NHTSA ID Number: 10128378
Manufacturer Communication Number: VW
WPP 06 2016
TSB/Document Date: 2018-02-05
Summary
This document identifies the warranty policies applicable for dealers.
applies:
DO NOT PRINT THE FREE SHIPPING LABEL AVAILABLE FROM THE WPP.
Use the email link for the requested part in the WPP to notify the WPRC of the situation and to
provide an explanation of why the part was not available to ship (attach supporting documentation
such as a repair order and/or a Warranty Part Release Authorization Form).
2.5.1.3
SHIPPING COSTS
2.5.1.3.1
FREE SHIPPING FOR REQUESTED WARRANTY PARTS PROGRAM
The cost to ship requested warranty parts to the WPRC is paid by Volkswagen. All free FedEx return
shipping labels are provided through the WPP for all requested warranty parts.
PARTICIPATION IN THE FREE SHIPPING FOR REQUESTED WARRANTY PARTS PROGRAM [NEW DEALER SETUP]
Inclusion in the Free Shipping for Requested Warranty Parts Program through the Warranty Parts
Portal (WPP) requires that new Dealers:
1. Have a separate FedEx account established. To initiate the process of establishing a
2.
3.
separate FedEx account, dealers must contact the Warranty Parts Return Center at
vwoawprc@vw.com.
Complete U.S. Department of Transportation (DOT) Hazardous Material Training.
Fax or email the WPRC the following documents which are required to become a FedEx
qualified Hazardous Material Shipper (for the return of HAZMAT requested parts).
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Completed FedEx OP910
Current DOT Hazardous Materials Training Certificate
Note: The FedEx OP910 form will be provided via email once the new dealer’s FedEx account
is established, but may be requested through Volkswagen Warranty by calling 1-866-3068447 or emailing WPRCHazmat@vw.com.
2.5.1.3.2
HAZARDOUS MATERIALS (HAZMAT) SHIPPING INSTRUCTIONS
This policy is applicable to United States dealers in the 48 contiguous states only.
HAZARDOUS MATERIALS (HAZMAT) PART RETURN PROCESS
A hazardous material (HAZMAT) is a material that, in any quantity, poses a threat to life, health or
property. Some automotive parts contain such materials (referred to as "HAZMAT parts"). HAZMAT
part requests are identified in the WPP by a hazardous material icon and red striping when the request
is expanded. Dealers who have their FedEx account certified by FedEx as a qualified Hazardous
Material Shipper will be able to retrieve the shipping label and hazmat documents from the WPP.
Dealers who are not qualified Hazardous Material Shippers will not be able to retrieve the shipping
label and hazmat documents from the WPP.
Volkswagen will, when necessary, dispatch a third party vendor to pack and ship any requested
HAZMAT warranty parts from those dealers whose FedEx account is not identified as a qualified
Hazardous Material Shipper.
−
−
A handling fee of $450 per part will be charged to the dealer's parts account for this
service.
If the requested HAZMAT part is not available when the representative from the third
party vendor arrives at the dealership, the associated warranty claim will also be debited.
EXAMPLES OF HAZMAT PARTS THAT REQUIRE HAZMAT-CERTIFIED PERSONNEL FOR SHIPMENT
A generic list of common automotive-related HAZMAT parts or categories of parts is provided below
for reference. HAZMAT parts include, but are not limited to, these items. Always refer to the most
current government regulations to determine if a part is considered HAZMAT.
USA: United States Department of Transportation’s (DOT’s)
Hazardous Materials Regulations (HMR) (49 CFR)
Air bag modules
Air bags, side airbags, or any other airbag inflators that have not been deployed
Batteries (primarily lithium and acid-filled, even if drained)
Dampers (hood, trunk or lift-gate struts, steering dampers)
Filters, fuel (used)
Fire extinguishers
Fuel injectors
Fuel samples
Fuel pumps
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Fuel tanks (after they have been used)
Magnetic speakers
Pressurized pneumatic parts
Seat belt pre-tensioners
Shocks
Struts
No person, individual, or company may offer or accept a hazardous material for transportation in
commerce, unless the shipment complies with Hazardous Materials Regulations, including training
requirements.
DISPOSAL OF HAZMAT PARTS NOT REQUESTED BY THE WPRC
It is the dealer's responsibility to properly handle and dispose of hazardous parts/materials not
specifically requested by the WPRC. All such handling and disposal of hazardous waste should be
done in accordance with the dealers' local and state laws, as well as all federal laws and regulations
relative to hazardous waste.
