Disc/Drums, Machining ................................................................................ 92
3.11 Brake Noise/Squeal ................................................................................................. 92
3.12 Brake Pads/Shoes and Discs/Drums ..................................................................... 92
3.13 Bulbs......................................................................................................................... 93
3.14 Cabrio and Convertible Top Repairs ..................................................................... 94
3.15 Campaigns and Updates......................................................................................... 94
3.16 CD Changer .............................................................................................................. 94
3.17 Clutch Disc [Excludes Direct Shift Gearbox (DSG)]............................................. 95
3.18 Customer Care ......................................................................................................... 95
3.19 Customer Loyalty Assistance Program ................................................................ 96
3.20 Distributor Cap, Rotor, High Tension Wires ......................................................... 96
3.21 Emergency Repairs ................................................................................................. 96
3.22 Emissions Testing of Vehicles with Full-Time All-Wheel Drive .......................... 97
3.23 Emissions Warranties ............................................................................................. 97
3.23.1 8/80 Federal Emissions Warranties Component Coverage .......................... 99
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.23.2 California Emissions Warranties Tables ...................................................... 101
3.24 Exported and Imported Vehicles .......................................................................... 123
3.24.1 Exported Vehicles/Warranty Outside of the United States .......................... 123
3.24.2 Imported Vehicles Without United States Specifications ............................. 124
3.25 Glass ....................................................................................................................... 124
3.26 Headphones, Unwired (Routan) ........................................................................... 125
3.27 Lemon Law State Lemon Law Hearings and Arbitration Hearings................ 125
3.28 Loaner Vehicles ..................................................................................................... 126
3.29 Maintenance ........................................................................................................... 127
3.29.1 General ........................................................................................................ 127
3.29.2 Volkswagen Carefree Maintenance Program .............................................. 128
3.29.3 Carefree Maintenance Coverage for Interim Oil Changes for Certain 2009
2015 MY Volkswagen TDI
®
Engine Vehicles Registered in the States of
Illinois and Minnesota Only.......................................................................... 130
3.30 Main Wiring Harness ............................................................................................. 131
3.31 Mediation/Arbitration Programs/Special Extensions ......................................... 132
3.32 Mufflers Volkswagen Limited Lifetime Warranty ............................................. 132
3.32.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock
Absorbers, Struts and Strut Inserts ............................................................. 132
3.33 Odometer Replacement ........................................................................................ 133
3.33.1 Altered Odometer Reading .......................................................................... 134
3.34 Oil Quality Standards (Engine Oil) ....................................................................... 134
3.35 Paint and Corrosion Repairs ................................................................................ 134
3.36 Parts Damaged Parts ......................................................................................... 136
3.37 Parts Genuine Parts ........................................................................................... 137
3.38 Parts Ordering .................................................................................................... 139
3.39 Parts Replace-Only Components...................................................................... 140
3.40 Pick-Up and Delivery Service for Touareg .......................................................... 141
3.41 Productivity Repair Shop................................................................................... 141
3.42 Repair Versus Replace.......................................................................................... 142
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.43 Radio/CD Changer ................................................................................................. 142
3.44 Repairs Completed at or Near Warranty Expiration ........................................... 143
3.45 Repurchased (Reacquired) Vehicles ................................................................... 143
3.46 Repeat Repairs/Shop Comebacks ....................................................................... 144
3.47 Road Test Labor Operations ................................................................................ 144
3.48 Roadside Assistance ............................................................................................ 144
3.49 Safety Belts ............................................................................................................ 145
3.50 Service Xpress (VW Brand Approved) ................................................................ 146
3.51 Seat Covers ............................................................................................................ 147
3.52 Shock Absorbers Volkswagen Limited Lifetime Warranty ............................. 147
3.53 Struts and Strut Inserts Volkswagen Limited Lifetime Warranty................... 147
3.54 Sunroof ................................................................................................................... 147
3.55 Technician Efficiency ............................................................................................ 148
3.56 Technician Helpline/VTA Case Number .............................................................. 148
3.57 Technician Time Recording .................................................................................. 150
3.58 Tires ........................................................................................................................ 153
3.59 Towing .................................................................................................................... 154
3.60 Transmission Repair vs. Replacement................................................................ 155
3.61 Tuning and Modifications of the Vehicle............................................................. 155
3.62 Update Technical Bulletins................................................................................... 156
3.63 Warranty Extensions ............................................................................................. 156
3.63.1 Volkswagen Limited Extension Warranties ................................................. 156
3.63.2 Warranty Extension for Demonstrator, Service Loaner, Driver Education,
Dealer Daily Rental or VWoA Company Cars ............................................. 191
3.64 Warranty Repair Acceptance Process in WISE .................................................. 192
3.65 Wear and Tear Covered Components NVLW ................................................... 192
3.66 Wheel Alignment and Balance ............................................................................. 192
3.67 Wiper Blades .......................................................................................................... 193
4 VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY ..................................... 194
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1 New Vehicle Receipt.............................................................................................. 194
4.1.1 Transportation Inspection ............................................................................ 194
4.1.2 Transportation Claim Damage Claim Type 9T1 ....................................... 197
4.1.3 Warranty Claim Damage Claim Type 910 ................................................ 199
4.1.4 Transportation Claims Claim Type 9T1 .................................................... 200
4.2 Vehicle Inventory Storage/Maintenance.............................................................. 202
4.3 Customer Delivery ................................................................................................. 205
5 WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY ADMINISTRATION .. 206
5.1 Vehicle Eligibility ................................................................................................... 207
5.2 Inspection & Certification ..................................................................................... 207
5.2.1 WorldAuto Certified Pre-Owned Vehicle Certification Request ................... 208
5.2.2 Denial of Certification Request/Cancellation ............................................... 209
5.3 Warranty Initiation ................................................................................................. 209
5.4 CPO Warranty Fees ............................................................................................... 210
5.5 Administrative Fee for Non-Standard Parameters of the WorldAuto CPO
Program ................................................................................................................. 210
5.6 Customer/Dealer Deductible ................................................................................ 211
5.7 Warranty Transfer.................................................................................................. 211
5.8 Dealer Confirmation of Coverage ........................................................................ 211
5.9 Inquiries/Literature ................................................................................................ 212
5.10 Dealer Compliance with Federal Trade Commission Used Motor Vehicle Rule212
6 APPENDIX: WARRANTY STATEMENTS ........................................................................ 213
6.1 New Vehicle Limited Warranty ............................................................................. 213
6.1.1 What is Covered .......................................................................................... 213
6.1.2 What is Not Covered ................................................................................... 214
6.2 Powertrain Limited Warranty ................................................................................ 218
6.2.1 What is Covered .......................................................................................... 218
6.2.2 What is Not Covered ................................................................................... 219
6.3 Hybrid System Limited Warranty ......................................................................... 222
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
6.3.1 What is Covered .......................................................................................... 222
6.3.2 What is not covered ..................................................................................... 223
6.4 High-Voltage System Limited Warranty (All-electric models only) .................. 226
6.4.1 What is Covered .......................................................................................... 226
6.4.2 What is not covered ..................................................................................... 228
6.5 Limited Warranty Against Corrosion Perforation............................................... 231
6.5.1 What is Covered .......................................................................................... 231
6.5.2 What is Not Covered ................................................................................... 232
6.6 Federal Emissions Warranties ............................................................................. 234
6.6.1 General Warranty Information ..................................................................... 234
6.6.2 Federal Emissions Control System Defect Warranty .................................. 235
6.6.3 Federal Emissions Performance Warranty .................................................. 236
6.7 California Emissions Warranties ......................................................................... 241
6.8 Volkswagen Parts and Accessories Limited Warranty ...................................... 248
6.9 Replacement Muffler, Shock Absorber, Strut, Strut Insert ................................ 250
6.10 WorldAuto Certified Pre-Owned Limited Warranty ............................................ 252
INDEX ...................................................................................................................................... 256
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Policies and Procedures Manual | Definitions and Abbreviations Page 12
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
DEFINITIONS AND ABBREVIATIONS
DEFINITIONS AND ABBREVIATIONS
AIAG
Automotive Industry Action Group
BBB
Better Business Bureau
CARB
California Air Resources Board
CFR
Code of Federal Regulations (U.S.)
CPO
Certified Pre-Owned
Customer/Owner
Volkswagen product owner
Dealer(ship)
Authorized Volkswagen Dealer or Authorized Service Center
ECM
Electronic Control Module
EPA
Environmental Protection Agency
ERO
Electronic Repair Order
FOM
Fixed Operations Manager
GF
Guided Functions
GFF
Guided Fault Finding
HAZMAT
Hazardous Material
MAT
Minimum Allowed Thickness
MIL
Malfunction Indicator Lamp
MY
Model Year
NHTSA
National Highway Traffic Safety Administration
NVLW
New Vehicle Limited Warranty
PDC
Parts Distribution Center
PDI
Perfect Delivery Inspection
QTM
Quality Technical Manager
R.O.
Repair Order
SRT
Suggested Repair Times
STI
Subject to Inspection
TCM
Transmission Control Module
U.S.
United States of America and its territories
VCOP
Volkswagen Castrol Oil Program
VIN
Vehicle Identification Number
Volkswagen
Volkswagen of America, Inc. an operating unit of Volkswagen Group of
America, Inc. ("Volkswagen of America, Inc.”)
VWoA
Volkswagen of America, Inc.
VWGoA
Volkswagen Group of America, Inc.
