refer to Section 9.1, “New Vehicle Receipt.” Damage is anything caused by outside influence and other than a manufacturing
defect.
Under no circumstance should a warranty claim be processed to obtain reimbursement for a visibly damaged or incorrectly
shipped part. Contact your facing (dedicated) PDC if you have questions regarding damaged parts.
For example: damaged seals, gaskets, wheels, or windshields, dented sheet metal on hoods, fenders or doors, and broken
headlight glass that was damaged, but received from any PDC. It is the dealer's responsibility to inspect all components for
damage prior to installation or sale to a customer. Refer to the Parts Managers' Handbook, Claim Section for details.
Procedures for Damaged Parts
Repairing Damaged Parts
If a component mating surface is found to be warped, scratched, eroded, pitted, etc., do NOT install a seal or gasket without
addressing the defective part. If and only if the mating surface can be repaired economically while ensuring that the repaired part
is within factory specifications, perform the repair to resolve the complaint / failure to insure that it is fixed right the first time. The
dealer must ensure that parts in dealer stock are protected against damage.
Incorrectly Labeled / Packaged Non-Damaged Parts
Any wrongly picked, labeled, or packaged parts are processed through the established facing PDC claim procedure system for
return. Refer to the Parts Managers' Handbook, Claim Section for details.
Parts incomplete or incorrect in a kit, e.g., two left brake pads instead of a right and a left, should be processed through the
established facing PDC claim procedure system for return. Refer to the Parts Managers' Handbook, Claim Section for details.
Incorrect Parts
When a Dealer receives the incorrect part from Volkswagen, the part should be processed through the established facing PDC
claim procedure system for return. Refer to the Parts Managers' Handbook, Claim Section for details.
Volkswagen Merchandise
Volkswagen Boutique or gift items (such as watches, pens, shirts, sweaters, remote control toys, etc.) are not warranty matters to
be processed via the SAGA system, and must be handled by the supplier. Some exceptions such as remote control toys, pens,
etc. that are ordered and invoiced through your facing (dedicated) PDC can be processed through your facing PDC. When in
doubt, contact your facing PDC.
Special tools are not considered a warranty matter. Please direct special tool inquiries to Equipment Solutions by calling
1-800-892-9650.
Claims for Parts Found to be Defective
Sold over-the-counter parts that are determined to be defective from the manufacturer should be submitted as a 131 claim type in
the SAGA system. Example: Parts that are blemished or headlights where the electrically welded seam prematurely fails causing
the lens to break away from the housing.
Dealer installed parts that subsequently fail should be submitted as a 110 or 121 claim type through the SAGA system.

Volkswgen Group Canada, Inc.

BACK

195

FORWARD

Warranty Policies and Procedures

8.1.3 Repair or Replace
Repair versus Replace
If the cost for parts and / or labour required for a repair is within 80% of the replacement 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 minimize warranty costs.
For "repair versus replace" conditions for transmission systems, refer to Section 2.26, “Transmission Repair or Replacement.”
Replace-only Components
If covered under any Volkswagen warranty, the components listed in the following table must be replaced rather than repaired:
Replace-only components
A/C Compressor
Air Bags*
Alternator
Brake Caliper
Brake Drum
Brake Master Cylinder
Brake Wheel Cylinder
Certain Instrument Clusters
Clutch Master Cylinder
Clutch Slave Cylinder
Diesel Injection Pump
ECM/TCM
Flywheel
Power Steering Pumps
Power Steering Rack
Starter Motor
Turbo
*Deployed airbags must never be repaired but replaced with a new replacement airbag that has the same specifications as the originally
installed airbag. Volkswagen will not accept liability for consequential damage resulting from repaired airbags.

Genuine VGCA remanufactured parts must always be used when available. Machining of certain parts (i.e. cylinder heads) is not
allowed under warranty unless instructed to do so by Product Support, VGCA, an applicable Technical Bulletin, or any other
document stating otherwise.

Volkswgen Group Canada, Inc.

