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Volkswagen of America, Inc.
Warranty Policies and Procedures Manual

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Policies and Procedures Manual | Foreword

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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 Bulletin has been integrated into this edition of the manual.
SECTION
NUMBER

WARRANTY BULLETIN
VWP-14-06

Driver’s Door Wiring Harness Limited Warranty Extension for
MY 2005 or 2006 (A5) Jetta Vehicles
(VIN range from 1K_5M000001 to 1K_6M759703)

1.2.8
3.64.1.18

CONTENT UPDATES
 Section 1.28 Volkswagen Limited Extension Warranties: Added a reference for claim type,
service number and applicable technical bulletin number for each current warranty extension.
Deleted obsolete warranty extensions.
 Section 3.64.1 Volkswagen Limited Extension Warranties: Deleted obsolete warranty extensions.

GENERAL EDITING UPDATES
 The revision date in the footer of the manual was updated to "11/14"

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TABLE OF CONTENTS
FOREWORD ................................................................................................................................ 2
WHAT'S NEW .............................................................................................................................. 3
TABLE OF CONTENTS............................................................................................................... 4
DEFINITIONS AND ABBREVIATIONS ..................................................................................... 11
COMMONLY USED PHONE NUMBERS .................................................................................. 12
1

2

GENERAL WARRANTY GUIDELINES .............................................................................. 13
1.1

Overview of New Vehicle Warranties..................................................................... 13

1.2

Warranties at a Glance ............................................................................................ 14
1.2.1

New Vehicle Limited Warranty ...................................................................... 14

1.2.2

Powertrain Limited Warranty ......................................................................... 17

1.2.3

Hybrid System Limited Warranty ................................................................... 19

1.2.4

High-Voltage System Limited Warranty (e-Golf Only) ................................... 20

1.2.5

Limited Warranty Against Corrosion Perforation ........................................... 22

1.2.6

Federal Emissions Warranty ......................................................................... 24

1.2.7

California Emissions Warranty ...................................................................... 25

1.2.8

Volkswagen Limited Extension Warranties ................................................... 26

1.2.9

Volkswagen Parts and Accessories Limited Warranty .................................. 30

1.3

General Guidelines .................................................................................................. 31

1.4

General Exclusions from Coverage ....................................................................... 34

WARRANTY ADMINISTRATION ....................................................................................... 36
2.1

2.2

Warranty Coverage Verification ............................................................................. 36
2.1.1

Delivery Date Discrepancies ......................................................................... 36

2.1.2

Voided Warranty ............................................................................................ 37

2.1.3

Warranty Reinstatement ................................................................................ 37

Warranty Claims ...................................................................................................... 38
2.2.1

Time Limits to File a Claim ............................................................................ 39

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2.2.2
2.3

2.4

2.5

2.6

3

Page 5

Personnel Authorized to Code/Enter Warranty Claims ................................. 40

Repair Order Documentation ................................................................................. 40
2.3.1

Required Information on Repair Order .......................................................... 40

2.3.2

Required Documentation with Repair Order ................................................. 42

2.3.3

Documentation for Paint and Corrosion Claims ............................................ 44

2.3.4

Documentation for Parts Warranty Claims .................................................... 44

2.3.5

Document Retention ...................................................................................... 44

2.3.6

Storage, Access to, and Reproduction of Dealer Records ............................ 45

Reimbursement Policy ............................................................................................ 47
2.4.1

Reimbursement of Parts ................................................................................ 47

2.4.2

Reimbursement of Labor ............................................................................... 51

2.4.3

Reimbursement of Sublet Repairs ................................................................ 60

Warranty Parts Return Center Requirements ....................................................... 61
2.5.1

Warranty Parts Shipment .............................................................................. 61

2.5.2

Warranty Parts Retention, Storage and claim follow-up at the Dealership ... 64

2.5.3

Documentation for Parts Requested by the Warranty Parts Return Center .. 65

2.5.4

Packing Parts Requested by the Warranty Parts Return Center................... 67

2.5.5

Part Retention at the Warranty Parts Return Center ..................................... 67

2.5.6

Part Return from the Warranty Parts Return Center ..................................... 68

2.5.7

Scrapping Parts ............................................................................................. 68

Warranty Audits ....................................................................................................... 69
2.6.1

Warranty Audit Procedures ........................................................................... 69

2.6.2

Who Performs Warranty Audits ..................................................................... 70

