 9144 Amplifier (United Radio only)
 9160 CD Changer
 9025 Instrument Cluster (United Radio only)
PART MANUFACTURER CODES
 Delphi: DE2 or serial number contains Z4Z
 Panasonic: NP2, YPC, PM6, ZSW or serial number contains Z5Z
 Bosch: BNO or serial number contains Z1Z
 United Radio: USM
 Note: K21 will not be accepted. Use of K21 may result in a charge-back of the total claim.
LABOR OPERATIONS
Delphi/Panasonic/Bosch
 Use labor operation 91300100 (10 TU) to identify the part manufacturer code during physical or
cosmetic inspection. This charge is not applicable to CD changer replacements.
 Use 01500000 for GFF/GF diagnosis in lieu of 91300100 for performance or operational concerns.
a.

91300100 for vendor identification cannot be used in conjunction with GFF/GF Diagnosis
labor 01500000 (for performance/operational concerns).
 Use the applicable or standard labor operation to remove and reinstall the audio unit during repair
as per ElsaPro.
United Radio (Routan)
Use the applicable or standard labor operation to remove and reinstall the component during repair as
per ElsaPro.
 Labor operation 91300100 (10 TU) to identify the part manufacturer code does not apply (there is
only one supplier, United Radio, applicable for the Routan).
WARRANTY PARTS (NOT APPLICABLE FOR CUSTOMER LOYALTY ASSISTANCE PROGRAM/GOODWILL PARTS)
Direct exchange part number must be entered in the Outside Material field in SAGA.
 DELPHI999 (Delphi-specific number)
 PANAS9999 (Panasonic-specific number)
 BOSCH9999 (Bosch-specific number)
 ROUTAN999 (Routan-specific part number)
 Enter $30 for handling reimbursement in the Outside Material Amount field in SAGA.
CUSTOMER LOYALTY ASSISTANCE (GOODWILL) PARTS (NOT APPLICABLE FOR W ARRANTY PARTS)
Actual part number must be entered in the Outside Material field in SAGA.
 Enter the invoice price of the direct exchange component plus $30 for handling reimbursement in
the Outside Material Amount field in SAGA.

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Page 81

MANDATORY USE OF FACTORY REMANUFACTURED PARTS
Defective components must be replaced with remanufactured units of the same model, with the
following exceptions:
 If no remanufactured component is available*, a new component may be installed and will be
provided through the Exchange Program.
 If a component must be replaced prior to a vehicle in-service date, a new component must be
installed and will be provided through the Exchange Program.
*When the term “available” is used in regards to remanufactured parts, it means that a remanufactured part exists and
may be ordered. When a remanufactured part is not “available”, it does not mean that a remanufactured part is not in
stock at the Dealership or Parts Distribution Center.

CONTACTS
VW Warranty Dept.

Phone: (866)-306-8447
Phone: (800) 232-3965
Fax: (800) 428-0333
Phone: (800) 228-0473
Fax: (800) 682-8056
Phone: (800) 323-1943
Fax: (708) 865-5296

Delphi
Panasonic
Bosch

Claim processing questions

Audio unit orders
Damaged unit's processing instructions
Missing prepaid shipping labels

United Radio

Phone: (800) 448-0944

VWGoA Part's
Department

Email: radiodirectexchange@vw.com

 Note: The supplier phone, fax and VWGoA email address are for dealership direct exchange
use only.

GUIDELINES ON ISSUES VOLKSWAGEN CONSIDERS OUTSIDE INFLUENCE AND FOR WHICH
A CLAIM WILL BE REJECTED
 Obvious customer induced visual damage
 Presence of foreign material on audio unit surfaces other than liquid spilled on unit due to cup
holder positioning
 Rattling sound from foreign object when the audio unit is turned over
 Foreign material coming out when the audio unit is turned over

AUDIO DIRECT EXCHANGE SUPPLIERS' MAILING ADDRESSES
DELPHI

PANASONIC

AJR International, Inc.
300 Regency Drive
Glendale Hills, IL 60139

VW Audio Center c/o Yamada
1590 North Lakeview Avenue
Anaheim, CA 92807

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BOSCH
Bosch Service Center
c/o Midwest Electronics
2800 S25th Avenue
Broadview, IL 60155

UNITED RADIO
United Radio
5705 Enterprise Parkway
East Syracuse, NY 13057

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Page 82

NON-DIRECT EXCHANGE
For audio components replaced through the Direct Exchange Program see 3.7.1 Direct Exchange.

