Maintenance Booklet, and that all required maintenances have been performed.
Verify that the vehicle is covered by a Volkswagen warranty.
Always verify the vehicle status (see Section 6.2.3, “Voided Warranty”) as well as any Warranty Keys that may be
attributed to the vehicle in question (see Section 1.1.5, “VGCA Warranty Keys and Process to Request a Vehicle Alert”).

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6.2.2 Delivery Date Discrepancies
In-Service Date
The in-service date is defined in Section 1.1.1, “Warranty Coverage and Guidelines, All Warranty Types.” The in-service date
must be entered on the Warranty Voucher in the 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
ElsaWeb.
Unregistered Vehicles
In all cases, unregistered vehicles that have accumulated more than 1,600 kilometres will be considered in-service. Claims will be
denied if no in-service date is recorded and km exceeds 1,600 km.
Change of Vehicle In-Service Date
On the rare occasion, the in-service date of a vehicle may need to be changed. The only instance where this may be allowed is
when the date itself is entered incorrectly (i.e., month and date discrepancies: 06/12 vs. 12/06).
If a vehicle is put into service prior to delivery, its warranty period still begins on that in-service date reported before the delivery.
For example, a vehicle is put into service at the dealership prior to sale, then six (6) months pass and that vehicle is delivered to a
customer. Even if the vehicle has acquired no mileage, it will only receive warranty starting six months prior to the sale. In this
case, NO change to the in-service date may be made.
Any in-service dates erroneously reported to Volkswagen must be corrected through the following procedure:
•
•
•

The request must be submitted to the Area Team using the Request for Change of Vehicle In-Service Date Form. Forms
are available on ElsaWeb > ServiceNet under VGCA Warranty > Forms.
The reason for the request must be clearly stated and supported by relevant documents (i.e., a sales contract / lease and
a warranty booklet voucher).
After review and approval by the Area Team, include the Warranty Claim Processing Department's Fax Check Sheet
Form into the SAGA claim submission. It is also available on ElsaWeb > ServiceNet under VGCA Warranty > Forms.

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6.2.3 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 km 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.

Exceptions for Total Loss Vehicles
If a vehicle is identified as "Vehicle totalled/without warranty" in ElsaWeb, the vehicle's warranty is invalid with the exception of
campaigns, emissions claims under certain conditions, and parts claims which can still be processed. Contact the Campaign
Specialist to claim a campaign for a vehicle with a "Vehicle totalled/without warranty" status. Contact your Warranty Claims
Specialist for emissions and parts claims on vehicles that have a "Vehicle totalled/without warranty" status.

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6.2.4 Warranty Reinstatement
The warranty may be reinstated for recovered stolen vehicles. Volkswagen will consider warranty reinstatement upon dealer
inquiry. Refer to the following procedures:
•
•
•
•
•

Dealers are to submit a request for reinstatement which must include a copy of the police report verifying recovery and a
statement by the dealer Service Manager 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
QTM. A copy of the original repair estimate, together with a copy of the repair invoice and material issue, must be
provided for evaluation and verification.
Based on the QTM's inspection report, a decision will be made.
Parts on vehicles which are NOT Volkswagen genuine, remanufactured, or economy parts cannot receive warranty
reinstatement.
Original Volkswagen parts / systems which have been tuned or modified will NOT receive warranty reinstatement.

