NHTSA ID Number: 10120194
Manufacturer Communication Number: Reference - VW
W
TSB/Document Date: 2017-10-21
Summary
Volkswagen Warranty Policies and Procedures Manual US Edition, July 2014: This document regulates handling and processing of warranty liabilities between authorized Volkswagen dealers and Volkswagen of America, Inc.
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MFR Communication Date: 2014-07-28
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Volkswagen of America, Inc.
Warranty Policies and Procedures Manual
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FOREWORD
This document regulates handling and processing of warranty liabilities between authorized
Volkswagen dealers and Volkswagen of America, Inc. It is part of the Dealer Agreement Standard
Provisions, and should be used as a reference guide for Warranty Administrators and Service
Managers in their daily decision-making.
Any and all rights and obligations of Volkswagen and its authorized dealers are subject to any
applicable state or federal law or regulation.
The manual contains the following chapters:
What's New
Definitions and Abbreviations
Commonly Used Phone Numbers
1
General Warranty Guidelines
2
Warranty Administration
Warranty Coverage Verification
Warranty Claims
Repair Order Documentation
Reimbursement Policy
Warranty Parts Handling
Warranty Audits
3
Policy Application from A to Z
4
Vehicle Receipt, Storage and Customer Delivery
5
WorldAuto Certified Pre-Owned Limited Warranty Administration
6
Appendix: Warranty statements
Index
From time to time Warranty Bulletins will be published to modify existing warranty policies or add new
policies to the ones published in this manual. The Warranty Bulletin's policy will be incorporated into
the next scheduled revision of this manual.
© 2014 Volkswagen 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 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.
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WHAT'S NEW
Listed below are the sections from the manual which contain important updated information and a brief
description of the policy topic or change. Please read and become familiar with the updated
information in these sections.
WARRANTY BULLETINS INTEGRATED INTO THE MANUAL
The following Warranty Bulletins have been integrated into this edition of the manual.
SECTION
NUMBER
WARRANTY BULLETIN
VWP-13-27
VWP-13-28
Paint and Corrosion Policy and Program
3.36
Warranty Policy Modifications
2.2
2.4.1.1
3.11
VWP-13-29
New Warranty Repair Acceptance Process in WISE
3.66
VWP-14-01
New Loaner Policy for VW Customer Mobility Vehicles
3.28
VWP-14-02
2015 MY Warranty, Roadside Assistance and Carefree Maintenance
1.1
1.2
3
6
Carefree Maintenance Coverage for Interim Oil Changes for Certain
VWP-14-03
2009 – 2015 MY Volkswagen TDI® Clean Diesel Engine Vehicles
Registered in the State of Minnesota Only
VWP-14-04
Turbocharger Limited Warranty Extension
3.29.3
1.2.8
3.65.1.30
CONTENT UPDATES
Exclusions section of 1.2.1 New Vehicle Limited Warranty: Added "Vehicle graphics, such as 3M
Second Skin. Vehicle graphics are warranted by the graphics’ manufacturer."
Part Manufacturer Code section of 2.2 Warranty Claims: Added part manufacturer code
exceptions of USM for Routan and 444 for CPO, Accessories, Marketing Goodwill (claim type
2CM), Carefree Maintenance and Volkswagen Care Maintenance Plans
Section 2.3.2 Required Documentation with Repair Order: Changed "a copy of the PDI checklist"
to "a copy of the PDI checklist if the PDI was not performed using the ePDI application"
Section 3.15 Campaigns and Updates: Clarified the definitions for campaigns and updates
Section 3.23.2.1 7/70 California Emissions Warranty Tables: Added Model Year 2015 7/70
California Emissions Warranty component coverage table; removed Model Year 2004 7/70
California Emissions Warranty component coverage table. All references to Service Number 2045
Fuel High Pressure Pump were updated to Service Number 2374 High-Pressure Pump (diesel)
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Section 3.23.2.3 15/150 PZEV/AT-PZEV California Emissions Warranty Tables and Section 6.7
California Emissions Warranties: Added clarification from the Owner’s Manual Warranty and
Maintence booklet regarding the PZEV/AT-PZEV warranty
Section 4.3.1 Prepaid Perfect Delivery Inspection (PPDI): Section was deleted as reimbursement
is not based on a SAGA warranty claim. All PDI time units will be published in ElsaPro going
forward.
GENERAL EDITING UPDATES
Updated ElsaWeb reference to ElsaPro
Deleted all occurrences of "transmission diagnostic worksheet" due to the elimination of the
warranty requirement for this form.
