3.24

EXPORTED AND IMPORTED VEHICLES

3.24.1

EXPORTED VEHICLES/WARRANTY OUTSIDE OF THE UNITED STATES
If a United States Volkswagen vehicle is brought to an authorized Volkswagen dealer outside the
United States, including its territories, all United States warranties will not apply. Defects in material or
workmanship will be corrected only under the terms of the warranty for new Volkswagen vehicles in
effect in that country (except Canada).
VWoA is provided with VINs by the U.S. Department of Commerce for vehicles that are exported to
other countries. When this information is received, the Volkswagen Vehicle Data File is coded to
STOP the processing of all warranty claims or campaigns.
ElsaPro contains information that identifies the vehicle with a STATUS CODE "E" / Exported Vehicle.
Exported vehicles do not have warranties covered by VWoA.
UNITED STATES VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING IN CANADA
If a United States Volkswagen vehicle requires warranty repairs while travelling in Canada, the repair
should be performed by an authorized Volkswagen dealer. If the vehicle is within the United States
warranty, Canadian dealers can submit a warranty claim. As of MY09, proof of United States
residence is required. If the Canadian dealer cannot submit the warranty claim, the customer may be
asked to pay for the repair. On the customer's return to the United States, they should present the
invoice to a United States Volkswagen dealer, who should submit a claim on their behalf and obtain
reimbursement for them.
CANADIAN VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING IN THE UNITED STATES
If a Canadian Volkswagen vehicle requires warranty repairs while travelling in the United States, the
repair should be performed by an authorized Volkswagen dealer. If the vehicle is within the Canadian
warranty, United States dealers can submit a warranty claim. As of MY09, proof of Canadian
r0esidence is required. If the United States dealer cannot submit the warranty claim, the customer
may be asked to pay for the repair. On the customer's return to Canada, they should present the
invoice to a Canadian Volkswagen dealer, who should submit a claim on their behalf and obtain
reimbursement for them.

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Policy Application from A to Z | Glass

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UNITED STATES VEHICLES REQUIRING WARRANTY REPAIRS WHILE TRAVELLING OUTSIDE THE UNITED
STATES OR CANADA
 Should warranty repairs be necessary while an owner is temporarily traveling abroad, and the
repairs are covered under VWoA warranties, but not under the warranties offered in the country
the owner is visiting, payment for the repairs may be required of the owner.
 Signed repair orders and/or bills covering the repair may be submitted to Volkswagen Customer
CARE for review of possible reimbursement after the warranted repair is completed, or to the
Dealership upon returning to the United States.

3.24.2

IMPORTED VEHICLES WITHOUT UNITED STATES SPECIFICATIONS
Vehicles without United States specifications that are sold in foreign countries and imported to the
United States will be covered under the terms of the warranties provided by Volkswagen for the
country that the vehicle was originally specified for (except Canada). VWoA is not the warrantor of
those products. As a courtesy, VWoA will process warranty claims submitted by its dealers who
perform the warranty service. The dealer must contact Volkswagen Warranty prior to performing any
repairs. Volkswagen Warranty will determine warranty eligibility and coverage based upon the
vehicle's country of origin, model year, and current mileage/km. Warranty claims will be processed
manually by Volkswagen Warranty.
Mail the request for reimbursement and the following documents to Volkswagen Warranty.
 Copy of the warranty voucher from the Warranty and Maintenance booklet with VIN, name, and
address of the vehicle owner.
 Original repair order /sublet bill
 Technician's punch time from back of the hard copy of the repair order
 Import documents
Cost for eligible claims will be reimbursed to the dealer by electronic funds transfer (EFT). Parts are
subject to submission request and should be retained until the claim has paid.

3.25

GLASS
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).
Glass is covered under the NVLW for manufacturing defects only. Stone chips in the glass are not
covered.

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Policy Application from A to Z | Headphones, Unwired (Routan)

3.26

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Page 125

HEADPHONES, UNWIRED (ROUTAN)
Routan unwired headphones are not covered under the NVLW. Unwired headphones are warranted
by their respective headphones manufacturer.

