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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.

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

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

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

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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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

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

Guided Functions

GFF

Guided Fault Finding

HAZMAT

Hazardous Material

MAT

Minimum Allowed Thickness

MIL

Malfunction Indicator Lamp

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

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

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

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

PZEV/

AT-PZEV

15/150

Extension Warranties

--- various coverage ---

Parts and Accessories

Limited Warranty

1/12

3/36… 3 years or 36,000 mi, whichever occurs first

excludes Routan which is covered for 3/unlimited for all sheet metal panels and 5/100 for outer-body sheet metal panels

2009, 2010, 2012, 2013, 2014 Routan only

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

TART OF WARRANTY PERIOD

As stated in 1.3 General Guidelines.

COVERAGE

Defects in material or workmanship, except as noted under exclusions.

ARRANTY OBLIGATION

Repair of the defect or replacement of defective parts.

XCLUSIONS



As stated in 1.4 General Exclusions from Coverage.



MY 2009 – 2015: 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 2013 – 2017 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

UMBER

COMPONENT

SERVICE

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

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

OVERED BY

EHICLE

IMITED

ARRANTY

NOT

OVERED BY

EHICLE

IMITED

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.

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

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

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.

ARRANTY OBLIGATION

Repair of the defect or replacement of defective parts.

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

URATION

YEARS MILES

USA 2011 – 2016 All Hybrid 8 100,000 mi

*whichever occurs first

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.

ARRANTY OBLIGATION

Repair of the defect or replacement of defective parts.

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

URATION

YEARS MILES

USA

Certain high-

voltage system

parts

2015 – 2017

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%.)

2015 – 2017

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.

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

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

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

Winnebago Rialta

Winnebago Vista

Itasca Sunstar

N/A N/A

*whichever occurs first

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

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

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

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

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

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,

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 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

DRIVER’S 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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VOLKSWAGEN LIMITED

EXTENSION

WARRANTIES

COUNTRY MODEL YEAR MODEL ENGINE

YRS

MILES

(WHICHEVER OCCURS

FIRST)

LEFT CYLINDER HEAD

LIMITED WARRANTY

EXTENSION

USA 2011 – 2012 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

2009 – 2012 Jetta

Certain TDI

vehicles

10 120,000 mi

2009 – 2012

Jetta SportWagen

2010 – 2012

Golf

2009 – 2012

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 2011 – 2013 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.

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.

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.

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.

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.

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.

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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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.

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.

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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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:

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

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.

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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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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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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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.

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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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.

ECEPTION DATE

The reception date is the date the vehicle arrives at the dealership for service/repair.

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.

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.

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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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.

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.

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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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.

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.

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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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.

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.

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.

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.

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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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.

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.

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.

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.

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.

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.

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.

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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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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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.

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

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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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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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

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

Outside spare parts

Mineral Oil

5W30

MINOIL 1 0.1 quart Enter value

Outside spare parts

Mineral Oil

10W30 + Misc. Oil

MINOIL 1 0.1 quart Enter value

Outside spare parts

Synthetic Oil

5W40

VW 502 00

SYNGOIL 1 0.1 quart Enter value

Outside spare parts

Synthetic Oil (TDI)

VW 504 00

VW 507 00

TDIOIL 1 0.1 quart Enter value

Outside spare parts

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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS

EXCLUDING ENGINE OILS

Description

Part Number

Quantity

Equals

Reimbursement

In SAGA, Claim as:

Manual Transmission Oil

Use appropriate

part number

1 1 lt(qt) As calculated Spare parts

Automatic Transmission Oil

Use

appropriate

part number

1 1 lt(qt) As calculated Spare parts

AdBlue

® (Urea) [For Carefree

Maintenance Claims only]

GUS052910A3

1 9.5 lt or 2.5 gal As calculated Spare parts

AdBlue® (Urea) [For Warranty

Claims Only]

G 052910A2

1 1.89 lt or .5 gal As calculated Spare parts

Power Steering Fluid

G 002000

1 1 lt(qt) As calculated Spare parts

Power Steering Fluid

G 002012

1 354.8 ml As calculated Spare parts

Brake Fluid

B 000750M2

1 250 ml or .25 qt As calculated Spare parts

A/C Refrigerant

- R134A

ZVP0

00134 0.01 28.4g or 1 oz Enter value

Outside spare parts

PAG Oil

G 052154A2

0.5 125 ml or .130 qt As calculated Spare parts

Coolant

(except Routan)

ZVP000200

1 1 lt(qt) Enter value

Outside spare parts

Coolant (Routan only)

GUS012

001G1 1 1 gallon As calculated Spare parts

Sealant for Auto Trans

AKD45600002

1 14 ml tube As calculated Spare parts

Sealant Compound

AMV17400401

0.5 83 ml tube As calculated Spare parts

Sealant Compound

AMV18800102

0.5 100 g tube As calculated Spare parts

Sealant for Manu

al Trans

AMV18820003

0.5 100 g tube As calculated Spare parts

Sealant Compound Oil Pan

D 176404A2

0.5 93 g tube As calculated Spare parts

Use appropriate quantity while topping up by using the decimal point, i.e., ‘.50’

Up to 454 g will be reimbursed for testing purposes

50% of 1 can of PAG oil can be used when replacing R134A, use part number ‘G 052154A2’

These Sealing Compounds include enough compound to repair at least two vehicles. Claim the appropriate amount by

using the decimal point, i.e., ‘.50’

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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2.4.2 REIMBURSEMENT OF LABOR

The labor reimbursement is based on the dealer's approved labor rate in effect on the date of the

repair and the time associated with the repair/replacement. For most repair operations, Volkswagen

has specified flat rate times for labor operations published on ElsaPro, which must be used, except

where otherwise stated in written Volkswagen policy. For exceptional conditions, the actual punched

time (A-time) may be used.

REIMBURSEMENT OF LABOR

Reimbursed labor = Repair time x Labor rate

2.4.2.1 REPAIR TIME

2.4.2.1.1 FLAT RATE TIMES FOR LABOR OPERATIONS

Flat rate times for labor operations are based on the repair procedures approved by Volkswagen and

are provided for each model on ElsaPro. They determine the labor portion of a repair and contain the

average time for set-up, standard diagnosis, and repair procedures.

Claimed labor operations must be consistent with the customer concern and repair work performed.

Dealers are allowed the flat rate times that are current at the time the repair/replacement is performed.

Re-evaluation and establishment of a labor operation: Dealers may request re-evaluation of an

existing labor operation perceived as incorrect. Dealers may also request the establishment of a new

labor operation if the labor operation is warrantable but not listed on ElsaPro.



Note: All concerns or requests regarding SRT discrepancies or revision requests, must be

submitted by using the ElsaPro Feedback Button. When submitting feedback, the dealer must

follow-up the request by checking the ElsaPro Feedback Button for a response. To read a

response, choose the View option. A response will be provided when the status of your original

Feedback Form is Closed.

2.4.2.1.2 ACTUAL CLOCKED TIME (A-TIME) AND DIAGNOSIS TIME

A-TIME

A-time is the total clocked time a technician works on a repair. It must be realistic and fair. Examples

of conditions when A-time may apply are listed in the table Actual clocked time.

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ACTUAL CLOCKED TIME

Additional repair steps

Necessary repair steps are not included in labor operation, e.g.

a stud breaks while removing a water pump.

Missing labor operation The labor operation for the repair is not published in ElsaPro.

Less time needed than

labor operation

The repair is not carried out to the full extent or requires less

time than described in labor operation

Overlapping labor

operations

The repair shows common procedures with one or more repairs

being performed on the same vehicle

Diagnosis time

Diagnostic procedures are required to investigate the source of

the problem and there is no diagnosis labor operation

DIAGNOSIS TIME ASSOCIATED WITH A REPAIR FOR A DEFECT IN MATERIAL AND/OR WORKMANSHIP

Diagnosis time may be required to substantiate a customer complaint or to verify that a repair

corrected the failure. Diagnosis time is not included in repair SRTs with the exception of visual

diagnosis.

The following diagnostic labor operations must be utilized:



01500000: Guided Fault Finding or Guided Functions (applicable to MY 2004 and newer models

unless otherwise instructed in Volkswagen publications such as Technical Bulletins, Updates,

Campaign Circulars, etc. In some cases the procedures in these documents may instruct the

technician to specifically use Self Diagnosis.)



01320000: Technical Diagnosis

Diagnosis time may be claimed starting after the vehicle is brought into the work bay and before any

repairs or services are performed.

IAGNOSIS TIME WITH MIL ON AND NO REPAIR REQUIRED

When there is a MIL on and there is no defect associated, only the time to interrogate the control

modules and clear DTC codes will be reimbursed (based on the time expenditure identified on the

GFF diagnosis log). The GFF time should be claimed using labor operation 01500000.

A-T

IME OR DIAGNOSIS TIME OVER 1 HOUR

The Service Manager/Service Director is responsible for repairs requiring A-time or diagnosis time

over 1 hour and must approve the extra time by:



signing and dating the approval on the repair order



clearly and legibly recording any technical information on the repair order to validate the extra

time, including a road test

IAGNOSIS TO IMPROVE THE CUSTOMER EXPERIENCE (DICE)

Under certain conditions and criteria, the DICE warranty policy will allow dealers to claim up to 50 time

units (1/2 hour) of technical diagnosis when a customer concern cannot be duplicated and/or when the

vehicle is found to be operating normally when compared to the same or a similar vehicle.

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Actual DICE time expenditure (maximum 50 time units) may be utilized once per customer visit (repair

order). All DICE claims must be substantiated with appropriate documentation. All DICE time requires

the full signature of the Service Manager/Service Director or designate. The authorization signature

must be placed next to the technician notes describing the diagnosis steps on the repair order hard

copy.

Only diagnosis time which can be influenced at the technician level is included in this policy such as:



time used to investigate customer concerns, such as noises, fluid leaks, etc.



Guided Functions or scan tool diagnosis when no MIL is on



road test



time used when a customer concern cannot be duplicated or when the vehicle is found to be

operating normally when compared to the same or a similar type vehicle

The DICE warranty policy is only applicable while the vehicle is covered under the New Vehicle

Limited Warranty or the Powertrain Limited Warranty.

The DICE labor operation (01329599) is the only line item allowable on a DICE claim.

The DICE claim comments must include the following:



The statement: "DICE: Vehicle is found to be operating normally when compared to same or

similar type vehicle"



The customer concern



Applicable technician notes

DICE time is not claimable for customer concerns involving simple visual inspections or when basic

component function may be verified by the Service Consultant during write-up and does not involve

technical diagnosis (e.g. wiper blades are streaking or right rear speaker is inoperable).

Every Volkswagen dealer is eligible to participate in the DICE policy; however, Volkswagen of

America, Inc. reserves the right to cancel participation for any dealer if the policy is not used

appropriately for the purpose intended.

IAGNOSIS REQUIRING ROAD TESTS

The repair order must clearly show the vehicle mileage "before" and "after" the road test as well as

detailed technician notes explaining the customer complaint, cause, and correction to justify and

support the claim. Road tests may not be claimed more than one time per repair order.

UNCH TIME/DOCUMENTATION REQUIREMENTS FOR A-TIME AND DIAGNOSIS TIME

Detailed technician notes (including Dealer Technician Helpline recommendations, date of contact and

case number, when applicable) must be recorded on the repair order to support the A-time and/or

diagnosis time. The Dealer Technician Helpline case number (when applicable) must be entered in the

claim comments. (See section 3.56 Technician Helpline/VTA Case Number for conditions when a

Technician Helpline case number is required.)

A-time and diagnosis time must be supported with actual punch time (do not round up or down, if the

punch time is 27 time units, then enter 27 time units, not 25 or 30).

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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.

IAGNOSIS EXCLUSIONS/RESTRICTIONS



Diagnosis time may not be claimed when the technician does not have sufficient technical training

or experience for the system or model of vehicle being repaired. The Service Manager/Service

Director is responsible to assign work based on the technician's training and experience.



Do not claim diagnosis time while on hold or obtaining information from the Volkswagen

Technician's Helpline.

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2.4.2.2 LABOR RATE INCREASE OPTIONS

Two options are available for dealership warranty labor rate increase requests



Option 1 is an automatic increase process based on changes in the U.S. Consumer Price Index

(CPI).



Option 2 compensates dealerships at an individual labor rate that takes into consideration the

rate the dealership is charging their retail customers as well as the competitive market situation.

For Option 1, dealerships participate through an enrollment process initiated through the WISE

website.

For Option 2, the Warranty Labor Rate Increase forms are available on WISE under Resource Center

> Forms > Labor Rate. Mail completed forms and supporting documentation to the following address:

Volkswagen of America, Inc.

Attn: Warranty Labor Rate Specialist

3800 Hamlin Road

Auburn Hills, MI 48326

The warranty labor rate reimbursement does not relieve dealerships from the obligation to comply with

applicable Federal, State or local laws.

CHANGING THE WARRANTY LABOR RATE

Common to both options below:

A sign with the following inscription must be prominently displayed in the customer reception area,

stating the posted hourly labor rate: “Customer labor charges are based on a rate of $… per hour (or

flat rate hour) based on … (identify the system chosen by the dealership)”. The sign must not be less

than 20"x20" with 1¼" high letters in dark bold print on a suitable light background. Contact

State/Local Agencies to determine if this requirement complies with your local requirements.

PTION 1 (CONSUMER PRICE INDEX-BASED RATE)

This option is a three-year enrollment commitment, which provides an automatic warranty labor rate

increase based on the percent change in the U.S. Consumer Price Index for the previous 12-month

period ending in February. Note: The official CPI will be determined from the US Government website

www.bls.gov using the Unadjusted CPI for All Urban Consumers (CPI-U) for the 12 months ended

February.

Guidelines



A dealership can choose the Option 1 program by submitting an enrollment form through WISE

during the open enrollment period. The open enrollment period begins on or about the 1st working

day following the release of the February CPI figures (generally between March 15 and March 31)

and ends six weeks later. VW Warranty will inform dealers of the open enrollment end date via

normal communication channels.

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

When enrolling under this option, the increase may be prorated based on the number of months

since the dealership’s last increase.



While enrolled in the Option 1 plan, the dealership will receive a Warranty Labor Rate Increase

each June 1, during the three-year enrollment period. Once enrolled, you cannot go back to

Option 2 until the three-year term ends.



Once the three-year enrollment term ends, the dealership must re-enroll if they choose to continue

in the CPI program.



The amount of the annual CPI increase will be capped at 4%. If the CPI change is negative, the

dealership’s warranty labor rate will not decrease and the rate will continue at the current warranty

rate.

PTION 2 (EFFECTIVE RETAIL/MARKET RATE)

The dealership may make a written request to the Volkswagen Warranty Labor Rate Specialist for a

re-evaluation of the labor rate based on the dealership’s current retail rate charged to customers as

well as the competitive labor rate survey, except where otherwise specified by State law. Changes to

the dealership’s labor rate are effective for repairs made on or after the effective date. Repairs made

prior to the effective date of the new labor rate will be reimbursed at the previous warranty labor rate.

Guidelines



Requests for re-evaluation are limited to once per 12-month period from the effective date of the

last warranty labor rate increase.



Increase requests will be limited to the months of June through March.



The requested warranty rate may not exceed the effective retail rate. In the event the retail rate

for customer-pay is reduced, the Volkswagen Warranty Labor Rate Specialist must be notified

within 10 days.



Volkswagen may deny a labor rate increase request if documentation submitted does not support

amount requested. In case of a denial, no further request may be made within a 90-day period

from the date the original request was denied.



Volkswagen reserves the right to request additional supporting information at any time. If the

dealership is not in compliance with Volkswagen Warranty policies for labor rate increase

requests, the former rate will be re-implemented, and the dealership will be debited retroactively

for any warranty over-payment.



The Dealer Request for Warranty Labor Rate Increase form must be completed concurrently,

signed by the Dealer Principal, and forwarded to the Volkswagen Warranty Labor Rate Specialist

together with all required documentation.



The increase amount offered to Dealers under this option will be derived by using the calculated

effective labor rate not to exceed the average market labor rate.



Volkswagen may or may not grant the request for change based on the information provided.



To appeal the warranty labor rate increase decision, please submit your calculation concerns in

writing. Submit your letter, along with a copy of the decision letter received from the Warranty

Labor Rate Specialist to the following address:

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Volkswagen of America, Inc.

Attn: Volkswagen Warranty Compliance Manager

3800 Hamlin Road

Auburn Hills, MI 48326

Instructions for Completing the Warranty Labor Rate Increase Request Forms



Repair Order Analysis

1. Enter dealership name, dealer number, address, and survey completion date.

2. Dealerships may use labor operations published on ElsaPro or use their own customer labor

time charges. Whichever system is used, it must be used consistently.

3. Obtain a sufficient quantity of numerically consecutive repair orders from the past 12 months

of business to provide 30 Volkswagen customer-pay repair orders for use in completing the

Repair Order Analysis. Repair orders that are not eligible for calculation must also be listed.

Do not include time units and labor from these repair orders.

Assign consecutive numbers starting with 1 to customer-pay repair orders and fill in the

number in column "#" until 30 Volkswagen customer-pay repair orders are listed. For non-

eligible repair orders, assign the abbreviations below from the list Non-eligible repair orders

for labor rate calculation in column "#".

NON-ELIGIBLE REPAIR ORDERS FOR LABOR RATE CALCULATION

ABBREVIATION REPAIR ABBREVIATION REPAIR

B Body O Other Make

Campaign

Paint

No Charge Scheduled Maintenance

Void

I Internal W Warranty

S State Inspection EM Exempt Menu Items*

* Exempt Menu Items are limited to the following: Lube, Oil & Filter Changes, Battery

Replacement, Brake Replacement (pads, rotors, shoes and drums), Wheel/ Tire repair or

replacement (including Alignment, Balancing, and Rotation) and Scheduled Manufacturer

Maintenances. This does not include Dealer suggested services that are not consistent with

the Owner’s Manual.

4. Fill in other columns with

−

Repair orders in numerical sequence

−

Labor operation (from repair order), indicate type of work

−

Time units charged (from repair order)

−

Labor charged in $ after any discounts (from repair order)

5. Add the "time units charged" and the “labor charged" from each repair order and list in the

appropriate column.

6. Highlight the eligible 30 Volkswagen customer-pay repair orders and the corresponding time

units charged, labor charged, including applicable discounts.

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7. To calculate the "average labor rate" for the analysis, divide the "total labor charged" by the

"total time units charged".

Photocopies of all Volkswagen repair orders listed in the analysis must be included with the

request. Repair orders must include the time units and dollars charged listed in the analysis.

Handwritten changes to repair orders will not be accepted.



Labor Rate Survey

1. Survey local dealerships of competitive makes listed on the Labor Rate Survey form by

telephone and enter the dealership’s name, address, telephone number, warranty and retail

labor rates. This survey may not include information from any dealership in which the

Volkswagen Dealer Principal holds a business interest.

2. The dealership should list competitive dealers within a "Geographical Area". The dealership

may select any/all manufacturers listed on the Labor Rate Survey within 10 miles. If the

dealership does not have at least 8 of the listed manufacturers on the Labor Rate Survey

within 10 miles, then the dealership must select the closest manufacturer listed, within 25

miles of the Dealer. When manufacturers listed on the Labor Rate Survey form are not in the

Geographical Area, please leave the line blank and indicate “not in area”.

3. Total the "warranty labor rates" and divide by the number of surveyed dealerships to

determine the "average market warranty labor rate".

4. Total the "retail labor rates" and divide by the number of surveyed dealerships to determine

the "average market retail labor rate".



Request for Reimbursement of Warranty Labor at Retail Rate

Note: Applicable only in States where law requires reimbursement of warranty labor at retail rate.

1. Enter the following labor rates in the correct lines and their effective dates:

−

"Effective retail labor rate" (from the Repair Order Analysis)

−

"Average market warranty labor rate" (from Market Labor Rate Survey)

−

"Average market retail labor rate" (from Market Labor Rate Survey)

−

"Current Volkswagen warranty labor rate"

−

“Requested Volkswagen warranty labor rate"

2. In case the dealership disclosed its retail labor rate to any governmental agency or entity,

such as the State Division of Motor Vehicles, a copy of the document disclosing such rate

must be attached to the Dealer Request for Warranty Labor Rate Increase form.

3. The Dealer Principal/General Manager must sign and date the form.

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Establishing a Warranty Labor Rate for New Dealerships



Opening a New Dealership

The Volkswagen Warranty Labor Rate Specialist will complete a new dealership labor rate

evaluation and deliver the rate to the Field Representative for presentation to the Dealer.

Factors taken into consideration when establishing the warranty labor rate for a new dealership

include, but are not limited to, the labor rates of existing authorized Volkswagen Dealers and

competitive makes in proximity of the new dealership as well as prevailing market conditions.

A Warranty Labor Rate Increase request may be submitted for review once the guidelines under

Option 1 or Option 2 are met.



Taking Over an Existing Dealership

The new dealership will assume the warranty labor rate of the outgoing dealership. When able to

comply with the conditions in the section, Changing the Warranty Labor Rate, the dealership may

submit a request for a labor rate increase.

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2.4.3 REIMBURSEMENT OF SUBLET REPAIRS

Certain repairs may require specialized tools, parts, equipment, and skills not directly available to an

authorized Volkswagen repair facility. These repairs can be delegated to an external business location

having the certified expertise to perform such repairs. Examples include, but are not limited to welding,

painting, repairing defective seat covers and/or installing convertible tops. The dealer must ensure that

the sublet repair meets Volkswagen quality and safety standards. Only Volkswagen Genuine Parts are

to be used except when a special part not offered through VWoA's Parts Program is required. A part

not offered in the VWoA Parts Program is one that is obtained from an outside vendor that meets all

Volkswagen standards of quality and safety.

EIMBURSEMENT

It is the dealer's responsibility to determine the most economical method of sublet repair meeting

Volkswagen's quality and safety standards. Reimbursement for sublet labor repairs will be made at

dealer cost only without any additional markup. The labor charge must not exceed the ElsaPro SRT

multiplied by the dealer's warranty labor rate in effect on the date of the sublet repair.

The following are the reimbursable amounts on the sublet invoice:



If the part is a genuine Volkswagen part and supplied to the sublet shop by the Dealer,

reimbursement will be at normal warranty parts prices.



If the part is bought from an outside supplier and is not in the Volkswagen Parts Program,

reimbursement will be at actual Dealer cost with no handling reimbursement.



If the part is bought from an outside supplier and the part is in the Volkswagen Parts Program,

then no parts reimbursement will be made.

Documentation of the sublet parts purchase must be retained and made available upon request.



The supplier's repair invoice must be cross-referenced to the customer's repair order and VIN,

have a full description of the customer complaint, technician's written notes explaining the cause

for a sublet warranty repair, and why an outside service was required to correct the defect.

All copies of sublet invoices must be filed with and attached to the warranty repair order.

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2.5 WARRANTY PARTS RETURN CENTER REQUIREMENTS

This section of the manual describes the policy requirements applicable to the Warranty Parts Return

Center (WPRC).

2.5.1 WARRANTY PARTS SHIPMENT

It is the dealer's responsibility to ensure that requested warranty parts are shipped to the WPRC at the

appropriate time, using the Warranty Parts Portal (WPP). Parts should be shipped within the

"requested date" and "expiration date" for the SAGA ID displayed in the WPP.

Warranty will not reimburse any shipping costs incurred by dealers.

2.5.1.1 SHIPPING ADDRESS

The shipping address for requested warranty parts will automatically be populated on the shipping

label generated from the WPP.

2.5.1.2 PARTS NOT AVAILABLE FOR SHIPMENT

For requested warranty parts that are not available for shipment to the WPRC, such as a part that has

been lost on the highway, a part that was not installed during production, or a part that was picked up

by an authorized Volkswagen Factory Representative or VWoA employee, the following procedure

applies:



DO NOT PRINT THE FREE SHIPPING LABEL AVAILABLE FROM THE WPP.

Use the email link for the requested part in the WPP to notify the WPRC of the situation and to

provide an explanation of why the part was not available to ship (attach supporting documentation

such as a repair order and/or a Warranty Part Release Authorization Form).

2.5.1.3 SHIPPING COSTS

2.5.1.3.1 FREE SHIPPING FOR REQUESTED WARRANTY PARTS PROGRAM

The cost to ship requested warranty parts to the WPRC is paid by Volkswagen. All free FedEx return

shipping labels are provided through the WPP for all requested warranty parts.

ARTICIPATION IN THE FREE SHIPPING FOR REQUESTED WARRANTY PARTS PROGRAM [NEW DEALER SETUP]

Inclusion in the Free Shipping for Requested Warranty Parts Program through the Warranty Parts

Portal (WPP) requires that new Dealers:

1. Have a separate FedEx account established. To initiate the process of establishing a

separate FedEx account, dealers must contact the Warranty Parts Return Center at

vwoawprc@vw.com.

2. Complete U.S. Department of Transportation (DOT) Hazardous Material Training.

3. Fax or email the WPRC the following documents which are required to become a FedEx

qualified Hazardous Material Shipper (for the return of HAZMAT requested parts).

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a. Completed FedEx OP910

b. Current DOT Hazardous Materials Training Certificate

Note: The FedEx OP910 form will be provided via email once the new dealer’s FedEx account

is established, but may be requested through Volkswagen Warranty by calling 1-866-306-

8447 or emailing WPRCHazmat@vw.com.

2.5.1.3.2 HAZARDOUS MATERIALS (HAZMAT) SHIPPING INSTRUCTIONS



This policy is applicable to United States dealers in the 48 contiguous states only.

AZARDOUS MATERIALS (HAZMAT) PART RETURN PROCESS

A hazardous material (HAZMAT) is a material that, in any quantity, poses a threat to life, health or

property. Some automotive parts contain such materials (referred to as "HAZMAT parts"). HAZMAT

part requests are identified in the WPP by a hazardous material icon and red striping when the request

is expanded. Dealers who have their FedEx account certified by FedEx as a qualified Hazardous

Material Shipper will be able to retrieve the shipping label and hazmat documents from the WPP.

Dealers who are not qualified Hazardous Material Shippers will not be able to retrieve the shipping

label and hazmat documents from the WPP.

Volkswagen will, when necessary, dispatch a third party vendor to pack and ship any requested

HAZMAT warranty parts from those dealers whose FedEx account is not identified as a qualified

Hazardous Material Shipper.

−

A handling fee of $450 per part will be charged to the dealer's parts account for this

service.

−

If the requested HAZMAT part is not available when the representative from the third

party vendor arrives at the dealership, the associated warranty claim will also be debited.

XAMPLES OF HAZMAT PARTS THAT REQUIRE HAZMAT-CERTIFIED PERSONNEL FOR SHIPMENT

A generic list of common automotive-related HAZMAT parts or categories of parts is provided below

for reference. HAZMAT parts include, but are not limited to, these items. Always refer to the most

current government regulations to determine if a part is considered HAZMAT.

USA: United States Department of Transportation’s (DOT’s)

Hazardous Materials Regulations (HMR) (49 CFR)



Air bag modules



Air bags, side airbags, or any other airbag inflators that have not been deployed



Batteries (primarily lithium and acid-filled, even if drained)



Dampers (hood, trunk or lift-gate struts, steering dampers)



Filters, fuel (used)



Fire extinguishers



Fuel injectors



Fuel samples



Fuel pumps

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

Fuel tanks (after they have been used)



Magnetic speakers



Pressurized pneumatic parts



Seat belt pre-tensioners



Shocks



Struts

No person, individual, or company may offer or accept a hazardous material for transportation in

commerce, unless the shipment complies with Hazardous Materials Regulations, including training

requirements.