The revision date in the footer of the manual was updated to "07/14"
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TABLE OF CONTENTS
FOREWORD ................................................................................................................................ 2
WHAT'S NEW .............................................................................................................................. 3
TABLE OF CONTENTS............................................................................................................... 5
DEFINITIONS AND ABBREVIATIONS ..................................................................................... 12
COMMONLY USED PHONE NUMBERS .................................................................................. 13
1
2
GENERAL WARRANTY GUIDELINES .............................................................................. 14
1.1
Overview of New Vehicle Warranties..................................................................... 14
1.2
Warranties at a Glance ............................................................................................ 15
1.2.1
New Vehicle Limited Warranty ...................................................................... 15
1.2.2
Powertrain Limited Warranty ......................................................................... 18
1.2.3
Hybrid System Limited Warranty ................................................................... 20
1.2.4
High-Voltage System Limited Warranty (e-Golf Only) ................................... 21
1.2.5
Limited Warranty Against Corrosion Perforation ........................................... 23
1.2.6
Federal Emissions Warranty ......................................................................... 25
1.2.7
California Emissions Warranty ...................................................................... 26
1.2.8
Volkswagen Limited Extension Warranties ................................................... 27
1.2.9
Volkswagen Parts and Accessories Limited Warranty .................................. 31
1.3
General Guidelines .................................................................................................. 32
1.4
General Exclusions from Coverage ....................................................................... 35
WARRANTY ADMINISTRATION ....................................................................................... 37
2.1
2.2
Warranty Coverage Verification ............................................................................. 37
2.1.1
Delivery Date Discrepancies ......................................................................... 37
2.1.2
Voided Warranty ............................................................................................ 38
2.1.3
Warranty Reinstatement ................................................................................ 38
Warranty Claims ...................................................................................................... 39
2.2.1
Time Limits to File a Claim ............................................................................ 40
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2.2.2
2.3
2.4
2.5
2.6
3
Page 6
Personnel Authorized to Code/Enter Warranty Claims ................................. 41
Repair Order Documentation ................................................................................. 41
2.3.1
Required Information on Repair Order .......................................................... 41
2.3.2
Required Documentation with Repair Order ................................................. 43
2.3.3
Documentation for Paint and Corrosion Claims ............................................ 45
2.3.4
Documentation for Parts Warranty Claims .................................................... 45
2.3.5
Document Retention ...................................................................................... 45
2.3.6
Storage, Access to, and Reproduction of Dealer Records ............................ 46
Reimbursement Policy ............................................................................................ 48
2.4.1
Reimbursement of Parts ................................................................................ 48
2.4.2
Reimbursement of Labor ............................................................................... 52
2.4.3
Reimbursement of Sublet Repairs ................................................................ 61
Warranty Parts Return Center Requirements ....................................................... 62
2.5.1
Warranty Parts Shipment .............................................................................. 62
2.5.2
Warranty Parts Retention, Storage and claim follow-up at the Dealership ... 65
2.5.3
Documentation for Parts Requested by the Warranty Parts Return Center .. 66
2.5.4
Packing Parts Requested by the Warranty Parts Return Center................... 68
2.5.5
Part Retention at the Warranty Parts Return Center ..................................... 68
2.5.6
Part Return from the Warranty Parts Return Center ..................................... 69
2.5.7
Scrapping Parts ............................................................................................. 69
Warranty Audits ....................................................................................................... 70
2.6.1
Warranty Audit Procedures ........................................................................... 70
2.6.2
Who Performs Warranty Audits ..................................................................... 71
2.6.3
Parts Retention for Warranty Audits .............................................................. 71
POLICY APPLICATION FROM A TO Z ............................................................................. 72
3.1
Accidents/Fire Damages/Safety Concerns ........................................................... 72
3.2
Add-On Repairs ....................................................................................................... 73
3.3
Address Change/Ownership Change .................................................................... 73
3.4
Adjustments ............................................................................................................. 73
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3.5
Air Conditioner ........................................................................................................ 73
3.6
Airbags ..................................................................................................................... 74
3.7
Audio ........................................................................................................................ 75
3.8
3.9
3.7.1
Direct Exchange ............................................................................................ 75
3.7.2
Non-Direct Exchange .................................................................................... 80
Battery – Vehicle...................................................................................................... 83
3.8.1
Policy for 12 Volt Original Equipment Battery................................................ 83
3.8.2
Volkswagen Factory Replacement 12 Volt Battery Limited Warranty ........... 83
Battery Test .............................................................................................................. 87
3.9.1
Policy for All Vehicle Battery Warranty Claims .............................................. 87
3.9.2
Battery Test and Maintenance Procedures ................................................... 88
3.10 Brake Disc/Drums, Machining ................................................................................ 89
3.11 Brake Noise/Squeal ................................................................................................. 89
3.12 Brake Pads/Shoes and Discs/Drums ..................................................................... 89
3.13 Bulbs......................................................................................................................... 90
3.14 Cabrio and Convertible Top Repairs ..................................................................... 91
3.15 Campaigns and Updates......................................................................................... 91
3.16 CD Changer .............................................................................................................. 91
3.17 Clutch ....................................................................................................................... 92
3.18 Customer Care ......................................................................................................... 92
3.19 Customer Loyalty Assistance Program ................................................................ 93
3.20 Distributor Cap, Rotor, High Tension Wires ......................................................... 93
3.21 Emergency Repairs ................................................................................................. 93
3.22 Emissions Testing of Vehicles with Full-Time All-Wheel Drive .......................... 94
3.23 Emissions Warranties ............................................................................................. 94
3.23.1 8/80 Federal Emissions Warranties Component Coverage .......................... 96
3.23.2 California Emissions Warranties Tables ........................................................ 97
3.24 Exported and Imported Vehicles.......................................................................... 118
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