The shipping address for non-direct exchange program audio components that are requested through
the Warranty Parts Portal (WPP) will automatically be populated on the shipping label generated
through the WPP. A completed Infotainment Worksheet must be attached to the component before
shipment.
Non-direct exchange program audio components that are not requested through the WPP should be
returned to the facing PDC for core reimbursement once displayed in the WPP on the Warranty Part
Disposition Scrap/Core tab.
3.7.2.1

RADIO/CD UNIT REPLACEMENT PROCEDURES FOR UNDELIVERED NEW VEHICLES
Undelivered new vehicles (vehicles which have not yet been placed in-service) that have a defective
unit must be replaced with a new unit. Remanufactured replacement parts may not be used for
warranty repairs on vehicles that have not been placed in-service.
CLAIM PROCESSING
 When entering a warranty claim for a new defective unit, the new unit part number must be
entered in the Part Number field of the warranty claim. The new unit part number will populate the
warranty parts price for the entered part number in the Parts$ field of the claim.
 Enter labor for replacement.
 Enter "New Defective Radio" (or CD unit, as applicable) in the Comments field of the claim.
 Note: Core is not charged or credited on new units.

3.7.2.2

RADIO/CD UNIT REPLACEMENT PROCEDURES FOR VEHICLES WITH AN IN-SERVICE DATE
Remanufactured units must be used for replacement purposes when radios/CD units fail during the
warranty period.
Claim processing:
 Enter labor for replacement.
 Enter remanufactured unit part number for correct warranty reimbursement.

3.7.2.3

NEW RADIOS/CD UNITS WHEN REMANUFACTURED RADIOS/CD UNITS ARE NOT AVAILABLE
*When the term “available” is used in regards to remanufactured parts, it means that a remanufactured part exists and
may be ordered. When a remanufactured part is not “available”, it does not mean that a remanufactured part is not in
stock at the Dealership or Parts Distribution Center.

CLAIM PROCESSING
 Enter labor operation for replacement.
 Enter remanufactured part number on the warranty claim for correct warranty reimbursement.
 If applicable, a difference between the remanufactured unit and the new amount may be claimed
through the Parts Department using the Online Dealer Claims System. (See Miscellaneous

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Page 83

Request for Credit Calculation Example below. If the calculation results in a "negative" amount, a
Miscellaneous Request for Credit does not apply.)
CALCULATION TO DETERMINE IF MISCELLANEOUS REQUEST FOR CREDIT APPLIES
 Subtract the "core value" of the unit from the dealer "net cost of the new unit" to arrive at the "net
difference".
 Next, subtract the dealer "net cost of the remanufactured unit" from the "net difference". If this
calculation results in a "negative" amount, a Miscellaneous Request for Credit does not apply.
 If a Miscellaneous Request for Credit does apply, claim the amount via the Online Dealer Claims
System.
MISCELLANEOUS REQUEST FOR CREDIT CALCULATION EXAMPLE
DESCRIPTION
Dealer Cost of "New Radio/CD/Navigation unit"
Minus "Core Return Value" of
Radio/CD/Navigation unit
Equals Net Difference
Minus Dealer Cost of "Remanufactured
Radio/CD/Navigation unit"
Equals Amount Due Dealer via Miscellaneous
Request for Credit

AMOUNT

SAMPLE PART NUMBER

$544.00

1HM035186D

$200.00

1HM035186DU

$344.00

-

$143.22

1HM035186DX

$200.78*

-

*If this calculation results in a "negative" amount, a Miscellaneous Request for Credit
does not apply.
In this example the amount of $200.78 should be claimed through your Parts Department using the
Online Dealer Claims System.
3.7.2.4