ISPOSAL OF HAZMAT PARTS NOT REQUESTED BY THE WPRC

It is the dealer's responsibility to properly handle and dispose of hazardous parts/materials not

specifically requested by the WPRC. All such handling and disposal of hazardous waste should be

done in accordance with the dealers' local and state laws, as well as all federal laws and regulations

relative to hazardous waste.

2.5.1.4 PARTS DAMAGED DURING HANDLING, SHIPPING, OR STORAGE

All parts are to be shipped in the same condition as they were when the vehicle came to the

dealership for repair. Parts damaged due to improper repair, handling, or improper packaging for

shipment will not be reimbursed. Parts damaged due to accidents, shipping, and handling are not

warranty matters.

If a discrepancy claim arises from shipping loss or damage once the package is handed over to FedEx

(in conjunction with the Free Shipping for Requested Warranty Parts Program), Volkswagen will

handle the discrepancy claim arising from the shipping loss or damage. However, if the loss or

damage is the result of improper packaging by the dealership, the WPRC will work with the dealer

involved to resolve the issue. For proper packaging of warranty requested parts, see section 2.5.4

Packing Parts Requested by the Warranty Parts Return Center.

Parts damaged during storage or where individual components are missing from the original container

are not warranty matters. These claims should be referred to the facing PDC. (Also see 3.36 Parts –

Damaged Parts)

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2.5.2 WARRANTY PARTS RETENTION, STORAGE AND CLAIM FOLLOW-UP AT THE

DEALERSHIP

2.5.2.1 WARRANTY PARTS STORAGE

All parts must have a part's tag attached to the part(s) during storage identifying the repair order

number and date of repair. These items must be stored in a secure area within the dealership,

accessible only by authorized personnel. Stored warranty parts must be organized for easy retrieval

when parts are requested for submission to the WPRC or requested for inspection by Volkswagen.

A 10-bin system is required for parts storage and retention, using the last digits of the repair order for

filing. Volkswagen representatives must have access to the workshop tools and testing equipment for

parts' inspection and function testing.

2.5.2.2 WARRANTY PARTS RETENTION

All warranty part(s) displayed on the Warranty Part Disposition Retention tab in the WPP must be

retained at the dealership until they appear on the Warranty Part Disposition Scrap/Core tab (unless

notified of a pending audit).

XCEPTIONS:



Maintenance claim parts: Parts replaced under Carefree Maintenance or VW Maintenance

Plans such as engine oil, washer fluid, and oil filters, are considered consumable parts and can be

disposed of immediately.



Transportation claim parts: See section 4.1.4.5 Salvage Parts



Parts retention period for warranty audits: If a warranty audit is scheduled, the dealership must

retain all warranty parts, including parts for paid claims and parts listed on the Warranty Part

Disposition Scrap/Core tab from the date the dealership management is advised of the scheduled

audit until the Warranty Field Manager informs the dealership management to scrap all retained

warranty parts*. Any part(s) requested by the WPRC must always be shipped to the WPRC

immediately and not be retained by the dealership.

– *To the extent that an applicable state statute requires a shorter parts' retention period,

the state law applies

2.5.2.3 WARRANTY PARTS CLAIM FOLLOW-UP

Effective December 7, 2015, Volkswagen will provide an evaluation result for each warranty part

requested in the Warranty Parts Portal (WPP). If a claim is declined in the WPP because supporting

documentation was not supplied, or the repair is not within warranty guidelines after the part

evaluation, the dealer has 14 calendar days to respond by appealing in the WPP. If a requested

part(s) is not received at the WPRC or the dealer fails to respond to the declined claim through the

WPP, these claims will move to "To Be Debited Status" after 14 calendar days.

Effective December 7, 2015, Volkswagen will process a full debit of the warranty claim when the WPP

Part Review Status request reaches "To Be Debited". These claims will transfer from the Dealership’s

Reimbursed tab to the Cancelled tab in SAGA and will appear as a debit on the next audit trail

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following the transfer. Cancelled claims are not eligible for resubmission without prior approval

obtained from the Warranty Parts Return Center (WPRC). Use the email functionality available

through the WPP of the original part return to request claim resubmission approval.

When a warranty part with a core value is requested by the WPRC through the Warranty Parts Portal

(WPP), dealers will be reimbursed the core value through the weekly audit trail once the part is

received and validated. The WPRC will automatically return all denied parts with core values to the

dealer, however, the dealer may be charged for the shipping costs incurred for returning the part to the

dealership via FedEx third party billing.

2.5.3 DOCUMENTATION FOR PARTS REQUESTED BY THE WARRANTY PARTS

RETURN CENTER

The WPRC must receive the following required documentation with all requested parts, when

applicable. This information is required to meet government reporting and supplier recovery

requirements. Any parts received without the required documentation may result in the reversal of the

warranty payment.

ARRANTY PARTS RETURN DOCUMENT

The Warranty Parts Return Document generated from the WPP must be attached to the requested

part(s). The Warranty Parts Return Document may be more than one page and all pages should be

printed and attached to the requested part.

EPAIR ORDER

A copy of the Repair Order with technician notes, punch times and any additional documents to

support the warranty claim must be attached to the requested part(s).

OLKSWAGEN-APPROVED DIAGNOSTIC TOOLS PRINTOUT

If there is a MIL illuminated or a Volkswagen-approved diagnostic tool is used for diagnosis, the

printout must accompany the requested part(s).



Model year 2003 and earlier requires a copy of the self diagnostic printout.



Model year 2004 and later requires a copy of the GFF/GF diagnostic printout.

−

If the Dealer has confirmed that the GFF/GF diagnosis log displaying the fault codes

associated with the requested warranty part is available in the GFF Paperless application,

it is no longer necessary to include a printed copy of the GFF/GF diagnosis log

when returning warranty parts.

−

If the GFF/GF diagnosis log is not available in the GFF Paperless application, a complete

printed GFF/GF diagnosis log displaying fault codes must be returned with the requested

warranty part.

−

It is critical that the Dealer ensure that the appropriate GFF/GF log(s) appear in the GFF

Paperless application before a decision is made to send warranty parts to the WPRC

without attaching a paper copy of the GFF/GF diagnostic log(s).

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When a Volkswagen-approved diagnostic tool is used, the diagnosis log printout is required with the

requested part after completing:



The guided fault finding.



A printout of the diagnosis log from the GFF/GF prior to completing the GFF/GF.



A printout of the diagnosis log when the previous log is erased.



NOTE: If a printer is inoperative, state this in the claim comments. The Service Manager must sign

and date the repair order, as well as include precise handwritten fault codes. Include the printer

repair documentation, when available.

IAGNOSTIC WORKSHEETS

For parts requested on repairs where a diagnostic worksheet is required, the worksheet must be

submitted along with the requested part. These include, but are not limited to:



Infotainment Worksheet



Brake Disc Measurement Form

Forms are available on WISE under Resource Center > Forms.

HIPPING REQUEST

If an authorized Volkswagen Factory Representative or Volkswagen employee requests a part to be

shipped to the WPRC, a "direct shipping request" will be added to the Warranty Parts Portal (WPP).

Dealers must check the Warranty Part Disposition Requested tab or the Outstanding Warranty Parts

Report in the WPP frequently for newly added shipment requests.

ARRANTY PART RELEASE AUTHORIZATION FORM

If an authorized Volkswagen Factory Representative or Volkswagen employee needs to remove a part

from the dealership, a completed and duly signed Warranty Part Release Authorization Form must be

received by the dealership before releasing the part. The form must be attached to the repair order for

future reference. In the event a part previously removed by an authorized Volkswagen Factory

Representative or Volkswagen employee is requested through the WPP, follow the guidelines in

Section 2.5.1.2 to have the request removed.

2.5.4 PACKING PARTS REQUESTED BY THE WARRANTY PARTS RETURN CENTER



IMPORTANT: Shipment of all hazardous part(s) is illegal unless you are HAZMAT certified. If you

are certified to handle hazardous goods, you must follow all Federal and State laws.

ACKING WARRANTY PART(S)



Attach the Warranty Parts Return Document from the WPP to the requested part. The Warranty

Parts Return Document may be more than one page and all pages should be printed and attached

to the requested part.



Attach all applicable documentation to the requested part(s).

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

Always return all part(s) in their original box. If the original box is not intended to be used

as a stand-alone shipping box, it must be placed in a proportionately sized outer box and

protected using bubble wrap or other type of packing material that is suitable to withstand

transit handling by the transporter.



Packages arriving at the WPRC with damages sustained during shipping due to improper

packaging may be refused by the WPRC. Damaged and/or contaminated parts make it

impossible to establish valid test results. For example, windshield wipers may not be taped or

wired together.



A separate box must be used for each part request claim (parts pertaining to one claim, in one

box, using one shipping label).



Before shipping all warranty parts must be drained of fluids.

ENERAL



Do not attach paperwork to the part in any way that may damage, mar, bend, cut, warp or

contaminate the part, or the part may be considered damaged by outside influence.



Special care must be taken with fuel injection components, sensitive electronic components,

instruments, and air conditioning components. These components must be returned complete, as

supplied by the vendor, with all the protective caps, plugs, covers, levers, etc. in place.

2.5.5 PART RETENTION AT THE WARRANTY PARTS RETURN CENTER



Part(s) found with discrepancies/missing documents will be placed in retention for a maximum of

14 calendar days in the WPRC after the claim is "declined" in the WPP.



If the dealer does not respond to the declined claim in the WPP, these claims will move to "To Be

Debited Status" after 14 calendar days and Volkswagen will process full debit of these claims.

−

If the part has core value, it will automatically be returned to the dealer, which may be at

the dealer's expense, via FedEx third party billing

−

If the part does not have core value, the dealer has 7 calendar days, from the date of the

audit trail displaying the claim debit, to request the part be returned to the dealership or it

will automatically be scrapped

2.5.6 PART RETURN FROM THE WARRANTY PARTS RETURN CENTER



If the dealer appeals a declined claim and the response provided is not acceptable to the WPRC,

the dealer may request the part be returned to the dealership by using the email link for the

requested part in the WPP.



The dealer may be charged for the shipping costs incurred for returning the part to the dealership

via FedEx third party billing.

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Warranty Administration | Warranty Parts Return Center Requirements Page 71

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



If the claim is fully cancelled in SAGA, the dealer has 7 calendar days from the date of the audit

trail displaying the claim debit to request, by email, the part be returned.



If an e-mail request for the part(s) return is not received, the part(s) will be scrapped (or

automatically returned to the dealer, which may be at the dealer's expense, via FedEx third party

billing), if the part(s) has a core value.

2.5.7 SCRAPPING PARTS

It is the dealer’s responsibility to scrap warranty parts after they are listed on the Warranty Part

Disposition Scrap/Core Tab in the WPP, excluding parts with an exchange core value, which must be

returned to the PDC, unless a warranty audit is scheduled. If a warranty audit is scheduled, see the

topic Parts retention period for warranty audits in section 2.5.2.2 Warranty Parts Retention.

All scrapped parts must be destroyed in such a manner as to render them useless for their intended

purpose or for the purpose of repairing similar components.

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Warranty Administration | Warranty Audits Page 72

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

2.6 WARRANTY AUDITS

Volkswagen representatives retain the right to audit all records and all supporting documentation

relating to the service and repair of Volkswagen vehicles by the dealership. If claims cannot be

substantiated or the documentation is not in compliance with the requirements outlined in the

Volkswagen Warranty Policies and Procedures Manual edition in effect at the time of repair, claims (or

portions of claims) may be denied or charged back.

2.6.1 WARRANTY AUDIT PROCEDURES

2.6.1.1 NOTIFICATION

Prior to a Warranty Audit, an authorized representative of VWoA will provide written notification to the

dealership's management that VWoA intends to conduct a Warranty Audit. Information related to the

start date, parts retention instructions and other advice for the dealership will be included with the

notification.

2.6.1.2 WORKSPACE

The Warranty Field Manager (WFM) and dealership management shall agree on a workspace for the

persons conducting the audit. Such workspace shall be selected so that the audit does not interfere

with routine dealership business. Likewise, the audit workspace should not cause routine dealership

business to interfere with the audit. The location should be suitably sized to accommodate the auditors

and their equipment and be in a climate-controlled, office-like environment. Consideration should be

given to the security of confidential customer information which may appear on repair orders or other

documents.

2.6.1.3 DOCUMENT RETRIEVAL

The WFM will provide a list of VINs to the dealership on the first day of the audit. Locating and

providing the VIN files requested by the WFM is the responsibility of the dealership. Documents such

as repair orders, sales documents, parts invoices and any other required documentation needed to

support a claim or financial transaction between VWoA and the dealership must be provided when

requested. If the required documentation is not made available to the WFM within the timeframe of the

audit, the related claim may be denied or charged back.

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Warranty Administration | Warranty Audits Page 73

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

2.6.1.4 PARTS INSPECTION

The WFM will provide a list of parts to be inspected during the audit. Locating and providing the parts

requested by the WFM is the responsibility of the dealership. Supporting documentation for the related

claim must be provided when requested. If the required part and/or documentation are not made

available to the WFM within the timeframe of the audit, the related claim may be denied or charged

back.

2.6.2 WHO PERFORMS WARRANTY AUDITS

Warranty audits are performed by an authorized representative of VWoA.

2.6.3 PARTS RETENTION FOR WARRANTY AUDITS

See section 2.5.2.2 Warranty Parts Retention.

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Policy Application from A to Z | Accidents/Fire Damages/Safety Concerns Page 74

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3 POLICY APPLICATION FROM A TO Z

3.1 ACCIDENTS/FIRE DAMAGES/SAFETY CONCERNS

VWoA warranties cover defects in material or workmanship. In instances where it is determined

by VWoA, that a fire or accident was caused by a defect in material or workmanship while the vehicle

is still covered under the New Vehicle Warranty, the expense to repair or replace the vehicle is also

covered by the warranty.

Because special experience and skills may be required to determine whether fire or accident damage

is attributable to a defect covered by warranty or is related to external causes, your Volkswagen

Customer Care Center (1-800-822-8987) should be contacted immediately with the following

information:



Customer name, address and telephone number



VIN and current mileage



Extent of fire or accident damage



Personal injury and/or property damage (if known)



Location where vehicle may be inspected



Availability of police/fire department report(s) including digital pictures

After receipt of such notice, VWoA will determine whether or not an inspection of the vehicle by a Field

Engineer or FOM is required. If VWoA determines that the damage is not related to a defect in

material or workmanship, VWoA will notify the customer accordingly.

Regardless of whether or not the damage will be covered by warranty, the owner should be advised to

contact his or her insurance carrier and report the loss without delay.

F THE CUSTOMER REPORTS THE FIRE OR ACCIDENT TO THE VWOA CUSTOMER CARE CENTER BEFORE

CONTACTING THE DEALERSHIP

, THE FOLLOWING PROCEDURE APPLIES

(This portion is being provided so that your dealership is aware of case handling if the Customer Care

Center becomes involved in the accident/fire).



If the owner contacts the Volkswagen Customer Care Center to report a fire, accident damage or

physical injury that may possibly be attributable to a defect in a Volkswagen vehicle covered by

warranty, the Customer Advocate obtains the bulleted information stated above.



The Volkswagen Customer Advocate will assign a contact number and notify our Product Liaison

Department of the incident via a detailed Vehicle Fire/Accident Report.



Product Liaison determines whether or not an inspection of the vehicle by a Field Engineer or

FOM is required.



If it is determined that Volkswagen has no liability in the matter, Product Liaison will notify the

Customer Care Center who will inform the owner of our position and close the file.



Product Liaison may contact the FOM to schedule inspection of the vehicle.

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Policy Application from A to Z | Add-On Repairs Page 75

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.2 ADD-ON REPAIRS

An add-on repair to a warranty claim requires a signature (first and last name) of the Service

Manager/Service Director or designate*, before the work is performed. (*See section Service

Management Approvals on page 46 for the definition of Service Manager/Service Director designate.)

Technicians do not have the authority to approve add-on repairs.

Add-on repairs lacking a customer complaint can only be performed for safety items or for a repair that

if not completed now will result in a more costly repair soon after as a result of the failure.

When a customer has signed the original repair order, and later contacts the service department for

additional work to be performed, the "add-on" repair request must have the date, time and nature of

the customer complaint written on the front of the repair order and authorized by the Service

Manager/Service Director or designate with a full signature.

3.3 ADDRESS CHANGE/OWNERSHIP CHANGE

Dealers must ensure that correct customer contact data is available to the manufacturer at all times.

Volkswagen must be notified of any change of address or vehicle ownership. Please change the

address of the new owner in SAGA. A customer may use the prepaid "Notice of address change/used

car purchase" post card, which is located inside the Warranty and Maintenance booklet.

3.4 ADJUSTMENTS

NVLW: Service adjustments not usually involving replacement of parts are covered for 1 year or

12,000 miles, whichever occurs first.

3.5 AIR CONDITIONER

Reimbursement for replacement of refrigerant R-134a, 1 unit = 0.01 oz. Up to 16 oz. will be

reimbursed for testing purposes (R-134a = ZVP000134). Claim necessary quantity for replacement of

refrigerant lost due to a defect in material or workmanship. Reimbursement does not cover air

conditioner recharging due to seasonal maintenance.

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Policy Application from A to Z | Airbags Page 76

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.6 AIRBAGS

While airbag systems have proven to be exceptionally reliable and durable, Volkswagen does not

approve the use of airbag systems and components removed from accident, salvage or other vehicles.

Airbag systems are designed and manufactured by Volkswagen for use in specific models and are not

interchangeable with airbags designed for other models. For this reason a record is maintained by

Volkswagen of the identification number of each airbag installed into each vehicle during production.

ALVAGE OR USED AIRBAGS MAY BE UNSUITABLE FOR REUSE FOR A VARIETY OF REASONS, INCLUDING THE

FOLLOWING



The salvage or used airbag was designed for installation into a different make, model or model

year vehicle.



The salvage or used airbag was designed for the same model vehicle but technical changes were

made in the airbag system of the model within mid-model year causing the salvage or used airbag

to become superseded and unsuitable for replacement purposes.



The salvage or used airbag was improperly removed from the vehicle into which it was originally

installed during production.



The salvage or used airbag, in particular its electrical connectors and the airbag material, may

have been adversely affected by exposure to weather conditions which may have reduced the

conductivity of wiring and connectors or the integrity or impact characteristics of the airbag

material due to corrosion, excessive moisture, dust or grease and oil products.

All of the factors cited above may affect the performance of airbag systems.

NCE AN AIRBAG HAS DEPLOYED OR HAS BEEN DEPLOYED, THEN THAT AIRBAG MUST NEVER BE USED AGAIN.

ACCORDINGLY, A DEPLOYED AIRBAG MUST NEVER BE REPAIRED.

A malfunctioning or deployed airbag and airbag components that have been consumed or stressed in

a deployment must always be replaced with new replacement parts that have the same specifications

as those that were originally installed and are available from Volkswagen.

It should also be noted that Volkswagen does not warrant salvage or used airbags against defects in

material or workmanship or in any other respect.

Volkswagen will not accept responsibility for the consequences. Therefore, Volkswagen will not under

any circumstance defend or indemnify any dealer against claims arising from the usage of repaired

airbags and/or used components.

Important:



Defective seat covers for an airbag-equipped seat that enclose an airbag must always be replaced

and not repaired.



It is the dealer's responsibility to properly handle and dispose of hazardous parts/materials not

specifically requested by the WPRC. All such handling and disposal of hazardous waste should

be done in accordance with the dealers' local and state laws, as well as all federal laws and

regulations relative to hazardous waste.

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Policy Application from A to Z | Audio Page 77

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.7 AUDIO

3.7.1 DIRECT EXCHANGE

For audio components replaced through Non-Direct Exchange Program see 3.7.2 Non-Direct

Exchange.

DELPHI/PANASONIC/BOSCH/UNITED RADIO DIRECT EXCHANGE PROGRAM HIGHLIGHTS

The Direct Exchange Program pertains to Delphi, Panasonic, and Bosch radios, CD changers and

navigation units and United Radio radios, radio/navigation combo units, amplifiers, CD changers and

instrument clusters.



Direct Exchange orders covered under a Volkswagen parts or vehicle warranty (New Vehicle

Limited Warranty, Parts and Accessories warranty and the Certified Pre-Owned warranty) must be

placed using the Direct Exchange Order form in Parts on Command.

Direct Exchange orders to fulfill a Customer Loyalty Assistance Program (Goodwill) claim and

orders for customer-pay transactions may be placed through either the Parts Distribution Center (if

stock is available), or the Direct Exchange supplier using the Direct Exchange Order form in Parts

on Command (select “Non-Warranty/Customer Pay”).



The defective units must be received by the supplier within 30 calendar days of receipt of new or

remanufactured replacement units.



The dealer must utilize the prepaid labels and packing material provided by the supplier.

AUDIO SYSTEM DIAGNOSTIC PROCESS



Review customer complaint



Perform visual inspection/complaint identification



Identify type of complaint: Physical/Cosmetic or Performance/Operational

INSPECTION: PHYSICAL/COSMETIC

1. Check physical condition of audio unit

2. Validate complaint

3. Determine if complaint caused by outside influence

4. If outside influence: No warranty coverage

5. If no outside influence: Determine audio unit vendor by removing the audio unit or utilizing

the scan tool

6. Order replacement unit from the supplier

7. Log all inspection findings using the Infotainment Worksheet

8. Attach the documentation to the repair order (RO)

TESTING: PERFORMANCE/OPERATIONAL

1. Inspect integrity of audio system performance

2. Log any finding using the Infotainment Worksheet

3. Interrogate vehicle using GFF/GF

4. Write VIN on the Diagnosis Log

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Policy Application from A to Z | Audio Page 78

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

5. Print Volkswagen-Approved Diagnostic Tools' Diagnosis Log

6. If DTC present:

a. Run function test plan for each fault

b. Follow instructions on each test

c. Print test plan

7. Log all inspection findings on Infotainment Worksheet

8. Locate vendor on Diagnosis Log or identify vendor by removing the audio unit

9. Order replacement unit from the supplier

10. Attach all documentation to the RO

11. If no DTC present and/or no "replace audio unit" test result and audio unit can be isolated as the

cause of failure: Log all the findings on the Infotainment Worksheet

12. Order replacement unit from the supplier

13. Attach all documentation to the RO



Note: GFF/GF is not required for MY 2003 and older.

DIRECT EXCHANGE ORDERING REQUIREMENTS AND OPTIONS

Direct Exchange orders covered under a Volkswagen parts or vehicle warranty (New Vehicle Limited

Warranty, Parts and Accessories warranty and the Certified Pre-Owned warranty) must be placed

using the Direct Exchange Order form in Parts on Command.

Direct Exchange orders to fulfill a Customer Loyalty Assistance Program (Goodwill) claim and orders

for customer-pay transactions may be placed through either the Parts Distribution Center (if stock is

available), or the Direct Exchange supplier using the Direct Exchange Order form in Parts on

Command (select “Non-Warranty/Customer Pay”).

Upon receipt of the replacement unit, the dealer must open the box and verify the unit's condition for

any damage or visual failure to avoid an unnecessary visit for the customer if a second unit must be

ordered.

In a situation where a rebuilt/reconditioned unit does not work, or is damaged when the dealer opens

the box, the dealer should contact the supplier for replacement instructions. The supplier personnel

will answer all questions relevant to the inoperative or damaged unit.

Audio units ordered though the exchange program are VIN specific and therefore must only be used in

the vehicle for which they are ordered. The dealer is responsible to ensure that the core or unused

radio is received at the remanufacturing facility within 30 calendar days from the date the unit

arrived at the dealership. If a customer does not return to have a radio installed in a timeframe that

allows for installation and the core to be received at the remanufacturing facility within 30 calendar

days, the dealer must return the unused radio to the remanufacturing facility to avoid a charge-back. If

a unit is not received by the audio manufacturer within 30 calendar days, the dealer will be charged for

a new unit. All audio unit charge-backs will be processed through the Parts Account Statement.

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Policy Application from A to Z | Audio Page 79

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

DEFECTIVE COMPONENT RETURN PROCESS

The defective component must be received by the supplier within 30 calendar days of receipt of the

replacement unit. Important: Dealers will be charged for a NEW unit (plus shipping & handling) to

replenish the supplier’s stock if the defective component has not been received by the supplier within

30 calendar days after the exchange unit has been received at the dealership.

You must use the box from the original remanufactured unit and the enclosed shipping label provided

by the audio manufacturer when shipping the damaged/defective unit back to the audio manufacturer.

The box may contain a “Core Return Checklist”.

Ensure the following documentation is included in the box prior to shipping:



Copy of the completed Infotainment Worksheet



Copy of the complete repair order



SAGA printout of the warranty claim



Volkswagen-approved diagnostic tool printout (if applicable)



Proof of purchase (Service parts for vehicle outside warranty – Claim Type 121)



Note: The dealer must contact the supplier for shipping instructions if there is no prepaid label in

the box.

Questions or concerns regarding audio unit charge-back due to non-receipt, delayed receipt of cores

or outside influence are handled by the VWoA Part Department through the following email address:

radiodirectexchange@vw.com.

Questions regarding the handling charge-back due to outside influence should be directed to

Volkswagen Warranty.

WARRANTY CLAIM PROCESSING

The dealer must claim the diagnosis and the labor on one single claim. Do not submit the diagnosis

until the repair is completed. Do not produce multiple warranty claims for a single direct exchanged

component.

LAIM TYPES



910: Warranty Before Delivery



110: New Vehicle Limited Warranty



110: Service Parts - Vehicle Within New Vehicle Warranty



210: Goodwill (Customer Loyalty Assistance Program)



G10: Certified Pre-Owned Warranty



121: Service Parts – Vehicle Out of New Vehicle Warranty



S10: Demo Extension Claim

ERVICE NUMBERS

Use applicable Service Number per ElsaPro



9130 Radio



9132 Radio/Navigation Combo Unit

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Policy Application from A to Z | Audio Page 80

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



9144 Amplifier (United Radio only)



9160 CD Changer



9025 Instrument Cluster (United Radio only)

ART MANUFACTURER CODES



Delphi: DE2 or serial number contains Z4Z



Panasonic: NP2, YPC, PM6, ZSW or serial number contains Z5Z



Bosch: BNO or serial number contains Z1Z



United Radio: USM



Note: K21 will not be accepted. Use of K21 may result in a charge-back of the total claim.

ABOR OPERATIONS

Delphi/Panasonic/Bosch



Use labor operation 91300100 (10 TU) to identify the part manufacturer code during physical or

cosmetic inspection. This charge is not applicable to CD changer replacements.



Use 01500000 for GFF/GF diagnosis in lieu of 91300100 for performance or operational concerns.

a. 91300100 for vendor identification cannot be used in conjunction with GFF/GF Diagnosis

labor 01500000 (for performance/operational concerns).



Use the applicable or standard labor operation to remove and reinstall the audio unit during repair

as per ElsaPro.

United Radio (Routan)

Use the applicable or standard labor operation to remove and reinstall the component during repair as

per ElsaPro.



Labor operation 91300100 (10 TU) to identify the part manufacturer code does not apply (there is

only one supplier, United Radio, applicable for the Routan).

