 Missing moldings, emblems, or decals when there is clear evidence they were never installed.
(For missing or additional optional equipment, see Misbuilt Vehicles.)
 Missing items from an undisturbed by-pack bag
 Paint color mismatched, chips on panel edges, except left front driver’s door, and paint damage
caused by misalignment of panels or molding
 Broken glass that is caused by stress
 Wheel damage found under an undisturbed wheel cover
Note: Minor surface scratches or scuffs which can be removed by polishing the surface, are part of
new vehicle prep and are not included as transportation claim damage or warranty claim damage.
Volkswagen requires that the vehicle delivery inspection for missing factory-provided items be
performed within 24-hours (next working day) from vehicle delivery by the carrier.
For missing items covered under warranty:
 A repair order must be opened within 48 hours (second working day) from vehicle delivery by the
carrier
 A warranty claim must be submitted within 15 days from carrier delivery
 Missing items such as antennas, floor mats, and fuses should be claimed separately from the PDI
(parts only) since the time to install them is included in the PDI. Do not charge out labor on the
claim. The delivery receipt must be kept with the warranty repair order.
Volkswagen Warranty is not responsible for vehicle damage which occurs while a vehicle is in dealer
inventory.

Misbuilt Vehicles
A misbuilt vehicle is defined as a vehicle with optional equipment that does not match the Monroney
Label. Volkswagen Warranty is not involved. When a vehicle is received, and equipment on the
vehicle does not match the Monroney Label, either missing (not presumed theft) or additional, the
Volkswagen Region Sales Operations Team must be notified within 24 hours (next working day) after
receipt. A new Monroney Label will be issued. Missing or incorrect equipment identified as optional on
the Monroney Label is not claimable under warranty. For missing standard equipment, see sections
Transportation Claim Damage and Warranty Claim Damage.

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4.1.4

TRANSPORTATION CLAIMS – CLAIM TYPE 9T1

4.1.4.1

TRANSPORTATION CLAIM SUBMISSION
 A transportation claim (claim type 9T1) must be filed within 45 days after vehicle receipt.
 The dealer must retain all documentation. Do not send any documents, including claims, directly
to carriers, ports, or the Volkswagen Transportation Damage Claims Department unless
specifically advised to do so by the Transportation Damage Claims Department.
 The dealer is responsible to monitor transportation claims. Contact the Transportation Damage
Claims Department by telephone or email using the table Volkswagen Transportation Damage
Claims Department Contact Information if a claim is not paid within 6 weeks.

4.1.4.2

PHOTOGRAPHS
Digital photographs are required for each vehicle and must accompany a transportation claim when:
 Labor for straightening exceeds 500 time units
 Body parts that exceed $500 warranty price are replaced
 Glass is replaced
 Damage from the RAPGUARD/Vehicle Shipping Cover occurs

4.1.4.3

TRANSPORTATION CLAIM REIMBURSEMENT
 Reimbursement is made following approval by transportation claim adjusters. Claims are credited
to the dealer's monthly accounts receivable statement with the reference "TC" followed by the
audit trail number.
 Acceptance of the reimbursement credit constitutes a pledge that all repairs have been made in
accordance with standards of the applicable Volkswagen repair manuals.
Note: A debit will appear on the dealer’s monthly parts statement for invalid claims.
 Labor is reimbursed at the dealer's warranty reimbursement rate.
 Parts are reimbursed at the dealer's warranty reimbursement rate for the model year vehicle being
repaired.
 Tires are reimbursed at dealer cost, either outside purchase or Volkswagen parts cost, as
documented with the claim.
 Material units and set-up time are included in transportation damage refinishing times; therefore
the material units and set-up time shown in the Volkswagen labor operation do not apply to
transportation damage claims.

