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Policy Application from A to Z | Main Wiring Harness

Page 131

schedule an oil change – regardless of the time or mileage that has elapsed since the vehicle last had
an oil change performed.
IMPORTANT!
If the oil level is getting higher due to biodiesel fuel use, the oil change will be covered under Carefree
Maintenance even if the vehicle has not yet reached the official oil change interval (as specified in the
maintenance booklet) – provided that the vehicle is within the time/mileage limits of the Volkswagen
Carefree Maintenance Program.
Customers should continue to follow the oil change intervals found in the maintenance booklet that
came with the vehicle, and only use engine oil that expressly complies with Volkswagen quality
standard VW 507 00.
Customers should refuel only at trusted, commercial fueling stations that are located near main
highways. These stations are more likely to have “fresh” biodiesel fuels that have not aged
significantly.
When the vehicle will be in storage (or not driven) for several weeks or months, Volkswagen
recommends that the customer completely fill the fuel tank. If possible, fill the tank with Ultra Low
Sulfur Diesel fuel (ASTM D975 standard Grade No. 2 D S15).
VEHICLE ELIGIBILITY
To substantiate that an Illinois-registered or Minnesota-registered 2009 – 2015 MY Volkswagen TDI®
engine vehicle (with engine code CATA, CBEA, CJAA, CKRA, or CNRB) is eligible for interim oil
change coverage under Carefree Maintenance, attach a copy of the Illinois or Minnesota vehicle
registration to the repair order.
SAGA WARRANTY CLAIM TYPE AND SERVICE NUMBER
Dealers must use the following claim type and service number when submitting claims for a subject
vehicle requiring an interim oil change under Carefree Maintenance due to the dilution of the oil in the
system (a potential characteristic of biodiesel use).
 Claim Type:
1MA
 Service Number:
0305

3.30

MAIN WIRING HARNESS
Main wiring harness replacements require review and approval by the Dealer Technician's Helpline.
The VTA case number must be included in the Comments field of the warranty claim.

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Policy Application from A to Z | Mediation/Arbitration Programs/Special Extensions

3.31

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Page 132

MEDIATION/ARBITRATION PROGRAMS/SPECIAL EXTENSIONS
UNITED STATES BBB MEDIATION/ARBITRATION PROGRAM
The BBB AUTO LINE program offers two approaches to dispute resolution:
Mediation is a process by which an impartial person employed by the BBB makes recommendations to
the parties for a satisfactory resolution. Customers do not have to participate in mediation if they would
rather proceed immediately to arbitration.
Arbitration is the process by which an impartial person makes a decision on the customer's complaint.
The arbitrators are not connected with the automobile industry and serve on a voluntary basis.
Customers wishing to utilize the mediation and arbitration services offered (free of charge to the
customer) by BBB AUTO LINE should call 1-800-955-5100.
SPECIAL EXTENSIONS
In individual cases, VWoA may provide a retail customer with a letter granting a warranty extension
beyond the normal limitations. The letter assigning an extension number will be issued by the
Volkswagen Customer CARE Center.
When the dealership submits a warranty claim for a vehicle covered by a warranty extension it must:
 Enter the extension number in the Comments section of the claim.
 Use claim type 210 and receive authorization as usual (or be a current self-authorizing
dealership).

3.32

MUFFLERS – VOLKSWAGEN LIMITED LIFETIME WARRANTY

3.32.1

LIMITED LIFETIME WARRANTY FOR VOLKSWAGEN REPLACEMENT
MUFFLERS, SHOCK ABSORBERS, STRUTS AND STRUT INSERTS
LIMITED LIFETIME WARRANTY FOR VOLKSWAGEN REPLACEMENT PARTS
START OF COVERAGE

PART COVERED

Purchase date of
5/91 or later

Mufflers, shock
absorbers, struts,
strut inserts

COVERAGE

TIME LIMITS

Covers part only after 12/12
(no labor). Available for the
original part purchaser.

Unlimited
time/mileage

WHAT IS REQUIRED TO FILE A CLAIM
 In order to make a claim under the warranty set forth on the reverse side of the Warranty
Certificate, the claimant must present the properly completed Certificate along with their proof of
purchase (dated invoice or repair order), and proof of current vehicle registration to the original
place of purchase, or to any authorized Volkswagen Dealer in the United States.