WFM
Warranty Field Manager
WISE
Warranty Information and Service Evaluation website
WPRC
Warranty Parts Return Center
WPP
Warranty Parts Portal
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Policies and Procedures Manual | Commonly Used Phone Numbers Page 13
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
COMMONLY USED PHONE NUMBERS
COMMONLY USED PHONE NUMBERS
Accounts Receivable: 1-905-428-6700
Automotive Warranty Services:
(formerly Ryan Warranty Services)
1-800-909-7926
Customer CARE Center: 1-800-822-8987
NAVTEQ 1-888-628-6277
Roadside Assistance: 1-800-411-6688
Systems Help Desk: 1-866-892-3375
Technical Assistance: 1-800-678-2389
Tools and Equipment Programs:
(Equipment Solutions)
1-800-892-9650
Volkswagen Transportation
Damage Claims Department:
1-877-365-0343
Archway (formerly Resolve): 1-800-544-8021
Volkswagen Warranty 1-866-306-8447
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General Warranty Guidelines | Overview of New Vehicle Warranties Page 14
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1 GENERAL WARRANTY GUIDELINES
1.1 OVERVIEW OF NEW VEHICLE WARRANTIES
OVERVIEW OF WARRANTIES MODEL YEAR 2006 2017
New Vehicle Limited
Warranty MY 2009 - 2017
MY 2009 - 2015
6-volt/12-volt
original
equipment
battery 2/24
3/36
1
New Vehicle Limited
Warranty MY 2006 - 2008
4/50
Powertrain Limited
Warranty MY 2011 - 2017
All models except Touareg 5/60 Touareg 10/100
Powertrain Limited
Warranty MY 2006 - 2010
5/60
Hybrid System Limited
Warranty
certain hybrid system parts 8/100
High-Voltage System
Limited Warranty (all-
electric models only)
certain high-voltage system parts 5/60
high-voltage battery (defects in
material and workmanship and
net capacity loss below 70%)
8/100
Limited Warranty Against
Corrosion Perforation
MY 2006 2015: 12/unlimited
2
MY 2016 - 2017: 12/120
Federal Emissions
Warranty (not applicable
for all-electric models)
certain
emission parts
2/24
certain emission parts 8/80
California Emissions
Warranty (not applicable
for all-electric models)
any emission related part
3/50
specific control devices
7/70
specific control
devices 8/100
3
PZEV/
AT-PZEV
15/150
4
Extension Warranties
--- various coverage ---
Parts and Accessories
Limited Warranty
1/12
1
3/36… 3 years or 36,000 mi, whichever occurs first
2
excludes Routan which is covered for 3/unlimited for all sheet metal panels and 5/100 for outer-body sheet metal panels
3
2009, 2010, 2012, 2013, 2014 Routan only
4
10/150 for High-Voltage batteries in AT-PZEV Hybrid models
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General Warranty Guidelines | Warranties at a Glance Page 15
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2 WARRANTIES AT A GLANCE
1.2.1 NEW VEHICLE LIMITED WARRANTY
NEW VEHICLE LIMITED
WARRANTY
MODEL
YEAR
MODEL
DURATION*
YEARS MILES
USA 2009 - 2017 All models 3 36,000 mi**
USA 2006 - 2008 All models 4 50,000 mi
*whichever occurs first
** MY 2009 2015 6-volt/12-volt original equipment battery covered 2 years/24,000 miles, whichever occurs
first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
Defects in material or workmanship, except as noted under exclusions.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
MY 20092015: 6-volt/12-volt original equipment battery after 2 years or 24,000 miles, whichever
occurs first, see 3.8.1 Policy for 6-Volt/12-Volt Original Equipment Battery.
Wheel alignment*, except for Touareg vehicles. Wheel alignment on all model year Touareg
vehicles will be allowed once between 1,000 miles and 6,000 miles in-service if supported by a
customer concern.
*Exception: Wheel alignment will be covered when required to correct a defect in manufacturer's
material or workmanship present at the time of delivery of the vehicle to the original purchaser or
the original lessee; or if the vehicle is first placed in service as a "demonstrator" or "company car"
on the date such vehicle is first placed in service.
Tire balance* and the repair or replacement of tires. Tires are warranted by the tire manufacturer.
*Exception: Tire balance will be covered when required to correct a defect in manufacturer's
material or workmanship present at the time of delivery of the vehicle to the original purchaser or
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General Warranty Guidelines | Warranties at a Glance Page 16
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
the original lessee; or if the vehicle is first placed in service as a "demonstrator" or "company car"
on the date such vehicle is first placed in service.
Vehicle graphics, such as 3M Second Skin. Vehicle graphics are warranted by the graphics’
manufacturer.
Unwired headphones (Routan). Unwired headphones are warranted by the headphone
manufacturer.
The cost of parts and labor in performing scheduled maintenance described in the Owner's
Manual or the maintenance section of the Warranty and Maintenance booklet.
Glass breakage, unless due to a defect in material or workmanship.
Service adjustments not usually involving replacement of parts after 1 year or 12,000 miles,
whichever occurs first.
Normal wear and exposure: Applies to various items such as paint, metal or plastic trim,
appearance and wear and tear items. Imperfections are normally apparent during or shortly after
delivery. Certain wear and tear components have limited coverage, see 1.2.1.1 Wear and Tear
Covered Components - NVLW.
For further information refer to Appendix: Warranty Statements.
1.2.1.1 WEAR AND TEAR COVERED COMPONENTS - NVLW
NVLW: The wear and tear components identified in tables 20132017 MY WEAR AND TEAR
COVERED COMPONENTS and 2007 2012 MY WEAR AND TEAR COVERED COMPONENTS, are
covered for wear and tear for 1 year or 12,000 miles, whichever occurs first, unless stated otherwise.
Listed wear and tear components are covered for defects in material or workmanship for the entire
NVLW period.
2013 2017 MY WEAR AND TEAR COVERED COMPONENTS
SERVICE
N
UMBER
COMPONENT
SERVICE
N
UMBER
COMPONENT
4623 rear brake shoes 4650 front brake discs
4636
front brake pads
4653
rear brake discs
4638
rear brake pads
9227
front wiper blade*
4646 rear brake drums
9243 rear wiper blade*
*covered for 6 months/6,000 miles, whichever occurs first
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General Warranty Guidelines | Warranties at a Glance Page 17
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2007 2012 MY WEAR AND TEAR COVERED COMPONENTS
SERVICE
NUMBER
COMPONENT
SERVICE
NUMBER
COMPONENT
4623 rear brake shoes 9437 brake light bulb
4636 front brake pads 9467 fog light halogen bulb
4638 rear brake pads 9469 rear fog light bulb
4646 rear brake drums 9475 back-up light bulb
4650
front brake discs
9622
dome light bulb
4653 rear brake discs 9632 air jet bulb
9227 front wiper blade*
9641 luggage compartment bulb
9243
rear wiper blade*
9647 map light bulb
9429
license plate bulb
9654
fresh air/heater regulator bulb
9433
tail light bulb
9659
glove compartment light bulb
9435 rear turn bulb
All other light bulbs, with the exception of Halogen/Xenon headlights. Halogen/Xenon headlights, replaced for
wear, are covered for the entire NVLW period.
*covered for 6 months/6,000 miles, whichever occurs first
B
RAKE PADS/SHOES AND DISCS/DRUMS
(Also see section 3.10 Brake Disc/Drums, Machining.)
MY 2007 2017
Brake pads/shoes and discs/drums worn beyond published wear limits are covered for wear and
tear for one year or 12,000 miles, whichever occurs first. Wear specifications must be
documented. Refer to ElsaPro Repair Manual for published brake pad/shoe and disc/drum wear
limits.
Brake pads/shoes and brake discs/drums are covered for defects in material or workmanship for
the entire NVLW period.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CONDITIONS FOR REPLACEMENT OF BRAKE DISCS/DRUMS UNDER WARRANTY
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
NOT
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
Defects in material and/or workmanship for the
entire NVLW period
Customer/Dealer cause
Outside influence
Brake discs/drums are considered defective if they
exhibit:
Brake disc/drum conditions that are not covered
include, but are not limited to:
Cracks Corrosion
Breaks
Localized overheating/hotspots
Porous casting
Damage due to improper removal of components
Or if:
Damage to brake disc/drum due to exceeding wear
limits (e.g., metal to metal friction)
DISCS:
Measure below minimum thickness (from MY 2007:
less than 1 year/12,000 miles, whichever occurs first)
(Refer to ElsaPro for specifications)
Damage due to improper operation of the vehicle
Exceed runout specification (refer to Technical
Bulletin 2015173 for specifications)
DRUMS:
Exceed maximum diameter
The Brake Disc Measurement Form must be filled out whenever brake discs are replaced, and attached to
the repair order for the vehicle. A copy of the completed form must also be sent together with replaced discs
if they have been requested by the Warranty Parts Return Center.
W
IPER BLADES
MY 2007 2017
Covered for 6 months/6,000 miles, whichever occurs first, for wear and tear. Covered for defects
in material or workmanship for the entire NVLW period.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.2 POWERTRAIN LIMITED WARRANTY
POWERTRAIN LIMITED
WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA
2011 - 2017
All models except
Touareg
5 60,000 mi
2011 - 2017 Touareg 10 100,000 mi
USA 2006 - 2010 All models 5 60,000 mi
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
Engine: cylinder block and all internal parts, cylinder head and all internal parts, valve train, spur
belt, flywheel, oil pump, water pump, intake manifold, related seals and gaskets.
Transmission: case and all internal parts, torque converter, seals and gaskets, transmission
E.C.M.
Drivetrain: differential and all internal parts, driveshaft and constant velocity (C.V.) joints.
A listing of covered components (including service numbers) can be found on WISE under Resource
Center/Powertrain Service Numbers.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
Mechanical adjustments due to normal use such as idle speed adjustments, etc.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
POWERTRAIN LIMITED WARRANTY COMPONENT COVERAGE CHART
Item
(Refer to ElsaPro
for Service Number)
Covered?
