Warranty Booklet
Vehicle Maintenance Booklet
Radio/CD Player Owners Booklet

Note: Claims for booklets other than for missing or incorrect booklets, will not be accepted. Such claims should be submitted after
completion of the PDI, and must be submitted prior to the first scheduled maintenance.
Claim Processing Instructions
Claim Type:
Service Number:
Damage Code:
Labour Operation:
Parts Information:

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9-10
0671
0038
Not applicable
Use the "Outside Material" field for the part number when replacing
Owner's Literature.

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9.3 Customer Delivery, Warranty Activation
Warranty coverage begins at the in-service date, which is the date the vehicle is delivered to either the original purchaser or the
original lessee; or if the vehicle is first placed in service as a demonstrator or company car, on the date such vehicle is first placed
in service. The dealer is responsible to notify Volkswagen, through SAGA, of the correct in-service date, which becomes the
warranty activation date.
Retail registration
Dealers must complete the warranty voucher in the Maintenance Booklet when the vehicle is placed in service:
•
•
•

The lower portion of the Vehicle Data Label must be affixed in the appropriate location.
The authorized dealer name, address, and dealer number must be stamped on the voucher.
The in-service date must be entered.

This will establish warranty coverage for the customer, who must present the booklet for dealer stamp verification each time a
maintenance service is performed.
Matching in-service dates
The in-service dates submitted to Volkswagen and entered in the Maintenance Booklet must be the same or the vehicle is
considered out of warranty. A servicing dealer will note the discrepancy when verifying warranty coverage.
Unregistered vehicles
Unregistered vehicles that have accumulated more than 1,600 km will be considered in-service. Warranty claims received for
such vehicles will be returned to the dealer.
Audio booklet
Remind the customer that the radio code is located on a removable card in the audio booklet that is together with the Owner’s
Manual, and advise them and place the card elsewhere (i.e. not in the booklet where it can be found by a thief) for safekeeping.
They may have to present the card at a future service date if the battery needs to be disconnected for a particular procedure, or if
the battery is discharged and the radio goes into safe mode.
Wheel lock adaptor
If the vehicle is equipped with wheel locks, or if the customer has purchased them as an accessory, advise the customer where
the lock adaptor is located (in a small cylindrical pocket in the tool kit). They will need to know where it is in case any wheels have
to be removed (e.g. to fix a flat, for tire rotation, for brake or suspension inspection, etc.).

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10 Certified Pre-owned Warranty
10.1 Certified Pre-owned Warranty Terms
10.1.1 Certified Pre-owned Warranty Coverage
IMPORTANT!
For extremely important policy information on this and other warranty types, such as:
• The start or end of the warranty period,
• Where to go for warranty service,
• Repairs required while travelling, or emergency repairs,
• Other important, basic warranty terms,
ALWAYS refer to Important Warranty Information for All Warranty Types
Basic Warranty Terms
The Volkswagen Certified Pre-Owned Vehicle Limited Warranty is not a service contract and may not be sold as a separate
option to the purchaser, but applies to every eligible pre-owned vehicle as described herein.
It is not possible for Canadian customers to purchase U.S. sourced Certified Pre-Owned vehicles from a U.S. Volkswagen
Dealership. These vehicles will not be eligible for warranty coverage in Canada.
All Volkswagen warranty policies and procedures apply to the Volkswagen Certified Pre-Owned Vehicle Limited Warranty except
to the extent that they are modified by, or in conflict with, the policies and procedures set out in future circulars.
Warranty Period
The warranty period of Volkswagen Certified Pre-Owned is 2 years or 40,000 km, whichever occurs first.
Any implied warranty, including any implied warranty of merchantability or warranty of fitness for a particular purpose, is limited in
duration to the period of this written warranty. Some provinces do not allow limitations on how long an implied warranty lasts, so
this limitation may not apply to the owner.
Start of Warranty Period
The warranty period begins when the Limited New Vehicle Limited Warranty expires or the VW CPO sale date, whichever occurs
later.
End of Warranty Period
The Certified Pre-Owned Warranty contract will remain “Active” for 30 days following the expiration of the contract in order to
allow dealers to submit claims in SAGA for repairs performed at or near warranty expiry.
A $25.00 administration fee will be charged each time a request is made to change a Certified Pre-Owned contract to “Active”
temporarily in order to allow claims to be submitted past the 30 day window.
Coverage
This warranty covers any repair to correct a defect in material(s) or workmanship. Please refer to Section 10.1.2, “Certified
Pre-Owned Warranty, Exclusions” for a list of parts NOT covered under CPO warranty.
IMPORTANT! This list is subject to change. Always refer to the current list for the latest information.
Volkswagen 24-Hour Roadside Assistance
Certified Pre-Owned warranties purchased on or after January 1, 2000 are offered roadside services for 2 years, regardless of
km, beginning with the start of the the warranty period as described above. Please refer to Section 12.4.1, “Roadside Assistance,
General,” for details.
The following roadside assistance services are offered to CPO vehicle owners:

