Policy Application from A to Z | Brake Disc/Drums, Machining

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after vehicle receipt from the transporter. The dealer will be solely responsible for new vehicle stock
battery replacement or charge after the first 10 business days of vehicle receipt from the transporter.
Refer to the most current Inventory Maintenance Checklist that mandates the battery be checked, and
recharged if necessary, every 30 days until the vehicle is sold.
A Midtronics printout must be attached to the repair order and retained in support of the claim for a
minimum of 2 years after the claim has been paid. Battery maintenance records must also be available
for inspection.

3.10

BRAKE DISC/DRUMS, MACHINING
Machining of brake discs is reimbursable under warranty under specific conditions (refer to the latest
Technical Bulletin for specifications and requirements). Machining of brake drums is not a warrantable
repair for any reason. Also see section 3.12 Brake Pads/Shoes and Discs/Drums.

3.11

BRAKE NOISE/SQUEAL
Replacement of pads/shoes or linings for brake noises may only be covered under warranty if
instructed by a Technical Bulletin.
Also see section 3.10 Brake Disc/Drums, Machining.

3.12

BRAKE PADS/SHOES AND DISCS/DRUMS
Also see 1.2.1.1 Wear and Tear Covered Components - NVLW and 3.10 Brake Disc/Drums,
Machining.
NVLW
MY 2007 – 2017
 Brake pads/shoes and discs/drums worn beyond published wear limits are covered for wear and
tear for one year or 12,000 miles, whichever occurs first. Wear specifications must be
documented. Refer to ElsaPro Repair Manual for published brake pad/shoe and disc/drum wear
limits.
 Brake pads/shoes and brake discs/drums are covered for defects in material or workmanship for
the entire NVLW period.

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Policy Application from A to Z | Bulbs

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CONDITIONS FOR REPLACEMENT OF BRAKE DISCS/DRUMS UNDER WARRANTY
COVERED BY NEW VEHICLE LIMITED WARRANTY
Defects in material and/or workmanship for the entire
NVLW period

NOT COVERED BY NEW VEHICLE LIMITED WARRANTY
Customer/Dealer cause
Outside influence

Brake discs/drums are considered defective if they
exhibit:

Brake disc/drum conditions that are not covered
include, but are not limited to:

Cracks

Corrosion

Breaks

Localized overheating/hotspots

Porous casting

Damage due to improper removal of components

Or if:

Damage to brake disc/drum due to exceeding wear
limits (e.g., metal to metal friction)

DISCS:
Measure below minimum thickness (from MY 2007:
less than 1 year/12,000 miles, whichever occurs first)
(Refer to ElsaPro for specifications)
Exceed runout specification (refer to Technical
Bulletin 2015173 for specifications)

Damage due to improper operation of the vehicle

DRUMS:
Exceed maximum diameter

The Brake Disc Measurement Form must be filled out whenever brake discs are replaced, and attached to
the repair order for the vehicle. A copy of the completed form must also be sent together with replaced discs
if they have been requested by the Warranty Parts Return Center.

3.13

BULBS
NVLW
MY 2007 – 2012
 Bulbs replaced for wear and tear are covered for 1 year or 12,000 miles, whichever occurs first,
with the exception of Halogen/Xenon headlights. Halogen/Xenon headlights, replaced for wear, are
covered for the entire NVLW period. Halogen/Xenon headlights damaged from outside influence are

not covered.
 Bulbs replaced for defects in material or workmanship are covered for the entire NVLW period.

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Policy Application from A to Z | Cabrio and Convertible Top Repairs

3.14

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CABRIO AND CONVERTIBLE TOP REPAIRS
Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process
in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).
Repairs/replacements should be claimed using claim type 110 or 910 (Before Delivery).

3.15

CAMPAIGNS AND UPDATES
Campaigns are divided into the following types:
 Recall: Remedies defects relating to motor vehicle safety or emissions, and non-compliances with
motor vehicle safety standards and emissions standards.
 Service Action: Addresses product technical issues not directly related to safety or compliance;
sometimes these are emissions-related.
 Customer Satisfaction Campaign: Addresses customer satisfaction issues, but not issues directly
related to safety, compliance or emissions.
Updates are not campaigns. Instead they are a subset of technical bulletins published to update
vehicles before a customer might experience an issue.
Dealers can obtain answers to specific Campaign and Update-related questions by reviewing the
associated documents (circulars, FAQs, bulletins, etc.) found in ElsaPro and ServiceNet. As an
additional reference tool, the Volkswagen Campaign and Update Policies & Procedures Manual (found
on ServiceNet) contains important policy information regarding these actions. Dealers can also contact
Volkswagen Warranty for assistance.
CAMPAIGN CLAIM CONSEQUENTIAL DAMAGE REPAIR AUTHORIZATION REQUESTS
Repair authorization for consequential damage related to campaign claims must be requested in the
Operations section of WISE by 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 should not request authorization for campaign
claim consequential damage repairs.