Details
Yes No
Engine: Cylinder Block
Cylinder block and cylinder head includes all internal
parts.
Flywheel
Repairs resulting from an outside influence such as
damaged teeth due to a defective starter or clutch wear
are not covered.
Cylinder Head
For defects in material or workmanship.
Valve Train
Includes valves, camshaft, timing gears, timing chains,
and spur belt.
Oil Pump
For defects in material or workmanship.
Water Pump
For defects in material or workmanship. Note, slight
seepage is normal and is not considered a defect.
Water Pump Pulley
Not covered.
G-Charger (Turbocharger)
This item may also be covered as an emission warranty
component. See California emission component
coverage section
Fuel System Controls
Not covered.
Injection Pump
For defects in material or workmanship.
Intake Manifold
For defects in material or workmanship.
Exhaust Manifold
This item may be covered as an emission warranty
component. See emission component coverage
sections Federal and California. The Exhaust Manifold
gasket (2609) is covered.
Engine Seals and Gaskets
Leaking or related to covered components. Seeping is
normal, and is not a warranty concern.
Clutch Components
Not covered.
Torque Converter
For defects in material or workmanship.
Transmission
Includes case and all internal parts.
Transmission Seals and
Gaskets
Related to covered components.
Transmission Controls
Not covered.
Transmission ECM
Requires Volkswagen-approved diagnostic
tools/GFF/GF printout attached to the R.O.
Transmission Oil Cooler
For defects in material and workmanship.
Differential
Includes all internal parts.
Driveshafts
For defects in material or workmanship.
C.V. Joints
For defects in material or workmanship.
C.V. Joint Boots
Not covered.
Wheel Bearings
Not covered.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.3 HYBRID SYSTEM LIMITED WARRANTY
HYBRID SYSTEM
LIMITED WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA 20112016 All Hybrid 8 100,000 mi
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
High-voltage battery (including protective box)
Battery energy control module
Battery cooling system (including battery fans, housing, and air induction vents)
Hybrid electric motor
Hybrid electric motor clutch
Hybrid electric motor clutch actuator
Power electronics (inverter and converter)
High-voltage cables (including connection boxes, safety plugs and pilot line cable system)
Electronic control module (ECM)
Electric A/C compressor (Touareg Hybrid only)
Power steering system (including pump and control module)
Electric transmission oil pump (including control module)
Hybrid components can only be serviced by a certified Volkswagen Hybrid Specialist.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.4 HIGH-VOLTAGE SYSTEM LIMITED WARRANTY (ALL-ELECTRIC MODELS
ONLY)
HIGH-VOLTAGE SYSTEM
LIMITED WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA
Certain high-
voltage system
parts
20152017
All-electric
models
only
5 60,000 mi
USA
High-voltage
battery
(The high-voltage
battery is covered
for defects in
material and
workmanship and
for net capacity
loss below 70%.)
20152017
All-electric
models
only
8 100,000 mi
*whichever occurs first
START OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
High-voltage battery
The high-voltage battery is warranted for 8 years or 100,000 miles, whichever occurs first, for
defects in material and workmanship and for net capacity loss below 70%. The battery net
capacity coverage includes any repairs needed to return battery net capacity to a level of 70%.
Coverage may not return the high-voltage battery to an “as new” condition with 100% net capacity,
but it will provide the vehicle with a net capacity level of at least 70%. Gradual reduction in battery
net capacity over time is integral to the nature of the components and does not represent a defect
under the terms of this warranty, as long as the reduction in net capacity is not in excess of 30%.
The warranty on the high-voltage battery does not apply if a defect has been caused by the
battery not being used, handled or maintained as described in the owner’s manual.
Power electronics, which consists of the DC-to-DC converter and pulse inverter
Electric motor
High-voltage air conditioning
High-voltage heating
Charger for high-voltage battery
Charging socket for high-voltage battery
Orange high-voltage cables and connectors
High-voltage components can only be serviced by a certified Volkswagen High-Voltage Specialist.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Damage or malfunctions caused by improper charging of the high-voltage system.
Damage or malfunctions caused by improper storage or handling of the high-voltage vehicle,
including parking the vehicle for more than 24 hours when the ambient temperature is higher than
118°F.
Damage or malfunctions caused by operation of the high-voltage vehicle in areas flooded with
water higher than the bottom of the vehicle body.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.5 LIMITED WARRANTY AGAINST CORROSION PERFORATION
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
2009 - 2014 Routan
All Sheet Metal Panels 3 unlimited
Outer-Body Sheet Metal Panels
one that is finish-painted and that
someone can see when walking
around the vehicle
5 100,000 mi
2016 - 2017 All models 12 120,000 mi
2009 - 2015 Tiguan 12 unlimited
2007 - 2015 Eos 12 unlimited
2006 - 2015 Passat, CC, GTI, Rabbit, Golf 12 unlimited
2005 - 2015 Jetta 12 unlimited
2004 - 2015 Touareg 12 unlimited
2004 - 2006 Phaeton 12 unlimited
1998 - 2015 Beetle, Beetle Convertible 12 unlimited
1999 - 2009 Golf (A4), Jetta (A4) 12 unlimited
1998 - 2005 Passat (B5) 12 unlimited
2000 - 2003 Eurovan 8 unlimited
1999 - 2002 Cabrio 6 unlimited
1997 - 1999 Golf (A3), Jetta (A3) 6 unlimited
1995 - 1997 Passat (B4) 6 unlimited
1995 - 2005
2002 - 2003
2002 - 2003
Winnebago Rialta
Winnebago Vista
Itasca Sunstar
N/A N/A
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERED REPAIRS
Body sheet metal panels that have been perforated by rust except as noted under exclusions.
Corrosion repairs must be pre-authorized. Verification of warranty coverage is obtained by completing
the Warranty Repair Acceptance Process on WISE (see section 3.64 Warranty Repair Acceptance
Process in WISE), with the following exceptions:
Corrosion issues addressed through an applicable technical bulletin, or
Corrosion repairs under 50 time units
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
EXCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Surface corrosion.
Corrosion perforation resulting from failure to promptly repair paint damage, damaged
undercoating or surface corrosion.
Corrosion perforation due to failure to wash or otherwise regularly care for the vehicle as
described in the Owner's Manual.
Corrosion perforation caused by unrepaired collision damage or improper collision repair.
Corrosion perforation caused by the use of inferior rust proofing agents or methods.
Corrosion resulting from damage caused by fallout, sandblasting, salt, foreign material deposits
(bird droppings, tree sap, etc.), stone chips, or car wash chemicals.
Use damage code 0003. For corrosion claims within the NVLW period or for corrosion claims outside
of the NVLW period use claim type 160.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.6 FEDERAL EMISSIONS WARRANTY
FEDERAL EMISSIONS
WARRANTY**
MODEL
YEAR
MODEL
D
URATION
*
YEARS MILES
Certain emission parts 1995 - 2017 All models 2 24,000 mi
Catalytic Converter and
Particulate Filter
Engine Electronic Control
Module (ECM) [Powertrain
Control Module Routan]
Onboard emission
diagnostic device
1995 - 2016 All models 8 80,000 mi
Catalytic Converter and
Particulate Filter
Engine Electronic Control
Module (ECM)
Transmission Control
Module (TCM)
Selective Catalytic
Reduction (AdBlue
®
) Control
Module
On-Board Diagnostic Device
(OBD)
2017 All models 8 80,000 mi
HVAC Control Module
(without TME HV Battery
Thermo-Management
Electronic)
HV Battery TME Control
Module
Power Electronics Module
(for Electric Drive)
HV Battery Regulation
Control Module
HV Battery Charging Control
Module
ESC Control Module
(Electronic Stability Control)
Electro Mechanical Brake
Servo (Brake Booster)
2017
Additionally
for Hybrid
and Plug-in
Hybrid
models
8 80,000 mi
*whichever occurs first
**not applicable for all-electric models
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
FEDERAL EMISSION WARRANTIES
Emissions Control System Defect Warranty: Emission related parts that fail to conform with EPA
regulations due to a defect in material or workmanship (coverage period is 2 years or 24,000
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
miles, whichever occurs first for any emission related part and 8 years or 80,000 miles, whichever
occurs first for specific control devices).
Emissions Control System Performance Warranty: Emission related parts that fail to pass an
Inspection and Maintenance (I/M) test or inspection (coverage period is 2 years or 24,000 miles,
whichever occurs first for any emission related part and 8 years or 80,000 miles, whichever occurs
first for specific control devices).
For detailed information refer to 3.23 Emissions Warranties and 6.6 Federal Emissions
Warranties.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.7 CALIFORNIA EMISSIONS WARRANTY
CALIFORNIA EMISSION WARRANTIES**
MODEL
YEAR
D
URATION
*
YEARS MILES
Any emission related part 1994 - 2017 3 50,000 mi
Specific control devices 1994 - 2017 7 70,000 mi
Specific control devices (Routan only)
2009, 2010,
2012, 2013,
2014
8 100,000 mi
California Partial Zero Emissions Vehicles
(PZEV)/Advanced Technology Partial Zero
Emissions Vehicles (AT-PZEV): any emission
related part***
2003 - 2017 15 150,000 mi
*whichever occurs first
**not applicable for all-electric models
***10/150 for high-voltage batteries in AT-PZEV hybrid models
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
CALIFORNIA EMISSION WARRANTIES
Emissions Control System Defect Warranty: Emission related parts that fail to conform with CARB
regulations due to a defect in material or workmanship
Emissions Control System Performance Warranty: Emission related parts that fail to pass an
emission Smog Check inspection
For detailed information refer to sections 3.23 Emissions Warranties and 3.23.2 California Emissions
Warranties Tables and 6.7 California Emissions Warranties.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.8 VOLKSWAGEN LIMITED EXTENSION WARRANTIES
For detailed information on Volkswagen Limited Extension Warranties see 3.63 Warranty Extensions.