RADIO/CD/NAVIGATION UNITS – PARTS RETURN GUIDELINES
Please observe the following guidelines in order to ensure that your audio claims are processed
expediently. Please read the following information carefully.
AUDIO COMPONENT WARRANTY CLAIMS WILL BE DENIED FOR ISSUES SUCH AS:
 Improper Paperwork: All audio components must have:
−
−
−

Diagnostic sheet (WISE: Resource Center > Forms > Infotainment)
Volkswagen-approved diagnostic tools/GFF/GF printouts (if applicable)
Media Retrieval Form if necessary (WISE: Resource Center > Forms > Infotainment)

All information must be filled out in its entirety, including the customer complaint and technical
diagnosis, in order to assist the manufacturer in properly diagnosing and repairing the component.
Statements like "inop", "faulty", or "broken" do not provide meaningful information. Please use
statements similar to "CD will not eject", or "radio display is red".
 Improper Shipping and Packaging
 Liquid Spills: In vehicles where the cup holders are located above the radio, liquid spills will be
individually evaluated. Liquid spills on radios will not be accepted in any other case and core value
will be forfeited.

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Page 84

 Physical Damage: Damage to radios caused by improper removal procedures or physical
damage to the radio caused by the customer will not be covered under warranty. Units that are
stripped of parts, knobs, etc. will be denied and returned. Units that are noted as "no power" and
have missing or cut fuses will be also be denied. Core value will be forfeited.
Note: The JC4225 Radio Removal Tool is a tool required when removing radios that have a fourcorner clip configuration. This tool makes radio removal much easier. Please be sure to read the
instructions included in the box that the JC4225 was received in.
To remove the JC4225 from the radio, DO NOT pull all four keys out at once.
Disengage the tool from the radio by unlocking one key at a time being careful to extract each key
only about 3-5mm until all four keys are disconnected.
Push in the metal release tabs on the side of the radio to unlock the keys. Gently pull the tool
away from the face of the radio.
By following these steps, you will ensure that the radio and the tool are not damaged.
 Homemade CDs: Some customers are using new technology to create their own CDs. Sticky
notes, pieces of paper, designer labels, and labels with poor adhesion have all been found to
damage radios. CD labelers found at office supply stores are not designed for automotive CD
players. The heat of an automotive CD player will cause these types of labels to peel off while
inside the unit causing the media to become stuck. Do not remove stuck media!
 Media Removal: If media becomes stuck, do not remove it. Tampering with the internal
mechanisms of the radio will void the warranty. Remanufacturing technicians at audio facilities can
tell if a unit has been opened for media retrieval and, thus, the warranty is voided. Please fill out a
Media Retrieval Form, available on WISE under Resource Center > Forms > Infotainment, and
include it with the radio paperwork. The media will be returned as quickly as possible. Core value
could be forfeited.
 Foreign Objects: Foreign objects stuck in the radio via the CD or cassette decks will not be
covered under warranty. Coins, keys, credit cards, etc. cause damage to the inside of the radio.
Customer damage is not a warranty matter. Core value will be forfeited.
 Tamper-Proof Seals: Do not cut or remove tamper-proof seals.
 Designer Faceplates: Designer faceplates glued to the original faceplate of the radio damage
the surface and are difficult to remove. These radios will not be covered under warranty. Core
value will be forfeited.
 Skipping Media: If the customer complains of skipping media, please verify whether the skipping
CD is homemade or purchased. Homemade CDs, due to different burning speeds and CD quality,
can be prone to skipping. Before replacing the unit, please test it with a professionally made CD.

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Policy Application from A to Z | Battery – Vehicle

Page 85

3.8

BATTERY – VEHICLE

3.8.1

POLICY FOR 6-VOLT/12-VOLT ORIGINAL EQUIPMENT BATTERY
6-volt/12-volt original equipment batteries are covered by the NVLW for defects in material or
workmanship for the entire NVLW period except for MY 2009 - 2015 vehicles. 6-volt/12-volt original
equipment batteries for MY 2009 - 2015 vehicles are covered for 2 years or 24,000 miles,
whichever occurs first.
A Midtronics® battery test has to be performed (see 3.9 Battery Test). Outside influence, physical
damage, freezing, sulphation or other related non-defects are not covered.