ARRANTY PARTS (NOT APPLICABLE FOR CUSTOMER LOYALTY ASSISTANCE PROGRAM/GOODWILL PARTS)

Direct exchange part number must be entered in the Outside Material field in SAGA.



DELPHI999 (Delphi-specific number)



PANAS9999 (Panasonic-specific number)



BOSCH9999 (Bosch-specific number)



ROUTAN999 (Routan-specific part number)



Enter $30 for handling reimbursement in the Outside Material Amount field in SAGA.

USTOMER LOYALTY ASSISTANCE (GOODWILL) PARTS (NOT APPLICABLE FOR WARRANTY PARTS)

Actual part number must be entered in the Outside Material field in SAGA.



Enter the invoice price of the direct exchange component plus $30 for handling reimbursement in

the Outside Material Amount field in SAGA.

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Policy Application from A to Z | Audio Page 81

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MANDATORY USE OF FACTORY REMANUFACTURED PARTS

Defective components must be replaced with remanufactured units of the same model, with the

following exceptions:



If no remanufactured component is available*, a new component may be installed and will be

provided through the Exchange Program.



If a component must be replaced prior to a vehicle in-service date, a new component must be

installed and will be provided through the Exchange Program.

*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.

CONTACTS

VW Warranty Dept. Phone: (866)-306-8447 Claim processing questions

Delphi

Phone: (800) 232-3965

Audio unit orders

Damaged unit's processing instructions

Missing prepaid shipping labels

Fax: (800) 428-0333

Panasonic

Phone: (800) 228-0473

Fax: (800) 682-8056

Bosch

Phone: (800) 323-1943

Fax: (708) 865-5296

United Radio Phone: (800) 448-0944

VWGoA Part's

Department

Email: radiodirectexchange@vw.com



Note: The supplier phone, fax and VWGoA email address are for dealership direct exchange

use only.

GUIDELINES ON ISSUES VOLKSWAGEN CONSIDERS OUTSIDE INFLUENCE AND FOR WHICH

A CLAIM WILL BE REJECTED



Obvious customer induced visual damage



Presence of foreign material on audio unit surfaces other than liquid spilled on unit due to cup

holder positioning



Rattling sound from foreign object when the audio unit is turned over



Foreign material coming out when the audio unit is turned over

UDIO

IRECT

XCHANGE

UPPLIERS

AILING

DDRESSES

DELPHI PANASONIC BOSCH UNITED RADIO

AJR International, Inc.

300 Regency Drive

Glendale Hills, IL 60139

VW Audio Center c/o Yamada

1590 North Lakeview Avenue

Anaheim, CA 92807

Bosch Service Center

c/o Midwest Electronics

2800 S25th Avenue

Broadview, IL 60155

United Radio

5705 Enterprise Parkway

East Syracuse, NY 13057

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Policy Application from A to Z | Audio Page 82

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.7.2 NON-DIRECT EXCHANGE

For audio components replaced through the Direct Exchange Program see 3.7.1 Direct Exchange.

The shipping address for non-direct exchange program audio components that are requested through

the Warranty Parts Portal (WPP) will automatically be populated on the shipping label generated

through the WPP. A completed Infotainment Worksheet must be attached to the component before

shipment.

Non-direct exchange program audio components that are not requested through the WPP should be

returned to the facing PDC for core reimbursement once displayed in the WPP on the Warranty Part

Disposition Scrap/Core tab.

3.7.2.1 RADIO/CD UNIT REPLACEMENT PROCEDURES FOR UNDELIVERED NEW VEHICLES

Undelivered new vehicles (vehicles which have not yet been placed in-service) that have a defective

unit must be replaced with a new unit. Remanufactured replacement parts may not be used for

warranty repairs on vehicles that have not been placed in-service.

LAIM PROCESSING



When entering a warranty claim for a new defective unit, the new unit part number must be

entered in the Part Number field of the warranty claim. The new unit part number will populate the

warranty parts price for the entered part number in the Parts$ field of the claim.



Enter labor for replacement.



Enter "New Defective Radio" (or CD unit, as applicable) in the Comments field of the claim.



Note: Core is not charged or credited on new units.

3.7.2.2 RADIO/CD UNIT REPLACEMENT PROCEDURES FOR VEHICLES WITH AN IN-SERVICE DATE

Remanufactured units must be used for replacement purposes when radios/CD units fail during the

warranty period.

Claim processing:



Enter labor for replacement.



Enter remanufactured unit part number for correct warranty reimbursement.

3.7.2.3 NEW RADIOS/CD UNITS WHEN REMANUFACTURED RADIOS/CD UNITS ARE NOT AVAILABLE

*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.

CLAIM PROCESSING



Enter labor operation for replacement.



Enter remanufactured part number on the warranty claim for correct warranty reimbursement.



If applicable, a difference between the remanufactured unit and the new amount may be claimed

through the Parts Department using the Online Dealer Claims System. (See Miscellaneous

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Policy Application from A to Z | Audio Page 83

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

Request for Credit Calculation Example below. If the calculation results in a "negative" amount, a

Miscellaneous Request for Credit does not apply.)

ALCULATION TO DETERMINE IF MISCELLANEOUS REQUEST FOR CREDIT APPLIES



Subtract the "core value" of the unit from the dealer "net cost of the new unit" to arrive at the "net

difference".



Next, subtract the dealer "net cost of the remanufactured unit" from the "net difference". If this

calculation results in a "negative" amount, a Miscellaneous Request for Credit does not apply.



If a Miscellaneous Request for Credit does apply, claim the amount via the Online Dealer Claims

System.

MISCELLANEOUS REQUEST FOR CREDIT CALCULATION EXAMPLE

DESCRIPTION AMOUNT SAMPLE PART NUMBER

Dealer Cost of "New Radio/CD/Navigation unit"

$544.00

1HM035186D

Minus "Core Return Value" of

Radio/CD/Navigation unit

$200.00 1HM035186DU

Equals Net Difference

$344.00

Minus Dealer Cost of "Remanufactured

Radio/CD/Navigation unit"

$143.22 1HM035186DX

Equals Amount Due Dealer via Miscellaneous

Request for Credit

$200.78* -

*If this calculation results in a "negative" amount, a Miscellaneous Request for Credit

does not apply.

In this example the amount of $200.78 should be claimed through your Parts Department using the

Online Dealer Claims System.

3.7.2.4 RADIO/CD/NAVIGATION UNITS – PARTS RETURN GUIDELINES

Please observe the following guidelines in order to ensure that your audio claims are processed

expediently. Please read the following information carefully.

UDIO COMPONENT WARRANTY CLAIMS WILL BE DENIED FOR ISSUES SUCH AS:



Improper Paperwork: All audio components must have:

−

Diagnostic sheet (WISE: Resource Center > Forms > Infotainment)

−

Volkswagen-approved diagnostic tools/GFF/GF printouts (if applicable)

−

Media Retrieval Form if necessary (WISE: Resource Center > Forms > Infotainment)

All information must be filled out in its entirety, including the customer complaint and technical

diagnosis, in order to assist the manufacturer in properly diagnosing and repairing the component.

Statements like "inop", "faulty", or "broken" do not provide meaningful information. Please use

statements similar to "CD will not eject", or "radio display is red".



Improper Shipping and Packaging



Liquid Spills: In vehicles where the cup holders are located above the radio, liquid spills will be

individually evaluated. Liquid spills on radios will not be accepted in any other case and core value

will be forfeited.

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Policy Application from A to Z | Audio Page 84

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



Physical Damage: Damage to radios caused by improper removal procedures or physical

damage to the radio caused by the customer will not be covered under warranty. Units that are

stripped of parts, knobs, etc. will be denied and returned. Units that are noted as "no power" and

have missing or cut fuses will be also be denied. Core value will be forfeited.

Note: The JC4225 Radio Removal Tool is a tool required when removing radios that have a four-

corner clip configuration. This tool makes radio removal much easier. Please be sure to read the

instructions included in the box that the JC4225 was received in.

To remove the JC4225 from the radio, DO NOT pull all four keys out at once.

Disengage the tool from the radio by unlocking one key at a time being careful to extract each key

only about 3-5mm until all four keys are disconnected.

Push in the metal release tabs on the side of the radio to unlock the keys. Gently pull the tool

away from the face of the radio.

By following these steps, you will ensure that the radio and the tool are not damaged.



Homemade CDs: Some customers are using new technology to create their own CDs. Sticky

notes, pieces of paper, designer labels, and labels with poor adhesion have all been found to

damage radios. CD labelers found at office supply stores are not designed for automotive CD

players. The heat of an automotive CD player will cause these types of labels to peel off while

inside the unit causing the media to become stuck. Do not remove stuck media!



Media Removal: If media becomes stuck, do not remove it. Tampering with the internal

mechanisms of the radio will void the warranty. Remanufacturing technicians at audio facilities can

tell if a unit has been opened for media retrieval and, thus, the warranty is voided. Please fill out a

Media Retrieval Form, available on WISE under Resource Center > Forms > Infotainment, and

include it with the radio paperwork. The media will be returned as quickly as possible. Core value

could be forfeited.



Foreign Objects: Foreign objects stuck in the radio via the CD or cassette decks will not be

covered under warranty. Coins, keys, credit cards, etc. cause damage to the inside of the radio.

Customer damage is not a warranty matter. Core value will be forfeited.



Tamper-Proof Seals: Do not cut or remove tamper-proof seals.



Designer Faceplates: Designer faceplates glued to the original faceplate of the radio damage

the surface and are difficult to remove. These radios will not be covered under warranty. Core

value will be forfeited.



Skipping Media: If the customer complains of skipping media, please verify whether the skipping

CD is homemade or purchased. Homemade CDs, due to different burning speeds and CD quality,

can be prone to skipping. Before replacing the unit, please test it with a professionally made CD.

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Policy Application from A to Z | Battery – Vehicle Page 85

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.8 BATTERY – VEHICLE

3.8.1 POLICY FOR 6-VOLT/12-VOLT ORIGINAL EQUIPMENT BATTERY

6-volt/12-volt original equipment batteries are covered by the NVLW for defects in material or

workmanship for the entire NVLW period except for MY 2009 - 2015 vehicles. 6-volt/12-volt original

equipment batteries for MY 2009 - 2015 vehicles are covered for 2 years or 24,000 miles,

whichever occurs first.

A Midtronics

battery test has to be performed (see 3.9 Battery Test). Outside influence, physical

damage, freezing, sulphation or other related non-defects are not covered.

3.8.2 GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED

WARRANTY

3.8.2.1 GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERIES SOLD AS OFJANUARY

1, 2015



Are warranted to be free of defects in material and workmanship for 36 months, regardless of

mileage.



After 36 months of battery service, Volkswagen will absorb a prorated percentage of the battery

replacement cost, the remainder of the cost to be paid by the customer (including labor). This

proration policy applies until the battery has been in service for 60 months (5 years), after which

time the customer must bear the entire cost for a new battery.



Does not apply for Volkswagen Economy 6-Volt/12-Volt Replacement Batteries (battery part

numbers beginning with JZW)

Labor is not reimbursable in the following situations:



On prorated batteries.



On wholesale purchases or installation by an independent repair facility.



On over-the-counter purchases.

The battery is to be replaced with a new replacement battery of comparable capacity.

See 3.9 Battery Test for Midtronics battery tester warranty requirements.

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY POLICY GUIDELINES



Full 100% reimbursement for parts and labor up to 36 months, regardless of mileage.



No labor reimbursement for battery replacement after 36 months.



This warranty does not apply to batteries that were placed in commercial or marine use.



Customer charge is based on Volkswagen suggested retail parts prices.

WNER'S OBLIGATIONS

The owner is required to present either the unserviceable battery or the battery and the vehicle in

which it has been installed, plus proof of purchase, within the warranty period to any authorized

Volkswagen dealer in the United States.

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Policy Application from A to Z | Battery – Vehicle Page 86

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

ITEMS NOT COVERED BY THE GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED

WARRANTY



Failure of the battery due to improper installation, misuse, neglect, freezing, fire, accident, low

electrolyte level or use of electrolyte other than recommended by the manufacturer.



Batteries that are discharged or sulphated due to improper maintenance, vehicle storage or parts

storage, are not eligible for replacement under warranty.



Use of the battery for commercial or marine purposes.



Loss of time, inconvenience, loss of use of the vehicle, or other consequential damage.



Battery testing, if the battery is not defective. The owner would be responsible for the cost of

having the battery tested.

3.8.2.1.1 PRORATION TABLE FOR NEW GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT

BATTERIES SOLD AS OF JANUARY 1, 2015

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY PRORATION TABLE

FOR BATTERIES SOLD ON OR AFTER JANUARY 1, 2015

Months in Service Parts Quantity

Customer Charge in Percent of

Suggested Retail Price

0 - 36

1.00

37 - 48

0.50

50%

49 - 60

0.30

70%

3.8.2.2 GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERIES (MANUFACTURED BY

INTERSTATE BATTERY SYSTEMS OF AMERICA) SOLD BETWEEN JUNE 1, 2012 AND

DECEMBER 31, 2014



Are warranted to be free of defects in material and workmanship for 24 months, regardless of

mileage.



After 24 months of battery service, Volkswagen will absorb a prorated percentage of the battery

replacement cost, the remainder of the cost to be paid by the customer (including labor). This

proration policy applies until the battery has been in service for 60 months (5 years), after which

time the customer must bear the entire cost for a new battery.

Labor is not reimbursable in the following situations:



On prorated batteries.



On wholesale purchases or installation by an independent repair facility.



On over-the-counter purchases.

The battery is to be replaced with a new replacement battery of comparable capacity.

See 3.9 Battery Test for Midtronics battery tester warranty requirements.

BATTERY POLICY GUIDELINES



Full 100% reimbursement for parts and labor up to 24 months, regardless of mileage.



No labor reimbursement for battery replacement after 24 months.



This warranty does not apply to batteries that were placed in commercial or marine use.

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Policy Application from A to Z | Battery – Vehicle Page 87

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



Customer charge is based on Volkswagen suggested retail parts prices.

RORATION EXAMPLES



16 months of service have elapsed. Battery will be replaced 100% parts and labor at no charge to

the customer (since the battery has been in service less than 24 months).



34 months of service have elapsed. The proration rate of 50% parts would apply for 25-36 months

in service. Labor may not be claimed.

OWNER'S OBLIGATIONS

The owner is required to present either the unserviceable battery or the battery and the vehicle in

which it has been installed, plus proof of purchase, within the warranty period to any authorized

Volkswagen dealer in the United States.

TEMS NOT COVERED BY THE GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED

WARRANTY



Failure of the battery due to improper installation, misuse, neglect, freezing, fire, accident, low

electrolyte level or use of electrolyte other than recommended by the manufacturer.



Batteries that are discharged or sulphated due to improper maintenance, vehicle storage or parts

storage, are not eligible for replacement under warranty.



Use of the battery for commercial or marine purposes.



Loss of time, inconvenience, loss of use of the vehicle, or other consequential damage.



Battery testing, if the battery is not defective. The owner would be responsible for the cost of

having the battery tested.

3.8.2.2.1 PRORATION TABLE FOR NEW GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT

BATTERIES (INTERSTATE BATTERY SYSTEMS OF AMERICA) SOLD BETWEEN JUNE 1, 2012

AND DECEMBER 31, 2014

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY PRORATION TABLE

FOR BATTERIES SOLD BETWEEN JUNE 1, 2012 AND DECEMBER 31, 2014

Months in Service Parts Quantity

Customer Charge in Percent of

Suggested Retail Price

0 - 24

1.00

25 - 36

0.50

50%

37 - 48

0.30

70%

49 - 60

0.10

90%

3.8.2.3 GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERIES (MANUFACTURED BY

EXIDE OR INTERSTATE BATTERY SYSTEMS OF AMERICA) SOLD BETWEEN JUNE 1, 1998

AND MAY 31, 2012



Are warranted to be free of defects in material and workmanship for 12 months or 12,000 miles,

whichever occurs first.

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Policy Application from A to Z | Battery – Vehicle Page 88

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



After 12 months or 12,000 miles (whichever occurs first) of battery service, Volkswagen will

absorb a prorated percentage of the battery replacement cost, the remainder of the cost to be paid

by the customer (including labor). This proration policy applies until the battery has been in service

for 60 months (5 years), after which time the customer must bear the entire cost for a new battery.

Labor is not reimbursable in the following situations:



On prorated batteries.



On wholesale purchases or installation by an independent repair facility.



On over-the-counter purchases.

The battery is to be replaced with a new replacement battery of comparable capacity.

See 3.9 Battery Test for Midtronics battery tester warranty requirements.

BATTERY POLICY GUIDELINES



Full 100% reimbursement for parts and labor up to 12 months or 12,000 miles, whichever occurs

first.



No labor reimbursement for battery replacement after 12 months or 12,000 miles, whichever

occurs first.



This warranty does not apply to batteries that were placed in commercial or marine use.



Customer charge is based on Volkswagen suggested retail parts prices.

RORATION EXAMPLES



8 months of service and 11,000 miles have elapsed. Battery will be replaced 100% parts and labor

at no charge to the customer since the battery has been in service less than 12 months or 12,000

miles.



8 months of service and 14,000 miles have elapsed. Proration for 8 months service would apply

since the battery has been in service more than 12 months or 12,000 miles. Labor may not be

claimed.

WNER'S OBLIGATIONS

The owner is required to present either the unserviceable battery or the battery and the vehicle in

which it has been installed, plus proof of purchase, within the warranty period to any authorized

Volkswagen dealer in the United States.

TEMS NOT COVERED BY THE GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED

WARRANTY



Failure of the battery due to improper installation, misuse, neglect, freezing, fire, accident, low

electrolyte level or use of electrolyte other than recommended by the manufacturer.



Batteries that are discharged or sulphated due to improper maintenance, vehicle storage or parts

storage, are not eligible for replacement under warranty.



Use of the battery for commercial or marine purposes.



Loss of time, inconvenience, loss of use of the vehicle, or other consequential damage.



Battery testing, if the battery is not defective. The owner would be responsible for the cost of

having the battery tested.

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Policy Application from A to Z | Battery – Vehicle Page 89

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.8.2.3.1 PRORATION TABLES FOR NEW GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT

BATTERIES (EXIDE OR INTERSTATE BATTERY SYSTEMS OF AMERICA) SOLD BETWEEN

JUNE 1, 1998 AND MAY 31, 2012

ENUINE

OLKSWAGEN

6-V

OLT

/12-V

OLT

EPLACEMENT

ATTERY

RORATION

ABLE

FOR BATTERIES SOLD BETWEEN JUNE 1, 1998 AND MAY 31, 2012

FOR VEHICLES WITH LESS THAN 12,000 MILES

Months in Service Parts Quantity

Customer Charge in Percent of

Suggested Retail Price

1 - 12

1.00

ENUINE

OLKSWAGEN

6-V

OLT

/12-V

OLT

EPLACEMENT

ATTERY

RORATION

ABLE

FOR BATTERIES SOLD BETWEEN JUNE 1, 1998 AND MAY 31, 2012

FOR VEHICLES WITH MORE THAN 12,000 MILES

Months

Service

Parts

Quantity

Customer Charge in

Percent of Suggested

Retail Price

Months

Service

Parts

Quantity

Customer Charge in

Percent of Suggested

Retail Price

1.00

0.48

52%

0.98

0.47

53%

0.97

0.45

55%

0.95

0.43

57%

0.93

0.42

58%

0.92

0.40

60%

0.90

10%

0.38

62%

0.88

12%

0.37

63%

0.87

13%

0.35

65%

0.85

15%

0.33

67%

0.83

17%

0.32

68%

0.82

18%

0.30

70%

0.80

20%

0.28

72%

0.78

22%

0.27

73%

0.77

23%

0.25

75%

0.75

25%

0.23

77%

0.73

27%

0.22

78%

0.72

28%

0.20

80%

0.70

30%

0.18

82%

0.68

32%

0.17

83%

0.67

33%

0.15

85%

0.65

35%

0.13

87%

0.63

37%

0.12

88%

0.62

38%

0.10

90%

0.60

40%

0.08

92%

0.58

42%

0.07

93%

0.57

43%

0.05

95%

0.55

45%

0.03

97%

0.53

47%

0.02

98%

0.52

48%

0.00

100%

0.50

50%

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Policy Application from A to Z | Battery – Vehicle Page 90

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.8.3 VOLKSWAGEN ECONOMY 6-VOLT/12-VOLT REPLACEMENT BATTERY

LIMITED WARRANTY (FOR BATTERY PART NUMBERS BEGINNING WITH

JZW)



Are warranted to be free of defects in material and workmanship for 12 months, regardless of

mileage.

Labor is not reimbursable in the following situations:



On wholesale purchases or installation by an independent repair facility.



On over-the-counter purchases.

The battery is to be replaced with a new replacement battery of comparable capacity.

See 3.9 Battery Test for Midtronics battery tester warranty requirements.

VOLKSWAGEN ECONOMY 6-VOLT/12-VOLT REPLACEMENT BATTERY POLICY GUIDELINES



Full 100% reimbursement for parts and labor up to 12 months, regardless of mileage.



Proration is not applicable for Volkswagen Economy 6-Volt/12-Volt Replacement Batteries



This warranty does not apply to batteries that were placed in commercial or marine use.

WNER'S OBLIGATIONS

The owner is required to present either the unserviceable battery or the battery and the vehicle in

which it has been installed, plus proof of purchase, within the warranty period to any authorized

Volkswagen dealer in the United States.

TEMS NOT COVERED BY THE VOLKSWAGEN ECONOMY 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED

WARRANTY (FOR BATTERY PART NUMBERS BEGINNING WITH JZW)



Failure of the battery due to improper installation, misuse, neglect, freezing, fire, accident, low

electrolyte level or use of electrolyte other than recommended by the manufacturer.



Batteries that are discharged or sulphated due to improper maintenance, vehicle storage or parts

storage, are not eligible for replacement under warranty.



Use of the battery for commercial or marine purposes.



Loss of time, inconvenience, loss of use of the vehicle, or other consequential damage.



Battery testing, if the battery is not defective. The owner would be responsible for the cost of

having the battery tested.

3.8.4 GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY DROP-

SHIP PROGRAM

Effective April 1, 2000, Genuine Volkswagen 6-Volt/12-Volt Replacement Batteries ordered through

the Drop-Ship Program will be reimbursed at the warranty rate established for ordering through your

Facing PDC. The reimbursement process for these batteries is a modification to warranty policy. All

other battery policies, including proration, remain unchanged.



Note: It is more cost effective for your dealership to utilize the Drop-Ship Program when ordering

Genuine Volkswagen 6-Volt/12-Volt Replacement Batteries, plus you will receive a larger parts

reimbursement when submitting a warranty claim.

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Policy Application from A to Z | Battery Test Page 91

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.9 BATTERY TEST

3.9.1 POLICY FOR ALL VEHICLE BATTERY WARRANTY CLAIMS

All batteries must be tested using the correct battery specifications and charged, if required, using

Volkswagen-approved Midtronics battery tools and equipment. The Midtronics printout is required to

substantiate the condition of the battery.

Refer to Technical Bulletin Instance Number 2011894 for the testing and repair procedures for battery

testing and charging using Volkswagen-approved Midtronics battery tools and equipment.

Do not submit a warranty claim for battery charging required due to outside influence..

OCUMENTATION REQUIREMENTS

Battery warranty claims must be substantiated by attaching the Midtronics printout(s) to the repair

order and by entering the Midtronics encrypted TEST CODE(s) in the claim COMMENTS field.

The above documentation requirements are mandatory at all testing, charging and/or replacing points.

Volkswagen will, at various times, decode the encrypted Midtronics test code for warranty auditing and

data analysis purposes.

HARGE-BACK

Paid battery claims are subject to charge-back for:



Failure to use Volkswagen-approved Midtronics battery tools and equipment for all warranty-

related battery tests or charging, if required



Battery replacement when only charging was required or battery charging when the battery was

discharged due to outside influence



Failure to attach the Midtronics printout(s) to the repair order including failure to attach the end

result printout after the battery was charged



Failure to enter the TEST CODE in the warranty claim comments field



Failure to attach the Midtronics printout(s) to the PDI checklist or to record the TEST CODE on the

PDI checklist



Failure to replace the battery with the exact specification of the original equipment battery

3.9.2 BATTERY TEST AND MAINTENANCE PROCEDURES

Volkswagen-approved Midtronics battery tools and equipment must be used for all Volkswagen initial

battery checks after delivery of the vehicle to the dealer. Battery testing and charging are included in

the PDI time allowance. A separate claim is no longer necessary. Battery replacements are claimed

with a single Service Number using normal warranty procedures. It is mandatory that the replacement

battery be the exact specification of the original equipment battery.

Maintenance of new vehicle stock batteries is the dealership's responsibility. The PDI process

mandates that the battery be tested and charged within 5 days of new vehicle receipt from the

transporter. Volkswagen will accept claims for battery replacement with a repair date up to 10 days

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Policy Application from A to Z | Brake Disc/Drums, Machining Page 92

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

after vehicle receipt from the transporter. The dealer will be solely responsible for new vehicle stock

battery replacement or charge after the first 10 business days of vehicle receipt from the transporter.

Refer to the most current Inventory Maintenance Checklist that mandates the battery be checked, and

recharged if necessary, every 30 days until the vehicle is sold.

A Midtronics printout must be attached to the repair order and retained in support of the claim for a

minimum of 2 years after the claim has been paid. Battery maintenance records must also be available

for inspection.

3.10 BRAKE DISC/DRUMS, MACHINING

Machining of brake discs is reimbursable under warranty under specific conditions (refer to the latest

Technical Bulletin for specifications and requirements). Machining of brake drums is not a warrantable

repair for any reason. Also see section 3.12 Brake Pads/Shoes and Discs/Drums.

3.11 BRAKE NOISE/SQUEAL

Replacement of pads/shoes or linings for brake noises may only be covered under warranty if

instructed by a Technical Bulletin.

Also see section 3.10 Brake Disc/Drums, Machining.

3.12 BRAKE PADS/SHOES AND DISCS/DRUMS

Also see 1.2.1.1 Wear and Tear Covered Components - NVLW and 3.10 Brake Disc/Drums,

Machining.

NVLW

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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Policy Application from A to Z | Bulbs Page 93

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

CONDITIONS FOR REPLACEMENT OF BRAKE DISCS/DRUMS UNDER WARRANTY

OVERED BY

EHICLE

IMITED

ARRANTY

OVERED BY

EHICLE

IMITED

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.

3.13 BULBS

NVLW

MY 2007 – 2012



Bulbs replaced for wear and tear are covered for 1 year or 12,000 miles, whichever occurs first,

with the exception of Halogen/Xenon headlights.

Halogen/Xenon headlights, replaced for wear, are

covered for the entire NVLW period.

Halogen/Xenon headlights damaged from outside influence are

not covered.



Bulbs replaced for defects in material or workmanship are covered for the entire NVLW period.

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Policy Application from A to Z | Cabrio and Convertible Top Repairs Page 94

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.14 CABRIO AND CONVERTIBLE TOP REPAIRS

Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process

in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).

Repairs/replacements should be claimed using claim type 110 or 910 (Before Delivery).

3.15 CAMPAIGNS AND UPDATES

Campaigns are divided into the following types:



Recall: Remedies defects relating to motor vehicle safety or emissions, and non-compliances with

motor vehicle safety standards and emissions standards.