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST
)
ENHANCED OIL
SLUDGE LIMITED
WARRANTY EXTENSION
USA 2001 - 2004 Passat 1.8T 10 120,000 mi
Claim Type:
110
Service Number:
S617
Technical Bulletin:
2013233
ENGINE COOLANT
TEMPERATURE (ECT)
SENSOR LIMITED
WARRANTY EXTENSION
USA
2001 - 2003 Passat 1.8T
10 100,000 mi
2001
New Beetle 1.8T AWV or AWW
Golf
1.8T AWV or AWW
GTI 1.8T AWV or AWW
Jetta
1.8T AWV or AWW
2004
GTI
Jetta GLI
2.8L
2.8L
Claim Type:
1E1
Service Number:
2462
Technical Bulletin: N/A
CENTER HIGH-MOUNTED
STOPLIGHT
LEDS
LIMITED WARRANTY
EXTENSION
Less than 7 years:
Applicable if any
CHMSL LED
stops working
7 - 10 years:
Applicable if any
of the CHMSL
LED groups
completely stops
working or within
all 4 LED groups
6 or more
individual LEDs
stop working
USA
2006 - 2009 GTI All
10 unlimited
2008 R32 All
Claim Type:
110
Service Number:
9470
Technical Bulletin: N/A
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
DSG GEARBOX
TRANSMISSION LIMITED
WARRANTY EXTENSION
All covered
vehicles must be
equipped with a
DSG transmission
AND have a
production date
from 02/19/07 thru
08/06/09
USA 2007 - 2010
Eos, GTI,
R32, Jetta,
Jetta SportWagen,
Passat Wagon,
CC
All 10 100,000 mi
Claim Type:
1PT
1SP
Service Number:
3511
3490
3925
3474
3472
3461
3460
3059
3060
3435
Technical Bulletin:
N/A
CATALYTIC CONVERTER
LIMITED WARRANTY
EXTENSION
USA
2004
New Beetle
Convertible
2.0L BGD
10 120,000 mi
2004 - 2005
Golf
2.0L BEV
Jetta
2.0L BEV
New Beetle Sedan
2.0L BEV
2006
Golf
2.0L BEV
Claim Type:
1E1/1E2
Service Number:
2673
Technical Bulletin: 2023049
WINDOW REGULATOR
CABLE LIMITED
WARRANTY EXTENSION
USA 2007 - 2011 Eos All 5 unlimited
Claim Type:
110
Service Number:
6452
Technical Bulletin:
N/A
TRANSMISSION VALVE
BODY LIMITED
WARRANTY EXTENSION
USA
2003 2006
New Beetle/
New Beetle
Convertible
All with AQ-250
automatic
transmission
7 100,000 mi
2005 2008 Jetta/Rabbit
All with AQ-250
automatic
transmission
2006 2008
Passat Sedan/
Wagon
All with AQ-250
automatic
transmission
Claim Type:
1PT
Service Number: 3877
Technical Bulletin:
N/A
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
INTAKE CAMSHAFT,
CAMSHAFT FOLLOWER
AND HIGH PRESSURE
FUEL PUMP LIMITED
WARRANTY EXTENSION
USA 2006 2007
Jetta / Jetta
Wagon
2.0L BPY
10 120,000 mi
GTI
2.0L BPY
Eos
2.0L BPY
Passat Sedan /
Wagon
2.0L BPY
Claim Type:
1PT
Service Number: 1505
Technical Bulletin:
2015153
FUEL PRESSURE SENSOR
LIMITED WARRANTY
EXTENSION
USA 2007 2008
Jetta
2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0LTFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
110
Service Number:
2409
Technical Bulletin:
2027458
INTAKE MANIFOLD
RUNNER CONTROL
MOTOR LIMITED
WARRANTY EXTENSION
USA 2006 2008
Jetta
2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0L TFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
110
Service Number:
2447
Technical Bulletin: 2027457
POSITIVE CRANKCASE
VENTILATION
(PCV)
VALVE LIMITED
WARRANTY EXTENSION
USA 2006 2008
Jetta 2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0L TFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
1PT
Service Number:
1726
Technical Bulletin:
2027454
FRONT WHEEL BEARINGS
LIMITED WARRANTY
EXTENSION
USA 2009 2010 Routan All 5 90,000 mi
Claim Type:
110
Service Number:
4067
Technical Bulletin:
2028396
ENGINE EXHAUST FLAP
LIMITED WARRANTY
EXTENSION
USA 2009 2013
Certain 2.0L TDI
®
engine vehicles
CBEA
CJAA
CKRA
10 120,000 mi
Claim Type:
110
Service Number:
2671
Technical Bulletin: 2031583
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
SECONDARY AIR
PRESSURE SENSOR
LIMITED WARRANTY
EXTENSION
USA
2009
Rabbit (A5)
CBUA, CBTA
10 120,000 mi
2009
Jetta Wagon (A5)
CBUA, CBTA
2009
Jetta (A5)
CBUA, CBTA
2010
Jetta (A5)
CBUA
2010 2012
Jetta SportWagen
(A6)
CBUA
2011 2012
Jetta (A6)
CBUA
2012
Passat
CBUA
2012
Beetle
CBUA
2010 2012
Golf (A6)
CBUA
Claim Type: 110
Service Number:
2666
Technical Bulletin:
2028415
FUEL INJECTOR LIMITED
WARRANTY EXTENSION
USA 2008 2012 Various
Certain 2.0 TFSI
engine vehicles with
engine codes CBFA
and CCTA
10 120,000 mi
Claim Type:
110
Service Number:
2440
Technical Bulletin:
2033805
INTAKE MANIFOLD
LIMITED WARRANTY
EXTENSION
USA 2008 2012 Various
Certain 2.0 TFSI
engine vehicles with
engine codes CBFA
and CCTA
10 120,000 mi
Claim Type:
1PT
Service Number:
2447
Technical Bulletin:
2031075
TURBOCHARGER LIMITED
WARRANTY EXTENSION
USA 2012 2013 Passat
Certain TDI vehicles
with engine code
CKRA
10 120,000 mi
Claim Type:
1PT
Service Number:
2130
Technical Bulletin:
2036110
DRIVERS DOOR WIRING
HARNESS LIMITED
WARRANTY EXTENSION
USA 2005 2006
Jetta (A5) (VIN
range from
1K_5M000001 to
1K_6M759703)
All 8 ½ 100,000 mi
Claim Type:
110
Service Number: 9732
Technical Bulletin:
N/A
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General Warranty Guidelines | Warranties at a Glance Page 33
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
LEFT CYLINDER HEAD
LIMITED WARRANTY
EXTENSION
USA 20112012 Routan
Certain 3.6L engine
vehicles with engine
code CJRA
10 150,000 mi
Claim Type:
1PT
Service Number:
1570
Technical Bulletin:
2038672
HIGH-PRESSURE FUEL
PUMP LIMITED
WARRANTY EXTENSION
USA
20092012 Jetta
Certain TDI
vehicles
10 120,000 mi
20092012
Jetta SportWagen
20102012
Golf
20092012
Touareg
2012
Passat
Claim Type:
1PT
Service Number:
2374
Technical Bulletin:
2041063 (Jetta, Jetta SportWagen, Golf) 2041057 (Touareg, Passat)
INJECTION PUMP LIMITED
WARRANTY EXTENSION
USA 20112013 Various
Certain 2.0L TFSI
engine vehicles
10 120,000 mi
Claim Type: 1PT
Service Number:
2463
Technical Bulletin:
2031426
HEATER CORE LIMITED
WARRANTY EXTENSION
USA
2013 2014 Passat
Certain TDI vehicles
with engine code
CKRA
10 120,000 mi
Claim Type:
110
Service Number:
8023
Technical Bulletin: 2040580
1.2.9 VOLKSWAGEN PARTS AND ACCESSORIES LIMITED WARRANTY
Warranty replacement parts within the remaining portion of the NVLW or within 1 year or 12,000
miles, whichever is greater.
Customer purchased parts within 1 year or 12,000 miles, whichever occurs first, beginning at the
date of sale to the retail customer. If the part is installed, the installation date is considered the
retail date.
New or remanufactured parts installed during the warranty period are covered for any unused
portion of the New Vehicle, Powertrain, or Emissions Warranties, or for the time and mileage limits
of the VW Parts Warranties, whichever is greater.
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General Warranty Guidelines | General Guidelines Page 34
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Accessories (e.g., roof rack, MDI box, alloy wheels) installed prior to New Vehicle delivery, are
covered for the New Vehicle Limited Warranty period.
Accessories installed by a Volkswagen authorized dealer, during the NVLW period, are covered
for the greater of, the remainder of the NVLW period; or 12 months or 12,000 miles, whichever
occurs first.
For detailed information refer to 6.8 Volkswagen Parts and Accessories Limited Warranty.
1.3 GENERAL GUIDELINES
START OF WARRANTY PERIOD
The warranty period begins with the in-service date, which is the date of delivery to the original
purchaser or the original lessee (including original fleet purchases), or the date the vehicle is first
placed in service as a demonstrator or company vehicle, whichever comes first. If not stated otherwise
the warranties are applicable for original purchaser/lessee and subsequent owners.
E
ND OF WARRANTY PERIOD
The warranty period ends at the earliest one of these two events (i.e., whichever occurs first):
When the vehicle reaches the specific warranty’s exact stated mileage limit (e.g., for the 3 years /
36,000 miles New Vehicle Limited Warranty [NVLW], the warranty ends at precisely 36,000 miles
not 36,001 miles), or
On midnight of the day before the given "anniversary" of the in-service date (e.g., for the 3 years /
36,000 miles NVLW, if the vehicle’s in-service date is December 1, 2009, the warranty ends at
midnight on November 30, 2012 not December 1, 2012)
Repair orders must be opened prior to the end of the warranty to be eligible for warranty
reimbursement.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of the defective part.