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•
•
•
•
•
•

Towing to the nearest authorized Volkswagen dealership
Battery jump-start
Flat-tire service
Lockout service
Fuel-delivery service
Emergency winching service

Trip Interruption Benefits
If a registered Volkswagen is disabled because of a mechanical breakdown over 160 km from an owner’s residence address, they
may be reimbursed for trip interruption expenses if their vehicle cannot be made safely operable the same day. Trip interruption
coverage is limited to a maximum of $300 per incident. Reference the Owner's Manual for benefit details. It is required that the
owner contact their Dispatch Centre to obtain a pre-authorization number and reimbursement instructions. Call 1-800-411-6688.
This warranty gives the owner legal rights and they may also have other rights, which vary from province-to-province.
Contact
For all questions concerning CPO claim processing / certification and warranty coverage, please call 1-905-428-5542 or email vgca.CPO@vw.ca.

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10.1.2 Certified Pre-owned Coverage Exclusions
IMPORTANT!
For exclusions or exceptions for any specific warranty type, ALWAYS refer to:
• Warranty Coverage Exclusions, All Warranty Types
• The policies for the individual warranty type
For component-specific exclusions or exceptions, refer to:
Warranty Coverage by Components.
This warranty does not apply outside Canada.
Maintenance and Service Adjustments
This warranty does not cover the cost of parts and labour involved in any scheduled maintenance service. The reimbursement for
replacement of filters, fluids, and lubricants is not covered unless it is a necessary part of a warranty service for a covered
component. Service adjustments that do not usually involve the replacement of parts including but not limited to the adjustment of
headlights, door latches, and parking brakes are NOT covered under CPO Warranty.
Loaner
This warranty does not include loaner allowance.
Below is a list of Volkswagen specific parts NOT covered under CPO Warranty:

IMPORTANT! This list is subject to change. Always refer to the current list for the latest information.
Please contact your assigned Warranty Claim Specialist or VGCA Warranty at vwgcwarranty@vw.ca with any specific questions
or concerns with regards to CPO Warranty exclusions.

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10.1.3 Certified Pre-owned Warranty Claims
The warranty claim type for the Certified Pre-Owned program is always G10.
IMPORTANT! This type is subject to change. Always refer to the current list of claim types for the latest information.
Please check ElsaWeb to confirm CPO coverage.
Volkswagen Group Canada (VGCA), Inc. reserves the right to audit all G10 claims with regard to the original certification
documents. Please refer to Section 13.4, “CPO Sales and Services Process Audits.”
Contact
For all questions concerning CPO claim processing / certification and warranty coverage, please call 1-905-428-5542 or email vgca.CPO@vw.ca.

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10.1.4 Certified Pre-owned Warranty Transfer
In the event of a private sale of a vehicle, the remainder of the Certified Pre-Owned Warranty may be transferred to the
subsequent owner for a fee of $150 CAD, plus applicable federal and provincial taxes. The new owner is responsible for the
transfer fee. The transfer is activated by the submission of the new owner's name, address, phone number, and the complete VIN
of the vehicle, sent to Volkswagen Group Canada Inc.
Transfers are only permitted from customer to customer. Dealer to customer transfers will NOT be accepted; Dealers must recertify a vehicle in order to sell as a CPO vehicle.
IMPORTANT! Canadian owners are to write a cheque payable to "Volkswagen Group Canada Inc."
Volkswagen Group Canada Inc.
Attn: Volkswagen Certified Pre-Owned (Warranty Department)
777 Bayly Street West
Ajax, ON L1S 7G7