3.27

LEMON LAW – STATE LEMON LAW HEARINGS AND ARBITRATION
HEARINGS
FOM/TECHNICIAN HELPLINE INVOLVEMENT
 If a customer has been in twice for the same repair or has 2 days down time, please inform your
FOM AND the Technician Helpline promptly.
 Failure to inform your FOM and the Technician Helpline could result in a warranty review and
possible dealer charge-back for warranty claims or repurchase/replacement. Please review this
procedure with your FOM.
REPAIR ORDERS
 Write "Car is operating according to manufacturer's specifications" when addressing a service
issue where the complaint cannot be duplicated.
− Do not write "Could not duplicate problem" on the R.O. because that statement may
inaccurately suggest that a problem actually does exist.
 If parts are changed when unable to duplicate, the R.O. should state: "Even though we could find
no problem with alternator (or whatever part applies), we replaced for diagnostic purposes."
 R.O.'s must state the components tested and the tests performed on the vehicle.
 Use actual in date/out date on R.O.'s. Do not use the invoice date. Using the actual in date/out
date ensures accuracy in tracking days down under the Lemon Law.
HEARINGS
 Upon request, Service Managers/Service Directors must be present at hearings. Arbitrators want
to hear from the person who repaired the car.
 Preparation for hearings is important for Service Managers/Service Directors. Questions to
Service Managers/Service Directors should be answered in a clear and concise manner.
 Service Manager/Service Director should not state that problem "could not be duplicated." This
statement may inaccurately suggest that a problem does exist. Service Manager/Service Director
should be confident and confirm his technical expertise and background.
 Statements in cases involving customer abuse or modification cases must be direct and to the
point.
 Dealers should not give customers letters making statements about vehicle repairs.

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Policy Application from A to Z | Loaner Vehicles

3.28

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Page 126

LOANER VEHICLES
VW CUSTOMER MOBILITY PROGRAM LOANER VEHICLE POLICY - EFFECTIVE JANUARY 13, 2016 RECEPTION
DATE
Dealers enrolled in the VW Customer Mobility Program (VWCMP) are eligible to receive up to a
maximum of $35 per day loaner expense reimbursement for the number of days necessary to
complete the repair when customers are provided loaner vehicles on "qualifying repairs" (defined
below).
Vehicles Eligible for Reimbursement
 All active VWCMP vehicles
 If a VWCMP vehicle is not available AND the Dealer is at or above their VWoA defined maximum
fleet then a Volkswagen branded vehicle obtained from a daily rental agency is eligible
QUALIFYING COVERAGE
Qualifying coverage is defined as a repair within the terms of one of the following:
 New Vehicle Limited Warranty (including paint)
 Powertrain Limited Warranty
 A Volkswagen Limited Extension Warranty that extends the New Vehicle Limited Warranty (claim
type 110) or the Powertrain Limited Warranty (claim type 1PT)
 A Campaign service (Recall, Service Action, Customer Satisfaction Campaign) or Update
Exclusion
Loaner vehicles are NOT eligible for reimbursement if provided during the Limited Warranty
Against Corrosion Perforation, Emissions Warranties, Volkswagen Parts and Accessories
Warranty, Scheduled Maintenance Services, a Volkswagen Limited Extension Warranty that
extends a warranty other than the New Vehicle Limited Warranty or Powertrain Limited Warranty
(for example an Emissions warranty extension)
QUALIFYING REPAIR DEFINITION
A qualifying repair is defined as one of the following occurrences:
 A Qualifying Coverage (see paragraph above) repair that requires 3.0 hours or more of labor per
repair order (total of eligible claim lines)
 A breakdown renders the vehicle inoperative or unsafe and occurred at a time which did not allow
the dealer to schedule the repair for completion that same day
 The repair cannot be completed on the same day because a part needed is not in dealer
inventory. This applies only in those cases where parts are:
− On Emergency Order or RED Order. In cases where the PDC cancels a RED Order due
to the fact that a part in transit would arrive quicker than if the part was placed on Red
Order, supporting documentation such as screen print sustaining the RED Order
cancellation will serve as acceptable documentation.
− A Volkswagen back-order part to its Dealers
 The vehicle was towed to the dealership due to the failure of a component covered by a qualified
warranty including situations where the warranty repair or replacement can be completed the
same day

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Policy Application from A to Z | Maintenance

Page 127

Exclusion
Rental Fleet, Driver Education, and vehicles in dealer and VWoA service are NOT eligible
Important: For Puerto Rico dealers, loaner vehicles may be provided to customers in accordance
with the laws applicable in the Commonwealth of Puerto Rico.
DOCUMENTATION
The dealer must retain all required documentation to justify a loaner vehicle, including, but not limited
to, the following:
 A copy of the loaner agreement with the customer. The following is the minimum information to be
recorded:
− Volkswagen loaner vehicle model year, model, and VIN
−
−
−