Only authorized Volkswagen dealers may perform warranty work. They must ensure that covered
repairs/replacements for all eligible Volkswagen customers are performed free of charge and in
compliance with these guidelines. An exception may be made in the case of an emergency repair (see
3.21 Emergency Repairs).
Defects in material or workmanship
Damages to the vehicle may be caused by the way its components are composed or processed
during manufacturing. These types of damages are the manufacturer's responsibility and are
eligible for warranty reimbursement.
Normal wear
All mechanical parts of the automobile are subject to wear. Repairs may become necessary that
do not result from defects in material and workmanship. Damages resulting from normal wear are
the customer's responsibility and are not eligible for warranty reimbursement with the exception of
covered wear items. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
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General Warranty Guidelines | General Guidelines Page 35
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Customer cause, outside influence, and inappropriate repairs
Damages resulting from negligence, customer driving habits, or outside influences are beyond the
control of Volkswagen. It is the customer's responsibility to operate the vehicle in accordance with
the Owner's Manual and to perform all regular scheduled maintenances as detailed in the
maintenance section of the Warranty and Maintenance booklet. These types of damages are not
eligible for warranty reimbursement.
Dealer caused repairs/replacements
Damages resulting from misdiagnosing or improper repair, dismantling, or installation are the
dealer's responsibility and are not eligible for warranty reimbursement.
C
ANADIAN CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN THE UNITED STATES
Canadian customers who require warranty repairs while traveling in the United States should have
repairs performed by an authorized Volkswagen dealer. If the vehicle is within a Volkswagen Group
Canada, Inc. warranty, United States dealers can submit a warranty claim. As of MY09, proof of
Canadian residence is required. If a United States dealer cannot submit a warranty claim, the
customer may be asked to pay for the repair. On the customer's return to Canada, they should present
the invoice to a Canadian Volkswagen dealer, who should submit a warranty claim on the customer's
behalf and obtain reimbursement for them.
U
NITED STATES CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN CANADA
United States customers who require warranty repairs while traveling in Canada should have repairs
performed by an authorized Volkswagen dealer. If the vehicle is within a VWoA warranty, Canadian
dealers can submit a warranty claim. As of MY09, proof of United States residence is required. If the
Canadian dealer cannot submit a warranty claim, the customer may be asked to pay for the repair. On
the customer's return to the United States, they should present the invoice to a United States
Volkswagen dealer, who should submit a warranty claim on the customer's behalf and obtain
reimbursement for them.
U
SE OF VOLKSWAGEN GENUINE PARTS
Genuine Volkswagen parts are required to be used for all repairs done at Volkswagen's expense and
pursuant to Volkswagen's warranties covering the vehicle and Volkswagen's warranties covering
replacement parts, accessories and optional equipment supplied by and purchased from VWoA. Non-
Genuine parts may be used for warranty repairs only if the warranty work is eligible for sublet to an
independent repair facility and the required parts are not in the Volkswagen parts program. Except as
noted above, VWoA will not reimburse the cost of non-genuine parts used for Volkswagen warranty
repairs.
V
OLKSWAGEN-APPROVED DIAGNOSTIC TOOLS AND DIAGNOSTIC SOFTWARE
The download and installation of updated ODIS Service diagnostic software versions by VW Dealers is
important to the success of the service business for both Volkswagen and our Dealers. It helps to
ensure a consistent customer service experience, optimizes technical repair assistance offered by
Volkswagen and improves the accuracy of SAGA claim submission. It is Volkswagen's expectation
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General Warranty Guidelines | General Guidelines Page 36
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
that all applicable Volkswagen-approved diagnostic devices be updated with the most current ODIS
Service application and diagnostic content versions within 14 calendar days of their release.
The latest ODIS Service application and diagnostic version information are posted on the ServiceNet
main page in the Alerts section.
SAGA claims submitted that include diagnostic labor time must be supported with a diagnosis log
produced from an appropriate Volkswagen-approved diagnostic tool loaded with the software version
that is no more than one version behind the current version. SAGA claim submissions that do not
meet this requirement are subject to denial or charge back.
Additional Information
Volkswagen recommends configuring ODIS Service to automatically download and install the latest
versions. For instructions and additional information, please refer to Service Information ODIS
Service document title: Online Update Guide located on ServiceNet > Vehicle Diagnostics >
Offboard Diagnostic Information System Service (ODIS Service) > Service Information.
V
OLKSWAGEN ENGINE OIL QUALITY STANDARDS
Engine oil requirement for all Volkswagen vehicles:
When performing repairs, scheduled maintenance or other service to Volkswagen vehicles that require
the addition of engine oil, whether topping off or doing a complete oil change, dealers must use engine
oil that meets Volkswagen oil quality standards. Lists of these oils appear in Technical Bulletin
Instance Number 2012855 on ElsaPro.
D
ATA QUALITY OF WARRANTY CLAIMS
Dealers must ensure a high quality of warranty data by submitting claims that are correct, complete,
and on time. Correct claim types, causal parts, part manufacturer codes, and damage codes, along
with short claim submission times enable Volkswagen to identify quality improvement potential without
delay.
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General Warranty Guidelines | General Exclusions from Coverage Page 37
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.4 GENERAL EXCLUSIONS FROM COVERAGE
There are general exclusions and restrictions for all warranties. For subject-specific exclusions or
exceptions please refer to section 1.2 Warranties at a Glance and chapter 3 Policy Application from A
to Z.
EXCLUSIONS INCLUDE BUT ARE NOT LIMITED TO:
D
AMAGE CAUSED BY ACCIDENT, ALTERATION, MISUSE, AND NEGLIGENCE OF THE VEHICLE INCLUDING BUT NOT
LIMITED TO
:
Collision (see 3.1 Accidents/Fire Damages/Safety Concerns)
Modification of the vehicle that alters the original engineering and/or operating specifications such
as chip tuning or other modifications of factory installed engine management systems that would
alter the vehicle performance specifications from those set by the vehicle manufacturer,
suspension modification (see 3.61 Tuning and Modifications of the Vehicle), use of high
performance parts, improper installation of accessories such as alarm systems or other
communications equipment
Misuse of the vehicle, such as driving over curbs or racing
Intentional or unintentional use of contaminated or improper fuel
Malfunctions caused by lack of maintenance, improper maintenance or failure to comply with
maintenance requirements described in the maintenance section of the Warranty and
Maintenance booklet or Owner's Manual. The owner must be able to furnish proof in the form of
service R.O.'s that all scheduled maintenance on 1999 and newer model year vehicles was
performed in a timely manner. A record must be kept, along with dated bills, of all maintenance
performed by facilities other than authorized VW dealers as proof that the maintenance was
performed when required
Failure to take the vehicle to an authorized Volkswagen dealer upon discovery of a defect in
material or workmanship
D
AMAGE CAUSED BY IMPROPER MAINTENANCE/REPAIR AND FAILURE TO COMPLY WITH VOLKSWAGEN
STANDARDS INCLUDING BUT NOT LIMITED TO
:
Improper tools or maintenance/repair procedures* including consequential damage
Repeat repairs/replacements due to incorrect diagnosis or improper repair procedures*/
installation
Damage due to failure to follow Volkswagen's procedures for the maintenance of vehicles in
storage.
*Volkswagen repair procedures that must be followed include but are not limited to Technical Bulletins,
Guided Fault Finding, and the Repair Manual.
D
AMAGE CAUSED BY THE ENVIRONMENT INCLUDING BUT NOT LIMITED TO:
Bird droppings, tree sap
Stone chips, scratches, dings or dents, objects striking the vehicle
Hail damage, wind storm, lightning, earthquake, fire, flood or other similar occurrences
Airborne industrial pollutants (e.g. acid rain)
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General Warranty Guidelines | General Exclusions from Coverage Page 38
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ALL WARRANTIES ARE VOIDED UNDER THE FOLLOWING CIRCUMSTANCES
(See 2.1.2 Voided Warranty):
The vehicle identification number (VIN) has been altered or removed
The odometer has been altered or the actual mileage cannot be determined
The vehicle is reported as dismantled, fire/flood damaged, junk, rebuilt, reconstructed, salvaged,
severely damaged and/or declared a total loss by an insurer or vehicles substantially reassembled
from or repaired with parts obtained from another used vehicle.
NO WARRANTY COVERAGE/REIMBURSEMENT EXISTS FOR ITEMS/CONDITIONS INCLUDING
BUT NOT LIMITED TO:
Tires (see 3.58 Tires)
Damage due to use of non-genuine Volkswagen parts and accessories (and any subsequent
damage including damage or malfunctions to associated parts or systems)
Damage due to used parts (except factory remanufactured parts)
Filters, oil, lubricants, or fluids, unless their replacement is a necessary part of warranty service
(see 2.4.1.2 Fluids and Lubricants). As of MY 2007 also spark plugs and clutch discs, unless
defective
Fuel system cleaning (i.e. carbon deposits/coking)
Unnecessary replacement of parts/units, unless written Volkswagen policy states otherwise, such
as replacement of an entire multi-piece kit when only specific components require replacement
Part found to be damaged upon removing the packaging and prior to installation on a vehicle (see
3.36 Parts Damaged Parts)
Shop supplies, including but not limited to rags, lubricants, cleaning solvents, adhesives, wire,
brake cleaner or any other solvents/cleaners
Cost of towing
GENERAL TERMS
Incidental damage is not covered, including loss of value of the vehicle, lost profits or earnings, and
out-of-pocket expenses for substitute transportation or lodging.
