NOTIFICATION
Prior to a Warranty Audit, an authorized representative of VWoA will provide written notification to the
dealership's management that VWoA intends to conduct a Warranty Audit. Information related to the
start date, parts retention instructions and other advice for the dealership will be included with the
notification.

2.6.1.2

WORKSPACE
The Warranty Field Manager (WFM) and dealership management shall agree on a workspace for the
persons conducting the audit. Such workspace shall be selected so that the audit does not interfere
with routine dealership business. Likewise, the audit workspace should not cause routine dealership
business to interfere with the audit. The location should be suitably sized to accommodate the auditors
and their equipment and be in a climate-controlled, office-like environment. Consideration should be
given to the security of confidential customer information which may appear on repair orders or other
documents.

2.6.1.3

DOCUMENT RETRIEVAL
The WFM will provide a list of VINs to the dealership on the first day of the audit. Locating and
providing the VIN files requested by the WFM is the responsibility of the dealership. Documents such
as repair orders, sales documents, parts invoices and any other required documentation needed to
support a claim or financial transaction between VWoA and the dealership must be provided when
requested. If the required documentation is not made available to the WFM within the timeframe of the
audit, the related claim may be denied or charged back.

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2.6.1.4

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PARTS INSPECTION
The WFM will provide a list of parts to be inspected during the audit. Locating and providing the parts
requested by the WFM is the responsibility of the dealership. Supporting documentation for the related
claim must be provided when requested. If the required part and/or documentation are not made
available to the WFM within the timeframe of the audit, the related claim may be denied or charged
back.

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 | Accidents/Fire Damages/Safety Concerns

3

POLICY APPLICATION FROM A TO Z

3.1

ACCIDENTS/FIRE DAMAGES/SAFETY CONCERNS

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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:
 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.

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3.2

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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 46 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.

3.3

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.

3.4

ADJUSTMENTS
NVLW: Service adjustments not usually involving replacement of parts are covered for 1 year or
12,000 miles, whichever occurs first.

3.5

AIR CONDITIONER
Reimbursement for replacement of refrigerant R-134a, 1 unit = 0.01 oz. Up to 16 oz. will be
reimbursed for testing purposes (R-134a = ZVP000134). Claim necessary quantity for replacement of
refrigerant lost due to a defect in material or workmanship. Reimbursement does not cover air
conditioner recharging due to seasonal maintenance.

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Policy Application from A to Z | Airbags

3.6

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AIRBAGS
While airbag systems have proven to be exceptionally reliable and durable, Volkswagen does not
approve the use of airbag systems and components removed from accident, salvage or other vehicles.
Airbag systems are designed and manufactured by Volkswagen for use in specific models and are not
interchangeable with airbags designed for other models. For this reason a record is maintained by
Volkswagen of the identification number of each airbag installed into each vehicle during production.
SALVAGE OR USED AIRBAGS MAY BE UNSUITABLE FOR REUSE FOR A VARIETY OF REASONS, INCLUDING THE
FOLLOWING:

 The salvage or used airbag was designed for installation into a different make, model or model
year vehicle.
 The salvage or used airbag was designed for the same model vehicle but technical changes were
made in the airbag system of the model within mid-model year causing the salvage or used airbag
to become superseded and unsuitable for replacement purposes.
 The salvage or used airbag was improperly removed from the vehicle into which it was originally
installed during production.
 The salvage or used airbag, in particular its electrical connectors and the airbag material, may
have been adversely affected by exposure to weather conditions which may have reduced the
conductivity of wiring and connectors or the integrity or impact characteristics of the airbag
material due to corrosion, excessive moisture, dust or grease and oil products.
All of the factors cited above may affect the performance of airbag systems.
ONCE AN AIRBAG HAS DEPLOYED OR HAS BEEN DEPLOYED, THEN THAT AIRBAG MUST NEVER BE USED AGAIN.
ACCORDINGLY, A DEPLOYED AIRBAG MUST NEVER BE REPAIRED.
A malfunctioning or deployed airbag and airbag components that have been consumed or stressed in
a deployment must always be replaced with new replacement parts that have the same specifications
as those that were originally installed and are available from Volkswagen.
It should also be noted that Volkswagen does not warrant salvage or used airbags against defects in
material or workmanship or in any other respect.
Volkswagen will not accept responsibility for the consequences. Therefore, Volkswagen will not under
any circumstance defend or indemnify any dealer against claims arising from the usage of repaired
airbags and/or used components.
Important:
 Defective seat covers for an airbag-equipped seat that enclose an airbag must always be replaced
and not repaired.
 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.

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Policy Application from A to Z | Audio

3.7

AUDIO

3.7.1

DIRECT EXCHANGE

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For audio components replaced through Non-Direct Exchange Program see 3.7.2 Non-Direct
Exchange.

DELPHI/PANASONIC/BOSCH/UNITED RADIO DIRECT EXCHANGE PROGRAM HIGHLIGHTS
The Direct Exchange Program pertains to Delphi, Panasonic, and Bosch radios, CD changers and
navigation units and United Radio radios, radio/navigation combo units, amplifiers, CD changers and
instrument clusters.
 Direct Exchange orders covered under a Volkswagen parts or vehicle warranty (New Vehicle
Limited Warranty, Parts and Accessories warranty and the Certified Pre-Owned warranty) must be
placed using the Direct Exchange Order form in Parts on Command.
Direct Exchange orders to fulfill a Customer Loyalty Assistance Program (Goodwill) claim and
orders for customer-pay transactions may be placed through either the Parts Distribution Center (if
stock is available), or the Direct Exchange supplier using the Direct Exchange Order form in Parts
on Command (select “Non-Warranty/Customer Pay”).
 The defective units must be received by the supplier within 30 calendar days of receipt of new or
remanufactured replacement units.
 The dealer must utilize the prepaid labels and packing material provided by the supplier.
AUDIO SYSTEM DIAGNOSTIC PROCESS
 Review customer complaint
 Perform visual inspection/complaint identification
 Identify type of complaint: Physical/Cosmetic or Performance/Operational
INSPECTION: PHYSICAL/COSMETIC
1.
2.
3.