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6.3 Warranty Claims
6.3.1 Warranty Claim Requirements
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.
Repair date
The date of the last punched repair time must be used as the repair date for all warranty claims. The only exception to this policy
occurs when repairs are completed at or near warranty expiry date. Please refer to Section 6.6.2, “Repairs Completed At or Near
Warranty Expiry Date.”
Km (total distance travelled by the vehicle, in kilometres, indicated on the odometer)
For all warranty claims, the exact mileage entered into the “Kilometres / Miles” field on the SAGA warranty claim must be the "IN"
km. This would be the exact odometer reading when the repair order was first opened to diagnose the issue. Warranty claims
with false odometer readings will be charged back. Note that both “IN” and “OUT” mileages still need to be recorded on the repair
order to substantiate road tests and other conducted diagnoses (See Section 6.4.1, “Required Information on Repair Order”).
Part Manufacturer Code
The part manufacturer code (or vendor code) identifies the manufacturer of the part. A part manufacturer code must be entered
into all SAGA claim submissions. For instructions to identify the correct vendor code to submit with a warranty claim, please refer
to Section 8.2.4, “Vendor Codes.”
Causal Part / Labour
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.
Labour Operation
A labour operation is an 8-character code that describes the kind of repair performed. Labour operations are published on
ElsaWeb. Refer to Section 6.5.4.5, “Labour Operation Codes” for details regarding proper use of labour operations.
Claim Comments
Completed claim comments supply additional information to help substantiate and process claims. The “Claim Comments” field
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
Technical Helpline case number or HotlineChannel ticket number
All relevant fault codes that pertain to the claim PID (such as "DTC P1200"). The fault code which actually relates to the
issue / complaint should be identified as well.
For wear items covered by the NVLW, indicate the dimensions of the worn part in relation to the specification. Refer to
New Vehicle Limited Warranty (NVLW), Components Covered for Wear and Tear, or Warranty Coverage by Components
Authorization number from FOM (if applicable)
Document flow number if part was backordered
Reason for excessive loaner (if applicable)

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HST Number
For all Volkswagen vehicles, if a Technical Bulletin is to be followed during warranty repairs, the Instance Number as well as its
current version (where applicable) should be entered into the “HST number” field in SAGA. This eliminates the need to include
the use of a Technical Bulletin in the “Claim Comments” field. You can find the Bulletin’s combined Instance Number and version
on ElsaWeb, in the Technical Solutions section under “Transaction No.” as seen below.
In ElsaWeb

In SAGA
The “HST number” field is located on the “Main Data” tab in SAGA. Once the claim has been saved, it can be found on the
“Damage Information” tab. See below.

IMPORTANT!
For claims with parts requested the dealer must provide adequate, detailed supporting information in the "Claim 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 or phrases such as "inop," "broken" or "performed diag."

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6.3.2 Time Limits to File a Claim
Properly completed repair orders for justified warranty or campaign services must be transmitted immediately after completion of
the repair and must be received by VGCA no later than 30 days from the date of repair completion (last punched repair date).
Claims received after one year from the date of repair cannot be processed. Some provinces may not allow this
limitation. Check provincial law for further information.

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6.3.3 Personnel Authorized To Code/Enter Warranty Claims
Authorized dealers must restrict access to repair orders to prevent unauthorized personnel from adding repairs or labour
operations to the repair order and / or warranty claim.
Only qualified Warranty Administrators, Service Consultants, and Shop Foremen or Dispatchers are approved to enter labour
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.

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6.4 Repair Order Documentation
6.4.1 Required Information on Repair Order
Repair order documentation is the basis with which the dealer must verify the repair work performed under warranty. All of the
documentation must be correct and complete.
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 km of repair. In case of a road test,
the repair order must clearly show the vehicle km "before" and "after" each road test.
Verification of Customer Concern
Service Consultants must verify that a customer concern is about an actual failure / issue by questioning the customer thoroughly,
inspecting the vehicle, and asking for a demonstration of the condition before continuing with any official diagnosis or repair
procedures.
Customer 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 Manager or their current designate must document the reason the
customer signature is missing and sign (legible full signature) the repair order. For signature requirements on add-on repairs,
please refer to Section 7.1, “Add-on Repairs.”
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
hard copy. The Service Manager or their current designate must sign the repair order hard copy in addition to affixing the night
drop note / envelope.
Technician Notes
Technician notes must include, but are not limited to, the customer complaint, the cause of the problem, and details of 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.
Cross-Referencing Documentation to the Repair Order
All supporting documentation for a warranty repair must be cross-referenced to the original repair order.
For example, dealers must record the original repair order number(s) and VIN on the supporting documentation. The original
repair order might be one on which diagnosis was performed, or one from before the expiry of the warranty.
Documentation to be noted on the repair order includes, but is not limited to, measurements or test procedures. Brake pad / rotor
replacement, if covered by warranty, must include wear specifications (including warping). If a vehicle was towed to the
dealership, you must note (for the appropriate concern) that the vehicle was towed, and identify the part (or Service Number)
which caused the vehicle to be towed. For further instructions regarding towing, please refer to Section 6.6.1, “Tow-Ins, Claim
Coding Procedure.”
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 by the SRT for
that repair. The ERO system used must enable VGCA to identify the technician who accessed the system and entered the
specific notes.
Note: Specifications for brake wear and other components can be found in the repair manual on ElsaWeb.
Parts Material Issue
The parts material issue must show the quantity, part number, and part description for every part used for a warranty repair. Each