Service Action: Addresses product technical issues not directly related to safety or compliance;

sometimes these are emissions-related.



Customer Satisfaction Campaign: Addresses customer satisfaction issues, but not issues directly

related to safety, compliance or emissions.

Updates are not campaigns. Instead they are a subset of technical bulletins published to update

vehicles before a customer might experience an issue.

Dealers can obtain answers to specific Campaign and Update-related questions by reviewing the

associated documents (circulars, FAQs, bulletins, etc.) found in ElsaPro and ServiceNet. As an

additional reference tool, the Volkswagen Campaign and Update Policies & Procedures Manual (found

on ServiceNet) contains important policy information regarding these actions. Dealers can also contact

Volkswagen Warranty for assistance.

AMPAIGN CLAIM CONSEQUENTIAL DAMAGE REPAIR AUTHORIZATION REQUESTS

Repair authorization for consequential damage related to campaign claims must be requested in the

Operations section of WISE by the Service Manager/Service Director or designate*, before the work is

performed (*see section Service Management Approvals on page 46 for the definition of Service

Manager/Service Director designate). Technicians should not request authorization for campaign

claim consequential damage repairs.

3.16 CD CHANGER

For CD changer replacement guidelines see 3.7 Audio.

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Policy Application from A to Z | Clutch Disc [Excludes Direct Shift Gearbox (DSG)] Page 95

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.17 CLUTCH DISC [EXCLUDES DIRECT SHIFT GEARBOX (DSG)]

Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process

in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).

3.18 CUSTOMER CARE

The way a customer is treated represents one of the most important challenges in our business today.

The services a dealer provides and the way a customer is treated and satisfied will influence whether

or not an owner (or prospective purchaser) will return to the dealership for repeat sales and service.

To build and maintain good relations with a customer, the following practices are important:



Courteous and convenient service



Fair pricing of service and parts



Fair policies uniformly administered



Accurate diagnosis and competent repair work - "fixed right the first time"

However, customer complaints may arise from time to time. Volkswagen encourages to establish a

resolution procedure within the dealership. In the event the customer is still not satisfied and wishes to

pursue the matter further, the FOM should be contacted in an attempt to resolve the matter between

the dealership and the customer.

If a dealer finds it necessary to contact the FOM for assistance, the dealer must advise him or her of

any mechanical repair contract coverages that apply.

Many vehicles also are covered by mechanical repair contracts not sponsored by Volkswagen.

After expiration of the Volkswagen Limited Warranty for specific components, mechanical repair

contractors may be responsible for certain repairs which must be applied before VWoA will review for

customer loyalty assistance.

In the Owner's Warranty and Maintenance booklet, VWoA has advised the customer to:



Discuss the problem with the service personnel or owner at their authorized Volkswagen dealer,

and



if the problem is not resolved, to contact the Volkswagen Customer Care Center at 1-800-822-

8987.

A Customer Advocate will carefully gather and review the facts relating to the customer's request for

assistance. This may include a discussion with the dealer or the FOM/QTM as deemed appropriate.

He/she will then inform the customer whether further assistance can be provided and explain the

reasons for his/her decision or ask you to contact your customer directly.

If the Volkswagen Customer Advocate does not resolve the customer's complaint or if the customer

does not wish to present his or her complaint to Volkswagen, the customer may want to take

advantage of the mediation and arbitration services of the Better Business Bureau or the Canadian

Motor Vehicle Arbitration Plan (CAMVAP). See 3.31 Mediation/Arbitration Programs.

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3.19 CUSTOMER LOYALTY ASSISTANCE PROGRAM

Information regarding the Customer Loyalty Assistance Program is available on WISE under Resource

Center > Customer Loyalty Assistance.

3.20 DISTRIBUTOR CAP, ROTOR, HIGH TENSION WIRES

Distributor cap, rotor, high tension wires are covered under the NVLW for manufacturing defects only;

wear and tear is not covered.

3.21 EMERGENCY REPAIRS

Emergency warranty repairs may be necessary at a time or place where the customer is unable to

have repairs performed by an authorized Volkswagen Dealer, and has no other recourse but to have

them performed by an independent/non-franchise repair shop.



An example would be when a vehicle has broken down, and the local authorized Volkswagen

Dealer is closed (i.e. Saturday/Sunday).



It is the responsibility of Dealership Management to determine if the service qualifies for

reimbursement.

ANDLING PROCEDURES

Customer



Presents original repair invoice, replaced parts, and a statement of the circumstances of the

emergency repairs to an authorized Volkswagen Dealer for review.

Dealer



Determines if vehicle was within warranty limits at the time of repair, parts are defective in material

or workmanship and documentation is complete.



Determines amount of reimbursement based on repair invoice (full reimbursement for repair and

replacement of defective parts).



Reimburses customer by check.



Submits claim for sublet repair by entering dollar amount for parts and labor in the "outside" fields

in SAGA.



Enters "Emergency Repair" in the comments section of the claim.

All parts must be retained by the dealer until:

All warranty part(s) must be retained at the dealership until they appear on the weekly Parts

Destruction/Core Disposition Report (unless notified of a pending audit).

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Policy Application from A to Z | E

missions Testing of Vehicles with Full-Time All-Wheel Drive Page 97

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



Parts retention period for warranty audits: If a warranty audit is scheduled, the dealership must

retain all warranty parts, including parts for paid claims and parts listed on the Part Destruction

and Core Disposition Report from the date the dealership management is advised of the

scheduled audit until the Warranty Field Manager informs the dealership management to scrap all

retained warranty parts*. Any part(s) requested by the Warranty Parts Return Center (WPRC)

must always be shipped to the WPRC, immediately, and not retained by the dealership.

−

*To the extent that an applicable state/provincial statute requires a shorter parts' retention

period, the state/provincial law applies.

3.22 EMISSIONS TESTING OF VEHICLES WITH FULL-TIME ALL-WHEEL

DRIVE

Part of the emissions testing programs of some states is to check the tailpipe emissions by running the

vehicle on a dynamometer. Most of these dynamometers are designed to test two-wheel drive

vehicles. Please inform customers that running full time all-wheel drive vehicles on such

dynamometers will cause damage to the vehicle driveline. Recommend customers contact their “State

Maintenance Coordinators”.

3.23 EMISSIONS WARRANTIES

Coverage: For coverage policy and procedures please refer to 6.6 Federal Emissions Warranties and

6.7 California Emissions Warranties. For the California Emissions 7/70 tables, the California

Emissions 8/100 table (Routan only), and the 15/150 PZEV/AT-PZEV California Emissions table, see

3.23.2 California Emissions Warranties Tables. Emissions warranties are not applicable for all-electric

models.

Claim coding: Use claim type 1E1 for Federal emissions repairs/replacements after the NVLW period

but within the Federal Emissions Warranty. Use claim type 1E2 for California emissions

repairs/replacements after the NVLW period but within the California emissions warranty. Use claim

type 1E3 for California diesel vehicle repairs/replacements after the NVLW period but within the

California emissions warranty.

ENERAL

Emission warranties are warranties which the manufacturer is required by law to furnish to customers

at the time they take delivery of their new vehicle. The warranties required by federal laws are

applicable to all new Volkswagen vehicles imported and distributed by Volkswagen of America, Inc. for

sale in the United States, including California. The table VWoA's California Emissions Warranties

Coverage Matrix identifies the classes of vehicles covered by VWoA's California emission warranties.

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VWOA’S CALIFORNIA EMISSIONS WARRANTIES COVERAGE MATRIX

Requirement



Requirement



Requirement



Covered by California

Emission Warranty

Certified for

sale in

California?

First

registered in a

CA emissions

state*?

Currently

registered in

a CA

emissions

state*?

Yes  Yes  irrelevant  Yes

Yes  No  Yes 

Yes (as long as registered

in a CA emission state*)

Yes  No  No  No

No  irrelevant  irrelevant  No

* CA Emissions States:

– California

– Delaware as of 2014 MY

– Massachusetts as of 1995 MY

– Vermont as of 1999 MY

– Maine as of 2002 MY

– Connecticut, Pennsylvania, Rhode Island as of 2008 MY

– New Jersey, Oregon, Washington as of 2009 MY

– Maryland as of 2011 MY

– Washington, D.C. as of 2014 MY

– New Mexico, 2011 MY only

– New York as of 2016 MY

– New York 2004 - 2015 MY (only for vehicles equipped to meet California’s Partial Zero

Emission Vehicle (PZEV)/Advanced Technology Partial Zero Emissions Vehicles (AT-

PZEV) emissions requirements)

A vehicle certified for California can be identified by inspecting the Emission Control Information Label

located visibly in the engine compartment and confirming that the label includes a statement of

certification to California regulations.

The owner of a vehicle certified for sale and registered in a California-state as identified in the table

VWoA's California Emissions Warranties Coverage Matrix may, therefore, have warranty rights under

both federal and state mandated Emissions Warranties.

MISSIONS WARRANTY CLAIMS ON TOTALED VEHICLES

Claims made by a consumer under any of the statutory Emissions Warranties are required to be

honored even though the vehicle may have been declared a "total loss" by an insurance company as

long as it remains operative and has been placed back into service. However, damage to emission

components caused by flood, accident or other events for which Volkswagen has no responsibility

may not be claimed under any of the statutory emissions warranties.

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

IMPORTANT! When a dealer services such a vehicle, please disclose to the owner in writing any

unsafe conditions discovered in the vehicle and recommend that these conditions be repaired before

the vehicle is operated on public streets.

OTE



Please verify that the component you are reviewing coverage for is not considered a Powertrain

Warranty component (e.g. turbocharger). Certain items may be covered by the Powertrain

Warranty.

3.23.1 8/80 FEDERAL EMISSIONS WARRANTIES COMPONENT COVERAGE

The following major emission control components are covered under the terms of the Federal

Emissions Warranties for 8 years/80,000 miles, whichever occurs first, from the vehicle's in-service

date.

3.23.1.1 MODEL YEAR 1995 – 2016 VEHICLES

CATALYTIC CONVERTER AND PARTICULATE FILTER

Service Number 2673 (including pre-catalytic converter, Service Number 2670 and Diesel Particulate

Filter, Service Number 2674), including any and all catalysts and the following parts that are an

integral part of any converters and/or would necessitate converter replacement if they fail:



Converter shell, nipples, and heat shield



Heater and warm-up circuits

LECTRONIC CONTROL MODULE (POWERTRAIN CONTROL MODULE – ROUTAN)

Service Number 2470, or 2360 (diesel vehicles) Including any and all hardware, software, wires,

harnesses, connectors and the case which are an integral part of the control unit or would necessitate

repair or replacement of the unit or module if they fail.

N-BOARD EMISSION DIAGNOSTIC DEVICE

Including any and all hardware, software, wires, harnesses, connectors and the case which are an

integral part of the device or would necessitate repair or replacement of the device if it fails. This

includes any portion of the wiring harness (Service Number 9752), which effects the proper operation

of the vehicle's Onboard Emission Diagnostic Device, as well as the MIL bulb. This does not include

any other parts or systems which the OBD monitors.

ELATED PARTS AND LABOR

Associated with the above components necessary for replacement, including:



Hoses; gaskets, seals; wires, harnesses, connectors; nuts, bolts, screws, fasteners

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3.23.1.2 MODEL YEAR 2017 VEHICLES

ATALYTIC CONVERTER AND PARTICULATE FILTER

Service Number 2673 (including pre-catalytic converter, Service Number 2670 and Diesel Particulate

Filter, Service Number 2674), including any and all catalysts and the following parts that are an

integral part of any converters and/or would necessitate converter replacement if they fail:



Converter shell, nipples, and heat shield



Heater and warm-up circuits

LECTRONIC CONTROL MODULE (POWERTRAIN CONTROL MODULE – ROUTAN)

Service Number 2470, or 2360 (diesel vehicles) Including any and all hardware, software, wires,

harnesses, connectors and the case which are an integral part of the control unit or would necessitate

repair or replacement of the unit or module if they fail.

RANSMISSION CONTROL MODULE (TCM)

Service Number 3511 – Mechatronic, Service Number 3730 Transmission ECM, Service Number

3885 – Mechatronic

ELECTIVE CATALYTIC REDUCTION (ADBLUE

) CONTROL MODULE

Service Number 2686 – Reductive Agent Analyzer, Service Number 2687 – Reductive Agent Output

Electronics

N-BOARD EMISSION DIAGNOSTIC DEVICE

Including any and all hardware, software, wires, harnesses, connectors and the case which are an

integral part of the device or would necessitate repair or replacement of the device if it fails. This

includes any portion of the wiring harness (Service Number 9752), which effects the proper operation

of the vehicle's Onboard Emission Diagnostic Device, as well as the MIL bulb. This does not include

any other parts or systems which the OBD monitors.

ELATED PARTS AND LABOR

Associated with the above components necessary for replacement, including:

Hoses; gaskets, seals; wires, harnesses, connectors; nuts, bolts, screws, fasteners

3.23.1.2.1 ADDITIONALLY FOR MODEL YEAR 2017 HYBRID AND PLUG-IN HYBRID VEHICLES:

HVAC

CONTROL MODULE (WITHOUT TME – HV BATTERY THERMO-MANAGEMENT ELECTRONIC)

Service Number 8704 – Climatronic Control Unit

BATTERY TME CONTROL MODULE

Service Number – 9325 HV Battery TME Control Module

OWER ELECTRONICS MODULE (FOR ELECTRIC DRIVE)

Service Number 9350 – Power Electronics

BATTERY REGULATION CONTROL MODULE

Service Number 9325 – BMS Control Unit

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BATTERY CHARGING CONTROL MODULE

Service Number 9352 – HV Charging Unit

ESC

CONTROL MODULE (ELECTRONIC STABILITY CONTROL)

Service Number 4545 – ABS/ESC Control Module

LECTRO MECHANICAL BRAKE SERVO (BRAKE BOOSTER)

Service Number 4770 – Brake Servo Control Unit

ELATED PARTS AND LABOR

Associated with the above components necessary for replacement, including:

Hoses; gaskets, seals; wires, harnesses, connectors; nuts, bolts, screws, fasteners

3.23.2 CALIFORNIA EMISSIONS WARRANTIES TABLES



7/70 California Emissions Warranties Tables



8/100 California Emissions Warranties Table (Routan only)



15/150 PZEV/AT-PZEV California Emissions Warranties Table

3.23.2.1 7/70 CALIFORNIA EMISSIONS WARRANTIES TABLES

The emissions components marked with "

" in the following tables are covered under the terms of the

California Emissions Warranties for 7 years/70,000 miles, whichever occurs first, from the vehicle's in-

service date.

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MY 2017 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0L TFSI

2.0L TDI

3.0L TDI

3.6L V6

1.4L TFSI

CC / Golf R / Tiguan

Component

Service

Number

All Models

Touareg

All Models

Jetta

Camshaft Adjuster

(Intake and Exhaust)

1507

  

Crankcase Ventilation Valve 1582

 

Camshaft Adjuster Unit 1584

   

Camshaft Adjuster Control Housing

1585



Fuel Tank

2010

    

Fuel Pump (Electric) 2066



Turbocharger (includes Boost Control) 2130

  



Charge Air Cooler 2143

  

NOx-Sensor

2381

 

Throttle Part and Idle Control Valve

2434

    

Fuel Injector 2440

 

Fuel Distribution Rail

2441 / 2373

 

Intake Manifold 2447 / 2380

 



Electronic Control Module (ECM)

(Gasoline / Diesel)

2470 / 2360

    

Exhaust Manifold

2610

    

EGR Valve and Throttle Control

2639 / 2379

 

EGR Cooler (main and additional) 2643

 

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter (DPF)

2673 / 2670

/ 2674

    

AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

AdBlue® Heater

2682

 

Transmission Control Module

3730 (DSG

3885 / 3511)

    

Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

    

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MY 2016 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

1.4T

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Golf

SportWagen

Beetle / Beetle

Convertible /

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507

   

Camshaft Adjuster Control Housing 1585



Fuel Tank

2010

     

High-Pressure Pump (diesel)

2374

 

Supercharger 2114



Turbocharger (includes Boost Control) 2130

  



Charge Air Cooler

2143



Throttle Part and Idle Control Valve 2434



Fuel Injectors

2440



Fuel Distribution Rail 2441 / 2373

 

Intake Manifold

2447 / 2380

 



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

     

Exhaust Manifold

2610

     

EGR Valve and Throttle Control

2639 / 2379

 

EGR Cooler (main and additional)

2643

 

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

     

AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

Hybrid Electric Motor Clutch Actuator 3077



Transmission Control Module

3730 (DSG

3885 / 3511)

     

Electric Transmission Oil Pump (incl.

control module)

3863



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

     

High-Voltage Battery 9301



Hybrid Electric Motor 9320



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MY 2016 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

1.4T

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Golf

SportWagen

Beetle / Beetle

Convertible /

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch

9340



Power Electronics (inverter and

converter)

9350



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MY 2015 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible /

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507

  

Camshaft Adjuster Control Housing 1585



Fuel Tank

2010

    



High-Pressure Pump (diesel)

2374

 

Supercharger 2114



Turbocharger (includes Boost Control) 2130

  

Charge Air Cooler

2143



Throttle Part and Idle Control Valve 2434



Fuel Injectors

2440



Fuel Distribution Rail 2441 / 2373

 

Intake Manifold

2447 / 2380

 



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

    



Exhaust Manifold

2610

    



EGR Valve and Throttle Control

2639 / 2379

 

EGR Cooler (main and additional)

2643

 

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

    



AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

Hybrid Electric Motor Clutch Actuator 3077



Transmission Control Module

3730 (DSG

3885 / 3511)

    

Electric Transmission Oil Pump (incl.

control module)

3863



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

     

High-Voltage Battery 9301



Hybrid Electric Motor 9320



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MY 2015 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible /

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch

9340



Power Electronics (inverter and

converter)

9350



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MY 2014 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507



 

Camshaft Adjuster Control Housing 1585



Fuel Tank

2010

     



High-Pressure Pump (diesel)

2374

  

Supercharger 2114



Turbocharger (includes Boost Control) 2130

   

Charge Air Cooler

2143

 



Throttle Part and Idle Control Valve 2434



Fuel Injectors

2440



Fuel Distribution Rail 2441 / 2373

 

Intake Manifold

2447 / 2380

 



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

     



Exhaust Manifold

2610

     



EGR Valve and Throttle Control

2639 / 2379

  

EGR Cooler (main and additional)

2643

  

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

     



AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

Hybrid Electric Motor Clutch Actuator 3077



Transmission Control Module

3730 (DSG

3885 / 3511)

     

Electric Transmission Oil Pump (incl.

control module)

3863



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

      

High-Voltage Battery 9301



Hybrid Electric Motor 9320



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MY 2014 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Beetle

Convertible / Tiguan

/ Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch

9340



Power Electronics (inverter and

converter)

9350



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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2013 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos

/ CC

/ Beetle / Beetle

Convertible / Tiguan

Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507



 

Camshaft Adjuster Control Housing 1585



Fuel Tank

2010

     



High-Pressure Pump (diesel)

2374

  

Supercharger 2114



Turbocharger (includes Boost Control) 2130

   

Charge Air Cooler

2143

 



Throttle Part and Idle Control Valve 2434



Fuel Injectors

2440



Fuel Distribution Rail 2441 / 2373

 

Intake Manifold

2447 / 2380

 



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

     



Exhaust Manifold

2610

     



EGR Valve and Throttle Control

2639 / 2379

  

EGR Cooler (main and additional)

2643

  

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

     



AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

Hybrid Electric Motor Clutch Actuator 3077



Transmission Control Module

3730 (DSG

3885 / 3511)

     

Electric Transmission Oil Pump (incl.

control module)

3863



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

      

High-Voltage Battery 9301



Hybrid Electric Motor 9320



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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2013 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos

/ CC

/ Beetle / Beetle

Convertible / Tiguan

Golf R

Component

Service

Number

Jetta / Golf /

Beetle / Beetle

Convertible

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch

9340



Power Electronics (inverter and

converter)

9350



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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2012 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Tiguan

Component

Service

Number

Jetta / Golf /

Beetle

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507



 

Camshaft Adjuster Control Housing

1585



Fuel Tank

2010

      

High-Pressure Pump (diesel) 2374



Supercharger

2114



Turbocharger (includes Boost Control) 2130

   

Charge Air Cooler

2143

 



Throttle Part and Idle Control Valve

2434



Fuel Injectors 2440



Fuel Distribution Rail

2441 / 2373

 

Intake Manifold 2447 / 2380



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

      

Exhaust Manifold

2610

      

EGR Valve and Throttle Control

2639 / 2379

  

EGR Cooler (main and additional)

2643

  

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

      

AdBlue® Tank and Dosing Pump

Module

2681 / 2683

 

Hybrid Electric Motor Clutch Actuator

3077



Transmission Control Module

3730 (DSG

3885 / 3511)

     

Electric Transmission Oil Pump (incl.

control module)

3863



Malfunction Indicator Light (MIL);

covered only when equipped with Multi-

Function Indicator

      

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2012 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L

2.0L

Jetta / GTI / Eos / CC

/ Beetle / Tiguan

Component

Service

Number

Jetta / Golf /

Beetle

Passat

Touareg

Touareg /

Passat / CC

Touareg Hybrid

Jetta

High-Voltage Battery 9301



Hybrid Electric Motor 9320



Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch 9340



Power Electronics (inverter and

converter)

9350



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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2011 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L + Hybrid

Electric Motor

2.0L

3.6L

Jetta / GTI / Eos / CC

/ Passat / Tiguan

Component

Service

Number

Jetta

Touareg

Touareg / CC

Touareg

Jetta

Routan

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507



 

Camshaft Adjuster Control Housing

1585



Fuel Tank

2010

      

High-Pressure Pump (diesel) 2374



Fuel Pump Module

2066



Supercharger 2114



Turbocharger (includes Boost Control)

2130

  

Charge Air Cooler

2143



Throttle Part and Idle Control Valve 2434



Fuel Injectors

2440



Fuel Distribution Rail 2441 / 2373

 

Intake Manifold

2447



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

     

Exhaust Manifold

2610

     

EGR Valve and Throttle Control

2639 / 2379

 

EGR Cooler (main and additional)

2643

 

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

     

AdBlue® Tank and Dosing Pump

Module

2681 / 2683



Hybrid Electric Motor Clutch Actuator 3077



Transmission Control Module

3730 (DSG

3885 / 3511)

    

Electric Transmission Oil Pump (incl.

control module)

3863



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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2011 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

3.0L + Hybrid

Electric Motor

2.0L

3.6L

Jetta / GTI / Eos / CC

/ Passat / Tiguan

Component

Service

Number

Jetta

Touareg

Touareg / CC

Touareg

Jetta

Routan

Malfunction Indicator Light (MIL);

covered only when equipped with Multi-

Function Indicator

      

High-Voltage Battery 9301



Hybrid Electric Motor 9320



Battery Energy Control Module 9325



High-Voltage Cables 9330



Hybrid Electric Motor Clutch 9340



Power Electronics (inverter and

converter)

9350



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MY 2010 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

3.0L TDI

3.6L

4.2L

Jetta / GTI / Eos / CC

/ Passat / Tiguan

Component

Service

Number

Jetta

Touareg

Touareg / CC

Touareg

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507



 

Camshaft Adjuster Control Housing 1585



Fuel Tank

2010

    

High-Pressure Pump (diesel)

2374



Turbocharger (includes Boost Control) 2130

  

Fuel Distribution Rail

2441 / 2373



Throttle Part and Idle Control Valve 2434



Intake Manifold

2447



Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

    

Exhaust Manifold

2610

    

Front Exhaust Pipe / Pre-Catalyst 2617



EGR Valve and Throttle Control

2639 / 2379



EGR Cooler (main and additional) 2643

 

Catalytic Converter including

Pre-catalytic Converter and

Diesel Particulate Filter

2673 / 2670

/ 2674

    

AdBlue® Tank and Dosing Pump

Module

2681 / 2683



Transmission Control Module

3730 (DSG

3885 / 3511)

1

 

Malfunction Indicator Light (MIL);

covered only when equipped with Multi-

Function Indicator

    

1 = Jetta, GTI, Eos, Passat and CC only

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2009 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.0L TDI

2.5L

3.0L TDI

3.6L

4.2L

4.0L

Jetta / GTI / Eos /

Tiguan / Passat/CC

Component

Service

Number

Jetta

Rabbit / Jetta /

New Beetle

Touareg

Touareg / CC

Touareg

Routan

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 / 1507

 

Camshaft Adjuster Control Housing

1585



Fuel Tank 2010

     

Co-Extruded Plastic Fuel Tank 2010



Plastic Fuel Tank Assembly 2010



High-Pressure Pump (diesel)

2374



Turbocharger (includes Boost

Control - 3.0L TDI)

2130

  

Fuel Distribution Rail

2373



Intake Manifold 2447

 

Electronic Control Module

(Gasoline / Diesel)

2470 / 2360

     

Exhaust Manifold 2610

    

Front Exhaust Pipe / Pre-Catalyst 2617



EGR Valve and Throttle Control

2639 / 2379



Exhaust Gas Recirculation Valve /

Cooler - Low Pressure (main and

additional – 3.0L TDI)

2643

 

Catalytic Converter;

including Pre-catalytic Converter

(Diesel Oxidation and SCR

Catalysts – 3.0L TDI)

2673 / 2670

     

Diesel Particulate Filter 2674



AdBlue® Tank and Dosing Pump

Module

2681 / 2683



Transmission Control Module

3730

(DSG Trans.

3885 / 3511)

1



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

     

1 = Jetta, GTI and Eos only

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MY 2008 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.5L

3.2L

3.6L

4.2L

Component

Service

Number

Jetta / GTI /

Eos / Passat

Rabbit /

Jetta /

New Beetle

Eos / R32

Passat /

Touareg

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 /

1507

  

Camshaft Adjuster Control Housing 1585

 

Fuel Tank

2010

    

Turbocharger

2130



Intake Manifold 2447



Electronic Control Module 2470

    

Exhaust Manifold 2610

   

Front Exhaust Pipe / Pre-Catalyst

2617



Catalytic Converter;

including Pre-catalytic Converter

2673 /

2670

    

Transmission Control Module

3730 /

3885

1



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

    

1 = Jetta, GTI and Eos only

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MY 2007 CALIFORNIA EMISSIONS WARRANTIES

7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST

2.0T

2.5L

3.2L

3.6L

4.2L

Component

Service

Number

Jetta / GTI /

Eos / Passat

Rabbit / Jetta /

New Beetle

Eos

Passat /

Touareg

Camshaft Adjuster Unit

(Intake and Exhaust)

1584 /

1507

  

Camshaft Adjuster Control Housing 1585

 

Fuel Tank 2010

    

Turbocharger 2130



Intake Manifold 2447



Electronic Control Module

(Gasoline / Diesel)

2470 /

2360

    

Exhaust Manifold 2610

   

Front Exhaust Pipe / Pre-catalyst 2617



Catalytic Converter;

including Pre-catalytic Converter

2673 /

2670

    

Transmission Control Module 3730

1



Malfunction Indicator Light (MIL);

covered only when equipped with

Multi-Function Indicator

    

1 = Jetta and GTI only

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.23.2.2 8/100 CALIFORNIA EMISSIONS WARRANTIES TABLE (MY 2009, 2010, 2012, 2013, 2014

ROUTAN ONLY)

If the vehicle qualifies for this warranty, you will find this statement "Certified to optional useful life per

1961(a) (8)." on the Vehicle Emission Control Information label located on the under side of the hood

on the driver's side. All powertrain control modules, on-board diagnostic device (OBD) and catalyst are

covered, in addition to the specific parts listed in the following table.

