Policy Application from A to Z | Warranty Repair Acceptance Process in WISE

3.64

NEXT PAGE
Page 192

WARRANTY REPAIR ACCEPTANCE PROCESS IN WISE
There are certain vehicle repairs that require a technical assessment be performed to determine if the
repair is warrantable. Currently, these repairs are:
1. Convertible Top
2.
3.
4.

Clutch Disc [Excludes Direct Shift Gearbox (DSG)]
Window/Sunroof Glass
Paint

5.

Corrosion

Dealers submit and track technical assessment requests online using the Warranty Repair Acceptance
(WRA) process in the WISE Operations section.
For the above-listed repairs, warrantability must be determined by the QTM Team using the Warranty
Repair Acceptance process in WISE, prior to starting the repair.
 Digital images are required for all technical assessments and must be attached to the WRA
Request submitted for processing.
 For all WRA Requests that are "Accepted" by the QTM Team, the "Acceptance Code" generated
from WISE must be entered in the beginning of the Comment field in the SAGA claim.
Note: An "Accepted" decision on a WRA Request indicates that the repair may be submitted for
reimbursement. It does not indicate automatic approval of the SAGA claim. SAGA claims must meet
published policy and claim coding requirements to be accepted for processing.
 Warranty Repair Acceptance is NOT an authorization or approval of a SAGA claim entered by a
Dealer.
Instructions for using the Warranty Repair Acceptance process in the WISE Operations section are
available in the WISE Resource Center under Dealer Processes & Guides > Warranty Information and
Service Evaluation (WISE) > Warranty Repair Acceptance Process Guide for Dealers.

3.65

WEAR AND TEAR COVERED COMPONENTS – NVLW
See section 1.2.1.1 Wear and Tear Covered Components - NVLW.

3.66

WHEEL ALIGNMENT AND BALANCE
NVLW
Wheel alignment* (except for Touareg) and balance* will only be accepted under warranty when the
repair is made during the PDI. Once a vehicle has been delivered or put in use, alignment* (except for
Touareg) and balancing* will not be considered under the terms of the New Vehicle Limited Warranty
unless required in conjunction with a warrantable repair.

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

NEXT PAGE

PREVIOUS PAGE

Policy Application from A to Z | Wiper Blades

Page 193

*Exception: Wheel alignment and tire balance will be covered when required to correct a defect in
manufacturer's material or workmanship present at the time of delivery of the vehicle to the original
purchaser or the original lessee; or if the vehicle is first placed in service as a "demonstrator" or
"company car" on the date such vehicle is first placed in service.
Touareg wheel alignment:** Wheel alignment on all model year Touareg vehicles is allowed only
once between 1,000 miles and 6,000 miles in service, if supported with a customer concern. Touareg
alignment is not allowed during PDI. After one wheel alignment or 6,000 miles, whichever occurs first,
any subsequent need for wheel alignment will be considered a customer pay item unless required in
conjunction with a warrantable repair. The before and after alignment specifications' printout must be
attached to the repair order.
**One-time wheel alignment payment on Touareg exception – up to VIN 4D025443
For a customer concern that a wheel alignment be performed on a vehicle, Volkswagen will also pay
for a one-time wheel alignment on Touareg vehicles over 6,000 miles with a VIN up to 4D025443.
Premature tire wear, for front tires only, will also be reimbursed as consequential damage, if
applicable.
In cases where a wheel alignment was previously performed on those vehicles falling within the VIN
break, but never claimed, Volkswagen will also accept a claim for a one-time wheel alignment, along
with premature tire wear, for front tires only, if applicable.
Claim Type:
Service Number:

110
4485

Damage Code:

0011

If front tires are replaced due to consequential, premature wear, claim the cost of the front two tires in
"outside material" (SAGA) and use the appropriate labor operations for front tire replacement.
The wheel alignment time must be punched on and off separately, and a copy of the wheel alignment
printouts must be attached to the repair order hard copy.
Retain the prematurely worn tires, in case inspection is necessary, until the claim has paid. After the
claim has paid, scrap and destroy the tires so that they cannot be used again for their intended
purpose.

3.67

WIPER BLADES
Also see 1.2.1.1 Wear and Tear Covered Components - NVLW.
NVLW
MY 2007 – 2017
 Covered for 6 months/6,000 miles, whichever occurs first, for wear and tear. Covered for defects
in material or workmanship for the entire NVLW period.