BACK

196

FORWARD

Warranty Policies and Procedures

8.2 Parts Processing
8.2.1 Ordering Parts
Daily Orders (Code 89 Part Orders)
When a warranty repair cannot be scheduled or completed because a needed part is not in dealer inventory, the part must be
ordered as expeditiously as possible.
If parts for warranty repairs are not in dealer inventory and the vehicle is inoperative or not safe to drive or a delay in repairs will
bring the vehicle outside the warranty limit, the following parts ordering "roadmap" must be implemented by the dealer parts
department.

Documentation of Daily Orders
To support warranty claims involving repairs on back order (extension of warranty time limits, loaner vehicle charges, or use of
new parts in lieu of remanufactured parts), a number of documents must be retained and made available upon request.
•
•
•
•

Local Special Order form (if used)
Packing slip
Any document supporting back order
Print of Screen supplying sales documentation number

Volkswgen Group Canada, Inc.

BACK

197

FORWARD

Warranty Policies and Procedures

Parts needed for warranty repairs which are available from any PDC and are ordered via daily order will be shipped freight
prepaid. For additional information regarding daily orders, please refer to Section 12.7.3, “Code 89 Part Orders for Downed
Vehicles (Daily Warranty).”
RED Orders
A RED Order (Requested Express Delivery) is the highest priority of all orders. A RED order is processed immediately from the
fastest source available and shipped direct to the ordering dealer. Typically this order is used when a dealership has a "Car
Down" situation and a stock check indicates no stock is available. RED orders are especially important if Volkswagen is paying for
a daily rental.
RED Orders can be placed in Parts On Command to the dealer's primary PDC. Before placing a RED order, it is recommended to
check for any stock of the part with other dealerships in the area via Parts Voice.
In cases where the PDC cancels a RED Order due to the fact that a part in transit would arrive quicker than if the part was placed
on RED Order, supporting documentation such as a screen print substantiating the RED Order cancellation will serve as
acceptable documentation if the situation qualifies for a daily rental.
Please refer to Section 12.3.1, “Service Loaner Vehicle Program” for more information on policies for loaner vehicles during RED
orders.

Volkswgen Group Canada, Inc.

BACK

198

FORWARD

Warranty Policies and Procedures

8.2.2 Handling, Retention, and Storage of Parts
Parts Handling
For all processing instructions relating to requested parts, please refer to processes outlined in Section 8.3, “Parts Requested by
WPRC” and Section 8.3.7, “Parts Request User Guide.”
All reports required for parts requested by the Warranty Parts Return Centre (WPRC) are accessible on VWHub > Service >
Today's Reports > My Dealership Reports and Publications. Please refer to Section 8.3.4, “Daily Outstanding Warranty Parts
Report.”
Parts Retention
All warranty parts must be retained at the dealership until they appear on the Daily Outstanding Warranty Parts Report or on the
weekly Parts Destruction / Core Disposition Report (unless notified of a pending audit).
The following exceptions are made for the above parts retention policy:
Campaign Parts
Campaign Circulars usually specify what to do with the removed parts. If the removed parts' disposition is not mentioned, the
parts should be held until the claim is paid. Any questions regarding campaign parts should be directed to Product Compliance at
1-800-741-2919.
Warranty Audits
If a warranty audit is scheduled, the dealership must retain all warranty parts, including parts for paid claims and parts listed on
the Part Destruction and Core Disposition Report from the date the dealership management is advised of the scheduled audit until
the Warranty Auditor / Warranty Field Specialist informs the dealership management to scrap all retained warranty parts*. Any
part(s) requested by the Warranty Parts Return Centre (WPRC) must always be shipped to the WPRC immediately, and not
retained by the dealership.
*To the extent that an applicable provincial statute requires a shorter parts retention period, the provincial law applies.
Parts Storage
Dealers must follow the following parts retention and destruction provisions in order to ensure that the Canada Border Services
Agency (CBSA) maintains the waiver for submission of parts for inspection.
•
•
•
•

All parts must have a part tag attached during storage identifying the repair order number and date of repair.
All parts must be stored in a secure area within the dealership, accessible only by authorized personnel.
A 10-bin system is required for parts storage and retention, using the last digits of the repair order for filing.
All parts must be destroyed and scrapped per the Part Destruction and Core Disposition Report unless they have an
exchange core value and must be shipped to the PDC. Please refer to Section 8.2.3, “Scrapping Parts.”