2.6.3

Parts Retention for Warranty Audits .............................................................. 70

POLICY APPLICATION FROM A TO Z ............................................................................. 71
3.1

Accidents/Fire Damages/Safety Concerns ........................................................... 71

3.2

Add-On Repairs ....................................................................................................... 72

3.3

Address Change/Ownership Change .................................................................... 72

3.4

Adjustments ............................................................................................................. 72

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3.5

Air Conditioner ........................................................................................................ 72

3.6

Airbags ..................................................................................................................... 73

3.7

Audio ........................................................................................................................ 74

3.8

3.9

3.7.1

Direct Exchange ............................................................................................ 74

3.7.2

Non-Direct Exchange .................................................................................... 79

Battery – Vehicle...................................................................................................... 82
3.8.1

Policy for 12 Volt Original Equipment Battery................................................ 82

3.8.2

Volkswagen Factory Replacement 12 Volt Battery Limited Warranty ........... 82

Battery Test .............................................................................................................. 86
3.9.1

Policy for All Vehicle Battery Warranty Claims .............................................. 86

3.9.2

Battery Test and Maintenance Procedures ................................................... 87

3.10 Brake Disc/Drums, Machining ................................................................................ 88
3.11 Brake Noise/Squeal ................................................................................................. 88
3.12 Brake Pads/Shoes and Discs/Drums ..................................................................... 88
3.13 Bulbs......................................................................................................................... 89
3.14 Cabrio and Convertible Top Repairs ..................................................................... 90
3.15 Campaigns and Updates......................................................................................... 90
3.16 CD Changer .............................................................................................................. 90
3.17 Clutch ....................................................................................................................... 90
3.18 Customer Care ......................................................................................................... 91
3.19 Customer Loyalty Assistance Program ................................................................ 92
3.20 Distributor Cap, Rotor, High Tension Wires ......................................................... 92
3.21 Emergency Repairs ................................................................................................. 92
3.22 Emissions Testing of Vehicles with Full-Time All-Wheel Drive .......................... 93
3.23 Emissions Warranties ............................................................................................. 93
3.23.1 8/80 Federal Emissions Warranties Component Coverage .......................... 95
3.23.2 California Emissions Warranties Tables ........................................................ 96
3.24 Exported and Imported Vehicles.......................................................................... 117
3.24.1 Exported Vehicles/Warranty Outside of the United States .......................... 117

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3.24.2 Imported Vehicles Without United States Specifications ............................. 118
3.25 Glass ....................................................................................................................... 118
3.26 Headphones, Unwired (Routan) ........................................................................... 119
3.27 Lemon Law – State Lemon Law Hearings and Arbitration Hearings................ 119
3.28 Loaner Vehicles ..................................................................................................... 120
3.29 Maintenance ........................................................................................................... 122
3.29.1 General ........................................................................................................ 122
3.29.2 Volkswagen Carefree Maintenance Program .............................................. 122
3.29.3 Carefree Maintenance Coverage for Interim Oil Changes for Certain 2009 –
2015 MY Volkswagen TDI® Clean Diesel Engine Vehicles Registered in the
States of Illinois and Minnesota Only .......................................................... 125
3.30 Main Wiring Harness ............................................................................................. 126
3.31 Mass Air Flow Sensor ........................................................................................... 126
3.32 Mediation/Arbitration Programs/Special Extensions ......................................... 126
3.33 Mufflers – Volkswagen Limited Lifetime Warranty............................................. 127
3.33.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock
Absorbers, Struts and Strut Inserts ............................................................. 127
3.34 Odometer Replacement ........................................................................................ 128
3.34.1 Altered Odometer Reading .......................................................................... 128
3.35 Oil Quality Standards (Engine Oil) ....................................................................... 129
3.36 Paint and Corrosion Repairs ................................................................................ 129
3.37 Parts – Damaged Parts ......................................................................................... 131
3.38 Parts – Genuine Parts ........................................................................................... 132
3.39 Parts – Ordering .................................................................................................... 133
3.40 Parts – Replace-Only Components...................................................................... 135
3.41 Pick-Up and Delivery Service for Touareg .......................................................... 136
3.42 Productivity – Repair Shop................................................................................... 136
3.43 Radio/CD Changer ................................................................................................. 137
3.44 Repair Versus Replace.......................................................................................... 137
3.45 Repairs Completed at or Near Warranty Expiration ........................................... 137

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