WARRANTY PARTS RETENTION, STORAGE AND CLAIM FOLLOW-UP AT THE
DEALERSHIP

2.5.2.1

WARRANTY PARTS STORAGE
All parts must have a part's tag attached to the part(s) during storage identifying the repair order
number and date of repair. These items must be stored in a secure area within the dealership,
accessible only by authorized personnel. Stored warranty parts must be organized for easy retrieval
when parts are requested for submission to the WPRC or requested for inspection by Volkswagen.
A 10-bin system is required for parts storage and retention, using the last digits of the repair order for
filing. Volkswagen representatives must have access to the workshop tools and testing equipment for
parts' inspection and function testing.

2.5.2.2

WARRANTY PARTS RETENTION
All warranty part(s) must be retained at the dealership until they appear on the weekly Parts
Destruction/Core Disposition Report (unless notified of a pending audit).
EXCEPTIONS:
 Carefree Maintenance claim parts: Parts replaced under Carefree Maintenance such as engine
oil, washer fluid, and oil filters, are considered consumable parts and can be disposed of
immediately.
 Transportation claim parts: See policy Salvage Parts in section 4.1 New Vehicle Receipt
 Parts retention period for warranty audits: If a warranty audit is scheduled, the dealership must
retain all warranty parts, including parts for paid claims and parts listed on the Part Destruction
and Core Disposition Report from the date the dealership management is advised of the
scheduled audit until the Warranty Auditor/Warranty Field Specialist informs the dealership
management to scrap all retained warranty parts*. Any part(s) requested by the WPRC must
always be shipped to the WPRC immediately and not be retained by the dealership.
– *To the extent that an applicable state statute requires a shorter parts' retention period,
the state law applies

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2.5.2.3

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WARRANTY PARTS CLAIM FOLLOW-UP
If a claim is cancelled because a part was not received at the WPRC, supporting documentation was
not supplied, or after part evaluation, the dealer has 14 calendar days to respond to the claim
cancellation. If the claim cancellation is "Confirmed", the dealer has 7 calendar days from the date of
the audit trail displaying the claim debit to request the part be returned.
Effective June 1, 2010, Volkswagen will process the "acceptance" of "cancelled" SAGA claims that
remain in the Dealership’s Process/Confirm tab for over 14 calendar days. These claims will transfer
from the Dealership’s Process/Confirm tab to the Cancelled tab in SAGA and will appear as a debit on
the next audit trail following the transfer. Cancelled claims are not eligible for resubmission without
prior approval obtained from the Warranty Parts Return Center (WPRC). Use the email functionality
available through the WPSP to request the claim submission approval.
When a warranty part with a core value is requested by the WPRC through SAGA, dealers will be
reimbursed the core value at the time of SAGA claim payment through the weekly audit trail. The
WPRC will automatically return all denied parts with core values to the dealer, however, the dealer
may be charged for the shipping costs incurred for returning the part to the dealership via FedEx third
party billing.

2.5.3

DOCUMENTATION FOR PARTS REQUESTED BY THE WARRANTY PARTS
RETURN CENTER
The WPRC must receive the following required documentation with all requested parts, when
applicable. This information is required to meet government reporting and supplier recovery
requirements. Any claim received without the required documentation may be denied warranty
payment.
SAGA BARCODE PRINTOUT
The SAGA Barcode Printout must be attached to the requested part(s). Only an original may be
submitted; copies are not acceptable.
REPAIR ORDER
A copy of the Repair Order with technician notes, punch times and any additional documents to
support the warranty claim must be attached to the requested part(s).
VAS DIAGNOSTIC TOOLS PRINTOUT
If there is a MIL illuminated or a VAS diagnostic tool is used for diagnosis, the printout must
accompany the requested part(s).
 Model year 2003 and earlier requires a copy of the self diagnostic printout.
 Model year 2004 and later requires a copy of the GFF/GF diagnostic printout.
− The requirement to include a printed copy of the GFF/GF diagnosis log with the part
shipped to the WPRC is based on availability of the log in the GFF Paperless application.

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If the Dealer has confirmed that the GFF/GF diagnosis log displaying the fault codes
associated with the requested warranty part is available in the GFF Paperless

−

−

application, it is no longer necessary to include a printed copy of the GFF/GF
diagnosis log when returning warranty parts.
If the GFF/GF diagnosis log is not available in the GFF Paperless application, a

complete printed GFF/GF diagnosis log displaying fault codes must be returned with
the requested warranty part.
It is critical that the Dealer ensure that the appropriate GFF/GF log(s) appear in the GFF
Paperless application before a decision is made to send warranty parts to the WPRC
without attaching a paper copy of the GFF/GF diagnostic log(s).