Volkswgen Group Canada, Inc.

BACK

199

FORWARD

Warranty Policies and Procedures

8.2.3 Scrapping Parts
It is the dealer’s responsibility to scrap warranty parts after they are listed on the Part Destruction and Core Disposition Report,
excluding parts with an exchange core value, which must be returned to the PDC, unless a warranty audit is scheduled.
All scrapped parts must be destroyed in such a manner as to render them useless for their intended purpose or for the purpose of
repairing similar components.
Core Value
When warranty part is listed on the Warranty Part Destruction and Core Disposition Report, parts with an exchange core value
should be returned to the PDC, unless a warranty audit is scheduled. The WPRC will automatically return all parts denied
coverage with core values.
The causal part that is eligible for core reimbursement must have the barcode shown under the “Labour Materials” tab before the
actual reimbursed core value will be listed. Within a SAGA claim, the core value amount will be found under the “Credit Note
Information” tab. The amount will then be listed in the “Outside Material” field.
Part Destruction Report
It is the dealer's responsibility to scrap the warranty parts at the appropriate time, for the corresponding payment week as
specified in the Part Destruction and Core Disposition report.

Volkswgen Group Canada, Inc.

BACK

200

FORWARD

Warranty Policies and Procedures

8.2.4 Vendor Codes
The vendor code (also known as the part manufacturer code) identifies the manufacturer of a part. The part manufacturer code of
the causal part must ALWAYS be entered into a SAGA claim. When performing repairs on a defective part which remains fitted,
the vendor code must be entered if and only if no further removal is necessary to read the code (Otherwise, see below: K21
Usage).
The purpose of this code is to:
•
•

Allow Volkswagen to charge back the defective part to the correct vendor.
Allow the vendor to track and keep statistics on the part therefore improving on quality control.

There are five steps to vendor code documentation:
1. Inspect: Designate staff members to inspect for vendor codes
2. Identify: Follow the instructions outlined in this section to help identify vendor codes
3. Document: Record the vendor code on the repair order
4. Submit: Input the correct vendor code data
5. Verify: Self-audit repair orders to ensure proper compliance
Determining Vendor Codes
The vendor code can be identified as a 3-digit code found after or around the part number (see example photo below).

Part number

Recycle Code

Vendor Code

The following is a list of facts regarding vendor codes which may aid during the identification of these codes:
•
•
•
•
•
•

Vendor codes are always three (3) characters long.
Vendor codes may be combinations of letters and numbers.
Vendor codes will NOT include the letters “I” or “Q” or the number “0.”
Vendor codes may be stamped, printed, or molded onto the part.
Do not mistake recycle codes for vendor codes. Recycle codes appear inside angled brackets (see example photo
above).
If there are several manufacturer codes, the one accepted by SAGA must be used.

Please note that it is imperative to enter the actual part manufacturer code from the defective part on each warranty repair order.
Do NOT use the vendor code found on the packaging of the replacement part. Using this code is incorrect because the
replacement part may be from a different vendor who will then be wrongly charged back for the defective part.

Volkswgen Group Canada, Inc.

BACK

201

FORWARD

Warranty Policies and Procedures

Exchange Parts
If an exchange part causes the damage, the vendor code found within the exchange symbol should be entered into the SAGA
claim. The vendor code can be found within the exchange symbol (see below, left example) or near the part number or label on
the part. Examples of an exchange symbol can be found below:
(Exchange symbol)

(Exchange symbol)

Vendor Code

In the event where a part is identified with an exchange symbol, but without a vendor code (see above, right example), the vendor
code found on the replacement part must be entered into the SAGA claim.
Some parts may also have a “VW” logo within the exchange symbol. This would indicate the use of Volkswagen manufacturer
codes. In these cases, for vehicles produced in:
•
•
•

Germany (VIN beginning with WVW), use vendor code WWO.
Mexico (VIN beginning with 3VW), use vendor code 3ME.
Brazil (VIN beginning with 9B), use vendor code 2BR.

