Order replacement unit from the supplier
Log all inspection findings using the Infotainment Worksheet
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.
4.

Interrogate vehicle using GFF/GF
Write VIN on the Diagnosis Log

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5.
6.

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Print Volkswagen-Approved Diagnostic Tools' Diagnosis Log
If DTC present:
a.
b.
c.

7.
8.
9.

NEXT PAGE

Run function test plan for each fault
Follow instructions on each test
Print test plan

Log all inspection findings on Infotainment Worksheet
Locate vendor on Diagnosis Log or identify vendor by removing the audio unit
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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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.
CLAIM 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
SERVICE NUMBERS
Use applicable Service Number per ElsaPro
 9130 Radio
 9132 Radio/Navigation Combo Unit

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Page 77

 9144 Amplifier (United Radio only)
 9160 CD Changer
 9025 Instrument Cluster (United Radio only)
PART 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.
LABOR 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).
PARTS
Outside Materials (not applicable for Customer Loyalty Assistance Program/Goodwill)
 DELPHI999 (Delphi specific number will facilitate payment of $30.00 handling reimbursement)
 PANAS9999 (Panasonic specific number will facilitate payment of $30.00 handling
reimbursement)
 BOSCH9999 (Bosch specific number will facilitate payment of $30.00 handling reimbursement)
 ROUTAN999 (Routan specific part number will facilitate payment of $30.00 handling
reimbursement)
Process for Direct Exchange Customer Loyalty Assistance (Goodwill) Claims
 Direct Exchange components ordered for Customer Loyalty Assistance (Goodwill) program claims
will be invoiced to dealers at the full purchase price.
 After the Direct Exchange component has been replaced, enter the claim in SAGA using the
applicable labor operation(s), part number and goodwill participation percentages.

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Page 78

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
Phone: (800) 232-3965
Fax: (800) 428-0333
Phone: (800) 228-0473
Fax: (800) 682-8056
Phone: (800) 323-1943
Fax: (708) 865-5296

Delphi
Panasonic
Bosch

Claim processing questions

Audio unit orders
Damaged unit's processing instructions
Missing prepaid shipping labels

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
AUDIO DIRECT EXCHANGE SUPPLIERS' MAILING ADDRESSES
DELPHI

PANASONIC

AJR International, Inc.
300 Regency Drive
Glendale Hills, IL 60139

VW Audio Center c/o Yamada
1590 North Lakeview Avenue
Anaheim, CA 92807

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BOSCH
Bosch Service Center
c/o Midwest Electronics
2800 S25th Avenue
Broadview, IL 60155

UNITED RADIO
United Radio
5705 Enterprise Parkway
East Syracuse, NY 13057

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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 Shipping Portal (WPSP) will automatically be populated on the shipping label
generated through the WPSP. A completed Infotainment Worksheet must be attached to the
component before shipment.
Non-direct exchange program audio components that are not requested through the WPSP should be
returned to the facing PDC for core reimbursement once displayed on the Parts Destruction and Core
Disposition Report.

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.
CLAIM 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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Page 80

Request for Credit Calculation Example below. If the calculation results in a "negative" amount, a
Miscellaneous Request for Credit does not apply.)
CALCULATION 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
Dealer Cost of "New Radio/CD/Navigation unit"
Minus "Core Return Value" of
Radio/CD/Navigation unit
Equals Net Difference
Minus Dealer Cost of "Remanufactured
Radio/CD/Navigation unit"
Equals Amount Due Dealer via Miscellaneous
Request for Credit

AMOUNT

SAMPLE PART NUMBER

$544.00

1HM035186D

$200.00

1HM035186DU

$344.00

-

$143.22

1HM035186DX

$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.
AUDIO 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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 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 fourcorner 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.