MY 2012 - 2014 VWOA CALIFORNIA EMISSIONS WARRANTIES

8 YEARS/100,000 MILES, WHICHEVER OCCURS FIRST

3.6L V6

Component

Service Number

Routan

Plastic Fuel Tank 2010



MY 2010 VWOA CALIFORNIA EMISSIONS WARRANTIES

8 YEARS/100,000 MILES, WHICHEVER OCCURS FIRST

MY 2009 VWOA CALIFORNIA EMISSION WARRANTIES

8 YEARS/100,000 MILES, WHICHEVER OCCURS FIRST

3.8L V6

4.0L V6

3.8L V6

Component

Service

Number

Routan

Component

Service

Number

Routan

Plastic Fuel Tank Assembly 2010

 

Co-Extruded Plastic Fuel Tank 2010



Upper Intake Manifold 2447



Plastic Fuel Tank Assembly 2010



3.23.2.3 15/150 PZEV/AT-PZEV CALIFORNIA EMISSIONS WARRANTIES TABLE

Some Volkswagen models may be specially equipped to meet California Partial Zero Emission

Vehicle (PZEV) or Advanced Technology Partial Zero Emissions Vehicles (AT-PZEV)

requirements, as identified on the Vehicle Emission Control Information Label located under the hood.

Additionally, PZEV/AT-PZEV models may be identified by checking the VIN for “Warranty Key” US9

(PZEV Coverage See Warranty Policy) in ElsaPro > Vehicle Data. The “Warranty Key” section

heading in ElsaPro only appears if a “Warranty Key” is attached to the VIN.

If a PZEV/AT-PZEV vehicle fails a Smog Check inspection, OR if any emission-related part is found to

be defective, the part will be repaired or replaced by Volkswagen for 15 years or 150,000 miles,

whichever occurs first, from the date the vehicle is delivered to either the original purchaser or the

original lessee; or if the vehicle is first placed in service as a "demonstrator" or "company" car, on the

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

date such vehicle is first placed in service. This represents the emission control system

PERFORMANCE WARRANTY and DEFECTS WARRANTY.

For these vehicles, Volkswagen of America, Inc., an operating unit of Volkswagen Group of America,

Inc. ("Volkswagen"), warrants to the original retail purchaser or original lessee and any subsequent

purchaser or lessee that every model year 2017 Volkswagen vehicle imported by Volkswagen and

certified for sale and registered in California:



Was designed, built and equipped so as to conform with all applicable requirements of the

California Air Resources Board (California ARB) and



Is free from defects in material and workmanship which cause the vehicle to fail to conform with

California ARB requirements, including any defect which would cause the vehicle’s onboard

malfunction indicator to illuminate, for 15 years/150,000 for PZEV/AT-PZEV models, whichever

occurs first.



IMPORTANT: For High-Voltage batteries in Hybrid models equipped to meet AT-PZEV

requirements, the warranty term is 10 years or 150,000 miles, whichever occurs first.

WHEN THE WARRANTY PERIOD BEGINS

The warranty period begins on the date the vehicle is delivered to either the original retail 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.

The following is a generic list of emission-related components which would be covered for 15 years or

150,000 miles, whichever occurs first, for PZEV/AT-PZEV vehicles.

PZEV/AT-PZEV CALIFORNIA EMISSIONS WARRANTIES

15 YEARS/150,000 MILES, WHICHEVER OCCURS FIRST

Service Number* Component

1714

Oil Filler Cap

1726

PCV Valve

1911

Coolant Level Sensor

1913

Coolant Fan Con. Switch

1970

Direct Ozone Reduction (DOR) Radiator/Sensor

1978

Temperature Sending Unit

2005

Fuel Filler Cap

2007

Filler Neck

2010

Fuel Tank

2019

Gravity Valve

2022

Activated Charcoal Line

2024

Canister Purge Solenoid/Valve

2025

Canister

2038

Fuel Feed Line

2039

Fuel Return Line

2044

Fuel Line

2048

Leak Detection Pump

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PZEV/AT-PZEV CALIFORNIA EMISSIONS WARRANTIES

15 YEARS/150,000 MILES, WHICHEVER OCCURS FIRST

Service Number* Component

2057

Pressure Relief Valve

2058

Fuel Accumulator

2065

Fuel Pump Relay

2130

Turbocharger

2143

Charge Inter-Cooler

2164

Over Run Cut-off Valve

2168

Pressure Sender

2169

Solenoid Shut-off Valve

2329

Diesel Injection Pump

2340

1 Injector with Lift Sensor

2359

Diesel Air Mass Meter

2360

Diesel ECM

2425

Air Cleaner Housing

2426

Intake Air Temp. Sensor

2433

Switching Valve

2438

Heated Air Duct

2440

Injectors

2441

Fuel Distributor

2442

Throttle Body

2444

Throttle Position

2445

Air Flow Sensor

2447

Intake Manifold

2458

Fuel Pressure Regulator

2460

Cold Start Valve/Injector

2461

Throttle Position Sensor

2462

Engine Coolant Temp. Sensor

2468

Oxygen Sensor Relay

2469

Pre-Oxygen Sensor

2470

Electronic Control Module

2473

Post Oxygen Sensor

2481

Idle Air Control Valve

2510

Heated Oxygen Sensor

2511

Engine Control Module

2513

Differential Pressure Reg.

2514

VAF Sensor Position Sensor

2519

Engine Coolant Temperature Sensor

2525

Air Cleaner Housing

2527

Intake Air Duct

2540

Fuel Injectors

2544

Throttle Body

2548

Cold Start Valve/Injector

2555

Fuel Pressure Regulator

2560

Fuel Distributor

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

PZEV/AT-PZEV CALIFORNIA EMISSIONS WARRANTIES

15 YEARS/150,000 MILES, WHICHEVER OCCURS FIRST

Service Number* Component

2562

Volume Air Flow Sensor

2567

Vacuum Amplifier

2568

Idle Air Control Valve

2574

Throttle Position Switch/Sensor

2580

Intake Manifold

2588

Idle Air Control Valve System

2604

CO Content Pipe

2610

Exhaust Manifold

2617

Exhaust Pipe (Manifold to Catalyst)

2639

EGR Valve

2640

Secondary Air Injection Shut-Off Check Valve

2641

EGR Vacuum Hoses

2642

EGR Temperature Sensor

2644

Solenoid Valve

2654

Thermal Vacuum Valve

2655

Secondary Air Injection Relay

2665

Secondary Air Injection Pump

2666

Pressure Hose

2668

Anti-Backfire Valve

2670

Pre-catalytic Converter

2672

Three-Way Catalytic Converter Temperature Sensor

2673

Three-Way Catalytic Converter

2817

Ignition Coil Power Output Stage

2820

Ignition Coil (Tri-Coil Pack)

2823

Ignition System Control Module

2830

Distributor Assembly

2832

Distributor Cap

2834

Distributor Rotor

2839

Vehicle Speed Sensors (Camshaft Position Sensor)

2853

Spark Plug Wires

2855

Coil Wire

2870

Spark Plugs

2872

Knock Sensors

2873

Crankshaft Position Sensor

2884

Glow Plug

2885

Glow Plug Relay

3707

Park Neutral Switch

3730

Transmission Control Module

9009

Speed Sensor

9025

Instrument Cluster

N/A

MIL Lamp

*Service Numbers are subject to change. Refer to ElsaPro for the most

current Service Number for each listed component.

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Policy Application from A to Z | Exported and Imported Vehicles Page 123

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

MISCELLANEOUS COMPONENTS (EMISSIONS-RELATED)

Emissions-related hoses, clamps, belts, pulleys, tubes, fittings, sealing devices, and mounting

hardware are covered if they are used on one of the above components. For example, items such as

defective gaskets would be covered, i.e. Exhaust Manifold Gasket (2609).



The duration of the warranty on any miscellaneous component is equal to the duration of the

warranty on the component it is used on.

3.24 EXPORTED AND IMPORTED VEHICLES

3.24.1 EXPORTED VEHICLES/WARRANTY OUTSIDE OF THE UNITED STATES

If a United States Volkswagen vehicle is brought to an authorized Volkswagen dealer outside the

United States, including its territories, all United States warranties will not apply. Defects in material or

workmanship will be corrected only under the terms of the warranty for new Volkswagen vehicles in

effect in that country (except Canada).

VWoA is provided with VINs by the U.S. Department of Commerce for vehicles that are exported to

other countries. When this information is received, the Volkswagen Vehicle Data File is coded to

STOP the processing of all warranty claims or campaigns.

ElsaPro contains information that identifies the vehicle with a STATUS CODE "E" / Exported Vehicle.

Exported vehicles do not have warranties covered by VWoA.

NITED STATES VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING IN CANADA

If a United States Volkswagen vehicle requires warranty repairs while travelling in Canada, the repair

should be performed by an authorized Volkswagen dealer. If the vehicle is within the United States

warranty, Canadian dealers can submit a warranty claim. As of MY09, proof of United States

residence is required. If the Canadian dealer cannot submit the 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 claim on their behalf and obtain

reimbursement for them.

ANADIAN VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING IN THE UNITED STATES

If a Canadian Volkswagen vehicle requires warranty repairs while travelling in the United States, the

repair should be performed by an authorized Volkswagen dealer. If the vehicle is within the Canadian

warranty, United States dealers can submit a warranty claim. As of MY09, proof of Canadian

r0esidence is required. If the United States dealer cannot submit the 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 claim on their behalf and obtain

reimbursement for them.

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Policy Application from A to Z | Glass Page 124

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

UNITED STATES VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING OUTSIDE THE UNITED

STATES OR CANADA



Should warranty repairs be necessary while an owner is temporarily traveling abroad, and the

repairs are covered under VWoA warranties, but not under the warranties offered in the country

the owner is visiting, payment for the repairs may be required of the owner.



Signed repair orders and/or bills covering the repair may be submitted to Volkswagen Customer

CARE for review of possible reimbursement after the warranted repair is completed, or to the

Dealership upon returning to the United States.

3.24.2 IMPORTED VEHICLES WITHOUT UNITED STATES SPECIFICATIONS

Vehicles without United States specifications that are sold in foreign countries and imported to the

United States will be covered under the terms of the warranties provided by Volkswagen for the

country that the vehicle was originally specified for (except Canada). VWoA is not the warrantor of

those products. As a courtesy, VWoA will process warranty claims submitted by its dealers who

perform the warranty service. The dealer must contact Volkswagen Warranty prior to performing any

repairs. Volkswagen Warranty will determine warranty eligibility and coverage based upon the

vehicle's country of origin, model year, and current mileage/km. Warranty claims will be processed

manually by Volkswagen Warranty.

Mail the request for reimbursement and the following documents to Volkswagen Warranty.



Copy of the warranty voucher from the Warranty and Maintenance booklet with VIN, name, and

address of the vehicle owner.



Original repair order /sublet bill



Technician's punch time from back of the hard copy of the repair order



Import documents

Cost for eligible claims will be reimbursed to the dealer by electronic funds transfer (EFT). Parts are

subject to submission request and should be retained until the claim has paid.

3.25 GLASS

Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process

in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).

Glass is covered under the NVLW for manufacturing defects only. Stone chips in the glass are not

covered.

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Policy Application from A to Z | Headphones, Unwired (Routan) Page 125

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.26 HEADPHONES, UNWIRED (ROUTAN)

Routan unwired headphones are not covered under the NVLW. Unwired headphones are warranted

by their respective headphones manufacturer.

3.27 LEMON LAW – STATE LEMON LAW HEARINGS AND ARBITRATION

HEARINGS

FOM/TECHNICIAN HELPLINE INVOLVEMENT



If a customer has been in twice for the same repair or has 2 days down time, please inform your

FOM AND the Technician Helpline promptly.



Failure to inform your FOM and the Technician Helpline could result in a warranty review and

possible dealer charge-back for warranty claims or repurchase/replacement. Please review this

procedure with your FOM.

EPAIR ORDERS



Write "Car is operating according to manufacturer's specifications" when addressing a service

issue where the complaint cannot be duplicated.

−

Do not write "Could not duplicate problem" on the R.O. because that statement may

inaccurately suggest that a problem actually does exist.



If parts are changed when unable to duplicate, the R.O. should state: "Even though we could find

no problem with alternator (or whatever part applies), we replaced for diagnostic purposes."



R.O.'s must state the components tested and the tests performed on the vehicle.



Use actual in date/out date on R.O.'s. Do not use the invoice date. Using the actual in date/out

date ensures accuracy in tracking days down under the Lemon Law.

EARINGS



Upon request, Service Managers/Service Directors must be present at hearings. Arbitrators want

to hear from the person who repaired the car.



Preparation for hearings is important for Service Managers/Service Directors. Questions to

Service Managers/Service Directors should be answered in a clear and concise manner.



Service Manager/Service Director should not state that problem "could not be duplicated." This

statement may inaccurately suggest that a problem does exist. Service Manager/Service Director

should be confident and confirm his technical expertise and background.



Statements in cases involving customer abuse or modification cases must be direct and to the

point.



Dealers should not give customers letters making statements about vehicle repairs.

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Policy Application from A to Z | Loaner Vehicles Page 126

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.28 LOANER VEHICLES

VW CUSTOMER MOBILITY PROGRAM LOANER VEHICLE POLICY - EFFECTIVE JANUARY 13, 2016 RECEPTION

DATE

Dealers enrolled in the VW Customer Mobility Program (VWCMP) are eligible to receive up to a

maximum of $35 per day loaner expense reimbursement for the number of days necessary to

complete the repair when customers are provided loaner vehicles on "qualifying repairs" (defined

below).

Vehicles Eligible for Reimbursement



All active VWCMP vehicles



If a VWCMP vehicle is not available AND the Dealer is at or above their VWoA defined maximum

fleet then a Volkswagen branded vehicle obtained from a daily rental agency is eligible

UALIFYING COVERAGE

Qualifying coverage is defined as a repair within the terms of one of the following:



New Vehicle Limited Warranty (including paint)



Powertrain Limited Warranty



A Volkswagen Limited Extension Warranty that extends the New Vehicle Limited Warranty (claim

type 110) or the Powertrain Limited Warranty (claim type 1PT)



A Campaign service (Recall, Service Action, Customer Satisfaction Campaign) or Update

Exclusion

Loaner vehicles are NOT eligible for reimbursement if provided during the Limited Warranty

Against Corrosion Perforation, Emissions Warranties, Volkswagen Parts and Accessories

Warranty, Scheduled Maintenance Services, a Volkswagen Limited Extension Warranty that

extends a warranty other than the New Vehicle Limited Warranty or Powertrain Limited Warranty

(for example an Emissions warranty extension)

UALIFYING REPAIR DEFINITION

A qualifying repair is defined as one of the following occurrences:



A Qualifying Coverage (see paragraph above) repair that requires 3.0 hours or more of labor per

repair order (total of eligible claim lines)



A breakdown renders the vehicle inoperative or unsafe and occurred at a time which did not allow

the dealer to schedule the repair for completion that same day



The repair cannot be completed on the same day because a part needed is not in dealer

inventory. This applies only in those cases where parts are:

−

On Emergency Order or RED Order. In cases where the PDC cancels a RED Order due

to the fact that a part in transit would arrive quicker than if the part was placed on Red

Order, supporting documentation such as screen print sustaining the RED Order

cancellation will serve as acceptable documentation.

−

A Volkswagen back-order part to its Dealers



The vehicle was towed to the dealership due to the failure of a component covered by a qualified

warranty including situations where the warranty repair or replacement can be completed the

same day

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Policy Application from A to Z | Maintenance Page 127

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

Exclusion

Rental Fleet, Driver Education, and vehicles in dealer and VWoA service are NOT eligible

Important: For Puerto Rico dealers, loaner vehicles may be provided to customers in accordance

with the laws applicable in the Commonwealth of Puerto Rico.

OCUMENTATION

The dealer must retain all required documentation to justify a loaner vehicle, including, but not limited

to, the following:



A copy of the loaner agreement with the customer. The following is the minimum information to be

recorded:

−

Volkswagen loaner vehicle model year, model, and VIN

−

Date and time in and out

−

Total number of days of loaner reimbursement requested

−

Repair order number

−

Customer name, address and signature



The on/off punch time(s) of eligible repair(s) and the open-close date of the repair order must

correspond to the amount of days for which the loaner is claimed



The VIN of the VWCMP vehicle or the VW rental that has been provided to the customer must be

entered in the first 17 characters of the “Comment” field in the SAGA claim

LAIM PROCESSING

A new claim line is to be added to the repair order for the loaner vehicle reimbursement

3.29 MAINTENANCE

3.29.1 GENERAL

Customer requests for warranty assistance may not be denied because of a missing Warranty and

Maintenance booklet. A replacement booklet should be obtained and provided to the owner.

Warranty coverage does not apply to malfunctions resulting from improper or inadequate

maintenance.

AINTENANCE PERFORMED BY OTHER THAN AUTHORIZED VOLKSWAGEN DEALERS

A record must be kept, along with dated bills, of all maintenance performed as proof that the

maintenance was performed when required.

Volkswagen will not reimburse owners for No Charge Scheduled Maintenance services that were not

performed by an authorized Volkswagen dealer.

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Policy Application from A to Z | Maintenance Page 128

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.29.2 VOLKSWAGEN CAREFREE MAINTENANCE PROGRAM

THE CAREFREE MAINTENANCE PROGRAM APPLIES EXCLUSIVELY TO 2009 - 2015 MODEL

YEAR VEHICLES

For model year 2015 an administrative fee does not apply.

For model years 2009 – 2014 an administrative fee to the Dealership associated with each

manufacturer required scheduled maintenance interval claim will be charged to the Dealership's Parts

Account as follows:

– For all vehicles except Routan: $21.00

– Routan: $10.50

Refer to ElsaPro for current labor operations and Suggested Repair Times (SRT).

ODEL YEAR 2015 VEHICLES



Coverage includes the manufacturer's required scheduled maintenance services listed in the

maintenance section of the Warranty and Maintenance booklet for:

– 15 months or 15,000 miles, whichever occurs first, from the vehicle's in-service date for

all vehicles

MODEL YEAR 2014 VEHICLES



Coverage includes the manufacturer's required scheduled maintenance services listed in the

maintenance section of the Warranty and Maintenance booklet for:

– 27 months or 25,000 miles, whichever occurs first, from the vehicle's in-service date for

all vehicles except Routan

– Model Year 2014 Routan vehicles are not eligible for Carefree Maintenance

MODEL YEAR 2013 VEHICLES



Coverage includes the manufacturer's required scheduled maintenance services listed in the

maintenance section of the Warranty and Maintenance booklet for:

– 39 months or 36,000 miles, whichever occurs first, from the vehicle's in-service date for

all vehicles except Routan

– Model Year 2013 Routan vehicles are not eligible for Carefree Maintenance

MODEL YEAR 2009 – 2012 VEHICLES



Coverage includes the manufacturer's required scheduled maintenance services listed in the

maintenance section of the Warranty and Maintenance booklet for:

– 39 months or 36,000 miles, whichever occurs first, from the vehicle's in-service date for

all vehicles except Routan

– 3 years or 36,000 miles, whichever occurs first, from the vehicle's in-service date for

Routan

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Policy Application from A to Z | Maintenance Page 129

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

CAREFREE MAINTENANCE PROGRAM ELIGIBILITY VERIFICATION

Carefree Maintenance Program eligibility must be verified by reviewing the maintenance section of the

Warranty and Maintenance booklet, the vehicle's Service History in ElsaPro, and that the model and

model year of the vehicle is eligible for Carefree Maintenance.

AREFREE MAINTENANCE PROGRAM MANUFACTURER REQUIRED SCHEDULED MAINTENANCE INTERVALS

Refer to the latest maintenance schedule information on ElsaPro/ServiceNet under Owner's Manual

and Maintenance for maintenance/lubrication interval details.

ISSED MAINTENANCE SERVICES

Volkswagen recommends that the customer have maintenance services performed at the scheduled

time or mileage, however, if a maintenance service is missed, it need not be "picked up" later. Instead,

Volkswagen dealers should perform the most appropriate service upon considering the vehicle's age

and mileage driven. Reimbursement for the missed service will not be provided.

EALER REQUIREMENT TO STAMP THE MAINTENANCE SECTION OF THE WARRANTY AND MAINTENANCE

BOOKLET

It is the servicing dealer's responsibility to stamp the maintenance section of the Warranty and

Maintenance booklet in the correct place once the maintenance service is completed. Carefree

Maintenance Program services will be paid by Volkswagen one time only; disputes between dealers

must be settled between the two service departments involved.



Failure to stamp the booklet may result in non-payment of a Carefree Maintenance Program

service, as any maintenance service performed twice will have to be discussed and resolved

between the two dealerships involved. After the matter is resolved, the erring dealer should

contact Volkswagen Warranty, in writing, so appropriate corrections can be performed. If the

customer has lost the booklet, it is the dealer's responsibility to provide a new booklet and bring it

up to date with any completed services. The service performed may not be entered into the SAGA

system until the book is stamped.

AREFREE MAINTENANCE PROGRAM CLAIM TYPE AND DOCUMENTATION

Carefree Maintenance Program claims are subject to the same documentation and retention

requirements as warranty claims. Maintenance claims that are not properly documented and retained

will be subject to debit.



Carefree Maintenance Claim Type: 1MA

HERE TO GO FOR CAREFREE MAINTENANCE PROGRAM SERVICE

Carefree Maintenance Program service can be honored by any authorized Volkswagen dealer in the

United States (including its territories).

For owners traveling in Canada, Carefree Maintenance Program service should be performed by an

authorized Volkswagen dealer. If the vehicle is eligible for Carefree Maintenance Program service,

Canadian dealers can submit a maintenance claim. As of MY09, proof of United States residence is

required. If the Canadian dealer cannot submit a maintenance claim, the owner may be asked to pay

for the repair. Upon the customer's return to the United States, the customer may present their invoice

to a United States Volkswagen dealer, who should submit a claim on their behalf and obtain

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Policy Application from A to Z | Maintenance Page 130

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

reimbursement for them. Volkswagen will only reimburse owners for maintenance service performed

by an authorized Volkswagen dealer.

If a Volkswagen vehicle is brought to an authorized Volkswagen dealer outside the United States

(including its territories), the Carefree Maintenance Program does not apply [except for owners

traveling in Canada as explained in this section].

OTAL LOSS VEHICLES

Carefree Maintenance Program service is not applicable on total loss vehicles.

THER TERMS

The Volkswagen Carefree Maintenance Program is a program providing for scheduled maintenance at

no additional cost to the customer, and is not part of the vehicle’s Volkswagen New Vehicle Limited

Warranty.

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

3.29.3.1 CAREFREE MAINTENANCE COVERAGE FOR INTERIM OIL CHANGES FOR 2009 – 2015 MY

VOLKSWAGEN TDI

ENGINE VEHICLES (WITH ENGINE CODES CATA, CBEA, CJAA, CKRA, OR

CNRB) REGISTERED IN THE STATES OF ILLINOIS AND MINNESOTA ONLY

IMPORTANT!

Due to Illinois state tax incentives for biofuels and Minnesota state regulations regarding biofuels,

biodiesel blends of B5 or less may not be available in Illinois and Minnesota. Volkswagen will continue

to honor the terms and conditions of Volkswagen Limited Warranties that came with these vehicles.

Biodiesel blends (up to B20) may be used in 2009 – 2015 MY Volkswagen TDI

engine vehicles (with

engine codes CATA, CBEA, CJAA, CKRA, or CNRB) registered in the States of Illinois and Minnesota.

Biodiesel can attract water and also deteriorate with age. Small amounts of biodiesel can get into the

engine oil, but unlike petroleum diesel, it does not evaporate over time. This can cause the oil level in

the engine to rise and can affect the quality of the oil.

Customers are being advised to routinely check the engine oil level. A good time to do this is when the

customer refuels, especially if the customer regularly does a lot of short distance or stop-and-go

driving. This will help the customer see if the engine oil level is getting higher. (A rising oil level beyond

the maximum indicator means an oil change is needed due to the dilution of the oil in the system; a

potential characteristic of biodiesel use.) Customers’ should see the Owner’s Manual for additional

information on checking the engine oil level in their vehicle.

If a customer ever notices that the engine oil level has risen or is above the maximum indicator, the

customer should contact an authorized Volkswagen dealer or Volkswagen Customer CARE to

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Policy Application from A to Z | Main Wiring Harness Page 131

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

schedule an oil change – regardless of the time or mileage that has elapsed since the vehicle last had

an oil change performed.

IMPORTANT!

If the oil level is getting higher due to biodiesel fuel use, the oil change will be covered under Carefree

Maintenance even if the vehicle has not yet reached the official oil change interval (as specified in the

maintenance booklet) – provided that the vehicle is within the time/mileage limits of the Volkswagen

Carefree Maintenance Program.

Customers should continue to follow the oil change intervals found in the maintenance booklet that

came with the vehicle, and only use engine oil that expressly complies with Volkswagen quality

standard VW 507 00.

Customers should refuel only at trusted, commercial fueling stations that are located near main

highways. These stations are more likely to have “fresh” biodiesel fuels that have not aged

significantly.

When the vehicle will be in storage (or not driven) for several weeks or months, Volkswagen

recommends that the customer completely fill the fuel tank. If possible, fill the tank with Ultra Low

Sulfur Diesel fuel (ASTM D975 standard Grade No. 2 D S15).

EHICLE ELIGIBILITY

To substantiate that an Illinois-registered or Minnesota-registered 2009 – 2015 MY Volkswagen TDI

engine vehicle (with engine code CATA, CBEA, CJAA, CKRA, or CNRB) is eligible for interim oil

change coverage under Carefree Maintenance, attach a copy of the Illinois or Minnesota vehicle

registration to the repair order.

SAGA

WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting claims for a subject

vehicle requiring an interim oil change under Carefree Maintenance due to the dilution of the oil in the

system (a potential characteristic of biodiesel use).



Claim Type: 1MA



Service Number: 0305

3.30 MAIN WIRING HARNESS

Main wiring harness replacements require review and approval by the Dealer Technician's Helpline.

The VTA case number must be included in the Comments field of the warranty claim.

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Policy Application from A to Z | Mediation/Arbitration Programs/Special Extensions Page 132

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.31 MEDIATION/ARBITRATION PROGRAMS/SPECIAL EXTENSIONS

UNITED STATES BBB MEDIATION/ARBITRATION PROGRAM

The BBB AUTO LINE program offers two approaches to dispute resolution:

Mediation is a process by which an impartial person employed by the BBB makes recommendations to

the parties for a satisfactory resolution. Customers do not have to participate in mediation if they would

rather proceed immediately to arbitration.

Arbitration is the process by which an impartial person makes a decision on the customer's complaint.

The arbitrators are not connected with the automobile industry and serve on a voluntary basis.

Customers wishing to utilize the mediation and arbitration services offered (free of charge to the

customer) by BBB AUTO LINE should call 1-800-955-5100.

SPECIAL EXTENSIONS

In individual cases, VWoA may provide a retail customer with a letter granting a warranty extension

beyond the normal limitations. The letter assigning an extension number will be issued by the

Volkswagen Customer CARE Center.