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RETENTION OF DOCUMENTS
Each transportation claim file must be kept for a period of 2 years from the date the claim was paid
and must contain:
 Carrier delivery receipt (consignee's copy #1) with
− Itemized, detailed, and legible damage list
− Driver's signature acknowledging damage list
− Repair order number
 Original repair order (front and back) with
−
−
−

List of completed repairs
Time flag
Materials used

 Sublet repair invoices
 Photographs (when required)
 A copy of the transport carrier notification letter with certified mail receipt (if "concealed" damage
or "subject to inspection" damage)
 Volkswagen parts order confirmation or outside purchase invoice (for tires only)

4.1.4.5

SALVAGE PARTS
Whenever transportation damaged parts (body or mechanical) are replaced, all damaged parts must
be retained by the dealership for a minimum of 60 days following the date of vehicle delivery. The
transport carrier has 60 days from the date of vehicle delivery to request parts be surrendered or
shipped (collect) to a designated location.

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VEHICLE INVENTORY STORAGE/MAINTENANCE
NEW VEHICLE STORAGE GUIDELINES
 Dealers are responsible for the storage, care and proper conditioning of new vehicles held in
dealer inventory.
 Damage or deterioration resulting from improper vehicle storage to items such as paint (except for
chemical paint spotting from atmospheric fallout – acid rain), trim, seals, chrome and batteries are
not covered by the NVLW.
 In cases where proper vehicle protection is neglected, the dealer is responsible for labor and/or
parts replacement or refinishing.
INVENTORY MAINTENANCE
The Dealer is responsible to perform inventory maintenance every 30 days after receipt of a vehicle
until it is sold. The 30-Day Inventory Maintenance Checklist is available on ServiceNet > Pre-Delivery
> 30-Day Inventory Maintenance Checklist and is also available on WISE > Resource Center > Forms
> 30-Day Inventory Maintenance Checklist. The completed 30-Day Inventory Maintenance Checklist
must be placed in the service file and a copy placed in the deal jacket. The portion of the checklist
which states “drive vehicle a minimum of 1 mile” must include the vehicle’s beginning and ending
mileage to substantiate driving the vehicle the required minimum distance. Battery test information is
detailed in Section 3.9.2 Battery Test and Maintenance Procedures .
ATMOSPHERIC FALLOUT
 Atmospheric fallout/acid rain is defined as transient particle deposition from an unidentifiable
source.
 New vehicles in your inventory, requiring paint repair due to chemical spotting/etching
(atmospheric fallout/acid rain) should be repaired prior to sale as an adjustment, submitted as a
warranty claim.
 Atmospheric fallout/acid rain which occurs while in carrier possession must be handled as a
transportation claim.
 FOM authorization must be obtained on all atmospheric fallout/acid rain claims before the repair is
started.
 After sale of the vehicle to the retail customer, chemical spotting/etching will not be eligible for
warranty repairs.
 Frequent vehicle washing continues to be one of the best preventative measures to minimize the
risk of fallout damage. We urge you to continue this practice.
STORAGE LOCATION
Vehicles should be stored in a clean, dry, closed or roofed area, if possible. When outdoor storage is
used, the following locations should be avoided:
 Low areas where flood waters can damage vehicles.
 Areas adjacent to factories emitting exhaust air which is corrosive or laden with dirt of any kind.
 Areas near body-shop operations.
 Storage under trees, where damage to finishes may result from tree sap and/or bird droppings.
 Areas near active railroad tracks.