When a VAS diagnostic tool is used, the diagnosis log printout is required with the requested part after
completing:
 The guided fault finding
 A printout of the diagnosis log from the GFF/GF prior to completing the GFF/GF
 A printout of the diagnosis log when the previous log is erased
 NOTE: If a printer is inoperative, state this in the claim comments. Include the printer repair
documentation when available, and include precise handwritten fault codes.
DIAGNOSTIC WORKSHEETS
For parts requested on repairs where a diagnostic worksheet is required, the worksheet must be
submitted along with the requested part. These include, but are not limited to:
 Automatic Transmission Report
 Audio Diagnostic Worksheet
 Brake Disc Measurement Form
Forms are available on WISE under Resource Center/Forms.
SHIPPING REQUEST
If an authorized Volkswagen Factory Representative or Volkswagen employee requests a part to be
shipped to the WPRC, a "shipping request" will be added to the Warranty Parts Shipping Portal.
Dealers must check their Outstanding Warranty Parts Report frequently for newly added shipment
requests.
WARRANTY PART RELEASE AUTHORIZATION FORM
If an authorized Volkswagen Factory Representative or Volkswagen employee needs to remove a part
from the dealership, a completed Warranty Part Release Authorization Form must be received by the
dealership before releasing the part. The form must be attached to the repair order for future
reference.

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2.5.4

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PACKING PARTS REQUESTED BY THE WARRANTY PARTS RETURN CENTER
 IMPORTANT: Shipment of all hazardous part(s) is illegal unless you are HAZMAT certified. If you
are certified to handle hazardous goods, you must follow all Federal and State laws.
PACKING WARRANTY PART(S)
 Attach the Barcode Printout from the SAGA claim to the requested part. There will be a separate
Barcode Printout for each part requested.
 Attach all applicable documentation to the requested part(s).
 Always return all part(s) in their original box. If the original box is not intended to be used
as a stand-alone shipping box, it must be placed in a proportionately sized outer box and
protected using bubble wrap or other type of packing material that is suitable to withstand
transit handling by the transporter.
 Packages arriving at the WPRC with damages sustained during shipping due to improper
packaging may be refused by the WPRC. Damaged and/or contaminated parts make it
impossible to establish valid test results. For example, windshield wipers may not be taped or
wired together.
 A separate box must be used for each part request claim (parts pertaining to one claim, in one
box, using one shipping label).
 Before shipping all warranty parts must be drained of fluids.
GENERAL
 Do not attach paperwork to the part in any way that may damage, mar, bend, cut, warp or
contaminate the part, or the part may be considered damaged by outside influence.
 Special care must be taken with fuel injection components, sensitive electronic components,
instruments, and air conditioning components. These components must be returned complete, as
supplied by the vendor, with all the protective caps, plugs, covers, levers, etc. in place.

2.5.5

PART RETENTION AT THE WARRANTY PARTS RETURN CENTER
 Part(s) found with discrepancies/missing documents will be placed in retention for a maximum of
14 calendar days in the WPRC after the claim is "cancelled" in SAGA.
 If the dealer does not respond to the claim cancellation, Volkswagen will process the "acceptance"
of the "cancelled" claims that remain in the Dealership's Process/Confirm tab aged over 14
calendar days.
− If the part has core value, it will automatically be returned to the dealer, which may be at
the dealer's expense, via FedEx third party billing
− If the part does not have core value, the dealer has 7 calendar days, from the date of the
audit trail displaying the claim debit, to request the part be returned to the dealership or it
will automatically be scrapped

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2.5.6

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PART RETURN FROM THE WARRANTY PARTS RETURN CENTER
 If the dealer rejects cancellation of the claim, and the response provided is not acceptable to the
WPRC, the dealer may request the part be returned to the dealership by using the email link for
the requested part in the WPSP.
 The dealer may be charged for the shipping costs incurred for returning the part to the dealership
via FedEx third party billing.
 If the claim cancellation is "confirmed", the dealer has 7 calendar days from the date of the audit
trail displaying the claim debit to request, by email, the part be returned.
 If an e-mail request for the part(s) return is not received, the part(s) will be scrapped (or
automatically returned to the dealer, which may be at the dealer's expense, via FedEx third party
billing), if the part(s) has a core value.

2.5.7

SCRAPPING PARTS
It is the dealer’s responsibility to scrap warranty parts after they are listed on the Part Destruction and
Core Disposition Report, excluding parts with an exchange core value, which must be returned to the
PDC, unless a warranty audit is scheduled. If a warranty audit is scheduled, see the topic Parts
retention period for warranty audits in section 2.5.2.2 Warranty Parts Retention.
All scrapped parts must be destroyed in such a manner as to render them useless for their intended
purpose or for the purpose of repairing similar components.

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2.6

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WARRANTY AUDITS
Volkswagen representatives retain the right to audit all records and all supporting documentation
relating to the service and repair of Volkswagen vehicles by the dealership. If claims cannot be
substantiated or the documentation is not in compliance with the requirements outlined in the
Volkswagen Warranty Policies and Procedures Manual edition in effect at the time of repair, claims (or
portions of claims) may be denied or charged back.