When the dealership submits a warranty claim for a vehicle covered by a warranty extension it must:



Enter the extension number in the Comments section of the claim.



Use claim type 210 and receive authorization as usual (or be a current self-authorizing

dealership).

3.32 MUFFLERS – VOLKSWAGEN LIMITED LIFETIME WARRANTY

3.32.1 LIMITED LIFETIME WARRANTY FOR VOLKSWAGEN REPLACEMENT

MUFFLERS, SHOCK ABSORBERS, STRUTS AND STRUT INSERTS

LIMITED LIFETIME WARRANTY FOR VOLKSWAGEN REPLACEMENT PARTS

START OF COVERAGE PART COVERED COVERAGE TIME LIMITS

Purchase date of

5/91 or later

Mufflers, shock

absorbers, struts,

strut inserts

Covers part only after 12/12

(no labor). Available for the

original part purchaser.

Unlimited

time/mileage

WHAT IS REQUIRED TO FILE A CLAIM



In order to make a claim under the warranty set forth on the reverse side of the Warranty

Certificate, the claimant must present the properly completed Certificate along with their proof of

purchase (dated invoice or repair order), and proof of current vehicle registration to the original

place of purchase, or to any authorized Volkswagen Dealer in the United States.

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Policy Application from A to Z | Odometer Replacement Page 133

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

CLAIM PROCEDURE



To process a Lifetime Warranty Claim, utilize Parts on Command (not SAGA).



For questions regarding claim submission, refer to your Volkswagen Parts Managers' Handbook,

Claim Section for details.

See 6.9 Replacement Muffler, Shock Absorber, Strut, Strut Insert and 2.3.4 Documentation for Parts

Warranty Claims.

3.33 ODOMETER REPLACEMENT

Federal Regulations allow the replacement speedometer (odometer) to be set to the true vehicle

mileage or to zero miles. If set to zero miles, Federal law requires that a label be affixed to the left B-

pillar (near the Safety Certification Label) of the vehicle specifying:



Actual vehicle mileage before the speedometer replacement. In cases where the odometer has

been inoperative for a period of time, Federal law mandates that the label state "actual mileage

unknown".



Date of the speedometer replacement.

SERVICE

A speedometer replacement label is included with replacement speedometers.



Fill out the label completely and affix to the left B-pillar (near the Safety Certification Label).



Fill out the speedometer replacement section of the vehicle Warranty and Maintenance booklet

completely (including the dealer stamp) for warranty record purposes.

If a label is not included with the replacement speedometer, order labels through your Parts

Distribution Center (PDC) using Part No: W55SPEEDOLABEL (quantity 1 = 50 labels).

CONNECTICUT REGULATIONS

Connecticut is unique in requiring that a replacement speedometer (odometer) must be set to the

actual mileage shown on the odometer at the time of replacement.

ERVICE FOR VEHICLES IN THE STATE OF CONNECTICUT

Dealer must Fax (on dealer letter head) to his facing Parts Distribution Center (PDC): the Dealer

Number, the Part Number, VIN, Customer name, and mileage to be set. Also, state whether the repair

is warranty or non-warranty. The correct mileage will be set prior to shipment of the speedometer to

the dealer. A "RED" order will be placed with Germany or VDO depending on type.



Note: Since speedometers and clusters with mileage are not returnable, care should be taken to

order the correct part number and accurate mileage.

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Policy Application from A to Z | Oil Quality Standards (Engine Oil) Page 134

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.33.1 ALTERED ODOMETER READING

All Volkswagen warranties do not cover repairs on a Volkswagen vehicle on which the odometer has

been altered or on which the actual mileage cannot readily be determined. If the speedometer unit is

replaced, a "Speedometer Replacement Record" must be filled out by an authorized Volkswagen

dealer.

3.34 OIL QUALITY STANDARDS (ENGINE OIL)

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.

3.35 PAINT AND CORROSION REPAIRS

Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process

in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).

Also see: 1.2.5 Limited Warranty Against Corrosion Perforation

PAINT AND CORROSION REPAIRS

NVLW: Paint is covered for manufacturing defects only. Stone chips in the paint (and resultant rust on

the metal), and blemishes due to environmental influences are not covered.

Corrosion is covered for manufacturing defects only. Stone chips in the paint (and resultant rust on the

metal), rust or corrosion due to body panel chafing, and blemishes due to environmental influences

are not covered.

PAINT/CORROSION POLICY REQUIREMENTS



All paint/corrosion repairs must be pre-authorized. Verification of warranty coverage is obtained by

completing the Warranty Repair Acceptance Process on WISE (in the Operations section) with the

following exceptions:

−

Paint/corrosion issues addressed through an applicable technical bulletin, or

−

Paint/corrosion repairs under 50 time units



WISE requests for verification received after repair completion will not be accepted.



WISE requests for verification must contain the required digital images in order to be accepted.



Additional damage found during the repair requires re-authorization by submitting an amended

request on WISE.

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Policy Application from A to Z | Paint and Corrosion Repairs Page 135

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



All paint/corrosion repairs must be undertaken no later than 60 days after authorization.



Each component repaired must be claimed on a separate claim line (for example, the hood and

hatch must be claimed separately even if repaired at the same time).



Paint/corrosion repairs must be claimed as a sublet repair.



Failure to provide any/all of the required digital images and/or documents may result in denial of

the warranty claim when submitted.

LAIM DOCUMENTATION REQUIREMENTS SPECIFIC TO PAINT/CORROSION REPAIRS

The following items are mandatory warranty claim documentation requirements for all paint/corrosion

claims.



A complete and detailed repair estimate, including part numbers for all parts being replaced. The

estimate must be emailed to paintcamp@vw.com or faxed to 248-754-6501.



Digital images, with the following specifications: (Vehicle must be clean and dry for all digital

images).

−

Clear digital images of the affected area(s)

Digital images of the affected area should be captured in a 3-stage setting as shown in red above.

−

Clear digital image of the VIN plate (from the base of the windshield)



After receiving the notification from the Warranty Repair Acceptance process on WISE that the

repair is “Accepted” as warrantable, the dealer must email the body shop estimate to

paintcamp@vw.com. Within 2 business days from receipt of the documentation, Volkswagen

Warranty will provide a response to the dealer, containing the description of verified work, labor

operations to claim in SAGA/2 and the approved claim amounts for the repair.



Once the repair is completed, submit the SAGA/2 claim and send the final repair order and body

shop invoice to paintcamp@vw.com.

AINT DAMAGE INFORMATION



Claim Type: 150 or 950 (Before delivery)



Service Number: Appropriate code for part being painted

VIN Plate

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Policy Application from A to Z | Parts – Damaged Parts Page 136

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16



Damage Code: Describe the type of defect. The range of these codes is 0067 through 0087



Damage Location: Appropriate location for Service Number



Removed Part: Same as damage location



Outside Labor Operation:

See SAGA – Outside Labor Operations document on WISE under Resource Center > Claim Input

Assistance > Claim Coding Assistance.

ORROSION DAMAGE INFORMATION



Claim Type: Use claim type 160 for claims within the NVLW period as well as for claims outside

the NVLW period



Service Number: Appropriate code for body panel repaired



Damage Code: 0003



Damage Location: Appropriate location for Service Number



Removed Part: Same as damage location



Mark "labor" as causal

See SAGA – Outside Labor Operations document on WISE under Resource Center > Claim Input

Assistance > Claim Coding Assistance.

DDITIONAL RESOURCES



Paint & Corrosion Guidelines & Claim Coding Manual available in the WISE Resource Center

under Dealer Processes & Guides > Paint/Corrosion



Paint and Corrosion Repair Claim Requirements Checklist, available in the WISE Resource

Center under Forms > Paint/Corrosion



Warranty Coaching Sessions are also available to support dealer personnel; contact the Warranty

Helpline to schedule a session (located in vwhub.com > VW Websource)

3.36 PARTS – DAMAGED PARTS

CLAIMS FOR PARTS FOUND TO BE DAMAGED BEFORE INSTALLATION OR SALE OVER-THE-COUNTER



Parts and accessories damaged (not defective) before installation or sale over-the-counter, are

not to be submitted under warranty, rather, they are to be processed through the established

Facing Parts Distribution Center (PDC) claim procedure system for return or claimed with

delivering carriers at time of receiving. Damage is anything caused by outside influence and other

than a manufacturing defect. For example, damaged seals, gaskets, wheels, windshields, dented

sheet metal on hoods, fenders or doors and broken headlight glass that was damaged and

received from any of the Parts Distribution Centers. It is the dealer's responsibility to inspect all

components for damage prior to installation or sale to a customer. Refer to the Parts Managers'

Handbook, Claim Section for details.



Parts which are damaged in inventory are not a warranty matter.



If a component mating surface is found to be warped, scratched, eroded, pitted, etc., do not install

a seal or gasket without addressing the defective part. If the mating surface can be repaired

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Policy Application from A to Z | Parts – Genuine Parts Page 137

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

economically while ensuring that the repaired part is within factory specifications, perform the

repair to resolve the complaint/failure to insure that it is fixed right the first time. The Dealer must

insure that parts in Dealer stock are protected against damage.



As a general rule, any part with visible damage (not a defect), such as a tooth chipped from a gear

or a cracked tail light lens, etc., should be processed through the established Facing PDC claim

procedure system for return or claimed with delivering carriers at time of receiving. Refer to the

Parts Managers' Handbook, Claim Section for details.



Under no circumstance should a warranty claim be processed to obtain reimbursement for a

visibly damaged or incorrectly shipped part. Contact your Facing PDC if you have questions

regarding damaged parts.



Any wrongly picked, labeled, or packaged parts are processed through the established Facing

PDC claim procedure system for return. Refer to the Parts Managers' Handbook, Claim Section

for details.



Parts incomplete or incorrect in a kit, e.g., two left brake pads instead of a right and a left, should

be processed through the established Facing PDC claim procedure system for return. Refer to the

Parts Managers' Handbook, Claim Section for details.



When a Dealer receives the incorrect part from Volkswagen, the part should be processed

through the established Facing PDC claim procedure system for return. Refer to the Parts

Managers' Handbook, Claim Section for details.



Volkswagen Boutique or gift items (such as watches, pens, shirts, sweaters, remote control toys,

etc.) are not warranty matters to be processed via the SAGA system, and must be handled by the

supplier. Some exceptions such as remote control toys, pens, etc. that are ordered and invoiced

through your Facing PDC can be processed through your Facing PDC. When in doubt, contact

your Facing PDC.



Special tools are not considered a warranty matter. Please direct inquiries to Equipment Solutions

by calling 800-892-9650.

LAIMS FOR PARTS FOUND TO BE DEFECTIVE

Sold over-the-counter parts that are determined to be defective from the manufacturer should be

submitted as a 131 claim type in the SAGA system. Example: Parts that are blemished or headlights

where the electrically welded seam prematurely fails causing the lens to break away from the housing.

Dealer installed parts that subsequently fail should be submitted through the SAGA system as a 110

claim type if the vehicle is within the NVLW or 121 claim type if the vehicle is outside the NVLW

period.

3.37 PARTS – GENUINE PARTS

GENUINE VOLKSWAGEN PARTS FOR WARRANTY REPAIRS

Genuine Volkswagen parts are new or factory remanufactured replacement parts, accessories, and

optional equipment for use in the service or repair of Volkswagen vehicles if such parts, accessories

and optional equipment are supplied by and purchased from VWoA.

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Policy Application from A to Z | Parts – Genuine Parts Page 138

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

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.

ISCLOSURE

In the event that non-genuine parts are used for warranty repairs, disclosure must be made to the

customer that Volkswagen's Limited Warranty for New Vehicles and Volkswagen's Limited Warranty

for Parts and Accessories do not apply to the parts installed as part of the warranty repair. This could

be accomplished by the use of a stamp or a handwritten notation on the customer's repair order, such

as: "Non-genuine parts not warranted by VWoA" or "Non-genuine parts and labor warranted by

Dealer for __________ months or ___________ miles. Required parts are not in the Volkswagen of

America, Inc. parts program. The Volkswagen Dealer Agreement provides that dealers will use their

best efforts to promote the sale of Genuine Volkswagen Parts.

OLKSWAGEN DEALER AGREEMENT

The Volkswagen Dealer Agreement provides that dealers may not sell any parts which are not

equivalent in quality and design to genuine Volkswagen parts if the parts are necessary to the

mechanical operation of Volkswagen automobiles.

The Volkswagen Dealer Agreement also provides that Volkswagen dealers will not represent to their

customer as genuine Volkswagen parts any parts which are not new or factory remanufactured

genuine Volkswagen parts.

To the extent that Volkswagen owners have the expectation that genuine Volkswagen parts have been

used in the repair of their automobile and non-genuine parts have in fact been used, the Volkswagen

Dealer Agreement provides that the customer be advised of that fact.

EMANUFACTURED PARTS USE

The use of new or factory remanufactured parts for warranty repairs is mandatory. Dealers must use

factory remanufactured parts within 6 months after introduction of the remanufactured part by the

VWoA Parts Division.

EW PARTS

Repairs performed on vehicles prior to being placed in-service must be completed utilizing new parts.

Remanufactured parts may not be used on such vehicles.



New parts can be special ordered as needed.



The comments section of the warranty claim must indicate the use of a new part, i.e. new vehicle

in stock - replaced with new part number.

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Policy Application from A to Z | Parts – Ordering Page 139

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.38 PARTS – ORDERING

DAILY ORDERS

When a warranty repair cannot be scheduled or completed because a needed part is not in dealer

inventory, the part must be ordered as expeditiously as possible.

If parts for warranty repairs are not in Dealer inventory and the vehicle is inoperative or not safe to

drive or a delay in repairs will bring the vehicle outside the warranty limit, the following parts ordering

"roadmap" must be implemented by the dealer parts department.

Do you have the part in

stock?

Does your primary

PDC have the part?

Customer

needs a part

Sell part to customer

Is it critical to get the part

soon?

Include part

in weekly

order

Place a daily or

emergency

order

Do area dealerships

have the part?

Go get

the part

Is the part found in the

National Referral

Program?

Is it critical to get the part

soon?

Place a daily

or weekly

order

Place an

emergency

order

Is it critical to get the

part soon?

Place a

RED

order

Leave part on

backorder

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Policy Application from A to Z | Parts – Replace-Only Components Page 140

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

DOCUMENTATION OF DAILY ORDERS

To support warranty claims involving repairs on back order (extension of warranty time limits, loaner

vehicle charges, or use of new parts in lieu of remanufactured parts) a number of documents must be

retained and made available upon request.



Local Special Order form (if used)



Packing slip



Any document supporting back order



Print of Screen supplying sales documentation number

Parts needed for warranty repairs which are available from any PDC and are ordered via daily order

will be shipped freight prepaid.

ED ORDERS

A Red Order (Requested Express Delivery), is the highest priority of all orders. A RED order is

processed immediately from the fastest source available and shipped direct to the ordering dealer.

Typically this order is used when a dealership has a "Car Down" situation and a stock check indicates

no stock is available. RED orders are especially important if Volkswagen is paying for a daily rental.

Red Orders can be placed in Parts On Command to the dealer's primary PDC. Before placing a RED

order, it is recommended to check for any stock of the part with other dealerships in the area via Parts

Voice. In cases where the PDC cancels a Red Order due to the fact that a part in transit would arrive

quicker than if the part was placed on Red Order, supporting documentation such as a screen print

substantiating the RED Order cancellation will serve as acceptable documentation if the situation

qualifies for a daily rental.

3.39 PARTS – REPLACE-ONLY COMPONENTS

If replaced under any Volkswagen warranty the components listed in table Replace-Only Components

must be replaced rather than repaired. After warranty expiration, repairs to these components may be

performed at the customer's discretion.



Note: Deployed airbags must never be repaired but replaced with a new replacement airbag that

has the same specifications as the originally installed airbag. Volkswagen will not accept liability

for consequential damage resulting from repaired airbags.

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Policy Application from A to Z | Pick-Up and Delivery Service for Touareg Page 141

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

REPLACE-ONLY COMPONENTS

A/C Compressor Clutch Master Cylinder

Air Bags Clutch Slave Cylinder

Alternator Diesel Injection Pump

Brake Caliper ECM/TCM

Brake Drum Flywheel

Brake Master Cylinder Power Steering Pumps

Brake Wheel Cylinder Power Steering Rack

Certain Instrument Clusters Starter Motor

Turbo

Genuine VWoA remanufactured parts must always be used when available*. Machining of parts (i.e.

cylinder heads) is not allowed under warranty unless instructed to do so by Product Support.

*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.

3.40 PICK-UP AND DELIVERY SERVICE FOR TOUAREG

Effective as of repair date January 1, 2013, Touareg Pick-up and Delivery Service benefits are

available to MY 2011 – 2017 Touareg owners while their vehicle is within 3 years or 36,000 miles,

whichever occurs first, of the vehicle's original in-service date. In order to provide a personalized,

premium ownership experience, Touareg Pick-up and Delivery Service for customer vehicles should

be considered any time a Touareg appointment is scheduled for a repair or maintenance service

(including customer-pay) at a Volkswagen Dealership.

Dealer Reimbursement Rates for Touareg Pick-up and Delivery Service for a Customer Vehicle

The maximum amount claimable for Touareg Pick-up and Delivery Service for a customer vehicle is

$20 per repair visit.



Pick-up $10



Delivery $10

3.41 PRODUCTIVITY – REPAIR SHOP

Measuring productivity is a method of determining how available time is being utilized in the Service

Department repair shop. Low productivity means that “Time Control” is lacking and, therefore, may

result in unnecessary losses in parts and labor sales. A well-prepared Service Manager/Service

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Policy Application from A to Z | Repair Versus Replace Page 142

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

Director utilizing the time control process outlined here has a better opportunity to continuously

monitor and increase the Service Department’s productivity. A good benchmark for productivity is

between 90% and 95%.

To accurately calculate your shop’s productivity, all technicians must punch “on” at the start of the day

and punch “off” when finished with work for the day. The same process of punching “on” and “off”

applies prior to and after any W-Times (coffee and lunch breaks, performing shop repairs, training or

idle time, etc.), and must also be punched in the required areas on the Daily Time & Payroll Record.

This time is called “Daily Available Time” (time available for work). ERO Dealers can use the same

productivity guidelines noted above.

Productivity is measured by taking the total clocked time for a given time period (a week, 2 weeks, a

month, quarterly, etc.) and dividing the total clocked time by the total available technician time during

the same time period multiplied by 100. Shop Productivity can never surpass 100%, but the higher the

percentage, the more “Daily Available Time” is being sold for services and repairs, resulting in a more

profitable Service Department.

(Total Clocked Time of R.O.

Total Available Time) x 100 = Productivity %

UGGESTED REPAIR TIMES (SRT)

The Suggested Repair Times (SRT’s) in ElsaPro and/or Technical Bulletins are the basis for warranty

labor reimbursement.



Reimbursement of labor for all warranty repairs is based on an approved warranty labor rate.



Warranty labor reimbursement is based on the dealers approved warranty labor rate in effect on

the claimed date of the repair.



All time clocks used for warranty repairs must be in hundredths of an hour.

3.42 REPAIR VERSUS REPLACE

If the parts and/or labor required for a repair exceed 80% of the replacement 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.

For "repair versus replace" requirements for transmissions see section 3.60 Transmission Repair vs.

Replacement.

3.43 RADIO/CD CHANGER

For radio/CD changer replacement guidelines see 3.7 Audio.

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Policy Application from A to Z | Repairs Completed at or Near Warranty Expiration Page 143

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.44 REPAIRS COMPLETED AT OR NEAR WARRANTY EXPIRATION

If a warranty repair is started while a vehicle is in warranty and completed when the warranty has

expired, the repair date at the start of the repair is acceptable for warranty claim submission even if the

vehicle has left the workshop. If the vehicle is still within warranty, use the last punch date of repair on

the R.O. Failure to use the last punch date may result in charge-back unless the vehicle falls out of

warranty, as described above.

3.45 REPURCHASED (REACQUIRED) VEHICLES

Volkswagen attaches a disclosure sticker on the inside of the windshield on all vehicles which have

been returned by the owner to Volkswagen. This sticker may not be removed prior to the time that the

vehicle is sold and delivered to any retail purchaser.

MANUFACTURER REACQUIRED VEHICLE DISCLOSURE STICKER EXAMPLE

MANUFACTURER

REACQUIRED VEHICLE

REACQUIRED IN THE STATE OF:

SPECIAL WARRANTY

This vehicle was reacquired by the Manufacturer.

It is covered by a special 12 month/12,000 mile limited warranty

provided by Volkswagen Group of America, Inc. (VWGoA)

Coverage begins upon retail sale. The Reacquired Vehicle Disclosure Statement,

which must be included in the vehicle paperwork, provides additional information.

This warranty may run concurrent with any original warranty provided by VWGoA.

(Refer to the warranty booklet for information about any warranties in effect for this vehicle.)

• VWGoA requires a signed Reacquired Vehicle Disclosure Statement upon retail sale in all states.

• Individual state laws may also mandate certain disclosure procedures. Dealers are responsible for

complying with any applicable requirements.

• This label is provided in addition to any other disclosure documents that may be required by any

applicable law.

Warranty claims are submitted according to the Warranty Policies and Procedures manual and must

include the "E" number from the Reacquired Vehicle Disclosure Statement (RVDS) in the Comments

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Policy Application from A to Z | Repeat Repairs/Shop Comebacks Page 144

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

section of the claim. If the vehicle is no longer covered by its original warranty, use claim type 210 and

enter 0% in the “labour”, “material”,” outside labour” and “outside material” fields in SAGA.

In the event a claim must be authorized, please contact your FOM/QTM. If a customer presents an

RVDS that does not contain an "E" number, please contact Volkswagen Customer CARE.

3.46 REPEAT REPAIRS/SHOP COMEBACKS

Warranty claims will be charged-back if repeat repairs/shop comebacks are due to technicians

performing improper repairs.

3.47 ROAD TEST LABOR OPERATIONS

The following claim processing guidelines apply for road test labor operations.

ABOR OPERATION 01210002 – ROAD TEST – TU: SEE ELSAPRO



May be utilized when customer complaint has been verified and vehicle components will be

replaced or repaired.

ABOR OPERATION 01210004 – ROAD TEST – TU: SEE ELSAPRO



May be utilized to verify that vehicle has been repaired correctly and customer complaint has been

satisfied.

IMPORTANT



Detailed technician notes explaining the technical rationale for the road test must be made on the

repair order when claiming a road test.



All supporting documentation must be attached to the repair order hard copy.



Any road test labor operation may only be claimed once per repair order, not once for each line.



Diagnosis time associated with a repair for a defect in material and/or workmanship, if necessary,

may be claimed with 01210002 and/or 01210004.

3.48 ROADSIDE ASSISTANCE

Also see 3.59 Towing

The following information is provided to help dealers assist customers should roadside services or

information issues arise.

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Policy Application from A to Z | Safety Belts Page 145

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

ROADSIDE ASSISTANCE COVERAGE PERIOD



MY 2009 – 2017 new vehicles: 3 years or 36,000 miles, whichever occurs first; from the date the

vehicle is delivered to either the original purchaser or 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



WorldAuto Certified Pre-Owned vehicles retailed on or after January 1, 2000: 2 years,

regardless of mileage beginning with the expiration of the original coverage or sale date of the

Certified Pre-Owned vehicle, whichever is greater.

ROADSIDE ASSISTANCE FOR MY 2009 – 2017

Telephone number 1-800-411-6688

Towing claims paid by Warranty No



Roadside Assistance must be contacted for all roadside issues



Refer to the applicable 24-Hour Roadside Assistance Owner's Guide for

specific details on the services provided

3.49 SAFETY BELTS

Coverage NVLW and Kansas Seat Belt Warranty: Safety belts are covered for defects in material or

workmanship by the NVLW. Safety belts of vehicles first sold or registered in Kansas and safety belts

sold and installed in vehicles registered in Kansas after July 1, 1986 are covered for defects in

material and workmanship for 10 years/unlimited mileage, beginning with the in-service date.

Use claim type 110 for repairs/replacements within the NVLW. Use claim type 210 for

repairs/replacements outside of the NVLW but within the 10-year warranty period of the Kansas Seat

Belt Warranty.

Exclusions include but are not limited to:



Damage or failure due to misuse, alteration, accident or collision damage



Color fading, spotting or other cosmetic items when the safety belt is otherwise functioning

properly



See also conditions listed in section 1.4 General Exclusions from Coverage.

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Policy Application from A to Z | Service Xpress (VW Brand Approved) Page 146

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.50 SERVICE XPRESS (VW BRAND APPROVED)

This section contains important information regarding warranty policy exemptions for VW Brand-

approved Service Xpress operations maintained by some Volkswagen Dealers. These policy

exemptions are only applicable for express service operations at VW Dealers that fulfill the

requirements of the VW Brand Service Xpress program and are not extended to any other express

service operations that may be operated by Volkswagen Dealers independent from the Volkswagen

Service Xpress program.

OLICY EXEMPTIONS

Dealer technicians who are dedicated to performing the services specified by the Service Xpress

program are exempt from the Required Documentation with Repair Order (section 2.3.2 ) and Time

Recording – Technician (section 3.57) requirements of this manual. These exemptions for Service

Xpress-dedicated technicians are limited to:



The Volkswagen Carefree Maintenance services listed in the maintenance booklet for vehicles

within the New Vehicle Limited Warranty period and



The replacement of exterior light bulbs and wiper blades, identified in the table below, due to a

defect in material or workmanship or for wear.

COMPONENTS EXEMPTED FROM DOCUMENTATION AND TIME PUNCH POLICIES FOR SERVICE

XPRESS-DEDICATED TECHNICIANS

ERVICE

NUMBER

OMPONENT

ERVICE

NUMBER

OMPONENT

9423

Halogen Bulb*

9459

Xenon (Gas Discharge) Bulb*

9424 Area Light* 9467 Fog Light Bulb*

9427 Parking Light Bulb* 9469 Rear Fog Light Bulb*

9433

Taillight Bulb*

9475

Reverse Light Bulb*

9435 Turn Signal Bulb* 9487 Daytime running light*

9437 Brake Light Bulb* 9227 Wiper Blade

9444 License Plate Light Bulb* 9243 Rear Wiper Blade

9456

Front Turn Signal Bulb*

*Only the bulb or light is allowable; not the bulb assembly or light assembly.

WARRANTY REPAIRS NOT PERMITTED TO BE PERFORMED BY SERVICE XPRESS-DEDICATED TECHNICIANS

The following warranty repairs are not permitted to be performed by Service Xpress-dedicated

technicians:



Repairs covered by any Volkswagen warranty or customer loyalty assistance program (except for

the Components Exempted in the table above).



Vehicle diagnosis including road tests, use of diagnostic scan tools or use of any measurement

tools or equipment including, but not limited to, battery/starting/charging system testers.



Diagnosis to Improve the Customer Experience (DICE).

DENTIFICATION OF SERVICE XPRESS-DEDICATED TECHNICIANS

Service Xpress technicians are identified by job title through the Volkswagen Academy.

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Policy Application from A to Z | Seat Covers Page 147

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.51 SEAT COVERS



Important:

−

A repairable defect, i.e., incomplete or missing stitching must be repaired whenever

satisfactory results can be obtained. Claims for seat covers that are replaced when a

repair would have been satisfactory are subject to debit. Deterioration and fading due to

climatic conditions are not covered.

