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Volkswagen of America, Inc.
Warranty Policies and Procedures Manual
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Policies and Procedures Manual | Foreword Page 2
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
FOREWORD
This document regulates handling and processing of warranty liabilities between authorized
Volkswagen dealers and Volkswagen of America, Inc. It is part of the Dealer Agreement Standard
Provisions, and should be used as a reference guide for Warranty Administrators and Service
Managers in their daily decision-making.
Any and all rights and obligations of Volkswagen and its authorized dealers are subject to any
applicable state or federal law or regulation.
The manual contains the following chapters:
What's New
Definitions and Abbreviations
Commonly Used Phone Numbers
1 General Warranty Guidelines
2 Warranty Administration
Warranty Coverage Verification
Warranty Claims
Repair Order Documentation
Reimbursement Policy
Warranty Parts Handling
Warranty Audits
3 Policy Application from A to Z
4 Vehicle Receipt, Storage and Customer Delivery
5 WorldAuto Certified Pre-Owned Limited Warranty Administration
6 Appendix: Warranty statements
Index
From time to time Warranty Bulletins will be published to modify existing warranty policies or add new
policies to the ones published in this manual. The Warranty Bulletin's policy will be incorporated into
the next scheduled revision of this manual.
© 2016 Volkswagen of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject
to the copyright and other intellectual property rights of Volkswagen of America, Inc., its affiliated companies and its licensors. All rights are
reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be
modified or reposted to other sites, without the prior expressed written permission of the publisher.
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Policies and Procedures Manual | What's New Page 3
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
WHAT'S NEW
Listed below are the sections from the manual which contain important updated information and a brief
description of the policy topic or change. Please read and become familiar with the updated
information in these sections.
WARRANTY BULLETINS INTEGRATED INTO THE MANUAL
The following Warranty Bulletins have been integrated into this edition of the manual.
WARRANTY BULLETIN
S
ECTION
NUMBER
VWP-15-11
Revision to Section 2.2 Warranty Claims of the Volkswagen Warranty
Policies and Procedures Manual
2.2
VWP-15-12
Revision to Section 4.1 New Vehicle Receipt of the Volkswagen
Warranty Policies and Procedures Manual
4.1
VWP-15-13 Injection Pump Limited Warranty Extension
1.2.8
3.63.1.21
VWP-15-14
Revisions to the Volkswagen Warranty Policies and Procedures
Manual due to the Launch of the Warranty Parts Portal (WPP)
2.5
3.7.2
VWP-15-15 VAS 6774 Fuel Identification Unit
2.3.2
3.63.1.20
VWP-16-01
Revision to Section 3.28 Loaner Vehicles of the Volkswagen
Warranty Policies and Procedures Manual
3.28
VWP-16-02
Revision to Option 1 (Consumer Price Index-Based Rate) of Section
2.4.2.2 Labor Rate Increase Options of the Volkswagen Warranty
Policies and Procedures Manual
2.4.2.2
VWP-16-03 Volkswagen-Approved Diagnostic Tools and Diagnostic Software 1.3
VWP-16-04 2017 Model Year Volkswagen Vehicle Warranty
1.1
1.2
3
6
VWP-16-05 Heater Core Limited Warranty Extension
1.2.8
3.63.1.22
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Policies and Procedures Manual | What's New Page 4
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CONTENT UPDATES
Section 3.23.2.1 7/70 California Emissions Warranty Tables: Added Model Year 2017 7/70
California Emissions Warranty component coverage table; removed Model Year 2006 7/70
California Emissions Warranty component coverage table.
Section 3.23.2.3 15/150 PZEV/AT-PZEV California Emissions Warranty Table: Added Service
Number 2666 Pressure Hose to the 15/150 PZEV/AT-PZEV California Emissions Warranty table.
Section 4.3 Customer Delivery: A correction was made to the sentence: The dealer is
responsible to notify Volkswagen, through SAGA, of the correct in-service date, which becomes
the warranty activation date. Sentence now reads: The dealer is responsible to submit the
correct in-service date, which becomes the warranty activation date.
Section 5.4 CPO Warranty Fees: Added e-Golf
Section 6.6 Federal Emissions Warranties: Updated EPA contact information
G
ENERAL EDITING UPDATES
VIM was replaced with OMDWeb
All references to 12-volt were changed to 6-volt/12-volt
The revision date in the footer of the manual was updated to "06/16"
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Policies and Procedures Manual | Table of Contents Page 5
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
TABLE OF CONTENTS
FOREWORD ................................................................................................................................ 2
WHAT'S NEW .............................................................................................................................. 3
TABLE OF CONTENTS ............................................................................................................... 5
DEFINITIONS AND ABBREVIATIONS ..................................................................................... 12
COMMONLY USED PHONE NUMBERS .................................................................................. 13
1 GENERAL WARRANTY GUIDELINES .............................................................................. 14
1.1 Overview of New Vehicle Warranties..................................................................... 14
1.2 Warranties at a Glance ............................................................................................ 15
1.2.1 New Vehicle Limited Warranty ...................................................................... 15
1.2.2 Powertrain Limited Warranty ......................................................................... 19
1.2.3 Hybrid System Limited Warranty ................................................................... 21
1.2.4 High-Voltage System Limited Warranty (All-electric models only) ................ 22
1.2.5 Limited Warranty Against Corrosion Perforation ........................................... 24
1.2.6 Federal Emissions Warranty ......................................................................... 26
1.2.7 California Emissions Warranty ...................................................................... 28
1.2.8 Volkswagen Limited Extension Warranties ................................................... 29
1.2.9 Volkswagen Parts and Accessories Limited Warranty .................................. 33
1.3 General Guidelines .................................................................................................. 34
1.4 General Exclusions from Coverage ....................................................................... 37
2 WARRANTY ADMINISTRATION ....................................................................................... 39
2.1 Warranty Coverage Verification ............................................................................. 39
2.1.1 Delivery Date Discrepancies ......................................................................... 39
2.1.2 Voided Warranty ............................................................................................ 40
2.1.3 Warranty Reinstatement ................................................................................ 40
2.2 Warranty Claims ...................................................................................................... 41
2.2.1 Time Limits to File a Claim ............................................................................ 42
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.2.2 Personnel Authorized to Code/Enter Warranty Claims ................................. 43
2.3 Repair Order Documentation ................................................................................. 43
2.3.1 Required Information on Repair Order .......................................................... 43
2.3.2 Required Documentation with Repair Order ................................................. 45
2.3.3 Documentation for Paint and Corrosion Claims ............................................ 47
2.3.4 Documentation for Parts Warranty Claims .................................................... 47
2.3.5 Document Retention ...................................................................................... 48
2.3.6 Storage, Access to, and Reproduction of Dealer Records ............................ 48
2.4 Reimbursement Policy ............................................................................................ 50
2.4.1 Reimbursement of Parts ................................................................................ 50
2.4.2 Reimbursement of Labor ............................................................................... 54
2.4.3 Reimbursement of Sublet Repairs ................................................................ 63
2.5 Warranty Parts Return Center Requirements ....................................................... 64
2.5.1 Warranty Parts Shipment .............................................................................. 64
2.5.2 Warranty Parts Retention, Storage and claim follow-up at the Dealership ... 67
2.5.3 Documentation for Parts Requested by the Warranty Parts Return Center .. 68
2.5.4 Packing Parts Requested by the Warranty Parts Return Center................... 69
2.5.5 Part Retention at the Warranty Parts Return Center ..................................... 70
2.5.6 Part Return from the Warranty Parts Return Center ..................................... 70
2.5.7 Scrapping Parts ............................................................................................. 71
2.6 Warranty Audits ....................................................................................................... 72
2.6.1 Warranty Audit Procedures ........................................................................... 72
2.6.2 Who Performs Warranty Audits ..................................................................... 73
2.6.3 Parts Retention for Warranty Audits .............................................................. 73
3 POLICY APPLICATION FROM A TO Z ............................................................................. 74
3.1 Accidents/Fire Damages/Safety Concerns ........................................................... 74
3.2 Add-On Repairs ....................................................................................................... 75
3.3 Address Change/Ownership Change .................................................................... 75
3.4 Adjustments ............................................................................................................. 75
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.5 Air Conditioner ........................................................................................................ 75
3.6 Airbags ..................................................................................................................... 76
3.7 Audio ........................................................................................................................ 77
3.7.1 Direct Exchange ............................................................................................ 77
3.7.2 Non-Direct Exchange .................................................................................... 82
3.8 Battery Vehicle...................................................................................................... 85
3.8.1 Policy for 6-Volt/12-Volt Original Equipment Battery ..................................... 85
3.8.2 Genuine Volkswagen 6-Volt/12-Volt Replacement Battery Limited Warranty 85
3.8.3 Volkswagen Economy 6-Volt/12-Volt Replacement Battery Limited
Warranty (for battery part numbers beginning with JZW) .............................. 90
3.8.4 Genuine Volkswagen 6-Volt/12-Volt Replacement Battery Drop-Ship
Program ......................................................................................................... 90
3.9 Battery Test .............................................................................................................. 91
3.9.1 Policy for All Vehicle Battery Warranty Claims .............................................. 91
3.9.2 Battery Test and Maintenance Procedures ................................................... 91
3.10 Brake Disc/Drums, Machining ................................................................................ 92
3.11 Brake Noise/Squeal ................................................................................................. 92
3.12 Brake Pads/Shoes and Discs/Drums ..................................................................... 92
3.13 Bulbs......................................................................................................................... 93
3.14 Cabrio and Convertible Top Repairs ..................................................................... 94
3.15 Campaigns and Updates......................................................................................... 94
3.16 CD Changer .............................................................................................................. 94
3.17 Clutch Disc [Excludes Direct Shift Gearbox (DSG)]............................................. 95
3.18 Customer Care ......................................................................................................... 95
3.19 Customer Loyalty Assistance Program ................................................................ 96
3.20 Distributor Cap, Rotor, High Tension Wires ......................................................... 96
3.21 Emergency Repairs ................................................................................................. 96
3.22 Emissions Testing of Vehicles with Full-Time All-Wheel Drive .......................... 97
3.23 Emissions Warranties ............................................................................................. 97
3.23.1 8/80 Federal Emissions Warranties Component Coverage .......................... 99
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.23.2 California Emissions Warranties Tables ...................................................... 101
3.24 Exported and Imported Vehicles .......................................................................... 123
3.24.1 Exported Vehicles/Warranty Outside of the United States .......................... 123
3.24.2 Imported Vehicles Without United States Specifications ............................. 124
3.25 Glass ....................................................................................................................... 124
3.26 Headphones, Unwired (Routan) ........................................................................... 125
3.27 Lemon Law State Lemon Law Hearings and Arbitration Hearings................ 125
3.28 Loaner Vehicles ..................................................................................................... 126
3.29 Maintenance ........................................................................................................... 127
3.29.1 General ........................................................................................................ 127
3.29.2 Volkswagen Carefree Maintenance Program .............................................. 128
3.29.3 Carefree Maintenance Coverage for Interim Oil Changes for Certain 2009
2015 MY Volkswagen TDI
®
Engine Vehicles Registered in the States of
Illinois and Minnesota Only.......................................................................... 130
3.30 Main Wiring Harness ............................................................................................. 131
3.31 Mediation/Arbitration Programs/Special Extensions ......................................... 132
3.32 Mufflers Volkswagen Limited Lifetime Warranty ............................................. 132
3.32.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock
Absorbers, Struts and Strut Inserts ............................................................. 132
3.33 Odometer Replacement ........................................................................................ 133
3.33.1 Altered Odometer Reading .......................................................................... 134
3.34 Oil Quality Standards (Engine Oil) ....................................................................... 134
3.35 Paint and Corrosion Repairs ................................................................................ 134
3.36 Parts Damaged Parts ......................................................................................... 136
3.37 Parts Genuine Parts ........................................................................................... 137
3.38 Parts Ordering .................................................................................................... 139
3.39 Parts Replace-Only Components...................................................................... 140
3.40 Pick-Up and Delivery Service for Touareg .......................................................... 141
3.41 Productivity Repair Shop................................................................................... 141
3.42 Repair Versus Replace.......................................................................................... 142
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.43 Radio/CD Changer ................................................................................................. 142
3.44 Repairs Completed at or Near Warranty Expiration ........................................... 143
3.45 Repurchased (Reacquired) Vehicles ................................................................... 143
3.46 Repeat Repairs/Shop Comebacks ....................................................................... 144
3.47 Road Test Labor Operations ................................................................................ 144
3.48 Roadside Assistance ............................................................................................ 144
3.49 Safety Belts ............................................................................................................ 145
3.50 Service Xpress (VW Brand Approved) ................................................................ 146
3.51 Seat Covers ............................................................................................................ 147
3.52 Shock Absorbers Volkswagen Limited Lifetime Warranty ............................. 147
3.53 Struts and Strut Inserts Volkswagen Limited Lifetime Warranty................... 147
3.54 Sunroof ................................................................................................................... 147
3.55 Technician Efficiency ............................................................................................ 148
3.56 Technician Helpline/VTA Case Number .............................................................. 148
3.57 Technician Time Recording .................................................................................. 150
3.58 Tires ........................................................................................................................ 153
3.59 Towing .................................................................................................................... 154
3.60 Transmission Repair vs. Replacement................................................................ 155
3.61 Tuning and Modifications of the Vehicle............................................................. 155
3.62 Update Technical Bulletins................................................................................... 156
3.63 Warranty Extensions ............................................................................................. 156
3.63.1 Volkswagen Limited Extension Warranties ................................................. 156
3.63.2 Warranty Extension for Demonstrator, Service Loaner, Driver Education,
Dealer Daily Rental or VWoA Company Cars ............................................. 191
3.64 Warranty Repair Acceptance Process in WISE .................................................. 192
3.65 Wear and Tear Covered Components NVLW ................................................... 192
3.66 Wheel Alignment and Balance ............................................................................. 192
3.67 Wiper Blades .......................................................................................................... 193
4 VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY ..................................... 194
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1 New Vehicle Receipt.............................................................................................. 194
4.1.1 Transportation Inspection ............................................................................ 194
4.1.2 Transportation Claim Damage Claim Type 9T1 ....................................... 197
4.1.3 Warranty Claim Damage Claim Type 910 ................................................ 199
4.1.4 Transportation Claims Claim Type 9T1 .................................................... 200
4.2 Vehicle Inventory Storage/Maintenance.............................................................. 202
4.3 Customer Delivery ................................................................................................. 205
5 WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY ADMINISTRATION .. 206
5.1 Vehicle Eligibility ................................................................................................... 207
5.2 Inspection & Certification ..................................................................................... 207
5.2.1 WorldAuto Certified Pre-Owned Vehicle Certification Request ................... 208
5.2.2 Denial of Certification Request/Cancellation ............................................... 209
5.3 Warranty Initiation ................................................................................................. 209
5.4 CPO Warranty Fees ............................................................................................... 210
5.5 Administrative Fee for Non-Standard Parameters of the WorldAuto CPO
Program ................................................................................................................. 210
5.6 Customer/Dealer Deductible ................................................................................ 211
5.7 Warranty Transfer.................................................................................................. 211
5.8 Dealer Confirmation of Coverage ........................................................................ 211
5.9 Inquiries/Literature ................................................................................................ 212
5.10 Dealer Compliance with Federal Trade Commission Used Motor Vehicle Rule212
6 APPENDIX: WARRANTY STATEMENTS ........................................................................ 213
6.1 New Vehicle Limited Warranty ............................................................................. 213
6.1.1 What is Covered .......................................................................................... 213
6.1.2 What is Not Covered ................................................................................... 214
6.2 Powertrain Limited Warranty ................................................................................ 218
6.2.1 What is Covered .......................................................................................... 218
6.2.2 What is Not Covered ................................................................................... 219
6.3 Hybrid System Limited Warranty ......................................................................... 222
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
6.3.1 What is Covered .......................................................................................... 222
6.3.2 What is not covered ..................................................................................... 223
6.4 High-Voltage System Limited Warranty (All-electric models only) .................. 226
6.4.1 What is Covered .......................................................................................... 226
6.4.2 What is not covered ..................................................................................... 228
6.5 Limited Warranty Against Corrosion Perforation............................................... 231
6.5.1 What is Covered .......................................................................................... 231
6.5.2 What is Not Covered ................................................................................... 232
6.6 Federal Emissions Warranties ............................................................................. 234
6.6.1 General Warranty Information ..................................................................... 234
6.6.2 Federal Emissions Control System Defect Warranty .................................. 235
6.6.3 Federal Emissions Performance Warranty .................................................. 236
6.7 California Emissions Warranties ......................................................................... 241
6.8 Volkswagen Parts and Accessories Limited Warranty ...................................... 248
6.9 Replacement Muffler, Shock Absorber, Strut, Strut Insert ................................ 250
6.10 WorldAuto Certified Pre-Owned Limited Warranty ............................................ 252
INDEX ...................................................................................................................................... 256
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Policies and Procedures Manual | Definitions and Abbreviations Page 12
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
DEFINITIONS AND ABBREVIATIONS
DEFINITIONS AND ABBREVIATIONS
AIAG
Automotive Industry Action Group
BBB
Better Business Bureau
CARB
California Air Resources Board
CFR
Code of Federal Regulations (U.S.)
CPO
Certified Pre-Owned
Customer/Owner
Volkswagen product owner
Dealer(ship)
Authorized Volkswagen Dealer or Authorized Service Center
ECM
Electronic Control Module
EPA
Environmental Protection Agency
ERO
Electronic Repair Order
FOM
Fixed Operations Manager
GF
Guided Functions
GFF
Guided Fault Finding
HAZMAT
Hazardous Material
MAT
Minimum Allowed Thickness
MIL
Malfunction Indicator Lamp
MY
Model Year
NHTSA
National Highway Traffic Safety Administration
NVLW
New Vehicle Limited Warranty
PDC
Parts Distribution Center
PDI
Perfect Delivery Inspection
QTM
Quality Technical Manager
R.O.
Repair Order
SRT
Suggested Repair Times
STI
Subject to Inspection
TCM
Transmission Control Module
U.S.
United States of America and its territories
VCOP
Volkswagen Castrol Oil Program
VIN
Vehicle Identification Number
Volkswagen
Volkswagen of America, Inc. an operating unit of Volkswagen Group of
America, Inc. ("Volkswagen of America, Inc.”)
VWoA
Volkswagen of America, Inc.
VWGoA
Volkswagen Group of America, Inc.
WFM
Warranty Field Manager
WISE
Warranty Information and Service Evaluation website
WPRC
Warranty Parts Return Center
WPP
Warranty Parts Portal
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Policies and Procedures Manual | Commonly Used Phone Numbers Page 13
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
COMMONLY USED PHONE NUMBERS
COMMONLY USED PHONE NUMBERS
Accounts Receivable: 1-905-428-6700
Automotive Warranty Services:
(formerly Ryan Warranty Services)
1-800-909-7926
Customer CARE Center: 1-800-822-8987
NAVTEQ 1-888-628-6277
Roadside Assistance: 1-800-411-6688
Systems Help Desk: 1-866-892-3375
Technical Assistance: 1-800-678-2389
Tools and Equipment Programs:
(Equipment Solutions)
1-800-892-9650
Volkswagen Transportation
Damage Claims Department:
1-877-365-0343
Archway (formerly Resolve): 1-800-544-8021
Volkswagen Warranty 1-866-306-8447
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General Warranty Guidelines | Overview of New Vehicle Warranties Page 14
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1 GENERAL WARRANTY GUIDELINES
1.1 OVERVIEW OF NEW VEHICLE WARRANTIES
OVERVIEW OF WARRANTIES MODEL YEAR 2006 2017
New Vehicle Limited
Warranty MY 2009 - 2017
MY 2009 - 2015
6-volt/12-volt
original
equipment
battery 2/24
3/36
1
New Vehicle Limited
Warranty MY 2006 - 2008
4/50
Powertrain Limited
Warranty MY 2011 - 2017
All models except Touareg 5/60 Touareg 10/100
Powertrain Limited
Warranty MY 2006 - 2010
5/60
Hybrid System Limited
Warranty
certain hybrid system parts 8/100
High-Voltage System
Limited Warranty (all-
electric models only)
certain high-voltage system parts 5/60
high-voltage battery (defects in
material and workmanship and
net capacity loss below 70%)
8/100
Limited Warranty Against
Corrosion Perforation
MY 2006 2015: 12/unlimited
2
MY 2016 - 2017: 12/120
Federal Emissions
Warranty (not applicable
for all-electric models)
certain
emission parts
2/24
certain emission parts 8/80
California Emissions
Warranty (not applicable
for all-electric models)
any emission related part
3/50
specific control devices
7/70
specific control
devices 8/100
3
PZEV/
AT-PZEV
15/150
4
Extension Warranties
--- various coverage ---
Parts and Accessories
Limited Warranty
1/12
1
3/36… 3 years or 36,000 mi, whichever occurs first
2
excludes Routan which is covered for 3/unlimited for all sheet metal panels and 5/100 for outer-body sheet metal panels
3
2009, 2010, 2012, 2013, 2014 Routan only
4
10/150 for High-Voltage batteries in AT-PZEV Hybrid models
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General Warranty Guidelines | Warranties at a Glance Page 15
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2 WARRANTIES AT A GLANCE
1.2.1 NEW VEHICLE LIMITED WARRANTY
NEW VEHICLE LIMITED
WARRANTY
MODEL
YEAR
MODEL
DURATION*
YEARS MILES
USA 2009 - 2017 All models 3 36,000 mi**
USA 2006 - 2008 All models 4 50,000 mi
*whichever occurs first
** MY 2009 2015 6-volt/12-volt original equipment battery covered 2 years/24,000 miles, whichever occurs
first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
Defects in material or workmanship, except as noted under exclusions.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
MY 20092015: 6-volt/12-volt original equipment battery after 2 years or 24,000 miles, whichever
occurs first, see 3.8.1 Policy for 6-Volt/12-Volt Original Equipment Battery.
Wheel alignment*, except for Touareg vehicles. Wheel alignment on all model year Touareg
vehicles will be allowed once between 1,000 miles and 6,000 miles in-service if supported by a
customer concern.
*Exception: Wheel alignment will be covered when required to correct a defect in manufacturer's
material or workmanship present at the time of delivery of the vehicle to the original purchaser or
the original lessee; or if the vehicle is first placed in service as a "demonstrator" or "company car"
on the date such vehicle is first placed in service.
Tire balance* and the repair or replacement of tires. Tires are warranted by the tire manufacturer.
*Exception: Tire balance will be covered when required to correct a defect in manufacturer's
material or workmanship present at the time of delivery of the vehicle to the original purchaser or
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General Warranty Guidelines | Warranties at a Glance Page 16
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
the original lessee; or if the vehicle is first placed in service as a "demonstrator" or "company car"
on the date such vehicle is first placed in service.
Vehicle graphics, such as 3M Second Skin. Vehicle graphics are warranted by the graphics’
manufacturer.
Unwired headphones (Routan). Unwired headphones are warranted by the headphone
manufacturer.
The cost of parts and labor in performing scheduled maintenance described in the Owner's
Manual or the maintenance section of the Warranty and Maintenance booklet.
Glass breakage, unless due to a defect in material or workmanship.
Service adjustments not usually involving replacement of parts after 1 year or 12,000 miles,
whichever occurs first.
Normal wear and exposure: Applies to various items such as paint, metal or plastic trim,
appearance and wear and tear items. Imperfections are normally apparent during or shortly after
delivery. Certain wear and tear components have limited coverage, see 1.2.1.1 Wear and Tear
Covered Components - NVLW.
For further information refer to Appendix: Warranty Statements.
1.2.1.1 WEAR AND TEAR COVERED COMPONENTS - NVLW
NVLW: The wear and tear components identified in tables 20132017 MY WEAR AND TEAR
COVERED COMPONENTS and 2007 2012 MY WEAR AND TEAR COVERED COMPONENTS, are
covered for wear and tear for 1 year or 12,000 miles, whichever occurs first, unless stated otherwise.
Listed wear and tear components are covered for defects in material or workmanship for the entire
NVLW period.
2013 2017 MY WEAR AND TEAR COVERED COMPONENTS
SERVICE
N
UMBER
COMPONENT
SERVICE
N
UMBER
COMPONENT
4623 rear brake shoes 4650 front brake discs
4636
front brake pads
4653
rear brake discs
4638
rear brake pads
9227
front wiper blade*
4646 rear brake drums
9243 rear wiper blade*
*covered for 6 months/6,000 miles, whichever occurs first
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General Warranty Guidelines | Warranties at a Glance Page 17
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2007 2012 MY WEAR AND TEAR COVERED COMPONENTS
SERVICE
NUMBER
COMPONENT
SERVICE
NUMBER
COMPONENT
4623 rear brake shoes 9437 brake light bulb
4636 front brake pads 9467 fog light halogen bulb
4638 rear brake pads 9469 rear fog light bulb
4646 rear brake drums 9475 back-up light bulb
4650
front brake discs
9622
dome light bulb
4653 rear brake discs 9632 air jet bulb
9227 front wiper blade*
9641 luggage compartment bulb
9243
rear wiper blade*
9647 map light bulb
9429
license plate bulb
9654
fresh air/heater regulator bulb
9433
tail light bulb
9659
glove compartment light bulb
9435 rear turn bulb
All other light bulbs, with the exception of Halogen/Xenon headlights. Halogen/Xenon headlights, replaced for
wear, are covered for the entire NVLW period.
*covered for 6 months/6,000 miles, whichever occurs first
B
RAKE PADS/SHOES AND DISCS/DRUMS
(Also see section 3.10 Brake Disc/Drums, Machining.)
MY 2007 2017
Brake pads/shoes and discs/drums worn beyond published wear limits are covered for wear and
tear for one year or 12,000 miles, whichever occurs first. Wear specifications must be
documented. Refer to ElsaPro Repair Manual for published brake pad/shoe and disc/drum wear
limits.
Brake pads/shoes and brake discs/drums are covered for defects in material or workmanship for
the entire NVLW period.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CONDITIONS FOR REPLACEMENT OF BRAKE DISCS/DRUMS UNDER WARRANTY
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
NOT
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
Defects in material and/or workmanship for the
entire NVLW period
Customer/Dealer cause
Outside influence
Brake discs/drums are considered defective if they
exhibit:
Brake disc/drum conditions that are not covered
include, but are not limited to:
Cracks Corrosion
Breaks
Localized overheating/hotspots
Porous casting
Damage due to improper removal of components
Or if:
Damage to brake disc/drum due to exceeding wear
limits (e.g., metal to metal friction)
DISCS:
Measure below minimum thickness (from MY 2007:
less than 1 year/12,000 miles, whichever occurs first)
(Refer to ElsaPro for specifications)
Damage due to improper operation of the vehicle
Exceed runout specification (refer to Technical
Bulletin 2015173 for specifications)
DRUMS:
Exceed maximum diameter
The Brake Disc Measurement Form must be filled out whenever brake discs are replaced, and attached to
the repair order for the vehicle. A copy of the completed form must also be sent together with replaced discs
if they have been requested by the Warranty Parts Return Center.
W
IPER BLADES
MY 2007 2017
Covered for 6 months/6,000 miles, whichever occurs first, for wear and tear. Covered for defects
in material or workmanship for the entire NVLW period.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.2 POWERTRAIN LIMITED WARRANTY
POWERTRAIN LIMITED
WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA
2011 - 2017
All models except
Touareg
5 60,000 mi
2011 - 2017 Touareg 10 100,000 mi
USA 2006 - 2010 All models 5 60,000 mi
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
Engine: cylinder block and all internal parts, cylinder head and all internal parts, valve train, spur
belt, flywheel, oil pump, water pump, intake manifold, related seals and gaskets.
Transmission: case and all internal parts, torque converter, seals and gaskets, transmission
E.C.M.
Drivetrain: differential and all internal parts, driveshaft and constant velocity (C.V.) joints.
A listing of covered components (including service numbers) can be found on WISE under Resource
Center/Powertrain Service Numbers.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
Mechanical adjustments due to normal use such as idle speed adjustments, etc.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
POWERTRAIN LIMITED WARRANTY COMPONENT COVERAGE CHART
Item
(Refer to ElsaPro
for Service Number)
Covered?
Details
Yes No
Engine: Cylinder Block
Cylinder block and cylinder head includes all internal
parts.
Flywheel
Repairs resulting from an outside influence such as
damaged teeth due to a defective starter or clutch wear
are not covered.
Cylinder Head
For defects in material or workmanship.
Valve Train
Includes valves, camshaft, timing gears, timing chains,
and spur belt.
Oil Pump
For defects in material or workmanship.
Water Pump
For defects in material or workmanship. Note, slight
seepage is normal and is not considered a defect.
Water Pump Pulley
Not covered.
G-Charger (Turbocharger)
This item may also be covered as an emission warranty
component. See California emission component
coverage section
Fuel System Controls
Not covered.
Injection Pump
For defects in material or workmanship.
Intake Manifold
For defects in material or workmanship.
Exhaust Manifold
This item may be covered as an emission warranty
component. See emission component coverage
sections Federal and California. The Exhaust Manifold
gasket (2609) is covered.
Engine Seals and Gaskets
Leaking or related to covered components. Seeping is
normal, and is not a warranty concern.
Clutch Components
Not covered.
Torque Converter
For defects in material or workmanship.
Transmission
Includes case and all internal parts.
Transmission Seals and
Gaskets
Related to covered components.
Transmission Controls
Not covered.
Transmission ECM
Requires Volkswagen-approved diagnostic
tools/GFF/GF printout attached to the R.O.
Transmission Oil Cooler
For defects in material and workmanship.
Differential
Includes all internal parts.
Driveshafts
For defects in material or workmanship.
C.V. Joints
For defects in material or workmanship.
C.V. Joint Boots
Not covered.
Wheel Bearings
Not covered.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.3 HYBRID SYSTEM LIMITED WARRANTY
HYBRID SYSTEM
LIMITED WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA 20112016 All Hybrid 8 100,000 mi
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
High-voltage battery (including protective box)
Battery energy control module
Battery cooling system (including battery fans, housing, and air induction vents)
Hybrid electric motor
Hybrid electric motor clutch
Hybrid electric motor clutch actuator
Power electronics (inverter and converter)
High-voltage cables (including connection boxes, safety plugs and pilot line cable system)
Electronic control module (ECM)
Electric A/C compressor (Touareg Hybrid only)
Power steering system (including pump and control module)
Electric transmission oil pump (including control module)
Hybrid components can only be serviced by a certified Volkswagen Hybrid Specialist.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.4 HIGH-VOLTAGE SYSTEM LIMITED WARRANTY (ALL-ELECTRIC MODELS
ONLY)
HIGH-VOLTAGE SYSTEM
LIMITED WARRANTY
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
USA
Certain high-
voltage system
parts
20152017
All-electric
models
only
5 60,000 mi
USA
High-voltage
battery
(The high-voltage
battery is covered
for defects in
material and
workmanship and
for net capacity
loss below 70%.)
