NHTSA ID Number: 10071459
Manufacturer Communication Number: 24-02-03
TSB/Document Date: 2016-06-17
Summary
SUMMARY TO BE PROVIDED ON A FUTURE DATE.
Before
Delivery?
ElsaWeb
Description
Description
Expires?
Customer
Notified?
Recall
Remedies defects relating to motor
vehicle safety or emissions, and noncompliances with motor vehicle safety
standards and emissions standards
NO
YES
YES
RECALL
Service
Action
Addresses product technical issues
not directly related to safety or
compliance; sometimes emissions
related
YES
*
YES
YES
SERV_ACT
Addresses customer satisfaction
issues, but not directly related to
safety, compliance or emissions
YES
YES
YES
CUST_SAT
Customer
Satisfaction
Campaign
UPDATE
UPDATE
A subset of technical bulletins
published to update vehicles before a
customer might experience an issue
YES
NO
YES
(NVLW)
(FED_EMS)
(WARR_EXT)
*Service actions may not always have an expiry date.
ElsaWeb Description
Below is a visual example of where, in ElsaWeb, to find campaigns / actions applicable to a specific VIN. It is important to note
the difference between descriptions for each service activity.
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Warranty Policies and Procedures
11.2 Process and Notification Prior to Action
11.2.1 Recalls
11.2.1.1 Process
IMPORTANT!
Never refer to recalls as service actions, customer satisfaction campaigns, warranty extensions, UPDATEs, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Recalls
Recalls are conducted to remedy defects that relate to motor vehicle safety or emissions and non-compliances with motor vehicle
safety standards and emissions standards. The following terms describe the basic details of recalls:
•
•
•
•
These actions are reported and monitored by government agencies (Such as Transport Canada and Environment
Canada)
Recalls remain active until all affected vehicles have been repaired.
Recalls can be performed on vehicles with a totalled status.
Federal law requires recalls to be performed on stock / undelivered vehicles prior to delivery for sale or lease. Failure to
perform recall repairs exposes acting dealerships to civil liability under applicable provincial law.
General Recall Process
While each recall is unique, they are all developed following a basic process to ensure accuracy, completeness and timeliness.
For this process, the Campaign Specialist at VGCA:
•
•
•
•
•
•
•
•
•
•
Notifies regulatory agencies when required by law.
Sends advance notification to dealers and the field (first notification).
When appropriate, issues a press release describing the action.
Creates all recall-related documents (circulars, work instructions, FAQs, videos, etc.).
Obtains and allocates an initial volume of parts to dealers to ensure continuous part supply.
Notifies dealers and field and provides them with information required prior to recall launch and prior to customer
notification (second notification).
Makes recall information available via recall bulletins available on ElsaWeb and on ServiceNet.
Notifies customers via first-class mail.
Addresses dealer and field inquiries.
Monitors claims for accuracy.
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Warranty Policies and Procedures
11.2.1.2 Recalls, Dealer Notification
IMPORTANT!
Never refer to recalls as service actions, customer satisfaction campaigns, warranty extensions, UPDATEs, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
First Notification
Upon acknowledgement from government agencies of a recall or when a decision to conduct a recall is made, an advance
announcement will be sent to the field and dealers. The information sent during advanced notification will include FAQs to help
dealers answer questions they may receive from staff and customers.
Second Notification
Prior to recall launch, a notification will be sent to dealers and the field with more detailed information including the following:
•
•
•
•
•
Parts allocation and ordering information
A copy of the customer notification letter
Complete work instructions and accounting instructions
An allocation list of affected vehicles
A list of FAQs
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Warranty Policies and Procedures
11.2.1.3 Recalls, Customer Notification
IMPORTANT!
Never refer to recalls as service actions, customer satisfaction campaigns, warranty extensions, UPDATEs, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Initial Notification
Recall notifications are sent via first-class mail to customers who own vehicles affected by a recall when it is first launched.
Examples of these letters are contained within recall circulars. New notifications are sent monthly to customers who own
vehicles discovered – after its initial launch – to also be subject to a recall.
Mailing in Waves
On occasion, mailing may occur in multiple waves due to parts availability, shop capacity or specific regional requirements.
Reminders
The following reminders may be sent to customers who own a vehicle which still has an incomplete recall:
•
•
•
Reminder notices are sent approximately 100 after the initial recall notification.
