Service Information

Number: VSS-16-04

Support
Subject:

Volkswagen

2017 Volkswagen MIB II Infotainment- Market
Introduction Support

Date: May 20, 2016

Temporary Warranty Process and Parts Return Program
(US Dealers Only)

Effective:

From repair date June 6th , 2016 to September 16th 2016.

Model:

All Models excluding Touareg

Model Year:

2017

With the latest version MIB II Infotainment system in MY17 vehicles, Volkswagen will collect all
warranty repair information relative to the infotainment system to ensure prompt analysis and
resolution of any emerging concerns.
• After performing the preliminary diagnosis, you must create a Volkswagen Technical
Assistance {VTA) ticket and call the Technical Helpline prior to performing any infotainment
repairs.
o

A separate VTA case number is required for each line item of warranty repair. This excludes
all Required Vehicle Updates (RVU) and Campaign Circulars. (Be sure both RO Number
and RO Date are entered correctly in all VTA cases)

• All Volkswagen Technical Assistance cases will need to be "CLOSED" at the completion of the
repair.
• Dealers will be notified after Volkswagen Technical Assistance case closure of part return requests.
• Only warranty claims with a closed Volkswagen Technical Assistance case number in the
Comments field and verified return parts will be processed for reimbursement.

Program Highlights: Dealership technicians must create a VTA case for all warranty repairs relative to
the infotainment system using ElsaWeb and select concern group "MIB II -Blocked Parts".
• Call the Volkswagen Technician Helpline with your Volkswagen Technical Assistance access code:

1-800-678-2389.
• Select the option: prompt 1 to enter the access code given from ElsaWeb.
• The technician must perform a preliminary diagnosis on each concern reported by the customer and
obtain a Volkswagen Technical Assistance (VTA) access code before contacting the Volkswagen
Technician Helpline.
o Note: Attachments will be mandatory. To be able to generate an access code you
must have an attachment. This includes pictures and/or complete GFF logs electronically
to the VTA case (GFF Paperless is not acceptable due to delays in uploads). Instructions on
how to attach items to the VTA case and why they are needed can be found in Service Net.
(Technician References>Technicians Helpline>Job Aid)
• The technician must provide complete repair information in the VT A system prior to closing a VT A
case.
• If a part is ordered, the technician must obtain a Parts Sales Document number and enter it into the
area provided in the preparedness questionnaire.
Page 1 of 4
© 2016 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Service Information
•

If any part(s) are replaced, please document the Part Numbers in the space (Parts Replaced)
provided in the preparedness questionnaire.
• If a Vehicle leaves the Dealership with the Customer for any reason the VTA ticket should be closed
with the latest information available. If vehicle is leaving due to parts being ordered, a new VT A ticket
will be required when parts are replaced to verify repair path.
• See Service Information-Support document: VSS-08-12 "Technician Preparation when Calling the
Volkswagen Dealer Technician Helpline".

• The Volkswagen Technician Helpline consultant will provide a Volkswagen Technical Assistance
case number for each properly documented concern (repair) on the repair order brought up by the
technician.
o Note: This number is different from the access code generated when creating a case in
ElsaWeb. The case code has a 2 digit letter code then a series of numbers. (Example FE1234). This number is only given once the dealer calls the Technical Helpline and the case
is accepted by a Helpline Consultant.
• The Volkswagen Technical Assistance case number(s) and closure date for each repair must be
written on the back of the repair order alongside the technician punch time for the applicable repair
(ERO dealers enter the contact number under the description of the repair information), and entered
in the Comments Field of each eligible warranty claim.

Warranty and Parts Return Process:
• The Volkswagen Warranty Parts Return Center will notify the dealership of a part return on all closed
Volkswagen Technical Helpline case numbers within one (1) business day.
Warranty Parts Return Center personnel will:
o Create a shipping request in the Warranty Parts Portal (WPP).
o Follow up with the dealership if the requested part(s) is not picked up by FedEx in 48hrs.
• Dealership personnel should:
o Monitor the Warranty Parts Portal for new requests.
o Print the pre-addressed shipping label from the WPP
o Return the requested part(s) with repair documentation and a printed copy of the VTA case
to the Warranty Parts Return Center same day.
• If requested parts are returned prior to receiving a WPP part return request, email the Warranty Parts
Return Center (vwoawprc@vw.com) with comments regarding the return and provide the FedEx
tracking number.
• A printed copy of the Volkswagen Technical Helpline case number as well as all applicable required
documentation must be included when sending the requested parts.

Page 2 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Service Information
Why attach Documents to the VTA; user information.
GFF / 00 / Collection Services:
Provides us with:
•
•
•
•
•
•
•

Part numbers of Control Modules
Hardware/software versions / levels
All faults, even the ones related but occasionally overlooked
Provides specific module coding
Test Plan results or failures
Scan tool Base and Brand version levels
Base line of vehicle configuration

Pictures and Video w/sound:
Provide us with:
•
•

Visual documentation of Fit, Finish or Color.
Visual location of condition
o Pictures should include - 3 Views

Overall location on vehicle

•

Location on panel or body

Complaint of Component

Assists consultants in seeing and hearing what techs are experiencing

Detailed Worksheets:
Provides us with:
•
•

Exact readings and values pertaining to specific problems.
Specific information needed for root cause analysis.

Page 3 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Service Information
GFF Paperless is not acceptable due to delays in uploads.

What to attach:

Preferred

Electrical concerns without faults

Collection services /GFF
log

Electrical concern with faults

GFF log

Noises, rattles. or vibrations

Sound Bite

Fit and Finish concerns

Pictures x 3

Glass deformities

Pictures x 3

Interior trim concerns

Pictures x 3

Infotainment concerns with faults
(Radio, Navigation, SAT, MDI, Bluetooth,
etc.).

GFF log

Infotainment complaints without faults
(Radio, Navigation, SAT, MDI, Bluetooth,
etc.).

Sound Bite & GFF log

Accepted

Collection services

Collection services

Page 4 of 4
© 2013 Volkswagen Group of America, Inc.
All rights reserved . Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.