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STORAGE DAMAGE BEFORE DELIVERY TO DEALER
Damage resulting from inadequate protection of vehicles during storage is not a warranty matter.
Storage damage must be noted on the delivery receipt at the time of delivery to the dealer (this
includes atmospheric fallout damage).
 Examples: Discolored upholstery, deteriorated paint or trim, atmospheric fallout.
 Handling: File a transportation claim
STORAGE DAMAGE AFTER DELIVERY TO DEALER – PRIOR TO SALE
In the event a new Volkswagen vehicle becomes damaged while still in a dealer's possession and
prior to its first use or delivery to a customer, the Volkswagen Dealer Agreement requires that the
vehicle be repaired completely to like-new saleable condition using genuine Volkswagen replacement
parts before such use or delivery. If it cannot be so repaired, it may not be sold to a consumer as a
new vehicle and, at the discretion of Volkswagen, may not be eligible for new vehicle warranty
coverage.
A vehicle which cannot be placed in like-new saleable condition must be reported by the dealer to
Volkswagen (via the Region Sales Operation Team), and the dealer must follow the recommendations
of Volkswagen in repairing or disposing of the unit after the dealer's insurance carrier has acted upon
the dealer's claim. After the dealer's insurance carrier acts upon the claim, the Region Sales Operation
Team must be informed of the disposition of the claim.
Without further notification, Volkswagen may deny warranty coverage on any vehicle that has been
damaged prior to retail delivery. Warranty cancellation will be effective when there are records of
damage or notification that the dealer's insurance carrier has repurchased a vehicle as a constructive
total loss. Volkswagen will notify the dealer of record and his insurance carrier, in writing, of the reason
for removal of warranty eligibility.
Volkswagen has the option under the Dealer Agreement Standard Provisions after vehicle inspection
to repurchase any new vehicle which has sustained substantial damage to prevent such vehicles from
being placed in service.
 Dealer action: Inform your Region Sales Operation Team of any substantial damage and of your
insurance carrier's decision.
 Region Sales Operation Team action: Inspect vehicle(s) and prepare report
 Proper maintenance and protection of new vehicles in storage is the dealer's responsibility.
Repairs resulting from improper maintenance and storage are not reimbursable.
 Minor damage, such as paint scratches under the RAPGARD that may not be noticed before
removal of the guarding, may be eligible for warranty coverage.
 Sheet metal damage must be identified during the unloading inspection and be noted on the
delivery receipt and must be co-signed by the trucker.
FLOOD OR FIRE DAMAGE VEHICLES
Dealer is hereby notified that flood or fire-damaged vehicles must be scrapped and may not be used
except for scrappage; vehicles with lesser damage will be considered on a case-by-case basis.

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DISCLOSING DAMAGED VEHICLES
There is a small percentage of vehicles that have been brought up to factory standards due to factory
imperfections or transportation damage.
The ports will apply a white round sticker with a blue "W" in the center to the windshield indicating that
a particular vehicle has had a repair(s) performed on it. With this notification, dealers only have to
inquire about stickered vehicles.
The sticker has to be removed prior to retail delivery.
Volkswagen dealers must view disclosure information in ElsaPro for all enhancements done to a
vehicle prior to retail delivery. It is the dealer's responsibility to inform the retail customer if the vehicle
falls into the disclosure parameters applicable to the state in which the vehicle is sold.
If you have questions regarding Disclosure Claims, please contact the Transportation Damage Claims
Department at 877-365-0343.
MISSING VEHICLE LITERATURE
When new vehicles are received from Volkswagen with the incorrect or missing vehicle literature, a
SAGA claim may be submitted to seek reimbursement for the replacement(s).
SAGA claim submission can be for the following literature:
 Owners Manual
 Vehicle Warranty and Maintenance booklet
 Radio/CD Player Owners booklet
 Note: Claims for booklets other than for missing or incorrect booklets, will not be accepted. Such
claims should be submitted after completion of the PDI, and must be submitted prior to the first
scheduled maintenance.
Claim processing instructions:
Claim Type:
910
Service Number:
0671
Damage Code:
Labor Operation:
Parts Information:

0038
Not applicable
Use the "Outside Material" field for the part number when replacing Owner's
Literature.

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CUSTOMER DELIVERY
WARRANTY ACTIVATION
Warranty coverage begins at the in-service date, which is the date the vehicle is delivered to either 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. The dealer is responsible to submit
the correct in-service date, which becomes the warranty activation date.
RETAIL REGISTRATION
Dealers must complete the warranty voucher in the maintenance section of the Warranty and
Maintenance booklet when the vehicle is placed in service:
 The lower portion of the Vehicle Data Label must be affixed in the appropriate location.
 The authorized dealer name, address, and dealer number must be stamped on the voucher.
 The in-service date must be entered.
This will establish warranty coverage for the customer, who must present the booklet for dealer stamp
verification each time a maintenance service is performed.
MATCHING IN-SERVICE DATES
The in-service dates submitted to Volkswagen and entered in the maintenance section of the Warranty
and Maintenance booklet must be the same or the vehicle is considered out of warranty. A servicing
dealer will note the discrepancy when verifying warranty coverage.
UNREGISTERED VEHICLES
Unregistered vehicles that have accumulated more than 1,000 miles will be considered in-service.
Warranty claims received for such vehicles will be returned to the dealer.