Exceptions
Standard Hardware
If the damage-causing part is a standard part / hardware without a recognizable manufacturer code, then:
•
•
•

if the part number begins with “WHT,” use vendor code WHT, or
if the part number begins with “N,” use the vendor code NOR, or
If the part is missing or incorrect, then for vehicles produced in:
o Germany (VIN beginning with WVW), use vendor code WWO.
o Mexico (VIN beginning with 3VW), use vendor code 3ME.
o Brazil (VIN beginning with 9B), use vendor code 2BR.

Instructions from TPI or Campaign Documents
If vendor code is mentioned in a TPI or campaign document for accounting, it must be used. If a recall or workshop campaign is
not involved, then dealers should input an entry in the “Claim Comments” field in SAGA to justify the use of another code (i.e.,
“manufacturer code according to…”).
Parts Without Identification Obligation
There are some components which may have more than one possible manufacturer but have no obligation to identification.
These include lights, valve springs, and some windows / glass panes.
•

Windows / glass panes have labels for legal identification adhered either on the inside or outside of the pane. Claim
using vendor codes correspondent to the manufacturers listed in Section 14.4.1, “Vendor Codes, Windows.”

•

Lights bulbs may have company names inscribed on the part. Claim using vendor codes correspondent to the
manufacturers listed in Section 14.4.2, “Vendor Codes, Light Bulbs.”

•

Valve springs are identified with 10 mm wide colour marking across the full length of the spring. Claim using vendor
codes correspondent to the colours / manufacturers listed in Section 14.4.3, “Vendor Codes, Valve Springs.”
Volkswgen Group Canada, Inc.

BACK

202

FORWARD

Warranty Policies and Procedures

Engine / Transmissions / Wires
If the damage causing component is an engine, transmission, or wires / connectors and no vendor code is found, then for vehicles
produced in:
• Germany (VIN beginning with WVW), use vendor code WWO.
• Mexico (VIN beginning with 3VW), use vendor code 3ME.
• Brazil (VIN beginning with 9B), use vendor code 2BR.
The above vendor codes are for specific parts and manufacturers and are NOT a replacement for K21.
Paint and Corrosion
For paint and corrosion claims, the vendor code must be the body panel code. The body panel codes can be located on
ServiceNet, under VGCA Warranty > Job Aids & Quick Reference Claim Coding.
Routan
All Routan warranty claims require the entry of vendor code USM (including Goodwill claims).
K21 Usage
Vendor code K21 is only to be used if none of the above exceptions apply to a defective part and no vendor code is identifiable on
that part or the vendor code of a repaired part cannot be identified when fitted. In unusual circumstances, K21 is used if the
vendor code is unknown / not accepted by SAGA, cannot be recognized, or is missing from the part. When using vendor code
K21, dealers are required to take a photograph of the area on the part where a vendor code should be, if applicable.
Dealers are to be aware that the percentage of K21 usage on warranty claims at your dealership is reviewed and monitored. This
percentage can be found on VWHub, under My Dealership’s Reports > Dealer Performance and Tracking Report. Dealers with a
high K21 ratio will have their parts under submission at the Warranty Parts Return Centre.

Volkswgen Group Canada, Inc.

BACK

203

FORWARD

Warranty Policies and Procedures

8.3 Parts Requested by the Warranty Parts Return Centre
8.3.1 Documentation for Requested Parts
The Warranty Parts Returns Centre (WPRC) must receive the following required documentation with all requested parts, when
applicable. This information is required to meet government reporting and supplier recovery requirements. Any claim received
without the required documentation may be denied warranty payment.
SAGA Barcode Printout (SAGA Dealers)
The SAGA Barcode Printout must be attached to the requested part(s). Only an original may be attached; copies are not
acceptable.
Repair Order
A copy of the Repair Order with technician notes, punch times and any additional documents to support the warranty claim must
be attached to the requested part(s).
5051/5051B/5052/5052A/6150 Printouts
If there is a MIL illuminated or a VAS5051/5051B or VAS5052 is used for diagnosis, the printout must accompany the requested
part(s). Vehicles with:
•
•

MY 2003 and earlier require a copy of the self-diagnostic printout.
MY 2004 and later require a copy of the GFF diagnostic printout.

