Volkswagen Warranty Policies
and Procedures – April 2014

1

Foreword
This document regulates handling and processing of warranty liabilities between authorized Volkswagen dealers and Volkswagen
Group Canada 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 provincial or federal law
or regulation.
From time to time Warranty Policy and Procedures Bulletins will be published to modify or add to existing warranty policies or
procedures. These policies may not immediately be incorporated into the published version of this manual. The policies described
in the Warranty Policy and Procedures Bulletins will be incorporated into the next scheduled revision of this manual. Always check
the current Warranty Policy and Procedures Bulletins for additional and important information.
All currency listed in this manual will be in Canadian dollars unless otherwise specified.

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Commonly-Used Terms and Their Acronyms
Better Business Bureau
Canadian Motor Vehicle Arbitration Plan
Canada Border Services Agency
Certified pre-owned (formerly “Certified Pre-Owned”)
Volkswagen product owner
Dangerous Goods (a.k.a. Hazardous Materials, or HAZMAT)
Authorized Volkswagen Dealer or Authorized Service Centre
Electronic Control Module
Electronic Service Information System (Repair Manuals, Wiring Diagrams, Technical Bulletins, etc.)
Environmental Protection Act
Electronic Repair Order
Fixed Operations Manager
Guided Fault Finding
Hazardous Material(s), or Dangerous Goods
Inspection and Maintenance
New Vehicle Limited Warranty
Minimum Allowed Thickness
Malfunction Indicator Lamp
Motor Vehicle Manufacturing Association
Model Year
On Board Diagnostic, or On Board Diagnostic II
Parts Distribution Centre
Pre-Delivery Inspection
Powertrain Control Module
Repair Order
ServiceNet (additional repair, warranty, campaign and special tool information not found in ElsaWeb)
Suggested Repair Time(s)
Subject to Inspection
Technical Quality Manager
Transmission Control Module
Volkswagen Hub
Volkswagen Inventory Management
Vehicle Certification Administration System
Vehicle Identification Number
Volkswagen Group Canada Inc.
Warranty Field Specialist
Warranty Parts Return Centre

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BBB
CAMVAP
CBSA
CPO
Customer/Owner
HAZMAT/DG
Dealer, Dealership
ECM
ElsaWeb
EPA
ERO
FOM
GFF
HAZMAT/DG
I/M
NVLW
MAT
MIL
MVMA
MY
OBD, OBD-II
PDC
PDI
PCM
RO
ServiceNet
SRT
STI
TQM
TCM
www.vwhub.com
VIM
VCAS
VIN
Volkswagen or VGCA
WFS
WPRC

Warranty Policies and Procedures

1 All Warranty Types
1.1 Important Warranty Information for All Warranty Types
1.1.1 Warranty Coverage and Guidelines, All Warranty Types
There are several types of warranties for Volkswagen vehicles. These are:
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New Vehicle Limited Warranty (NVLW)
Powertrain Limited Warranty
Corrosion Perforation Limited Warranty
Federal Emissions Warranty
Parts and Accessories Limited Warranty
Limited Warranty Extensions for specific components
Hybrid System Limited Warranty

The following terms apply to all of these warranties unless otherwise noted within their specific policies.
Warranty Obligation
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. The Volkswagen warranties
cover the repair of the defect(s) or replacement of the defective part(s) as described in each warranty’s policy. If a part or number
of parts is required to be replaced, either new or remanufactured genuine Volkswagen parts may be installed per policy.
Supplements or changes to policies may be contained in current Warranty Policy and Procedure Bulletins. Always check the
current Warranty Policy and Procedures Bulletins for additional and important information.
Start of Warranty Period
The warranty period begins with the date of delivery to the original purchaser or the original lessee (including original fleet
purchases), which is the “in-service date,” 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 the original purchaser / lessee and subsequent
owners.
End of Warranty Period
The warranty period ends at the earliest one of these two events (i.e. whichever occurs first):
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When the vehicle reaches the specific warranty’s exact stated mileage limit (e.g. for the 4 year/80,000 km NVLW, the
warranty ends at precisely 80,000 km—not 80,001 km), or,
On midnight of the day before the given ‘anniversary’ of the in-service date (e.g. for the 4 year/80,000 km NVLW, if the
vehicle’s in-service date is 1 December 2009, the warranty ends at midnight, on 30 November 2013—not 1 December
2013)