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10.1.5 Additional Important Terms
This warranty is issued by Volkswagen in Canada. This warranty does not apply to Volkswagen vehicles or parts and accessories
not imported or distributed by Volkswagen.
This warranty and the remaining portions, if any, of the New Vehicle Limited Warranty, the Limited Warranty Against Corrosion
Perforation, and the Emissions Control System Warranties, to the extent that they have not expired, are the only express
warranties made by Volkswagen with respect to this Certified Pre-Owned vehicle. Neither Volkswagen nor the manufacturer
assumes or authorizes any person to assume any other obligation or liability on its behalf.
Emergency Repairs
In the event that it is impossible or unreasonable in an emergency to drive or tow the vehicle to the nearest authorized
Volkswagen dealer, Volkswagen will reimburse to the purchaser the reasonable cost of warranty repairs performed by service
facilities other than an authorized. See Section 1.1.7, “Emergency Repairs, All Warranty Types” for details.
Economy Parts
Economy Parts are identified in ETKA by the part number suffix “JZW.” These are only to be used to honor all CPO warranty
repairs performed under the Assurance and Assurance Premium Plans or for any other reconditioning of a vehicle covered under
CPO warranty.
This policy excludes any components which are, at the time of diagnosis, still covered under the New Vehicle Limited Warranty,
Powertrain Warranty or the Federal Emissions Limited Warranty. All components covered under factory must be honored using
strictly Volkswagen Original Equipment parts. If Economy parts are unavailable, dealers are requested to default to the
equivalent Volkswagen Original Equipment part.
CPO Sales and Service Process Audits
During regularly scheduled warranty audit procedures, VGCA will be conducting a separate review of the sales and service
documents pertaining to the CPO program. For more information, please refer to Section 13.4, “CPO Sales and Service Process
Audits.”
CPO Inquiries / Literature
Please stock a sufficient supply of the following materials, which can be obtained free-of-charge.
Order by:
http://xs.moorewallace.com.vw
User ID: VWdealer number (i.e., VW499nnnn)
Password: VW2007
Operational Materials Listing
Item Name

Item Number

Quantity

Price

Certified Warranty Book, Roadside Assistance

W42CERTWARR1299

25

$0.00

Guarantee Limitée et Assistance Routière

W42CERTWARR1299F

25

$0.00

Inscription de la Guarantee

W42WTYREG1299F

25

$0.00

Inspection and Conditioning Report

W42INSREPORT1299

25

$0.00

Rapport d’Inspection et d’Etat du Vehicle

W42INSPRPRT129F

25

$0.00

Information Pad

W42INFO0101

25 per
pad

$0.00

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10.2 Certified Pre-owned Warranty Eligibility
10.2.1 Vehicle Eligibility Criteria
IMPORTANT!
Always refer to Section 10.2.3, “Confirmation of Coverage via ElsaWeb,” when determining vehicle eligibility for CPO warranty
To qualify as a Volkswagen Certified Pre-Owned vehicle, the vehicle must:
•
•
•
•
•
•

Be no older than current or previous five (5) model years (the oldest model year will drop off on December 31st of each
year)
Have less than 120,000 km accumulated at the time of certification
Have been in service for a minimum of 6 months or 10,000 km, whichever occurs first
®
Have an eligible CarProof Vehicle History Report
Meet inspection and reconditioning requirements of the program
Be approved for sale after a review by VGCA

If the "Certification Request" was erroneously entered and does not appear under an "Approved – Sale Pending" status in the
Vehicle Certification Administration System (VCAS), an error will appear in VIM, the Vehicle Inventory Management system.

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10.2.2 Conditions for Certification
One of the conditions for being able to certify and sell (retail) a vehicle for the Volkswagen Certified Pre-Owned Vehicle Limited
Warranty is that all open recalls, campaigns and UPDATEs (hereafter referred to as “service actions”) must be completed and
shown as closed in ElsaWeb before requesting a certification via VCAS system.
If there are any service actions identified in ElsaWeb for the VIN:
1. Complete the service action(s) as necessary.
2. Submit the claim(s) in SAGA for completed service action(s).
3. Once applicable claims appear in the “For Reimbursement” tab in SAGA, ElsaWeb will show the service action(s) for the
VIN to be closed.
4. Open ElsaWeb and check the VIN for the status of the service action(s). They should no longer be open for the VIN.
IMPORTANT! It typically takes up to two (2) days for the service action(s) to be closed in ElsaWeb. Therefore, dealers may have
to check more than once. If a longer period is experienced, please contact the CPO Specialist at vgca.cpl@vw.ca.
Once all open service actions have been closed in ElsaWeb for the VIN:
1. Process the certification request via the VCAS system.
2. Verify the certification request is in “Sale Pending” status.
3. If the certification request appears to have a “Not Acceptable” status and all service actions have been properly closed
and claimed, then send the certification request to Corporate Review via the VCAS system for further review.