Date and time in and out
Total number of days of loaner reimbursement requested
Repair order number

− Customer name, address and signature
 The on/off punch time(s) of eligible repair(s) and the open-close date of the repair order must
correspond to the amount of days for which the loaner is claimed
 The VIN of the VWCMP vehicle or the VW rental that has been provided to the customer must be
entered in the first 17 characters of the “Comment” field in the SAGA claim
CLAIM PROCESSING
A new claim line is to be added to the repair order for the loaner vehicle reimbursement

3.29

MAINTENANCE

3.29.1

GENERAL
Customer requests for warranty assistance may not be denied because of a missing Warranty and
Maintenance booklet. A replacement booklet should be obtained and provided to the owner.
Warranty coverage does not apply to malfunctions resulting from improper or inadequate
maintenance.
MAINTENANCE PERFORMED BY OTHER THAN AUTHORIZED VOLKSWAGEN DEALERS
A record must be kept, along with dated bills, of all maintenance performed as proof that the
maintenance was performed when required.
Volkswagen will not reimburse owners for No Charge Scheduled Maintenance services that were not
performed by an authorized Volkswagen dealer.

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Policy Application from A to Z | Maintenance

3.29.2

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VOLKSWAGEN CAREFREE MAINTENANCE PROGRAM
THE CAREFREE MAINTENANCE PROGRAM APPLIES EXCLUSIVELY TO 2009 - 2015 MODEL
YEAR VEHICLES
For model year 2015 an administrative fee does not apply.
For model years 2009 – 2014 an administrative fee to the Dealership associated with each
manufacturer required scheduled maintenance interval claim will be charged to the Dealership's Parts
Account as follows:
–
–

For all vehicles except Routan: $21.00
Routan: $10.50

Refer to ElsaPro for current labor operations and Suggested Repair Times (SRT).
MODEL YEAR 2015 VEHICLES
 Coverage includes the manufacturer's required scheduled maintenance services listed in the
maintenance section of the Warranty and Maintenance booklet for:
– 15 months or 15,000 miles, whichever occurs first, from the vehicle's in-service date for
all vehicles
MODEL YEAR 2014 VEHICLES
 Coverage includes the manufacturer's required scheduled maintenance services listed in the
maintenance section of the Warranty and Maintenance booklet for:
–
–

27 months or 25,000 miles, whichever occurs first, from the vehicle's in-service date for
all vehicles except Routan
Model Year 2014 Routan vehicles are not eligible for Carefree Maintenance

MODEL YEAR 2013 VEHICLES
 Coverage includes the manufacturer's required scheduled maintenance services listed in the
maintenance section of the Warranty and Maintenance booklet for:
–
–

39 months or 36,000 miles, whichever occurs first, from the vehicle's in-service date for
all vehicles except Routan
Model Year 2013 Routan vehicles are not eligible for Carefree Maintenance

MODEL YEAR 2009 – 2012 VEHICLES
 Coverage includes the manufacturer's required scheduled maintenance services listed in the
maintenance section of the Warranty and Maintenance booklet for:
–
–

39 months or 36,000 miles, whichever occurs first, from the vehicle's in-service date for
all vehicles except Routan
3 years or 36,000 miles, whichever occurs first, from the vehicle's in-service date for
Routan