Repair orders must be opened prior to the end of the warranty period in order to be eligible for warranty reimbursement.
Free-of-charge Repair
Repairs described under these warranties are free of charge unless otherwise noted (e.g. battery proration).
Basic Terms
These warranties are issued by Volkswagen Group Canada Inc. (VGCA) and DO NOT apply to Volkswagen vehicles or parts and
accessories not imported or distributed by VGCA.
The New Vehicle Limited Warranty, the Corrosion Perforation Limited Warranty, the Powertrain Limited Warranty, the Emissions
Warranties and the Hybrid System Limited Warranty are the only express warranties made in connection with the sale of a
Volkswagen. Any implied warranty, including any warranty of merchantability or warranty of fitness for a particular purpose, is

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limited in duration to the stated periods of these written warranties.
Some provinces do not allow limitations on how long an implied warranty lasts, so, the above limitation may not apply to the
owner.
VGCA 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.
Where to go for warranty service
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. Please refer to Section 1.1.7, “Emergency Repairs, All Warranty Types.”
Normal Wear and Tear
All mechanical parts of an automobile are subject to wear. Therefore, repair(s) or replacement(s) of most parts due to normal
wear are the customer's responsibility, and are NOT eligible for warranty reimbursement. However, some components ARE
covered for wear and tear. Please refer to Section 1.3.3 “New Vehicle Limited Warranty (NVLW), Components Covered for Wear
and Tear” for coverage of these components.
Use of Volkswagen Genuine Parts
New or remanufactured Genuine Volkswagen parts are required to be used for all repairs performed under VGCA warranty.
VGCA will not reimburse the cost of non-genuine parts used for warranty repairs except when the warranty work is eligible for
sublet to an independent repair facility and the required parts are not in the Volkswagen parts program. For more information on
proper parts use, please refer to Section 8.1.1, “Parts, Genuine.”
Engine oil requirement for all Volkswagen vehicles
When performing any warranty repairs, repairs for campaigns, and maintenance repairs during scheduled CPO Inspections
requiring oil changes or additions, technicians are required to use Castrol brand engine oil. For specifications on acceptable oil
types, please refer to Section 2.16.1, “Engine Oil Quality Standards for All Volkswagen Vehicles” of this Manual.
Data 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.
Diagnostic Methodology, from MY 2004
For MY 2004 and newer models, either Guided Fault Finding (GFF) or Guided Functions (GF) must be utilized for diagnosis of
warranty repairs or replacements, unless otherwise instructed in Volkswagen publications including, but not limited to Technical
Bulletins, UPDATE Bulletins, Warranty Policy and Procedures Bulletins, and Campaign Circulars. In some cases, the procedures
in these documents may specifically instruct the technician to use Vehicle Self Diagnosis (VSD). Please refer to Section 6.5.4.4,
“Diagnosis Time” for more instructions on methods for diagnosis.
With the paperless GFF process, diagnostic logs can be uploaded daily. Refer to ServiceNet for the latest information.
Repairs Required While Travelling Out of Country
Canadian customers who require warranty repairs while travelling in the United States should have repairs performed by an
authorized Volkswagen dealer. If the vehicle is covered by a Volkswagen Group Canada Inc. warranty, United States dealers can
submit a warranty claim. As of MY 2009, proof of Canadian residency 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.
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IMPORTANT:
From MY 2009, if a vehicle is purchased in Canada and then exported to (and registered in) the United States, the
warranty obligation from Volkswagen Group Canada Inc. will not be honoured in the United States.
United States customers who require warranty repairs while travelling in Canada should have repairs performed by an authorized
Volkswagen dealer. If the vehicle is covered by a Volkswagen Group of America, Inc. warranty, Canadian dealers can submit a
warranty claim. As of MY 2009, proof of United States residency 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.
IMPORTANT:
From MY 2009, if a vehicle is purchased in the United States and then exported to (and registered in) Canada, the
warranty obligation from Volkswagen Group of America, Inc. will not be honoured in Canada.
Campaigns and Recalls Required While Travelling
All campaigns and recalls for which a vehicle is eligible can be performed in any country, regardless of the country of purchase.
For more information on campaigns and other actions, please refer to Section 11, “Recalls, Campaigns, and UPDATEs.”