Check physical condition of audio unit
Validate complaint
Determine if complaint caused by outside influence

4.
5.

If outside influence: No warranty coverage
If no outside influence: Determine audio unit vendor by removing the audio unit or utilizing
the scan tool

6.
7.
8.

Order replacement unit from the supplier
Log all inspection findings using the Infotainment Worksheet
Attach the documentation to the repair order (RO)

TESTING: PERFORMANCE/OPERATIONAL
1. Inspect integrity of audio system performance
2. Log any finding using the Infotainment Worksheet
3.
4.

Interrogate vehicle using GFF/GF
Write VIN on the Diagnosis Log

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5.
6.

Page 78

Print Volkswagen-Approved Diagnostic Tools' Diagnosis Log
If DTC present:
a.
b.
c.

7.
8.
9.

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Run function test plan for each fault
Follow instructions on each test
Print test plan

Log all inspection findings on Infotainment Worksheet
Locate vendor on Diagnosis Log or identify vendor by removing the audio unit
Order replacement unit from the supplier

10. Attach all documentation to the RO
11. If no DTC present and/or no "replace audio unit" test result and audio unit can be isolated as the
cause of failure: Log all the findings on the Infotainment Worksheet
12. Order replacement unit from the supplier
13. Attach all documentation to the RO
 Note: GFF/GF is not required for MY 2003 and older.
DIRECT EXCHANGE ORDERING REQUIREMENTS AND OPTIONS
Direct Exchange orders covered under a Volkswagen parts or vehicle warranty (New Vehicle Limited
Warranty, Parts and Accessories warranty and the Certified Pre-Owned warranty) must be placed
using the Direct Exchange Order form in Parts on Command.
Direct Exchange orders to fulfill a Customer Loyalty Assistance Program (Goodwill) claim and orders
for customer-pay transactions may be placed through either the Parts Distribution Center (if stock is
available), or the Direct Exchange supplier using the Direct Exchange Order form in Parts on
Command (select “Non-Warranty/Customer Pay”).
Upon receipt of the replacement unit, the dealer must open the box and verify the unit's condition for
any damage or visual failure to avoid an unnecessary visit for the customer if a second unit must be
ordered.
In a situation where a rebuilt/reconditioned unit does not work, or is damaged when the dealer opens
the box, the dealer should contact the supplier for replacement instructions. The supplier personnel
will answer all questions relevant to the inoperative or damaged unit.
Audio units ordered though the exchange program are VIN specific and therefore must only be used in
the vehicle for which they are ordered. The dealer is responsible to ensure that the core or unused
radio is received at the remanufacturing facility within 30 calendar days from the date the unit
arrived at the dealership. If a customer does not return to have a radio installed in a timeframe that
allows for installation and the core to be received at the remanufacturing facility within 30 calendar
days, the dealer must return the unused radio to the remanufacturing facility to avoid a charge-back. If
a unit is not received by the audio manufacturer within 30 calendar days, the dealer will be charged for
a new unit. All audio unit charge-backs will be processed through the Parts Account Statement.

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DEFECTIVE COMPONENT RETURN PROCESS
The defective component must be received by the supplier within 30 calendar days of receipt of the
replacement unit. Important: Dealers will be charged for a NEW unit (plus shipping & handling) to
replenish the supplier’s stock if the defective component has not been received by the supplier within
30 calendar days after the exchange unit has been received at the dealership.
You must use the box from the original remanufactured unit and the enclosed shipping label provided
by the audio manufacturer when shipping the damaged/defective unit back to the audio manufacturer.
The box may contain a “Core Return Checklist”.
Ensure the following documentation is included in the box prior to shipping:
 Copy of the completed Infotainment Worksheet
 Copy of the complete repair order
 SAGA printout of the warranty claim
 Volkswagen-approved diagnostic tool printout (if applicable)
 Proof of purchase (Service parts for vehicle outside warranty – Claim Type 121)
 Note: The dealer must contact the supplier for shipping instructions if there is no prepaid label in
the box.
Questions or concerns regarding audio unit charge-back due to non-receipt, delayed receipt of cores
or outside influence are handled by the VWoA Part Department through the following email address:
radiodirectexchange@vw.com.
Questions regarding the handling charge-back due to outside influence should be directed to
Volkswagen Warranty.

WARRANTY CLAIM PROCESSING
The dealer must claim the diagnosis and the labor on one single claim. Do not submit the diagnosis
until the repair is completed. Do not produce multiple warranty claims for a single direct exchanged
component.
CLAIM TYPES
 910: Warranty Before Delivery
 110: New Vehicle Limited Warranty
 110: Service Parts - Vehicle Within New Vehicle Warranty
 210: Goodwill (Customer Loyalty Assistance Program)
 G10: Certified Pre-Owned Warranty
 121: Service Parts – Vehicle Out of New Vehicle Warranty
 S10: Demo Extension Claim
SERVICE NUMBERS
Use applicable Service Number per ElsaPro
 9130 Radio
 9132 Radio/Navigation Combo Unit

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