2.5.1.4
PARTS DAMAGED DURING HANDLING, SHIPPING, OR STORAGE
All parts are to be shipped in the same condition as they were when the vehicle came to the
dealership for repair. Parts damaged due to improper repair, handling, or improper packaging for
shipment will not be reimbursed. Parts damaged due to accidents, shipping, and handling are not
warranty matters.
If a discrepancy claim arises from shipping loss or damage once the package is handed over to FedEx
(in conjunction with the Free Shipping for Requested Warranty Parts Program), Volkswagen will
handle the discrepancy claim arising from the shipping loss or damage. However, if the loss or
damage is the result of improper packaging by the dealership, the WPRC will work with the dealer
involved to resolve the issue. For proper packaging of warranty requested parts, see section 2.5.4
Packing Parts Requested by the Warranty Parts Return Center.
Parts damaged during storage or where individual components are missing from the original container
are not warranty matters. These claims should be referred to the facing PDC. (Also see 3.36 Parts –
Damaged Parts)
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2.5.2
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) displayed on the Warranty Part Disposition Retention tab in the WPP must be
retained at the dealership until they appear on the Warranty Part Disposition Scrap/Core tab (unless
notified of a pending audit).
EXCEPTIONS:
Maintenance claim parts: Parts replaced under Carefree Maintenance or VW Maintenance
Plans such as engine oil, washer fluid, and oil filters, are considered consumable parts and can be
disposed of immediately.
Transportation claim parts: See section 4.1.4.5 Salvage Parts
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 Warranty Part
Disposition Scrap/Core tab from the date the dealership management is advised of the scheduled
audit until the Warranty Field Manager 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.
–
2.5.2.3
*To the extent that an applicable state statute requires a shorter parts' retention period,
the state law applies
WARRANTY PARTS CLAIM FOLLOW-UP
Effective December 7, 2015, Volkswagen will provide an evaluation result for each warranty part
requested in the Warranty Parts Portal (WPP). If a claim is declined in the WPP because supporting
documentation was not supplied, or the repair is not within warranty guidelines after the part
evaluation, the dealer has 14 calendar days to respond by appealing in the WPP. If a requested
part(s) is not received at the WPRC or the dealer fails to respond to the declined claim through the
WPP, these claims will move to "To Be Debited Status" after 14 calendar days.
Effective December 7, 2015, Volkswagen will process a full debit of the warranty claim when the WPP
Part Review Status request reaches "To Be Debited". These claims will transfer from the Dealership’s
Reimbursed tab to the Cancelled tab in SAGA and will appear as a debit on the next audit trail
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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 WPP of the original part return to request claim resubmission approval.
When a warranty part with a core value is requested by the WPRC through the Warranty Parts Portal
(WPP), dealers will be reimbursed the core value through the weekly audit trail once the part is
received and validated. 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 parts received without the required documentation may result in the reversal of the
warranty payment.
WARRANTY PARTS RETURN DOCUMENT
The Warranty Parts Return Document generated from the WPP must be attached to the requested
part(s). The Warranty Parts Return Document may be more than one page and all pages should be
printed and attached to the requested part.
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).
VOLKSWAGEN-APPROVED DIAGNOSTIC TOOLS PRINTOUT
If there is a MIL illuminated or a Volkswagen-approved 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.
− 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).
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When a Volkswagen-approved 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. The Service Manager must sign
and date the repair order, as well as include precise handwritten fault codes. Include the printer
repair documentation, when available.
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:
Infotainment 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 "direct shipping request" will be added to the Warranty Parts Portal (WPP).
Dealers must check the Warranty Part Disposition Requested tab or the Outstanding Warranty Parts
Report in the WPP 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 and duly signed 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. In the event a part previously removed by an authorized Volkswagen Factory
Representative or Volkswagen employee is requested through the WPP, follow the guidelines in
Section 2.5.1.2 to have the request removed.
2.5.4
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 Warranty Parts Return Document from the WPP to the requested part. The Warranty
Parts Return Document may be more than one page and all pages should be printed and attached
to the requested part.
Attach all applicable documentation to the requested part(s).
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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 "declined" in the WPP.
If the dealer does not respond to the declined claim in the WPP, these claims will move to "To Be
Debited Status" after 14 calendar days and Volkswagen will process full debit of these claims.
− 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
−
2.5.6
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
PART RETURN FROM THE WARRANTY PARTS RETURN CENTER
If the dealer appeals a declined 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 WPP.
The dealer may be charged for the shipping costs incurred for returning the part to the dealership
via FedEx third party billing.
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If the claim is fully cancelled in SAGA, 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 Warranty Part
Disposition Scrap/Core Tab in the WPP, 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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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
WARRANTY AUDIT PROCEDURES
2.6.1.1
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TSB/Document ID: VW WPP 06 2016
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