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1.1.2 Warranty Coverage Denial, All Warranty Types
Volkswagen Warranty reserves the right to charge back (debit) or deny claims that are not in compliance with the policies and
procedures outlined in this manual, current Warranty Policy and Procedures Bulletins, and other Volkswagen Warranty
publications.
Maintenance Requirements
The dealer may deny warranty coverage unless the customer presents proof in the form of Service or Repair Orders (receipts),
which show that all scheduled maintenance was performed in a timely manner. This applies only if maintenance service repairs
may have been a factor in warranty eligibility.

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1.1.3 Warranty Coverage Exclusions, All Warranty Types
For exclusions or exceptions for any specific warranty type, ALWAYS refer to the policies for the individual warranty type found
under Section 1.3, “Warranties in Detail”. For component-specific exclusions or exceptions, please refer to Section 2, “Warranty
by Components.”
The warranties do not cover incidental damage, including loss of value of the vehicle, lost profits or earnings, or out-of-pocket
expenses for substitute transportation or lodging.
IMPORTANT! 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 provinces 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
province to province.
Vehicles Used for Commercial Purposes
VGCA does NOT offer Powertrain Limited Warranty coverage for vehicles used for commercial purposes including, but not limited
to, taxis, couriers or delivery services, or limousines. If a commercial vehicle is sold to a subsequent retail owner (a private
individual), the warranty still does not apply. These vehicles are still entitled coverage from the New Vehicle Limited Warranty
(NVLW).
Maintenance Services and Mechanical Adjustments
The following are maintenance-related services / adjustments NOT covered under VGCA warranty:
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The replacement of any of the following, unless their replacement is a necessary part of warranty service on a covered
component:
o Spark plugs
o Clutch discs
Tire pressure adjustment
The cost of parts and / or labour in performing scheduled maintenance described in the Owner's Manual, Maintenance
Booklet, or the current Maintenance Schedule on ServiceNet.
After 1 year or 20 000 km, whichever occurs first, mechanical or service adjustments that do not usually involve the
replacement of parts including, but not limited to adjustment of headlight aim, a door latch, or parking brake. Please refer
to Section 1.3.2, “New Vehicle Limited Warranty, Exclusions,” for further clarification.

Wheel Alignment and Balance
Once a vehicle is declared in-service, wheel alignment and balancing will not be considered under the terms of any warranty
unless required in conjunction with a separate, warrantable repair. Wheel alignment and balancing will only be covered during the
PDI or if this task is specified in an applicable Technical Bulletin.
User-Programmable Settings
Some systems in Volkswagen vehicles have user-adjustable settings (i.e., non-basic tire pressure monitoring systems or lighting
control systems in the MFI). The programming of these systems is NOT a warrantable repair.
Vehicle Batteries
If a battery is discharged or fails to hold a charge due to outside influence (i.e., if a customer forgets to turn off a light or accessory
and discharges the battery), then the cost of testing, charging or replacing the battery is NOT covered.
Repairing of any damage is NOT covered under warranty. Cases of damage include, but are not limited to the following:
Damage caused by the lack of maintenance, improper maintenance and / or repair or failure to comply with Volkswagen
standards including, but not limited to:
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Failure to follow recommended maintenance and use requirements as set forth in the Volkswagen Owner's Manual and
the Maintenance Booklet

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The use of improper tools or maintenance / repair procedures (including any consequential damage from this action)
Repeat repairs / replacements due to incorrect diagnosis or improper maintenance / repair procedures
Failure to follow Volkswagen's procedures for the maintenance of vehicles in storage (e.g. maintaining the proper charge
of the battery, protecting the body surface, etc.)
Lack of tire balancing or wheel alignment or road hazards

