Warranty Information
Number: VWC-14-12

General Communication
Subject: VW CREW Southeast Region Warranty Administrator
Opening Available

Date: Oct. 1, 2014
This document conveys
Volkswagen Warranty general
information.

Volkswagen Warranty is currently seeking interested Warranty Administrators from the
Southeast Region for the VW Committee for the Review and Evaluation of Warranty (VW
CREW). The VW CREW is comprised of engaged and enthusiastic certified dealership Warranty
Administrators who have the opportunity to assist VW Warranty with activities such as:
 Previewing and providing feedback on certain Warranty communications
 Providing suggestions for new content and reviewing proposed enhancements for the

WISE website
 Assisting in the development and review of training materials, e.g. user guides, videos, job

aids, webinars and certification requirements
 Evaluating and presenting Warranty service and process improvement opportunities

VW Warranty is looking for you to help us help you. So, if you are friendly, innovative and enjoy
working with others to bring about positive changes, then WE WANT YOU!

Sound Interesting . . . What Happens Next?
VW Warranty will open a brief 12-question survey on WISE from October 2 – 10, 2014 to assist in
selecting a Warranty Administrator from the Southeast Region, based on experience, location
and other criteria. The survey should only be completed by certified Warranty Administrators.
The survey will appear on WISE under the News tab during the survey period and be entitled
Warranty Administrator Survey.

Page 1 of 2 plus attachments
© 2014 Volkswagen Group 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 Group 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.

Warranty Information
What Happens After I Complete the Warranty Administrator Survey?
Warranty Administrators interested in participating in the VW CREW are required to:
 Review the attached Volkswagen Committee for the Review and Evaluation of Warranty

(VW CREW) Charter which provides details about how the Committee functions and
includes articles addressing issues such as Dealer and VW Warranty representation,
eligibility criteria and the selection process, length of service, the format and frequency of
meetings, and time commitment.
 Complete the attached VW CREW Participation Form and scan and email it to Volkswagen

Warranty at warranty.helpline@vw.com by October 13, 2014.
 The selected candidate will be contacted by VW Warranty on or about October 20, 2014.
 The next in-person meeting with VW Warranty management will be held in Auburn Hills,

Michigan on November 18 – 20, 2014. As stated in Article Six of the Volkswagen
Committee for the Review and Evaluation of Warranty (VW CREW) Charter, hotel room
and tax for required overnight stays, as well as airfare, airport shuttles, if necessary, and
Volkswagen-organized group meals, will be covered by Volkswagen. Any incidental
charges, additional nights or upgrades will be the VW CREW member’s responsibility.

Additional Information
The VW CREW Participation Form and the Volkswagen Committee for the Review and
Evaluation of Warranty (VW CREW) Charter are also located on WISE > Resource Center > VW
CREW.

Questions
For any questions regarding the VW CREW, please contact the Warranty Helpline at 866-3068447 or warranty.helpline@vw.com.
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© 2014 Volkswagen Group 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 Group 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.

Volkswagen Committee for the Review and
Evaluation of Warranty (VW CREW) Charter
Article One
Mandate
1. The VW CREW Mandate
The mandate of the VW CREW is to work closely with Volkswagen Warranty management
on:


Previewing and providing feedback on certain Warranty communications



Providing suggestions for new content and reviewing proposed enhancements
for the WISE website



Assisting in the development and review of training materials, e.g. user guides,
videos, job aids, webinars and certification requirements



Evaluating and presenting Warranty service and process improvement
opportunities

The VW CREW serves in an advisory capacity and has no authority to establish or modify
Volkswagen Warranty policies or procedures, which VWoA may establish or modify at any
time at its sole discretion.

Article Two
Membership
2. Membership
A. The VW CREW will be comprised of between 5 and 10 individuals currently serving as
a Warranty Administrator at a Volkswagen dealership (1-2 from each of the five
Regions: MWR, PAR, SCR, SER & NER).
B. The members will be selected by VW Warranty from a pool of eligible volunteers.
C. Members must provide a signed VW CREW Participation Form from the Service
Department management of the VW dealership they are representing.
D. Each VW CREW member must be an active, certified and registered Warranty
Administrator throughout their tenure.
E. VW CREW members are expected to network with other Warranty Administrators in
their respective Area and Region and perform a representative role.
F. Due to the potentially sensitive nature of the information received and discussed in the
VW CREW, a Mutual Non-Disclosure Agreement must be signed by each member.