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part must be marked beside the respective repair procedure line(s) on the repair order. Parts used from the wiring harness repair
kit, VAG 1978, must be listed by part number on the repair order’s parts material issue to substantiate the payment for wiring
repairs claimed under warranty.
Support for A-time
Volkswagen Warranty must be able to reconstruct why A-time time has been claimed. Any A-time claimed must be fair, realistic,
and have a technically sound explanation.
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.
Please refer to Section 7.4, “Time
Recording by the Technician.”
When claiming a road test, the repair order must clearly show the vehicle km "before" and "after" the road test.
The time while being on hold with the Technical Helpline is not reimbursable. The Technical Helpline recommendations, date of
contact and case number must appear on the repair order. The Technical Helpline case number must be entered in the claim
comments. All supporting printouts from scan tools 5051B/5052A/6150 and other documentation must be attached to the repair
order hard copy and be available for review.
Support for Diagnosis Time
Volkswagen Warranty must be able to reconstruct why diagnosis time has been claimed. Any diagnosis 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. Please refer to Section 7.4, “Time Recording
by the Technician.”
Diagnosis time surpassing 1 hour requires approval from the Service Manager. The Service Manager or other designate must
also sign and date the times for diagnosis on the RO which exceed 1 hour.
When claiming a road test, the repair order must clearly show the vehicle km "before" and "after" the road test.
The time while being on hold with the Technical Helpline is not reimbursable. The Technical Helpline recommendations, date of
contact and case number must appear on the repair order. The Technical Helpline case number must be entered in the claim
comments. All supporting printouts from scan tools 5051B/5052A/6150 and other documentation must be attached to the repair
order hard copy and be available for review.

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6.4.2 Required Documentation with Repair Order
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), all diagnostic worksheets, test sheets, or printouts such as the Audio
®
Diagnostic Worksheet, Transmission Diagnosis Worksheet, Brake Disc Measurement Form, Battery Test Sheet, Midtronics
Battery Tester printout, sublet invoices, loaner agreements, and 5051B/5052A/6150 GFF logs from ODIS.
Authorization Forms
All authorization forms including but not limited to the Warranty Parts Release Authorization Form and any applicable FOM
authorization forms.
Forms are available on ElsaWeb > ServiceNet under VGCA Warranty > Forms.
Invoices and Loaner Agreements
All sublet invoices and loaner agreements must be included with the repair order. Invoices are not considered repair order copies.
Invoices must contain all customer information and the full VIN of the vehicle. Loaner agreements must include the full VIN of the
downed vehicle and the customer’s signature.
Electronic Repair Order (ERO) Documentation
Dealers using an ERO system must print a copy of the ERO following the initial write-up which includes including customer
concerns, VIN, km 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.
Document 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 premodified and modified documents for review by VGCA. Paid warranty claims resulting from unjustified documentation alterations
will be charged back.
Recording of Technician Repair Times
Daily Time and Payroll Record and Tear-off Stub
The technician's Daily Time and Payroll Record and tear-off stub (time flag) must list the technician’s number, time punched in
hundredths of an hour (not minutes), and month and date the individual repairs were performed. The tear-off stub must be
permanently affixed to the back of the repair order hard copy.
The initial start time for a repair is 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 ERO system that records
the time a technician enters by month, date, and 100 units per hour and must conform to the Volkswagen Suggested Repair Time
(SRT) system. Each repair identified on the repair order (such as A, B, C) must be punched separately, or will be subject to debit.
All time punches must be clearly associated with the repair lines they are assigned to. If, for instance, more time punches are
recorded than repair lines, then the punches must clearly indicate which line they are linked to. For information regarding proper
time recording for A-time and diagnosis time, please refer to Section 7.4, “Time Recording by the Technician.”
The Daily Time and Payroll Record must provide a record of the technician's repairs and the time used to complete the repairs
each day whether customer pay, warranty, or internal. It must contain a breakdown of time by Productive Time capacity, or "W"
Time (non-productive time) for shop repairs, training, lunch, coffee breaks, etc. It must also show how much time the technician
had available and how it was utilized.
If it is found during a warranty audit that time clock entries were not made on a technician's Daily Time and Payroll Record
attached to the repair order, or a Daily Time and Payroll record is not available, the corresponding warranty claim(s) may be
charged back.
Time Clocks
All time clocks in the dealership (including computer time clocks for all test equipment and wheel alignment time clocks)
must be synchronized. If the time clocks are not synchronized, the corresponding warranty repair(s) may be charged back.
A broken time clock must be repaired or replaced immediately. In the event of a time clock discrepancy in an electronic repair

