DATA QUALITY OF WARRANTY CLAIMS
Dealers must ensure a high quality of warranty data by submitting claims that are correct, complete,
and on time. Correct claim types, causal parts, part manufacturer codes, and damage codes, along
with short claim submission times enable Volkswagen to identify quality improvement potential without
delay.

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GENERAL EXCLUSIONS FROM COVERAGE
There are general exclusions and restrictions for all warranties. For subject-specific exclusions or
exceptions please refer to section 1.2 Warranties at a Glance and chapter 3 Policy Application from A
to Z.
EXCLUSIONS INCLUDE BUT ARE NOT LIMITED TO:
DAMAGE CAUSED BY ACCIDENT, ALTERATION, MISUSE, AND NEGLIGENCE OF THE VEHICLE INCLUDING BUT NOT
LIMITED TO:
 Collision (see 3.1 Accidents/Fire Damages/Safety Concerns)
 Modification of the vehicle that alters the original engineering and/or operating specifications such
as chip tuning or other modifications of factory installed engine management systems that would
alter the vehicle performance specifications from those set by the vehicle manufacturer,
suspension modification (see 3.61 Tuning and Modifications of the Vehicle), use of high
performance parts, improper installation of accessories such as alarm systems or other
communications equipment
 Misuse of the vehicle, such as driving over curbs or racing
 Intentional or unintentional use of contaminated or improper fuel
 Malfunctions caused by lack of maintenance, improper maintenance or failure to comply with
maintenance requirements described in the maintenance section of the Warranty and
Maintenance booklet or Owner's Manual. The owner must be able to furnish proof in the form of
service R.O.'s that all scheduled maintenance on 1999 and newer model year vehicles was
performed in a timely manner. A record must be kept, along with dated bills, of all maintenance
performed by facilities other than authorized VW dealers as proof that the maintenance was
performed when required
 Failure to take the vehicle to an authorized Volkswagen dealer upon discovery of a defect in
material or workmanship
DAMAGE CAUSED BY IMPROPER MAINTENANCE/REPAIR AND FAILURE TO COMPLY WITH VOLKSWAGEN
STANDARDS INCLUDING BUT NOT LIMITED TO:
 Improper tools or maintenance/repair procedures* including consequential damage
 Repeat repairs/replacements due to incorrect diagnosis or improper repair procedures*/
installation
 Damage due to failure to follow Volkswagen's procedures for the maintenance of vehicles in
storage.
*Volkswagen repair procedures that must be followed include but are not limited to Technical Bulletins,
Guided Fault Finding, and the Repair Manual.
DAMAGE CAUSED BY THE ENVIRONMENT INCLUDING BUT NOT LIMITED TO:
 Bird droppings, tree sap
 Stone chips, scratches, dings or dents, objects striking the vehicle
 Hail damage, wind storm, lightning, earthquake, fire, flood or other similar occurrences
 Airborne industrial pollutants (e.g. acid rain)

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ALL WARRANTIES ARE VOIDED UNDER THE FOLLOWING CIRCUMSTANCES
(See 2.1.2 Voided Warranty):
 The vehicle identification number (VIN) has been altered or removed
 The odometer has been altered or the actual mileage cannot be determined
 The vehicle is reported as dismantled, fire/flood damaged, junk, rebuilt, reconstructed, salvaged,
severely damaged and/or declared a total loss by an insurer or vehicles substantially reassembled
from or repaired with parts obtained from another used vehicle.

NO WARRANTY COVERAGE/REIMBURSEMENT EXISTS FOR ITEMS/CONDITIONS INCLUDING
BUT NOT LIMITED TO:
 Tires (see 3.58 Tires)
 Damage due to use of non-genuine Volkswagen parts and accessories (and any subsequent
damage including damage or malfunctions to associated parts or systems)
 Damage due to used parts (except factory remanufactured parts)
 Filters, oil, lubricants, or fluids, unless their replacement is a necessary part of warranty service
(see 2.4.1.2 Fluids and Lubricants). As of MY 2007 also spark plugs and clutch discs, unless
defective
 Fuel system cleaning (i.e. carbon deposits/coking)
 Unnecessary replacement of parts/units, unless written Volkswagen policy states otherwise, such
as replacement of an entire multi-piece kit when only specific components require replacement
 Part found to be damaged upon removing the packaging and prior to installation on a vehicle (see
3.36 Parts – Damaged Parts)
 Shop supplies, including but not limited to rags, lubricants, cleaning solvents, adhesives, wire,
brake cleaner or any other solvents/cleaners
 Cost of towing

GENERAL TERMS
Incidental damage is not covered, including loss of value of the vehicle, lost profits or earnings, and
out-of-pocket expenses for substitute transportation or lodging.
Any implied warranty, including any warranty of merchantability or warranty of fitness for a particular
purpose, will continue in force only during the warranty period of the limited warranties. Neither
Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any other obligation
or liability on its behalf. Some states do not permit a limitation on how long an implied warranty lasts,
or on the exclusion or limitation of incidental or consequential damages, so the above limitation may
not apply to the owner. The warranties give owners specific legal rights, and they may also have other
rights that vary from state to state.
Volkswagen Warranty reserves the right to charge back or deny claims that are not in compliance with
the policies and procedures outlined in this manual and other Volkswagen Warranty publications.