Any implied warranty, including any warranty of merchantability or warranty of fitness for a particular
purpose, will continue in force only during the warranty period of the limited warranties. Neither
Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any other obligation
or liability on its behalf. Some states do not permit a limitation on how long an implied warranty lasts,
or on the exclusion or limitation of incidental or consequential damages, so the above limitation may
not apply to the owner. The warranties give owners specific legal rights, and they may also have other
rights that vary from state to state.
Volkswagen Warranty reserves the right to charge back or deny claims that are not in compliance with
the policies and procedures outlined in this manual and other Volkswagen Warranty publications.
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Warranty Administration | Warranty Coverage Verification Page 39
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2 WARRANTY ADMINISTRATION
Volkswagen requires all reimbursements under warranty to be correct, complete, and verified at all
times. All repair work under warranty must be submitted for payment according to the Volkswagen
Warranty Policies and Procedures Manual. This chapter describes the required information and
documentation to substantiate claims submitted for reimbursement under warranty. Volkswagen
reserves the right to adjust or charge back warranty claims in cases of non-compliance.
2.1 WARRANTY COVERAGE VERIFICATION
Dealers must check ElsaPro every time a vehicle is serviced to identify open campaigns, Updates, and
warranty eligibility prior to repair work.
The Vehicle Identification Number (VIN) entered for inquiry must be a vehicle imported by
Volkswagen.
Always verify that the vehicle has a United States Warranty and Maintenance booklet, that an
Authorized Volkswagen dealer validated the Warranty and Maintenance booklet, and that all
required maintenances have been performed.
Verify that the vehicle is covered by a Volkswagen warranty; also see 2.1.2 Voided Warranty.
For the United States 10-year/100,000 mile Powertrain Warranty applicable to all MY 1994 MY 2001
Volkswagen vehicles and to MY 1993 Golf III and Jetta III vehicles, also verify eligible owner
information in ElsaPro. Confirm the customer's name (vehicle registration) and address. If the
customer's name does not match the first owner data on the screen, the customer is not eligible for the
10/100 Powertrain Warranty. For information pertaining to transferring the 10/100 Powertrain
Warranty to an immediate family member, or from a demonstrator, driver education, or daily rental
vehicle, see the 10/100 Powertrain Warranty Transfer Form available on WISE under Resource
Center > Forms > Powertrain Warranty.
Note: The 10-year/100,000 mile Powertrain Warranty applicable to model year 2011 2017
Touareg vehicles is applicable to original and subsequent owners and is automatically transferred
if the ownership of the vehicle changes within the Warranty period.
2.1.1 DELIVERY DATE DISCREPANCIES
In all cases, unregistered vehicles that have accumulated more than 1,000 miles will be
considered in-service. The in-service date is defined in the section Warranty Activation. Claims will
be denied if no in-service date is recorded and mileage exceeds 1,000 miles.
The in-service date must be entered on the Warranty Voucher in the maintenance section of the
Warranty and Maintenance booklet and be the same date reported to Volkswagen. These dates
cannot be different. Dealers are expected to perform warranty repairs on vehicles based upon the in-
service date in ElsaPro.
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Warranty Administration | Warranty Coverage Verification Page 40
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CHANGE OF VEHICLE IN-SERVICE DATE
Any in-service dates erroneously reported to Volkswagen must be handled exclusively by the Incentive
Help Desk. The services of the Incentive Help Desk may be utilized by submitting a manager-signed
Volkswagen Change Request to Reported Sale form to IHD@VW.com or by faxing it to 248-754-6572.
The Volkswagen Change Request to Reported Sale form is available through the Incentive Help Desk
or the VWHub under the Vehicle Sales tab.
2.1.2 VOIDED WARRANTY
Warranty is void and will not be reinstated on any vehicle if:
The VIN plate has been altered or removed.
The odometer has been altered or the actual mileage cannot be determined.
An insurer reports the vehicle as dismantled, fire/flood damaged, junk, re-built, reconstructed,
salvaged, or declared a total loss.
The vehicle has been stolen.
E
XCEPTIONS FOR TOTAL LOSS VEHICLES
If a vehicle is identified with a "T" (total loss) status in ElsaPro, the vehicle's warranty is invalid with the
exception of campaign and emissions claims, which can still be processed. Contact Volkswagen
Warranty for campaign or emissions claims for a vehicle with a "T" status. The Volkswagen Carefree
Maintenance Program is not applicable on total loss vehicles.
2.1.3 WARRANTY REINSTATEMENT
The warranty may be reinstated for recovered stolen vehicles.
Volkswagen will consider warranty reinstatement upon submission by the dealer of a request for
reinstatement, which must include a copy of the police report verifying recovery and a statement
by the dealer Service Manager/Service Director indicating that the vehicle should be considered
for warranty reinstatement.
Verification that repairs meet Volkswagen standards will be required following inspection of the
vehicle by a Volkswagen FOM. A copy of the original repair estimate, together with a copy of the
repair invoice and material issue must be produced for evaluation and verification.
Based on the FOM's inspection report, a decision will be made.
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Warranty Administration | Warranty Claims Page 41
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.2 WARRANTY CLAIMS
Warranty claims are considered invoices to Volkswagen for repair work performed under warranty. All
warranty claims must validate the work performed, date, and monetary amount due. It is the
responsibility of the authorized dealer to substantiate every warranty claim.
R
ECEPTION DATE
The reception date is the date the vehicle arrives at the dealership for service/repair.
R
EPAIR DATE
The date of the last punched repair time must be used as the repair date for all warranty claims unless
the vehicle meets specific criteria outlined in section 3.44 Repairs Completed at or Near Warranty
Expiration.
MILEAGE
For all warranty claims, the exact mileage on the warranty or maintenance claim must be the "in"
mileage (mileage on the odometer when the vehicle arrives at the dealership for service/repair).
Warranty claims with false odometer readings will be charged back.
P
ART MANUFACTURER CODE
The part manufacturer code identifies the manufacturer of the part. Valid part manufacturer codes
must be used on all claim submissions where there is a replaced part. Enter the actual part
manufacturer code from the defective part on each warranty repair order.
Part manufacturer code exceptions:
USM for Routan
444 for CPO, Accessories, Marketing Goodwill (claim type 2CM), Carefree Maintenance
and Volkswagen Care Maintenance Plans
In unusual circumstances, use K21 if the part manufacturer code is unknown/not accepted by the
system, cannot be recognized, or is missing from the part. Include in the claim comments field the
reason why K21 was used and include any part manufacturer code information available on the part.
C
AUSAL PART/LABOR
Each causal part/defect requires a separate claim*. Consequential damage is not a separate defect,
so it is claimed on the same line as the causal part. For example, a water pump leak soaks the timing
belt with coolant causing it to fail. The belt is considered consequential damage in this case and
submitted on the same claim line as the water pump.
If complaints are received for the same component on both the left and right sides of the vehicle, the
causal parts must be entered on separate claim lines*. For example, when claiming the left and right
lower control arms, one side cannot cause the other side to fail. Each side is a causal part, and the
parts must be entered on separate claim lines.
*Exception for brake discs: Brake discs on the same axle are required to be replaced as a pair (even if
only one disc is defective). The repair is to be submitted on one claim line for both discs (using two
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Warranty Administration | Warranty Claims Page 42
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
part numbers) and the labor. Mark one part number as causal. Do not separate the discs into two
claims or use a quantity of 2 with one part number.
L
ABOR OPERATION
A labor operation is an 8-character code that describes the kind of repair performed. Labor operations
are published on ElsaPro. Shown after the codes are the applicable time units allotted for each repair
operation. All repairs must be substantiated with punch times, technician notes, and any other
supporting documentation necessary to verify that the technician performed the claimed repairs at the
time punched.
Positions 7 and 8 of a labor operation make the following distinction:
00-49: The labor operation is for a main item, which is completed and carried out alone.
50-96: Indicates a combined item, which can only be carried out with the main item(s) that goes
with it.
C
LAIM COMMENTS
Completed claim comments supply additional information to help substantiate and process claims.
Claim comments fields should contain as much of the following information as possible:
A brief and accurate description of customer concern (such as "MIL on", or "rough idle")
Why the part was replaced/defect found (such as "solenoid does not click") or what part was
repaired (such as "repaired hose at N112 solenoid: cracked under clamp")
A brief and accurate description of diagnosis time, A-time, or any repairs other than replacement
of a part
Detailed emissions related warranty data is imperative in order for Volkswagen to meet expanding
regulations to government agencies, such as U.S. EPA and CARB
Technical Bulletin number followed for repair
Technician Helpline case number
All relevant fault codes that pertain to the claim Service Number (such as "DTC P1200").
For wear items covered by the NVLW, indicate the dimensions of the worn part in relation to the
specification. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
IMPORTANT: For claims with parts requested the claim "comments" must provide adequate
supporting information in the "COMMENTS" field of the SAGA claim at the time of claim
entry/submission. Any blank or inadequate "comments" will result in a delay in the review of the
claim. Do not use vague terminology such as "inop", "broken", or "performed diag".
2.2.1 TIME LIMITS TO FILE A CLAIM
Properly completed repair orders for justified warranty, campaign or No Charge Scheduled
Maintenance services must be transmitted no later than 30 days from the date of repair (last punched
repair date).
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Warranty Administration | Repair Order Documentation Page 43
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Claims received after one year from the date of repair cannot be processed. Some states may not
allow this limitation. Check state law for further information.
2.2.2 PERSONNEL AUTHORIZED TO CODE/ENTER WARRANTY CLAIMS
Authorized dealers must restrict access to repair orders to prevent unauthorized personnel from
adding repairs or labor operations to the repair order and/or warranty claim.