20152017
All-electric
models
only
8 100,000 mi
*whichever occurs first
START OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERAGE
High-voltage battery
The high-voltage battery is warranted for 8 years or 100,000 miles, whichever occurs first, for
defects in material and workmanship and for net capacity loss below 70%. The battery net
capacity coverage includes any repairs needed to return battery net capacity to a level of 70%.
Coverage may not return the high-voltage battery to an “as new” condition with 100% net capacity,
but it will provide the vehicle with a net capacity level of at least 70%. Gradual reduction in battery
net capacity over time is integral to the nature of the components and does not represent a defect
under the terms of this warranty, as long as the reduction in net capacity is not in excess of 30%.
The warranty on the high-voltage battery does not apply if a defect has been caused by the
battery not being used, handled or maintained as described in the owner’s manual.
Power electronics, which consists of the DC-to-DC converter and pulse inverter
Electric motor
High-voltage air conditioning
High-voltage heating
Charger for high-voltage battery
Charging socket for high-voltage battery
Orange high-voltage cables and connectors
High-voltage components can only be serviced by a certified Volkswagen High-Voltage Specialist.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of defective parts.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
E
XCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Damage or malfunctions caused by improper charging of the high-voltage system.
Damage or malfunctions caused by improper storage or handling of the high-voltage vehicle,
including parking the vehicle for more than 24 hours when the ambient temperature is higher than
118°F.
Damage or malfunctions caused by operation of the high-voltage vehicle in areas flooded with
water higher than the bottom of the vehicle body.
Vehicles sold for commercial use, e.g. taxi, courier or delivery service or limousine. This includes
vehicles that were originally used for commercial purposes and later sold to a non-commercial
owner.
Parts requiring repair or replacement due to normal wear and tear.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.5 LIMITED WARRANTY AGAINST CORROSION PERFORATION
MODEL YEAR MODEL
D
URATION
*
YEARS MILES
2009 - 2014 Routan
All Sheet Metal Panels 3 unlimited
Outer-Body Sheet Metal Panels
one that is finish-painted and that
someone can see when walking
around the vehicle
5 100,000 mi
2016 - 2017 All models 12 120,000 mi
2009 - 2015 Tiguan 12 unlimited
2007 - 2015 Eos 12 unlimited
2006 - 2015 Passat, CC, GTI, Rabbit, Golf 12 unlimited
2005 - 2015 Jetta 12 unlimited
2004 - 2015 Touareg 12 unlimited
2004 - 2006 Phaeton 12 unlimited
1998 - 2015 Beetle, Beetle Convertible 12 unlimited
1999 - 2009 Golf (A4), Jetta (A4) 12 unlimited
1998 - 2005 Passat (B5) 12 unlimited
2000 - 2003 Eurovan 8 unlimited
1999 - 2002 Cabrio 6 unlimited
1997 - 1999 Golf (A3), Jetta (A3) 6 unlimited
1995 - 1997 Passat (B4) 6 unlimited
1995 - 2005
2002 - 2003
2002 - 2003
Winnebago Rialta
Winnebago Vista
Itasca Sunstar
N/A N/A
*whichever occurs first
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
COVERED REPAIRS
Body sheet metal panels that have been perforated by rust except as noted under exclusions.
Corrosion repairs must be pre-authorized. Verification of warranty coverage is obtained by completing
the Warranty Repair Acceptance Process on WISE (see section 3.64 Warranty Repair Acceptance
Process in WISE), with the following exceptions:
Corrosion issues addressed through an applicable technical bulletin, or
Corrosion repairs under 50 time units
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
EXCLUSIONS
As stated in 1.4 General Exclusions from Coverage.
Surface corrosion.
Corrosion perforation resulting from failure to promptly repair paint damage, damaged
undercoating or surface corrosion.
Corrosion perforation due to failure to wash or otherwise regularly care for the vehicle as
described in the Owner's Manual.
Corrosion perforation caused by unrepaired collision damage or improper collision repair.
Corrosion perforation caused by the use of inferior rust proofing agents or methods.
Corrosion resulting from damage caused by fallout, sandblasting, salt, foreign material deposits
(bird droppings, tree sap, etc.), stone chips, or car wash chemicals.
Use damage code 0003. For corrosion claims within the NVLW period or for corrosion claims outside
of the NVLW period use claim type 160.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.6 FEDERAL EMISSIONS WARRANTY
FEDERAL EMISSIONS
WARRANTY**
MODEL
YEAR
MODEL
D
URATION
*
YEARS MILES
Certain emission parts 1995 - 2017 All models 2 24,000 mi
Catalytic Converter and
Particulate Filter
Engine Electronic Control
Module (ECM) [Powertrain
Control Module Routan]
Onboard emission
diagnostic device
1995 - 2016 All models 8 80,000 mi
Catalytic Converter and
Particulate Filter
Engine Electronic Control
Module (ECM)
Transmission Control
Module (TCM)
Selective Catalytic
Reduction (AdBlue
®
) Control
Module
On-Board Diagnostic Device
(OBD)
2017 All models 8 80,000 mi
HVAC Control Module
(without TME HV Battery
Thermo-Management
Electronic)
HV Battery TME Control
Module
Power Electronics Module
(for Electric Drive)
HV Battery Regulation
Control Module
HV Battery Charging Control
Module
ESC Control Module
(Electronic Stability Control)
Electro Mechanical Brake
Servo (Brake Booster)
2017
Additionally
for Hybrid
and Plug-in
Hybrid
models
8 80,000 mi
*whichever occurs first
**not applicable for all-electric models
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
FEDERAL EMISSION WARRANTIES
Emissions Control System Defect Warranty: Emission related parts that fail to conform with EPA
regulations due to a defect in material or workmanship (coverage period is 2 years or 24,000
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
miles, whichever occurs first for any emission related part and 8 years or 80,000 miles, whichever
occurs first for specific control devices).
Emissions Control System Performance Warranty: Emission related parts that fail to pass an
Inspection and Maintenance (I/M) test or inspection (coverage period is 2 years or 24,000 miles,
whichever occurs first for any emission related part and 8 years or 80,000 miles, whichever occurs
first for specific control devices).
For detailed information refer to 3.23 Emissions Warranties and 6.6 Federal Emissions
Warranties.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.7 CALIFORNIA EMISSIONS WARRANTY
CALIFORNIA EMISSION WARRANTIES**
MODEL
YEAR
D
URATION
*
YEARS MILES
Any emission related part 1994 - 2017 3 50,000 mi
Specific control devices 1994 - 2017 7 70,000 mi
Specific control devices (Routan only)
2009, 2010,
2012, 2013,
2014
8 100,000 mi
California Partial Zero Emissions Vehicles
(PZEV)/Advanced Technology Partial Zero
Emissions Vehicles (AT-PZEV): any emission
related part***
2003 - 2017 15 150,000 mi
*whichever occurs first
**not applicable for all-electric models
***10/150 for high-voltage batteries in AT-PZEV hybrid models
S
TART OF WARRANTY PERIOD
As stated in 1.3 General Guidelines.
CALIFORNIA EMISSION WARRANTIES
Emissions Control System Defect Warranty: Emission related parts that fail to conform with CARB
regulations due to a defect in material or workmanship
Emissions Control System Performance Warranty: Emission related parts that fail to pass an
emission Smog Check inspection
For detailed information refer to sections 3.23 Emissions Warranties and 3.23.2 California Emissions
Warranties Tables and 6.7 California Emissions Warranties.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.2.8 VOLKSWAGEN LIMITED EXTENSION WARRANTIES
For detailed information on Volkswagen Limited Extension Warranties see 3.63 Warranty Extensions.
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST
)
ENHANCED OIL
SLUDGE LIMITED
WARRANTY EXTENSION
USA 2001 - 2004 Passat 1.8T 10 120,000 mi
Claim Type:
110
Service Number:
S617
Technical Bulletin:
2013233
ENGINE COOLANT
TEMPERATURE (ECT)
SENSOR LIMITED
WARRANTY EXTENSION
USA
2001 - 2003 Passat 1.8T
10 100,000 mi
2001
New Beetle 1.8T AWV or AWW
Golf
1.8T AWV or AWW
GTI 1.8T AWV or AWW
Jetta
1.8T AWV or AWW
2004
GTI
Jetta GLI
2.8L
2.8L
Claim Type:
1E1
Service Number:
2462
Technical Bulletin: N/A
CENTER HIGH-MOUNTED
STOPLIGHT
LEDS
LIMITED WARRANTY
EXTENSION
Less than 7 years:
Applicable if any
CHMSL LED
stops working
7 - 10 years:
Applicable if any
of the CHMSL
LED groups
completely stops
working or within
all 4 LED groups
6 or more
individual LEDs
stop working
USA
2006 - 2009 GTI All
10 unlimited
2008 R32 All
Claim Type:
110
Service Number:
9470
Technical Bulletin: N/A
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
DSG GEARBOX
TRANSMISSION LIMITED
WARRANTY EXTENSION
All covered
vehicles must be
equipped with a
DSG transmission
AND have a
production date
from 02/19/07 thru
08/06/09
USA 2007 - 2010
Eos, GTI,
R32, Jetta,
Jetta SportWagen,
Passat Wagon,
CC
All 10 100,000 mi
Claim Type:
1PT
1SP
Service Number:
3511
3490
3925
3474
3472
3461
3460
3059
3060
3435
Technical Bulletin:
N/A
CATALYTIC CONVERTER
LIMITED WARRANTY
EXTENSION
USA
2004
New Beetle
Convertible
2.0L BGD
10 120,000 mi
2004 - 2005
Golf
2.0L BEV
Jetta
2.0L BEV
New Beetle Sedan
2.0L BEV
2006
Golf
2.0L BEV
Claim Type:
1E1/1E2
Service Number:
2673
Technical Bulletin: 2023049
WINDOW REGULATOR
CABLE LIMITED
WARRANTY EXTENSION
USA 2007 - 2011 Eos All 5 unlimited
Claim Type:
110
Service Number:
6452
Technical Bulletin:
N/A
TRANSMISSION VALVE
BODY LIMITED
WARRANTY EXTENSION
USA
2003 2006
New Beetle/
New Beetle
Convertible
All with AQ-250
automatic
transmission
7 100,000 mi
2005 2008 Jetta/Rabbit
All with AQ-250
automatic
transmission
2006 2008
Passat Sedan/
Wagon
All with AQ-250
automatic
transmission
Claim Type:
1PT
Service Number: 3877
Technical Bulletin:
N/A
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
INTAKE CAMSHAFT,
CAMSHAFT FOLLOWER
AND HIGH PRESSURE
FUEL PUMP LIMITED
WARRANTY EXTENSION
USA 2006 2007
Jetta / Jetta
Wagon
2.0L BPY
10 120,000 mi
GTI
2.0L BPY
Eos
2.0L BPY
Passat Sedan /
Wagon
2.0L BPY
Claim Type:
1PT
Service Number: 1505
Technical Bulletin:
2015153
FUEL PRESSURE SENSOR
LIMITED WARRANTY
EXTENSION
USA 2007 2008
Jetta
2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0LTFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
110
Service Number:
2409
Technical Bulletin:
2027458
INTAKE MANIFOLD
RUNNER CONTROL
MOTOR LIMITED
WARRANTY EXTENSION
USA 2006 2008
Jetta
2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0L TFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
110
Service Number:
2447
Technical Bulletin: 2027457
POSITIVE CRANKCASE
VENTILATION
(PCV)
VALVE LIMITED
WARRANTY EXTENSION
USA 2006 2008
Jetta 2.0L TFSI BPY
10 120,000 mi
GTI
2.0L TFSI BPY
Eos
2.0L TFSI BPY
Passat Sedan /
Wagon
2.0L TFSI BPY
Claim Type:
1PT
Service Number:
1726
Technical Bulletin:
2027454
FRONT WHEEL BEARINGS
LIMITED WARRANTY
EXTENSION
USA 2009 2010 Routan All 5 90,000 mi
Claim Type:
110
Service Number:
4067
Technical Bulletin:
2028396
ENGINE EXHAUST FLAP
LIMITED WARRANTY
EXTENSION
USA 2009 2013
Certain 2.0L TDI
®
engine vehicles
CBEA
CJAA
CKRA
10 120,000 mi
Claim Type:
110
Service Number:
2671
Technical Bulletin: 2031583
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
SECONDARY AIR
PRESSURE SENSOR
LIMITED WARRANTY
EXTENSION
USA
2009
Rabbit (A5)
CBUA, CBTA
10 120,000 mi
2009
Jetta Wagon (A5)
CBUA, CBTA
2009
Jetta (A5)
CBUA, CBTA
2010
Jetta (A5)
CBUA
2010 2012
Jetta SportWagen
(A6)
CBUA
2011 2012
Jetta (A6)
CBUA
2012
Passat
CBUA
2012
Beetle
CBUA
2010 2012
Golf (A6)
CBUA
Claim Type: 110
Service Number:
2666
Technical Bulletin:
2028415
FUEL INJECTOR LIMITED
WARRANTY EXTENSION
USA 2008 2012 Various
Certain 2.0 TFSI
engine vehicles with
engine codes CBFA
and CCTA
10 120,000 mi
Claim Type:
110
Service Number:
2440
Technical Bulletin:
2033805
INTAKE MANIFOLD
LIMITED WARRANTY
EXTENSION
USA 2008 2012 Various
Certain 2.0 TFSI
engine vehicles with
engine codes CBFA
and CCTA
10 120,000 mi
Claim Type:
1PT
Service Number:
2447
Technical Bulletin:
2031075
TURBOCHARGER LIMITED
WARRANTY EXTENSION
USA 2012 2013 Passat
Certain TDI vehicles
with engine code
CKRA
10 120,000 mi
Claim Type:
1PT
Service Number:
2130
Technical Bulletin:
2036110
DRIVERS DOOR WIRING
HARNESS LIMITED
WARRANTY EXTENSION
USA 2005 2006
Jetta (A5) (VIN
range from
1K_5M000001 to
1K_6M759703)
All 8 ½ 100,000 mi
Claim Type:
110
Service Number: 9732
Technical Bulletin:
N/A
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General Warranty Guidelines | Warranties at a Glance Page 33
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VOLKSWAGEN LIMITED
EXTENSION
WARRANTIES
COUNTRY MODEL YEAR MODEL ENGINE
YRS
MILES
(WHICHEVER OCCURS
FIRST)
LEFT CYLINDER HEAD
LIMITED WARRANTY
EXTENSION
USA 20112012 Routan
Certain 3.6L engine
vehicles with engine
code CJRA
10 150,000 mi
Claim Type:
1PT
Service Number:
1570
Technical Bulletin:
2038672
HIGH-PRESSURE FUEL
PUMP LIMITED
WARRANTY EXTENSION
USA
20092012 Jetta
Certain TDI
vehicles
10 120,000 mi
20092012
Jetta SportWagen
20102012
Golf
20092012
Touareg
2012
Passat
Claim Type:
1PT
Service Number:
2374
Technical Bulletin:
2041063 (Jetta, Jetta SportWagen, Golf) 2041057 (Touareg, Passat)
INJECTION PUMP LIMITED
WARRANTY EXTENSION
USA 20112013 Various
Certain 2.0L TFSI
engine vehicles
10 120,000 mi
Claim Type: 1PT
Service Number:
2463
Technical Bulletin:
2031426
HEATER CORE LIMITED
WARRANTY EXTENSION
USA
2013 2014 Passat
Certain TDI vehicles
with engine code
CKRA
10 120,000 mi
Claim Type:
110
Service Number:
8023
Technical Bulletin: 2040580
1.2.9 VOLKSWAGEN PARTS AND ACCESSORIES LIMITED WARRANTY
Warranty replacement parts within the remaining portion of the NVLW or within 1 year or 12,000
miles, whichever is greater.
Customer purchased parts within 1 year or 12,000 miles, whichever occurs first, beginning at the
date of sale to the retail customer. If the part is installed, the installation date is considered the
retail date.
New or remanufactured parts installed during the warranty period are covered for any unused
portion of the New Vehicle, Powertrain, or Emissions Warranties, or for the time and mileage limits
of the VW Parts Warranties, whichever is greater.
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General Warranty Guidelines | General Guidelines Page 34
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Accessories (e.g., roof rack, MDI box, alloy wheels) installed prior to New Vehicle delivery, are
covered for the New Vehicle Limited Warranty period.
Accessories installed by a Volkswagen authorized dealer, during the NVLW period, are covered
for the greater of, the remainder of the NVLW period; or 12 months or 12,000 miles, whichever
occurs first.
For detailed information refer to 6.8 Volkswagen Parts and Accessories Limited Warranty.
1.3 GENERAL GUIDELINES
START OF WARRANTY PERIOD
The warranty period begins with the in-service date, which is the date of delivery to the original
purchaser or the original lessee (including original fleet purchases), or the date the vehicle is first
placed in service as a demonstrator or company vehicle, whichever comes first. If not stated otherwise
the warranties are applicable for original purchaser/lessee and subsequent owners.
E
ND OF WARRANTY PERIOD
The warranty period ends at the earliest one of these two events (i.e., whichever occurs first):
When the vehicle reaches the specific warranty’s exact stated mileage limit (e.g., for the 3 years /
36,000 miles New Vehicle Limited Warranty [NVLW], the warranty ends at precisely 36,000 miles
not 36,001 miles), or
On midnight of the day before the given "anniversary" of the in-service date (e.g., for the 3 years /
36,000 miles NVLW, if the vehicle’s in-service date is December 1, 2009, the warranty ends at
midnight on November 30, 2012 not December 1, 2012)
Repair orders must be opened prior to the end of the warranty to be eligible for warranty
reimbursement.
W
ARRANTY OBLIGATION
Repair of the defect or replacement of the defective part.
Only authorized Volkswagen dealers may perform warranty work. They must ensure that covered
repairs/replacements for all eligible Volkswagen customers are performed free of charge and in
compliance with these guidelines. An exception may be made in the case of an emergency repair (see
3.21 Emergency Repairs).
Defects in material or workmanship
Damages to the vehicle may be caused by the way its components are composed or processed
during manufacturing. These types of damages are the manufacturer's responsibility and are
eligible for warranty reimbursement.
Normal wear
All mechanical parts of the automobile are subject to wear. Repairs may become necessary that
do not result from defects in material and workmanship. Damages resulting from normal wear are
the customer's responsibility and are not eligible for warranty reimbursement with the exception of
covered wear items. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
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General Warranty Guidelines | General Guidelines Page 35
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Customer cause, outside influence, and inappropriate repairs
Damages resulting from negligence, customer driving habits, or outside influences are beyond the
control of Volkswagen. It is the customer's responsibility to operate the vehicle in accordance with
the Owner's Manual and to perform all regular scheduled maintenances as detailed in the
maintenance section of the Warranty and Maintenance booklet. These types of damages are not
eligible for warranty reimbursement.
Dealer caused repairs/replacements
Damages resulting from misdiagnosing or improper repair, dismantling, or installation are the
dealer's responsibility and are not eligible for warranty reimbursement.
C
ANADIAN CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN THE UNITED STATES
Canadian customers who require warranty repairs while traveling in the United States should have
repairs performed by an authorized Volkswagen dealer. If the vehicle is within a Volkswagen Group
Canada, Inc. warranty, United States dealers can submit a warranty claim. As of MY09, proof of
Canadian residence is required. If a United States dealer cannot submit a warranty claim, the
customer may be asked to pay for the repair. On the customer's return to Canada, they should present
the invoice to a Canadian Volkswagen dealer, who should submit a warranty claim on the customer's
behalf and obtain reimbursement for them.
U
NITED STATES CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN CANADA
United States customers who require warranty repairs while traveling in Canada should have repairs
performed by an authorized Volkswagen dealer. If the vehicle is within a VWoA warranty, Canadian
dealers can submit a warranty claim. As of MY09, proof of United States residence is required. If the
Canadian dealer cannot submit a warranty claim, the customer may be asked to pay for the repair. On
the customer's return to the United States, they should present the invoice to a United States
Volkswagen dealer, who should submit a warranty claim on the customer's behalf and obtain
reimbursement for them.
U
SE OF VOLKSWAGEN GENUINE PARTS
Genuine Volkswagen parts are required to be used for all repairs done at Volkswagen's expense and
pursuant to Volkswagen's warranties covering the vehicle and Volkswagen's warranties covering
replacement parts, accessories and optional equipment supplied by and purchased from VWoA. Non-
Genuine parts may be used for warranty repairs only if the warranty work is eligible for sublet to an
independent repair facility and the required parts are not in the Volkswagen parts program. Except as
noted above, VWoA will not reimburse the cost of non-genuine parts used for Volkswagen warranty
repairs.
V
OLKSWAGEN-APPROVED DIAGNOSTIC TOOLS AND DIAGNOSTIC SOFTWARE
The download and installation of updated ODIS Service diagnostic software versions by VW Dealers is
important to the success of the service business for both Volkswagen and our Dealers. It helps to
ensure a consistent customer service experience, optimizes technical repair assistance offered by
Volkswagen and improves the accuracy of SAGA claim submission. It is Volkswagen's expectation
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General Warranty Guidelines | General Guidelines Page 36
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
that all applicable Volkswagen-approved diagnostic devices be updated with the most current ODIS
Service application and diagnostic content versions within 14 calendar days of their release.
The latest ODIS Service application and diagnostic version information are posted on the ServiceNet
main page in the Alerts section.
SAGA claims submitted that include diagnostic labor time must be supported with a diagnosis log
produced from an appropriate Volkswagen-approved diagnostic tool loaded with the software version
that is no more than one version behind the current version. SAGA claim submissions that do not
meet this requirement are subject to denial or charge back.
Additional Information
Volkswagen recommends configuring ODIS Service to automatically download and install the latest
versions. For instructions and additional information, please refer to Service Information ODIS
Service document title: Online Update Guide located on ServiceNet > Vehicle Diagnostics >
Offboard Diagnostic Information System Service (ODIS Service) > Service Information.
V
OLKSWAGEN ENGINE OIL QUALITY STANDARDS
Engine oil requirement for all Volkswagen vehicles:
When performing repairs, scheduled maintenance or other service to Volkswagen vehicles that require
the addition of engine oil, whether topping off or doing a complete oil change, dealers must use engine
oil that meets Volkswagen oil quality standards. Lists of these oils appear in Technical Bulletin
Instance Number 2012855 on ElsaPro.
D
ATA QUALITY OF WARRANTY CLAIMS
Dealers must ensure a high quality of warranty data by submitting claims that are correct, complete,
and on time. Correct claim types, causal parts, part manufacturer codes, and damage codes, along
with short claim submission times enable Volkswagen to identify quality improvement potential without
delay.
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General Warranty Guidelines | General Exclusions from Coverage Page 37
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
1.4 GENERAL EXCLUSIONS FROM COVERAGE
There are general exclusions and restrictions for all warranties. For subject-specific exclusions or
exceptions please refer to section 1.2 Warranties at a Glance and chapter 3 Policy Application from A
to Z.
EXCLUSIONS INCLUDE BUT ARE NOT LIMITED TO:
D
AMAGE CAUSED BY ACCIDENT, ALTERATION, MISUSE, AND NEGLIGENCE OF THE VEHICLE INCLUDING BUT NOT
LIMITED TO
:
Collision (see 3.1 Accidents/Fire Damages/Safety Concerns)
Modification of the vehicle that alters the original engineering and/or operating specifications such
as chip tuning or other modifications of factory installed engine management systems that would
alter the vehicle performance specifications from those set by the vehicle manufacturer,
suspension modification (see 3.61 Tuning and Modifications of the Vehicle), use of high
performance parts, improper installation of accessories such as alarm systems or other
communications equipment
Misuse of the vehicle, such as driving over curbs or racing
Intentional or unintentional use of contaminated or improper fuel
Malfunctions caused by lack of maintenance, improper maintenance or failure to comply with
maintenance requirements described in the maintenance section of the Warranty and
Maintenance booklet or Owner's Manual. The owner must be able to furnish proof in the form of
service R.O.'s that all scheduled maintenance on 1999 and newer model year vehicles was
performed in a timely manner. A record must be kept, along with dated bills, of all maintenance
performed by facilities other than authorized VW dealers as proof that the maintenance was
performed when required
Failure to take the vehicle to an authorized Volkswagen dealer upon discovery of a defect in
material or workmanship
D
AMAGE CAUSED BY IMPROPER MAINTENANCE/REPAIR AND FAILURE TO COMPLY WITH VOLKSWAGEN
STANDARDS INCLUDING BUT NOT LIMITED TO
:
Improper tools or maintenance/repair procedures* including consequential damage
Repeat repairs/replacements due to incorrect diagnosis or improper repair procedures*/
installation
Damage due to failure to follow Volkswagen's procedures for the maintenance of vehicles in
storage.
*Volkswagen repair procedures that must be followed include but are not limited to Technical Bulletins,
Guided Fault Finding, and the Repair Manual.
D
AMAGE CAUSED BY THE ENVIRONMENT INCLUDING BUT NOT LIMITED TO:
Bird droppings, tree sap
Stone chips, scratches, dings or dents, objects striking the vehicle
Hail damage, wind storm, lightning, earthquake, fire, flood or other similar occurrences
Airborne industrial pollutants (e.g. acid rain)
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General Warranty Guidelines | General Exclusions from Coverage Page 38
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ALL WARRANTIES ARE VOIDED UNDER THE FOLLOWING CIRCUMSTANCES
(See 2.1.2 Voided Warranty):
The vehicle identification number (VIN) has been altered or removed
The odometer has been altered or the actual mileage cannot be determined
The vehicle is reported as dismantled, fire/flood damaged, junk, rebuilt, reconstructed, salvaged,
severely damaged and/or declared a total loss by an insurer or vehicles substantially reassembled
from or repaired with parts obtained from another used vehicle.
NO WARRANTY COVERAGE/REIMBURSEMENT EXISTS FOR ITEMS/CONDITIONS INCLUDING
BUT NOT LIMITED TO:
Tires (see 3.58 Tires)
Damage due to use of non-genuine Volkswagen parts and accessories (and any subsequent
damage including damage or malfunctions to associated parts or systems)
Damage due to used parts (except factory remanufactured parts)
Filters, oil, lubricants, or fluids, unless their replacement is a necessary part of warranty service
(see 2.4.1.2 Fluids and Lubricants). As of MY 2007 also spark plugs and clutch discs, unless
defective
Fuel system cleaning (i.e. carbon deposits/coking)
Unnecessary replacement of parts/units, unless written Volkswagen policy states otherwise, such
as replacement of an entire multi-piece kit when only specific components require replacement
Part found to be damaged upon removing the packaging and prior to installation on a vehicle (see
3.36 Parts Damaged Parts)
Shop supplies, including but not limited to rags, lubricants, cleaning solvents, adhesives, wire,
brake cleaner or any other solvents/cleaners
Cost of towing
GENERAL TERMS
Incidental damage is not covered, including loss of value of the vehicle, lost profits or earnings, and
out-of-pocket expenses for substitute transportation or lodging.
Any implied warranty, including any warranty of merchantability or warranty of fitness for a particular
purpose, will continue in force only during the warranty period of the limited warranties. Neither
Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any other obligation
or liability on its behalf. Some states do not permit a limitation on how long an implied warranty lasts,
or on the exclusion or limitation of incidental or consequential damages, so the above limitation may
not apply to the owner. The warranties give owners specific legal rights, and they may also have other
rights that vary from state to state.
Volkswagen Warranty reserves the right to charge back or deny claims that are not in compliance with
the policies and procedures outlined in this manual and other Volkswagen Warranty publications.
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Warranty Administration | Warranty Coverage Verification Page 39
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2 WARRANTY ADMINISTRATION
Volkswagen requires all reimbursements under warranty to be correct, complete, and verified at all
times. All repair work under warranty must be submitted for payment according to the Volkswagen
Warranty Policies and Procedures Manual. This chapter describes the required information and
documentation to substantiate claims submitted for reimbursement under warranty. Volkswagen
reserves the right to adjust or charge back warranty claims in cases of non-compliance.
2.1 WARRANTY COVERAGE VERIFICATION
Dealers must check ElsaPro every time a vehicle is serviced to identify open campaigns, Updates, and
warranty eligibility prior to repair work.
The Vehicle Identification Number (VIN) entered for inquiry must be a vehicle imported by
Volkswagen.
Always verify that the vehicle has a United States Warranty and Maintenance booklet, that an
Authorized Volkswagen dealer validated the Warranty and Maintenance booklet, and that all
required maintenances have been performed.
Verify that the vehicle is covered by a Volkswagen warranty; also see 2.1.2 Voided Warranty.
For the United States 10-year/100,000 mile Powertrain Warranty applicable to all MY 1994 MY 2001
Volkswagen vehicles and to MY 1993 Golf III and Jetta III vehicles, also verify eligible owner
information in ElsaPro. Confirm the customer's name (vehicle registration) and address. If the
customer's name does not match the first owner data on the screen, the customer is not eligible for the
10/100 Powertrain Warranty. For information pertaining to transferring the 10/100 Powertrain
Warranty to an immediate family member, or from a demonstrator, driver education, or daily rental
vehicle, see the 10/100 Powertrain Warranty Transfer Form available on WISE under Resource
Center > Forms > Powertrain Warranty.
Note: The 10-year/100,000 mile Powertrain Warranty applicable to model year 2011 2017
Touareg vehicles is applicable to original and subsequent owners and is automatically transferred
if the ownership of the vehicle changes within the Warranty period.
2.1.1 DELIVERY DATE DISCREPANCIES
In all cases, unregistered vehicles that have accumulated more than 1,000 miles will be
considered in-service. The in-service date is defined in the section Warranty Activation. Claims will
be denied if no in-service date is recorded and mileage exceeds 1,000 miles.
The in-service date must be entered on the Warranty Voucher in the maintenance section of the
Warranty and Maintenance booklet and be the same date reported to Volkswagen. These dates
cannot be different. Dealers are expected to perform warranty repairs on vehicles based upon the in-
service date in ElsaPro.
