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.
Policy for All Vehicle Battery Warranty Claims .............................................. 91
3.9.2
Battery Test and Maintenance Procedures ................................................... 91
3.10 Brake Disc/Drums, Machining ................................................................................ 92
3.11 Brake Noise/Squeal ................................................................................................. 92
3.12 Brake Pads/Shoes and Discs/Drums ..................................................................... 92
3.13 Bulbs......................................................................................................................... 93
3.14 Cabrio and Convertible Top Repairs ..................................................................... 94
3.15 Campaigns and Updates......................................................................................... 94
3.16 CD Changer .............................................................................................................. 94
3.17 Clutch Disc [Excludes Direct Shift Gearbox (DSG)]............................................. 95
3.18 Customer Care ......................................................................................................... 95
3.19 Customer Loyalty Assistance Program ................................................................ 96
3.20 Distributor Cap, Rotor, High Tension Wires ......................................................... 96
3.21 Emergency Repairs ................................................................................................. 96
3.22 Emissions Testing of Vehicles with Full-Time All-Wheel Drive .......................... 97
3.23 Emissions Warranties ............................................................................................. 97
3.23.1 8/80 Federal Emissions Warranties Component Coverage .......................... 99
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3.23.2 California Emissions Warranties Tables ...................................................... 101
3.24 Exported and Imported Vehicles.......................................................................... 123
3.24.1 Exported Vehicles/Warranty Outside of the United States .......................... 123
3.24.2 Imported Vehicles Without United States Specifications ............................. 124
3.25 Glass ....................................................................................................................... 124
3.26 Headphones, Unwired (Routan) ........................................................................... 125
3.27 Lemon Law – State Lemon Law Hearings and Arbitration Hearings................ 125
3.28 Loaner Vehicles ..................................................................................................... 126
3.29 Maintenance ........................................................................................................... 127
3.29.1 General ........................................................................................................ 127
3.29.2 Volkswagen Carefree Maintenance Program .............................................. 128
3.29.3 Carefree Maintenance Coverage for Interim Oil Changes for Certain 2009 –
2015 MY Volkswagen TDI® Engine Vehicles Registered in the States of
Illinois and Minnesota Only.......................................................................... 130
3.30 Main Wiring Harness ............................................................................................. 131
3.31 Mediation/Arbitration Programs/Special Extensions ......................................... 132
3.32 Mufflers – Volkswagen Limited Lifetime Warranty............................................. 132
3.32.1 Limited Lifetime Warranty for Volkswagen Replacement Mufflers, Shock
Absorbers, Struts and Strut Inserts ............................................................. 132
3.33 Odometer Replacement ........................................................................................ 133
3.33.1 Altered Odometer Reading .......................................................................... 134
3.34 Oil Quality Standards (Engine Oil) ....................................................................... 134
3.35 Paint and Corrosion Repairs ................................................................................ 134
3.36 Parts – Damaged Parts ......................................................................................... 136
3.37 Parts – Genuine Parts ........................................................................................... 137
3.38 Parts – Ordering .................................................................................................... 139
3.39 Parts – Replace-Only Components...................................................................... 140
3.40 Pick-Up and Delivery Service for Touareg .......................................................... 141
3.41 Productivity – Repair Shop................................................................................... 141
3.42 Repair Versus Replace.......................................................................................... 142
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3.43 Radio/CD Changer ................................................................................................. 142
3.44 Repairs Completed at or Near Warranty Expiration ........................................... 143
3.45 Repurchased (Reacquired) Vehicles ................................................................... 143
3.46 Repeat Repairs/Shop Comebacks ....................................................................... 144
3.47 Road Test Labor Operations ................................................................................ 144
3.48 Roadside Assistance ............................................................................................ 144
3.49 Safety Belts ............................................................................................................ 145
3.50 Service Xpress (VW Brand Approved) ................................................................ 146
3.51 Seat Covers ............................................................................................................ 147
3.52 Shock Absorbers – Volkswagen Limited Lifetime Warranty ............................. 147
3.53 Struts and Strut Inserts – Volkswagen Limited Lifetime Warranty................... 147
3.54 Sunroof ................................................................................................................... 147
3.55 Technician Efficiency ............................................................................................ 148
3.56 Technician Helpline/VTA Case Number .............................................................. 148
3.57 Technician Time Recording.................................................................................. 150
3.58 Tires ........................................................................................................................ 153
3.59 Towing .................................................................................................................... 154
3.60 Transmission Repair vs. Replacement................................................................ 155
3.61 Tuning and Modifications of the Vehicle............................................................. 155
3.62 Update Technical Bulletins................................................................................... 156
3.63 Warranty Extensions ............................................................................................. 156
3.63.1 Volkswagen Limited Extension Warranties ................................................. 156
3.63.2 Warranty Extension for Demonstrator, Service Loaner, Driver Education,
Dealer Daily Rental or VWoA Company Cars ............................................. 191
