 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.
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 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
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.

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 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:
 Level 1 – Impact 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
 Level 2 – Damage 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
 Level 3 – Damage 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: 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.
Note: FBC 100, 200, and 300 do not include wheel damage.
WARRANTY CLAIM DAMAGE
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 severity 1 code
 Missing "standard equipment" items (determined by the vehicle's model code) which are not
presumed vandalism (see section Transportation Claim Damage) and 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.

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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 work 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. Delivery receipt must be kept with the warranty repair order.
Volkswagen Warranty is not responsible for vehicle damage which occurs while said vehicle is in
dealer inventory.
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.
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 Missing
"standard equipment".)
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 transporter is not authorized to
move the vehicle to another location. Notify the Transportation Damage Claims Department by
telephone or email using the table Volkswagen Transportation Damage Claims Department Contact
Information. Claims personnel will determine disposition of the vehicle. Be prepared to send an
estimate of repair, copy of the delivery receipt and pictures, when available. Do not begin any repairs
prior to the Transportation Damage Claims Department's disposition notification.
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

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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.
REPAIR COMPLETION
Transportation damage repairs must be completed within 30 days of vehicle receipt.
TRANSPORTATION CLAIM SUBMISSION
 A transportation claim 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.
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.
 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.
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

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Page 189

 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)

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Page 190

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.
INVENTORY 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.
STORAGE 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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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
STORAGE 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.
FLOOD 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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Page 192

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.
MISSING 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:
Labor Operation:
Parts Information:

0038
Not applicable
Use the "Outside Material" field for the part number when replacing Owner's
Literature.

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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 notify
Volkswagen, through SAGA, of the correct in-service date, which becomes the warranty activation
date.
RETAIL 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.
MATCHING 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.
UNREGISTERED 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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