When using the 5051B/5052A/6150 diagnostic tool, the diagnosis log printout is required with the requested part after completing:
•
•
•

The guided fault finding
A printout of the diagnosis log from the GFF prior to completing the GFF
A printout of the diagnosis log when the previous log is erased.

Note: If a printer is inoperative, state this in the claim comments. Include the printer repair documentation when available, and
include precise handwritten fault codes.
Diagnostic Worksheets
For parts requested on repairs where a diagnostic worksheet is required, the worksheet must be submitted along with the
requested part. These include, but are not limited to:
•
•
•

Automatic Transmission Report
Audio Diagnostic Worksheet
Brake Disc Measurement Form

Forms are available on ElsaWeb >ServiceNet under VGCA Warranty > Forms
Warranty Part Release Authorization Form
If an authorized Volkswagen Factory Representative or Volkswagen employee needs to remove a part from the dealership, a
Warranty Part Release Authorization Form must be completed in its entirety and attached to the repair order for future reference.
When shipping parts that require this form to the corporate office in Ajax, Canada, attach a copy of the form with the shipped parts
so that the WPRC can record the receipt of the part(s) before forwarding it to the Volkswagen engineer.
NOTE: All part(s) shipped to VGCA must be addressed to the WPRC and shipped to the attention of the Volkswagen engineer.
If the warranty part is on the Daily Outstanding Warranty Part Report and the part has already been provided to Volkswagen,
dealers are required to attach the completed form to the SAGA Barcode Printout and fax it to the WPRC at 905-428-5545.
The Warranty Part Release Authorization Form is available on ElsaWeb > ServiceNet under VGCA Warranty > Warranty Parts
Return Centre.

Volkswgen Group Canada, Inc.

BACK

204

FORWARD

Warranty Policies and Procedures

8.3.2 Packing Requested Parts
IMPORTANT: Shipment of all hazardous part(s) is illegal unless you are HAZMAT/DG certified. If you are certified to handle
hazardous goods, you must follow all applicable federal and provincial laws.
Packing Warranty Parts:
•
•
•
•
•

•

Attach the Barcode Printout from the SAGA claim to the requested part. There will be a separate Barcode Printout for
each part requested.
Attach all applicable documentation to the requested part(s).
All replaced parts shipped to the WPRC must be returned in the box of the original Volkswagen replacement part. This
policy excludes certain parts sold in bulk quantities or in unique types of packaging.
If the original Volkswagen replacement part box is not intended to be used as a stand-alone shipping box, then it must be
placed in an outer box and protected using bubble wrap or other types of packing material that is suitable to withstand
transit handling by the transporter.
Packages arriving at the Warranty Parts Return Centre with damages sustained during shipping due to improper
packaging or transit damage may be refused by the WPRC and returned to the dealer by the transporter. Damaged and /
or contaminated parts make it impossible to establish valid test results. For example: windshield wipers may not be taped
or wired together.
Ship a maximum of 5 claims per package. Limit all shipments to 5 claims and / or 25 lbs (13 kg) per box.

Packing Single Parts for Shipment to the WPRC:
•

Attach a second copy of the SAGA Barcode Printout to the outside of the packing carton ONLY if you are shipping one
part per carton.

Packing Multiple Parts for Shipment to the WPRC:
•
•
•

If packing multiple parts for multiple claims in a single package, the parts must be grouped by claim number so that the
corresponding documents can be matched with the part(s).
If packing multiple parts for a single claim in a single package, ONLY attach the Barcode Printout to the interior boxes.
Attach an address label to the exterior of the packing carton.

Before shipping, all warranty parts must be:
•
•

Drained of fluids: especially for fuel tanks, which must be completely drained and flushed prior to shipment.
Cleaned

General
•
•

Do not attach paperwork to the part in any way that may damage, mar, bend, cut, warp or contaminate the part, or the
part may be considered damaged by outside influence.
Special care must be taken with fuel injection components, sensitive electronic components, instruments, and air
conditioning components. These components must be returned complete, as supplied by the vendor, with all the
protective caps, plugs, covers, levers, etc. in place.