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Policy Application from A to Z | Odometer Replacement

Page 133

CLAIM PROCEDURE
 To process a Lifetime Warranty Claim, utilize Parts on Command (not SAGA).
 For questions regarding claim submission, refer to your Volkswagen Parts Managers' Handbook,
Claim Section for details.
See 6.9 Replacement Muffler, Shock Absorber, Strut, Strut Insert and 2.3.4 Documentation for Parts
Warranty Claims.

3.33

ODOMETER REPLACEMENT
Federal Regulations allow the replacement speedometer (odometer) to be set to the true vehicle
mileage or to zero miles. If set to zero miles, Federal law requires that a label be affixed to the left Bpillar (near the Safety Certification Label) of the vehicle specifying:
 Actual vehicle mileage before the speedometer replacement. In cases where the odometer has
been inoperative for a period of time, Federal law mandates that the label state "actual mileage
unknown".
 Date of the speedometer replacement.
SERVICE
A speedometer replacement label is included with replacement speedometers.
 Fill out the label completely and affix to the left B-pillar (near the Safety Certification Label).
 Fill out the speedometer replacement section of the vehicle Warranty and Maintenance booklet
completely (including the dealer stamp) for warranty record purposes.
If a label is not included with the replacement speedometer, order labels through your Parts
Distribution Center (PDC) using Part No: W55SPEEDOLABEL (quantity 1 = 50 labels).
CONNECTICUT REGULATIONS
Connecticut is unique in requiring that a replacement speedometer (odometer) must be set to the
actual mileage shown on the odometer at the time of replacement.
SERVICE FOR VEHICLES IN THE STATE OF CONNECTICUT
Dealer must Fax (on dealer letter head) to his facing Parts Distribution Center (PDC): the Dealer
Number, the Part Number, VIN, Customer name, and mileage to be set. Also, state whether the repair
is warranty or non-warranty. The correct mileage will be set prior to shipment of the speedometer to
the dealer. A "RED" order will be placed with Germany or VDO depending on type.
 Note: Since speedometers and clusters with mileage are not returnable, care should be taken to
order the correct part number and accurate mileage.

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Policy Application from A to Z | Oil Quality Standards (Engine Oil)

3.33.1

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ALTERED ODOMETER READING
All Volkswagen warranties do not cover repairs on a Volkswagen vehicle on which the odometer has
been altered or on which the actual mileage cannot readily be determined. If the speedometer unit is
replaced, a "Speedometer Replacement Record" must be filled out by an authorized Volkswagen
dealer.

3.34

OIL QUALITY STANDARDS (ENGINE OIL)
ENGINE OIL REQUIREMENT FOR ALL VOLKSWAGEN VEHICLES
When performing repairs, scheduled maintenance or other service to Volkswagen vehicles that require
the addition of engine oil, whether topping off or doing a complete oil change, dealers must use engine
oil that meets Volkswagen oil quality standards. Lists of these oils appear in Technical Bulletin
Instance Number 2012855 on ElsaPro.

3.35

PAINT AND CORROSION 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).
Also see: 1.2.5 Limited Warranty Against Corrosion Perforation
PAINT AND CORROSION REPAIRS
NVLW: Paint is covered for manufacturing defects only. Stone chips in the paint (and resultant rust on
the metal), and blemishes due to environmental influences are not covered.
Corrosion is covered for manufacturing defects only. Stone chips in the paint (and resultant rust on the
metal), rust or corrosion due to body panel chafing, and blemishes due to environmental influences
are not covered.
PAINT/CORROSION POLICY REQUIREMENTS
 All paint/corrosion repairs must be pre-authorized. Verification of warranty coverage is obtained by
completing the Warranty Repair Acceptance Process on WISE (in the Operations section) with the
following exceptions:
− Paint/corrosion issues addressed through an applicable technical bulletin, or
− Paint/corrosion repairs under 50 time units
 WISE requests for verification received after repair completion will not be accepted.
 WISE requests for verification must contain the required digital images in order to be accepted.
 Additional damage found during the repair requires re-authorization by submitting an amended
request on WISE.