VW CREW Charter

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June 2013

Article Three
VWoA Representation
3. VWoA Representation
VWoA representation for the VW CREW meetings will be the VWoA Warranty management
team, team leaders and WISE website administrator:


Warranty Assistance Group Manager



National Warranty Field Manager



Warranty Parts Return Center (WPRC) Manager



Warranty Compliance and Cost Manager



Warranty Claim Adjusting Supervisor



Warranty Systems Administrator



WISE Website Administrator

Standing invitees will include:


Product Compliance



General Manager, Warranty & Technical Field Operations

Other VWoA representatives may attend at the discretion of VWoA Warranty management.

Article Four
Term / Length of Office
4. VW CREW Term / Length of Office
The VW CREW membership tenure will be typically a two-year term. VW CREW terms will
be staggered to ensure a smooth transition of operations and assimilation of new
members. Once a member’s term has expired, the Warranty Administrator may volunteer
again for participation but preference will be given to new candidates.
The positions of President and Vice-President are elected by the members of the VW CREW
to provide leadership and to facilitate dissemination of information within the VW CREW.

VW CREW Charter

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June 2013

Article Five
Meetings: Format and Frequency
5. VW CREW Meetings: Format and Frequency
There will be a maximum of two VW CREW meetings per year where the VW CREW and VWoA
Warranty management meet in person.
The VW CREW President and VWoA will agree in advance to a written agenda, approximately
one week prior to the meeting date.
In addition, monthly conference calls will be scheduled on a designated day and date of each
month. The conference calls are to be used primarily for the VW CREW and VWoA Warranty
representatives. Other VWoA individuals will be invited to participate as needed.
An agenda will be provided approximately one week prior to conference calls.

Article Six
Time Commitment
6. Time Commitment
VW CREW conference calls with VW Warranty management: Approx. 1 hour / month
Review and evaluation of Warranty documents and materials: Approx. 3-4 hours / month
Meetings in person with VW Warranty management: 2 / year (maximum)
 Hotel room and tax for required overnight stays, as well as airfare, airport shuttles,
if necessary, and Volkswagen-organized group meals, will be covered by
Volkswagen. Any incidental charges, additional nights or upgrades will be the VW
CREW member’s responsibility.

VW CREW Charter

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June 2013

Article Seven
VW CREW Membership Termination
7. VW CREW Membership Termination
A sitting member of the VW CREW will be subject to removal:
A. In the event of a major change in ownership and management of the Volkswagen
franchise.
B. In the event that the member is no longer actively involved in warranty
administration.
C. In the event that the member is no longer registered or certified as a Warranty
Administrator in accordance with Volkswagen standards.
D. In the event that the member no longer has the permission of their dealer Service
Department management to participate.
E. In the event that the member fails to actively participate in scheduled conference
calls or meetings in person with Volkswagen Warranty Management.
F. In the event the member's participation is deemed harmful or unproductive to the
VW CREW and its mission. This may be accomplished through a majority vote of
the VW CREW and/or the decision of VWoA Warranty management.

Article Eight
Discontinuing the VW CREW
8. Discontinuing the VW CREW
Volkswagen Warranty Management reserves the right to discontinue the VW CREW
activities at any time with reasonable notice.

VW CREW Charter

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June 2013

Volkswagen Committee for the Review and Evaluation of Warranty (VW CREW)
Participation Form

To:
Volkswagen Warranty Administrators
From: Volkswagen Warranty
To be eligible to participate in the Volkswagen Committee for the Review and Evaluation of Warranty
(VW CREW), the Warranty Administrator must complete and sign this form and obtain the approval of
Service Department management at your dealership. Submit this form to VW Warranty.
VW CREW Participation Form:
I am a certified Volkswagen Warranty Administrator and would like to participate in the VW Committee for
the Review and Evaluation of Warranty (VW CREW).
Dealer Number:
Warranty Administrator’s Name:
Warranty Administrator’s Signature:
Date:

My signature below acknowledges that I have read and understand the Warranty Administrator
responsibilities within the Volkswagen Committee for the Review and Evaluation of Warranty (VW
CREW) Charter and I authorize participation. I understand that this authorization may be revoked by me
anytime at my request.
Service Management Approver’s Title:
Service Management Approver’s Name:
Service Management Approver’s Signature:
Date:

Scan and email this completed form to: warranty.helpline@vw.com or fax to 248-754-6557.
Page 1 of 1
© 2014 Volkswagen Group 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 Group 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.