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Warranty Administration | Warranty Coverage Verification Page 40
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CHANGE OF VEHICLE IN-SERVICE DATE
Any in-service dates erroneously reported to Volkswagen must be handled exclusively by the Incentive
Help Desk. The services of the Incentive Help Desk may be utilized by submitting a manager-signed
Volkswagen Change Request to Reported Sale form to IHD@VW.com or by faxing it to 248-754-6572.
The Volkswagen Change Request to Reported Sale form is available through the Incentive Help Desk
or the VWHub under the Vehicle Sales tab.
2.1.2 VOIDED WARRANTY
Warranty is void and will not be reinstated on any vehicle if:
The VIN plate has been altered or removed.
The odometer has been altered or the actual mileage cannot be determined.
An insurer reports the vehicle as dismantled, fire/flood damaged, junk, re-built, reconstructed,
salvaged, or declared a total loss.
The vehicle has been stolen.
E
XCEPTIONS FOR TOTAL LOSS VEHICLES
If a vehicle is identified with a "T" (total loss) status in ElsaPro, the vehicle's warranty is invalid with the
exception of campaign and emissions claims, which can still be processed. Contact Volkswagen
Warranty for campaign or emissions claims for a vehicle with a "T" status. The Volkswagen Carefree
Maintenance Program is not applicable on total loss vehicles.
2.1.3 WARRANTY REINSTATEMENT
The warranty may be reinstated for recovered stolen vehicles.
Volkswagen will consider warranty reinstatement upon submission by the dealer of a request for
reinstatement, which must include a copy of the police report verifying recovery and a statement
by the dealer Service Manager/Service Director indicating that the vehicle should be considered
for warranty reinstatement.
Verification that repairs meet Volkswagen standards will be required following inspection of the
vehicle by a Volkswagen FOM. A copy of the original repair estimate, together with a copy of the
repair invoice and material issue must be produced for evaluation and verification.
Based on the FOM's inspection report, a decision will be made.
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Warranty Administration | Warranty Claims Page 41
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.2 WARRANTY CLAIMS
Warranty claims are considered invoices to Volkswagen for repair work performed under warranty. All
warranty claims must validate the work performed, date, and monetary amount due. It is the
responsibility of the authorized dealer to substantiate every warranty claim.
R
ECEPTION DATE
The reception date is the date the vehicle arrives at the dealership for service/repair.
R
EPAIR DATE
The date of the last punched repair time must be used as the repair date for all warranty claims unless
the vehicle meets specific criteria outlined in section 3.44 Repairs Completed at or Near Warranty
Expiration.
MILEAGE
For all warranty claims, the exact mileage on the warranty or maintenance claim must be the "in"
mileage (mileage on the odometer when the vehicle arrives at the dealership for service/repair).
Warranty claims with false odometer readings will be charged back.
P
ART MANUFACTURER CODE
The part manufacturer code identifies the manufacturer of the part. Valid part manufacturer codes
must be used on all claim submissions where there is a replaced part. Enter the actual part
manufacturer code from the defective part on each warranty repair order.
Part manufacturer code exceptions:
USM for Routan
444 for CPO, Accessories, Marketing Goodwill (claim type 2CM), Carefree Maintenance
and Volkswagen Care Maintenance Plans
In unusual circumstances, use K21 if the part manufacturer code is unknown/not accepted by the
system, cannot be recognized, or is missing from the part. Include in the claim comments field the
reason why K21 was used and include any part manufacturer code information available on the part.
C
AUSAL PART/LABOR
Each causal part/defect requires a separate claim*. Consequential damage is not a separate defect,
so it is claimed on the same line as the causal part. For example, a water pump leak soaks the timing
belt with coolant causing it to fail. The belt is considered consequential damage in this case and
submitted on the same claim line as the water pump.
If complaints are received for the same component on both the left and right sides of the vehicle, the
causal parts must be entered on separate claim lines*. For example, when claiming the left and right
lower control arms, one side cannot cause the other side to fail. Each side is a causal part, and the
parts must be entered on separate claim lines.
*Exception for brake discs: Brake discs on the same axle are required to be replaced as a pair (even if
only one disc is defective). The repair is to be submitted on one claim line for both discs (using two
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Warranty Administration | Warranty Claims Page 42
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
part numbers) and the labor. Mark one part number as causal. Do not separate the discs into two
claims or use a quantity of 2 with one part number.
L
ABOR OPERATION
A labor operation is an 8-character code that describes the kind of repair performed. Labor operations
are published on ElsaPro. Shown after the codes are the applicable time units allotted for each repair
operation. All repairs must be substantiated with punch times, technician notes, and any other
supporting documentation necessary to verify that the technician performed the claimed repairs at the
time punched.
Positions 7 and 8 of a labor operation make the following distinction:
00-49: The labor operation is for a main item, which is completed and carried out alone.
50-96: Indicates a combined item, which can only be carried out with the main item(s) that goes
with it.
C
LAIM COMMENTS
Completed claim comments supply additional information to help substantiate and process claims.
Claim comments fields should contain as much of the following information as possible:
A brief and accurate description of customer concern (such as "MIL on", or "rough idle")
Why the part was replaced/defect found (such as "solenoid does not click") or what part was
repaired (such as "repaired hose at N112 solenoid: cracked under clamp")
A brief and accurate description of diagnosis time, A-time, or any repairs other than replacement
of a part
Detailed emissions related warranty data is imperative in order for Volkswagen to meet expanding
regulations to government agencies, such as U.S. EPA and CARB
Technical Bulletin number followed for repair
Technician Helpline case number
All relevant fault codes that pertain to the claim Service Number (such as "DTC P1200").
For wear items covered by the NVLW, indicate the dimensions of the worn part in relation to the
specification. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
IMPORTANT: For claims with parts requested the claim "comments" must provide adequate
supporting information in the "COMMENTS" field of the SAGA claim at the time of claim
entry/submission. Any blank or inadequate "comments" will result in a delay in the review of the
claim. Do not use vague terminology such as "inop", "broken", or "performed diag".
2.2.1 TIME LIMITS TO FILE A CLAIM
Properly completed repair orders for justified warranty, campaign or No Charge Scheduled
Maintenance services must be transmitted no later than 30 days from the date of repair (last punched
repair date).
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Warranty Administration | Repair Order Documentation Page 43
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Claims received after one year from the date of repair cannot be processed. Some states may not
allow this limitation. Check state law for further information.
2.2.2 PERSONNEL AUTHORIZED TO CODE/ENTER WARRANTY CLAIMS
Authorized dealers must restrict access to repair orders to prevent unauthorized personnel from
adding repairs or labor operations to the repair order and/or warranty claim.
Only certified Warranty Administrators, Service Consultants, and Shop Foremen or Dispatchers are
approved to enter labor operations to warranty claims. If the employee's formal job description does
not list the responsibility of assigning technician repair times to the repair order and/or warranty claims,
then such repair times claimed will be charged back.
2.3 REPAIR ORDER DOCUMENTATION
Repair order documentation is the basis to verify the repair work performed under warranty and must
be correct and complete.
2.3.1 REQUIRED INFORMATION ON REPAIR ORDER
ACCURATE CUSTOMER AND VEHICLE DATA
Customer and vehicle data listed on a manual or electronic repair order (ERO) must be accurate. The
repair order must show the correct customer data including the customer's name, address, telephone
number, and signature authorizing the repair. The repair order must also record correct vehicle data
including the actual "in" and "out" dates and mileage of repair. In case of a road test the repair order
must clearly show the vehicle mileage "before" and "after" the road test.
S
ERVICE CONSULTANT VERIFICATION OF CUSTOMER CONCERN
Service Consultants must verify that a customer concern is about an actual failure by questioning the
customer thoroughly, inspecting the vehicle, and asking for a demonstration of the condition.
C
USTOMER SIGNATURE
The customer signature must appear on all repair order copies acknowledging the work to be
performed on his/her vehicle. If it is not possible to obtain the customer signature, the Service
Consultant must document the reason the customer signature is missing and sign (legible full
signature) the repair order.
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Warranty Administration | Repair Order Documentation Page 44
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CUSTOMER NOTES AND NIGHT DROP ENVELOPES
Signed night drop envelopes and separate customer notes must be cross-referenced and attached to
the working repair order.
T
ECHNICIAN NOTES
Technician notes must include but are not limited to, customer complaint, cause of the problem, and
details for the correction of the customer complaint. They must be clearly written by the technician on
the back of the repair order hard copy (next to the tear-off time flag that shows the "on" and "off" punch
times for the repair). For ERO dealers, the technician notes are to be entered on the ERO next to the
SRT for the repair.
D
OCUMENTATION NOTED ON THE REPAIR ORDER
Documentation to be noted on the repair order includes but is not limited to measurements or test
procedures. Brake replacement, (pads/shoes and rotors/drums) if covered by warranty, (including
warping) must include wear specifications. If a vehicle was towed to the dealership, note on the repair
order (next to the appropriate customer concern) that the vehicle was towed, and also identify the part
which caused the vehicle to be towed.
Information such as pressure test readings or any other information that will justify a warranty repair
must be clearly written on the repair order hard copy by the technician. For ERO dealers, the
technician must enter the specification on the ERO for that repair. The ERO system used must enable
VWoA to identify the technician who accessed the system and entered the specific notes.
Note: Brake wear and other specifications can be found in the repair manual on ElsaPro.
A new claim line is to be added to the repair order for a loaner vehicle.
D
OCUMENTATION REQUIREMENT FOR VOLKSWAGEN SHUTTLE SERVICE, PICK-UP AND DELIVERY SERVICE OR
PUBLIC TRANSPORTATION
A new claim line is to be added to the repair order describing the alternate transportation received
by the customer.
The following statements are a suggestion of what should appear on the repair order:
"Customer received VW shuttle service: One-way ____ Round-trip ____"
"Customer vehicle was: Picked-Up ____ Delivered ____"
"Customer received public transportation compensation: One-way $ ____ Round-trip
$ ____"
The customer must sign the repair order acknowledging that they received an alternate
transportation service.
If the alternate transportation service is not documented on the repair order, the customer
must sign the Volkswagen Alternate Transportation Form acknowledging that they
received an alternate transportation service.
The form is located in WISE > Resource Center > Forms > Alternate Transportation.
P
ARTS MATERIAL ISSUE
The parts material issue must show the quantity, part number, and part description for every part used
for a warranty repair. Parts used from the wiring harness repair kit, VAG 1978, must be listed by part
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Warranty Administration | Repair Order Documentation Page 45
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
number on the repair order’s parts material issue to substantiate the payment for wiring repairs
claimed under warranty.
S
UPPORT FOR A-TIME AND DIAGNOSIS TIME
Volkswagen Warranty must be able to reconstruct why A-time/diagnosis time has been claimed. Any
A-time/diagnosis time claimed must be fair, realistic, and have a technically sound explanation. The
technician must provide written detail of the diagnosis procedures used on the back of the repair order
hard copy.
A-time/diagnosis time must also be supported by the technician's punch time. A-time and diagnosis
time require a separate "on" and "off" punch time unless used in combination with a SRT operation, in
which case punch "on" when the repair is started and "off" when completed. The technician may also
punch individually for A-time and/or diagnosis time if used in combination with a SRT operation in
order to preserve the technician's efficiency on the SRT operation.
When claiming a road test, the repair order must clearly show the vehicle mileage "before" and "after"
the road test.
The time while being on hold with the Technician Helpline is not reimbursable. The Technician
Helpline recommendations, date of contact and case number must appear on the repair order. The
Technician Helpline case number must be entered in the claim comments. All supporting printouts and
other documentation such as Volkswagen-approved diagnostic tool printouts must be attached to the
repair order hard copy and be available for review.
C
ROSS-REFERENCING INFORMATION
All supporting documentation for a warranty repair must be cross-referenced to the original repair
order, for example, record the repair order number(s) and VIN on the supporting documentation.
2.3.2 REQUIRED DOCUMENTATION WITH REPAIR ORDER
Also see section 3.50 Service Xpress (VW Brand Approved).
ALL CHECKLISTS, WORKSHEETS, AND TEST PRINTOUTS
Documentation to be attached to the repair order includes but is not limited to all "before" and "after"
adjustments or specifications, i.e. "before" and "after" wheel alignment measurements, a copy of the
PDI checklist if the PDI was not performed using the ePDI application, all diagnostic worksheets, test
sheets, or printouts such as the Infotainment Worksheet, Transmission Repair vs. Replacement
Worksheet, Brake Disc Measurement Form, Midtronics® Battery Tester printout, Robinair
ROB134APF Air Conditioning Service Unit printout, sublet invoices, loaner agreements, alternate
transportation form if the alternate transportation service is not documented on the repair order, and
Volkswagen-approved diagnostic tools' data printouts.
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Warranty Administration | Repair Order Documentation Page 46
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Note: Volkswagen-approved diagnostic tools' data printouts are required for No Charge
Scheduled Maintenance claims if the maintenance service mandated the use of a Volkswagen-
approved diagnostic tool.
The results of any VAS 6774 test procedure must be recorded on the repair order and entered into the
Comment section of the claim. When the VAS 6774 specific gravity test result or the gasoline vapor
(sensor head) test result indicates incorrect/contaminated fuel, a printout of the fuel sample lab report
(Certificate of Analysis) is a mandatory claim documentation requirement. The Certificate must be
attached to the repair order to substantiate a diesel fuel system diagnosis only warranty claim (when
the Certificate of Analysis result = "Fail") or diagnosis and repair warranty claim (when the Certificate
of Analysis result = "Pass"). For additional information regarding diesel fuel system diagnosis and
repair, refer to Technical Bulletin Instance Numbers 2041057, 2041063 and 2041118.
S
ERVICE MANAGEMENT APPROVALS
The requirements for service management approvals are contained within the individual policies of the
Volkswagen Warranty Policies and Procedures Manual.
The method to document involvement and consent of dealership service management for various
types of repairs is by Service Manager or Service Director signature, date, and explanation.
In cases where the Service Manager or Service Director is unavailable, the dealership is to designate
other individuals to be responsible and accountable for all of the dealership’s service management
approvals. Service Manager/Service Director designates are to be salaried or non-commissioned
members of the dealership’s service management team.
A Service Manager/Service Director designate would normally be someone who supervises
employees, is responsible for the performance of the service department, and administers or applies
Volkswagen’s warranty policies and procedures. Service Technicians, Warranty Administrators, and
other support staff or hourly/commission-compensated personnel are not to be empowered for service
management approvals. Additionally, the delegation of service management approvals is to be
routinely monitored by the dealership’s General Manager to ensure compliance with Volkswagen’s
warranty policies and procedures.
A
UTHORIZATION FORMS
This includes, but is not limited to: All authorization forms such as the Warranty Parts Release
Authorization Form.
Forms are available on WISE under Resource Center > Forms.
I
NVOICES, LOANER AGREEMENTS, ALTERNATE TRANSPORTATION FORM
All sublet invoices and loaner agreements must be included with the repair order. Invoices are not
considered repair order copies. An alternate transportation form must be included with the repair order
if the alternate transportation service is not documented on the repair order.
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Warranty Administration | Repair Order Documentation Page 47
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ELECTRONIC REPAIR ORDER (ERO) DOCUMENTATION
Dealers using an ERO system must print a copy of the ERO following the initial write-up, including
customer concerns, VIN, mileage and other required information. The dealer must have the customer
sign the ERO copy and retain it along with all other supporting documentation needed for the warranty
repair.
D
OCUMENT ALTERATIONS
Dealers using manual repair orders or an electronic repair order (ERO) system containing alterations
made to Suggested Repair Times (SRTs), customer complaint, technician repair order time control
records and/or material issues must retain both pre-modified and modified documents for review by
VWoA. Paid warranty claims resulting from unjustified documentation alterations will be charged back.
T
ECHNICIAN TIME RECORD (TIME FLAG OR ELECTRONIC EQUIVALENT)
The repair order must include a record of the technician’s time spent for each repair line whether the
repair is billed to warranty, customer-pay, or an internal dealership account. Each repair line must
have a minimum of one time record [except as indicated by policy 3.50 Service Xpress (VW Brand
Approved)]
Each time record must indicate the time and date punched "on" and the time and date punched "off"
for each repair line. In the case of manually-affixed time flags, the time record must indicate the
technician number, repair order number, and repair order line. The tear-off stub must be permanently
affixed to the back of the repair order hard copy. Dealerships utilizing an electronic time recording
system must ensure that the system programming supports the aforementioned requirements.
The technician time record must reflect the time spent for each repair expressed in hundredths of an
hour.
2.3.3 DOCUMENTATION FOR PAINT AND CORROSION CLAIMS
See section 3.35 Paint and Corrosion Repairs.
2.3.4 DOCUMENTATION FOR PARTS WARRANTY CLAIMS
When an item covered under the Volkswagen Parts and Accessories Limited Warranty or the
Volkswagen Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers,
Struts and Strut Inserts is claimed defective, its eligibility must be documented by the previous repair
order. "Previous repair order" is defined as the repair order with which the eligible item was installed in
the vehicle by an authorized Volkswagen dealer.
Minimum information included must be the customer name, VIN, date, and mileage at installation.
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Warranty Administration | Repair Order Documentation Page 48
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
A parts counter sales ticket will take the place of the previous repair order if an authorized dealer did
not install the item. Minimum information on the parts counter sales ticket must include the date of
sale, the customer name, and part quantity and part number. Each elapsed month in service equals
1,000 miles for purposes of coverage eligibility.
2.3.5 DOCUMENT RETENTION
All documentation supporting warranty and non-warranty repairs must be retained for a minimum of 2
years after the claims have been paid. All records must be available for periodic review by a
Volkswagen representative.
Documentation that must be retained includes but is not limited to:
All dealer copies of repair orders and their material issues
All dealer copies of parts orders and purged invoices
Technician payroll records including daily, weekly, and monthly time control records,
corresponding summary reports, and employment records
Invoices supporting each warranty, recall, No Charge Scheduled Maintenance, or any other type
of repair submitted to Volkswagen for processing and payment
Work distribution control forms or schedules, customer service appointment scheduling
documents, and technician repair work distribution forms
Original invoices for outside purchases of parts or repair services (sublet), and records of charges
and payment for such services
All dated shipping records for part(s) requested through the Warranty Parts Portal (WPP) that
identify the individual repair order (claim), VIN, shipper, and shipped-to destination
Parts ordering records that support the need for a loaner vehicle, such as back-order records to
verify that Volkswagen could not supply parts for the vehicle when needed
Any and all documentation supporting a dealer's request for reimbursement for claimed warranty
service and repair work
All loaner agreements
Note: There may be legal requirements for the retention of documents in excess of 2 years.
Dealers are advised to verify such requirements with their legal/financial advisors and government
agencies.
2.3.6 STORAGE, ACCESS TO, AND REPRODUCTION OF DEALER RECORDS
Volkswagen representatives must be able to verify repair order documentation consisting of legible,
detailed records of both warranty and non-warranty service work performed. The dealer is responsible
to assure that the information is properly documented, legible, and accessible.
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Warranty Administration | Repair Order Documentation Page 49
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
A system of document security must be in place that protects against the information being altered or
destroyed once a repair order is finally closed. Precautionary measures must also be taken to ensure
document legibility, for example, photocopies of Midtronics® Battery Tester printouts to keep the heat-
sensitive paper from fading.
Dealers using electronic or hybrid repair order systems must print a copy of the electronic repair order
following initial write-up including the customer concerns, VIN, and other required information. The
dealer must then have the customer sign the electronic or hybrid repair order copy and file in VIN
sequence in a separate file set up for the purpose of retaining the customer signature.
All records (customer pay, warranty and internal) must be retrievable by VIN sequence. Retrieval of
repair order documents by VIN sequence allows the dealer the flexibility to meet individual dealer
service department needs as well as enhance customer satisfaction, and assure that all records
relating to a vehicle's service and repair are in the VIN folder.
S
CANNED SUPPORTING DOCUMENTATION
Volkswagen will accept scanned electronic/digital reproductions of the original repair order and
supporting documentation provided the documentation is clearly legible for review and available when
requested. Original documents may be discarded only if there is a way to retrieve acceptable
electronically stored documents, and the dealer must have a back-up recovery plan to replace
electronically stored documents in the event of disaster.
All scanned documentation must:
Be complete and retained as outlined in section 2.3 Repair Order Documentation in effect at the
time of the repair.
Be easily retrievable by VIN sequence.
Prohibit changes to the document after it has been imaged. If modification is necessary, both
original and modified copies must be available, with proper explanation signed and approved by
dealership management.
Note: The customer's signature, service management signatures, and technicians' time flags may
be provided electronically with no traditional paper time flags attached to any document when this
feature is part of the ERO system used in the dealership.
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Warranty Administration | Reimbursement Policy Page 50
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
2.4 REIMBURSEMENT POLICY
Volkswagen reimburses authorized dealers for labor and parts used for repair work performed under
warranty. If the parts and/or labor required for a repair exceed 80% of the cost of the unit, a complete
new or remanufactured unit should be installed, unless written Volkswagen policy states otherwise. It
is the dealer's responsibility to determine the most economical method of repair in order to control
warranty costs. It is expected that dealers will follow the Volkswagen Dealer Agreement Standard
Provisions, applicable state law, and Generally Accepted Accounting Principles (GAAP) in all warranty
related transactions or finance record keeping related to warranty.
2.4.1 REIMBURSEMENT OF PARTS
2.4.1.1 PARTS
Parts purchased from Volkswagen will be reimbursed based on the manufacturer’s suggested retail
price (MSRP) on claims for vehicle model years 2003 and newer. For model years prior to 2003, or for
over-the-counter stock parts, the parts will be reimbursed based on the formula Dealer Cost + 40% but
not to exceed MSRP. If remanufactured parts are available*, only the value of the remanufactured
part will be reimbursed. Parts not purchased from Volkswagen are reimbursed under the sublet policy
(see 2.4.3 Reimbursement of Sublet Repairs). The costs for shop supplies and dealer handling are not
separately reimbursable because they are included in the parts reimbursement.
*When the term “available” is used in regards to remanufactured parts, it means that a remanufactured part exists and
may be ordered. When a remanufactured part is not “available”, it does not mean that a remanufactured part is not in
stock at the Dealership or Parts Distribution Center.
2.4.1.2 FLUIDS AND LUBRICANTS
Only those fluids and lubricants listed in section 2.4.1.2.1 Part Numbers for Common Fluids and
Lubricants, lost due to a warranty-related failure, will be reimbursed. Only that portion of a fluid or
lubricant required and quantifiable for the repair/replacement is reimbursable. Disposal allowance is
already included in warranty reimbursement allowances. Refer to the applicable Technical Bulletin for
proper fluid capacity and filling procedures.
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Warranty Administration | Reimbursement Policy Page 51
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
ENGINE OIL REIMBURSEMENT POLICY
Volkswagen Dealers are separated into two groups: Participating and Non-Participating, based on the
Dealer’s status in the Volkswagen Castrol Oil Program (VCOP).
VCOP Participating Dealers' Engine Oil Reimbursement
Participating Dealers in the VCOP are reimbursed for engine oil at the higher of
Dealer Cost for a single bottle or
Weighted-average retail price of applicable quart/drum/bulk national purchase quantity
percentages
Engine oils are claimed using the SAGA "Spare Part Number" field. Applicable reimbursement
amounts are automatically populated based on the claim quantity entered.
VCOP Non-Participating Dealers' Engine Oil Reimbursement
Non-Participating Dealers in the VCOP are reimbursed for engine oil at weighted-average dealer
cost. Engine oil is claimed using the SAGA "Outside Spare Part Number" field.
VCOP Participation Qualifications
To qualify as a Participating Dealer in the VCOP, a Dealer’s total volume of oil purchases from
Volkswagen (including oils not reimbursed by VW under warranty or Carefree Maintenance) must
exceed the total volume of oil claimed over the previous twelve (12) months. In cases where a
dealer does not have a 12-month purchase history, a participation notification email from the VW
Fixed Operations Manager to vwoapricing@vw.com will be accepted for dealer qualification.
VCOP participation status will be updated quarterly to ensure that Dealers are correctly
reimbursed based upon program qualifications.
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Warranty Administration | Reimbursement Policy Page 52
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2.4.1.2.1 PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
VCOP PARTICIPATING DEALERS' ENGINE OILS
Description
Part Number
Quantity
Equals
Reimbursement
In SAGA, Claim as:
Mineral Oil
5W20
G 052107S0 1 0.1 quart As calculated Spare parts
Mineral Oil
5W30
G 052530S0 1 0.1 quart As calculated Spare parts
Mineral Oil
10W30 + Misc. Oil
G 052108S0 1 0.1 quart As calculated Spare parts
Synthetic Oil
5W40
VW 502 00
G 052167S0 1 0.1 quart As calculated Spare parts
Synthetic Oil (TDI)
VW 504 00
VW 507 00
G 052195S0 1 0.1 quart As calculated Spare parts
PART NUMBERS FOR COMMON FLUIDS AND LUBRICANTS
VCOP NON-PARTICIPATING DEALERS' ENGINE OILS
Description
Part Number
Quantity
Equals
Reimbursement
In SAGA, Claim as:
Mineral Oil
5W20
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Mineral Oil
5W30
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Mineral Oil
10W30 + Misc. Oil
MINOIL 1 0.1 quart Enter value
1
Outside spare parts
Synthetic Oil
5W40
VW 502 00
SYNGOIL 1 0.1 quart Enter value
1
Outside spare parts
Synthetic Oil (TDI)
VW 504 00
VW 507 00
TDIOIL 1 0.1 quart Enter value
1
Outside spare parts
1
Reimbursement values may be found in WISE under Resource Center > Claim Input Assistance > Claim Coding
Assistance > Outside Part Numbers for Common Fluids and Lubricants
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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
1
G 002000
1 1 lt(qt) As calculated Spare parts
Power Steering Fluid
1
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
2
ZVP0
00134 0.01 28.4g or 1 oz Enter value
5
Outside spare parts
PAG Oil
3
G 052154A2
0.5 125 ml or .130 qt As calculated Spare parts
Coolant
(except Routan)
ZVP000200
1 1 lt(qt) Enter value
5
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
4
AMV18820003
0.5 100 g tube As calculated Spare parts
Sealant Compound Oil Pan
4
D 176404A2
0.5 93 g tube As calculated Spare parts
1
Use appropriate quantity while topping up by using the decimal point, i.e., ‘.50’
2
Up to 454 g will be reimbursed for testing purposes
3
50% of 1 can of PAG oil can be used when replacing R134A, use part number ‘G 052154A2’
4
These Sealing Compounds include enough compound to repair at least two vehicles. Claim the appropriate amount by
using the decimal point, i.e., ‘.50’
5
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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Warranty Administration | Reimbursement Policy Page 54
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
D
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
D
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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Warranty Administration | Reimbursement Policy Page 56
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
D
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.
P
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.
D
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.
O
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.
O
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
C
Campaign
P
Paint
F
No Charge Scheduled Maintenance
V
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.
R
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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Warranty Administration | Warranty Parts Return Center Requirements Page 64
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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.
P
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.
H
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.
E
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.
D
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).
E
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.
W
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.
R
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).
V
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.
D
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.
S
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.
W
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.
P
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.
G
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.
I
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.
S
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.
O
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.
C
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
S
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)
P
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.
L
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).
W
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.
C
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
A
UDIO
D
IRECT
E
XCHANGE
S
UPPLIERS
'
M
AILING
A
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.
C
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.)
C
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.
A
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.
O
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
0%
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.
P
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.
I
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
0%
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.
P
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.
O
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.
I
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
G
ENUINE
V
OLKSWAGEN
6-V
OLT
/12-V
OLT
R
EPLACEMENT
B
ATTERY
P
RORATION
T
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
0%
G
ENUINE
V
OLKSWAGEN
6-V
OLT
/12-V
OLT
R
EPLACEMENT
B
ATTERY
P
RORATION
T
ABLE
FOR BATTERIES SOLD BETWEEN JUNE 1, 1998 AND MAY 31, 2012
FOR VEHICLES WITH MORE THAN 12,000 MILES
Months
in
Service
Parts
Quantity
Customer Charge in
Percent of Suggested
Retail Price
Months
in
Service
Parts
Quantity
Customer Charge in
Percent of Suggested
Retail Price
0
1.00
0%
31
0.48
52%
1
0.98
2%
32
0.47
53%
2
0.97
3%
33
0.45
55%
3
0.95
5%
34
0.43
57%
4
0.93
7%
35
0.42
58%
5
0.92
8%
36
0.40
60%
6
0.90
10%
37
0.38
62%
7
0.88
12%
38
0.37
63%
8
0.87
13%
39
0.35
65%
9
0.85
15%
40
0.33
67%
10
0.83
17%
41
0.32
68%
11
0.82
18%
42
0.30
70%
12
0.80
20%
43
0.28
72%
13
0.78
22%
44
0.27
73%
14
0.77
23%
45
0.25
75%
15
0.75
25%
46
0.23
77%
16
0.73
27%
47
0.22
78%
17
0.72
28%
48
0.20
80%
18
0.70
30%
49
0.18
82%
19
0.68
32%
50
0.17
83%
20
0.67
33%
51
0.15
85%
21
0.65
35%
52
0.13
87%
22
0.63
37%
53
0.12
88%
23
0.62
38%
54
0.10
90%
24
0.60
40%
55
0.08
92%
25
0.58
42%
56
0.07
93%
26
0.57
43%
57
0.05
95%
27
0.55
45%
58
0.03
97%
28
0.53
47%
59
0.02
98%
29
0.52
48%
60
0.00
100%
30
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.
O
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.
I
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..
D
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.
C
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
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
N
OT
C
OVERED BY
N
EW
V
EHICLE
L
IMITED
W
ARRANTY
Defects in material and/or workmanship for the entire
NVLW period
Customer/Dealer cause
Outside influence
Brake discs/drums are considered defective if they
exhibit:
Brake disc/drum conditions that are not covered
include, but are not limited to:
Cracks Corrosion
Breaks
Localized overheating/hotspots
Porous casting Damage due to improper removal of components
Or if:
Damage to brake disc/drum due to exceeding wear
limits (e.g., metal to metal friction)
DISCS:
Measure below minimum thickness (from MY 2007:
less than 1 year/12,000 miles, whichever occurs first)
(Refer to ElsaPro for specifications)
Damage due to improper operation of the vehicle
Exceed runout specification (refer to Technical
Bulletin 2015173 for specifications)
DRUMS:
Exceed maximum diameter
The Brake Disc Measurement Form must be filled out whenever brake discs are replaced, and attached to
the repair order for the vehicle. A copy of the completed form must also be sent together with replaced discs
if they have been requested by the Warranty Parts Return Center.