Corporate headquarters will send annual recall reminder follow-up mailings.
Reminders are sometimes sent on demand if an agency requires it.
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Warranty Policies and Procedures
11.2.1.4 Recalls, Additional Important Information
IMPORTANT!
Never refer to recalls as service actions, customer satisfaction campaigns, warranty extensions, UPDATEs, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Recall Bulletins
Once a recall is launched, recall bulletins will be made available on ElsaWeb. These documents may also be found on
ServiceNet (under Campaign Circulars) for reference purposes only. Recall bulletins are subject to updates / revision at any
time. Because of this, ElsaWeb will be the dealer’s main source of the most updated and revised information while ServiceNet
may only be used as a backup reference if ElsaWeb is unavailable. Dealers should always reference ElsaWeb for the most
current recall bulletin.
The following information can be found within these bulletins:
•
•
•
•
•
•
•
•
•
Recall code
Description of defect or issue
Corrective action or repair details / procedures
VIN list or VIN range(s) and / or production dates of affected vehicles
Customer notification date
SAGA claim entry instructions and accounting information
Copies of customer notification letter(s)
Parts information
Parts return instructions (if applicable)
Dealers Notifying Customers
Dealers are free to contact customers using their in-house customer data and the Open Campaigns Dealer Mailing Report (found
in VWHub > My Dealership Reports and Publications) data to set up repair appointments. Corporate-approved postcards are
available through the DealerFirst web portal.
IMPORTANT! According to federal and provincial laws, dealers must never mail recall reminders to customers which contain
marketing and / or sales information using restricted vehicle registration address data.
Customers Reimbursements
If a customer has incurred out-of-pocket expenses directly related to recall repairs, then a request for reimbursement may be
submitted. These requests are handled by Customer Care and are addressed within 60 days. When applicable, a Recall
Reimbursement Request Form will be enclosed with each letter mailed to a customer.
Open Recalls on VINs Prior to 1981
If dealers encounter a MY1981 vehicle with an open recall, the Campaign Specialist at VGCA must be contacted for further
assistance.
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Warranty Policies and Procedures
11.2.2 Campaigns
11.2.2.1 Process
IMPORTANT!
Never refer to campaigns (service actions and customer satisfaction campaigns) as recalls, warranty extensions, UPDATEs,
class actions or technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Campaigns are divided into service actions and customer satisfaction campaigns. Customer satisfaction campaigns address
customer satisfaction issues which are not directly related to safety, compliance, or emissions.
Service Actions
Service actions address product technical issues not directly related to safety or compliance and may sometimes be related to
emissions in scope. The following terms apply to service actions:
•
•
•
•
Service actions will sometimes have an expiry date. This date will be noted in the campaign circular as well as on the
dealer and customer notification letters.
Customers are notified via first-class mail.
Can be performed on vehicles with a totalled status.
Must be completed prior to sale.
Customer Satisfaction Campaigns
Customer satisfaction campaigns address customer satisfaction issues, but are not directly related to safety, compliance, or
emissions. The following terms apply to customer satisfaction campaigns:
•
•
•
•
Customer satisfaction campaigns will always have an expiry date. This date will be noted in the campaign circular as well
as on the dealer and customer notification letters.
Customers are notified via first-class mail.
Can be performed on vehicles with a totalled status.
Must be completed prior to sale.
General Campaign Process
While each campaign is unique, they are all developed following a basic process to ensure accuracy, completeness and
timeliness. For this process, the Campaign Specialist at VGCA:
•
•
•
•
•
•
•
•
•
•
Notifies regulatory agencies when required by law.
Sends advance notification to dealers and the field (first notification).
When appropriate, issues a press release describing the action.
Creates all campaign-related documents (circulars, SAGA claim entry instructions, work instructions, FAQs, videos, etc.).
Obtains and allocates an initial volume of parts to dealers to ensure continuous part supply.
Notifies dealers and field and provides them with information required prior to campaign launch and prior to customer
notification (second notification).
Makes campaign information available via campaign circulars available on ElsaWeb and on ServiceNet.
Notifies customers via first-class mail.
Addresses dealer and field inquiries.
Monitors claims for accuracy.
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Warranty Policies and Procedures
11.2.2.2 Campaigns, Dealer Notification
IMPORTANT!
