Service Information
Support

Number: VSS-17-05

Subject: 2018 Volkswagen Tiguan LWB - Launch

Date: July 14, 2017

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

Effective:

From repair date July 24th, 2017 to October 20th, 2017

Model:

Tiguan LWB

Model Year:

2018

During the Launch of the all-new Tiguan LWB, Volkswagen will collect all warranty repair
information 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 contact the Technical Helpline prior to performing any 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 every warranty repair (excluding
transportation claims) using ElsaPro and select concern group "2018 Tiguan LWB – All Concerns”.
 Contact the Volkswagen Technicians Helpline
 Method #1 –Create a “Phone Now Ticket” and Call the Volkswagen Technician Helpline with
your Volkswagen Technical Assistance access code
 Dial 1-800-678-2389.
 Select the option: prompt 1 to enter the access code given from ElsaPro.
 Method #2 - Create a “Web Ticket” and wait for response from the Volkswagen Technicians
Helpline prior to performing any repairs.
 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 VTA system prior to closing a VTA
case.
Page 1 of 5
© 2017 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 a part is ordered, the technician must obtain a Parts Sales Document number and enter it into the

area provided in the preparedness questionnaire.
 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 VTA 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
ElsaPro. 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 Outstanding Warranty Parts Report in the WPP 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 5
© 2017 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 5

© 2017 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

Check engine light on:

GFF Log

Drivability concern, no Check Engine
light

Collection services / GFF
log

HVAC concern with faults

GFF log

HVAC concern without faults

Collection services / GFF
log

Electrical concerns without faults

Collection services / GFF
log

Electrical concern with faults

GFF log

Noises, rattles. or vibrations

Sound Bite

Paint concerns

Pictures x 3

Fit and Finish concerns

Pictures x 3

Glass deformities

Pictures x 3

Interior trim concerns

Pictures x 3

TPMS light on with faults

GFF log & Printout from
TPMS test tool– BRT –
DBL4

TPMS light on without faults

GFF log & Printout from
TPMS test tool – BRT –
DBL4

Drivetrain function concerns with faults

GFF log

Drivetrain function concerns without
faults

Collection services / GFF
log

Drivetrain Vibration concerns without
faults

Sound Bite

Accepted

GFF log /Collection Serv.

Collection services

Collection services

Collection services & Printout
from TPMS test tool – BRT –DB

Collection services

Page 4 of 5
© 2017 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
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

Brake vibrations and noises

Collection services

ABS function concerns with faults

GFF log

ABS function concerns without faults

Collection services / GFF
log

No Communication

DSO Screen shots

GFF log / Collection services if
possible

Parasitic Draw

DSO Long term draw test

GFF log /Collection services

Hybrid Concerns

GFF log

Collection services

Convertible Top Concerns

GFF log & Pictures x 3

Collection services

Immobilizer Concerns with Faults

GFF log

Immobilizer Concerns without faults

GFF log

Collection services

Collection services

Page 5 of 5
© 2017 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.