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.
C
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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Policy Application from A to Z | Customer Loyalty Assistance Program Page 96
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
H
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.
G
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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Policy Application from A to Z | Emissions Warranties Page 98
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
VWOA’S CALIFORNIA EMISSIONS WARRANTIES COVERAGE MATRIX
Requirement
1
Requirement
2
Requirement
3
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.
E
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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Policy Application from A to Z | Emissions Warranties Page 99
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.
N
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
E
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.
O
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.
R
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.23.1.2 MODEL YEAR 2017 VEHICLES
C
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
E
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.
T
RANSMISSION CONTROL MODULE (TCM)
Service Number 3511 Mechatronic, Service Number 3730 Transmission ECM, Service Number
3885 Mechatronic
S
ELECTIVE CATALYTIC REDUCTION (ADBLUE
®
) CONTROL MODULE
Service Number 2686 Reductive Agent Analyzer, Service Number 2687 Reductive Agent Output
Electronics
O
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.
R
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
HV
BATTERY TME CONTROL MODULE
Service Number 9325 HV Battery TME Control Module
P
OWER ELECTRONICS MODULE (FOR ELECTRIC DRIVE)
Service Number 9350 Power Electronics
HV
BATTERY REGULATION CONTROL MODULE
Service Number 9325BMS Control Unit
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Policy Application from A to Z | Emissions Warranties Page 101
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
HV
BATTERY CHARGING CONTROL MODULE
Service Number 9352 – HV Charging Unit
ESC
CONTROL MODULE (ELECTRONIC STABILITY CONTROL)
Service Number 4545 ABS/ESC Control Module
E
LECTRO MECHANICAL BRAKE SERVO (BRAKE BOOSTER)
Service Number 4770 Brake Servo Control Unit
R
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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Policy Application from A to Z | Emissions Warranties Page 102
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Policy Application from A to Z | Emissions Warranties Page 103
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Policy Application from A to Z | Emissions Warranties Page 104
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Policy Application from A to Z | Emissions Warranties Page 105
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
MY 2014 CALIFORNIA EMISSIONS WARRANTIES
7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST
2.0T
2.0L TDI
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 2014 CALIFORNIA EMISSIONS WARRANTIES
7 YEARS/70,000 MILES, WHICHEVER OCCURS FIRST
2.0T
2.0L TDI
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
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
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
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
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Policy Application from A to Z | Emissions Warranties Page 116
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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Policy Application from A to Z | Emissions Warranties Page 117
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
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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Policy Application from A to Z | Emissions Warranties Page 118
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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
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
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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Policy Application from A to Z | Emissions Warranties Page 120
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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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
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.
U
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.
C
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.
R
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.
H
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
Q
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)
Q
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.
D
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
C
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.
M
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).
M
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.
C
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.
M
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.
D
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.
C
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
W
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].
T
OTAL LOSS VEHICLES
Carefree Maintenance Program service is not applicable on total loss vehicles.
O
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 vehicles 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 20092015 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).
V
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.
S
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.
C
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.
P
AINT DAMAGE INFORMATION
Claim Type: 150 or 950 (Before delivery)
Service Number: Appropriate code for part being painted
1
2
3
4
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.
C
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.
A
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.
C
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.
D
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.
V
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.
R
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.
N
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.
N
N
N
N
N
N
Y
Y
Y
Y
Y
Y
Y
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
N
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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.
R
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 %
S
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.
L
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.
L
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 20092017 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.
P
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
S
ERVICE
NUMBER
C
OMPONENT
S
ERVICE
NUMBER
C
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).
I
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 ABSORBERSVOLKSWAGEN 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 INSERTSVOLKSWAGEN 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%.
T
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.
T
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.
D
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
R
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
1
1
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
th
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).
R
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.
G
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.
U
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
W
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.
W
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.
W
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.
W
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.
T
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.
C
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.
C
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.
W
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.
W
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.
O
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
H
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.
H
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.
H
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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Policy Application from A to Z | Warranty Extensions Page 162
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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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Policy Application from A to Z | Warranty Extensions Page 163
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
A
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
W
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.
W
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
A
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
W
ARRANTY EXTENSION COVERAGE
This warranty extension covers only the diagnosis and repair of the DSG transmission.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
A
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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Policy Application from A to Z | Warranty Extensions Page 166
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.”
W
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.
W
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.
W
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
W
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.
W
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
V
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.
S
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.
W
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
W
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance number 2015153 for the applicable repair procedure.
V
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.
S
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
W
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.
W
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.
V
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.
S
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 20062008 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.
W
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2027457 for the applicable repair procedure.
V
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.
S
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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.
W
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.
W
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.
V
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.
S
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.
W
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.
W
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2028396 for the applicable repair procedure.
V
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.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of the engine exhaust flap.
W
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2031583 for the applicable repair procedure.
V
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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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
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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Policy Application from A to Z | Warranty Extensions Page 178
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.
W
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2028415 for the applicable repair procedure.
V
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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Policy Application from A to Z | Warranty Extensions Page 179
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
HAT IS THE PROBLEM
Volkswagen has determined that a faulty fuel injector may cause minor misfire conditions and, in turn,
cause the Malfunction Indicator Lamp (MIL) on the instrument cluster to illuminate due to the presence
of specific fault codes caused by this component.
Please note that it is highly unlikely that the vehicle will experience an issue with multiple fuel injectors
at the same time.
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.
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.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of a faulty fuel injector.
W
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 a faulty fuel injector 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
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Policy Application from A to Z | Warranty Extensions Page 180
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
other conditions or (2) required to bring the vehicle up to factory specifications are not covered by
this warranty extension.
W
ARRANTY EXTENSION COVERAGE LIMITATIONS
The warranty and maintenance information that came with the owner’s vehicle contains information on
the limited warranties applicable to their Volkswagen model. Owners should read these limited
warranties carefully to determine their warranty rights and obligations, as this information also applies
to the coverage provided to them in this warranty extension.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2033805 (01-13-14) for the applicable repair procedure.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Fuel Injector 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
Fuel Injector Limited Warranty Extension.
Claim Type: 110
Service Number: 2440
A
DDITIONAL IMPORTANT INFORMATION
Warranty will only cover a defective fuel injector
The "comments" field of the warranty claim must include the applicable fault(s) supporting the
repair
Paperless GFF (or printed copy) must be available
3.63.1.16 INTAKE MANIFOLD LIMITED WARRANTY EXTENSION
Volkswagen has extended the Emissions Control Systems Warranty for the intake manifold 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.
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
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Policy Application from A to Z | Warranty Extensions Page 181
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
W
HAT IS THE PROBLEM
Volkswagen has determined that, under specific conditions, a faulty intake manifold may cause the
Malfunction Indicator Lamp (MIL) on the instrument cluster to illuminate due to the presence of specific
fault codes caused by this component.
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.
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.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of a faulty intake manifold.
W
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 a faulty intake manifold 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.
W
ARRANTY EXTENSION COVERAGE LIMITATIONS
The warranty and maintenance information that came with the owner’s vehicle contains information on
the limited warranties applicable to their Volkswagen model. Owners should read these limited
warranties carefully to determine their warranty rights and obligations, as this information also applies
to the coverage provided to them in this warranty extension.
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Policy Application from A to Z | Warranty Extensions Page 182
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
REPAIR PROCEDURE
Refer to ElsaPro for the applicable repair procedure. Refer to Technical Bulletin Instance Number
2031075 for assistance in diagnosis.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Intake Manifold 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
Intake Manifold Limited Warranty Extension.
Claim Type: 1PT
Service Number: 2447
A
DDITIONAL IMPORTANT INFORMATION
Warranty will only cover a defective intake manifold
The "comments" field of the warranty claim must include the applicable fault(s) supporting the
repair
Paperless GFF (or printed copy) must be available
3.63.1.17 TURBOCHARGER LIMITED WARRANTY EXTENSION
Volkswagen has extended the Emissions Control Systems Warranty for the turbocharger under
specific conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s original in-
service date, for certain 2012 2013 Model Year Volkswagen Passat TDI engine vehicles with engine
code CKRA.
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.
W
HAT IS THE PROBLEM
Volkswagen has determined that, under specific conditions, the turbocharger could malfunction and
may cause the Malfunction Indicator Lamp (MIL) on the instrument cluster to illuminate due to the
presence of specific fault codes caused by this component. Additionally, you may hear noise coming
from the turbocharger. This condition may also lead to reduced engine performance if the MIL-on
issue is not addressed.
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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 a smog check inspection, and the vehicle registration application could be denied.
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.
WHAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of a faulty turbocharger.
W
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 a faulty turbocharger 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.
W
ARRANTY EXTENSION COVERAGE LIMITATIONS
The warranty and maintenance information that came with the owner’s vehicle contains information on
the limited warranties applicable to their Volkswagen model. Owners should read these limited
warranties carefully to determine their warranty rights and obligations, as this information also applies
to the coverage provided to them in this warranty extension.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2036110 for the applicable repair procedure.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Turbocharger 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.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
SAGA WARRANTY CLAIM TYPE AND SERVICE NUMBER
Dealers must use the following claim type and service number when submitting warranty claims for the
Turbocharger Limited Warranty Extension.
Claim Type: 1PT
Service Number: 2130
3.63.1.18 DRIVER’S DOOR WIRING HARNESS LIMITED WARRANTY EXTENSION FOR MY 2005 OR 2006
(A5) JETTA VEHICLES (VIN RANGE FROM 1K_5M000001 TO 1K_6M759703)
The New Vehicle Limited Warranty for the driver’s door wiring harness for Model Year 2005 or 2006
(A5) Jetta vehicles, VIN range from 1K_5M000001 to 1K_6M759703, is extended to 8 ½ 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.
EXTENDED WARRANTY PARAMETERS
The extension will cover the repair or replacement, by an authorized Volkswagen dealer, of the
driver’s door wiring harness (VWGoA part number 1K5971120H or 1K5971120G) installed in the
left front driver’s door, and any wiring or connectors that must be replaced when repairing or
replacing the wiring harness ("Covered Parts") in Model Year 2005 or 2006 (A5) Jetta vehicles,
VIN range from 1K_5M000001 to 1K_6M759703.
Repair or replacement will also be available by an authorized Volkswagen dealer under the
extended warranty if proof (such as a repair estimate) is provided that the problem with the
Covered Parts which necessitates the repair or replacement had previously been brought to the
attention of and documented by an authorized Volkswagen dealer or other repair facility within the
8 ½ years or 100,000 miles (whichever occurs first) extended warranty period.
Repair or replacement under this extended warranty must be performed by an authorized
Volkswagen dealer.
The Extended Warranty is subject to the same terms and conditions as the New Vehicle
Limited Warranty.
Damage resulting from abuse, alteration or modification, a collision or crash, vandalism
and/or other impact are excluded and not covered by the Extended Warranty.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Driver’s Door Wiring Harness 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 USAVW-WTYEXT-FA Front Driver Door Wiring Harness Warranty Ext and
the warranty extension parameters.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
SAGA WARRANTY CLAIM TYPE AND SERVICE NUMBER
Dealers must use the following claim type and service number when submitting warranty claims for the
Driver’s Door Wiring Harness Limited Warranty Extension.
Claim Type: 110
Service Number: 9732
3.63.1.19 LEFT CYLINDER HEAD LIMITED WARRANTY EXTENSION
Volkswagen has extended the Emissions Control Systems Warranty for the left cylinder head under
specific conditions to 10 years or 150,000 miles, whichever occurs first, from the vehicle’s original in-
service date, for certain 2011 2012 Model Year Volkswagen Routan 3.6L Engine vehicles with
engine code CJRA.
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.
W
HAT IS THE PROBLEM
Volkswagen has determined that, under specific conditions, a valve guide and valve seat wear
condition on the left cylinder head may result in engine misfire and can cause the Malfunction Indicator
Lamp (MIL) on the instrument cluster to illuminate due to the presence of specific fault codes caused
by this condition. This may also lead to reduced engine performance if the MIL-on issue is not
addressed.
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 a smog check program, and the vehicle registration application could be denied.
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.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of a faulty left cylinder head.
W
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.
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Policy Application from A to Z | Warranty Extensions Page 186
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Other conditions unrelated to a faulty left cylinder head 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.
W
ARRANTY EXTENSION COVERAGE LIMITATIONS
The warranty and maintenance information that came with the owner’s vehicle contains information on
the limited warranties applicable to their Volkswagen model. Owners should read these limited
warranties carefully to determine their warranty rights and obligations, as this information also applies
to the coverage provided to them in this warranty extension.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2038672 for the applicable repair procedure.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Left Cylinder Head 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
Left Cylinder Head Limited Warranty Extension.
Claim Type: 1PT
Service Number: 1570
Damage Code: 0055
3.63.1.20 HIGH-PRESSURE FUEL PUMP LIMITED WARRANTY EXTENSION
Volkswagen has extended the warranty for the high-pressure fuel pump (HPFP) 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 (MY) Volkswagen TDI
®
engine vehicles.
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.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
CERTAIN 2009 2012 MY JETTA TDI VEHICLES
CERTAIN 2009 2012 MY JETTA SPORTWAGEN TDI VEHICLES
CERTAIN 2010 2012 MY GOLF TDI VEHICLES
CERTAIN 2009 2012 MY TOUAREG TDI VEHICLES
CERTAIN 2012 MY PASSAT TDI VEHICLES
This warranty extension covers the replacement of the high-
pressure fuel pump only if:
the vehicle has a Volkswagen-approved misfueling
guard installed prior to the HPFP failure and
the correct, uncontaminated fuel is present in the
vehicle.
Diagnosis to determine the cause of the failure will be
covered regardless if the HPFP replacement is covered by
the warranty extension.
This warranty extension covers the replacement
of the high-pressure fuel pump only if:
the correct, uncontaminated fuel is present
in the vehicle.
Diagnosis to determine the cause of the failure
will be covered regardless if the HPFP
replacement is covered by the warranty
extension.
Upon confirmation of both the correct, uncontaminated fuel
and the installation of the misfueling guard, the high-
pressure fuel pump will have coverage under this warranty
extension.
Upon confirmation of the correct,
uncontaminated fuel, the high-pressure fuel
pump will have coverage under this warranty
extension.
If the misfueling guard is damaged or absent, or if analysis
shows incorrect or contaminated fuel, the vehicle will not
have coverage under this extension.
If analysis shows incorrect or contaminated fuel,
the vehicle will not have coverage under this
extension.
Refer to Technical Bulletin Instance Number 2041063 for
the applicable repair procedure.
Refer to Technical Bulletin Instance Number
2041057 for the applicable repair procedure.
A
dditionally, this warranty extension will not cover:
Any damage or malfunctions caused by the installation of non-factory components intended to
modify the engine and/or allow the vehicle to run on a non-commercially manufactured “alternate”
fuel.
Other conditions unrelated to a faulty high-pressure fuel pump that may cause the MIL and/or
glow plug light 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.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the 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.
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Policy Application from A to Z | Warranty Extensions Page 188
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
SAGA WARRANTY CLAIM TYPE AND SERVICE NUMBER
Dealers must use the following claim type and service number when submitting warranty claims for the
High-Pressure Fuel Pump Limited Warranty Extension.
Claim Type: 1PT
Service Number: 2374
L
OANER VEHICLE ELIGIBILITY
Active VW Customer Mobility Program (VWCMP) loaner vehicles are eligible to receive $35 per day
for loaner expense reimbursement under this warranty extension. For dealers enrolled in the
VWCMP, a non-VWCMP loaner vehicle can be provided at a reimbursement rate of $25 per day or a
VW rental at $35 if a VWCMP loaner is not available. These claims must be submitted in SAGA on a
separate line using claim type 1SP.
A
DDITIONAL IMPORTANT INFORMATION
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").
An automated email (example below) will be forwarded to the Dealer advising them that the fuel
sample lab report (Certificate of Analysis) is available. The email will include an embedded link to VW
Google (allowing the Dealer to log in right from the email) and will instruct the Dealer on how to obtain
the report (Certificate of Analysis).
Automated Email Example
Fuel Sample Lab Report (Certificate of Analysis) Examples
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Policy Application from A to Z | Warranty Extensions Page 189
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.63.1.21 INJECTION PUMP LIMITED WARRANTY EXTENSION
Volkswagen has extended the Emissions Control Systems Warranty for injection pump replacement
under specific conditions to 10 years or 120,000 miles, whichever occurs first, from the vehicle’s
original in-service date, for certain 2011 2013 Model Year Volkswagen 2.0 L TFSI engine vehicles.
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 or by the US9 "Warranty Key" on the "Vehicle Data" screen in ElsaPro. 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.
W
HAT IS THE PROBLEM
Volkswagen has determined that under certain conditions, the output signal from the vehicle’s Engine
Control Module (ECM) to the in-tank fuel pump may reduce fuel supply pressure to the fuel rail. If this
happens, the Malfunction Indicator Light (MIL) will illuminate, and the DTC code P0087 "Fuel
Rail/System Pressure Too Low Bank 1" will be stored in the ECM. A vehicle with this condition will
not pass an IM (emissions) inspection.
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.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers only the diagnosis and replacement of the injection pump.
W
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 injection pump 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.
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Policy Application from A to Z | Warranty Extensions Page 190
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
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.
R
EPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2031426 for the applicable diagnosis procedure.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Injection 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.
SAGA
WARRANTY CLAIM TYPE AND SERVICE NUMBER
Dealers must use the following claim type and service number when submitting warranty claims for the
Injection Pump Limited Warranty Extension.
Claim Type: 1PT
Service Number: 2463
3.63.1.22 HEATER CORE LIMITED WARRANTY EXTENSION
Volkswagen has extended the warranty for the heater core under specific conditions to 10 years or
120,000 miles, whichever occurs first, from the vehicle’s original in-service date, for certain 2013
2014 Model Year Volkswagen Passat TDI vehicles with engine code CKRA.
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.
W
HAT IS THE PROBLEM
An occupant may notice that the cabin heating output is insufficient on the passenger side.
W
HAT DOES THIS WARRANTY EXTENSION COVER
This warranty extension covers the diagnosis and replacement of the heater core in cases where there
is insufficient heating output on the passenger side of the vehicle.
W
HAT IS NOT COVERED UNDER THIS WARRANTY EXTENSION
This warranty extension will not cover 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.
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Policy Application from A to Z | Warranty Extensions Page 191
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
REPAIR PROCEDURE
Refer to Technical Bulletin Instance Number 2040580 for the applicable repair procedure.
V
EHICLE ELIGIBILITY
To determine if a vehicle is eligible for the Heater Core 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
Heater Core Limited Warranty Extension.
Claim Type: 110
Service Number: 8023
3.63.2 WARRANTY EXTENSION FOR DEMONSTRATOR, SERVICE LOANER, DRIVER
EDUCATION, DEALER DAILY RENTAL OR VWOA COMPANY CARS
As of August 1, 2007, warranty extensions can no longer be purchased for vehicles that have been put
in service prior to the retail delivery date. These vehicles include:
Demonstrators
Service loaners
Driver education vehicles
Dealer daily rentals
VWoA company cars purchased by the dealer
Claims submitted for warranty extensions purchased through July 31, 2007 will continue to be honored
until their normally scheduled expiration date or mileage, whichever occurs first.
When both the demonstrator extension and WorldAuto Certified Pre-Owned Limited Warranty apply,
the demo extension takes precedence. This extension only pertains to the NVLW. No other warranties
or Volkswagen Carefree Maintenance can be extended.
W
ARRANTY EXTENSION REPAIR CLAIM PROCESSING CLAIM TYPE S10
The warranty extension claim is processed in the usual manner. Claim type S10 extends the new
vehicle warranty by the remaining time and mileage of the warranty extension.
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Policy Application from A to Z | Warranty Repair Acceptance Process in WISE Page 192
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
3.64 WARRANTY REPAIR ACCEPTANCE PROCESS IN WISE
There are certain vehicle repairs that require a technical assessment be performed to determine if the
repair is warrantable. Currently, these repairs are:
1. Convertible Top
2. Clutch Disc [Excludes Direct Shift Gearbox (DSG)]
3. Window/Sunroof Glass
4. Paint
5. Corrosion
Dealers submit and track technical assessment requests online using the Warranty Repair Acceptance
(WRA) process in the WISE Operations section.
For the above-listed repairs, warrantability must be determined by the QTM Team using the Warranty
Repair Acceptance process in WISE, prior to starting the repair.
Digital images are required for all technical assessments and must be attached to the WRA
Request submitted for processing.
For all WRA Requests that are "Accepted" by the QTM Team, the "Acceptance Code" generated
from WISE must be entered in the beginning of the Comment field in the SAGA claim.
Note: An "Accepted" decision on a WRA Request indicates that the repair may be submitted for
reimbursement. It does not indicate automatic approval of the SAGA claim. SAGA claims must meet
published policy and claim coding requirements to be accepted for processing.
Warranty Repair Acceptance is NOT an authorization or approval of a SAGA claim entered by a
Dealer.
Instructions for using the Warranty Repair Acceptance process in the WISE Operations section are
available in the WISE Resource Center under Dealer Processes & Guides > Warranty Information and
Service Evaluation (WISE) > Warranty Repair Acceptance Process Guide for Dealers.
3.65 WEAR AND TEAR COVERED COMPONENTS NVLW
See section 1.2.1.1 Wear and Tear Covered Components - NVLW.
3.66 WHEEL ALIGNMENT AND BALANCE
NVLW
Wheel alignment* (except for Touareg) and balance* will only be accepted under warranty when the
repair is made during the PDI. Once a vehicle has been delivered or put in use, alignment* (except for
Touareg) and balancing* will not be considered under the terms of the New Vehicle Limited Warranty
unless required in conjunction with a warrantable repair.
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Policy Application from A to Z | Wiper Blades Page 193
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
*Exception: Wheel alignment and 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 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.
Touareg wheel alignment:** Wheel alignment on all model year Touareg vehicles is allowed only
once between 1,000 miles and 6,000 miles in service, if supported with a customer concern. Touareg
alignment is not allowed during PDI. After one wheel alignment or 6,000 miles, whichever occurs first,
any subsequent need for wheel alignment will be considered a customer pay item unless required in
conjunction with a warrantable repair. The before and after alignment specifications' printout must be
attached to the repair order.
**One-time wheel alignment payment on Touareg exceptionup to VIN 4D025443
For a customer concern that a wheel alignment be performed on a vehicle, Volkswagen will also pay
for a one-time wheel alignment on Touareg vehicles over 6,000 miles with a VIN up to 4D025443.
Premature tire wear, for front tires only, will also be reimbursed as consequential damage, if
applicable.
In cases where a wheel alignment was previously performed on those vehicles falling within the VIN
break, but never claimed, Volkswagen will also accept a claim for a one-time wheel alignment, along
with premature tire wear, for front tires only, if applicable.
Claim Type: 110
Service Number: 4485
Damage Code: 0011
If front tires are replaced due to consequential, premature wear, claim the cost of the front two tires in
"outside material" (SAGA) and use the appropriate labor operations for front tire replacement.
The wheel alignment time must be punched on and off separately, and a copy of the wheel alignment
printouts must be attached to the repair order hard copy.
Retain the prematurely worn tires, in case inspection is necessary, until the claim has paid. After the
claim has paid, scrap and destroy the tires so that they cannot be used again for their intended
purpose.
3.67 WIPER BLADES
Also see 1.2.1.1 Wear and Tear Covered Components - NVLW.
NVLW
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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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 194
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4 VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY
4.1 NEW VEHICLE RECEIPT
4.1.1 TRANSPORTATION INSPECTION
At dealer delivery, all new vehicles must be carefully inspected before a dealer representative signs
the carrier delivery receipt. Carrier delivery receipts can be recorded using: 1) Hand-held electronic
devices or 2) Printed paper copies. This includes vehicles accepted for storage only, vehicles
accepted for another entity, and vehicles with major damage including flood or fire damage.
Volkswagen recommends trained personnel are available to inspect vehicles and document damage
during normal business hours, including Saturday. New vehicles must remain in the sight of the
transport driver during the new vehicle receipt process. Time allowed to inspect a vehicle is 15
minutes each, or a maximum of 1 hour for a full truckload. Inspection time is not eligible for
reimbursement.
All damage and pilferage must be noted on the carrier delivery receipt, and co-signed by the transport
driver. A signed delivery receipt transfers liability to the dealer for non-concealed damage found after
the carrier leaves. Failure to properly note all vehicle damage may result in a transportation claim
payment being delayed or denied.
Note: Damage found on vehicles received by the dealer via a hand-held electronic delivery receipt
must be noted in the "Damages section" along with the referenced VIN on the electronic device,
PRIOR to dealer and carriers signatures. All damage noted after the dealer has signed the electronic
hand-held device will not be accepted. The exception is “concealed” damage or damage discovered
under an undisturbed RAPGUARD/Vehicle Shipping Cover.
Dealers must consult with the carrier's driver to determine how/where to obtain a copy of their signed
delivery receipt.
Dealer personnel may not remove the RAPGUARD/Vehicle Shipping Cover/Safety Seal before
inspection personnel have completed and signed the delivery receipt. It is unacceptable for
dealer inspection personnel or the transport driver to write a notation on the delivery receipt for
damage found under undisturbed RAPGUARD/Vehicle Shipping Cover/Safety Seal.
Inspection Process at Time of Receipt
1. VIN - Verify the Vehicle Identification Number (VIN) on each document and vehicle.
2. Exterior and Interior Areas - Carefully inspect all visible exterior areas and the complete
interior area.
3. RAPGUARD/Vehicle Shipping Cover/Safety Seal - Panels/bumpers covered by the
RAPGUARD/Vehicle Shipping Cover/Safety Seal require close examination. Should a disturbance
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 195
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
be detected on a surface covered by the RAPGUARD/Vehicle Shipping Cover/Safety Seal, dealer
inspection personnel and the transport driver must jointly remove the RAPGUARD Vehicle
Shipping Cover/Safety Seal to determine the extent of body damage. The cargo area of the
vehicle should be inspected if the Vehicle Shipping Cover is not properly secured over the rear
portion of the vehicle (evidence of entry during transport). Damage must be noted on the carrier’s
delivery receipt with the comment “cover disturbed”.
4. Trunk - Carefully inspect the cargo/trunk area on vehicles without a Vehicle Shipping
Cover/Safety Seal.
5. Damage/Missing - Damage and missing items relating to transportation carrier responsibility
must be noted on the carrier delivery receipt using the 5-digit damage code system established by
the Automotive Industry Action Group (AIAG). These codes can be found in WISE under
Resource Center > Transportation Guidelines.
It is the responsibility of both dealer inspection personnel and the transport driver to ensure
damage notations and AIAG codes accurately describe damage or missing items.
Note:
1) Damage relating to Warranty must not be noted on the carrier delivery receipt.
2) "Scratches" do not require straightening time to repair. If straightening time will be involved, use
"dents" or "gouges" as the exception description.
6. Remarks - The transport driver may list notations in the "Carrier Remarks" section of the delivery
receipt referring to a noted exception as non-transportation damage. It is recommended that
dealer inspection personnel include a notation in the "Dealer Remarks" section agreeing with, or
denying the driver's non-transportation damage allegation. Unless there is a counter signature
from dealer inspection personnel, non-transportation damage notations will be considered as
transport related.
7. Signature - Obtain the transport driver's signature. It indicates the transport driver has been
informed of the delivery inspection results. Sign for vehicle receipt only after all of the above have
been completed.
8. Transportation Claim - A transportation claim may be filed through SAGA using claim type 9T1
for carrier responsibility damage/pilferage found and noted on the delivery receipt.
Vehicle By-pack Inspection
The term "by-pack" is used to describe the bag of parts provided by the factory for installation by the
dealer prior to vehicle delivery to the customer. Wiper blades, center wheel caps and a spare set of
keys are common parts that are included in the by-pack. The by-pack must be inspected and the
contents verified within 48 hours (second working day) after receipt.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 196
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
"Concealed" Transportation Damage
A vehicle must be inspected for concealed damage no later than 24 hours (next working day) after
receipt.
Concealed damage only includes damage to the:
Undercarriage
Tire treads
Insides of wheel wells
Vehicle Receipt "Subject to Inspection" (STI)
A vehicle received after normal business hours or in a snow or ice-covered condition (not rain or dirt),
must be inspected no later than 24 hours (next working day) after receipt. The carrier delivery receipt
must be marked "subject to inspection" and signed by a dealer representative.
Notifying Transport Carrier of "Concealed" Damage or "Subject to Inspection" Damage
A suggested form letter for notifying the last transport carrier of "concealed" damage or "subject to
inspection" damage is available on WISE under Resource Center > Transportation Guidelines. It
should be put on the dealer's letterhead. If proper exceptions are noted on the carrier delivery receipt,
a trucker notification letter is not needed.
All damage must be reported to the last carrier/handler no later than 48 hours (second working day)
after vehicle receipt. Damage information on the letter must be described in detail. The completed
letter must be sent to the last transport carrier by certified mail, verifiable fax or email.
A copy of the letter and postmarked certified mail or fax receipt, the original carrier delivery receipt,
photos, and any other applicable documents are to remain in the deal jacket for the corresponding
vehicle, subject to request by the carrier or the Volkswagen Transportation Department.
Receipt of Vehicles with Major Damage
Major damage is defined as steering, powertrain, structural, or safety equipment damage, or damage
repair costs exceeding $1,000. The dealer must temporarily store a vehicle that has flood, fire, or other
major damage, even if it will not be repaired by the dealership. The dealer must accept delivery of
vehicles with major damage. The transporter is not authorized to move the vehicle to another location.
"For storage only" and damage codes must be noted on the carrier’s delivery receipt. Notify the
Transportation Damage Claims Department by telephone or email using the table Volkswagen
Transportation Damage Claims Department Contact Information. Claims personnel will determine the
disposition of the vehicle. Be prepared to send an estimate of repair, a copy of the delivery receipt and
pictures, when available. The dealer is not authorized to repair vehicles with major damage that will
ultimately be returned to VWGoA. Do not begin any repairs prior to the Transportation Damage Claims
Department's disposition notification.