Never refer to campaigns (service actions and customer satisfaction campaigns) as recalls, warranty extensions, UPDATEs,
class actions or technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
First Notification
When the decision to launch a campaign is made, an advance announcement will be sent to the field and dealers. The
information sent during advanced notification will include FAQs to help dealers answer questions they may receive from staff and
customers.
Second Notification
Prior to campaign launch, a notification will be sent to dealers and the field with more detailed information including the following:
•
•
•
•
•
Parts allocation and ordering information
A copy of the customer notification letter
Complete work instructions and accounting instructions
An allocation list of affected vehicles
A list of FAQs
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Warranty Policies and Procedures
11.2.2.3 Campaigns, Customer Notification
IMPORTANT!
Never refer to campaigns (service actions and customer satisfaction campaigns) as recalls, warranty extensions, UPDATEs,
class actions or technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Initial Notification
Campaign notifications are sent via first-class mail to customers who own vehicles affected by a campaign when it is first
launched. Examples of these letters are contained within campaign circulars. New notifications are sent monthly to customers
who own vehicles discovered – after its initial launch – to also be subject to a campaign.
Mailing in Waves
On occasion, mailing may occur in multiple waves due to parts availability, shop capacity or specific regional requirements.
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Warranty Policies and Procedures
11.2.2.4 Campaigns, Additional Important Information
IMPORTANT!
Never refer to campaigns (service actions and customer satisfaction campaigns) as recalls, warranty extensions, UPDATEs,
class actions or technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Campaign Circulars
Once a campaign is launched, campaign circulars will be made available on ElsaWeb. These documents may also be found on
ServiceNet (under Campaign Circulars) for reference purposes only. Campaign circulars are subject to updates / revision at
any time. Because of this, ElsaWeb will be the dealer’s main source of the most updated and revised information while
ServiceNet may only be used as a backup reference if ElsaWeb is unavailable. Dealers should always reference ElsaWeb for the
most current campaign circular.
The following information can be found within these circulars:
•
•
•
•
•
•
•
•
•
Campaign code
Description of defect or issue
Corrective action or repair details / procedures
VIN list or VIN range(s) and / or production dates of affected vehicles
Customer notification date
SAGA claim entry instructions and accounting information
Copies of customer notification letter(s)
Parts information
Parts return instructions (if applicable)
Dealers Notifying Customers
Dealers are free to contact customers using their in-house customer data and the Open Campaigns Dealer Mailing Report (found
in VWHub > My Dealership Reports and Publications) data to set up repair appointments. Corporate-approved postcards are
available through the DealerFirst web portal.
Customers Reimbursements
If a customer has incurred out-of-pocket expenses directly related to campaign repairs, then a request for reimbursement may be
submitted. These requests are handled by Customer Care and are addressed within 60 days. When applicable, a Campaign
Reimbursement Request Form will be enclosed with each letter mailed to a customer.
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Warranty Policies and Procedures
11.2.3 UPDATEs
11.2.3.1 Basic Information
IMPORTANT!
Never refer to UPDATEs as recalls, service actions, customer satisfaction campaigns, warranty extensions, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Volkswagen
Group Canada (VGCA), Inc. issues UPDATEs which are meant to address and prevent quality issues and are
provided as part of VGCA’s commitment to the quality and reliability of our products. UPDATEs are proactive vehicle
enhancements and should be presented to customers in a positive light, so that they feel confident in the quality of their vehicle.
VGCA creates these documents with the intention to invest in customer satisfaction and loyalty and vehicle reliability.
UPDATE Details
The following terms generally apply to all UPDATEs:
• UPDATEs are not recalls or campaigns; they are warranty repairs.
• UPDATEs are a subset of technical bulletins.
• Must be completed prior to a vehicle’s delivery for sale or lease.
• Must also be completed any time an UPDATE code shows open on a vehicle scheduled for service or on a vehicle
already at the dealership for service and it is within a specified warranty period.
• If the vehicle is outside the specified warranty period and the UPDATE still shows open in ElsaWeb contact the Campaign
Specialist.
• Customers are NOT notified of UPDATEs. Instead, customers learn about UPDATEs directly from their dealership (for
example, when making a maintenance appointment) or from Customer Care.
UPDATEs
apply to vehicles within the New Vehicle Limited Warranty (NVLW) period; some apply to vehicles within
•
the Federal Emissions Warranty (FED_EMS); and some apply if they are within a related Warranty Extension
(WARR_EXT) period.