2.6.1

NOTIFICATION PROCEDURES
Prior to a Warranty Audit the Warranty Field Specialist (WFS) will notify the dealership's management
that VWoA intends to conduct a Warranty Audit and will provide the start date. Typically, notification is
given at least two weeks prior to the start of the audit. All Warranty parts held in Parts Retention must
be kept until the WFS authorizes the Parts Department to resume their part scrapping process.
(Exception: parts requested by the WPRC must be processed and not held for inspection. Parts with a
core value may not be returned until the WFS authorizes the Parts Department to resume their normal
process.)

2.6.2

WHO PERFORMS WARRANTY AUDITS
Warranty audits are performed by an authorized representative of VWoA.

2.6.3

PARTS RETENTION FOR WARRANTY AUDITS
See section 2.5.2.2 Warranty Parts Retention.

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Policy Application from A to Z | ABS Control Unit

3

POLICY APPLICATION FROM A TO Z

3.1

ABS CONTROL UNIT

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Page 72

NVLW: Policy applies to Passat MY 1998-2005

The electronic component of the ABS control unit is available as a separate unit. When an ABS
electronic malfunction is diagnosed, only the electronic component of the ABS control module may be
replaced.
 Note: Hydraulic malfunction requires replacement of the complete ABS control module/hydraulic
unit.
CLAIM CODING PROCESS
Claim Type:
110
Service Number:
4545
Labor Operation:
45010100
Check ABS
TU: See ElsaWeb
47010750
Bleed brake system
TU: See ElsaWeb
45301950
Remove and install ABS hydraulic unit
TU: See ElsaWeb
45455555
Replace ABS control unit
TU: See ElsaWeb
Part Number: 8E0 998 375_* (ABS version 5.3)
Repair kit: Anti-lock
4B0 998 375_* (ABS version 5.7)
brake control unit
(*See ETKA section 927-00 for applicable part number suffix)

3.2

ACCIDENTS/FIRE DAMAGES/SAFETY CONCERNS
VWoA warranties cover defects in material or workmanship. In instances where it is determined
by VWoA, that a fire or accident was caused by a defect in material or workmanship while the vehicle
is still covered under the New Vehicle Warranty, the expense to repair or replace the vehicle is also
covered by the warranty.

Because special experience and skills may be required to determine whether fire or accident damage
is attributable to a defect covered by warranty or is related to external causes, your Volkswagen
Customer Care Center (1-800-822-8987) should be contacted immediately with the following
information:

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 Customer name, address and telephone number
 VIN and current mileage
 Extent of fire or accident damage
 Personal injury and/or property damage (if known)
 Location where vehicle may be inspected
 Availability of police/fire department report(s) including digital pictures
After receipt of such notice, VWoA will determine whether or not an inspection of the vehicle by a Field
Engineer or FOM is required. If VWoA determines that the damage is not related to a defect in
material or workmanship, VWoA will notify the customer accordingly.
Regardless of whether or not the damage will be covered by warranty, the owner should be advised to
contact his or her insurance carrier and report the loss without delay.
IF THE CUSTOMER REPORTS THE FIRE OR ACCIDENT TO THE VWOA CUSTOMER CARE CENTER BEFORE
CONTACTING THE DEALERSHIP, THE FOLLOWING PROCEDURE APPLIES

(This portion is being provided so that your dealership is aware of case handling if the Customer Care
Center becomes involved in the accident/fire).
 If the owner contacts the Volkswagen Customer Care Center to report a fire, accident damage or
physical injury that may possibly be attributable to a defect in a Volkswagen vehicle covered by
warranty, the Customer Advocate obtains the bulleted information stated above.
 The Volkswagen Customer Advocate will assign a contact number and notify our Product Liaison
Department of the incident via a detailed Vehicle Fire/Accident Report.
 Product Liaison determines whether or not an inspection of the vehicle by a Field Engineer or
FOM is required.
 If it is determined that Volkswagen has no liability in the matter, Product Liaison will notify the
Customer Care Center who will inform the owner of our position and close the file.
 Product Liaison may contact the FOM to schedule inspection of the vehicle.

3.3

ADD-ON REPAIRS
An add-on repair to a warranty claim requires a signature (first and last name) of the Service
Manager/Service Director or designate*, before the work is performed. (*See section Service
Management Approvals on page 42 for the definition of Service Manager/Service Director designate.)
Technicians do not have the authority to approve add-on repairs.
Add-on repairs lacking a customer complaint can only be performed for safety items or for a repair that
if not completed now will result in a more costly repair soon after as a result of the failure.
When a customer has signed the original repair order, and later contacts the service department for
additional work to be performed, the "add-on" repair request must have the date, time and nature of
the customer complaint written on the front of the repair order and authorized by the Service
Manager/Service Director or designate with a full signature.

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3.4

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ADDRESS CHANGE/OWNERSHIP CHANGE
Dealers must ensure that correct customer contact data is available to the manufacturer at all times.
Volkswagen must be notified of any change of address or vehicle ownership. Please change the
address of the new owner in SAGA. A customer may use the prepaid "Notice of address change/used
car purchase" post card, which is located inside the Warranty and Maintenance booklet.

3.5