Repair Completion
Transportation damage repairs must be completed within 30 days of vehicle receipt.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 197
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Inter-Dealer Transfers
It is the responsibility of the repairing dealer to make transportation damage repairs and to file claims.
Once a vehicle is dealer traded, neither Volkswagen nor the carrier are responsible for missing items;
both dealers involved must work together to come to an agreement.
4.1.2 TRANSPORTATION CLAIM DAMAGECLAIM TYPE 9T1
Note: A repair order for all damage related to or associated with the transportation of a vehicle must
be opened no later than 48 hours (second working day) after the vehicle is delivered to the dealership.
A transportation claim (repair order) with a reception date more than 48 hours (second working day)
after delivery date will be cancelled.
VOLKSWAGEN TRANSPORTATION DAMAGE CLAIMS
DEPARTMENT CONTACT INFORMATION
Phone:
877-365-0343
Fax:
586-276-4730
Address:
6699 Chicago Road
Warren, MI 48092
Email:
VW-damage@vehiclaims.com
4.1.2.1 DAMAGE FOUND AT TIME OF DELIVERY, ATTRIBUTABLE TO LAST TRANSPORTATION
CARRIER AND LISTED ON THE DELIVERY RECEIPT
The following items should be noted as transportation carrier responsibility on the carrier delivery
receipt and submitted for reimbursement on a transportation claim (claim type 9T1).
Damage resulting from physical impact, abuse, abrasion, vandalism, weather conditions, or other
carrier negligence. Include damage found through or under disturbed RAPGARD/Vehicle
Shipping Cover.
Missing standard equipment items (determined by the vehicle's model code) such as antennas,
license plate brackets, keys, wipers, wheel covers, center caps, spare tire/wheel/tools, or floor
mats when vandalism is evident. List each item separately, including those from a disturbed
by-pack bag
Any paint deterioration or chips on left front driver’s door
Stained or soiled interior, including upholstery
Broken glass that is not caused by stress
Concealed damage, which is defined as damage to undercarriage, tire treads, or inside of wheel
wells only
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 198
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1.2.2 BODY DAMAGE RELATED TO RAPGARD/VEHICLE SHIPPING COVER
Body damage hidden by undisturbed RAPGARD/Vehicle Shipping Cover, discovered only after
removal of the RAPGARD/Vehicle Shipping Cover should be submitted for reimbursement on a
transportation claim (claim type 9T1). Damage caused by flapping or deterioration of the
RAPGARD/Vehicle Shipping Cover during transport must also be submitted on a transportation
claim.
All RAPGUARD/Vehicle Shipping Cover claims must be substantiated by detailed documentation
and photographic evidence of the damage. A digital photo(s) of the RAPQUARD/Vehicle Shipping
Cover damage must be taken, remain with the repair order, and be available for review by
Volkswagen if documents are requested. The photo must contain the identifiable VIN for the
appropriate vehicle.
A copy of the repair order and delivery receipt must be provided to the Volkswagen
Transportation Damage Claims Department by verifiable fax or email whenever damage related to
RAPGUARD/Vehicle Shipping Cover occurs. The repair order must be opened and sent no later
than 48 hours (second working day) after the vehicle is delivered to the dealership. If the required
notification is not provided to the Volkswagen Transportation Claims Department, a claim for the
damage may be cancelled.
There are three (3) levels of body damage for RAPGARD/Vehicle Shipping Cover claims:
1. Level 1Impact damage under the RAPGARD/Vehicle Shipping Cover such as scratches,
dents, broken glass, or other damage clearly attributable to outside influence; and such damage
requires body panel repair or part replacement.
Claim comments must include 100FBC
2. Level 2Damage caused by RAPGARD/Vehicle Shipping Cover being torn or ripped, or flapping
during transit causing damage to painted body panels, trim, and/or parts; and such damage
requires body panel repair or part replacement.
Claim comments must include 200FBC
3. Level 3Damage caused by Vehicle Shipping Cover movement during transit (cover not torn,
ripped, or flapping) resulting in scuffed parts requiring replacement and/or scuffed paint panels
which require paint work.
Claim comments must include 300FBC
Note:
1) Minor surface scratches, scuffs, or residue from the RAPGARD/Vehicle Shipping Cover, which can
be removed by polishing the surface, are part of new vehicle prep and are not considered damage for
any of the damage levels defined in this section.
2) FBC 100, 200, and 300 do not include wheel damage.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 199
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1.3 WARRANTY CLAIM DAMAGECLAIM TYPE 910
The following items are to be corrected under warranty and submitted for reimbursement on a
warranty claim (claim type 910):
Sheet metal damage such as wavy or protruding metal; file, grinder, or weld marks, or painted-
over dents with a Damage Severity Code of 1
Missing standard equipment items (determined by the vehicle's model code) such as antennas,
license plate brackets, keys, wipers, wheel covers, center caps, spare tire/wheel/tools, or floor
mats when vandalism is NOT evident (see section Transportation Claim Damage)
Missing moldings, emblems, or decals when there is clear evidence they were never installed.
(For missing or additional optional equipment, see Misbuilt Vehicles.)
Missing items from an undisturbed by-pack bag
Paint color mismatched, chips on panel edges, except left front driver’s door, and paint damage
caused by misalignment of panels or molding
Broken glass that is caused by stress
Wheel damage found under an undisturbed wheel cover
Note: Minor surface scratches or scuffs which can be removed by polishing the surface, are part of
new vehicle prep and are not included as transportation claim damage or warranty claim damage.
Volkswagen requires that the vehicle delivery inspection for missing factory-provided items be
performed within 24-hours (next working day) from vehicle delivery by the carrier.
For missing items covered under warranty:
A repair order must be opened within 48 hours (second working day) from vehicle delivery by the
carrier
A warranty claim must be submitted within 15 days from carrier delivery
Missing items such as antennas, floor mats, and fuses should be claimed separately from the PDI
(parts only) since the time to install them is included in the PDI. Do not charge out labor on the
claim. The delivery receipt must be kept with the warranty repair order.
Volkswagen Warranty is not responsible for vehicle damage which occurs while a vehicle is in dealer
inventory.
Misbuilt Vehicles
A misbuilt vehicle is defined as a vehicle with optional equipment that does not match the Monroney
Label. Volkswagen Warranty is not involved. When a vehicle is received, and equipment on the
vehicle does not match the Monroney Label, either missing (not presumed theft) or additional, the
Volkswagen Region Sales Operations Team must be notified within 24 hours (next working day) after
receipt. A new Monroney Label will be issued. Missing or incorrect equipment identified as optional on
the Monroney Label is not claimable under warranty. For missing standard equipment, see sections
Transportation Claim Damage and Warranty Claim Damage.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 200
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1.4 TRANSPORTATION CLAIMS – CLAIM TYPE 9T1
4.1.4.1 TRANSPORTATION CLAIM SUBMISSION
A transportation claim (claim type 9T1) must be filed within 45 days after vehicle receipt.
The dealer must retain all documentation. Do not send any documents, including claims, directly
to carriers, ports, or the Volkswagen Transportation Damage Claims Department unless
specifically advised to do so by the Transportation Damage Claims Department.
The dealer is responsible to monitor transportation claims. Contact the Transportation Damage
Claims Department by telephone or email using the table Volkswagen Transportation Damage
Claims Department Contact Information if a claim is not paid within 6 weeks.
4.1.4.2 PHOTOGRAPHS
Digital photographs are required for each vehicle and must accompany a transportation claim when:
Labor for straightening exceeds 500 time units
Body parts that exceed $500 warranty price are replaced
Glass is replaced
Damage from the RAPGUARD/Vehicle Shipping Cover occurs
4.1.4.3 TRANSPORTATION CLAIM REIMBURSEMENT
Reimbursement is made following approval by transportation claim adjusters. Claims are credited
to the dealer's monthly accounts receivable statement with the reference "TC" followed by the
audit trail number.
Acceptance of the reimbursement credit constitutes a pledge that all repairs have been made in
accordance with standards of the applicable Volkswagen repair manuals.
Note: A debit will appear on the dealer’s monthly parts statement for invalid claims.
Labor is reimbursed at the dealer's warranty reimbursement rate.
Parts are reimbursed at the dealer's warranty reimbursement rate for the model year vehicle being
repaired.
Tires are reimbursed at dealer cost, either outside purchase or Volkswagen parts cost, as
documented with the claim.
Material units and set-up time are included in transportation damage refinishing times; therefore
the material units and set-up time shown in the Volkswagen labor operation do not apply to
transportation damage claims.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt Page 201
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.1.4.4 RETENTION OF DOCUMENTS
Each transportation claim file must be kept for a period of 2 years from the date the claim was paid
and must contain:
Carrier delivery receipt (consignee's copy #1) with
Itemized, detailed, and legible damage list
Driver's signature acknowledging damage list
Repair order number
Original repair order (front and back) with
List of completed repairs
Time flag
Materials used
Sublet repair invoices
Photographs (when required)
A copy of the transport carrier notification letter with certified mail receipt (if "concealed" damage
or "subject to inspection" damage)
Volkswagen parts order confirmation or outside purchase invoice (for tires only)
4.1.4.5 SALVAGE PARTS
Whenever transportation damaged parts (body or mechanical) are replaced, all damaged parts must
be retained by the dealership for a minimum of 60 days following the date of vehicle delivery. The
transport carrier has 60 days from the date of vehicle delivery to request parts be surrendered or
shipped (collect) to a designated location.
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Vehicle Receipt, Storage and Customer Delivery | Vehicle Inventory Storage/Maintenance Page 202
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.2 VEHICLE INVENTORY STORAGE/MAINTENANCE
NEW VEHICLE STORAGE GUIDELINES
Dealers are responsible for the storage, care and proper conditioning of new vehicles held in
dealer inventory.
Damage or deterioration resulting from improper vehicle storage to items such as paint (except for
chemical paint spotting from atmospheric fallout acid rain), trim, seals, chrome and batteries are
not covered by the NVLW.
In cases where proper vehicle protection is neglected, the dealer is responsible for labor and/or
parts replacement or refinishing.
I
NVENTORY MAINTENANCE
The Dealer is responsible to perform inventory maintenance every 30 days after receipt of a vehicle
until it is sold. The 30-Day Inventory Maintenance Checklist is available on ServiceNet > Pre-Delivery
> 30-Day Inventory Maintenance Checklist and is also available on WISE > Resource Center > Forms
> 30-Day Inventory Maintenance Checklist. The completed 30-Day Inventory Maintenance Checklist
must be placed in the service file and a copy placed in the deal jacket. The portion of the checklist
which states “drive vehicle a minimum of 1 mile” must include the vehicle’s beginning and ending
mileage to substantiate driving the vehicle the required minimum distance. Battery test information is
detailed in Section 3.9.2 Battery Test and Maintenance Procedures .
ATMOSPHERIC FALLOUT
Atmospheric fallout/acid rain is defined as transient particle deposition from an unidentifiable
source.
New vehicles in your inventory, requiring paint repair due to chemical spotting/etching
(atmospheric fallout/acid rain) should be repaired prior to sale as an adjustment, submitted as a
warranty claim.
Atmospheric fallout/acid rain which occurs while in carrier possession must be handled as a
transportation claim.
FOM authorization must be obtained on all atmospheric fallout/acid rain claims before the repair is
started.
After sale of the vehicle to the retail customer, chemical spotting/etching will not be eligible for
warranty repairs.
Frequent vehicle washing continues to be one of the best preventative measures to minimize the
risk of fallout damage. We urge you to continue this practice.
S
TORAGE LOCATION
Vehicles should be stored in a clean, dry, closed or roofed area, if possible. When outdoor storage is
used, the following locations should be avoided:
Low areas where flood waters can damage vehicles.
Areas adjacent to factories emitting exhaust air which is corrosive or laden with dirt of any kind.
Areas near body-shop operations.
Storage under trees, where damage to finishes may result from tree sap and/or bird droppings.
Areas near active railroad tracks.
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Vehicle Receipt, Storage and Customer Delivery | Vehicle Inventory Storage/Maintenance Page 203
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
STORAGE DAMAGE BEFORE DELIVERY TO DEALER
Damage resulting from inadequate protection of vehicles during storage is not a warranty matter.
Storage damage must be noted on the delivery receipt at the time of delivery to the dealer (this
includes atmospheric fallout damage).
Examples: Discolored upholstery, deteriorated paint or trim, atmospheric fallout.
Handling: File a transportation claim
S
TORAGE DAMAGE AFTER DELIVERY TO DEALER PRIOR TO SALE
In the event a new Volkswagen vehicle becomes damaged while still in a dealer's possession and
prior to its first use or delivery to a customer, the Volkswagen Dealer Agreement requires that the
vehicle be repaired completely to like-new saleable condition using genuine Volkswagen replacement
parts before such use or delivery. If it cannot be so repaired, it may not be sold to a consumer as a
new vehicle and, at the discretion of Volkswagen, may not be eligible for new vehicle warranty
coverage.
A vehicle which cannot be placed in like-new saleable condition must be reported by the dealer to
Volkswagen (via the Region Sales Operation Team), and the dealer must follow the recommendations
of Volkswagen in repairing or disposing of the unit after the dealer's insurance carrier has acted upon
the dealer's claim. After the dealer's insurance carrier acts upon the claim, the Region Sales Operation
Team must be informed of the disposition of the claim.
Without further notification, Volkswagen may deny warranty coverage on any vehicle that has been
damaged prior to retail delivery. Warranty cancellation will be effective when there are records of
damage or notification that the dealer's insurance carrier has repurchased a vehicle as a constructive
total loss. Volkswagen will notify the dealer of record and his insurance carrier, in writing, of the reason
for removal of warranty eligibility.
Volkswagen has the option under the Dealer Agreement Standard Provisions after vehicle inspection
to repurchase any new vehicle which has sustained substantial damage to prevent such vehicles from
being placed in service.
Dealer action: Inform your Region Sales Operation Team of any substantial damage and of your
insurance carrier's decision.
Region Sales Operation Team action: Inspect vehicle(s) and prepare report
Proper maintenance and protection of new vehicles in storage is the dealer's responsibility.
Repairs resulting from improper maintenance and storage are not reimbursable.
Minor damage, such as paint scratches under the RAPGARD that may not be noticed before
removal of the guarding, may be eligible for warranty coverage.
Sheet metal damage must be identified during the unloading inspection and be noted on the
delivery receipt and must be co-signed by the trucker.
F
LOOD OR FIRE DAMAGE VEHICLES
Dealer is hereby notified that flood or fire-damaged vehicles must be scrapped and may not be used
except for scrappage; vehicles with lesser damage will be considered on a case-by-case basis.
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Vehicle Receipt, Storage and Customer Delivery | Vehicle Inventory Storage/Maintenance Page 204
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
DISCLOSING DAMAGED VEHICLES
There is a small percentage of vehicles that have been brought up to factory standards due to factory
imperfections or transportation damage.
The ports will apply a white round sticker with a blue "W" in the center to the windshield indicating that
a particular vehicle has had a repair(s) performed on it. With this notification, dealers only have to
inquire about stickered vehicles.
The sticker has to be removed prior to retail delivery.
Volkswagen dealers must view disclosure information in ElsaPro for all enhancements done to a
vehicle prior to retail delivery. It is the dealer's responsibility to inform the retail customer if the vehicle
falls into the disclosure parameters applicable to the state in which the vehicle is sold.
If you have questions regarding Disclosure Claims, please contact the Transportation Damage Claims
Department at 877-365-0343.
M
ISSING VEHICLE LITERATURE
When new vehicles are received from Volkswagen with the incorrect or missing vehicle literature, a
SAGA claim may be submitted to seek reimbursement for the replacement(s).
SAGA claim submission can be for the following literature:
Owners Manual
Vehicle Warranty and Maintenance booklet
Radio/CD Player Owners booklet
Note: Claims for booklets other than for missing or incorrect booklets, will not be accepted. Such
claims should be submitted after completion of the PDI, and must be submitted prior to the first
scheduled maintenance.
Claim processing instructions:
Claim Type: 910
Service Number: 0671
Damage Code: 0038
Labor Operation: Not applicable
Parts Information: Use the "Outside Material" field for the part number when replacing Owner's
Literature.
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Vehicle Receipt, Storage and Customer Delivery | Customer Delivery Page 205
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
4.3 CUSTOMER DELIVERY
WARRANTY ACTIVATION
Warranty coverage begins at the in-service date, which is 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 date such vehicle is first placed in service. The dealer is responsible to submit
the correct in-service date, which becomes the warranty activation date.
R
ETAIL REGISTRATION
Dealers must complete the warranty voucher in the maintenance section of the Warranty and
Maintenance booklet when the vehicle is placed in service:
The lower portion of the Vehicle Data Label must be affixed in the appropriate location.
The authorized dealer name, address, and dealer number must be stamped on the voucher.
The in-service date must be entered.
This will establish warranty coverage for the customer, who must present the booklet for dealer stamp
verification each time a maintenance service is performed.
M
ATCHING IN-SERVICE DATES
The in-service dates submitted to Volkswagen and entered in the maintenance section of the Warranty
and Maintenance booklet must be the same or the vehicle is considered out of warranty. A servicing
dealer will note the discrepancy when verifying warranty coverage.
U
NREGISTERED VEHICLES
Unregistered vehicles that have accumulated more than 1,000 miles will be considered in-service.
Warranty claims received for such vehicles will be returned to the dealer.
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WorldAuto Certified Pre-Owned Limited Warranty Administration | Customer Delivery Page 206
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
5 WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY
ADMINISTRATION
For the WorldAuto Certified Pre-Owned Limited Warranty statement see 6.10 WorldAuto Certified Pre-
Owned Limited Warranty.
The WorldAuto Certified Pre-Owned Vehicle (CPO) Limited Warranty Program, for vehicles retailed on
or after January 1, 2000, is a two (2) year or 24,000 miles, whichever occurs first, limited warranty.
The warranty period begins when the New Vehicle Limited Warranty expires or on the WorldAuto
Certified Pre-Owned sale date, whichever occurs later.
WorldAuto CPO warranty repairs for vehicles sold as a WorldAuto CPO vehicle on or after January 1,
2012, will be assessed a $50 deductible payment per customer repair visit. Customers who
purchased CPO vehicles prior to January 1, 2012 are not subject to a deductible for repairs.
The WorldAuto Certified Pre-Owned Limited Warranty is transferable only for private party sales of a
vehicle from one owner to another owner, (for the remainder of the warranty) free of charge. The
transfer of the WorldAuto CPO Limited Warranty is only eligible from owner to owner not from dealer
to owner. Vehicles traded in or sold through non-VW dealerships are also not eligible for WorldAuto
CPO warranty transfer.
WorldAuto Certified Pre-Owned also features 24-Hour Roadside Assistance for two years with
unlimited mileage.
The WorldAuto Certified Pre-Owned Vehicle Limited Warranty is not a service contract and may not be
sold as a separate option to the purchaser, but applies to every eligible pre-owned vehicle as
described herein.
All Volkswagen warranty policies and procedures apply to the WorldAuto Certified Pre-Owned Vehicle
Limited Warranty except to the extent that they are modified by, or in conflict with, the policies and
procedures set out in future bulletins.
I
MPORTANT
WorldAuto CPO vehicle fees may not be explicitly charged to customers
WorldAuto CPO vehicles and their associated warranty may not be removed from the vehicle as
an element of retail price negotiations or in order to lower the selling price
Volkswagen dealers may not certify a pre-owned vehicle during or after the sale
Vehicle certification and warranty must never be “up-sold” or offered as an option to the customer
Vehicles may not be advertised as eligible or qualified for certification if they are not registered in
VCAS
Certification may only be removed in the event the vehicle is damaged in the interim, has an
updated negative CARFAX report or is wholesaled, sold to another dealership, or sent to auction
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WorldAuto Certified Pre-Owned Limited Warranty Administration | Vehicle Eligibility Page 207
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
5.1 VEHICLE ELIGIBILITY
To qualify as a WorldAuto Certified Pre-Owned vehicle, the vehicle must:
Be no older than current or previous six (6) model years (the oldest model year will drop off on
December 31st of each year)
Have less than 75,000 miles at time of certification
Have been in service a minimum of 120 days
Have an eligible CARFAX
®
Vehicle History Report
Meet inspection and reconditioning requirements of the program
Be approved for sale after a review by Volkswagen (The "Certification Request" must be in
"Approved – Sale Pending" status in the Vehicle Certification Administration System, VCAS; if it is
not, an error will appear in OMDWeb.)
A vehicle is not eligible for certification if:
There is any major structural damage or if the vehicle was ever reported "totaled"
The VIN does not match with the plates and paperwork
The mileage showing on the odometer is different from the actual mileage
The vehicle does not have a CARFAX
®
Vehicle History Report
The title is branded
Buybacks that are repurchased from customers due to manufacturer’s defects, mechanical
problems and lemon law issues are not eligible for the certification program. Vehicles that were
repurchased under the Volkswagen customer goodwill policy are eligible for certification. VINs can
be confirmed as "eligible" by entering a certification request into the VCAS certification tab.
Note: If there are any open campaigns, vehicles can be certified after the campaign is completed
and reported.
5.2 INSPECTION & CERTIFICATION
Pre-certified vehicles purchased from auction do not require the inspection process at the dealership
level.
Prior to the sale of any vehicle with a WorldAuto Certified Pre-Owned Vehicle Limited Warranty, it
must be certified.
The vehicle must receive the technical and safety inspection as outlined in the Inspection and
Condition Report provided by VWoA. A Vehicle Inspection and Condition Report supported by a
signed repair order must be completed and maintained at the dealership. Only vehicles inspected
and repaired (as necessary) by a qualified Volkswagen technician are eligible for coverage by the
WorldAuto Certified Pre-Owned Vehicle Limited Warranty. When the technician signs the
Inspection and Condition Report, the dealership takes responsibility that the technician is qualified
to make the necessary and required repairs.
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WorldAuto CPO Limited Warranty Administration | Inspection & Certification Page 208
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
In order to qualify for this program, the vehicle must be upgraded to a first class saleable condition
at the Dealer's expense. Any deficiencies on covered items must be replaced/repaired using
Genuine Volkswagen Replacement Parts and minimum requirement tools and equipment. This
upgrade is the financial responsibility of the selling dealer. Existing warranties such as the New
Vehicle Limited Warranty and Powertrain Limited Warranty are not to be used to upgrade vehicles
to a saleable condition. If a vehicle has remaining New Vehicle Limited Warranty, factory defects
noted during the WorldAuto CPO inspection can be corrected. A Service Manager's/Service
Director’s signature is required on the repair order that addresses these warranty repairs.
Scheduled maintenance service, recommended by the manufacturer, must be performed at dealer
expense.
All open recall campaigns must be completed.
Volkswagen will make the determination if the vehicle is eligible and certifiable. Do not retail a vehicle
until the certification request is in an "Approved Sale Pending" status.
If a vehicle is retailed prior to certification being granted, the WorldAuto Pre-Owned Warranty
Department reserves the right to deny the warranty. A $100 administrative fee, as described in
5.5 Administrative Fee for Non-Standard Parameters of the WorldAuto CPO Program will be
charged to dealers for each occurrence where a non-standard parameter of the CPO program
applies.
A WorldAuto Certified Pre-Owned vehicle must be retailed within 180 days of certification. Mileage on
the vehicle at the retail sale date must not be greater than 1,000 miles of the certification mileage.
Vehicles that are bought pre-qualified at auction carry a 180 day/1,000 mile certification. When a
certification lapses, the dealer may certify the car again, provided it meets the vehicle eligibility
guidelines.
5.2.1 WORLDAUTO CERTIFIED PRE-OWNED VEHICLE CERTIFICATION REQUEST
Certification for eligible vehicles must be applied for online through the Vehicle Certification
Administration System (VCAS). The certification request must be made the same day the Vehicle
Inspection and Condition Report is completed (these two steps are simultaneous). If a vehicle is sold
prior to an "Approved Sale Pending" status, the dealer may be held financially responsible for all
warranty expenses that occur after the used sale date.
For instructions on how to request WorldAuto CPO certification using the VCAS system, please refer
to the VCAS User Manual and the VCAS Quick Reference Guide.
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WorldAuto Certified Pre-Owned Limited Warranty Administration | Warranty Initiation Page 209
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
5.2.2 DENIAL OF CERTIFICATION REQUEST/CANCELLATION
Vehicle certification will be denied online for any of the following reasons:
Insufficient training or experience of the technician that signed the Inspection and Condition
Report
Incomplete or open campaign(s)
Vehicle repair history requires further investigation
Vehicle does not meet eligibility requirements (e.g. model year or mileage)
The certification on a vehicle can only be canceled if the vehicle is wholesaled. In this situation, it is
the dealer's responsibility to cancel the certification request through VCAS. The WorldAuto Certified
Pre-Owned Vehicle Limited Warranty cannot be canceled on a vehicle after retail sale.
5.3 WARRANTY INITIATION
The WorldAuto Certified Pre-Owned Vehicle Limited Warranty activation is a two-step process.
First, a certification request must be filed in the VCAS system as notification that an inspection
has been performed as required. The certification request must reach the "Approved Sale
Pending" status before the car is sold.
Secondly, the WorldAuto Certified Pre-Owned sale must then be properly entered on OMDWeb.
When the sales team reports the WorldAuto Certified Pre-Owned sale in OMDWeb, the VCAS
system will automatically activate the WorldAuto Certified Pre-Owned warranty through the
certification request that is in an "Approved Sale Pending" status. You are not debited for
certification requests that time-out due to the car not being sold in a 180 day period from filing the
certification request.
The Bill of Sale must be filled out and signed by the customer and the salesperson. The Bill of Sale
must state, "Sold as a Certified Pre-Owned". A copy must be given to the customer and another copy
must be placed in the deal jacket.
If you wish to confirm the initiation of warranty, check the VIN on ElsaPro within 48 hours.
W
ORLDAUTO CERTIFIED PRE-OWNED WARRANTY CLAIM TYPE AND COVERED SERVICE NUMBERS
The warranty claim type for the WorldAuto Certified Pre-Owned program is always G10. For a listing
of service numbers covered by the WorldAuto Certified Pre-Owned Warranty, refer to WISE under
Resource Center > CPO Service Numbers. Please check ElsaPro to confirm WorldAuto CPO
coverage.
Volkswagen of America, Inc. reserves the right to audit all G10 claims with regard to the original
certification documents.
For all questions concerning the claim processing/certification and warranty coverage, please contact
Volkswagen Warranty at 1-866-306-8447.
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WorldAuto Certified Pre-Owned Limited Warranty Administration | CPO Warranty Fees Page 210
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
5.4 CPO WARRANTY FEES
The following fees are debited to the dealer through the certification request at the time of the
WorldAuto Certified Pre-Owned retail sale.
WORLDAUTO CERTIFIED PRE-OWNED WARRANTY FEES*
CLASS, MODEL EFFECTIVE 01/01/12
A
$470
Golf (except Golf R), Rabbit, New Beetle, New Beetle
Convertible, Beetle, Jetta, SportWagen, GTI
B
$520
Tiguan, Passat, Eos, CC, R32, Golf R, e-Golf, Jetta
Hybrid
C
$770
Touareg, Routan
*reflects current cost for the limited warranty, subject to change
5.5 ADMINISTRATIVE FEE FOR NON-STANDARD PARAMETERS OF THE
WORLDAUTO CPO PROGRAM
Dealers will be charged a $100 administrative fee for each occurrence where a non-standard
parameter of the WorldAuto CPO program applies.
The fee will be charged for all cases when a dealer is unable to report a sale or requires a sale unwind
as follows:
Unable to report sale: If the dealership sells a WorldAuto CPO vehicle and the certification request
is not in an "Approved Sale Pending" status. To avoid the fee, please ensure that all open
campaigns are completed and that the claims for these campaigns are accepted by the SAGA
system and closed in ElsaPro, before submitting the certification request.
Unable to report sale: If the dealership sells the vehicle without filing a certification request. To
avoid this fee, please ensure that the certification request is in an "Approved Sale Pending"
status before the vehicle is sold to the customer.
Sale unwind: If the dealership submits the certification request twice and/or reports that sale twice
(note that the WorldAuto CPO certification fee would have been charged twice).
Sale unwind: If the dealership reports the sale that ultimately does not close, thus needing the
sale to be "unwound".
Sale unwind - If the dealership tries to transfer WorldAuto CPO warranty. Processing the warranty
transfer can only be done by corporate; if the dealer attempts this process, it cancels the
WorldAuto CPO coverage on that unit.
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WorldAuto CPO Limited Warranty Administration | Customer/Dealer Deductible Page 211
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
5.6 CUSTOMER/DEALER DEDUCTIBLE
WorldAuto CPO warranty repairs for vehicles sold as a WorldAuto CPO vehicle on or after January 1,
2012, will be assessed a $50 deductible payment per customer repair visit. Customers who
purchased CPO vehicles prior to January 1, 2012 are not subject to a deductible for repairs. The
deductible will cover all eligible repairs made during a specific visit to the dealership; in other words,
multiple repairs during a single dealership visit will only be assessed the payment of one $50
deductible for that visit. To verify if repairs for a CPO vehicle will be assessed a deductible, check the
VIN in ElsaPro > Vehicle Data > Enhanced Coverage > Coverage Type. The deductible will not be
visible on the G10 claim in SAGA. The deductible will be automatically charged to the dealer and will
appear as a separate line item in the dealer warranty audit trail (credit note) detail at the time of claim
payment. The dealer is responsible to collect the $50 deductible fee from the WordlAuto CPO
customer. The deductible only applies to the WorldAuto CPO portion of the warranty for vehicles sold
on or after January 1, 2012. The deductible does not apply to the remainder, if any, of the original
factory limited warranty.
5.7 WARRANTY TRANSFER
In the event of a private sale of a vehicle, the remainder of the WorldAuto Certified Pre-Owned Limited
Warranty may be transferred to the subsequent owner at no charge. The new owner is responsible for
initiating the transfer. The transfer is activated by submitting a letter containing the new owner's name,
address, phone number, the name of the previous owner (seller), and the complete VIN of the vehicle,
to Volkswagen of America, Inc.
Send to:
Volkswagen of America, Inc.
Attn: WorldAuto Certified Pre-Owned Warranty Department
Mail Code 2E01
3800 Hamlin Road
Auburn Hills, MI 48326
The WorldAuto Certified Pre-Owned Limited Warranty is transferable only for private party sales of
a vehicle from one owner to another owner. The transfer of the WorldAuto CPO Limited Warranty
is only eligible from owner to owner not from dealer to owner. Vehicles traded in or sold through
non-VW dealerships are also not eligible for WorldAuto CPO warranty transfer.