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Policy Application from A to Z | Paint and Corrosion Repairs

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 All paint/corrosion repairs must be undertaken no later than 60 days after authorization.
 Each component repaired must be claimed on a separate claim line (for example, the hood and
hatch must be claimed separately even if repaired at the same time).
 Paint/corrosion repairs must be claimed as a sublet repair.
 Failure to provide any/all of the required digital images and/or documents may result in denial of
the warranty claim when submitted.
CLAIM DOCUMENTATION REQUIREMENTS SPECIFIC TO PAINT/CORROSION REPAIRS
The following items are mandatory warranty claim documentation requirements for all paint/corrosion
claims.
 A complete and detailed repair estimate, including part numbers for all parts being replaced. The
estimate must be emailed to paintcamp@vw.com or faxed to 248-754-6501.
 Digital images, with the following specifications: (Vehicle must be clean and dry for all digital
images).
− Clear digital images of the affected area(s)

1

2

3

Digital images of the affected area should be captured in a 3-stage setting as shown in red above.

−

Clear digital image of the VIN plate (from the base of the windshield)
4
VIN Plate

 After receiving the notification from the Warranty Repair Acceptance process on WISE that the
repair is “Accepted” as warrantable, the dealer must email the body shop estimate to
paintcamp@vw.com. Within 2 business days from receipt of the documentation, Volkswagen
Warranty will provide a response to the dealer, containing the description of verified work, labor
operations to claim in SAGA/2 and the approved claim amounts for the repair.
 Once the repair is completed, submit the SAGA/2 claim and send the final repair order and body
shop invoice to paintcamp@vw.com.
PAINT DAMAGE INFORMATION
 Claim Type: 150 or 950 (Before delivery)
 Service Number: Appropriate code for part being painted

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Policy Application from A to Z | Parts – Damaged Parts

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 Damage Code: Describe the type of defect. The range of these codes is 0067 through 0087
 Damage Location: Appropriate location for Service Number
 Removed Part: Same as damage location
 Outside Labor Operation:
See SAGA – Outside Labor Operations document on WISE under Resource Center > Claim Input
Assistance > Claim Coding Assistance.
CORROSION DAMAGE INFORMATION
 Claim Type: Use claim type 160 for claims within the NVLW period as well as for claims outside
the NVLW period
 Service Number: Appropriate code for body panel repaired
 Damage Code: 0003
 Damage Location: Appropriate location for Service Number
 Removed Part: Same as damage location
 Mark "labor" as causal
See SAGA – Outside Labor Operations document on WISE under Resource Center > Claim Input
Assistance > Claim Coding Assistance.
ADDITIONAL RESOURCES
 Paint & Corrosion Guidelines & Claim Coding Manual available in the WISE Resource Center
under Dealer Processes & Guides > Paint/Corrosion
 Paint and Corrosion Repair Claim Requirements Checklist, available in the WISE Resource
Center under Forms > Paint/Corrosion
 Warranty Coaching Sessions are also available to support dealer personnel; contact the Warranty
Helpline to schedule a session (located in vwhub.com > VW Websource)

3.36

PARTS – DAMAGED PARTS
CLAIMS FOR PARTS FOUND TO BE DAMAGED BEFORE INSTALLATION OR SALE OVER-THE-COUNTER
 Parts and accessories damaged (not defective) before installation or sale over-the-counter, are
not to be submitted under warranty, rather, they are to be processed through the established
Facing Parts Distribution Center (PDC) claim procedure system for return or claimed with
delivering carriers at time of receiving. Damage is anything caused by outside influence and other
than a manufacturing defect. For example, damaged seals, gaskets, wheels, windshields, dented
sheet metal on hoods, fenders or doors and broken headlight glass that was damaged and
received from any of the Parts Distribution Centers. It is the dealer's responsibility to inspect all
components for damage prior to installation or sale to a customer. Refer to the Parts Managers'
Handbook, Claim Section for details.
 Parts which are damaged in inventory are not a warranty matter.
 If a component mating surface is found to be warped, scratched, eroded, pitted, etc., do not install
a seal or gasket without addressing the defective part. If the mating surface can be repaired

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Policy Application from A to Z | Parts – Genuine Parts