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

NEXT PAGE

PREVIOUS PAGE

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

Page 194

4

VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY

4.1

NEW VEHICLE RECEIPT

4.1.1

TRANSPORTATION INSPECTION
At dealer delivery, all new vehicles must be carefully inspected before a dealer representative signs
the carrier delivery receipt. Carrier delivery receipts can be recorded using: 1) Hand-held electronic
devices or 2) Printed paper copies. This includes vehicles accepted for storage only, vehicles
accepted for another entity, and vehicles with major damage including flood or fire damage.
Volkswagen recommends trained personnel are available to inspect vehicles and document damage
during normal business hours, including Saturday. New vehicles must remain in the sight of the
transport driver during the new vehicle receipt process. Time allowed to inspect a vehicle is 15
minutes each, or a maximum of 1 hour for a full truckload. Inspection time is not eligible for
reimbursement.
All damage and pilferage must be noted on the carrier delivery receipt, and co-signed by the transport
driver. A signed delivery receipt transfers liability to the dealer for non-concealed damage found after
the carrier leaves. Failure to properly note all vehicle damage may result in a transportation claim
payment being delayed or denied.
Note: Damage found on vehicles received by the dealer via a hand-held electronic delivery receipt
must be noted in the "Damages section" along with the referenced VIN on the electronic device,
PRIOR to dealer and carriers signatures. All damage noted after the dealer has signed the electronic
hand-held device will not be accepted. The exception is “concealed” damage or damage discovered
under an undisturbed RAPGUARD/Vehicle Shipping Cover.
Dealers must consult with the carrier's driver to determine how/where to obtain a copy of their signed
delivery receipt.

Dealer personnel may not remove the RAPGUARD/Vehicle Shipping Cover/Safety Seal before
inspection personnel have completed and signed the delivery receipt. It is unacceptable for
dealer inspection personnel or the transport driver to write a notation on the delivery receipt for
damage found under undisturbed RAPGUARD/Vehicle Shipping Cover/Safety Seal.

Inspection Process at Time of Receipt
1.
2.

VIN - Verify the Vehicle Identification Number (VIN) on each document and vehicle.
Exterior and Interior Areas - Carefully inspect all visible exterior areas and the complete

3.

interior area.
RAPGUARD/Vehicle Shipping Cover/Safety Seal - Panels/bumpers covered by the
RAPGUARD/Vehicle Shipping Cover/Safety Seal require close examination. Should a disturbance

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

NEXT PAGE

PREVIOUS PAGE

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

Page 195

be detected on a surface covered by the RAPGUARD/Vehicle Shipping Cover/Safety Seal, dealer
inspection personnel and the transport driver must jointly remove the RAPGUARD Vehicle
Shipping Cover/Safety Seal to determine the extent of body damage. The cargo area of the
vehicle should be inspected if the Vehicle Shipping Cover is not properly secured over the rear
portion of the vehicle (evidence of entry during transport). Damage must be noted on the carrier’s
4.
5.

delivery receipt with the comment “cover disturbed”.
Trunk - Carefully inspect the cargo/trunk area on vehicles without a Vehicle Shipping
Cover/Safety Seal.
Damage/Missing - Damage and missing items relating to transportation carrier responsibility
must be noted on the carrier delivery receipt using the 5-digit damage code system established by
the Automotive Industry Action Group (AIAG). These codes can be found in WISE under
Resource Center > Transportation Guidelines.
It is the responsibility of both dealer inspection personnel and the transport driver to ensure
damage notations and AIAG codes accurately describe damage or missing items.
Note:
1) Damage relating to Warranty must not be noted on the carrier delivery receipt.
2) "Scratches" do not require straightening time to repair. If straightening time will be involved, use

6.

"dents" or "gouges" as the exception description.
Remarks - The transport driver may list notations in the "Carrier Remarks" section of the delivery
receipt referring to a noted exception as non-transportation damage. It is recommended that
dealer inspection personnel include a notation in the "Dealer Remarks" section agreeing with, or
denying the driver's non-transportation damage allegation. Unless there is a counter signature
from dealer inspection personnel, non-transportation damage notations will be considered as

7.

transport related.
Signature - Obtain the transport driver's signature. It indicates the transport driver has been
informed of the delivery inspection results. Sign for vehicle receipt only after all of the above have

8.

been completed.
Transportation Claim - A transportation claim may be filed through SAGA using claim type 9T1
for carrier responsibility damage/pilferage found and noted on the delivery receipt.