5.8 DEALER CONFIRMATION OF COVERAGE
Utilize ElsaPro to determine whether or not an owner has the WorldAuto Certified Pre-Owned Limited
Warranty and to verify if repairs for a CPO vehicle will be assessed a deductible. Check the VIN in
ElsaPro > Vehicle Data > Enhanced Coverage > Coverage Type.
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
While ElsaPro provides the most accurate WorldAuto CPO information, vehicle information is subject
to change. Being that a printout given to a customer can be considered a contract, no ElsaPro screen
shots (prints) should be given to the customer.
5.9 INQUIRIES/LITERATURE
WorldAuto operational materials can be ordered through the Volkswagen Brand Store accessible
through www.vwhub.com.
5.10 DEALER COMPLIANCE WITH FEDERAL TRADE COMMISSION USED
MOTOR VEHICLE RULE
Dealers are required to comply with Federal Trade Commission Used Motor Vehicle Trade Regulation
Rule 16 CFR 455, as well as all other federal and state laws respecting the offering of a used vehicle
limited warranty.
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6 APPENDIX: WARRANTY STATEMENTS
6.1 NEW VEHICLE LIMITED WARRANTY
United States MY17
For coverage of model years prior to MY17, please refer to the Warranty and Maintenance booklet for
each model year and to sections 1.2.1 New Vehicle Limited Warranty and 1.2.1.1 Wear and Tear
Covered Components - NVLW.
6.1.1 WHAT IS COVERED
WARRANTY PERIOD
The New Vehicle Warranty period is 3 years or 36,000 miles, whichever occurs first.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
C
OVERAGE
This limited warranty covers any repair to correct a defect in manufacturer's material or workmanship
(i.e., mechanical defects), except wheel alignment*, tire balance*, and the repair or replacement of
tires.
*Exception: Wheel alignment and tire balance will be covered when required to correct
a
d
efect 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.
The repair or replacement of wear and tear items, which are defined as brake pads/shoes worn below
manufacturer specifications and brake discs/drums worn below manufacturer specifications, replaced
for wear and tear, are covered up to one year or 12,000 miles, whichever occurs first. Wiper blades
replaced for wear and tear are covered up to 6 months or 6,000 miles, whichever occurs first.
M
ECHANICAL ADJUSTMENTS
Mechanical adjustments not associated with a defect in material and workmanship, are covered for up
to one year or 12,000 miles, whichever occurs first (e.g., headlight adjustment).
W
HERE TO GO FOR WARRANTY SERVICE
This limited warranty will be honored by any authorized Volkswagen dealer in the United States,
including its territories.
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If your Volkswagen model is brought to an authorized Volkswagen dealer outside the United States,
including its territories, this limited warranty will not apply. Defects in manufacturer’s material or
workmanship will be corrected under the terms of the limited warranty for new Volkswagen vehicles in
effect in that country (except Canada).
W
ARRANTY REPAIRS WHILE TRAVELLING IN CANADA
Warranty repairs while travelling in Canada should be performed by an authorized Volkswagen dealer.
If your Volkswagen model is within the United States New Vehicle Limited Warranty, Canadian dealers
can submit a claim. Proof of United States residence is required. If the Canadian dealer cannot submit
your claim, you may be asked to pay for the repair. On your return to the United States, please present
the invoice to your United States Volkswagen dealer, who will submit a claim on your behalf and
obtain reimbursement for you.
W
HEN THE WARRANTY PERIOD BEGINS
The warranty period begins on 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
date such vehicle is first placed in service.
This New Vehicle Limited Warranty is automatically transferred without cost if the ownership of the
vehicle changes within the Warranty period.
F
REE-OF-CHARGE REPAIR
Repairs under this limited warranty are free of charge. Your authorized Volkswagen dealer will repair
the defective part or replace it with a new or remanufactured genuine Volkswagen part.
E
MERGENCY REPAIRS
Emergency repairs performed by a non-Volkswagen service facility will be reimbursed if the repair
work was needed and correctly performed; if it would have been covered by this limited warranty if
presented to an authorized Volkswagen dealer for repair; and, if it was impossible or unreasonable
under the circumstances to tow or drive your Volkswagen model to the nearest authorized Volkswagen
dealer. The maximum reimbursement allowable is an amount equal to the cost if your authorized
Volkswagen dealer had completed the repair(s). Reimbursement will be considered when you submit
the following items to your authorized Volkswagen dealer:
A statement explaining the circumstances that prevented you from getting to an authorized
Volkswagen dealer,
Repair order(s) and
Part(s) removed from your Volkswagen model.
6.1.2 WHAT IS NOT COVERED
TIRES
Tires are not covered by this limited warranty, but are separately warranted by the tire manufacturer.
To assist you in obtaining related Warranty information, a list of tire manufacturers and addresses is
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provided at the end of this booklet. Verify with the tire manufacturer what is covered under their
warranty.
M
AINTENANCE SERVICES AND MECHANICAL ADJUSTMENTS
This limited warranty does not cover the cost of parts and labor involved in any scheduled
maintenance service. Scheduled maintenance services are described in the maintenance section of
this booklet.
This limited warranty does not cover the replacement of spark plugs, clutch discs, filters, oil, lubricants,
fluids, or air conditioner refrigerant charge, unless their replacement is a necessary part of warranty
service on a covered component.
Mechanical adjustments not associated with a defect in material or workmanship are not covered after
the first year or 12,000 miles, whichever occurs first (e.g., headlight adjustment). This warranty does
not cover wheel alignment* or tire balancing*.
*Exception: Wheel alignment and tire balance will be covered when required to correct
a
d
efect 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.
D
AMAGE OR MALFUNCTIONS DUE TO MISUSE, NEGLIGENCE, ALTERATION, ACCIDENT, VANDALISM OR FIRE
This warranty does not cover:
Damage, malfunctions, or symptoms resulting from negligent or otherwise improper repair of the
vehicle, installation of any non-Genuine Volkswagen parts that will alter the vehicle performance
specifications from those set by the vehicle manufacturer; modifications to the vehicle (including
but not limited to the engine management system); accessories including but not limited to alarm
systems, remote starters, roof racks or communications equipment; defects or failures resulting
from the use of used parts or new parts not sold or approved by Volkswagen, or the resultant
damage to associated parts or systems; or
Non-Genuine Volkswagen parts (referred to as Aftermarket parts), crash parts repaired due to
damage in a collision (referred to as Remanufactured collision parts), parts obtained from another
used vehicle (referred to as salvage parts), and any resultant damage to associated vehicle parts
or systems caused by the failure of the aforementioned parts; or
Damage, malfunctions, or symptoms resulting from the alteration of the vehicle, in particular (but
not limited to) any major or structural alterations including but not limited to the conversion of the
vehicle to a convertible or the modification of the roof to accommodate a glass roof structure or
other similar structural alterations; or
Damage, malfunctions, or symptoms resulting from the use of contaminated or improper fuel, or
from misfueling, whether intentional or unintentional misfueling; or
Damage, malfunctions, or symptoms resulting from modifications of the vehicle, including but not
limited to the installation of engine management components not approved by Volkswagen; or
Damage, malfunctions, or symptoms resulting from the use of the vehicle in competitive events, or
caused by accident, collision, vandalism, or fire; or
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Damage, malfunctions, or symptoms resulting from continued operation of the vehicle after a
warning light, gauge reading, or other warnings indicate a mechanical or operational problem; or
Damage, malfunctions, or symptoms resulting from suspension modifications, including but not
limited to the installation of aftermarket springs, shock absorbers, or lowering kits.
This limited warranty does not cover vehicles severely damaged or declared to be a total loss by an
insurer or vehicles substantially reassembled from or repaired with parts obtained from another used
vehicle (referred to as salvage parts).
A
CCESSORIES, SPARE PARTS, AND MODIFICATION OF YOUR VOLKSWAGEN
A wide variety of non-genuine spare parts and accessories for Volkswagen vehicles are currently
available in the market. You should know that Volkswagen does not warrant these products and is not
responsible for their performance, repair, or replacement, or for any damage they may cause to, or
adverse effect they may have on, your Volkswagen vehicle.
Your Volkswagen vehicle should not be modified with non-genuine Volkswagen products. Modifi-
cation with non-genuine Volkswagen products could affect the vehicle's performance, safety, or
durability, and may even violate government regulations. In addition, damage or performance
problems resulting from the modification may not be covered under warranty.
N
OISE, VIBRATION, COSMETIC CONDITIONS, AND DETERIORATION
This limited warranty does not cover deterioration resulting from normal wear and tear, and it does not
cover noise, vibration, or cosmetic conditions (unless the noise, vibration, or cosmetic condition was
caused by a defect in manufacturer’s materials or workmanship).
A
ESTHETICS AND DESIGN
This limited warranty does not cover aesthetic or design elements of the vehicle.
D
AMAGE OR MALFUNCTIONS DUE TO LACK OF MAINTENANCE
This limited warranty does not cover damage, malfunctions, or symptoms resulting from the failure to
follow recommended maintenance and use requirements as set forth in the Volkswagen Owner's
Manual and the maintenance section of this booklet.
Your dealer will deny warranty coverage unless you present to the dealer proof in the form of Service
or Repair Orders that all scheduled maintenance was properly performed with the correct materials in
a timely manner.
D
AMAGE CAUSED BY THE ENVIRONMENT
This limited warranty does not cover damage, malfunctions, or symptoms resulting from stones,
floodwater, airborne industrial pollutants (e.g., acid rain), bird droppings, windstorms, tree sap, plant
debris, or other similar materials or occurrences.
G
LASS
This limited warranty does not cover glass breakage unless due to a defect in manufacturer's material
or workmanship.
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ODOMETER TAMPERING
These limited warranties do not cover repairs on a Volkswagen 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.
O
THER EXPENSES
This limited warranty does not cover any incidental or consequential damage, including loss of
value of the vehicle, lost profits or earnings, and out-of-pocket expenses for substitute
transportation or lodging.
1
This limited warranty gives you specific legal rights and you may also have other rights, which vary
from state to state.
O
THER TERMS
This New Vehicle Limited Warranty is issued by Volkswagen Group of America, Inc. This limited
warranty does not apply to Volkswagen vehicles or parts and accessories not imported or distributed
by Volkswagen.
This New Vehicle Limited Warranty, the Limited Warranty Against Corrosion Perforation, the
Powertrain Limited Warranty, the Hybrid System Limited Warranty, and the Emissions
Warranties are the only express warranties made in connection with the sale of this
Volkswagen model. Any implied warranty, including any warranty of merchantability or
warranty of fitness for a particular purpose, is limited in duration to the stated period of these
written warranties.
Some states do not allow limitations on how long an implied warranty lasts, so the above limitation
may not apply to you.
Volkswagen reserves the right to make improvements or change the design of any Volkswagen model
at anytime with no obligation to make similar changes on vehicles previously sold.
Neither Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any
other obligation or liability on its behalf.
1 Some states do not allow the exclusion or limitation of incidental or consequential damage, so this limitation or exclusion may not apply to you.
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6.2 POWERTRAIN LIMITED WARRANTY
United States MY17
For coverage of model years prior to MY17, please refer to the Warranty and Maintenance booklet for
each model year and to section 1.2.2 Powertrain Limited Warranty.
6.2.1 WHAT IS COVERED
WARRANTY PERIOD
All Models Except Touareg:
The coverage under this warranty lasts for 5 years or 60,000 miles, whichever occurs first, from the
date the vehicle was first placed in service.
Touareg:
The coverage under this warranty lasts for 10 years or 100,000 miles, whichever occurs first, from the
date the vehicle was first placed in service.
This limited warranty does not apply to vehicles used for commercial purposes including but
not limited to taxi, courier or delivery service, or limousine.
If a commercial vehicle is sold to a subsequent owner, this warranty still does not apply.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
C
OVERAGE
The Powertrain Limited Warranty covers any repair to correct a defect in manufacturer's material or
workmanship for the following Volkswagen parts and components:
Engine
Cylinder block and all internal parts, cylinder head and all internal parts, valve train, spur
belt, flywheel, oil pump, water pump, manifolds, all related seals and gaskets.
Transmission
Case and all internal parts, torque converter, all related seals and gaskets.
Drivetrain
Differential and all internal parts, drive shafts and constant velocity (CV) joints.
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WHERE TO GO FOR WARRANTY SERVICE
This limited warranty will be honored by any authorized Volkswagen dealer in the United States,
including its territories.
If your Volkswagen model is brought to an authorized Volkswagen dealer outside the United States,
including its territories, this limited warranty will not apply. Defects in material or workmanship will be
corrected under the terms of the limited warranty for new Volkswagen vehicles in effect in that country
(except Canada).
W
ARRANTY REPAIRS WHILE TRAVELLING IN CANADA
Warranty repairs while travelling in Canada should be performed by an authorized Volkswagen dealer.
If your Volkswagen model is within the United States Powertrain Limited Warranty, Canadian dealers
can submit a warranty claim. Proof of United States residence is required. If the Canadian dealer
cannot submit your claim, you may be asked to pay for the repair. On your return to the United States,
please present the invoice to your United States Volkswagen dealer, who will submit a claim on your
behalf and obtain reimbursement for you.
W
HEN THE WARRANTY PERIOD BEGINS
The warranty period begins on 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
date such vehicle is first placed in service.
The Powertrain Limited Warranty is automatically transferred without cost if the ownership of the
vehicle changes within the Warranty period.
FREE-OF-CHARGE REPAIR
Repairs under this limited warranty are made free of charge. Your authorized Volkswagen dealer will
repair the defective part or replace it with a new or remanufactured genuine Volkswagen part.
6.2.2 WHAT IS NOT COVERED
MAINTENANCE SERVICES
This limited warranty does not cover the cost of parts and labor involved in any scheduled
maintenance service. Scheduled maintenance services are described in the maintenance section of
this booklet.
This limited warranty does not cover the replacement of filters, oil, lubricants or fluids unless their
replacement is a necessary part of warranty service on a covered component.
D
AMAGE OR MALFUNCTION DUE TO MISUSE, NEGLIGENCE, ALTERATION, ACCIDENT, VANDALISM OR FIRE
This warranty does not cover:
Damage, malfunctions, or symptoms resulting from negligent or otherwise improper repair of the
vehicle; installation of any non-Genuine Volkswagen parts that will alter the vehicle performance
specifications from those set by the vehicle manufacturer; modifications to the vehicle (including
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but not limited to the engine management system); accessories including but not limited to alarm
systems, remote starters, roof racks or communications equipment; defects or failures resulting
from the use of used parts or new parts not sold or approved by Volkswagen, or the resultant
damage to associated parts or systems; or
Non-Genuine Volkswagen parts (referred to as Aftermarket parts), crash parts repaired due to
damage in a collision (referred to as Remanufactured collision parts), parts obtained from another
used vehicle (referred to as salvage parts), and any resultant damage to associated vehicle parts
or systems caused by the failure of the aforementioned parts; or
Damage, malfunctions, or symptoms resulting from the alteration of the vehicle, in particular (but
not limited to) any major or structural alterations including but not limited to the conversion of the
vehicle to a convertible or the modification of the roof to accommodate a glass roof structure or
other similar structural alterations; or
Damage, malfunctions, or symptoms resulting from the use of contaminated or improper fuel, or
from misfueling, whether intentional or unintentional misfueling; or
Damage, malfunctions, or symptoms resulting from modifications of the vehicle, including but not
limited to the installation of engine management components not approved by Volkswagen; or
Damage, malfunctions, or symptoms resulting from the use of the vehicle in competitive events, or
caused by accident, collision, vandalism, or fire; or
Damage, malfunctions, or symptoms resulting from continued operation of the vehicle after a
warning light, gauge reading, or other warnings indicate a mechanical or operational problem; or
Damage, malfunctions, or symptoms resulting from suspension modifications, including but not
limited to the installation of aftermarket springs, shock absorbers, or lowering kits.
This limited warranty does not cover vehicles severely damaged or declared to be a total loss by an
insurer or vehicles substantially reassembled from or repaired with parts obtained from another used
vehicle (referred to as salvage parts).
A
CCESSORIES, SPARE PARTS, AND MODIFICATION OF YOUR VOLKSWAGEN
A wide variety of non-genuine spare parts and accessories for Volkswagen vehicles are currently
available in the market. You should know that Volkswagen does not warrant these products and is not
responsible for their performance, repair, or replacement, or for any damage they may cause to, or
adverse effect they may have on, your Volkswagen vehicle.
Your Volkswagen vehicle should not be modified with non-genuine Volkswagen products. Modifi-
cation with non-genuine Volkswagen products could affect the vehicle's performance, safety, or
durability, and may even violate government regulations. In addition, damage or performance
problems resulting from the modification may not be covered under warranty.
N
OISE, VIBRATION, COSMETIC CONDITIONS, AND DETERIORATION
This limited warranty does not cover deterioration resulting from normal wear and tear, and it does not
cover noise, vibration, or cosmetic conditions (unless the noise, vibration, or cosmetic condition was
caused by a defect in manufacturer’s materials or workmanship).
A
ESTHETICS AND DESIGN
This limited warranty does not cover aesthetic or design elements of the vehicle.
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WEAR AND TEAR ITEMS
This limited warranty does not cover the replacement of any powertrain components that wear as a
result of normal use or deterioration.
D
AMAGE OR MALFUNCTIONS DUE TO LACK OF MAINTENANCE
This limited warranty does not cover damage, malfunctions, or symptoms resulting from the failure to
follow recommended maintenance requirements as set forth in the Volkswagen Owner's Manual and
the maintenance section of this booklet. Your dealer will deny warranty coverage unless you present
to the dealer proof in the form of service or repair orders that all scheduled maintenance was properly
performed with the correct materials in a timely manner.
D
AMAGE CAUSED BY THE ENVIRONMENT
This limited warranty does not cover damage, malfunctions, or symptoms resulting from stones,
floodwater, airborne industrial pollutants (e.g., acid rain), bird droppings, windstorms, tree sap, plant
debris, or other similar materials or occurrences.
O
THER EXPENSES
This limited warranty does not cover any incidental or consequential damage, including loss of
value of the vehicle, lost profits or earnings, or out-of-pocket expenses for substitute
transportation or lodging.
2
The "Other Terms" presented in The New Vehicle Limited Warranty also apply to this warranty.
2
Some states do not allow the exclusion or limitation of incidental or consequential damage, so this limitation or exclusion may not apply to you.
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6.3 HYBRID SYSTEM LIMITED WARRANTY
United States MY16
For coverage of model years prior to MY16, please refer to the Warranty and Maintenance booklet for
each model year and to section 1.2.3 Hybrid System Limited Warranty.
6.3.1 WHAT IS COVERED
WARRANTY PERIOD
The coverage under this warranty lasts for 8 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.
This limited warranty does not apply to vehicles used for commercial purposes including but
not limited to taxi, courier or delivery service, or limousine.
If a commercial vehicle is sold to a subsequent owner, this warranty still does not apply.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
C
OVERAGE
The Hybrid System Limited Warranty covers any repair to correct a defect in manufacturer's material
or workmanship for the following Volkswagen parts and components:
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)
W
HERE TO GO FOR WARRANTY SERVICE
This warranty will be honored by any authorized Volkswagen dealer in the United States, including its
territories.
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Hybrid components can only be serviced by a certified Volkswagen Hybrid Specialist. For a
Volkswagen Hybrid dealer near you, please contact Customer Care at 800-822-8987. In the
event of an emergency relating to the Hybrid System on your Volkswagen model, please
take the vehicle to the closest Volkswagen dealer and arrangements will be made for
diagnosis and repair.
If your Volkswagen is brought to an authorized Volkswagen dealer outside the United States, including
its territories, this limited warranty will not apply. Defects in material or workmanship will be corrected
under the terms of the limited warranty for new Volkswagen vehicles in effect in that country (except
Canada).
W
ARRANTY REPAIRS WHILE TRAVELING IN CANADA
Warranty repairs while travelling in Canada should be performed by an authorized Volkswagen dealer.
Hybrid components can only be serviced by a certified Volkswagen Hybrid Specialist. For a
Volkswagen Hybrid dealer near you, please contact Customer Care at 800-822-8987. In the event of
an emergency relating to the Hybrid System on your Volkswagen model, please take the vehicle to the
closest Volkswagen dealer and arrangements will be made for diagnosis and repair.
If your Volkswagen is within the United States Hybrid System Limited Warranty, Canadian dealers can
submit a warranty claim. Proof of United States residence is required. If the Canadian dealer cannot
submit your claim, you may be asked to pay for the repair. On your return to the United States, please
present the invoice to your United States Volkswagen dealer, who will submit a claim on your behalf
and obtain reimbursement for you.
W
HEN THE WARRANTY PERIOD BEGINS
The warranty period begins on 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
date such vehicle is first placed in service.
The Hybrid System Limited Warranty is automatically transferred without cost if the ownership of the
vehicle changes within the Warranty period.
FREE-OF-CHARGE REPAIR
Repairs under this limited warranty are made free of charge. Your authorized Volkswagen dealer will
repair the defective part or replace it with a new or remanufactured genuine Volkswagen part.
6.3.2 WHAT IS NOT COVERED
MAINTENANCE SERVICES
This warranty does not cover the cost of parts and labor involved in any scheduled maintenance
service. Scheduled maintenance services are described in the maintenance section of this booklet.
This warranty does not cover the replacement of filters, oil, lubricants or fluids unless their
replacement is a necessary part of warranty service on a covered component.
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DAMAGE OR MALFUNCTIONS DUE TO MISUSE, NEGLIGENCE, ALTERATION, ACCIDENT, VANDALISM OR FIRE
This warranty does not cover:
Damage, malfunctions, or symptoms resulting from negligent or otherwise improper repair of the
vehicle; installation of any non-Genuine Volkswagen parts that will alter the vehicle performance
specifications from those set by the vehicle manufacturer; modifications to the vehicle (including
but not limited to the engine management system); accessories including but not limited to alarm
systems, remote starters, roof racks or communications equipment; defects or failures resulting
from the use of used parts or new parts not sold or approved by Volkswagen, or the resultant
damage to associated parts or systems; or
Non-Genuine Volkswagen parts (referred to as Aftermarket parts), crash parts repaired due to
damage in a collision (referred to as Remanufactured collision parts), parts obtained from another
used vehicle (referred to as salvage parts), and any resultant damage to associated vehicle parts
or systems caused by the failure of the aforementioned parts; or
Damage, malfunctions, or symptoms resulting from the alteration of the vehicle, in particular (but
not limited to) any major or structural alterations including but not limited to the conversion of the
vehicle to a convertible or the modification of the roof to accommodate a glass roof structure or
other similar structural alterations; or
Damage, malfunctions, or symptoms resulting from the use of contaminated or improper fuel, or
from misfueling, whether intentional or unintentional misfueling; or
Damage, malfunctions, or symptoms resulting from modifications of the vehicle, including but not
limited to the installation of engine management components not approved by Volkswagen; or
Damage, malfunctions, or symptoms resulting from the use of the vehicle in competitive events, or
caused by accident, collision, vandalism, or fire; or
Damage, malfunctions, or symptoms resulting from continued operation of the vehicle after a
warning light, gauge reading, or other warnings indicate a mechanical or operational problem; or
Damage, malfunctions, or symptoms resulting from suspension modifications, including but not
limited to the installation of aftermarket springs, shock absorbers, or lowering kits.
This limited warranty does not cover vehicles severely damaged or declared to be a total loss by an
insurer or vehicles substantially reassembled from or repaired with parts obtained from another used
vehicle (referred to as salvage parts).
A
CCESSORIES, SPARE PARTS, AND MODIFICATION OF YOUR VOLKSWAGEN
A wide variety of non-genuine spare parts and accessories for Volkswagen vehicles are currently
available in the market. You should know that Volkswagen does not warrant these products and is not
responsible for their performance, repair, or replacement, or for any damage they may cause to, or
adverse effect they may have on, your Volkswagen vehicle.
Your Volkswagen vehicle should not be modified with non-genuine Volkswagen products. Modifi-
cation with non-genuine Volkswagen products could affect the vehicle's performance, safety, or
durability, and may even violate government regulations. In addition, damage or performance
problems resulting from the modification may not be covered under warranty.
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NOISE, VIBRATION, COSMETIC CONDITIONS, AND DETERIORATION
This limited warranty does not cover deterioration resulting from normal wear and tear, and it does not
cover noise, vibration, or cosmetic conditions (unless the noise, vibration, or cosmetic condition was
caused by a defect in manufacturer’s materials or workmanship).
A
ESTHETICS AND DESIGN
This limited warranty does not cover aesthetic or design elements of the vehicle.
W
EAR AND TEAR ITEMS
This warranty does not cover the replacement of any Hybrid System components that wear as a result
of normal use or deterioration.
D
AMAGE OR MALFUNCTIONS DUE TO LACK OF MAINTENANCE
This limited warranty does not cover damage, malfunctions, or symptoms resulting from the failure to
follow recommended maintenance requirements as set forth in the Volkswagen Owner's Manual and
the maintenance section of this booklet. Your dealer will deny warranty coverage unless you present
to the dealer proof in the form of service or repair orders that all scheduled maintenance was properly
performed with the correct materials in a timely manner.
D
AMAGE CAUSED BY THE ENVIRONMENT
This limited warranty does not cover damage, malfunctions, or symptoms resulting from stones,
floodwater, airborne industrial pollutants (e.g., acid rain), bird droppings, windstorms, tree sap, plant
debris, or other similar materials or occurrences.
O
THER EXPENSES
This limited warranty does not cover any incidental or consequential damage, including loss of
value of the vehicle, lost profits or earnings, or out-of-pocket expenses for substitute
transportation or lodging.
3
The "Other Terms" presented in The New Vehicle Limited Warranty also apply to this warranty.
3
Some states do not allow the exclusion or limitation of incidental or consequential damage, so this limitation or exclusion may not apply to you.
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6.4 HIGH-VOLTAGE SYSTEM LIMITED WARRANTY (ALL-ELECTRIC
MODELS ONLY)
United States MY17
Also see 1.2.4 High-Voltage System Limited Warranty (All-electric models only).
6.4.1 WHAT IS COVERED
WARRANTY PERIOD
The coverage under this warranty lasts for 5 years of 60,000 miles whichever occurs first*, from the
vehicle's original in-service date.
*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.
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 limited warranty does not apply to vehicles used for commercial purposes including but
not limited to taxi, courier or delivery service, or limousine.
If a commercial vehicle is sold to a subsequent owner, this warranty still does not apply.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
C
OVERAGE
The High-Voltage System Limited Warranty covers any repair to correct a manufacturer's defect in
material or workmanship for the following Volkswagen parts and components:
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
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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
W
HERE TO GO FOR WARRANTY SERVICE
High voltage components can only be serviced by a certified Volkswagen High Voltage
Specialist. For a Volkswagen High Voltage dealer near you, please contact Customer Care at 1
(800) 822-8987. In the event of an emergency relating to the High Voltage System on your
Volkswagen model, please take the vehicle to the closest Volkswagen dealer and arrangements
will be made for diagnosis and repair.
This limited warranty will be honored by any authorized Volkswagen dealer in the United States,
including its territories.
If your Volkswagen model is brought to an authorized Volkswagen dealer outside the United States,
including its territories, this limited warranty will not apply. Defects in material or workmanship will be
corrected under the terms of the warranty for new Volkswagen vehicles in effect in that country (except
Canada).
W
ARRANTY REPAIRS WHILE TRAVELING IN CANADA
High voltage components can only be serviced by a certified Volkswagen High Voltage
Specialist. For a Volkswagen High Voltage dealer near you, please contact Customer Care at 1
(800) 822-8987. In the event of an emergency relating to the High Voltage System on your
Volkswagen model, please take the vehicle to the closest Volkswagen dealer and arrangements
will be made for diagnosis and repair.
Warranty repairs while traveling in Canada should be performed by an authorized Volkswagen dealer.
If your Volkswagen model is within the United States High-Voltage System Limited Warranty,
Canadian dealers can submit a warranty claim. Proof of United States residence is required. If the
Canadian dealer cannot submit your warranty claim, you may be asked to pay for the repair. On your
return to the United States, please present the invoice to your United States Volkswagen dealer, who
will submit a claim on your behalf and obtain reimbursement for you.
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WHEN THE WARRANTY PERIOD BEGINS
The warranty period begins on 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
date such vehicle is first placed in service.
The High-Voltage System Limited Warranty is automatically transferred without cost if the ownership
of the vehicle changes within the warranty period.
F
REE-OF-CHARGE REPAIR
Repairs under this limited warranty are made free of charge. An authorized Volkswagen dealer will
repair the defective part or replace it with a new or remanufactured genuine Volkswagen part.
6.4.2 WHAT IS NOT COVERED
MAINTENANCE SERVICES
This limited warranty does not cover the cost of parts and labor involved in any scheduled
maintenance service. Scheduled maintenance services are described in the maintenance section of
this booklet.
This limited warranty does not cover the replacement of filters, lubricants, fluids, or air conditioner
refrigerant charge, unless their replacement is a necessary part of warranty service on a covered
component.
D
AMAGE OR MALFUNCTIONS DUE TO MISUSE, NEGLIGENCE, ALTERATION, ACCIDENT, VANDALISM, OR FIRE
This limited warranty does not cover:
Damage or malfunctions caused by improper charging of the High Voltage System; or
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 (48*C); or
Damage or malfunctions caused by operation of the high voltage vehicle in areas flooded with
water higher than the bottom of the vehicle body; or
Damage, malfunctions, or symptoms resulting from negligent or otherwise improper repair of the
vehicle; installation of any non-Genuine Volkswagen parts that will alter the vehicle performance
specifications from those set by the vehicle manufacturer; modifications to the vehicle (including
but not limited to the engine management system); accessories including but not limited to alarm
systems, remote starters, roof racks or communications equipment; defects or failures resulting
from the use of used parts or new parts not sold or approved by Volkswagen, or the resultant
damage to associated parts or systems; or
Non-Genuine Volkswagen parts (referred to as Aftermarket parts), crash parts repaired due to
damage in a collision (referred to as Remanufactured collision parts), parts obtained from another
used vehicle (referred to as salvage parts), and any resultant damage to associated vehicle parts
or systems caused by the failure of the aforementioned parts; or
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Damage, malfunctions, or symptoms resulting from the alteration of the vehicle, in particular (but
not limited to) any major or structural alterations including but not limited to the conversion of the
vehicle to a convertible or the modification of the roof to accommodate a glass roof structure or
other similar structural alterations; or
Damage, malfunctions, or symptoms resulting from modifications of the vehicle, including but not
limited to the installation of engine management components not approved by Volkswagen; or
Damage, malfunctions, or symptoms resulting from the use of the vehicle in competitive events, or
caused by accident, collision, vandalism, or fire; or
Damage, malfunctions, or symptoms resulting from continued operation of the vehicle after a
warning light, gauge reading, or other warnings indicate a mechanical or operational problem; or
Damage, malfunctions, or symptoms resulting from suspension modifications, including but not
limited to the installation of aftermarket springs, shock absorbers, or lowering kits.