3.16

CD CHANGER
For CD changer replacement guidelines see 3.7 Audio.

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Policy Application from A to Z | Clutch Disc [Excludes Direct Shift Gearbox (DSG)]

3.17

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CLUTCH DISC [EXCLUDES DIRECT SHIFT GEARBOX (DSG)]
Warrantability must be determined by the QTM Team using the Warranty Repair Acceptance process
in WISE, prior to starting the repair (see section 3.64 Warranty Repair Acceptance Process in WISE).

3.18

CUSTOMER CARE
The way a customer is treated represents one of the most important challenges in our business today.
The services a dealer provides and the way a customer is treated and satisfied will influence whether
or not an owner (or prospective purchaser) will return to the dealership for repeat sales and service.
To build and maintain good relations with a customer, the following practices are important:
 Courteous and convenient service
 Fair pricing of service and parts
 Fair policies uniformly administered
 Accurate diagnosis and competent repair work - "fixed right the first time"
However, customer complaints may arise from time to time. Volkswagen encourages to establish a
resolution procedure within the dealership. In the event the customer is still not satisfied and wishes to
pursue the matter further, the FOM should be contacted in an attempt to resolve the matter between
the dealership and the customer.
If a dealer finds it necessary to contact the FOM for assistance, the dealer must advise him or her of
any mechanical repair contract coverages that apply.
Many vehicles also are covered by mechanical repair contracts not sponsored by Volkswagen.
After expiration of the Volkswagen Limited Warranty for specific components, mechanical repair
contractors may be responsible for certain repairs which must be applied before VWoA will review for
customer loyalty assistance.
In the Owner's Warranty and Maintenance booklet, VWoA has advised the customer to:
 Discuss the problem with the service personnel or owner at their authorized Volkswagen dealer,
and
 if the problem is not resolved, to contact the Volkswagen Customer Care Center at 1-800-8228987.
A Customer Advocate will carefully gather and review the facts relating to the customer's request for
assistance. This may include a discussion with the dealer or the FOM/QTM as deemed appropriate.
He/she will then inform the customer whether further assistance can be provided and explain the
reasons for his/her decision or ask you to contact your customer directly.
If the Volkswagen Customer Advocate does not resolve the customer's complaint or if the customer
does not wish to present his or her complaint to Volkswagen, the customer may want to take
advantage of the mediation and arbitration services of the Better Business Bureau or the Canadian
Motor Vehicle Arbitration Plan (CAMVAP). See 3.31 Mediation/Arbitration Programs.

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Policy Application from A to Z | Customer Loyalty Assistance Program

3.19

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CUSTOMER LOYALTY ASSISTANCE PROGRAM
Information regarding the Customer Loyalty Assistance Program is available on WISE under Resource
Center > Customer Loyalty Assistance.

3.20

DISTRIBUTOR CAP, ROTOR, HIGH TENSION WIRES
Distributor cap, rotor, high tension wires are covered under the NVLW for manufacturing defects only;
wear and tear is not covered.

3.21

EMERGENCY REPAIRS
Emergency warranty repairs may be necessary at a time or place where the customer is unable to
have repairs performed by an authorized Volkswagen Dealer, and has no other recourse but to have
them performed by an independent/non-franchise repair shop.
 An example would be when a vehicle has broken down, and the local authorized Volkswagen
Dealer is closed (i.e. Saturday/Sunday).
 It is the responsibility of Dealership Management to determine if the service qualifies for
reimbursement.
HANDLING PROCEDURES
Customer
 Presents original repair invoice, replaced parts, and a statement of the circumstances of the
emergency repairs to an authorized Volkswagen Dealer for review.
Dealer
 Determines if vehicle was within warranty limits at the time of repair, parts are defective in material
or workmanship and documentation is complete.
 Determines amount of reimbursement based on repair invoice (full reimbursement for repair and
replacement of defective parts).
 Reimburses customer by check.
 Submits claim for sublet repair by entering dollar amount for parts and labor in the "outside" fields
in SAGA.
 Enters "Emergency Repair" in the comments section of the claim.
All parts must be retained by the dealer until:
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).