Damage caused by accident, alteration, misuse, and negligence of the vehicle, including, but not limited to:
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Collision or any other types of accidents
Fire
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
Modification of the vehicle that alters the original engineering and / or operating specifications such as chip tuning,
increasing turbo size or output, or other electronic or mechanical modifications of factory-installed engine management
systems that would alter the vehicle performance specifications from those set by the vehicle manufacturer
Modification of the suspension, including, but not limited to the installation of aftermarket springs, shock absorbers, and
lowering kits
Installation or use of high-performance or custom/customized parts, or parts designated for ‘Off-Road’ use
Improper installation of accessories including, but not limited to alarm systems, audio systems, any communications
equipment, speakers, amplifiers, subwoofers, remote starters, or roof racks
Misuse, negligent, and / or dangerous use of the vehicle, such as racing or any other competitive events (whether
organized or not), driving over curbs, or driving on surfaces not intended for normal vehicular traffic
Intentional or unintentional use of contaminated, improper or modified fuel (including, but not limited to leaded fuel, racing
fuel or fuel treated with racing or ‘high-performance’ additives, such as octane boosters) or the use of an incorrect fuel
type (including, but not limited to using Diesel fuel in a gasoline-powered vehicle, or gasoline in a Diesel-powered vehicle)
Malfunctions caused by lack of maintenance, improper maintenance or failure to comply with maintenance requirements
described in the Maintenance Booklet or Owner's Manual. For MY 1999 and newer vehicles, the owner must be able to
gather proof in the form of service RO's (receipts) that all scheduled maintenance 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.
Prolonged use of the vehicle after discovery of a defect in material or workmanship
Prolonged use of the vehicle after a warning light, gauge reading or any other warning or warnings indicate a mechanical
or operational problem, for which the Owner’s Manual states the vehicle should be shut off or otherwise not operated
Installation or use of used parts (except factory remanufactured parts)

Damage caused by the environment, including, but not limited to:
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Water ingress allowed by the failure to clear and subsequent clogging of built-in drainage systems with leaves, sticks,
pollen, seedlings, or other air-borne or fallen debris (e.g. in the plenum, sunroof and areas around the trunk and hood
seals)
Bird droppings, tree sap, or other air-borne or falling debris
Stone chips, scratches, dings or dents, objects striking the vehicle
Hail, unusually strong wind, storms, lightning, earthquake, fire, flooding or floodwater, or other similar occurrences
Airborne industrial pollutants (e.g. acid rain)

Damage caused by the customer, outside influence, and inappropriate repairs
Damages resulting from negligence, customer driving habits, or outside influences are beyond the control of Volkswagen. These
types of damages are not eligible for warranty reimbursement. 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 Booklet.
Damage caused by Dealer service
Damages resulting from misdiagnosis, improper repair, and / or dismantling or installation of parts are the dealer's responsibility
and are not eligible for warranty reimbursement.

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1.1.4 Items and/or Conditions with NO Warranty Coverage
No warranty coverage or reimbursement exists for items and/or conditions including, but not limited to:
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Tires—tires are not covered by any Volkswagen warranty, but are separately warranted by the tire manufacturer. To
assist the owner in obtaining related warranty information, a list of tire manufacturers and addresses is provided within
this manual. Verify with the tire manufacturer what is covered under their warranty (see Section 2.23, “Tires”).
Glass breakage, unless due to a defect in manufacturer's material or workmanship
Filters, oil, lubricants, fluids, washer solvent, or air conditioning freon, unless their replacement is a necessary part of
warranty service (see Section 6.5.3, “Reimbursement for Fluids and Lubricants”)
From MY 2007: spark plugs and clutch discs, unless defective
Fuel system cleaning (e.g. the removal of carbon deposits/coking)
Unnecessary replacement of parts/units, unless written Volkswagen policy states otherwise, such as replacement of an
entire multi-component kit when only specific components require replacement
Part(s) found to be damaged upon removal from packaging and prior to installation on a vehicle. There is NO coverage
for parts damaged while in inventory at the dealership.
Shop supplies, including, but not limited to rags, lubricants, cleaning solvents, adhesives, wire, brake cleaner or any other
solvents/cleaners
The disposal of shop supplies, trash, or other by-products of the repair process.
Unwired wireless headphones (Routan). Unwired wireless headphones are warranted by the headphone manufacturer.
Cost of towing