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CAREFREE MAINTENANCE PROGRAM ELIGIBILITY VERIFICATION
Carefree Maintenance Program eligibility must be verified by reviewing the maintenance section of the
Warranty and Maintenance booklet, the vehicle's Service History in ElsaPro, and that the model and
model year of the vehicle is eligible for Carefree Maintenance.
CAREFREE MAINTENANCE PROGRAM MANUFACTURER REQUIRED SCHEDULED MAINTENANCE INTERVALS
Refer to the latest maintenance schedule information on ElsaPro/ServiceNet under Owner's Manual
and Maintenance for maintenance/lubrication interval details.
MISSED MAINTENANCE SERVICES
Volkswagen recommends that the customer have maintenance services performed at the scheduled
time or mileage, however, if a maintenance service is missed, it need not be "picked up" later. Instead,
Volkswagen dealers should perform the most appropriate service upon considering the vehicle's age
and mileage driven. Reimbursement for the missed service will not be provided.
DEALER REQUIREMENT TO STAMP THE MAINTENANCE SECTION OF THE WARRANTY AND MAINTENANCE
BOOKLET
It is the servicing dealer's responsibility to stamp the maintenance section of the Warranty and
Maintenance booklet in the correct place once the maintenance service is completed. Carefree
Maintenance Program services will be paid by Volkswagen one time only; disputes between dealers
must be settled between the two service departments involved.
 Failure to stamp the booklet may result in non-payment of a Carefree Maintenance Program
service, as any maintenance service performed twice will have to be discussed and resolved
between the two dealerships involved. After the matter is resolved, the erring dealer should
contact Volkswagen Warranty, in writing, so appropriate corrections can be performed. If the
customer has lost the booklet, it is the dealer's responsibility to provide a new booklet and bring it
up to date with any completed services. The service performed may not be entered into the SAGA
system until the book is stamped.
CAREFREE MAINTENANCE PROGRAM CLAIM TYPE AND DOCUMENTATION
Carefree Maintenance Program claims are subject to the same documentation and retention
requirements as warranty claims. Maintenance claims that are not properly documented and retained
will be subject to debit.
 Carefree Maintenance Claim Type: 1MA
WHERE TO GO FOR CAREFREE MAINTENANCE PROGRAM SERVICE
Carefree Maintenance Program service can be honored by any authorized Volkswagen dealer in the
United States (including its territories).
For owners traveling in Canada, Carefree Maintenance Program service should be performed by an
authorized Volkswagen dealer. If the vehicle is eligible for Carefree Maintenance Program service,
Canadian dealers can submit a maintenance claim. As of MY09, proof of United States residence is
required. If the Canadian dealer cannot submit a maintenance claim, the owner may be asked to pay
for the repair. Upon the customer's return to the United States, the customer may present their invoice
to a United States Volkswagen dealer, who should submit a claim on their behalf and obtain

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reimbursement for them. Volkswagen will only reimburse owners for maintenance service performed
by an authorized Volkswagen dealer.
If a Volkswagen vehicle is brought to an authorized Volkswagen dealer outside the United States
(including its territories), the Carefree Maintenance Program does not apply [except for owners
traveling in Canada as explained in this section].
TOTAL LOSS VEHICLES
Carefree Maintenance Program service is not applicable on total loss vehicles.
OTHER TERMS
The Volkswagen Carefree Maintenance Program is a program providing for scheduled maintenance at
no additional cost to the customer, and is not part of the vehicle’s Volkswagen New Vehicle Limited
Warranty.

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

3.29.3.1

CAREFREE MAINTENANCE COVERAGE FOR INTERIM OIL CHANGES FOR 2009 – 2015 MY
VOLKSWAGEN TDI® ENGINE VEHICLES (WITH ENGINE CODES CATA, CBEA, CJAA, CKRA, OR
CNRB) REGISTERED IN THE STATES OF ILLINOIS AND MINNESOTA ONLY
IMPORTANT!
Due to Illinois state tax incentives for biofuels and Minnesota state regulations regarding biofuels,
biodiesel blends of B5 or less may not be available in Illinois and Minnesota. Volkswagen will continue
to honor the terms and conditions of Volkswagen Limited Warranties that came with these vehicles.
Biodiesel blends (up to B20) may be used in 2009 – 2015 MY Volkswagen TDI® engine vehicles (with
engine codes CATA, CBEA, CJAA, CKRA, or CNRB) registered in the States of Illinois and Minnesota.
Biodiesel can attract water and also deteriorate with age. Small amounts of biodiesel can get into the
engine oil, but unlike petroleum diesel, it does not evaporate over time. This can cause the oil level in
the engine to rise and can affect the quality of the oil.
Customers are being advised to routinely check the engine oil level. A good time to do this is when the
customer refuels, especially if the customer regularly does a lot of short distance or stop-and-go
driving. This will help the customer see if the engine oil level is getting higher. (A rising oil level beyond
the maximum indicator means an oil change is needed due to the dilution of the oil in the system; a
potential characteristic of biodiesel use.) Customers’ should see the Owner’s Manual for additional
information on checking the engine oil level in their vehicle.
If a customer ever notices that the engine oil level has risen or is above the maximum indicator, the
customer should contact an authorized Volkswagen dealer or Volkswagen Customer CARE to

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