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Policy Application from A to Z | Emissions Testing of Vehicles with Full-Time All-Wheel Drive Page 97

 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 Field Manager informs the dealership management to scrap all
retained warranty parts*. Any part(s) requested by the Warranty Parts Return Center (WPRC)
must always be shipped to the WPRC, immediately, and not retained by the dealership.
− *To the extent that an applicable state/provincial statute requires a shorter parts' retention
period, the state/provincial law applies.

3.22

EMISSIONS TESTING OF VEHICLES WITH FULL-TIME ALL-WHEEL
DRIVE
Part of the emissions testing programs of some states is to check the tailpipe emissions by running the
vehicle on a dynamometer. Most of these dynamometers are designed to test two-wheel drive
vehicles. Please inform customers that running full time all-wheel drive vehicles on such
dynamometers will cause damage to the vehicle driveline. Recommend customers contact their “State
Maintenance Coordinators”.

3.23

EMISSIONS WARRANTIES
Coverage: For coverage policy and procedures please refer to 6.6 Federal Emissions Warranties and
6.7 California Emissions Warranties. For the California Emissions 7/70 tables, the California
Emissions 8/100 table (Routan only), and the 15/150 PZEV/AT-PZEV California Emissions table, see
3.23.2 California Emissions Warranties Tables. Emissions warranties are not applicable for all-electric
models.
Claim coding: Use claim type 1E1 for Federal emissions repairs/replacements after the NVLW period
but within the Federal Emissions Warranty. Use claim type 1E2 for California emissions
repairs/replacements after the NVLW period but within the California emissions warranty. Use claim
type 1E3 for California diesel vehicle repairs/replacements after the NVLW period but within the
California emissions warranty.
GENERAL
Emission warranties are warranties which the manufacturer is required by law to furnish to customers
at the time they take delivery of their new vehicle. The warranties required by federal laws are
applicable to all new Volkswagen vehicles imported and distributed by Volkswagen of America, Inc. for
sale in the United States, including California. The table VWoA's California Emissions Warranties
Coverage Matrix identifies the classes of vehicles covered by VWoA's California emission warranties.

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Policy Application from A to Z | Emissions Warranties

Page 98

VWOA’S CALIFORNIA EMISSIONS WARRANTIES COVERAGE MATRIX
Requirement
1

Requirement
2

Requirement
3

Certified for
sale in
California?

First
registered in a
CA emissions
state*?

Currently
registered in
a CA
emissions
state*?

Covered by California
Emission Warranty

Yes 

Yes 

irrelevant 

Yes

Yes 

No 

Yes 

Yes (as long as registered
in a CA emission state*)

Yes 

No 

No 

No

No 

irrelevant 

irrelevant 

No

* CA Emissions States:
– California
–

Delaware as of 2014 MY

–

Massachusetts as of 1995 MY

–

Vermont as of 1999 MY

–

Maine as of 2002 MY

–

Connecticut, Pennsylvania, Rhode Island as of 2008 MY

–

New Jersey, Oregon, Washington as of 2009 MY

–

Maryland as of 2011 MY

–

Washington, D.C. as of 2014 MY

–

New Mexico, 2011 MY only

– New York as of 2016 MY
– New York 2004 - 2015 MY (only for vehicles equipped to meet California’s Partial Zero
Emission Vehicle (PZEV)/Advanced Technology Partial Zero Emissions Vehicles (ATPZEV) emissions requirements)

A vehicle certified for California can be identified by inspecting the Emission Control Information Label
located visibly in the engine compartment and confirming that the label includes a statement of
certification to California regulations.
The owner of a vehicle certified for sale and registered in a California-state as identified in the table
VWoA's California Emissions Warranties Coverage Matrix may, therefore, have warranty rights under
both federal and state mandated Emissions Warranties.
EMISSIONS WARRANTY CLAIMS ON TOTALED VEHICLES
Claims made by a consumer under any of the statutory Emissions Warranties are required to be
honored even though the vehicle may have been declared a "total loss" by an insurance company as
long as it remains operative and has been placed back into service. However, damage to emission
components caused by flood, accident or other events for which Volkswagen has no responsibility
may not be claimed under any of the statutory emissions warranties.

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