• UPDATEs “expire” at the end of the applicable warranty period.
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Warranty Policies and Procedures
11.2.3.2 UPDATE Bulletins
IMPORTANT!
Never refer to UPDATEs as recalls, service actions, customer satisfaction campaigns, warranty extensions, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Once an UPDATE is put into effect, UPDATE bulletins will be made available on ElsaWeb. These documents may also be found
on ServiceNet (under UPDATEs) for reference purposes only. UPDATE bulletins are subject to updates / revision at any time.
Because of this, ElsaWeb will be the dealer’s main source of the most updated and revised information while ServiceNet may only
be used as a backup reference if ElsaWeb is unavailable. Dealers should always reference ElsaWeb for the most current
UPDATE bulletin.
The following information can be found within these bulletins:
•
•
•
•
•
•
•
•
UPDATE code
A list of affected models / model years and / or VIN range(s)
Technical background description
Production solution
Warranty period
Repair procedure
Parts and tools information
SAGA claim entry instructions and accounting information.
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Warranty Policies and Procedures
11.2.3.3 UPDATEs, Dealer Notification
IMPORTANT!
Never refer to UPDATEs as recalls, service actions, customer satisfaction campaigns, warranty extensions, class actions or
technical bulletins.
Always use the correct terminology when communicating with all employees and customers at the dealership.
Prior to UPDATE launch, a notification is sent to all dealership personnel. A copy of the dealership communication is also sent to
the field. This announces the UPDATE and briefly describes it.
Dealers are to note that customers are NOT notified of UPDATEs as they are strictly a warranty matter.
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Warranty Policies and Procedures
11.3 Volkswagen Campaign and UPDATE Policies and Procedures Manual
If the information relating to campaigns, recalls, and UPDATEs provided in the general Warranty Policies and Procedures Manual
does not satisfy dealer inquiries, please refer to the Volkswagen Campaign and UPDATE Policies and Procedures Manual. This
document can be found on ServiceNet > UPDATEs > Policies and Procedures Manual. This manual addresses these topics in a
more detailed manner and contains instructions and procedures for dealer campaign / UPDATE administration.
If the Volkswagen Campaign and UPDATE Policies and Procedures Manual still does not provide the required information,
dealers are to feel free to contact the Campaign Specialist at any time necessary.
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Warranty Policies and Procedures
12 Customer Care
12.1 General Policies
Customer Satisfaction
Maintaining high customer satisfaction represents one of the most important challenges in our business today. Every customer,
whether they are a potential or current product owner, will look at the way they and others are treated by the dealership. Their
ultimate level of satisfaction with the dealership will greatly influence whether or not they will return to the dealership for their initial
purchase, service, parts, accessories, advice or information about the product(s), and, potentially, the purchase of their next or
even additional vehicles. It is also important to remember that they will reassess the dealership with every single contact.
To establish, build and maintain good relationships with a customer, the following practices are critical:
•
•
•
•
Courteous and convenient service
Fair pricing of service and parts
Fair policies uniformly administered
Accurate diagnosis and competent repair work - "fixed right the first time"
Customer Complaint Procedures
Dealer Responsibilities
However, customer complaints may arise from time to time. Volkswagen Group Canada (VGCA), Inc. encourages dealers to
establish a resolution procedure within the dealership which may involve goodwill assistance funded by the dealership or VGCA,
or both. In the event where the customer is still not satisfied and wishes to pursue the matter further, the FOM should be
contacted in an attempt to resolve the matter between the dealership and the customer.
If a dealer finds it necessary to contact the FOM for assistance, the dealer must advise him or her of any mechanical repair
contract coverage that applies. Many vehicles also are covered by mechanical repair contracts not sponsored by VGCA.
After expiration of the Volkswagen Limited New Vehicle Warranty (NVLW), for specific components, mechanical repair contractors
may be responsible for certain repairs which must be applied before VGCA will review any situation for customer loyalty
assistance.
For the Customer
In the Owner's Warranty Booklet, VGCA has advised the customer to first discuss the problem with the service personnel or
owner at their authorized Volkswagen dealership. If the problem cannot be resolved, the customer should then contact the
Volkswagen Customer Care Centre at 1-800-822-8987.
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TSB/Document ID: 24-02-03
Replacement Service Bulletin Number:
MFR Communication Date: 2010-06-10
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:OTHER:OWNERS/SERVICE/OTHER MANUAL
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