Only certified Warranty Administrators, Service Consultants, and Shop Foremen or Dispatchers are
approved to enter labor operations to warranty claims. If the employee's formal job description does
not list the responsibility of assigning technician repair times to the repair order and/or warranty claims,
then such repair times claimed will be charged back.
2.3 REPAIR ORDER DOCUMENTATION
Repair order documentation is the basis to verify the repair work performed under warranty and must
be correct and complete.
2.3.1 REQUIRED INFORMATION ON REPAIR ORDER
ACCURATE CUSTOMER AND VEHICLE DATA
Customer and vehicle data listed on a manual or electronic repair order (ERO) must be accurate. The
repair order must show the correct customer data including the customer's name, address, telephone
number, and signature authorizing the repair. The repair order must also record correct vehicle data
including the actual "in" and "out" dates and mileage of repair. In case of a road test the repair order
must clearly show the vehicle mileage "before" and "after" the road test.
S
ERVICE CONSULTANT VERIFICATION OF CUSTOMER CONCERN
Service Consultants must verify that a customer concern is about an actual failure by questioning the
customer thoroughly, inspecting the vehicle, and asking for a demonstration of the condition.
C
USTOMER SIGNATURE
The customer signature must appear on all repair order copies acknowledging the work to be
performed on his/her vehicle. If it is not possible to obtain the customer signature, the Service
Consultant must document the reason the customer signature is missing and sign (legible full
signature) the repair order.
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Warranty Administration | Repair Order Documentation Page 44
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CUSTOMER NOTES AND NIGHT DROP ENVELOPES
Signed night drop envelopes and separate customer notes must be cross-referenced and attached to
the working repair order.
T
ECHNICIAN NOTES
Technician notes must include but are not limited to, customer complaint, cause of the problem, and
details for the correction of the customer complaint. They must be clearly written by the technician on
the back of the repair order hard copy (next to the tear-off time flag that shows the "on" and "off" punch
times for the repair). For ERO dealers, the technician notes are to be entered on the ERO next to the
SRT for the repair.
D
OCUMENTATION NOTED ON THE REPAIR ORDER
Documentation to be noted on the repair order includes but is not limited to measurements or test
procedures. Brake replacement, (pads/shoes and rotors/drums) if covered by warranty, (including
warping) must include wear specifications. If a vehicle was towed to the dealership, note on the repair
order (next to the appropriate customer concern) that the vehicle was towed, and also identify the part
which caused the vehicle to be towed.
Information such as pressure test readings or any other information that will justify a warranty repair
must be clearly written on the repair order hard copy by the technician. For ERO dealers, the
technician must enter the specification on the ERO for that repair. The ERO system used must enable
VWoA to identify the technician who accessed the system and entered the specific notes.
Note: Brake wear and other specifications can be found in the repair manual on ElsaPro.
A new claim line is to be added to the repair order for a loaner vehicle.
D
OCUMENTATION REQUIREMENT FOR VOLKSWAGEN SHUTTLE SERVICE, PICK-UP AND DELIVERY SERVICE OR
PUBLIC TRANSPORTATION
A new claim line is to be added to the repair order describing the alternate transportation received
by the customer.
The following statements are a suggestion of what should appear on the repair order:
"Customer received VW shuttle service: One-way ____ Round-trip ____"
"Customer vehicle was: Picked-Up ____ Delivered ____"
"Customer received public transportation compensation: One-way $ ____ Round-trip
$ ____"
The customer must sign the repair order acknowledging that they received an alternate
transportation service.
If the alternate transportation service is not documented on the repair order, the customer
must sign the Volkswagen Alternate Transportation Form acknowledging that they
received an alternate transportation service.
The form is located in WISE > Resource Center > Forms > Alternate Transportation.
P
ARTS MATERIAL ISSUE
The parts material issue must show the quantity, part number, and part description for every part used
for a warranty repair. Parts used from the wiring harness repair kit, VAG 1978, must be listed by part
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Warranty Administration | Repair Order Documentation Page 45
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
number on the repair order’s parts material issue to substantiate the payment for wiring repairs
claimed under warranty.
S
UPPORT FOR A-TIME AND DIAGNOSIS TIME
Volkswagen Warranty must be able to reconstruct why A-time/diagnosis time has been claimed. Any
A-time/diagnosis time claimed must be fair, realistic, and have a technically sound explanation. The
technician must provide written detail of the diagnosis procedures used on the back of the repair order
hard copy.
A-time/diagnosis time must also be supported by the technician's punch time. A-time and diagnosis
time require a separate "on" and "off" punch time unless used in combination with a SRT operation, in
which case punch "on" when the repair is started and "off" when completed. The technician may also
punch individually for A-time and/or diagnosis time if used in combination with a SRT operation in
order to preserve the technician's efficiency on the SRT operation.
When claiming a road test, the repair order must clearly show the vehicle mileage "before" and "after"
the road test.
The time while being on hold with the Technician Helpline is not reimbursable. The Technician
Helpline recommendations, date of contact and case number must appear on the repair order. The
Technician Helpline case number must be entered in the claim comments. All supporting printouts and
other documentation such as Volkswagen-approved diagnostic tool printouts must be attached to the
repair order hard copy and be available for review.
C
ROSS-REFERENCING INFORMATION
All supporting documentation for a warranty repair must be cross-referenced to the original repair
order, for example, record the repair order number(s) and VIN on the supporting documentation.
2.3.2 REQUIRED DOCUMENTATION WITH REPAIR ORDER
Also see section 3.50 Service Xpress (VW Brand Approved).
ALL CHECKLISTS, WORKSHEETS, AND TEST PRINTOUTS
Documentation to be attached to the repair order includes but is not limited to all "before" and "after"
adjustments or specifications, i.e. "before" and "after" wheel alignment measurements, a copy of the
PDI checklist if the PDI was not performed using the ePDI application, all diagnostic worksheets, test
sheets, or printouts such as the Infotainment Worksheet, Transmission Repair vs. Replacement
Worksheet, Brake Disc Measurement Form, Midtronics® Battery Tester printout, Robinair
ROB134APF Air Conditioning Service Unit printout, sublet invoices, loaner agreements, alternate
transportation form if the alternate transportation service is not documented on the repair order, and
Volkswagen-approved diagnostic tools' data printouts.
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Warranty Administration | Repair Order Documentation Page 46
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Note: Volkswagen-approved diagnostic tools' data printouts are required for No Charge
Scheduled Maintenance claims if the maintenance service mandated the use of a Volkswagen-
approved diagnostic tool.
The results of any VAS 6774 test procedure must be recorded on the repair order and entered into the
Comment section of the claim. When the VAS 6774 specific gravity test result or the gasoline vapor
(sensor head) test result indicates incorrect/contaminated fuel, a printout of the fuel sample lab report
(Certificate of Analysis) is a mandatory claim documentation requirement. The Certificate must be
attached to the repair order to substantiate a diesel fuel system diagnosis only warranty claim (when
the Certificate of Analysis result = "Fail") or diagnosis and repair warranty claim (when the Certificate
of Analysis result = "Pass"). For additional information regarding diesel fuel system diagnosis and
repair, refer to Technical Bulletin Instance Numbers 2041057, 2041063 and 2041118.
S
ERVICE MANAGEMENT APPROVALS
The requirements for service management approvals are contained within the individual policies of the
Volkswagen Warranty Policies and Procedures Manual.
The method to document involvement and consent of dealership service management for various
types of repairs is by Service Manager or Service Director signature, date, and explanation.
In cases where the Service Manager or Service Director is unavailable, the dealership is to designate
other individuals to be responsible and accountable for all of the dealership’s service management
approvals. Service Manager/Service Director designates are to be salaried or non-commissioned
members of the dealership’s service management team.
A Service Manager/Service Director designate would normally be someone who supervises
employees, is responsible for the performance of the service department, and administers or applies
Volkswagen’s warranty policies and procedures. Service Technicians, Warranty Administrators, and
other support staff or hourly/commission-compensated personnel are not to be empowered for service
management approvals. Additionally, the delegation of service management approvals is to be
routinely monitored by the dealership’s General Manager to ensure compliance with Volkswagen’s
warranty policies and procedures.
A
UTHORIZATION FORMS
This includes, but is not limited to: All authorization forms such as the Warranty Parts Release
Authorization Form.
Forms are available on WISE under Resource Center > Forms.
I
NVOICES, LOANER AGREEMENTS, ALTERNATE TRANSPORTATION FORM
All sublet invoices and loaner agreements must be included with the repair order. Invoices are not
considered repair order copies. An alternate transportation form must be included with the repair order
if the alternate transportation service is not documented on the repair order.
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Warranty Administration | Repair Order Documentation Page 47
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ELECTRONIC REPAIR ORDER (ERO) DOCUMENTATION
Dealers using an ERO system must print a copy of the ERO following the initial write-up, including
customer concerns, VIN, mileage and other required information. The dealer must have the customer
sign the ERO copy and retain it along with all other supporting documentation needed for the warranty
repair.
D
OCUMENT ALTERATIONS
Dealers using manual repair orders or an electronic repair order (ERO) system containing alterations
made to Suggested Repair Times (SRTs), customer complaint, technician repair order time control
records and/or material issues must retain both pre-modified and modified documents for review by
VWoA. Paid warranty claims resulting from unjustified documentation alterations will be charged back.
T
ECHNICIAN TIME RECORD (TIME FLAG OR ELECTRONIC EQUIVALENT)
The repair order must include a record of the technician’s time spent for each repair line whether the
repair is billed to warranty, customer-pay, or an internal dealership account. Each repair line must
have a minimum of one time record [except as indicated by policy 3.50 Service Xpress (VW Brand
Approved)]
Each time record must indicate the time and date punched "on" and the time and date punched "off"
for each repair line. In the case of manually-affixed time flags, the time record must indicate the
technician number, repair order number, and repair order line. The tear-off stub must be permanently
affixed to the back of the repair order hard copy. Dealerships utilizing an electronic time recording
system must ensure that the system programming supports the aforementioned requirements.