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10.2.3 Confirmation of Coverage via ElsaWeb
ElsaWeb provides the most accurate CPO information with improved functionality and convenience. Dealers are able to view
Service History, Vehicle Data, Customer Data, Start Data and Start Mileage for CPO limited warranty coverage.
While ElsaWeb provides the most accurate CPO information, vehicle information is subject to change.
IMPORTANT!
A printout given to a customer can be considered a contract. Therefore, NO ElsaWeb screen shots (prints) should be given to
customers.

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10.3 Certified Pre-owned Warranty Initiation Process
10.3.1 Inspection and Certification
Prior to the sale of any vehicle with a Volkswagen Certified Pre-owned Vehicle Limited Warranty, it must be certified.
IMPORTANT! Pre-certified vehicles purchased from auction do not require the inspection process at the dealership level.
Vehicle Inspection
Firstly, the vehicle must receive the technical and safety inspection as outlined in the Inspection and Condition Report provided by
VGCA. A Vehicle Inspection and Condition Report supported by a signed repair order must be completed and maintained at the
dealership.
Only vehicles inspected and repaired (as necessary) by a qualified Volkswagen technician are eligible for coverage by the
Volkswagen Certified Pre-Owned Vehicle Limited Warranty. When the technician signs the Inspection and Condition Report, the
dealership takes responsibility that the technician is qualified to make the necessary and required repairs.
Vehicle Certification
In order to qualify for this program, the vehicle must be upgraded, at the dealer’s expense, to return it into a state of first class
saleable condition. Any deficiencies on covered items must be replaced / repaired using Genuine Volkswagen Replacement Parts
and minimum requirement of tools and equipment. This upgrade is the financial responsibility of the selling dealer.
Existing warranties such as the New Vehicle Limited Warranty and Powertrain Limited Warranty are NOT to be used to upgrade
vehicles to a saleable condition. If a vehicle has remaining New Vehicle Limited Warranty, factory defects noted during the CPO
inspection can be corrected. The Service Manager's signature is required on the repair order that addresses these warranty
repairs.
The following must also be followed upon CPO certification:
•
•

Scheduled maintenance service – recommended by the manufacturer – must be performed at dealer expense.
All open recalls, campaigns, and UPDATEs must be completed prior to certification.

Dealer Notification
Volkswagen will make the determination if the vehicle is eligible and certifiable. Do not sell (retail) a vehicle until the certification
request is in the "Approved – Sale Pending" status.
Vehicle Sale / Retail
A Volkswagen Certified Pre-Owned vehicle must be retailed within 180 days or 1,600 km, whichever occurs first of
certification (from the initial RO date). Vehicles that are bought pre-certified at auction carry a 6 month / 1,600 km certification.
When a certification expires prior to retail, the dealer may certify the car again, provided it meets the vehicle eligibility guidelines.
If a vehicle is retailed prior to certification being granted, the Volkswagen Pre-owned Warranty Department reserves the right to
deny the warranty. The dealer may also be held financially responsible for all warranty expenses that occur after the used sale
date. A $100 administrative fee will be charged to dealers for each occurrence where a non-standard parameter of the CPO
program applies. Please refer to Section 10.3.4, “Administrative Fees for Non-Standard Parameters to the Certified Pre-Owned
Program.”
Certified Pre-Owned Vehicle Certification Request
Certification for eligible vehicles must be applied for online through the Vehicle Certification Administration System (VCAS). The
certification request must be made the same day the Vehicle Inspection and Condition Report is completed (these two steps are
simultaneous).
For instructions on how to request CPO certification using the VCAS system, go to ElsaWeb > Service Net under VGCA Warranty
> Certified Pre-owned and look for:
•
•

VW Vehicle Certification Administration System (VCAS) User Manual (05 June 08)
VW VCAS Quick Reference Guide (05 June 08).