−

Defective seat covers for an airbag-equipped seat that enclose an airbag must always be

replaced and not repaired.

3.52 SHOCK ABSORBERS – VOLKSWAGEN LIMITED LIFETIME WARRANTY

See 3.32.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers, Struts

and Strut Inserts

3.53 STRUTS AND STRUT INSERTS – VOLKSWAGEN LIMITED LIFETIME

WARRANTY

See 3.32.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers, Struts

and Strut Inserts

3.54 SUNROOF

Original equipment only – covered under the NVLW for defects in material or workmanship. Use Claim

type 110.

For window/sunroof glass, warrantability must be determined by the QTM Team using the Warranty

Repair Acceptance process in WISE, prior to starting the repair (see section 3.64 Warranty Repair

Acceptance Process in WISE). (Also see section 3.25 Glass.)

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Policy Application from A to Z | Technician Efficiency Page 148

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.55 TECHNICIAN EFFICIENCY

Understanding a technician’s repair efficiency is a valuable way of determining the technician’s

capabilities of performing a quality repair in a timely manner. Low repair shop efficiency can result in

the loss of available hours that could have been sold by your service department. Dispatching repair

work to technicians who are not trained in the repairs or services to be performed, or with a service

department not using an effective time control system correctly are just a few examples that can cause

low technician repair efficiencies. Conversely, excessively high efficiencies may attribute to improper

or incomplete repairs resulting in workshop comebacks and dissatisfied customers, and may affect

your Customer Satisfaction Index (CSI). A good benchmark for repair efficiency is between 115 -

135%.

O CALCULATE REPAIR EFFICIENCY

Divide the total SRT by the total clocked time for a repair and then multiply the results by 100.

(Total SRT

Total Clocked Time) x 100 = Technician’s Efficiency

In VWoA’s experience, technicians who routinely complete warranty repairs with efficiencies greater

than 150% of the SRT’s for single or multiple repairs on a repair order may not be following the

prescribed step-by-step procedures outlined in ElsaPro or Technical Bulletins.

Claims from technicians performing warranty repairs on Volkswagen vehicles with efficiencies greater

than 150% may be subject to charge-back if the documentation to support the repair does not justify

the time spent. Each repair will be judged individually based on the merits of the available

documentation. This includes, but is not limited to, a technician’s training certification and detailed

repair notes that explain each step of the repair in a clear, technically sound manner. The repair must

have been performed using the latest edition of ElsaPro or Technical Bulletins.

3.56 TECHNICIAN HELPLINE/VTA CASE NUMBER

The Technician Helpline is not authorized to approve warranty repairs. The Dealer Technician Helpline

should be contacted in every situation where the technician cannot determine the cause of a concern

after using the available diagnosis tools and/or published repair procedure information.

ECHNICIAN HELPLINE VTA CASE NUMBER REQUIREMENTS

A Technician Helpline VTA case number is required when the following conditions occur:



Vehicle down for 2 days or more



All repeat repairs with no clear solution available



Prior to replacing the following components:

−

W8, W12, V10 TDI engines

−

All transmissions (complete assemblies)

−

Main wiring harness

−

Eos complete roof assembly

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Policy Application from A to Z | Technician Helpline/VTA Case Number Page 149

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

Volkswagen’s Technician Helpline must be contacted for repair instructions prior to each

replacement. The VTA case number must be documented on the repair order and in the Comments

section of the warranty claim. A valid VTA case number is required, not an access code. Example:

VTA case number XX-12345.

EALER PREPAREDNESS

When calling the Technician's Helpline, the technician must be prepared prior to placing the call. The

following items are required of a prepared caller:



A VTA ticket must be created on all calls through the Technical Assistance button on ElsaPro



Check the accuracy of all information on the ticket before placing the call



Vehicle must be in the shop at the time of the call



Pictures of affected area for visual concerns attached to the VTA ticket (if applicable)



Guided Fault Finding logs should be attached to the VTA ticket (if applicable)



List any diagnosis steps taken prior to the Helpline contact



Ensure ElsaPro and ServiceNet has been utilized for any applicable repair information. This

includes, but is not limited to, Technical Bulletins, Service Information, Service Circulars, Tech

Tips, and Campaign Information.



The call should be placed within 1 business day of the creation of the ticket



The technician should have all Service History available that could apply to the current repair



Make the call from a quiet place so all information exchanged can be heard and understood

properly

EIMBURSEMENT FOR COMPONENTS REPLACED PER THE VOLKSWAGEN TECHNICAN HELPLINE

In the event a technician is advised by a VWoA Helpline Consultant to replace a part, which does not

repair the vehicle and it is not possible to use the part again for another repair, Volkswagen will

reimburse the dealership for the component through the warranty claim. The technician's time to

remove and install the component is considered part of the diagnosis.

The reimbursement will be done under the following conditions:



Technician is properly prepared for the call



Technician has a valid, closed VTA case number



The Comment field of the warranty claim must include the equivalent statement: "Part replaced as

per Tech. Line, did not fix vehicle; VTA case number ________". (Note: A valid VTA case number

is required, not an access code. Example: VTA case number XX-12345)

Volkswagen will only reimburse non-defective parts if recommended by the Technician's Helpline and

Helpline call has been properly documented.

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Policy Application from A to Z | Technician Time Recording Page 150

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.57 TECHNICIAN TIME RECORDING

Also see section 3.50 Service Xpress (VW Brand Approved).

All repair orders must include a record of the technician 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 dealership must retain Technician Daily Time and Payroll Records similar to the example in this

section. These documents must indicate the time spent by each technician for repairs performed each

day whether the repair is billed to warranty, customer-pay, or an internal dealership account.

If it is found that time clock entries made on a repair order time flag were not recorded on the

Technician Daily Time and Payroll Record or a Technician Daily Time and Payroll record is not

available, the corresponding warranty claim(s) may be charged back.

The initial start time or punch-on time for a repair is to occur when the vehicle is in the repair bay ready

to be worked on by the technician. The time entries (starting and finishing times of each repair on a

repair order) must be performed with a time clock or an electronic system that records the technician

time by month, date, and increments of hundredths of an hour.

Technician time spent on activities such as shop repairs, studying training manuals, breaks from work

activities, retrieving parts, retrieving vehicles, locating special tools, or consulting Volkswagen

Technical Assistance may not be included in time represented to Volkswagen as spent in the

diagnosis or repair of a vehicle.

In the event of a time clock failure, or if a technician forgets to punch "on" or "off" for a repair, the

Service Manager/Service Director or a Service Manager/Service Director designate (see page 46

Service Management Approvals) can authorize the estimated actual time by signing the repair order

hard copy next to the time flag or time record of an electronic repair order.

All time clocks in the dealership (including electronic time clocks, clocks for test equipment such as

battery testers, scan tools, and wheel alignment equipment) must be synchronized. If the time clocks

are not synchronized, the corresponding warranty repair(s) may be charged back.

A malfunctioning time clock must be repaired or replaced immediately.

All time clocks or electronic time recording devices must be secured to prohibit tampering or

manipulation.

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Policy Application from A to Z | Technician Time Recording Page 151

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

A-time (actual time) and diagnosis time: These labor operations require "on" and "off" punch times

separate from the "on" and "off" punch times for the repair unless used in combination with a SRT

operation. In this case, the technician must punch "on" when the repair is started and "off" when

completed. The technician may also punch individually for diagnosis and/or "A" time if used in

combination with a SRT operation in order to preserve the technician’s efficiency on the SRT

operation.

Multiple time punches: If two technicians are working together on the same vehicle repair at the

same time, (for example, an apprentice or less experienced technician working with an experienced

technician or shop foreman), the time clock flags for both technicians must be affixed to the same

vehicle repair order hard copy. Credit and responsibility for the time spent on the repair must be given

to the experienced technician. The less experienced technician time is to be represented as training

and may not be claimed in addition to the labor claimed by the more experienced technician.

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Policy Application from A to Z | Technician Time Recording Page 152

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

Example Time Flag for

Replace Rear Window Seal –

Labor Operation 6123 19 00 for 30 Time Units

The line code designation can be either alpha or numeric

BEST PRACTICE RECOMMENDATION: While not required by Volkswagen, it is a best practice recommendation to

also include a notation for the type of work performed (e.g. Diagnosis, A-Time, Normal Repair Time, etc.). While

Volkswagen does not mandate the usage of specific notation for the type of work performed, it is recommended that the

notation used by the Dealer be consistently applied throughout the Service Department.

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Policy Application from A to Z | Tires Page 153

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

WHY IT MAKES SENSE TO PUNCH INDIVIDUALLY FOR DIAGNOSIS AND/OR "A" TIME DURING REPAIRS

Example: The normal SRT to replace a component in question is 1.0 hour (1.00 time units).

The technician can carry out this repair in 45 minutes (0.75 time units) thus making him 133% efficient.

(100 ÷ 75) x 100 This claim will pay 1 hour.

If during the course of the repair a need arises to go into "A" time, a separate punch will preserve the

technician’s efficiency on the component replacement. For this example, we will assume that a bolt’s

head is rounded off and needs to be drilled out and tapped before the component can be replaced.

We will also assume that drilling out the bolt and tapping out the hole takes ½ hour (0.50 time units).

If we combine the punch, i.e. only punch “on” when the repair is started and “off” when the repair is

completed, the technician will show a total punch time of 1 hour and 15 minutes (1.25 time units); 0.50

time units for the "A" time and 0.75 time units for replacing the component. Punched in this manner,

1.25 time units is the maximum that can be claimed for this repair. The claim is made up of 1 hour for

the component’s SRT plus the remaining punch time of 15 minutes (0.25 time units) for the “A” time.

A typical punch will show:



Punch On at 8.00; Punch Off at 9.25



A total of 1.25 time units may be claimed using the combined punch method

If in the above example individual punches are utilized, we will see:



Punch On at 8.00; Punch Off at 8.50 (drilling out the damaged bolt)



Punch On at 8.50; Punch Off at 9.25 (replacing the component)



The first punch (drilling out the damaged bolt) will pay the complete 0.50 time units as reflected by

the punch.



The second punch of 0.75 time units will support the claim for the SRT of 100 time units and still

be within VWoA guidelines for efficiency.



A total of 1.50 time units may be claimed using the individual punch method.

The above examples are also true when claiming for diagnosing a vehicle using Volkswagen-approved

diagnostic tools.

Remember! Efficiency cannot be gained when claiming for "A" time, diagnosis or road tests.

3.58 TIRES

Tires are not covered under the NVLW. Tires are warranted by their respective tire manufacturer.

Volkswagen dealers should assist the customer in any way possible to obtain warranty service from

the tire manufacturer. Volkswagen dealers are responsible for obtaining the manufacturer's tire

warranty statement, which is to be given to the customer. NHTSA and regulations require that a tire

warranty pamphlet be placed in every new vehicle prior to sale. To assist you in replacing any missing

warranty pamphlets, please contact the following tire manufacturers.

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Policy Application from A to Z | Towing Page 154

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

TIRE MANUFACTURERS

Continental General

1-800-847-3349

1800 Continental Blvd.

Charlotte, NC 28273

Dunlop Tire Corp.

1-800-548-4714

1144 East Market Street

Akron, OH 44316

Bridgestone/Firestone Inc

1-800-356-4644

1 Bridgestone Park

Nashville, TN 37214

Goodyear Tire & Rubber Co.

1-800-321-2136

1144 East Market Street

Akron, OH 44316

Hankook Tires Corporate Headquarters

1-877-740-7000

1450 Valley Road

Wayne, NJ 07470

Michelin Tire Corp.

1-800-847-3435

P.O. Box 19001

Greenville, SC 29602-9001

Pirelli Tire North America

1-800-747-3554

300 George Street, 5

Floor

New Haven, CT 06511

Uniroyal Goodrich Tire Co.

1-800-521-9796

P.O. Box 19001

Greenville, SC 29602-9001

Yokohama Tire Corporation

1-800-423-4544

601 South Acacia Avenue

Fullerton, CA 92831

3.59 TOWING

MODEL YEARS 2009 - 2017: 3 YEARS OR 36,000 MILES, WHICHEVER OCCURS FIRST

Roadside Assistance must be contacted for towing; do not submit a SAGA claim.



Roadside Assistance: 1-800-411-6688



Refer to the applicable 24-Hour Roadside Assistance Owner’s Guide for specific details on the

services provided

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Policy Application from A to Z | Transmission Repair vs. Replacement Page 155

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.60 TRANSMISSION REPAIR VS. REPLACEMENT

TECHNICIAN HELPLINE VTA CASE NUMBER REQUIREMENTS

A Volkswagen Technician Helpline VTA case number with repair instructions is required prior to

replacing all transmissions (complete assemblies).

EPLACEMENT TRANSMISSION

Volkswagen’s policy provides that if the cost of parts and/or labor of a repair exceed 80% of the cost of

a complete remanufactured unit, a complete remanufactured replacement unit must be used, unless

Volkswagen specifies otherwise in particular cases.

ENERAL

62TE (Routan), AG4, and all manual transmission repairs or replacements are required to have an

estimate of the warranty repair costs vs. the replacement costs for the failed transmission using the

Transmission Repair vs. Replacement Worksheet. The Transmission Repair vs. Replacement

Worksheet must be completed and attached to the VTA case prior to replacement.

The Transmission Repair vs. Replacement Worksheet must be attached to the repair order and kept in

the permanent vehicle file. A copy of the worksheet must also be enclosed with the CORE return, if the

transmission is replaced. If the transmission CORE is requested by the WPRC, a copy of the

completed worksheet must still be enclosed with the transmission CORE, along with all other

supporting documentation. The Transmission Repair vs. Replacement Worksheet is available on

WISE under Resource Center > Forms > Transmission.

3.61 TUNING AND MODIFICATIONS OF THE VEHICLE

Damage resulting from the use of new parts not sold or approved by Volkswagen and/or modification

of the vehicle that alters the original engineering and/or operating specifications such as tuning, alarm

systems, or communication equipment is not covered under any circumstance.



Examples of frequently damaged components due to suspension modification include but are not

limited to: sound absorber pan, tires, bulbs, interior trim, bumper cover, paint, brakes, and

suspension alignment.



Examples of frequently damaged components due to tuning include but are not limited to:

turbocharger, engine, powertrain, and emission-related components, clutch, torque converter,

brakes, camshaft, and premature wear.

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Policy Application from A to Z | Update Technical Bulletins Page 156

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

3.62 UPDATE TECHNICAL BULLETINS

Update Technical Bulletins are created to update certain components on select vehicles within either

the NVLW period or the Federal Emissions Warranty, and some apply if they are within an Extended

Warranty period. Update Technical Bulletins are published on ServiceNet under UPDATEs.

Updates are always available for a limited period of time.

Dealers must use ElsaPro to verify if an Update is applicable to a vehicle or has already been

completed. Updates are to be performed regardless of a customer complaint and should be done

whenever a customer brings their vehicle to the Dealership for a repair or service.

To ensure prompt and proper payment, be sure to enter, immediately upon completion of the repair

work, the applicable reimbursement code listed on the Update Technical Bulletin. Claims will only be

paid for vehicles that show the Update code in ElsaPro on the day of repair.

PDATE CLAIM TYPE/PARTS/LABOR



Claim Type: 710 or 790 (Before delivery)



Parts and Labor: Automatically generated according to the reimbursement code.

Inform the customer in writing of all Updates performed.

For Update claim entry questions, please contact Volkswagen Warranty.

3.63 WARRANTY EXTENSIONS

3.63.1 VOLKSWAGEN LIMITED EXTENSION WARRANTIES

3.63.1.1 ENHANCED OIL SLUDGE LIMITED WARRANTY EXTENSION FOR 2001 – 2004 MODEL YEAR

VOLKSWAGEN PASSAT VEHICLES EQUIPPED WITH 1.8L TURBO ENGINES

INTRODUCTION

Volkswagen is providing an Enhanced Oil Sludge Limited Warranty Extension (as applicable and

described below) covering oil sludge related repairs or engine replacement due to oil sludge for

2001 – 2004 model year Volkswagen Passat vehicles equipped with 1.8L turbo engines. The period of

this extended warranty is 10 years or 120,000 miles, whichever occurs first, from the vehicle's original

in-service date. This warranty extension is fully transferable to subsequent owners. Customers are

also eligible to receive a one-time only $25.00 oil and filter change discount.

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Policy Application from A to Z | Warranty Extensions Page 157

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

APPLICABILITY OF ENHANCED 10 YEAR/120,000 MILE OIL SLUDGE WARRANTY

HAT VEHICLES ARE ELIGIBLE FOR COVERAGE UNDER THE ENHANCED 10 YEAR/120,000 MILE OIL SLUDGE

WARRANTY ("ENHANCED OIL SLUDGE WARRANTY")?

The Enhanced Oil Sludge Warranty only applies to 2001 – 2004 model year Volkswagen Passat

vehicles equipped with 1.8 liter turbo engines.

HAT IS THE PERIOD OF COVERAGE?

10 years or 120,000 miles, whichever comes first, from the date the vehicle enters service in the

hands of the first retail purchaser or lessee or as a company car.

HAT DOES THE ENHANCED OIL SLUDGE WARRANTY COVER?

Engine repair or replacement due to oil sludge*. If the engine damage is not due to oil sludge, the

Enhanced Oil Sludge Warranty does not apply.

* “Oil Sludge” is the deposits, including coking, which can form in the 1.8 liter turbo engine due to

excessive degradation of engine oil and which impairs the lubrication of the engine.

HAT IS REQUIRED FOR COVERAGE?

In order to qualify, the customer must present proof that after January 19, 2011, he/she had every oil

and filter change which was required at the currently specified oil maintenance intervals performed

using VW specification 502 00 oil or a synthetic oil certified as complying with VW specification 502

00 oil.

This means that you, the Dealer, must require proof that all required oil and filter changes after

January 19, 2011: (a) were performed, and (b) were performed using VW specification 502 00 oil or a

synthetic oil certified as complying with VW specification 502 00 oil.

Coverage under the Enhanced Oil Sludge Warranty depends upon how many oil and filter changes

were required under the vehicle’s oil maintenance schedule after January 19, 2011, and the proof

presented by the customer.

HERE ARE THREE (3) BASIC CATEGORIES:

1. At the time the vehicle is brought in, no oil and filter changes were required under the oil

maintenance schedule since January 19, 2011.

2. At the time the vehicle is brought in, one (1) oil and filter change was required under the oil

maintenance schedule since January 19, 2011.

3. At the time the vehicle is brought in, two (2) or more oil and filter changes were required under

the oil maintenance schedule since January 19, 2011.

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Policy Application from A to Z | Warranty Extensions Page 158

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

CATEGORY 1 – WHAT PROOF DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLE IS

BROUGHT IN, NO OIL AND FILTER CHANGES HAD BEEN REQUIRED UNDER THE OIL MAINTENANCE SCHEDULE

SINCE

JANUARY 19, 2011?

The customer will be entitled to coverage for 100% parts and labor if he/she presents proof

that the last two (2) required oil and filter changes were performed using an oil permitted by

the maintenance schedule. If the customer cannot present proof of the last two (2) required

oil and filter changes, he/she will be entitled to limited coverage for 50% parts and labor.

ATEGORY 2 – WHAT PROOF DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLES

IS BROUGHT IN, ONE (1) OIL AND FILTER CHANGE WAS REQUIRED UNDER THE OIL MAINTENANCE SCHEDULE

SINCE

JANUARY 19, 2011?

100% Coverage – Parts and Labor: The customer will be entitled to coverage for 100% parts

and labor if he/she presents proof of two things: (1) that the oil and filter change required after

January 19, 2011 was performed using VW specification 502 00 oil or a synthetic oil certified

as complying with VW specification 502 00, and (2) that the last oil and filter change required

before January 19, 2011 was performed using an oil originally specified by the Owner’s

Manual. Proof of both is necessary for 100% parts and labor coverage.

50% Coverage – Parts and Labor: If the customer only presents proof of # 1 - the oil and filter

change required after January 19, 2011 using VW specification 502 00 oil – then he/she will

be entitled to limited coverage for 50% parts and labor.

No Coverage: If the customer does not present proof of # 1 – that the oil and filter change

required after January 19, 2011 was performed using VW specification 502 00 oil or a

synthetic oil certified as complying with VW specification 502 00 – there is no coverage under

the Enhanced Oil Sludge Warranty. This is because the customer must show proof that every

oil and filter change required by the oil maintenance schedule after January 19, 2011 was

performed using VW specification 502 00 oil or a synthetic oil certified as complying with VW

502 00.

ATEGORY 3 – WHAT PROOD DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLE IS

BROUGHT IN, TWO (2) OR MORE OIL AND FILTER CHANGES WERE REQUIRED UNDER THE OIL MAINTENANCE

SCHEDULES SINCE

JANUARY 19, 2011?

The customer will be entitled to coverage for 100% parts and labor if he/she presents proof

that all of the oil and filter changes required after January 19, 2011 were performed using VW

specification 502 00 oil or a synthetic oil certified as complying with VW specification 502 00.

If the customer does not present such proof, there is no coverage under the Enhanced Oil

Sludge Warranty.

You, the Dealer, must require proof that every required oil and filter change after January 19,

2011 (a) was performed, and (b) was performed using VW specification 502 00 oil or a

synthetic oil certified as complying with VW specification 502 00.

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Policy Application from A to Z | Warranty Extensions Page 159

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

For example, if, at the time the vehicle is brought in, four (4) oil and filter changes had been

required by the oil maintenance schedule since January 19, 2011, and the customer does not

present proof that all four (4) required oil changes were performed at the proper intervals

using the proper oil stated above, the customer is not eligible for coverage.

If, for example, eight (8) oil and filter changes were required under the vehicle’s oil

maintenance schedule after January 19, 2011, and the customer has proof that 7 of the

required 8 were performed using VW specification 502 00 oil or a synthetic oil certified as

complying with VW specification 502 00, the customer is not eligible for coverage under the

Enhanced Oil Sludge Warranty. Proof of all required oil and filter changes after January 19,

2011, using the proper oil stated above, is needed for the customer to have coverage.

HAT "PROOF" IS NEEDED FOR COVERAGE?



If the oil/filter change was performed at an oil change facility:

a. Cancelled check, credit/debit card receipt, or oil maintenance receipt from the oil change

facility, and

b. Written confirmation or verification from the oil change facility which shows that the oil and

filter change was actually performed using the required oil.



If the oil/filter change was performed by the customer:

a. Receipts, cancelled checks, credit/debit card receipts for the purchase of the required oil,

and

b. Affidavit, signed by the customer and notarized, stating the dates and mileage when each of

the oil and filter changes were performed, and attesting that VW specification 502 00 oil was

used after January 19, 2011, and oil specified in the Owner’s Manual was used prior to

January 19, 2011.

HAT IF THE CUSTOMER DOES NOT USE VW SPECIFICATION 502 00 OIL OR A SYNTHETIC OIL CERTIFIED AS

COMPLYING WITH

VW 502 00 AFTER JANUARY 19, 2011?

If the Customer continues to maintain his/her vehicle with the oil originally specified in the Owner’s

Manual after January 19, 2011, then only the Eight (8) Year Extended Warranty (unlimited mileage)

will apply if the vehicle is still eligible under that warranty.

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Policy Application from A to Z | Warranty Extensions Page 160

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

ONE TIME ONLY $25.00 OIL AND FILTER CHANGE DISCOUNT AT AN AUTHORIZED

VOLKSWAGEN DEALER

1. The oil change discount only applies to 2001 – 2004 model year Volkswagen Passat vehicles

equipped with 1.8 liter turbo engines.

2. The oil change must be performed using VW specification 502 00 oil or a synthetic oil certified

as complying with VW specification 502 00 in order for the customer to qualify for the

discount. Other types of oil do not qualify.

3. This $25.00 credit is available one-time only per each eligible vehicle.

4. The one time oil change discount expires on April 28, 2012. Customers are only eligible for

the discount until that date.

CLAIM PROCESSING

ENHANCED OIL SLUDGE LIMITED WARRANTY EXTENSION

Claim Type: 110

Service Number: S617

Damage Code: 0010

Refer to Technical Bulletin Instance Number 2013233 for the applicable repair procedure.

NE TIME ONLY $25.00 OIL AND FILTER CHANGE DISCOUNT

Claim Type: 710

Service Number: 1720

Damage Code: 0099

Criteria ID: VW

Outside Labor Op: A000 00 00

Outside Labor Amount: $25

Even though the $25 oil change discount is claimed like a campaign, this is not a campaign and will

not have a code visible in the Campaign/Action Information screen. This discount is a one-time

offering only. To ensure that this discount has not been previously applied to the vehicle, check for a

claim in the Service History section of ElsaPro. Duplicate discount claims will not be processed.

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Policy Application from A to Z | Warranty Extensions Page 161

Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

ENHANCED OIL SLUDGE LIMITED WARRANTY EXTENSION HYPOTHETICAL SITUATIONS

YPOTHETICAL SITUATION 1

Customer comes in with her 2004 Passat in Feb. 2013 with oil sludge related engine failure. Her

vehicle qualifies for the Enhanced 10 Year/120,000 Mile Oil Sludge Warranty. She shows proof of her

last two oil changes which were performed pursuant to the regularly scheduled maintenance intervals

occurring after January 19, 2011. The first receipt shows use of a synthetic oil certified as complying

with VW specification 502 00, but the proof submitted for the prior oil and filter change does not

indicate what type of oil was used.

What happens?

She is not entitled to the warranty benefits without proof that both oil and filter changes

required after January 19, 2011 were performed with VW specification 502 00 oil or a

synthetic certified as complying with VW specification 502 00.

YPOTHETICAL SITUATION 2

Customer brings in his 2002 Passat on July 1, 2011 with oil sludge related engine problems. When

the vehicle is brought in for repair, no regularly scheduled oil and filter change was due since January

19, 2011. He shows evidence of his last oil and filter change before January 19, 2011, using the oil

specified in the Owner’s Manual but does not have any proof of the oil change preceding the last one.

What happens?

He is entitled to 50% coverage for parts and labor. He must show proof of the last two

regularly scheduled oil and filter changes using the oil specified in the Owner’s Manual in

order to qualify for 100% Parts and Labor. He does not need to show any proof prior to

January 19, 2011 in order to qualify for 50% coverage for parts and labor.

YPOTHETICAL SITUATION 3

Customer brings in his 2003 Passat in September 2011 with sludge related engine problems. When

the vehicle is brought in, it has had one regularly scheduled oil and filter change due since January 19,

2011. Customer shows proof: (1) that he had the last oil and filter change using VW specification 502

00 oil after January 19, 2011 and (2) that he had the prior regularly scheduled maintenance oil and

filter change before January 19, 2011 performed using oil specified in the vehicle’s Owner’s Manual.

What happens?

He is entitled to 100% parts and labor.