Page 137

economically while ensuring that the repaired part is within factory specifications, perform the
repair to resolve the complaint/failure to insure that it is fixed right the first time. The Dealer must
insure that parts in Dealer stock are protected against damage.
 As a general rule, any part with visible damage (not a defect), such as a tooth chipped from a gear
or a cracked tail light lens, etc., should be processed through the established Facing PDC claim
procedure system for return or claimed with delivering carriers at time of receiving. Refer to the
Parts Managers' Handbook, Claim Section for details.
 Under no circumstance should a warranty claim be processed to obtain reimbursement for a
visibly damaged or incorrectly shipped part. Contact your Facing PDC if you have questions
regarding damaged parts.
 Any wrongly picked, labeled, or packaged parts are processed through the established Facing
PDC claim procedure system for return. Refer to the Parts Managers' Handbook, Claim Section
for details.
 Parts incomplete or incorrect in a kit, e.g., two left brake pads instead of a right and a left, should
be processed through the established Facing PDC claim procedure system for return. Refer to the
Parts Managers' Handbook, Claim Section for details.
 When a Dealer receives the incorrect part from Volkswagen, the part should be processed
through the established Facing PDC claim procedure system for return. Refer to the Parts
Managers' Handbook, Claim Section for details.
 Volkswagen Boutique or gift items (such as watches, pens, shirts, sweaters, remote control toys,
etc.) are not warranty matters to be processed via the SAGA system, and must be handled by the
supplier. Some exceptions such as remote control toys, pens, etc. that are ordered and invoiced
through your Facing PDC can be processed through your Facing PDC. When in doubt, contact
your Facing PDC.
 Special tools are not considered a warranty matter. Please direct inquiries to Equipment Solutions
by calling 800-892-9650.
CLAIMS FOR PARTS FOUND TO BE DEFECTIVE
Sold over-the-counter parts that are determined to be defective from the manufacturer should be
submitted as a 131 claim type in the SAGA system. Example: Parts that are blemished or headlights
where the electrically welded seam prematurely fails causing the lens to break away from the housing.
Dealer installed parts that subsequently fail should be submitted through the SAGA system as a 110
claim type if the vehicle is within the NVLW or 121 claim type if the vehicle is outside the NVLW
period.

3.37

PARTS – GENUINE PARTS
GENUINE VOLKSWAGEN PARTS FOR WARRANTY REPAIRS
Genuine Volkswagen parts are new or factory remanufactured replacement parts, accessories, and
optional equipment for use in the service or repair of Volkswagen vehicles if such parts, accessories
and optional equipment are supplied by and purchased from VWoA.

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Genuine Volkswagen parts are required to be used for all repairs done at Volkswagen's expense and
pursuant to Volkswagen's warranties covering the vehicle and Volkswagen's warranties covering
replacement parts, accessories and optional equipment supplied by and purchased from VWoA.
Non-genuine parts may be used for warranty repairs only if the warranty work is eligible for sublet to
an independent repair facility and the required parts are not in the Volkswagen parts program.
Except as noted above, VWoA will not reimburse the cost of non-genuine parts used for Volkswagen
warranty repairs.
DISCLOSURE
In the event that non-genuine parts are used for warranty repairs, disclosure must be made to the
customer that Volkswagen's Limited Warranty for New Vehicles and Volkswagen's Limited Warranty
for Parts and Accessories do not apply to the parts installed as part of the warranty repair. This could
be accomplished by the use of a stamp or a handwritten notation on the customer's repair order, such
as: "Non-genuine parts not warranted by VWoA" or "Non-genuine parts and labor warranted by
Dealer for __________ months or ___________ miles. Required parts are not in the Volkswagen of
America, Inc. parts program. The Volkswagen Dealer Agreement provides that dealers will use their
best efforts to promote the sale of Genuine Volkswagen Parts.
VOLKSWAGEN DEALER AGREEMENT
The Volkswagen Dealer Agreement provides that dealers may not sell any parts which are not
equivalent in quality and design to genuine Volkswagen parts if the parts are necessary to the
mechanical operation of Volkswagen automobiles.
The Volkswagen Dealer Agreement also provides that Volkswagen dealers will not represent to their
customer as genuine Volkswagen parts any parts which are not new or factory remanufactured
genuine Volkswagen parts.
To the extent that Volkswagen owners have the expectation that genuine Volkswagen parts have been
used in the repair of their automobile and non-genuine parts have in fact been used, the Volkswagen
Dealer Agreement provides that the customer be advised of that fact.
REMANUFACTURED PARTS USE
The use of new or factory remanufactured parts for warranty repairs is mandatory. Dealers must use
factory remanufactured parts within 6 months after introduction of the remanufactured part by the
VWoA Parts Division.
NEW PARTS
Repairs performed on vehicles prior to being placed in-service must be completed utilizing new parts.
Remanufactured parts may not be used on such vehicles.
 New parts can be special ordered as needed.
 The comments section of the warranty claim must indicate the use of a new part, i.e. new vehicle
in stock - replaced with new part number.

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