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1.1.5 VGCA Warranty Keys and Process to Request a Vehicle Alert
Model/Model Year: All VGCA vehicles with any remaining Warranties
In order to better protect our customers and their Volkswagen Warranties, Volkswagen Group Canada Inc. (VGCA) has created a
series of ‘Warranty Keys’ that will be used as ‘Vehicle Alerts’ in cases of vehicle misuse or modification. These ‘Warranty Keys’ are
visible in ELSA and are listed below:
Key

Description

T10

Motor tuning/ racing car/ Extreme usage

T23

Chip Tuning

T26

Change Exhaust System/ diesel particulate

T40

Running Gear Tuning

T50

Changed Vehicle Body

T68

Change Inside Furnishing

T90

Change instrumentation / speedometer

Part 1: What Should you Do if A ' Vehicle Alert ' Appears when Reviewing A Vehicle's History in ELSA?
When applicable, a ‘Vehicle Alert’ will appear when an affected VIN is entered in the “Vehicle –Specific Notes” screen within ELSA.

If and when a ‘Vehicle Alert’ does apply to a vehicle that is still under Warranty and is either in your dealership for repair, or
scheduled for repair, please follow the steps below:
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•

•

Do not perform any Warranty work on the vehicle (this does not apply to Recalls/Service Actions or Emission related
repairs).
Inform the customer of your findings and advise them that you will need to obtain additional information from VGCA:
o Contact your Warranty Claim Specialist (WCS). Your WCS will provide you with supporting information and
documentation regarding any and all possible areas of the vehicle where the warranty would not apply.
o After further investigation, your WCS in conjunction with your FOM will decide whether the repair should be
completed under warranty.
Communicate the final decision to your customer.

Part 2: How to Request a 'Vehicle Alert' for A Specific Vehicle (VIN)
When diagnosing a vehicle that is in your dealership for repair, a technician may identify a possible area where modification or
misusage of the vehicle appears to be responsible for the current problem, or where it could be attributable to potential future
issues.
In the event this occurs, please follow the steps below:
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Do not perform any warranty work on the vehicle (this does not apply to Recalls/Service Actions or Emissions related
repairs).
Inform the customer of your findings and advise that you will need to contact VGCA to discuss the situation.
Gather all back-up information:

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o
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o
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Obtain the detailed technician’s comments and Repair Order.
If applicable, take pictures of any and all affected area(s).
Save and print all data including scanning tools and screen-prints.

Complete in full the ‘Vehicle Alert Request Form’ (See VGCA Warranty > Forms).
Contact your FOM and forward all above information to him/her.
The FOM will review all information and will decide if there is sufficient information gathered to support removing the
Warranty on the specified component(s). If a decision is made to do so:
o

Scan and e-mail the completed form and all applicable documentation to your FOM and carbon copy your
Warranty Claims Specialist (WCS) at VWGC.warranty@vw.ca. Note: the Subject line of your e-mail should read:
‘Dealer Number + 17 digits VIN + Vehicle Alert Request’.
For example: 4991234 XXXXXXXXXXXXXXXXX Vehicle Alert Request

o
o
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Once received, all information will be reviewed by the VGCA Warranty Manager, Product Support and your FOM.
A decision will be made and communicated to you.

If it is decided that the warranty will be removed on the specified component(s) then a ‘Warranty Alert’ will be added to the
vehicle profile. This will be available in ELSA within 48 hours.
Ensure you inform your customer of the decision. Also advise them that a ‘Vehicle Alert’ has been added to their vehicle if
in fact the warranty has been removed on the particular component(s).
If the vehicle is deemed still warrantable, then no further actions are necessary on your part.

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