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order (ERO) system, the authorized administrative employee must write a reasonable explanation for the actual time discrepancy
on the electronic repair order.
In the event of a time clock failure, or if a technician forgets to punch "on" or "off" a repair, the Service Manager, or a designated
administrative employee approved by the Area Team, can authorize the estimated actual time by signing the repair order hard
copy next to the tear-off stub. The authorized administrative employee must document all hand-written times and ensure that
technicians always punch "on" and "off" the time clock correctly.
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), 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 charged out as training.

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6.4.3 Documentation for Parts Warranties
When an item covered under the Volkswagen Parts and Accessories Limited Warranty or the Volkswagen Limited Lifetime
Warranty is claimed defective, its eligibility must be documented by the previous repair order. The "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 km (distance) at installation.
A parts counter sales ticket / receipt 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 1,500 km for purposes of coverage eligibility.

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6.4.4 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. 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.
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, free 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 SAGA 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

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6.4.5 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 ensure that the information is properly
documented, legible, and accessible.
Documentation Security
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.
Electronic Repair Orders (ERO)
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 fill in VIN sequence in a separate file set up for the purpose of retaining the customer signature.
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.
VIN Recording
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 sealer 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.
Scanned 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 the criteria in Section 6.4, “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.

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6.5 Reimbursement Policy
6.5.1 Introduction
Volkswagen reimburses authorized dealers for labour and parts used for repair work performed under warranty. If the parts and /
or labour required for a repair are within 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 provincial law, and generally accepted accounting practices (GAAP) in all warranty related transactions or
finance record keeping related to warranty.

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6.5.2 Reimbursement for Parts
Parts purchased from Volkswagen will be reimbursed based on the parts' reimbursement rate effective with each vehicle model
year. 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 Section 6.5.5, “Reimbursement for Sublet Repairs”). The costs for
shop supplies and dealer handling are not separately reimbursable because they are included in the parts reimbursement.

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6.5.3 Reimbursement for Fluids and Lubricants
Only those fluids and lubricants listed in the following table, SAGA 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.

Automatic Trans. Fluid

SAGA Part Numbers for Common Fluids and Lubricants
Part Number Entered Qty Equals
Reimbursement In SAGA, claim under:
6
ZVP000134
0.01 28.4g or 1 oz
Enter value
Outside Materials tab
Materials tab
Use approp. part no.
1
1 ltr (qt)
As calculated

Brake Fluid

B 000750M2

1

250 ml or 0.25 qt

As calculated

Eng. Coolant (except
Routan)

ZVP000200

1

1 ltr (qt)

Enter value