This limited warranty does not cover vehicles severely damaged or declared to be a total loss by an
insurer or vehicles substantially re-assembled from or repaired with parts obtained from another used
vehicle (referred to as salvage parts).
A
CCESSORIES, SPARE PARTS, AND MODIFICATION OF YOUR VOLKSWAGEN
A wide variety of non-genuine spare parts and accessories for Volkswagen vehicles are currently
available in the market. You should know that Volkswagen does not warrant these products and is not
responsible for their performance, repair, or replacement, or for any damage they may cause to, or
adverse effect they may have on, your Volkswagen vehicle.
Your Volkswagen vehicle should not be modified with non-genuine Volkswagen products. Modification
with non-genuine Volkswagen products could affect the vehicle's performance, safety, or durability,
and may even violate government regulations. In addition, damage or performance problems resulting
from the modification may not be covered under warranty.
N
OISE, VIBRATION, COSMETIC CONDITIONS, AND DETERIORATION
This limited warranty does not cover deterioration resulting from normal wear and tear, and it does not
cover noise, vibration, or cosmetic conditions (unless the noise, vibration, or cosmetic condition was
caused by a defect in manufacturer’s materials or workmanship).
A
ESTHETICS AND DESIGN
This limited warranty does not cover aesthetic or design elements of the vehicle.
W
EAR AND TEAR ITEMS
This limited warranty does not cover the replacement of any High-Voltage System components that
wear as a result of normal use or deterioration.
D
AMAGE OR MALFUNCTIONS DUE TO LACK OF MAINTENANCE
This limited warranty does not cover damage, malfunctions, or symptoms resulting from the failure to
follow recommended maintenance requirements as set forth in the Volkswagen Owner's Manual and
the maintenance section of this booklet. Your dealer will deny warranty coverage unless you present
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to the dealer proof in the form of service or repair orders that all scheduled maintenance was properly
performed with the correct materials in a timely manner.
D
AMAGE CAUSED BY THE ENVIRONMENT
This limited warranty does not cover damage, malfunctions, or symptoms resulting from stones,
floodwater, airborne industrial pollutants (e.g., acid rain), bird droppings, windstorms, tree sap, plant
debris, or other similar materials or occurrences.
O
THER EXPENSES
This limited warranty does not cover any incidental or consequential damage, including loss of
value of the vehicle, lost profits or earnings, or out-of-pocket expenses for substitute
transportation or lodging.
4
The “Other Terms” presented in the New Vehicle Limited Warranty also apply to this warranty.
4
Some states do not allow the exclusion or limitation of incidental or consequential damage, so this limitation or exclusion may not apply to you.
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6.5 LIMITED WARRANTY AGAINST CORROSION PERFORATION
United States MY17
For coverage of model years prior to MY17, please refer to the applicable Warranty and Maintenance
booklet and see section 1.2.5 Limited Warranty Against Corrosion Perforation and section 3.64
Warranty Repair Acceptance Process in WISE.
6.5.1 WHAT IS COVERED
WARRANTY PERIOD
The coverage under this warranty lasts for 12 years or 120,000 miles, whichever occurs first.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
Neither Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any
other obligation or liability on its behalf.
C
OVERAGE
This limited warranty covers any repair or replacement of body sheet metal panels that have been
perforated by rust from the inside out.
W
HERE TO GO FOR WARRANTY SERVICE
This limited warranty will be honored by any authorized Volkswagen dealer in the United States,
including its territories.
If your Volkswagen model is brought to an authorized Volkswagen dealer outside the United States,
including its territories, this limited warranty will not apply. Defects in material or workmanship will be
corrected under the terms of the warranty for new Volkswagen vehicles in effect in that country (except
Canada).
W
ARRANTY REPAIRS WHILE TRAVELLING IN CANADA
Warranty repairs while travelling in Canada should be performed by an authorized Volkswagen dealer.
If your Volkswagen model is within the United States Limited Warranty Against Corrosion Perforation,
Canadian dealers can submit a warranty claim. Proof of United States residence is required. If the
Canadian dealer cannot submit your warranty claim, you may be asked to pay for the repair. On your
return to the United States, please present the invoice to your United States Volkswagen dealer, who
will submit a claim on your behalf and obtain reimbursement for you.
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WHEN THE WARRANTY PERIOD BEGINS
The warranty period begins on 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
date such vehicle is first placed in service.
This Limited Warranty Against Corrosion Perforation is automatically transferred without cost if the
ownership of the vehicle changes within the warranty period.
F
REE-OF-CHARGE REPAIR
Repairs under this warranty are made free of charge. An authorized Volkswagen dealer will repair the
defective part or replace it with a new or remanufactured genuine Volkswagen part.
Your Volkswagen model is corrosion-protected at the factory. You do not need to purchase
rustproofing when you buy your Volkswagen model in order to keep this warranty in effect.
6.5.2 WHAT IS NOT COVERED
SURFACE CORROSION WITHOUT PERFORATION
Repairs are covered under this limited warranty only if there is rust-through condition in the body sheet
metal not caused by outside influences.
P
ERFORATION OF SHEET METAL DUE TO ACCIDENT, LACK OF CARE, OR FAILURE TO REPAIR OR
MODIFICATIONS TO THE PAINT/PAINTED SURFACE
This warranty does not cover corrosion perforation resulting from the failure to promptly and properly
repair paint damage, damaged undercoating, or surface corrosion.
It does not cover damage due to failure to wash or otherwise regularly care for the vehicle as
described in the Volkswagen Owner's Manual.
This warranty does not cover corrosion perforation resulting from unrepaired collision damage or
improper collision repair.
S
PECIAL EXCLUSION FOR ANY ALUMINUM PORTIONS THAT MAY BE PART OF YOUR VOLKSWAGEN VEHICLE
This limited warranty does not cover corrosion perforation due to failure to perform body repairs in
accordance with Volkswagen's specified repair procedures, including use of non-aluminum alloy
parts.
It does not cover corrosion perforation resulting from the use of any inferior rustproofing agent or
method.
Your authorized Volkswagen dealership will do its best to match your vehicles original finish, but this
limited warranty does not cover the cost of painting the entire vehicle solely for paint matching.
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ENVIRONMENTAL DAMAGE
This limited warranty does not cover damage, malfunctions, or symptoms resulting from stones,
floodwater, airborne industrial pollutants (e.g., acid rain), bird droppings, windstorms, tree sap, plant
debris, or other similar materials or occurrences.
C
ORROSION PERFORATION BECAUSE OF FAILURE TO RUSTPROOF WHEN COLLISION DAMAGE IS REPAIRED
Body parts that have been repaired or newly installed after a collision must be treated with a
rustproofing agent that is compatible with Volkswagen's own factory corrosion protection. If you fail to
have your vehicle treated in this way after a collision, Volkswagen will not be responsible for the repair
of any resulting rust-through.
The "Other Terms" presented in the New Vehicle Limited Warranty also apply to this warranty.
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6.6 FEDERAL EMISSIONS WARRANTIES
United States MY17
For coverage of model years prior to MY17, please refer to the Warranty and Maintenance booklet for
each model year and to section 1.2.6 Federal Emissions Warranty. Emissions warranties are not
applicable for all-electric models.
6.6.1 GENERAL WARRANTY INFORMATION
The Emissions Warranties set out on the following pages are warranties which the manufacturer is
required by law to furnish to you at the time you take delivery of your new vehicle. These coverages
may also be included in the Volkswagen 3 years/36,000 miles New Vehicle Limited Warranty.
The warranties required by Federal laws apply to all new Volkswagen vehicles imported and
distributed by Volkswagen of America, Inc., an operating unit of Volkswagen Group of America, Inc.
("Volkswagen") for sale in the United States, including its territories. The warranties required by the
State of California law apply to all new Volkswagen vehicles imported and distributed by Volkswagen
for sale and registration in the following states:
California
Connecticut
Delaware
Maine
Maryland
New Jersey
New York
Oregon
Rhode Island
Vermont
Washington (state)
Washington, D.C.
Commonwealth of Massachusetts
Commonwealth of Pennsylvania
Therefore, the owner of an above-mentioned vehicle may have warranty rights under both federal and
state mandated emissions warranties.
Please read these warranties carefully. If you have any questions concerning the applicability of each
warranty to your vehicle or want to know whether a particular repair will be performed free of charge
pursuant to these warranties, please write to or telephone:
Volkswagen Group of America, Inc.
C
ustomer CARE
3800 Hamlin Road
Auburn Hills, MI 48326
Tel.: 1 (800) 822-8987
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6.6.2 FEDERAL EMISSIONS CONTROL SYSTEM DEFECT WARRANTY
FOR 2 YEARS OR 24,000 MILES
Volkswagen of America, Inc., an operating unit of Volkswagen Group of America, Inc. ("Volkswagen"),
the authorized United States importer of Volkswagen vehicles, 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:
Was designed, built and equipped so as to conform at the time of sale with all applicable
regulations of the United States Environmental Protection Agency (EPA), and
Is free from defects in manufacturer’s material and workmanship which causes the vehicle to fail
to conform with EPA regulations for 2 years after the date of first use or delivery of the vehicle to
the original retail purchaser or original lessee or until the vehicle has been driven 24,000 miles,
whichever occurs first.
A warranted part is any part installed on a motor vehicle or motor vehicle engine by the vehicle or
engine manufacturer, or installed in a warranty repair, which affects any regulated emission from a
motor vehicle or engine which is subject to EPA emission standards. The following parts or systems
listed are intended as an example and not limited to those that, if defective, could cause the vehicle to
fail to conform with EPA regulations:
Evaporative Emission Control System: including fuel tank, filler cap, filler neck and leak detection
pump
Exhaust System: including manifolds, turbochargers, catalytic converters/ particulate filter, and
down pipes
EGR System: including valves, pipes and coolers
Fuel Injection System: including control modules, sensors, switches, valves and fuel pipes
Intake System: including camshaft adjuster units, sensors, manifold, pipes and control valves
Ignition System: including coils and sensors
On-Board Diagnostic (OBD) System: including Malfunction Indicator Lamp (MIL) and Data Link
Connector (DLC)
PCV System: including control valves and pipes
Secondary Air Injection System: including air pump and control valves
Emission-related hoses, gaskets, clamps and other accessories used with the above parts or
systems
The obligation of Volkswagen under this Emissions Control System Defect Warranty is limited,
however, to the following: If within this period a defect in material or workmanship causes the vehicle
to fail to conform with EPA regulations and the vehicle is brought to the workshop of any authorized
Volkswagen dealer in the United States, including its territories, the dealer will make repairs as may be
required by these regulations free of charge.
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FOR 8 YEARS OR 80,000 MILES
If the vehicle has been in use for more than 24 months or 24,000 miles, but less than 8 years or
80,000 miles, whichever occurs first, your authorized Volkswagen dealer will repair or replace free of
charge the following major emission control components only:
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)
Additionally for Hybrid and plug-in Hybrid vehicles:
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)
6.6.3 FEDERAL EMISSIONS PERFORMANCE WARRANTY
FOR 2 YEARS OR 24,000 MILES AND 8 YEARS OR 80,000 MILES
Volkswagen of America, Inc., an operating unit of Volkswagen Group of America, Inc. ("Volkswagen")
warrants to the original retail purchaser or original lessee of a model year 2017 Volkswagen vehicle
and any subsequent purchaser or lessee of the vehicle that if the following conditions are met, any
authorized Volkswagen dealer in the United States, including its territories, will remedy any
nonconformity, as determined below, free of charge, under the following conditions:
The vehicle fails to conform at any time during 24 months or 24,000 miles, whichever occurs first,
to applicable emission inspection standards as determined by an EPA-approved State Inspection
and Maintenance (I/M) test or inspection, or
If the vehicle has been in use for more than 24 months or 24,000 miles, but less than 8 years or
80,000 miles, whichever occurs first, and the vehicle fails an I/M test or inspection resulting from a
malfunction of a component listed in the Federal Emissions Control System Defect Warranty as
covered for 8 years or 80,000 miles, whichever occurs first, and
The failure of the I/M test or inspection requires the vehicle owner to bear any penalty or other
sanction, including the denial of the right to use the vehicle under local, state or federal law, and
The vehicle has been maintained and operated in accordance with Volkswagen's instructions for
proper maintenance and use.
P
ERFORMANCE WARRANTY CLAIM APPROVAL
You may raise a claim under this warranty immediately after your vehicle has failed an I/M test or
inspection if, as a result of that failure, you are required by law to repair the vehicle to avoid imposition
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of a penalty or cancellation of your right to use the vehicle. You need not actually suffer the loss or
lose the right to use your vehicle or pay for the repair before presenting your claim.
Claims may be presented only by bringing your vehicle to any authorized Volkswagen dealer in the
United States, including its territories. The dealer will honor or deny your claim within a reasonable
time, not to exceed thirty (30) days, from the time at which your vehicle is presented for repair or within
any time period specified by local, state or Federal law, whichever is shorter, except when a delay is
caused by events not attributable to Volkswagen or the dealer. If the dealer denies your claim, you will
be notified in writing of the reasons for rejecting the claim. If you do not receive notice of denial of your
claim within the above time period, Volkswagen is required by law to honor the claim.
Under certain circumstances, your claim may be denied because you have failed to comply with
instructions for scheduled maintenance contained in the Maintenance section of this booklet. In
determining whether you have complied with the instructions for scheduled maintenance and proper
use, Volkswagen may require you to furnish proof of compliance only with those maintenance
instructions which Volkswagen has reason to believe were not performed and which could be the
cause of the I/M test or inspection failure.
Volkswagen may deny an emission performance warranty claim on the basis that a replacement part
not certified by the EPA was used in the maintenance or repair of the vehicle if Volkswagen can prove
that the non-certified part is either defective in materials or workmanship, or not equivalent from an
emission standpoint to the original part, and you are not able to offer information that the part is either
not defective or equivalent to the original part with respect to its emission performance.
Volkswagen will not deny a claim relating to:
Warranty work or pre-delivery service performed by an authorized Volkswagen dealer, or
Work performed in an emergency to rectify an unsafe condition attributable to Volkswagen,
provided you have taken steps in a timely manner to put the vehicle back into a conforming
condition, or
The use of an uncertified part or to noncompliance with the instructions for proper maintenance
and use, which is not related to the Inspection and Maintenance test or inspection failure.
ADDITIONAL INFORMATION ABOUT YOUR FEDERAL EMISSIONS WARRANTIES
W
ARRANTY PERIOD
The warranty period begins on the date the vehicle is delivered to the original retail purchaser or
original lessee or, if the vehicle is first placed in service as a demonstrator or company demonstrator
or company car prior to delivery, on the date it is first placed in service.
P
ROPER MAINTENANCE AND USE
Instructions for proper maintenance are contained in the maintenance section of this booklet. Time
and mileage intervals, at which maintenance is to be performed, may vary from model to model.
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Volkswagen recommends you keep a record of scheduled maintenance by having your maintenance
booklet validated at the approximate time or mileage intervals by the authorized Volkswagen dealer or
other service facility that performed the maintenance. If you perform the maintenance yourself, keep
all documentation as proof you have performed the maintenance at the approximate time or mileage
intervals recommended, that you have used proper parts, and that you performed the maintenance
properly.
Failure to maintain your vehicle according to the instructions for proper maintenance may cause the
vehicle to exceed applicable emissions standards and could result in denial of warranty coverage.
However, Volkswagen will not deny a warranty claim solely on the basis of your failure to maintain the
vehicle according to the instructions or failure to keep a record of maintenance.
Instructions for proper use of the vehicle are contained in your Volkswagen Owner's Manual.
U
SE OF GENUINE VOLKSWAGEN PARTS
Volkswagen recommends that Genuine Volkswagen parts be used as replacement parts for the
maintenance, repair or replacement of emission control systems. Use of replacement parts which are
not equivalent to Genuine Volkswagen parts in emission performance and durability may impair the
effectiveness of emission control systems. Although use of parts other than Genuine Volkswagen
parts does not invalidate these warranties, Volkswagen assumes no liability under these warranties for
failure of such parts and damage to other parts caused by such failure.
EPA-C
ERTIFIED REPLACEMENT PARTS
Maintenance, repair, or replacement of emission control devices and systems may be performed by
any automotive service and repair establishment or qualified individual using Environmental Protection
Agency ("EPA") certified replacement parts.
M
AINTENANCE AND REPAIRS PERFORMED BY INDEPENDENT SERVICE SHOPS
Without invalidating these warranties, you may choose to have maintenance, repair or replacement of
emission control components performed by any automotive service establishment or individual
qualified to perform such services. However, the cost of such services is not covered by these
warranties except in emergencies. If the independent service establishment finds a warrantable defect,
you may deliver the vehicle to an authorized Volkswagen dealer and have the defect corrected free of
charge. Volkswagen will not be liable for any expenses, which you have incurred at the
independent service establishment, except for emergency repairs. See "Emergency Repairs" for
further details.
P
ARTS NOT SCHEDULED FOR INSPECTION OR REPLACEMENTS
Any part, which is not scheduled for inspection or replacement at maintenance intervals specified in
the maintenance section of this booklet, is covered by this warranty for the full warranty period.
S
CHEDULED PART INSPECTION OR REPLACEMENT
A part scheduled only for inspection in accordance with Volkswagen's instructions or required
scheduled maintenance is covered for the duration of these warranties.
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A part installed in accordance with Volkswagen's instructions or required scheduled maintenance is
warranted until the next scheduled replacement interval or for the duration of these warranties.
D
AMAGE TO NON-WARRANTY PARTS
If failure of a warranted part causes damage to a part not covered by warranty, the non-warranted part
will also be replaced free of charge.
W
ARRANTY REPAIRS WHILE TRAVELLING IN CANADA
Warranty repairs while travelling in Canada should be performed by an authorized Volkswagen dealer.
If your Volkswagen model is within the United States Federal Emissions Warranty, Canadian dealers
can submit a claim. Proof of United States residence is required. If the Canadian dealer cannot submit
your claim, you may be asked to pay for the repair. On your return to the United States, please present
the invoice to your United States Volkswagen dealer, who will submit a claim on your behalf and
obtain reimbursement for you.
E
MERGENCY REPAIRS
Emergency repairs performed by a non-Volkswagen service facility will be reimbursed if the repair
work was needed and correctly performed, and it was impossible or unreasonable under the
circumstances to tow or drive your Volkswagen model to the nearest authorized Volkswagen dealer.
The maximum reimbursement allowable is an amount equal to the cost if your authorized Volkswagen
dealer had completed the repair(s). Reimbursement will be considered when you submit the following
items to your authorized Volkswagen dealer:
A statement explaining the circumstances that prevented you from getting to an authorized
Volkswagen dealer
Paid receipt(s)
Repair order(s), and
Part(s) removed from your Volkswagen model
D
AMAGE CAUSED BY TAMPERING, MODIFICATION, USE OF IMPROPER FUEL, ABUSE, NEGLECT AND IMPROPER
MAINTENANCE
These warranties do not cover any damage to the vehicle caused by tampering with emission controls,
removal or modification of emissions-related components, use of fuel containing lead, or fuel not
meeting the specifications set forth in the Owner's Manual, and abuse, neglect or improper
maintenance of the vehicle. Diagnosis and repair of such damage are at the expense of the owner.
I
MPLIED WARRANTIES
Any implied warranty, including any warranty of merchantability or warranty of fitness for a
particular purpose, is limited in duration to the stated period of these written warranties.
I
NCIDENTAL AND CONSEQUENTIAL DAMAGES
These warranties do not cover any incidental or consequential damages, including loss of
resale value, lost profits or earnings, and out-of-pocket expenses for substitute transportation
or lodging.
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Some states do not allow the exclusion or limitation of incidental or consequential damages, so this
limitation or exclusion may not apply to you.
In the event you have not received the services promised in these warranties, please follow the
procedures described in this booklet under the title "Customer CARE". You may obtain further
information regarding the Emissions Performance Warranty or report violation of the terms of the
Emissions Defect or Performance Warranty by contacting:
U.S. Environmental Protection Agency
Office of Transporation and Air Quality
Compliance Division, Light-Duty Vehicle Group
Attn: Warranty Complaints
2000 Traverwood Drive
Ann Arbor, MI 48105
Email: complianceinfo@epa.gov
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6.7 CALIFORNIA EMISSIONS WARRANTIES
United States MY17
For coverage of model years prior to MY17, please refer to the applicable Warranty and Maintenance
booklet and to sections 1.2.7 California Emissions Warranty, 3.23 Emissions Warranties and 3.23.2
California Emissions Warranties Tables. Emissions warranties are not applicable for all-electric
models.
CALIFORNIA EMISSION CONTROL WARRANTY STATEMENT
California law requires us to provide you with the following Emissions Warranty Statement:
Y
OUR WARRANTY RIGHTS AND OBLIGATIONS
The California Air Resources Board is pleased to explain the emission control system warranty on
your model year 2017 vehicle. In California, new motor vehicles must be designed, built and equipped
to meet the state's stringent anti-smog standards. Volkswagen must warrant the emission control
system on your vehicle for the periods of time listed below provided there has been no abuse, neglect
or improper maintenance of your vehicle.
Your emission control system may include parts such as the carburetor or fuel-injection system, the
ignition system, catalytic converter, and engine computer. Also included may be hoses, belts,
connectors and other emission-related assemblies.
Where a warrantable condition exits, Volkswagen will repair your vehicle at no cost to you including
diagnosis, parts and labor.
MANUFACTURER'S WARRANTY COVERAGE
F
OR 3 YEARS OR 50,000 MILES, WHICHEVER OCCURS FIRST
If your vehicle fails a Smog Check inspection, all necessary repairs and adjustments will be made by
Volkswagen to ensure that your vehicle passes the inspection. This is your emission control system
PERFORMANCE WARRANTY.
If any emission-related part on your vehicle is defective, the part will be repaired or replaced by
Volkswagen. This is your short-term emission control system DEFECTS WARRANTY.
F
OR 7 YEARS OR 70,000 MILES, WHICHEVER OCCURS FIRST
If an emission-related part listed in this booklet specially noted with coverage for 7 years or 70,000
miles is defective, the part will be repaired or replaced by Volkswagen. This is your long-term emission
control system DEFECTS WARRANTY.
F
OR 15 YEARS OR 150,000 MILES, WHICHEVER OCCURS FIRST
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. For these
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vehicles, if your Volkswagen 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
date such vehicle is first placed in service. This represents your emission control system
PERFORMANCE WARRANTY and DEFECTS WARRANTY.
For High-Voltage batteries in Hybrid models equipped to meet AT-PZEV requirements, this warranty
term is 10 years or 150,000 miles, whichever occurs first.
OWNER'S WARRANTY RESPONSIBILITIES
As the vehicle owner, you are responsible for the performance of the required maintenance listed in
the Maintenance section of the model year 2017 USA Warranty and Maintenance booklet.
Volkswagen recommends that you retain all receipts covering maintenance on your vehicle, but
Volkswagen cannot deny warranty solely for the lack of receipts or for your failure to ensure the
performance of all scheduled maintenance.
You are responsible for presenting your vehicle to an authorized Volkswagen dealer as soon as a
problem exists. The warranty repairs should be completed in a reasonable amount of time, not to
exceed 30 days.
As the vehicle owner, you should also be aware that Volkswagen may deny you warranty coverage if
your vehicle or a part has failed due to abuse, neglect, improper maintenance or unapproved
modifications.
If you have any questions regarding your warranty rights and responsibilities, you should contact
Volkswagen Customer CARE using our toll-free number: 1 (800) 822-8987 or write to the California Air
Resources Board at:
California Air Resources Board
P.O. Box 8001
El Monte, CA 917342302
YOUR CALIFORNIA EMISSIONS CONTROL SYSTEM WARRANTIES
SHORT-TERM EMISSIONS DEFECTS WARRANTY
F
OR 3 YEARS/50,000 MILES
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 ("CARB") and
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is free from defects in material and workmanship which cause the vehicle to fail to conform with
ARB requirements, including any defect which would cause the vehicle's on-board malfunction
indicator to illuminate, for 3 years or 50,000 miles, whichever occurs first.
A warranted part is any part installed on a motor vehicle or motor vehicle engine by the vehicle or
engine manufacturer, or installed in a warranty repair, which affects any regulated emission from a
motor vehicle or engine which is subject to California emission standards.
The obligation of Volkswagen under this warranty is limited, however, to the following: If within this
period a defect in material or workmanship causes the vehicle to fail to conform with California
regulations and the vehicle is brought to the workshop of any authorized Volkswagen dealer in the
United States, including its territories, the dealer will make repairs as may be required by these
regulations free of charge.
These coverage's may also be included in the Volkswagen 3 years/36,000 miles New Vehicle Limited
Warranty.
LONG-TERM EMISSIONS DEFECTS WARRANTY
F
OR 7 YEARS/70,000 MILES COVERING CERTAIN EMISSION SYSTEM PARTS
Certain emission control system parts are covered for 7 years or 70,000 miles, whichever occurs first.
The list of covered parts for MY17 is contained in 3.23 Emissions Warranties.
PZEV OR AT-PZEV MODELS EMISSIONS DEFECTS WARRANTY
F
OR 15 YEARS/150,000 MILES
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.
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, whichever occurs first.
for High-Voltage batteries in Hybrid models equipped to meet AT-PZEV requirements, this
warranty term is 10 years or 150,000 miles, whichever comes first.
A warranted part is any part installed on a motor vehicle or motor vehicle engine by the vehicle or
engine manufacturer, or installed in a warranty repair, which affects any regulated emission from a
motor vehicle or engine which is subject to California emission standards.
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The obligation of Volkswagen under this warranty is limited, however, to the following: If within this
period a defect in material or workmanship causes the vehicle to fail to conform with California
regulations and the vehicle is brought to the workshop of any authorized Volkswagen dealer in the
United States, including its territories, the dealer will make repairs as may be required by these
regulations free of charge.
These coverages may also be included in the Volkswagen 3 years/36,000 miles New Vehicle Limited
Warranty.
C
ALIFORNIA EMISSIONS PERFORMANCE WARRANTY
California maintains a mandatory Smog Check inspection (a State Inspection and Maintenance
program), requiring the emission control system of motor vehicles to be tested at regular intervals.
If your vehicle fails to pass a Smog Check inspection performed by a Licensed Smog Check
inspection station pursuant to the California Smog Check inspection program, any authorized
Volkswagen dealer in the United States, including its territories, will perform free of charge any repairs
necessary for the vehicle to pass the Smog Check inspection for 3 years or 50,000 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 date such
vehicle is first placed in service.
Some Volkswagen models may be specially equipped to meet California Partial Zero Emission
Vehicle (PZEV)/Advanced Technology Partial Zero Emissions Vehicles (AT-PZEV) requirements,
as identified on the Vehicle Emission Control Information Label located under the hood. For these
vehicles, if your Volkswagen fails to pass a Smog Check inspection, any authorized Volkswagen
dealer in the United States, including its territories, will perform free of charge any repairs necessary
for the vehicle to pass the Smog Check inspection 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 date such vehicle is
first placed in service.
For High-Voltage batteries in Hybrid models equipped to meet AT-PZEV requirements, this warranty
term is 10 years or 150,000 miles, whichever occurs first.
These PERFORMANCE WARRANTY repairs include diagnosis, parts, and labor.
P
ERFORMANCE WARRANTY CLAIM APPROVAL
You may raise a claim under this warranty immediately after your vehicle has failed a Smog Check
inspection if, as a result of that failure, you are required by law to repair the vehicle to avoid imposition
of a penalty or cancellation of your right to use the vehicle. You need not actually suffer the loss or
lose the right to use your vehicle or pay for the repair before presenting your claim.
Claims may be presented only by bringing your vehicle to any authorized Volkswagen dealer in the
United States, including its territories. The dealer will honor or deny your claim within a reasonable
time, not to exceed thirty (30) days, from the time at which your vehicle is presented for repair or within
any time period specified by local, state or federal law, whichever is shorter, except when a delay is
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caused by events not attributable to Volkswagen or the dealer. If the dealer denies your claim, you will
be notified in writing of the reasons for rejecting the claim. If you do not receive notice of denial of your
claim within the above time period, Volkswagen is required by law to honor the claim.
Under certain circumstances, your claim may be denied because you have failed to comply with
instructions for scheduled maintenance contained in the Maintenance section of the model year 2017
USA Warranty and Maintenance booklet. In determining whether you have complied with the
instructions for scheduled maintenance and proper use, Volkswagen may require you to furnish proof
of compliance only with those maintenance instructions which Volkswagen has reason to believe were
not performed and which could be the cause of the Smog Check inspection failure.
Volkswagen may deny an emission performance warranty claim on the basis that a non-EPA certified
replacement part was used in the maintenance or repair of the vehicle if Volkswagen can prove that
the non-certified part is either defective in materials or workmanship, or not equivalent from an
emission standpoint to the original part, and you are not able to offer information that the part is either
not defective or equivalent to the original part with respect to its emission performance.
Volkswagen will not deny a claim relating to:
Warranty work or pre-delivery service performed by an authorized Volkswagen dealer
Work performed in an emergency to rectify an unsafe condition attributable to Volkswagen,
provided you have taken steps in a timely manner to put the vehicle back into a conforming
condition
The use of an uncertified part or to noncompliance with the instructions for proper maintenance
and use, which is not related to the Smog Check inspection failure
ADDITIONAL INFORMATION ABOUT YOUR CALIFORNIA EMISSIONS WARRANTIES
W
ARRANTY PERIOD
The warranty period begins on 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
date such vehicle is first placed in service.