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WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY
ADMINISTRATION
For the WorldAuto Certified Pre-Owned Limited Warranty statement see 6.10 WorldAuto Certified PreOwned Limited Warranty.

The WorldAuto Certified Pre-Owned Vehicle (CPO) Limited Warranty Program, for vehicles retailed on
or after January 1, 2000, is a two (2) year or 24,000 miles, whichever occurs first, limited warranty.
The warranty period begins when the New Vehicle Limited Warranty expires or on the WorldAuto
Certified Pre-Owned sale date, whichever occurs later.
WorldAuto CPO warranty repairs for vehicles sold as a WorldAuto CPO vehicle on or after January 1,
2012, will be assessed a $50 deductible payment per customer repair visit. Customers who
purchased CPO vehicles prior to January 1, 2012 are not subject to a deductible for repairs.
The WorldAuto Certified Pre-Owned Limited Warranty is transferable only for private party sales of a
vehicle from one owner to another owner, (for the remainder of the warranty) free of charge. The
transfer of the WorldAuto CPO Limited Warranty is only eligible from owner to owner not from dealer
to owner. Vehicles traded in or sold through non-VW dealerships are also not eligible for WorldAuto
CPO warranty transfer.
WorldAuto Certified Pre-Owned also features 24-Hour Roadside Assistance for two years with
unlimited mileage.
The WorldAuto Certified Pre-Owned Vehicle Limited Warranty is not a service contract and may not be
sold as a separate option to the purchaser, but applies to every eligible pre-owned vehicle as
described herein.
All Volkswagen warranty policies and procedures apply to the WorldAuto Certified Pre-Owned Vehicle
Limited Warranty except to the extent that they are modified by, or in conflict with, the policies and
procedures set out in future bulletins.
IMPORTANT
 WorldAuto CPO vehicle fees may not be explicitly charged to customers
 WorldAuto CPO vehicles and their associated warranty may not be removed from the vehicle as
an element of retail price negotiations or in order to lower the selling price
 Volkswagen dealers may not certify a pre-owned vehicle during or after the sale
 Vehicle certification and warranty must never be “up-sold” or offered as an option to the customer
 Vehicles may not be advertised as eligible or qualified for certification if they are not registered in
VCAS
 Certification may only be removed in the event the vehicle is damaged in the interim, has an
updated negative CARFAX report or is wholesaled, sold to another dealership, or sent to auction

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VEHICLE ELIGIBILITY
To qualify as a WorldAuto Certified Pre-Owned vehicle, the vehicle must:
 Be no older than current or previous six (6) model years (the oldest model year will drop off on
December 31st of each year)
 Have less than 75,000 miles at time of certification
 Have been in service a minimum of 120 days
 Have an eligible CARFAX® Vehicle History Report
 Meet inspection and reconditioning requirements of the program
 Be approved for sale after a review by Volkswagen (The "Certification Request" must be in
"Approved – Sale Pending" status in the Vehicle Certification Administration System, VCAS; if it is
not, an error will appear in OMDWeb.)

A vehicle is not eligible for certification if:
 There is any major structural damage or if the vehicle was ever reported "totaled"
 The VIN does not match with the plates and paperwork
 The mileage showing on the odometer is different from the actual mileage
 The vehicle does not have a CARFAX® Vehicle History Report
 The title is branded
 Buybacks that are repurchased from customers due to manufacturer’s defects, mechanical
problems and lemon law issues are not eligible for the certification program. Vehicles that were
repurchased under the Volkswagen customer goodwill policy are eligible for certification. VINs can
be confirmed as "eligible" by entering a certification request into the VCAS certification tab.
 Note: If there are any open campaigns, vehicles can be certified after the campaign is completed
and reported.

5.2

INSPECTION & CERTIFICATION
Pre-certified vehicles purchased from auction do not require the inspection process at the dealership
level.