Packing Exceptions / Procedures for Specific Parts
Please refer to Section 8.3.3.2, “Procedures for Shipping Specific Parts,” to find additional procedures for the shipment of the
following parts to the WPRC:
•
•
•
•
•

Airbags
Pyrotechnic Seatbelts
Fuel Tanks
Hydraulic and Pneumatic Parts
Glass Components

Volkswgen Group Canada, Inc.

BACK

205

FORWARD

Warranty Policies and Procedures

8.3.3 Shipping Requested Parts
8.3.3.1 Warranty Parts Shipment
IMPORTANT! Shipment of all hazardous part(s) is illegal unless you are HAZMAT/DG certified. If you are certified to handle
hazardous goods, you must follow all Federal and Provincial laws.
Dealer Responsibilities
It is the dealer's responsibility to insure that requested parts are shipped to the Warranty Parts Return Centre (WPRC) at the
appropriate time. Refer to the Part Request User's Guide for requirements.
Use a reliable mode of shipping to ensure prompt delivery. Parts sent collect or billed to a third party will be refused and returned
to the dealership.
VGCA will not reimburse claims for requested parts sent to the incorrect address/location. It is the dealer's responsibility to insure
shipped parts for an amount equal to the claim value.
Shipping Address
Requested warranty part(s) must be returned prepaid to:
Warranty Parts Return Centre Address
Volkswagen Group Canada Inc.
Attn. Warranty Parts Return Centre
777 Bayly Street West
Ajax, Ontario L1S 7G7
Note: Any audio components in which the replacement part(s) have been ordered through a Direct Exchange program should be
returned to the appropriate manufacturer.
Parts not Available for Shipping
If a part has been lost on the highway, not installed during production, or if a part is requested that would not normally be sent,
(such as a battery):
•
•

When part(s) are not available for shipping by the dealer, please indicate the reason at the bottom of the SAGA Barcode
Printout, attach the necessary supporting documentation, and return the Barcode Printout and documentation to the
WPRC.
For part(s) that have already been picked up by an authorized Volkswagen Factory Representative or VGCA employee,
the properly completed Warranty Part Release Authorization Form is required as supporting documentation.

Shipping Exceptions / Procedures for Specific Parts
Please refer to Section 8.3.3.2, “Procedures for Shipping Specific Parts,” to find additional procedures for the shipment of the
following parts to the WPRC:
•
•
•
•
•

Airbags
Pyrotechnic Seatbelts
Fuel Tanks
Hydraulic and Pneumatic Parts
Glass Components

Volkswgen Group Canada, Inc.

BACK

206

FORWARD

Warranty Policies and Procedures

8.3.3.2 Procedures for Shipping Specific Parts
Airbags and Pyrotechnic Seatbelts
Airbags and pyrotechnic seat belts may be shipped to the Warranty Parts Return Centre (WPRC) for detonation and proper
disposal if the dealer has obtained the federally mandated Hazardous Material Shipping Certification. Or, the airbag may be
disposed according to Government-mandated health and safety standards if the component is not requested through SAGA.
Fuel Tanks
Once a fuel tank is replaced in a vehicle, warranty or customer-pay, the fuel tank must be flushed to neutralize the gasoline or
diesel fuel. Do not cut fuel necks off tanks. This applies to all tanks, whether they are being sent to the WPRC or are being
disposed of by normal means. Fuel tank wash (part number D 200 201 L) is available through the Volkswagen Parts Department.
See Technical Bulletin 20-08-06 (No. 2011499) for a detailed neutralization procedure. If this procedure is part of a valid warranty
repair, 1/2 litre of emulsifier may be added to the warranty claim.
Hydraulic and Pneumatic Parts
The connections / openings of all hydraulic and pneumatic parts must be closed immediately after removal. If the items are not
closed as requested, the parts could be affected by corrosion.
Glass components
Before shipping any glass component, dealers are required to contact the WPRC with the following e-mail subject line: Dealer
Number, Claim ID, Glass Component. After review, the dealer will be notified via phone or e-mail if the actual part is still required,
or if only a good quality picture is needed.
All glass components must be secured in a separate container for shipping. It is important to make sure these containers do not
contain any loose parts. This is to prevent damages to the parts and its shipment container and to avoid the possibility of injuries.
As an additional safety measure, the shipment boxes for glass components must be labeled as follows:
•