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APPLICABILITY OF ENHANCED 10 YEAR/120,000 MILE OIL SLUDGE WARRANTY QUICK

REFERENCE CHART

OIL MAINTENANCE REQUIRED AFTER JANUARY 19, 2011

PER VEHICLE'S OIL MAINTENANCE SCHEDULE

Category 1 Category 2 Category 3

If No Regularly

Scheduled Oil

Maintenance Has

Been Required Since

January 19, 2011

If One (1) Regularly

Scheduled Oil

Maintenance Was

Required Since

January 19, 2011

If Two (2) or More

Regularly Scheduled

Oil Maintenances

Were Required Since

January 19, 2011

Proof Required for

100% Parts and Labor

Coverage

(Last 2 Oil Changes)

Proof that the Last 2

Oil and Filter Changes

Required per the

Maintenance Schedule

prior to January 19,

2011 were performed

using Oil Quality per

Owner’s Manual

(1) Proof that the Last

Oil and Filter Change

Required per the

Maintenance Schedule

after January 19, 2011

was performed using

VW Specification 502

00 Oil* and (2) Proof

of the Last Oil and

Filter Change prior to

January 19, 2011

using Oil Quality per

Owner’s Manual

Proof that all of the Oil

and Filter Changes

Required per the

Maintenance Schedule

after January 19, 2011

were performed using

VW Specification 502

00 Oil*

Proof Required for

50% Parts and Labor

Coverage

No Proof Required

Proof that the Last Oil

and Filter Change

Required per the

Maintenance Schedule

after January 19, 2011

was performed using

VW Specification 502

00 Oil*

No Coverage

*Any Synthetic Oil certified as complying with VW specification 502 00 also qualifies.

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3.63.1.2 ENGINE COOLANT TEMPERATURE (ECT) SENSOR WARRANTY EXTENSION

The Emissions Control Systems Warranty for ECT sensor replacement under specific conditions has

been extended to 10 years or 100,000 miles, whichever occurs first, from the vehicle's original in-

service date.

FFECTED VEHICLES



2001 – 2003 Passat 1.8T



2001 New Beetle 1.8T with AWV or AWW engine code, Golf 1.8T with AWV or AWW engine

code, GTI 1.8T with AWV or AWW engine code, Jetta 1.8T with AWV or AWW engine code



2004 GTI 2.8L, Jetta GLI 2.8L

ARRANTY COVERAGE

Note: This limited warranty extension only covers diagnosis and replacement of the ECT sensor, if

necessary, without charge as long as the vehicle is within the time and mileage limits stated within this

warranty extension. Symptoms of a malfunctioning ECT sensor could include but are not limited to

erratic operation or complete malfunction of the coolant temperature gauge, and illumination of the

MIL. However some symptoms may require repairs unrelated to the ECT sensor; repairs for these

symptoms are outside the emissions-related warranty and are the owner’s responsibility.

ARRANTY CLAIMS



Claim Type 1E1 Federal Emissions Warranty



Service Number 2462 Temperature sensor (for engine coolant)



Damage Code 0040 Electrical malfunction

3.63.1.3 CENTER HIGH-MOUNTED STOPLIGHT LEDS WARRANTY EXTENSION

Volkswagen has extended the New Vehicle Limited Warranty that covers the center high-mounted

stoplight light-emitting diodes (LEDs) in 2006-2009 model year Volkswagen GTI and 2008 model year

Volkswagen R32 vehicles to ten (10) years, regardless of vehicle mileage, from the vehicle’s original

in-service date.

This ten (10) year limited extended warranty is subject to the terms and conditions set forth below:



Less than seven (7) years from the vehicle’s original in-service date: Volkswagen will replace the

center high-mounted stoplight at no cost if any LED stops working.

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

Seven (7) to ten (10) years from the vehicle’s original in-service date: Volkswagen will replace the

center high-mounted stoplight at no cost if any of the four LED groups completely stop working or

if within all four LED groups, a total of six or more individual LEDs stop working.

Note: The center high-mounted stoplight is composed of four groups of lights with each group of lights

containing six (6) LEDs.

This warranty extension covers only the replacement of the center high-mounted stoplight due to non-

working center high-mounted stoplight LEDs as described above.

This limited extended warranty does NOT cover any damage or malfunctions caused by outside

influence, such as damage due to an accident, vehicle misuse or neglect, or storm damage. These

conditions may require repairs that are needed for proper diagnosis of the underlying condition. Any

repairs that are (1) necessary for proper diagnosis of these other conditions or (2) required to bring the

vehicle up to factory specifications are not covered by this warranty extension. Any malfunctions of

electrical and mechanical components (unrelated to the center high-mounted stoplight) remain

covered by the normal terms of the New Vehicle Limited Warranty.

ARRANTY CLAIMS

Dealers must use the following claim type and service number when submitting warranty claims for the

center high-mounted stoplight LEDs warranty extension.



Claim Type: 110



Service Number: 9470

3.63.1.4 WARRANTY EXTENSION FOR CERTAIN 2007 – 2010 MODEL YEAR VOLKSWAGEN VEHICLES

EQUIPPED WITH A DSG TRANSMISSION

Volkswagen has extended the warranty that covers the DSG gearbox transmission in certain 2007 –

2010 model year Volkswagen vehicles to ten (10) years or 100,000 miles, whichever occurs first, from

the vehicle's original in-service date.

The vehicle's original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

FFECTED VEHICLES

This warranty extension covers the following model year 2007 – 2010 Volkswagen vehicles equipped

with a DSG transmission AND with a production date from February 19, 2007 through August 6, 2009.



Eos, GTI, R32, Jetta, Jetta SportWagen, Passat Wagon, CC

ARRANTY EXTENSION COVERAGE

This warranty extension covers only the diagnosis and repair of the DSG transmission.

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This warranty extension will not cover any damage or malfunctions caused by outside influence, such

as damage due to an accident, vehicle misuse or neglect, or storm damage. These conditions may

require repairs that are needed for proper diagnosis of the underlying condition. Any repairs that are

(1) necessary for proper diagnosis of these other conditions or (2) required to bring the vehicle up to

factory specifications are not covered by this warranty extension. Additionally, the DSG transmission in

the vehicle must have been maintained in accordance with the maintenance requirements found in the

vehicle owner’s manual. Any malfunctions of non-transmission electrical and mechanical components

remain covered by the normal terms of the New Vehicle Limited Warranty.

This warranty extension is fully transferable to subsequent owners.

ARRANTY CLAIMS

Dealers must use the following claim type and one of the applicable service numbers below when

submitting warranty claims for the DSG gearbox transmission warranty extension.



Claim Type: 1PT



Applicable Service Numbers: 3511 Mechatronics

3490 Speed Sensor



Claim Type: 1SP



Applicable Service Numbers: 3925 Flanged Shaft

3474 Oil Cooler

3472 Oil Pump

3461 Oil Pump Cover

3460 Mechatronics Cover

3059 Cover for Multi-Clutch

3060 Multiple Clutch

3435 Transmission

3.63.1.5 CATALYTIC CONVERTER WARRANTY EXTENSION FOR CERTAIN 2.0L ENGINE VEHICLES

The Emissions Control Systems Warranty for catalytic converter replacement under specific conditions

has been extended to 10 years or 120,000 miles, whichever occurs first, from the vehicle's original in-

service date. The vehicle's original in-service date is defined as the date the vehicle was delivered to

either the original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

FFECTED VEHICLES



2004 New Beetle Convertible 2.0L BGD Engine



2004-2005 Golf, Jetta, New Beetle Sedan 2.0L BEV Engine



2006 Golf 2.0L BEV Engine

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DIAGNOSIS AND ELIGIBILITY

For details on how to diagnose the symptoms and determine the vehicle’s limited warranty extension

eligibility, please refer to Technical Bulletin 26-11-01 (Instance Number 2023049), “MIL is ON and/or

Catalytic Converter is Rattling.”

ARRANTY COVERAGE

This limited warranty extension covers only the diagnosis and replacement of the catalytic converter, if

necessary, without charge as long as the vehicle is within the time and mileage limits stated within this

warranty extension.

Other conditions unrelated to the catalytic converter may cause the MIL to illuminate; these conditions

may require repairs that are needed for proper diagnosis of the underlying condition. Any repairs that

are (1) necessary for proper diagnosis of these other conditions or (2) required to bring the vehicle’s

emission system up to factory specifications are not covered by this limited warranty extension.

This limited warranty extension will not cover any damage or malfunctions caused by installation of

non-EPA certified parts, or parts that alter the performance of the engine, engine controls, or exhaust

system, such as the installation of engine management components ("chipped" or "tuned" ECMs) not

approved by Volkswagen.

ARRANTY CLAIMS

Catalytic Converter Warranty Extension Claim Coding



Claim Type: 1E1 (Use 1E2 if the California Emissions Warranty is applicable)



Service Number: 2673 Catalytic converter



Damage Code:

– 0012 Diagnosis only, no repair performed

– 0015 Replacement, rattling caused by broken or deteriorated monolith

– 0016 Replacement, MIL on, DTC P0420



Comments: Record repair details, including DTC’s, if applicable.

3.63.1.6 WINDOW REGULATOR CABLE LIMITED WARRANTY EXTENSION FOR 2007 – 2011 MODEL

YEAR VOLKSWAGEN EOS VEHICLES

Volkswagen has extended the warranty that covers the window regulator cables in 2007 – 2011 model

year Volkswagen Eos vehicles to five (5) years regardless of vehicle mileage, from the vehicle's

original in-service date.

The vehicle's original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

On some vehicles, corrosion on a window regulator cable can cause window operation to deteriorate

over time, eventually causing the window to become stuck or inoperable.

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WARRANTY EXTENSION COVERAGE

This warranty extension covers only the diagnosis and repair of the window regulator cable.

This warranty extension will not cover any damage or malfunctions caused by outside influence, such

as damage due to an accident, vehicle misuse or neglect, or storm damage. These conditions may

require repairs that are needed for proper diagnosis of the underlying condition.

Any repairs that are (1) necessary for proper diagnosis of these other conditions or (2) required to

bring the vehicle up to factory specifications are not covered by this warranty extension. Any

malfunction of other components remain covered by the normal terms of the New Vehicle Limited

Warranty.

This warranty extension is fully transferable to subsequent owners.

ARRANTY CLAIMS

Dealers must use the following claim type and service number when submitting warranty claims for the

Window Regulator Cable Limited Warranty Extension.



Claim Type: 110



Service Number: 6452

3.63.1.7 TRANSMISSION VALVE BODY LIMITED WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the valve body in the following AQ-250 automatic

transmission vehicles to 7 years or 100,000 miles, whichever occurs first, from the vehicle’s original in-

service date:



2003 – 2006 New Beetle/New Beetle Convertible



2005 – 2008 Jetta/Rabbit



2006 – 2008 Passat Sedan/Wagon

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

“demonstrator” or “company” car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has received customer complaints of affected vehicles that may experience a hard shift

from first to second gear, and also from second to third gear.

ARRANTY EXTENSION COVERAGE

This warranty extension covers only the diagnosis and repair of the transmission valve body. This

warranty extension will not cover any damage or malfunctions caused by installation of parts that alter

the performance of the transmission or transmission controls, such as the installation of transmission

management components ("chipped" or "tuned" TCMs) not approved by Volkswagen.

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Any repairs that are (1) necessary for proper diagnosis of these other conditions or (2) required to

bring the vehicle up to factory specifications are not covered by this warranty extension.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

This warranty extension is fully transferable to subsequent owners.

EHICLE ELIGIBILITY

To determine if a vehicle is eligible for the Transmission Valve Body Limited Warranty Extension,

check the VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the vehicle, The

"Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated with the

warranty extension parameters.

AGA WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Transmission Valve Body Limited Warranty Extension.



Claim Type: 1PT



Service Number: 3877

3.63.1.8 INTAKE CAMSHAFT, CAMSHAFT FOLLOWER AND HIGH PRESSURE FUEL PUMP LIMITED

WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the intake camshaft, camshaft follower and high

pressure fuel pump (as described in this bulletin) to 10 years or 120,000 miles, whichever occurs first,

from the vehicle’s original in-service date, for the following 2.0L BPY ENGINE CODE vehicles:



2006 – 2007 Jetta/Jetta Wagon, GTI, Eos, Passat Sedan/Wagon

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, certain production deficiencies affecting

the intake camshaft and camshaft follower in the vehicle's engine could make them susceptible to

premature wear. If this happens, the premature wearing of these components could, in rare cases,

lead to wear in the base of the high pressure fuel pump camshaft follower. This issue does not cause

vehicle stalling.

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Additionally, the Malfunction Indicator Lamp (MIL) on the instrument cluster will illuminate due to the

presence of specific fault codes caused by this condition.

Please be aware that other conditions (unrelated to the issue described in this bulletin) may cause the

MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair costs

for these other, unrelated conditions.

HAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers the following items only if repairs were needed as a direct result of

camshaft and/or camshaft follower wear:



Diagnosis and repair/replacement of the intake camshaft and camshaft follower and high-pressure

fuel pump.



Replace engine oil and filter.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA certified parts, or parts that alter

the performance of the engine, engine controls, or exhaust system, such as the installation of

engine management components ("chipped" or "tuned" ECMs).



Costs to diagnose and repair other, unrelated conditions that cause the MIL to illuminate, with the

following exception. 20 TU may be claimed if a customer visits the dealership with a MIL

illuminated but DTC codes P0087, P1093, P2293, are not present. This is an initiative to increase

customer satisfaction and to minimize any inconvenience for our customers and not to promote or

warrant unnecessary GFF diagnostics.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

EPAIR PROCEDURE

Refer to Technical Bulletin Instance number 2015153 for the applicable repair procedure.

EHICLE ELIGIBILILTY

To determine if a vehicle is eligible for the Intake Camshaft, Camshaft Follower & High Pressure Fuel

Pump Limited Warranty Extension, check the VIN in ElsaPro > Vehicle Data. If the warranty extension

is applicable to the vehicle, The "Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro

will be populated with the warranty extension parameters.

AGA WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Intake Camshaft, Camshaft Follower & High Pressure Fuel Pump Limited Warranty Extension.



Claim Type: 1PT



Service Number: 1505

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3.63.1.9 FUEL PRESSURE SENSOR (G410) LIMITED WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the fuel pressure sensor (G410) under specific

conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s original in-service

date, for the following 2.0L TFSI BPY ENGINE CODE vehicles:



Certain 2007 – 2008 Eos, Passat, Passat Wagon, Jetta, and GTI vehicles

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

“demonstrator” or “company” car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, the fuel pressure sensor (G410) can be

susceptible to degraded performance.

If this happens, the Malfunction Indicator Lamp (MIL) on the instrument cluster may illuminate due to

the presence of specific fault codes.

Please be aware that other conditions (unrelated to the problem described in this bulletin) may cause

the MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair

costs for these other, unrelated conditions.

HAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers the initial diagnosis scan of the vehicle. This warranty extension will

also cover the replacement of the fuel pressure sensor (G410) should the diagnosis indicate that this

repair is needed.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA certified parts, or parts that alter

the performance of the engine, engine controls, or exhaust system, such as the installation of

engine management components ("chipped" or "tuned" ECMs) not approved by Volkswagen.



Costs to diagnose and repair/replace other, unrelated conditions that cause the MIL to illuminate,

with the following exception. 20 time units may be claimed if a customer visits the dealership with

a MIL illuminated but DTC codes P310B, P129F, P008B, P129E, P008A, P2540 or P0087 are not

present. This is an initiative to increase customer satisfaction and to minimize any inconvenience

for our customers and not to promote or warrant unnecessary GFF diagnostics.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

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REPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2027458 for the applicable repair procedure.

EHICLE ELIGIBILILTY

To determine if a vehicle is eligible for the Fuel Pressure Sensor (G410) Limited Warranty Extension,

check the VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the vehicle, the

"Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated with extended

warranties coverage type USCVW-WTYEXT-ES Fuel Pressure Sensor (G410) Warranty Ext and the

warranty extension parameters.

AGA WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Fuel Pressure Sensor (G410) Limited Warranty Extension.



Claim Type: 110



Service Number: 2409

3.63.1.10 INTAKE MANIFOLD RUNNER CONTROL MOTOR LIMITED WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the intake manifold runner control motor under

specific conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s original in-

service date, for the following 2.0L TFSI BPY ENGINE CODE vehicles:



Certain 2006 – 2008 Eos, Passat, Passat Wagon, Jetta, and GTI vehicles

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, the intake manifold runner control motor

can be susceptible to degraded performance.

If this happens, the Malfunction Indicator Lamp (MIL) on the instrument cluster may illuminate due to

the presence of specific fault codes.

Please be aware that other conditions (unrelated to the problem described in this bulletin) may cause

the MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair

costs for these other, unrelated conditions.

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WHAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers the initial diagnosis scan of the vehicle. This warranty extension will

also cover the replacement of the intake manifold runner control motor should the diagnosis indicate

that this repair is needed.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA certified parts, or parts that alter

the performance of the engine, engine controls, or exhaust system, such as the installation of

engine management components ("chipped" or "tuned" ECMs) not approved by Volkswagen.



Costs to diagnose and repair/replace other, unrelated conditions that cause the MIL to illuminate,

with the following exception. 20 time units may be claimed if a customer visits the dealership with

a MIL illuminated but DTC codes P0642, P2004, P2008, P3137, or P3138 are not present. This is

an initiative to increase customer satisfaction and to minimize any inconvenience for our

customers and not to promote or warrant unnecessary GFF diagnostics.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

EPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2027457 for the applicable repair procedure.

EHICLE ELIGIBILILTY

To determine if a vehicle is eligible for the Intake Manifold Runner Control Motor Limited Warranty

Extension, check the VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the

vehicle, the "Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated

with extended warranties coverage type USCVW-WTYEXT-EQ Intake Manifold Runner Control

Warranty Ext and the warranty extension parameters.

AGA WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Intake Manifold Runner Control Motor Limited Warranty Extension.



Claim Type: 110



Service Number: 2447

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3.63.1.11 POSITIVE CRANKCASE VENTILATION (PCV) VALVE LIMITED WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the positive crankcase ventilation (PCV) valve

under specific conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s

original in-service date, for the following 2.0L TFSI BPY ENGINE CODE vehicles:



Certain 2006 – 2008 Eos, Passat, Passat Wagon, Jetta, and GTI vehicles

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, the PCV valve can be susceptible to

degraded performance.

If this happens, the Malfunction Indicator Lamp (MIL) on the instrument cluster may illuminate due to

the presence of specific fault codes.

Please be aware that other conditions (unrelated to the problem described in this bulletin) may cause

the MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair

costs for these other, unrelated conditions.

HAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers the initial diagnosis scan of the vehicle. This warranty extension will

also cover the replacement of the positive crankcase ventilation (PCV) valve should the diagnosis

indicate that this repair is needed.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA certified parts, or parts that alter

the performance of the engine, engine controls, or exhaust system, such as the installation of

engine management components ("chipped" or "tuned" ECMs) not approved by Volkswagen.



Costs to diagnose and repair/replace other, unrelated conditions that cause the MIL to illuminate,

with the following exception. 20 time units may be claimed if a customer visits the dealership with

a MIL illuminated but DTC codes P1297, P2187 or P2279 are not present. This is an initiative to

increase customer satisfaction and to minimize any inconvenience for our customers and not to

promote or warrant unnecessary GFF diagnostics.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

REPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2027454 for the applicable repair procedure.

EHICLE ELIGIBILILTY

To determine if a vehicle is eligible for the PCV Valve Limited Warranty Extension, check the VIN in

ElsaPro > Vehicle Data. If the warranty extension is applicable to the vehicle, the "Enhanced

Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated with extended warranties

coverage type USCVW-WTYEXT-ER Positive Crankcase Ventilation Warranty Ext and the warranty

extension parameters.

AGA WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

PCV Valve Limited Warranty Extension.



Claim Type: 1PT



Service Number: 1726

3.63.1.12 FRONT WHEEL BEARINGS LIMITED WARRANTY EXTENSION

Volkswagen has extended the warranty that covers the front wheel bearings under specific

conditions to 5 years or 90,000 miles, whichever occurs first, from the vehicle’s original in-service

date, for certain 2009 – 2010 Routan vehicles.

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

HAT IS THE PROBLEM

Volkswagen has determined that some 2009 – 2010 model year Routan vehicles may experience

premature front wheel bearing wear, resulting in a growl, hum or grinding noise while driving.

Please be aware that other conditions (unrelated to the problem described in this bulletin) may cause

noises from the front of the vehicle. Customers should be prepared to cover all diagnosis and repair

costs for these other, unrelated conditions.

HAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers the initial diagnosis of the vehicle’s front wheel bearings. This warranty

extension will also cover the replacement of the front wheel bearings should the diagnosis indicate that

this repair is needed.

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

WHAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by the installation of Volkswagen parts, or parts that alter the

performance of the front wheel bearings not approved by Volkswagen.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications.

Any malfunctions of other components remain covered by the normal terms of the New Vehicle

Limited Warranty.

EPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2028396 for the applicable repair procedure.

EHICLE ELIGIBILITY

To determine if a vehicle is eligible for the Front Wheel Bearings Limited Warranty Extension, check

the VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the vehicle, the

"Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated with the

warranty extension parameters.

SAGA

WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Front Wheel Bearings Limited Warranty Extension.



Claim Type: 110



Service Number: 4067

3.63.1.13 ENGINE EXHAUST FLAP LIMITED WARRANTY EXTENSION

Volkswagen has extended the Emissions Control Systems Warranty for engine exhaust flap

replacement under specific conditions to 10 years or 120,000 miles, whichever occurs first, from the

vehicle’s original in-service date, for certain:



2009 – 2012 Model Year Volkswagen 2.0L TDI

engine vehicles with engine codes CBEA, CJAA

and CKRA



2013 Model Year Volkswagen 2.0 L TDI

engine vehicles with engine codes CJAA and CKRA

This warranty extension is fully transferable to subsequent owners.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

WHAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, certain deficiencies affecting the engine

exhaust flap could make the engine exhaust flap susceptible to degraded performance. If this

happens, the Malfunction Indicator Lamp (MIL) on the instrument cluster may illuminate due to the

presence of specific fault codes caused by a faulty engine exhaust flap. Volkswagen has not identified

any vehicle drivability concerns related to this issue.

Please be aware that other conditions (unrelated to the issue described in this bulletin) may cause the

MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair costs

for these other, unrelated conditions.

HAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers only the diagnosis and replacement of the engine exhaust flap.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA or non-CARB certified parts, or

parts that alter the performance of the engine, engine controls, or exhaust system, such as the

installation of engine management components ("chipped" or "tuned" ECMs) not approved by

Volkswagen.



Other conditions unrelated to the engine exhaust flap that may cause the MIL to illuminate. These

conditions may require repairs that are needed for proper diagnosis of the underlying condition.

Any repairs that are (1) necessary for proper diagnosis of these other conditions or (2) required to

bring the vehicle’s emission system up to factory specifications are not covered by this warranty

extension.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications are not covered by

this warranty extension.

EPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2031583 for the applicable repair procedure.

EHICLE ELIGIBILITY

To determine if a vehicle is eligible for the Engine Exhaust Flap Limited Warranty Extension, check the

VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the vehicle, the "Enhanced

Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated with the warranty

extension parameters.

SAGA

WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Engine Exhaust Flap Limited Warranty Extension.



Claim Type: 110



Service Number: 2671

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3.63.1.14 SECONDARY AIR PRESSURE SENSOR LIMITED WARRANTY EXTENSION

Volkswagen has extended the Emissions Control Systems Warranty for secondary air pressure sensor

replacement under specific conditions to 10 years or 120,000 miles, whichever occurs first, from the

vehicle’s original in-service date, for the following 2.5 L engine vehicles:



2009 MY Rabbit (A5) with Engine Codes CBUA and CBTA



2009 MY Jetta Wagon (A5) with Engine Codes CBUA and CBTA



2009 MY Jetta (A5) with Engine Codes CBUA and CBTA



2010 MY Jetta (A5) with Engine Code CBUA



2010 – 2012 MY Jetta SportWagen (A6) with Engine Code CBUA



2011 – 2012 MY Jetta (A6) with Engine Code CBUA



2012 MY Passat with Engine Code CBUA



2012 MY Beetle with Engine Code CBUA



2010 – 2012 MY Golf (A6) with Engine Code CBUA

Certain states have voluntarily adopted California-mandated emissions warranties only for vehicles

equipped to meet California’s Partial Zero Emissions Vehicle (PZEV) emissions requirements. These

vehicles can be identified by inspecting the Vehicle Emission Control Information Label located under

the hood. Because of this, the owner of a vehicle equipped to meet California’s PZEV emissions

requirements living in one of these states may have warranty rights that exceed the extended warranty

offering described in this bulletin. Owners should refer to the warranty information that came with their

vehicle for additional details as to whether or not this applies to their vehicle.

The vehicle’s original in-service date is defined as the date the vehicle was delivered to either the

original purchaser or the original lessee; or if the vehicle was first placed in service as a

"demonstrator" or "company" car, on the date such vehicle was first placed in service.

This warranty extension is fully transferable to subsequent owners.

HAT IS THE PROBLEM

Volkswagen has determined that under specific conditions, certain deficiencies affecting the

secondary air pressure sensor could make the secondary air pressure sensor susceptible to degraded

performance. If this happens, the Malfunction Indicator Lamp (MIL) on the instrument cluster may

illuminate due to the presence of specific fault codes caused by a faulty secondary air pressure

sensor. (The MIL is part of the on-board diagnostic system. Please refer to the owner’s manual for

additional information about the MIL.) In some locales, an illuminated Malfunction Indicator Lamp

could cause the vehicle to fail an IM emissions inspection, and the vehicle registration application

could be denied. Volkswagen has not identified any vehicle drivability concerns related to this issue.

Please be aware that other conditions (unrelated to the issue described in this bulletin) may cause the

MIL in the vehicle to illuminate. Customers should be prepared to cover all diagnosis and repair costs

for these other, unrelated conditions.

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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16

WHAT DOES THIS WARRANTY EXTENSION COVER

This warranty extension covers only the diagnosis and replacement of the secondary air pressure

sensor.

HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION

This warranty extension will not cover:



Any damage or malfunctions caused by installation of non-EPA or non-CARB certified parts, or

parts that alter the performance of the engine, engine controls, or exhaust system, such as the

installation of engine management components ("chipped" or "tuned" ECMs) not approved by

Volkswagen.



Other conditions unrelated to the secondary air pressure sensor that may cause the MIL to

illuminate. These conditions may require repairs that are needed for proper diagnosis of the

underlying condition. Any repairs that are (1) necessary for proper diagnosis of these other

conditions or (2) required to bring the vehicle’s emission system up to factory specifications are

not covered by this warranty extension.



Damage or malfunctions caused by outside influence, such as damage due to an accident, or

vehicle misuse or neglect, as well as repairs that are (1) necessary for proper diagnosis of these

other conditions or (2) required to bring the vehicle up to factory specifications are not covered by

this warranty extension.

EPAIR PROCEDURE

Refer to Technical Bulletin Instance Number 2028415 for the applicable repair procedure.

EHICLE ELIGIBILITY

To determine if a vehicle is eligible for the Secondary Air Pressure Sensor Limited Warranty

Extension, check the VIN in ElsaPro > Vehicle Data. If the warranty extension is applicable to the

vehicle, the "Enhanced Coverage" section of the "Vehicle Data" screen in ElsaPro will be populated

with the warranty extension parameters.

SAGA

WARRANTY CLAIM TYPE AND SERVICE NUMBER

Dealers must use the following claim type and service number when submitting warranty claims for the

Secondary Air Pressure Sensor Limited Warranty Extension.



Claim Type: 110



Service Number: 2666

3.63.1.15 FUEL INJECTOR LIMITED WARRANTY EXTENSION

Volkswagen has extended the Emissions Control Systems Warranty for fuel injector replacement

under specific conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s

original in-service date, for certain 2008 – 2012 Model Year Volkswagen 2.0 TFSI Engine vehicles with

engine codes CBFA and CCTA.

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