3.64 Warranty Repair Acceptance Process in WISE .................................................. 192
3.65 Wear and Tear Covered Components – NVLW ................................................... 192
3.66 Wheel Alignment and Balance ............................................................................. 192
3.67 Wiper Blades .......................................................................................................... 193
4
VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY ..................................... 194
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5
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New Vehicle Receipt.............................................................................................. 194
4.1.1
Transportation Inspection ............................................................................ 194
4.1.2
Transportation Claim Damage – Claim Type 9T1 ....................................... 197
4.1.3
Warranty Claim Damage – Claim Type 910 ................................................ 199
4.1.4
Transportation Claims – Claim Type 9T1 .................................................... 200
4.2
Vehicle Inventory Storage/Maintenance.............................................................. 202
4.3
Customer Delivery ................................................................................................. 205
WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY ADMINISTRATION .. 206
5.1
Vehicle Eligibility ................................................................................................... 207
5.2
Inspection & Certification ..................................................................................... 207
5.2.1
WorldAuto Certified Pre-Owned Vehicle Certification Request ................... 208
5.2.2
Denial of Certification Request/Cancellation ............................................... 209
5.3
Warranty Initiation ................................................................................................. 209
5.4
CPO Warranty Fees ............................................................................................... 210
5.5
Administrative Fee for Non-Standard Parameters of the WorldAuto CPO
Program ................................................................................................................. 210
5.6
Customer/Dealer Deductible ................................................................................ 211
5.7
Warranty Transfer.................................................................................................. 211
5.8
Dealer Confirmation of Coverage ........................................................................ 211
5.9
Inquiries/Literature ................................................................................................ 212
5.10 Dealer Compliance with Federal Trade Commission Used Motor Vehicle Rule212
6
APPENDIX: WARRANTY STATEMENTS........................................................................ 213
6.1
6.2
6.3
New Vehicle Limited Warranty ............................................................................. 213
6.1.1
What is Covered .......................................................................................... 213
6.1.2
What is Not Covered ................................................................................... 214
Powertrain Limited Warranty................................................................................ 218
6.2.1
What is Covered .......................................................................................... 218
6.2.2
What is Not Covered ................................................................................... 219
Hybrid System Limited Warranty ......................................................................... 222
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6.4
6.5
6.6
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6.3.1
What is Covered .......................................................................................... 222
6.3.2
What is not covered ..................................................................................... 223
High-Voltage System Limited Warranty (All-electric models only) .................. 226
6.4.1
What is Covered .......................................................................................... 226
6.4.2
What is not covered ..................................................................................... 228
Limited Warranty Against Corrosion Perforation............................................... 231
6.5.1
What is Covered .......................................................................................... 231
6.5.2
What is Not Covered ................................................................................... 232
Federal Emissions Warranties ............................................................................. 234
6.6.1
General Warranty Information ..................................................................... 234
6.6.2
Federal Emissions Control System Defect Warranty .................................. 235
6.6.3
Federal Emissions Performance Warranty .................................................. 236
6.7
California Emissions Warranties ......................................................................... 241
6.8
Volkswagen Parts and Accessories Limited Warranty ...................................... 248
6.9
Replacement Muffler, Shock Absorber, Strut, Strut Insert ................................ 250
6.10 WorldAuto Certified Pre-Owned Limited Warranty ............................................ 252
INDEX ...................................................................................................................................... 256
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Policies and Procedures Manual | Definitions and Abbreviations
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DEFINITIONS AND ABBREVIATIONS
DEFINITIONS AND ABBREVIATIONS
AIAG
BBB
Automotive Industry Action Group
Better Business Bureau
CARB
CFR
California Air Resources Board
Code of Federal Regulations (U.S.)
CPO
Certified Pre-Owned
Customer/Owner
Volkswagen product owner
Dealer(ship)
Authorized Volkswagen Dealer or Authorized Service Center
Electronic Control Module
EPA
Environmental Protection Agency
ERO
FOM
GF
GFF
HAZMAT
MAT
MIL
MY
NHTSA
NVLW
PDC
PDI
QTM
R.O.
SRT
STI
TCM
Electronic Repair Order
Fixed Operations Manager
Guided Functions
Guided Fault Finding
Hazardous Material
Minimum Allowed Thickness
Malfunction Indicator Lamp
Model Year
National Highway Traffic Safety Administration
New Vehicle Limited Warranty
Parts Distribution Center
Perfect Delivery Inspection
Quality Technical Manager
Repair Order
Suggested Repair Times
Subject to Inspection
Transmission Control Module
U.S.
United States of America and its territories
VCOP
Volkswagen Castrol Oil Program
VIN
Vehicle Identification Number
Volkswagen
VWoA
VWGoA
WFM
Volkswagen of America, Inc. an operating unit of Volkswagen Group of
America, Inc. ("Volkswagen of America, Inc.”)
Volkswagen of America, Inc.
Volkswagen Group of America, Inc.
Warranty Field Manager
WISE
Warranty Information and Service Evaluation website
WPRC
WPP
Warranty Parts Return Center
Warranty Parts Portal
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Policies and Procedures Manual | Commonly Used Phone Numbers
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COMMONLY USED PHONE NUMBERS
COMMONLY USED PHONE NUMBERS
Accounts Receivable:
1-905-428-6700
Automotive Warranty Services:
(formerly Ryan Warranty Services)
1-800-909-7926
Customer CARE Center:
1-800-822-8987
NAVTEQ
1-888-628-6277
Roadside Assistance:
1-800-411-6688
Systems Help Desk:
1-866-892-3375
Technical Assistance:
1-800-678-2389
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TSB/Document ID: VW WPP 06 2016
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MFR Communication Date: 2016-06-30
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Communication Type: Service Bulletin/Repair Instructions
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