Vehicle By-pack Inspection
The term "by-pack" is used to describe the bag of parts provided by the factory for installation by the
dealer prior to vehicle delivery to the customer. Wiper blades, center wheel caps and a spare set of
keys are common parts that are included in the by-pack. The by-pack must be inspected and the
contents verified within 48 hours (second working day) after receipt.

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

PREVIOUS PAGE

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

NEXT PAGE
Page 196

"Concealed" Transportation Damage
A vehicle must be inspected for concealed damage no later than 24 hours (next working day) after
receipt.
Concealed damage only includes damage to the:
 Undercarriage
 Tire treads
 Insides of wheel wells

Vehicle Receipt "Subject to Inspection" (STI)
A vehicle received after normal business hours or in a snow or ice-covered condition (not rain or dirt),
must be inspected no later than 24 hours (next working day) after receipt. The carrier delivery receipt
must be marked "subject to inspection" and signed by a dealer representative.

Notifying Transport Carrier of "Concealed" Damage or "Subject to Inspection" Damage
A suggested form letter for notifying the last transport carrier of "concealed" damage or "subject to
inspection" damage is available on WISE under Resource Center > Transportation Guidelines. It
should be put on the dealer's letterhead. If proper exceptions are noted on the carrier delivery receipt,
a trucker notification letter is not needed.
All damage must be reported to the last carrier/handler no later than 48 hours (second working day)
after vehicle receipt. Damage information on the letter must be described in detail. The completed
letter must be sent to the last transport carrier by certified mail, verifiable fax or email.
A copy of the letter and postmarked certified mail or fax receipt, the original carrier delivery receipt,
photos, and any other applicable documents are to remain in the deal jacket for the corresponding
vehicle, subject to request by the carrier or the Volkswagen Transportation Department.

Receipt of Vehicles with Major Damage
Major damage is defined as steering, powertrain, structural, or safety equipment damage, or damage
repair costs exceeding $1,000. The dealer must temporarily store a vehicle that has flood, fire, or other
major damage, even if it will not be repaired by the dealership. The dealer must accept delivery of
vehicles with major damage. The transporter is not authorized to move the vehicle to another location.
"For storage only" and damage codes must be noted on the carrier’s delivery receipt. Notify the
Transportation Damage Claims Department by telephone or email using the table Volkswagen
Transportation Damage Claims Department Contact Information. Claims personnel will determine the
disposition of the vehicle. Be prepared to send an estimate of repair, a copy of the delivery receipt and
pictures, when available. The dealer is not authorized to repair vehicles with major damage that will
ultimately be returned to VWGoA. Do not begin any repairs prior to the Transportation Damage Claims
Department's disposition notification.

Repair Completion
Transportation damage repairs must be completed within 30 days of vehicle receipt.

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

NEXT PAGE

PREVIOUS PAGE

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

Page 197

Inter-Dealer Transfers
It is the responsibility of the repairing dealer to make transportation damage repairs and to file claims.
Once a vehicle is dealer traded, neither Volkswagen nor the carrier are responsible for missing items;
both dealers involved must work together to come to an agreement.

4.1.2

TRANSPORTATION CLAIM DAMAGE – CLAIM TYPE 9T1
Note: A repair order for all damage related to or associated with the transportation of a vehicle must
be opened no later than 48 hours (second working day) after the vehicle is delivered to the dealership.
A transportation claim (repair order) with a reception date more than 48 hours (second working day)
after delivery date will be cancelled.