P
ROPER MAINTENANCE AND USE
Instructions for proper maintenance are contained in the Maintenance section of the model year 2017
USA Warranty and Maintenance booklet. Time and mileage intervals at which maintenance is to be
performed, may vary from model to model.
Volkswagen recommends you keep a record of scheduled maintenance performed by having the
Maintenance section of the model year 2017 USA Warranty and Maintenance booklet validated at the
approximate time or mileage intervals by an authorized Volkswagen dealer, and that you provide these
records to the new owner whenever you sell the vehicle.
Failure to maintain your vehicle according to the instructions for proper maintenance may cause the
vehicle to exceed applicable emissions standards and could result in denial of warranty coverage.
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However, Volkswagen will not deny a warranty claim solely on the basis of your failure to maintain the
vehicle according to the instructions or failure to keep a record of maintenance.
Instructions for proper use of the vehicle are contained in your Volkswagen Owner's Manual.
U
SE OF VOLKSWAGEN GENUINE PARTS
Volkswagen recommends that Volkswagen Genuine Parts be used as replacement parts for the
maintenance, repair or replacement of emission control systems. Use of replacement parts which are
not equivalent to Volkswagen Genuine Parts in emission performance and durability may impair the
effectiveness of emission control systems. Although use of parts other than Volkswagen Genuine
Parts does not invalidate these warranties, Volkswagen assumes no liability under these warranties for
failure of such parts and damage to other parts caused by such failure.
M
AINTENANCE AND REPAIRS PERFORMED BY INDEPENDENT SERVICE SHOPS
Without invalidating these warranties, you may choose to have maintenance, repair or replacement of
emission control components performed by any automotive service establishment or individual
qualified to perform such services. However, the cost of such services is not covered by these
warranties except in emergencies. If the independent service establishment finds a warrantable defect,
you may deliver the vehicle to an authorized Volkswagen dealer and have the defect corrected free of
charge. Volkswagen will not be liable for any expenses which you have incurred at the
independent service establishment, except for emergency repairs. See "Emergency Repairs" for
further details.
P
ARTS NOT SCHEDULED FOR INSPECTION OR REPLACEMENT
Any part, which is not scheduled for inspection or replacement at maintenance intervals specified in
the Maintenance section of the model year 2017 USA Warranty and Maintenance booklet, is covered
by this warranty for the full warranty period. Any such parts repaired or replaced under warranty are
warranted for the remaining warranty period.
S
CHEDULED PART INSPECTION OR REPLACEMENT
A part scheduled only for inspection in accordance with Volkswagen's instructions or required
scheduled maintenance is covered for the duration of these warranties.
A part installed in accordance with Volkswagen’s instructions or required scheduled maintenance is
warranted until the next scheduled replacement interval for the duration of these warranties.
D
AMAGE TO NON-WARRANTY PARTS
If failure of a warranted part causes damage to a part not covered by warranty, the non-warranted part
will also be replaced free of charge.
E
MERGENCY REPAIRS
Emergency repairs performed by a non-Volkswagen service facility will be reimbursed if the repair
work was needed and correctly performed, and it was impossible or unreasonable under the
circumstances to tow or drive your Volkswagen to the nearest authorized Volkswagen dealer. The
maximum reimbursement allowable is an amount equal to the cost if your authorized Volkswagen
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dealer had completed the repair(s). Reimbursement will be considered when you submit all of the
following items to your authorized Volkswagen dealer:
A statement explaining the circumstances that prevented you from getting to an authorized
Volkswagen dealer
Paid receipt(s)
Repair order(s)
Part(s) removed from your Volkswagen
D
AMAGE CAUSED BY TAMPERING, USE OF IMPROPER FUEL, ABUSE, NEGLECT AND IMPROPER MAINTENANCE
T
hese limited warranties do not cover any damage to the vehicle caused by tampering with emission
controls, use of fuel containing lead, or fuel not meeting the specifications set forth in the Owner's
Manual, and abuse, neglect or improper maintenance of the vehicle. Diagnosis and repair of such
damage are at the expense of the owner.
I
MPLIED WARRANTIES
Any implied warranty, including any warranty of merchantability or warranty of fitness for a
particular purpose, is limited in duration to the stated period of these written warranties.
I
NCIDENTAL AND CONSEQUENTIAL DAMAGES
These limited warranties do not cover any incidental or consequential damages, such as loss
of resale value, lost profits or earnings, and out-of-pocket expenses for substitute
transportation or lodging.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so this
limitation or exclusion may not apply to you.
In the event you have not received the services promised in these warranties, please follow the
procedures described in the model year 2017 USA Warranty and Maintenance booklet.
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6.8 VOLKSWAGEN PARTS AND ACCESSORIES LIMITED WARRANTY
The following terms of warranty apply to all new or factory-remanufactured parts and accessories sold
by authorized Volkswagen dealers.
LIMITED WARRANTY FOR NEW AND FACTORY-REMANUFACTURED PARTS AND
ACCESSORIES
Issued by Volkswagen of America, Inc., an operating unit of Volkswagen Group of America, Inc.
("Volkswagen")
F
REE REPAIR OR REPLACEMENT OF DEFECTIVE PARTS AND ACCESSORIES FOR 1 YEAR OR 12,000 MILES,
W
HICHEVER OCCURS FIRST
Volkswagen warrants that every new and factory-remanufactured part and accessory, (excluding tires
and batteries) which is imported or distributed by Volkswagen and sold as a new or factory-
remanufactured part or accessory to a retail customer or authorized dealer, will be free from defects in
material and workmanship under normal use and service for 1 year after the date of delivery of the
part or accessory to the customer or until the vehicle in which the part or accessory is installed has
been driven 12,000 miles, whichever occurs first. This warranty is transferable to subsequent owners
free of charge.
If the defective part or accessory was installed by an authorized Volkswagen dealer and the vehicle is
brought during this period to the workshop of any authorized Volkswagen dealer, the dealer will,
without charge, either repair or replace it with a new or factory-remanufactured part or accessory.
If the defective part or accessory was sold "Over-the-Counter", the dealer will, without charge, repair
the part or accessory or furnish a new or remanufactured part or accessory. The labor required to
remove the defective part or accessory and to install the new or remanufactured part or accessory is
not reimbursable.
If a part is installed in a vehicle after the New Vehicle Warranty period has expired, that part is
warranted for 12 months or 12,000 miles, whichever occurs first. If the replaced part fails, the new
part will also receive a 12-month or 12,000 mile warranty, whichever occurs first.
If a part is installed during the New Vehicle Warranty period (as a warranted replacement part), the
part is covered for the remainder of the New Vehicle Warranty period, or for 12 months or 12,000
miles, whichever is greater.
If an accessory (e.g., roof rack, MDI box, alloy wheels) is installed prior to New Vehicle delivery, it is
covered for the New Vehicle Limited Warranty period.
If an accessory is installed by a Volkswagen authorized dealer, during the New Vehicle Limited
Warranty period, it is covered for the greater of:
the remainder of the New Vehicle Limited Warranty period, or
12 months or 12,000 miles, whichever occurs first
Electrical parts and electronic components are subject to inspection by Volkswagen and, if found to be
damaged due to improper installation or handling by an unauthorized repair facility, cannot be
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accepted for warranty reimbursement. For details about the Battery Limited Warranty, see your
Volkswagen Parts or Service Professional.
D
AMAGE AND MALFUNCTIONS NOT COVERED BY WARRANTY
Volkswagen is not responsible for damage or malfunctions resulting from:
misuse, negligence, alteration, modification, environmental damage, accident or fire;
improper repair of the vehicle or damage due to improper installation or diagnosis;
use of the part or accessory in a vehicle used for a competitive purpose; or
failure to follow recommended maintenance intervals and requirements.
W
EAR AND TEAR, AND MAINTENANCE AND SERVICE ITEMS NOT COVERED BY WARRANTY
This warranty does not cover wear and tear items such as clutch linings, brake pads/shoes, brake
linings, windshield wiper blades, fuses, radio tape head cassette cleaning, worn seat covers and other
trim and appearance items that wear as a result of normal use, lack or normal care, or deterioration.
Except where specifically required as part of a repair covered by warranty, maintenance and service
items are at the expense of the owner.
N
O OTHER WARRANTIES MADE
This warranty is in lieu of all other express warranties of Volkswagen, the Manufacturer, and the
selling dealer for new or factory-remanufactured parts and accessories. Any implied warranty,
including any implied warranty of merchantability or warranty of fitness for a particular purpose, is
limited to the duration of this written warranty.
Neither Volkswagen nor the Manufacturer assumes, or authorizes any person to assume on its behalf,
any other obligation or liability.
Some states do not allow limitations on how long an implied warranty lasts, so the above limitation
may not apply to you.
C
ONSEQUENTIAL DAMAGE EXCLUDED
Volkswagen is not responsible for incidental or consequential damage, including lost profits or
earnings, or out-of-pocket expenses for substitute transportation or lodging. Some states do not allow
the exclusion or limitation of incidental or consequential damages, so this limitation or exclusion may
not apply to you.
O
THER LEGAL RIGHTS
This warranty also gives you specific legal rights, and you may also have other rights, which vary from
state to state.
Warranty information may be obtained by phoning 1-800-822-8987, or by writing to:
Volkswagen of America, Inc.
Customer CARE Center
3800 Hamlin Road
Auburn Hills, MI 48326
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6.9 REPLACEMENT MUFFLER, SHOCK ABSORBER, STRUT, STRUT
INSERT
The following terms of warranty apply to Volkswagen Replacement Mufflers, Shock Absorbers, Struts
and Strut Inserts sold by Volkswagen of America, Inc., an operating unit of Volkswagen Group of
America, Inc. ("Volkswagen").
LIMITED LIFETIME WARRANTY FOR VOLKSWAGEN REPLACEMENT MUFFLERS, SHOCK
ABSORBERS, STRUTS AND STRUT INSERTS
Volkswagen warrants against malfunction any Volkswagen Replacement Mufflers, Shock Absorbers,
Struts and Strut Inserts ("Replacement Parts") which were acquired by a retail customer and installed
in a Volkswagen vehicle on or after May 1, 1991, for as long as the purchaser continues to own or
lease the vehicle.
In the event of a malfunction, Volkswagen will provide a new Replacement Part free of charge. The
cost of removal of the malfunctioning part from the vehicle and the installation of a new Replacement
Part into the vehicle are not covered by this warranty, except as noted below:
Labor may be reimbursable under the Limited Warranty for New and Remanufactured Parts and
Accessories within one year or 12,000 miles, whichever occurs first, from date of purchase of the
replacement Limited Lifetime Part (only if installed by an authorized Volkswagen dealership).
Volkswagen is not responsible for labor reimbursement beyond one year or 12,000 miles, whichever
occurs first.
The new Replacement Mufflers, Shock Absorbers, Struts and Strut Inserts will continue to be covered
by the Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers, Struts and
Strut Inserts.
O
WNER'S OBLIGATIONS
In order to claim under this warranty, the purchaser must do the following:
Present the vehicle equipped with the malfunctioning part to any authorized Volkswagen dealer in
the United States for repair;
Present the "Limited Lifetime Warranty" certificate delivered to the purchaser on the date of the
original sale of the Replacement Part and proof of current vehicle registration to any authorized
Volkswagen dealer in the United States or to the service facility which installed the warranted
component.
In order to be acceptable, such proof of vehicle registration must at a minimum show the
purchaser's name and the Vehicle Identification Number of the vehicle in which the Replacement
Part was originally installed.
This warranty is not transferable.
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EXCLUSIONS FROM THE LIFETIME WARRANTY
Catalyst, exhaust pipes (unless part of muffler assembly) clamps, gaskets, hangers, other mounting
hardware associated with the replacement of the Mufflers, Shock Absorbers, Struts and Strut Inserts
are not covered by this warranty.
D
AMAGE OR MALFUNCTIONS UNRELATED TO A MALFUNCTION OF THE REPLACEMENT PART
Damage to or malfunctions of the Replacement Part caused by misuse, negligence, alteration,
accident, fire, the improper repair of the vehicle, environmental damage, or the use of the vehicle in
competitive events are not covered by this warranty.
I
MPLIED WARRANTIES
Any implied warranty, including any warranty of merchantability or fitness for a particular purpose is
limited in duration to the stated period of this warranty.
Some states do not allow limitations on how long an implied warranty lasts, so the above limitation
may not apply to you.
C
ONSEQUENTIAL AND INCIDENTAL DAMAGE
This warranty does not cover any consequential or incidental damage, including loss of value of the
vehicle, lost profits or earnings or out-of-pocket expenses for substitute transportation or lodging.
Some states do not allow the exclusion or limitation of incidental or consequential damage, so this
limitation or exclusion may not apply to you.
N
O OTHER WARRANTIES MADE
This warranty is the only express warranty made by Volkswagen, the Manufacturer, and the selling
dealer in connection with the sale or installation of a Replacement Part covered by this warranty. Any
implied warranty, including any implied warranty of merchantability or warranty of fitness for a
particular purpose, is limited to the duration of this written warranty.
Neither Volkswagen nor the Manufacturer assumes, or authorizes any person to assume on its behalf,
any other obligation or liability.
S
PECIFIC LEGAL RIGHTS
This warranty also gives you specific legal rights, and you may also have other rights, which vary from
state to state.
Warranty information may be obtained by phoning 1-800-822-8987, or by writing to:
Volkswagen of America, Inc.
Customer CARE Center
3800 Hamlin Road
Auburn Hills, MI 48326
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Policies and Procedures Manual | Appendix: Warranty Statements Page 252
Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
6.10 WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY
WARRANTY PERIOD
The warranty period of WorldAuto Certified Pre-Owned is two years or 24,000 miles, whichever occurs
first.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness
for a particular purpose, is limited in duration to the period of this written warranty. Some
states do not allow limitations on how long an implied warranty lasts, so this limitation may not
apply to you.
START OF WARRANTY PERIOD
The warranty period begins when the New Vehicle Limited Warranty expires or on the WorldAuto CPO
sale date, whichever occurs later.
TERMS OF WARRANTY
Repairs under this warranty will be performed free of charge after a deductible of $50 per dealer visit.
In the event several repair attempts are necessary to repair a manufacturer’s defect in material or
workmanship covered by this warranty, the deductible with respect to that repair must be paid only
once. Vehicles purchased before January 1, 2012, ar not subject to a deductible.
WHAT IS COVERED
2 years/24,000 miles
This warranty covers any repair to correct a defect in material or workmanship (except wear and tear),
unless excluded in the section titled "What is Not Covered".
WHAT IS NOT COVERED
T
IRES
Tires are not covered by this warranty, but may be separately warranted by the tire manufacturer.
M
AINTENANCE SERVICES AND ADJUSTMENTS
This warranty does not cover the cost of parts and labor involved in any scheduled maintenance
service. This warranty does not cover the replacement of filters, oil, lubricants, or fluids unless their
replacement is a necessary part of warranty service on a covered component. This warranty does not
cover wheel alignments and balancing, brake and clutch adjustments or any mechanical adjustments
which become necessary as a result of normal use or wear and tear. Adjustments are minor repairs
not usually associated with the replacement of parts, such as headlight adjustments.
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UNWIRED HEADPHONES (ROUTAN ONLY)
Unwired headphones are not covered by this warranty, but are separately warranted by the
manufacturer.
W
EAR AND TEAR ITEMS
This warranty does not cover any wear and tear items, including, but not limited to, the replacement of
clutch linings, brake pads/shoes, brake linings, brake rotors, brake drums, timing belts, spark plugs,
the dust-pollen filter, the clutch-pressure plate, ignition wires, the distributor cap, the ignition rotor,
ignition points, the ATF oil filter, the strut, shocks, strut bearings, batteries, exhaust systems,
windshield wiper blades or inserts, incandescent bulbs, fuses, worn seatcovers, the Cabrio/convertible
top or other trim and appearance items that wear as a result of normal use or deterioration,
radio/cassette head cleaning, CD lens cleaning and belts, hoses and clamps that wear as a result of
normal use.
C
AMPER EQUIPMENT
Winnebago
®
-installed equipment or replacement parts are not covered by this warranty, nor is
any original Volkswagen component modified in the manufacturing of the Eurovan Camper by
Winnebago Industries that becomes inoperative such as modified or replaced body panels, radio or
exhaust systems.
L
OANER
This warranty does not include loaner allowance.
C
OMMERCIAL USE
Vehicles sold for commercial use, i.e. taxi, courier, limousine, driver education, etc. are not covered.
D
AMAGE OR MALFUNCTIONS DUE TO LACK OF MAINTENANCE, MISUSE OR ALTERATION
This warranty does not cover any damage or malfunctions caused by abuse, intentional or
unintentional misfueling, use of the vehicle in competitive events, use of inferior parts, alteration of the
vehicle or lack of maintenance, including, but not limited to, the failure to follow recommended
maintenance-and-use instructions as set forth in the Owner's Manual and the Maintenance Manual.
D
AMAGE OR MALFUNCTIONS DUE TO IMPROPER REPAIR OR INSTALLATION OF EQUIPMENT, ACCIDENT OR FIRE
This warranty does not cover any damage or malfunction caused by improper repair of the vehicle,
use of high-performance parts, modifications to the vehicle, use of non-OEM parts (and any
subsequent damage including damage or malfunctions to associated parts or systems), i.e., "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, improper installation of
accessories, such as alarm systems or communications equipment, accident or accidental fire.
D
AMAGE CAUSED BY THE ENVIRONMENT
This warranty does not cover damage caused by airborne industrial pollutants (i.e. acid rain), bird
droppings, stones, floodwater, windstorms and other similar occurrences.
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COST OF MAINTENANCE SERVICES
This warranty does not cover the cost of any maintenance services (i.e., oil changes, tire rotation).
Some specific maintenance services may be covered by the remaining portion, if any, of the
Volkswagen Carefree Maintenance Program.
O
THER EXPENSES
This warranty does not cover any incidental or consequential damage, including loss of value
of the vehicle, lost profits or earnings and out-of-pocket expenses for substitute transportation
or lodging. Some states do not allow the exclusion or limitation of incidental or consequential
damage, so this limitation or exclusion may not apply.
ADDITIONAL IMPORTANT WARRANTY TERMS
This warranty is issued by Volkswagen of America, Inc., an operating unit of Volkswagen Group of
America, Inc. (VWoA). This warranty does not apply to Volkswagen vehicles or parts and accessories
not imported or distributed by VWoA.
This warranty and the remaining portions, if any, of the New Vehicle Limited Warranty, the Limited
Warranty Against Corrosion Perforation, and the Emissions Control System Warranties, to the extent
that they have not expired, are the only express warranties made by VWoA with respect to this
Certified Pre-Owned vehicle. Neither VWoA nor the manufacturer assumes or authorizes any person
to assume any other obligation or liability on its behalf.
WHERE TO GO FOR WARRANTY SERVICE
Warranty repairs will be performed by any authorized Volkswagen dealer or an authorized Volkswagen
Service Center in the United States. This warranty does not apply outside the United States.
EMERGENCY REPAIRS
In the event that it is impossible or unreasonable in an emergency to drive or tow the vehicle to the
nearest authorized Volkswagen dealer, VWoA will reimburse to the purchaser the reasonable cost of
warranty repairs performed by service facilities other than an authorized Volkswagen dealer. If an
emergency repair was performed by a non-Volkswagen service facility, keep all receipts, repair orders
and parts removed from your Volkswagen vehicle. A statement describing the circumstances which
prevented the purchaser from bringing the vehicle to an authorized Volkswagen dealer, together with
original paid receipts and repair orders issued by the service facility, must be submitted in support of a
request for reimbursement. Mail this request to:
Volkswagen of America, Inc.
Attn: WorldAuto Certified Pre-Owned Warranty Department
3800 Hamlin Road
Auburn Hills, MI 48326
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WARRANTY TRANSFER
In the event of a private sale of a vehicle, the remainder of the Certified Pre-Owned Limited Warranty
may be transferred to the subsequent owner at no charge. The new owner is responsible for initiating
the transfer. The transfer is activated by submitting a letter containing the new owner's name, address
and phone number, the name of the previous owner (seller), and the complete VIN of the vehicle to
Volkswagen of America, Inc.
Send to: Volkswagen of America, Inc.
Attn: WorldAuto Certified Pre-Owned Warranty Department
3800 Hamlin Road
Auburn Hills, MI 48326
This warranty gives you specific legal rights and you may also have other rights, which vary
from state-to-state.
Additional warranty information may be obtained by writing to:
Volkswagen of America, Inc.
Attn: Customer CARE Center
3800 Hamlin Road
Auburn Hills, MI 48326
Telephone: 1-800-822-8987
VOLKSWAGEN 24-HOUR ROADSIDE ASSISTANCE
Refer to the 24-Hour Roadside Assistance Owner's Guide for specific details on the services provide
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
INDEX
A
Accessories, 33, 34, 47, 248
Accident/fire damages, 37, 74
Actual clocked time (A-time), 54
A-time over 1 hour, 55
Add-on repairs, 75
Adjustments, 16, 19, 75, 213, 215, 252
Air conditioner, 75, 215
Airbags, 76, 140
Atmospheric fallout, 202
Audio, 77
Direct Exchange Program, 82
Infotainment Worksheet, 45, 69, 77, 78, 79, 82
Non-Direct Exchange Program, 77
Audits
Parts retention, 67, 97
Warranty audits, 72, 73
B
Battery, 85
Battery test, 91
Brakes
Brake discs/drums, machining, noise/squeal, 92
Brake friction material, 17, 92
Brake pads/shoes/discs/drums wear and tear coverage - NVLW, 17, 92
Brake replacement, 44
Bulbs
Wear and tear coverage - NVLW, 93
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
C
Cabrio top repairs, 63
Cabrio/convertible tops, 253
California emissions
15/150 PZEV/AT-PZEV California emissions table, 119
7/70 California emissions tables, 101
8/100 California emissions table, 119
Campaigns, 94
Campaign parts, 67
Camshaft, 168
Carefree Maintenance, 128
Carefree Maintenance interim oil changes for IL and MN, 130
CARFAX® vehicle history report, 207
CD changer claim coding, 94
Certified Pre-Owned Warranty, 206, 252
Claims
Personnel authorized to code/enter warranty claims, 43
Time limits to file a claim, 42
Cleaning
Fuel system cleaning, 38
Clutch discs, 95, 192
Wear not covered as of MY 2007, 38
Comebacks and unsuccessful repairs, 144
Comments, 42
Constructive total loss, 203
Convertible tops, 63, 192, 253
Corrosion
Corrosion repairs, 24, 134, 192
Corrosion warranty, 24, 217, 231, 232, 254
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Customer care, 95
Customer delivery, 194
Customer Loyalty Assistance Program, 96
Customer signature, 43, 49
D
Damage category
Damage category for corrosion claims, 25
Dealer caused repairs/replacements, 35
Delivery date discrepancies, 39
Demo extension, 191
Diagnosis time, 54
Diagnosis time over 1 hour, 55
Diagnosis to Improve the Customer Experience (DICE), 55
Direct exchange program (audio), 82
Disclosing damaged vehicles, 204
Disclosure, 138, 143, 204
Distributor cap, 96
Document alteration, 47
Document retention, 48
Documentation
Parts requested by the WPRC, 68
Parts warranty claims, 47
Repair order, 43
Scanned, 49
E
Efficiency - technician, 148
Electronic repair order, 47
Emergency repairs, 96
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
Emissions
California, 28
California emissions warranties 15/150 PZEV/AT-PZEV table, 119
California emissions warranties 7/70 tables, 101
California emissions warranties 8/100 table, 119
Emissions control system defect warranty, 235
Emissions
performance warranty, 236
Federal, 26
Federal emissions 8/80 components, 99
Federal emissions warranty statement, 234, 237
ERO, 47
Exported/imported vehicles, 124
Extension warranties see warranty extensions, 29, 156
F
Filters, 215, 219, 252
Flat rate time, 54
Fluids and lubricants, 38, 50
Fuel
Improper fuel, 37, 247
Fuses, 84, 249, 253
G
General exclusions from coverage, 37
Genuine Volkswagen parts, 35, 138, 238, 246
Glass, 124, 192
Glass breakage excluded from NVLW, 216
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
H
Headphones, 125
High tension wires, 96
High-Voltage System Limited Warranty, 22
Hybrid
Hybrid System Warranty, 21, 222
I
Imported/exported vehicles, 124
Infotainment
Infotainment Worksheet, 45, 69, 77, 78, 79, 82
In-service date, request for change, 40
Inspection and condition report, 207, 208, 209
L
Labor operation, 42
Definition, 42
Re-evaluation and establishment, 54
Labor rate
For sublet repairs, 63
Reimbursement for warranty repairs, 54, 142
Warranty Labor Reimbursement Rates Dealer Options, 58
Lemon law, 125
Lifetime Warranty for Volkswagen Replacement Mufflers, Shock Absorbers, Struts, and Strut Inserts,
133, 250
Literature - Missing vehicle literature, 204
Loaner vehicles, 126
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
M
Maintenance, 127
Battery test and maintenance procedures, 91
Carefree Maintenance, 128
Carefree Maintenance interval oil changes for IL and MN, 130
Improper maintenance, 127
Maintenance of new vehicle stock batteries, 91
Maintenance records, 37, 127
Mediation and arbitration, 95, 132
Mileage, 41
Missing vehicle literature, 204
Misuse, 37, 86, 87, 88, 90, 145, 215, 219, 249, 251, 253
Modification, 37, 49, 90, 125, 155, 249
Mufflers, 132, 250
N
New vehicle storage guidelines, 202
New Vehicle Warranty, 213
New vehicle warranty voucher, 39, 124, 205
O
Odometer, 38, 40, 41, 133, 134, 217
Replacement, 133
Oil sludge, 156
Outside influence, 35
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
P
Paint, 192
Paint repairs, 134
Parts
Causal part, 41
Damaged parts, 38, 66, 136, 137
Genuine Volkswagen parts, 138, 238, 246
New parts use, 138
Packing parts requested by the WPRC, 69
Parts inspection, 67
Parts material issue, 44
Parts ordering, 139
Parts reimbursement, 50
Parts retention for warranty audits, 67, 97
Parts return, 70, 83
Parts scrapping, 71
Parts shipment, 64
Parts storage, 67
Remanufactured parts use, 138
Repair versus replace, 142
Personnel authorized to code/enter warranty claims, 43
Powertrain warranty, 218
Productivity repair shop, 141
Proration
Battery proration, 86, 88
Battery proration tables, 86, 87, 89
Punch time, 150
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
R
Radio
Audio Direct Exchange Program, 82
CD changer claim coding, 94
New radios/CD units when remanufactured units not available, 82
Radio/CD replacement Non-Direct Exchange Program, 77
Radio/CD/Navigation units parts return guidelines, 83
Reacquired vehicles, 143
Reception date, 41
Refrigerant, 75, 215
Reimbursement of labor, 54, 142
Reimbursement of sublet repairs, 50, 63
Repair date, 41, 42, 143
Repair order documentation, 43
Repair time, 41, 43, 54
Repair versus replace, 142
Repairs completed at or near warranty expiration, 143
Replace-only components, 140
Repurchased vehicles, 143
Request for change of vehicle in-service date, 40
Required documentation with repair order, 45
Required information on repair order, 43
Retail registration, 205
Road test
Diagnosis requiring, 56
Documentation, 45
Labor operations, 144
Roadside Assistance, 145
Rotors, 96
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Volkswagen of America, Inc. Warranty Policies and Procedures 06/16
S
Safety belts, 145
Seat covers, 147
Service management approvals, 46
Service Xpress, 146
Shock absorbers, 132, 147
Shop supplies, 38, 50
Speedometer replacement, 133
SRT discrepancies or revision requests, 54
Start of warranty period, 34, 206, 214, 219, 232, 237, 245, 252
Stolen vehicles, 40
Stone chips, 25, 37, 124
Storage damage before delivery to dealer, 203
Storage, access to, and reproduction of dealer records, 48
Struts and strut inserts, 147
Sublet invoices, 45, 46, 63
Sunroof, 147, 192
T
Technician efficiency, 148
Technician Helpline
Contact number requirements, 148, 155
Technician notes, 42, 44, 56, 144
Technician Time Record, 47
Technician time recording, 150
Time Flag, 47
Time limits to file a claim, 42
Time Record Technician, 47
Time recording technician, 150
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Tires, 15, 38, 153, 214, 252
Towing, 145
Transfer fee, 211, 255
Transmission
Repairs/replacement, 155
Tuning and modifications of the vehicle, 37, 155
U
Unregistered vehicles, 39, 205
Updates, 94
V
Vehicle eligibility for Certified Pre-Owned, 207
Vendor code, 41, 80
Voi
ded warranty, 38, 39, 40
Volkswagen 24-Hour Roadside Assistance, 255
Volkswagen Limited Extension Warranties, 29, 156
Volkswagen Parts and Accessories Limited Warranty, 33, 34, 47, 248
W
Warranty cancellation, 203
Warranty claims, 41
Warranty coverage verification, 39
Warranty extensions, 29, 156
Camshaft, 168
Catalytic Converter, 165
center high-mounted stoplight leds, 163
Driver’s Door Wiring Harness, 184
DSG Transmission, 164
Engine Coolant Temperature (ECT) Sensor, 163
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Engine Exhaust Flap, 175
Front Wheel Bearings, 174
Fuel Injector, 178
Fuel Pressure Sensor, 170
Heater Core, 190
High Pressure Fuel Pump, 186
Injection Pump, 189
Intake Manifold, 180
Intake Manifold Runner Control Motor, 171
Left Cylinder Head, 185
Oil Sludge (Enhanced), 156
PCV Valve, 173
Secondary Air Pressure Sensor, 177
Transmission Valve Body, 167
Turbocharger, 182
Window Regulator Cable, 166
Warranty parts handling, 64
Warranty parts release authorization form, 46
Warranty parts retention, 67
Warranty reinstatement, 40
Warranty Repair Acceptance, 192
Cluch disc, 192
Convertible top, 192
Corrosion, 192
Paint, 192
Window/sunroof glass, 192
Warranty transfer, 39, 255
Warranty voucher, 39, 124, 205
Wear and tear, 16, 34, 42, 213, 221, 249, 253
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Normal wear, 16, 19, 21, 23, 34
Wear specifications, 44
Wheel alignment and balance, 15, 192
Where to go for warranty service, 254
Window/sunroof glass, 192
Wiper blades, 18, 193, 213
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6 Volkswagen of America, Inc.
3800 Hamlin Road
Auburn Hills, MI
48326
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