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Denial of Certification Request or Cancellation of Certification
Vehicle certification will be denied online for any of the following reasons:
•
•
•
•

Insufficient training or experience of the technician that signed the Inspection and Condition Report
Incomplete or open recall(s), campaign(s) or UPDATEs
Vehicle repair history requires further investigation
Vehicle does not meet eligibility requirements (e.g. model year or km)

The certification on a vehicle can only be cancelled if the vehicle is wholesaled. In this situation, it is the dealer's responsibility to
cancel the certification request through VCAS. The Volkswagen Certified Pre-Owned Vehicle Limited Warranty cannot be
cancelled on a vehicle after retail sale.

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10.3.2 Warranty Initiation
The Volkswagen Certified Pre-owned Vehicle Limited Warranty activation is a two-step process.
•
•

First, a certification request must be filed in the VCAS system as notification that an inspection has been performed as
required. The certification request must reach the "Approved – Sale Pending" status before the car is sold.
Secondly, the Certified Pre-owned sale must then be properly entered on the VIM system. When the sales team reports
the Certified Pre-Owned sale in the VIM system, the VCAS system will automatically activate the Certified Pre-Owned
warranty through the certification request of which has an "Approved – Sale Pending" status. Dealers are not debited for
certification requests that time-out due to the car not being sold in a 180 day period from filing the certification request.

The Bill of Sale must be filled out and signed by the customer and the salesperson. The Bill of Sale must state, "Sold as a
Certified Pre-Owned". A copy must be given to the customer and another copy must be placed in the deal jacket.
If you wish to confirm the initiation of warranty, check the VIN on ElsaWeb within 48 hours.

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10.3.3 Certified Pre-owned Purchase Fees
The following fees are debited to the dealer through the certification request at the time of the Certified Pre-owned retail sale.
Certified pre-owned Warranty Fees*
Class, Model
A
Golf / Golf Wagon, Rabbit, GTI, Jetta / Jetta Wagon,
New Beetle, New Beetle Convertible
B
Passat / Passat Wagon, Eos, Tiguan, CC
C
Touareg, Routan
D
Phaeton

Price
$785.00
$855.00
$1,195.00
$1,810.00

* Reflects current cost for the limited warranty, subject to change

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10.3.4 Administrative Fee for Non-Standard Parameters to the CPO Program
Dealers will be charged a $100.00 CAD administrative fee for each occurrence where a non-standard parameter of the CPO
program applies.
The fee will be charged for all cases when a dealer is unable to report a sale or requires a sale unwind as follows:
•
•
•
•
•

Unable to report sale: If the dealership sells a CPO vehicle and the certification request is not in the "Approved – Sale
Pending" status. To avoid the fee, please ensure that all open campaigns are completed and that the claims for these
campaigns are accepted by the SAGA system and closed in ElsaWeb, before submitting the certification request.
Unable to report sale: If the dealership sells the vehicle without filing a certification request. To avoid this fee, please
ensure that the certification request is in the "Approved – Sale Pending" status before the vehicle is sold to the customer.
Sale unwind: If the dealership submits the certification request twice and/or reports that sale twice (note that the CPO
certification fee would have been charged twice).
Sale unwind: If the dealership reports the sale that ultimately does not close, thus needing the sale to be "unwound".
Sale unwind - If the dealership tries to transfer CPO warranty. Processing the warranty transfer can only be done by
corporate; if the dealer attempts this process, it cancels the CPO coverage on that unit.

The Certified pre-owned Warranty Special Request Form can be found on ElsaWeb > ServiceNet under VGCA Warranty >
Certified Pre-owned.

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11 Recalls, Campaigns, and UPDATEs
11.1 Actions Overview
Volkswagen Group Canada (VGCA), Inc. administers service activities conducted to remedy non-compliances with motor vehicle
safety standards and emissions standards and / or to address customer satisfaction issues. These actions are a part of VGCA’s
ongoing efforts to give customers the highest level of priority and service.
The following table contains general information regarding service actions, customer satisfaction campaigns, recalls, and
UPDATEs. More detailed information on these actions can be found throughout Section 11, “Campaigns, Recalls, and
UPDATEs.”

CAMPAIGNS

Service Activity
Name

Mandatory
Completion