VOLKSWAGEN TRANSPORTATION DAMAGE CLAIMS
DEPARTMENT CONTACT INFORMATION

4.1.2.1

Phone:

877-365-0343

Fax:

586-276-4730

Address:

6699 Chicago Road
Warren, MI 48092

Email:

VW[email protected]

DAMAGE FOUND AT TIME OF DELIVERY, ATTRIBUTABLE TO LAST TRANSPORTATION
CARRIER AND LISTED ON THE DELIVERY RECEIPT
The following items should be noted as transportation carrier responsibility on the carrier delivery
receipt and submitted for reimbursement on a transportation claim (claim type 9T1).
 Damage resulting from physical impact, abuse, abrasion, vandalism, weather conditions, or other
carrier negligence. Include damage found through or under disturbed RAPGARD/Vehicle
Shipping Cover.
 Missing standard equipment items (determined by the vehicle's model code) such as antennas,
license plate brackets, keys, wipers, wheel covers, center caps, spare tire/wheel/tools, or floor
mats when vandalism is evident. List each item separately, including those from a disturbed
by-pack bag
 Any paint deterioration or chips on left front driver’s door
 Stained or soiled interior, including upholstery
 Broken glass that is not caused by stress
 Concealed damage, which is defined as damage to undercarriage, tire treads, or inside of wheel
wells only

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

4.1.2.2

NEXT PAGE

PREVIOUS PAGE

Page 198

BODY DAMAGE RELATED TO RAPGARD/VEHICLE SHIPPING COVER
 Body damage hidden by undisturbed RAPGARD/Vehicle Shipping Cover, discovered only after
removal of the RAPGARD/Vehicle Shipping Cover should be submitted for reimbursement on a
transportation claim (claim type 9T1). Damage caused by flapping or deterioration of the
RAPGARD/Vehicle Shipping Cover during transport must also be submitted on a transportation
claim.
 All RAPGUARD/Vehicle Shipping Cover claims must be substantiated by detailed documentation
and photographic evidence of the damage. A digital photo(s) of the RAPQUARD/Vehicle Shipping
Cover damage must be taken, remain with the repair order, and be available for review by
Volkswagen if documents are requested. The photo must contain the identifiable VIN for the
appropriate vehicle.


A copy of the repair order and delivery receipt must be provided to the Volkswagen
Transportation Damage Claims Department by verifiable fax or email whenever damage related to
RAPGUARD/Vehicle Shipping Cover occurs. The repair order must be opened and sent no later
than 48 hours (second working day) after the vehicle is delivered to the dealership. If the required
notification is not provided to the Volkswagen Transportation Claims Department, a claim for the
damage may be cancelled.

There are three (3) levels of body damage for RAPGARD/Vehicle Shipping Cover claims:
1.

Level 1 – Impact damage under the RAPGARD/Vehicle Shipping Cover such as scratches,
dents, broken glass, or other damage clearly attributable to outside influence; and such damage
requires body panel repair or part replacement.
Claim comments must include 100FBC

2.

Level 2 – Damage caused by RAPGARD/Vehicle Shipping Cover being torn or ripped, or flapping
during transit causing damage to painted body panels, trim, and/or parts; and such damage
requires body panel repair or part replacement.
Claim comments must include 200FBC

3.

Level 3 – Damage caused by Vehicle Shipping Cover movement during transit (cover not torn,
ripped, or flapping) resulting in scuffed parts requiring replacement and/or scuffed paint panels
which require paint work.
Claim comments must include 300FBC

Note:
1) Minor surface scratches, scuffs, or residue from the RAPGARD/Vehicle Shipping Cover, which can
be removed by polishing the surface, are part of new vehicle prep and are not considered damage for
any of the damage levels defined in this section.
2) FBC 100, 200, and 300 do not include wheel damage.

Volkswagen of America, Inc.

TABLE OF CONTENTS

INDEX

SEARCH

Warranty Policies and Procedures 06/16

FORWARD

BACK

PREVIOUS PAGE

NEXT PAGE

TABLE OF CONTENTS

INDEX

SEARCH

FORWARD

BACK

Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

4.1.3

NEXT PAGE

PREVIOUS PAGE

Page 199

WARRANTY CLAIM DAMAGE – CLAIM TYPE 910
The following items are to be corrected under warranty and submitted for reimbursement on a
warranty claim (claim type 910):
 Sheet metal damage such as wavy or protruding metal; file, grinder, or weld marks, or paintedover dents with a Damage Severity Code of 1
 Missing standard equipment items (determined by the vehicle's model code) such as antennas,
license plate brackets, keys, wipers, wheel covers, center caps, spare tire/wheel/tools, or floor
mats when vandalism is NOT evident (see section Transportation Claim Damage)