3.8.2

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED
WARRANTY

3.8.2.1

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERIES SOLD AS OFJANUARY
1, 2015
 Are warranted to be free of defects in material and workmanship for 36 months, regardless of
mileage.
 After 36 months of battery service, Volkswagen will absorb a prorated percentage of the battery
replacement cost, the remainder of the cost to be paid by the customer (including labor). This
proration policy applies until the battery has been in service for 60 months (5 years), after which
time the customer must bear the entire cost for a new battery.
 Does not apply for Volkswagen Economy 6-Volt/12-Volt Replacement Batteries (battery part
numbers beginning with JZW)
Labor is not reimbursable in the following situations:
 On prorated batteries.
 On wholesale purchases or installation by an independent repair facility.
 On over-the-counter purchases.
The battery is to be replaced with a new replacement battery of comparable capacity.
See 3.9 Battery Test for Midtronics battery tester warranty requirements.
GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY POLICY GUIDELINES
 Full 100% reimbursement for parts and labor up to 36 months, regardless of mileage.
 No labor reimbursement for battery replacement after 36 months.
 This warranty does not apply to batteries that were placed in commercial or marine use.
 Customer charge is based on Volkswagen suggested retail parts prices.
OWNER'S OBLIGATIONS
The owner is required to present either the unserviceable battery or the battery and the vehicle in
which it has been installed, plus proof of purchase, within the warranty period to any authorized
Volkswagen dealer in the United States.

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Page 86

ITEMS NOT COVERED BY THE GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY LIMITED
WARRANTY
 Failure of the battery due to improper installation, misuse, neglect, freezing, fire, accident, low
electrolyte level or use of electrolyte other than recommended by the manufacturer.
 Batteries that are discharged or sulphated due to improper maintenance, vehicle storage or parts
storage, are not eligible for replacement under warranty.
 Use of the battery for commercial or marine purposes.
 Loss of time, inconvenience, loss of use of the vehicle, or other consequential damage.
 Battery testing, if the battery is not defective. The owner would be responsible for the cost of
having the battery tested.
3.8.2.1.1

PRORATION TABLE FOR NEW GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT
BATTERIES SOLD AS OF JANUARY 1, 2015
GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERY PRORATION TABLE
FOR BATTERIES SOLD ON OR AFTER JANUARY 1, 2015

3.8.2.2

Months in Service

Parts Quantity

Customer Charge in Percent of
Suggested Retail Price

0 - 36
37 - 48
49 - 60

1.00
0.50
0.30

0%
50%
70%

GENUINE VOLKSWAGEN 6-VOLT/12-VOLT REPLACEMENT BATTERIES (MANUFACTURED BY
INTERSTATE BATTERY SYSTEMS OF AMERICA) SOLD BETWEEN JUNE 1, 2012 AND
DECEMBER 31, 2014
 Are warranted to be free of defects in material and workmanship for 24 months, regardless of
mileage.
 After 24 months of battery service, Volkswagen will absorb a prorated percentage of the battery
replacement cost, the remainder of the cost to be paid by the customer (including labor). This
proration policy applies until the battery has been in service for 60 months (5 years), after which
time the customer must bear the entire cost for a new battery.
Labor is not reimbursable in the following situations:
 On prorated batteries.
 On wholesale purchases or installation by an independent repair facility.
 On over-the-counter purchases.
The battery is to be replaced with a new replacement battery of comparable capacity.
See 3.9 Battery Test for Midtronics battery tester warranty requirements.
BATTERY POLICY GUIDELINES
 Full 100% reimbursement for parts and labor up to 24 months, regardless of mileage.
 No labor reimbursement for battery replacement after 24 months.
 This warranty does not apply to batteries that were placed in commercial or marine use.

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