The technician time record must reflect the time spent for each repair expressed in hundredths of an
hour.
2.3.3 DOCUMENTATION FOR PAINT AND CORROSION CLAIMS
See section 3.35 Paint and Corrosion Repairs.
2.3.4 DOCUMENTATION FOR PARTS WARRANTY CLAIMS
When an item covered under the Volkswagen Parts and Accessories Limited Warranty or the
Volkswagen Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers,
Struts and Strut Inserts is claimed defective, its eligibility must be documented by the previous repair
order. "Previous repair order" is defined as the repair order with which the eligible item was installed in
the vehicle by an authorized Volkswagen dealer.
Minimum information included must be the customer name, VIN, date, and mileage at installation.
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Warranty Administration | Repair Order Documentation Page 48
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
A parts counter sales ticket will take the place of the previous repair order if an authorized dealer did
not install the item. Minimum information on the parts counter sales ticket must include the date of
sale, the customer name, and part quantity and part number. Each elapsed month in service equals
1,000 miles for purposes of coverage eligibility.
2.3.5 DOCUMENT RETENTION
All documentation supporting warranty and non-warranty repairs must be retained for a minimum of 2
years after the claims have been paid. All records must be available for periodic review by a
Volkswagen representative.
Documentation that must be retained includes but is not limited to:
All dealer copies of repair orders and their material issues
All dealer copies of parts orders and purged invoices
Technician payroll records including daily, weekly, and monthly time control records,
corresponding summary reports, and employment records
Invoices supporting each warranty, recall, No Charge Scheduled Maintenance, or any other type
of repair submitted to Volkswagen for processing and payment
Work distribution control forms or schedules, customer service appointment scheduling
documents, and technician repair work distribution forms
Original invoices for outside purchases of parts or repair services (sublet), and records of charges
and payment for such services
All dated shipping records for part(s) requested through the Warranty Parts Portal (WPP) that
identify the individual repair order (claim), VIN, shipper, and shipped-to destination
Parts ordering records that support the need for a loaner vehicle, such as back-order records to
verify that Volkswagen could not supply parts for the vehicle when needed
Any and all documentation supporting a dealer's request for reimbursement for claimed warranty
service and repair work
All loaner agreements
Note: There may be legal requirements for the retention of documents in excess of 2 years.
Dealers are advised to verify such requirements with their legal/financial advisors and government
agencies.
2.3.6 STORAGE, ACCESS TO, AND REPRODUCTION OF DEALER RECORDS
Volkswagen representatives must be able to verify repair order documentation consisting of legible,
detailed records of both warranty and non-warranty service work performed. The dealer is responsible
to assure that the information is properly documented, legible, and accessible.
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Warranty Administration | Repair Order Documentation Page 49
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
A system of document security must be in place that protects against the information being altered or
destroyed once a repair order is finally closed. Precautionary measures must also be taken to ensure
document legibility, for example, photocopies of Midtronics® Battery Tester printouts to keep the heat-
sensitive paper from fading.
Dealers using electronic or hybrid repair order systems must print a copy of the electronic repair order
following initial write-up including the customer concerns, VIN, and other required information. The
dealer must then have the customer sign the electronic or hybrid repair order copy and file in VIN
sequence in a separate file set up for the purpose of retaining the customer signature.
All records (customer pay, warranty and internal) must be retrievable by VIN sequence. Retrieval of
repair order documents by VIN sequence allows the dealer the flexibility to meet individual dealer
service department needs as well as enhance customer satisfaction, and assure that all records
relating to a vehicle's service and repair are in the VIN folder.
S
CANNED SUPPORTING DOCUMENTATION
Volkswagen will accept scanned electronic/digital reproductions of the original repair order and
supporting documentation provided the documentation is clearly legible for review and available when
requested. Original documents may be discarded only if there is a way to retrieve acceptable
electronically stored documents, and the dealer must have a back-up recovery plan to replace
electronically stored documents in the event of disaster.
All scanned documentation must:
Be complete and retained as outlined in section 2.3 Repair Order Documentation in effect at the
time of the repair.
Be easily retrievable by VIN sequence.
Prohibit changes to the document after it has been imaged. If modification is necessary, both
original and modified copies must be available, with proper explanation signed and approved by
dealership management.
Note: The customer's signature, service management signatures, and technicians' time flags may
be provided electronically with no traditional paper time flags attached to any document when this
feature is part of the ERO system used in the dealership.
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Warranty Administration | Reimbursement Policy Page 50
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.4 REIMBURSEMENT POLICY
Volkswagen reimburses authorized dealers for labor and parts used for repair work performed under
warranty. If the parts and/or labor required for a repair exceed 80% of the cost of the unit, a complete
new or remanufactured unit should be installed, unless written Volkswagen policy states otherwise. It
is the dealer's responsibility to determine the most economical method of repair in order to control
warranty costs. It is expected that dealers will follow the Volkswagen Dealer Agreement Standard
Provisions, applicable state law, and Generally Accepted Accounting Principles (GAAP) in all warranty
related transactions or finance record keeping related to warranty.
2.4.1 REIMBURSEMENT OF PARTS
2.4.1.1 PARTS
Parts purchased from Volkswagen will be reimbursed based on the manufacturer’s suggested retail
price (MSRP) on claims for vehicle model years 2003 and newer. For model years prior to 2003, or for
over-the-counter stock parts, the parts will be reimbursed based on the formula Dealer Cost + 40% but
not to exceed MSRP. If remanufactured parts are available*, only the value of the remanufactured
part will be reimbursed. Parts not purchased from Volkswagen are reimbursed under the sublet policy
(see 2.4.3 Reimbursement of Sublet Repairs). The costs for shop supplies and dealer handling are not
separately reimbursable because they are included in the parts reimbursement.
*When the term “available” is used in regards to remanufactured parts, it means that a remanufactured part exists and
may be ordered. When a remanufactured part is not “available”, it does not mean that a remanufactured part is not in
stock at the Dealership or Parts Distribution Center.
2.4.1.2 FLUIDS AND LUBRICANTS
Only those fluids and lubricants listed in section 2.4.1.2.1 Part Numbers for Common Fluids and
Lubricants, lost due to a warranty-related failure, will be reimbursed. Only that portion of a fluid or
lubricant required and quantifiable for the repair/replacement is reimbursable. Disposal allowance is
already included in warranty reimbursement allowances. Refer to the applicable Technical Bulletin for
proper fluid capacity and filling procedures.
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Warranty Administration | Reimbursement Policy Page 51
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ENGINE OIL REIMBURSEMENT POLICY
Volkswagen Dealers are separated into two groups: Participating and Non-Participating, based on the
Dealer’s status in the Volkswagen Castrol Oil Program (VCOP).
VCOP Participating Dealers' Engine Oil Reimbursement
Participating Dealers in the VCOP are reimbursed for engine oil at the higher of
Dealer Cost for a single bottle or
Weighted-average retail price of applicable quart/drum/bulk national purchase quantity
percentages
Engine oils are claimed using the SAGA "Spare Part Number" field. Applicable reimbursement
amounts are automatically populated based on the claim quantity entered.
VCOP Non-Participating Dealers' Engine Oil Reimbursement
Non-Participating Dealers in the VCOP are reimbursed for engine oil at weighted-average dealer
cost. Engine oil is claimed using the SAGA "Outside Spare Part Number" field.
VCOP Participation Qualifications
To qualify as a Participating Dealer in the VCOP, a Dealer’s total volume of oil purchases from
Volkswagen (including oils not reimbursed by VW under warranty or Carefree Maintenance) must
exceed the total volume of oil claimed over the previous twelve (12) months. In cases where a
dealer does not have a 12-month purchase history, a participation notification email from the VW
Fixed Operations Manager to vwoapricing@vw.com will be accepted for dealer qualification.
VCOP participation status will be updated quarterly to ensure that Dealers are correctly
reimbursed based upon program qualifications.
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Warranty Administration | Reimbursement Policy Page 52
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2.4.1.2.1 PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
VCOP PARTICIPATING DEALERS' ENGINE OILS
Description
Part Number
Quantity
Equals
Reimbursement
In SAGA, Claim as:
Mineral Oil
5W20
G 052107S0 1 0.1 quart As calculated Spare parts
Mineral Oil
5W30
G 052530S0 1 0.1 quart As calculated Spare parts
Mineral Oil
10W30 + Misc. Oil
G 052108S0 1 0.1 quart As calculated Spare parts
Synthetic Oil
5W40
VW 502 00
G 052167S0 1 0.1 quart As calculated Spare parts
Synthetic Oil (TDI)
VW 504 00
VW 507 00
G 052195S0 1 0.1 quart As calculated Spare parts
PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
VCOP NON-PARTICIPATING DEALERS' ENGINE OILS
Description
Part Number
Quantity
Equals
Reimbursement
In SAGA, Claim as:
Mineral Oil
5W20
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Mineral Oil
5W30
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Mineral Oil
10W30 + Misc. Oil
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Synthetic Oil
5W40
VW 502 00
SYNGOIL 1 0.1 quart Enter value
1
Outside spare parts
Synthetic Oil (TDI)
VW 504 00
VW 507 00
TDIOIL 1 0.1 quart Enter value
1
Outside spare parts
1
Reimbursement values may be found in WISE under Resource Center > Claim Input Assistance > Claim Coding
Assistance > Outside Part Numbers for Common Fluids and Lubricants
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