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WARRANTY ADMINISTRATION
Volkswagen requires all reimbursements under warranty to be correct, complete, and verified at all
times. All repair work under warranty must be submitted for payment according to the Volkswagen
Warranty Policies and Procedures Manual. This chapter describes the required information and
documentation to substantiate claims submitted for reimbursement under warranty. Volkswagen
reserves the right to adjust or charge back warranty claims in cases of non-compliance.

2.1

WARRANTY COVERAGE VERIFICATION
Dealers must check ElsaPro every time a vehicle is serviced to identify open campaigns, Updates, and
warranty eligibility prior to repair work.
 The Vehicle Identification Number (VIN) entered for inquiry must be a vehicle imported by
Volkswagen.
 Always verify that the vehicle has a United States Warranty and Maintenance booklet, that an
Authorized Volkswagen dealer validated the Warranty and Maintenance booklet, and that all
required maintenances have been performed.
 Verify that the vehicle is covered by a Volkswagen warranty; also see 2.1.2 Voided Warranty.
For the United States 10-year/100,000 mile Powertrain Warranty applicable to all MY 1994 – MY 2001
Volkswagen vehicles and to MY 1993 Golf III and Jetta III vehicles, also verify eligible owner
information in ElsaPro. Confirm the customer's name (vehicle registration) and address. If the
customer's name does not match the first owner data on the screen, the customer is not eligible for the
10/100 Powertrain Warranty. For information pertaining to transferring the 10/100 Powertrain
Warranty to an immediate family member, or from a demonstrator, driver education, or daily rental
vehicle, see the 10/100 Powertrain Warranty Transfer Form available on WISE under Resource
Center > Forms > Powertrain Warranty.
 Note: The 10-year/100,000 mile Powertrain Warranty applicable to model year 2011 – 2017
Touareg vehicles is applicable to original and subsequent owners and is automatically transferred
if the ownership of the vehicle changes within the Warranty period.

2.1.1

DELIVERY DATE DISCREPANCIES
In all cases, unregistered vehicles that have accumulated more than 1,000 miles will be
considered in-service. The in-service date is defined in the section Warranty Activation. Claims will
be denied if no in-service date is recorded and mileage exceeds 1,000 miles.
The in-service date must be entered on the Warranty Voucher in the maintenance section of the
Warranty and Maintenance booklet and be the same date reported to Volkswagen. These dates
cannot be different. Dealers are expected to perform warranty repairs on vehicles based upon the inservice date in ElsaPro.

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CHANGE OF VEHICLE IN-SERVICE DATE
Any in-service dates erroneously reported to Volkswagen must be handled exclusively by the Incentive
Help Desk. The services of the Incentive Help Desk may be utilized by submitting a manager-signed
Volkswagen Change Request to Reported Sale form to IHD@VW.com or by faxing it to 248-754-6572.
The Volkswagen Change Request to Reported Sale form is available through the Incentive Help Desk
or the VWHub under the Vehicle Sales tab.

2.1.2

VOIDED WARRANTY
Warranty is void and will not be reinstated on any vehicle if:
 The VIN plate has been altered or removed.
 The odometer has been altered or the actual mileage cannot be determined.
 An insurer reports the vehicle as dismantled, fire/flood damaged, junk, re-built, reconstructed,
salvaged, or declared a total loss.
 The vehicle has been stolen.
EXCEPTIONS FOR TOTAL LOSS VEHICLES
If a vehicle is identified with a "T" (total loss) status in ElsaPro, the vehicle's warranty is invalid with the
exception of campaign and emissions claims, which can still be processed. Contact Volkswagen
Warranty for campaign or emissions claims for a vehicle with a "T" status. The Volkswagen Carefree
Maintenance Program is not applicable on total loss vehicles.

2.1.3

WARRANTY REINSTATEMENT
The warranty may be reinstated for recovered stolen vehicles.
 Volkswagen will consider warranty reinstatement upon submission by the dealer of a request for
reinstatement, which must include a copy of the police report verifying recovery and a statement
by the dealer Service Manager/Service Director indicating that the vehicle should be considered
for warranty reinstatement.
 Verification that repairs meet Volkswagen standards will be required following inspection of the
vehicle by a Volkswagen FOM. A copy of the original repair estimate, together with a copy of the
repair invoice and material issue must be produced for evaluation and verification.
 Based on the FOM's inspection report, a decision will be made.

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WARRANTY CLAIMS
Warranty claims are considered invoices to Volkswagen for repair work performed under warranty. All
warranty claims must validate the work performed, date, and monetary amount due. It is the
responsibility of the authorized dealer to substantiate every warranty claim.
RECEPTION DATE
The reception date is the date the vehicle arrives at the dealership for service/repair.
REPAIR DATE
The date of the last punched repair time must be used as the repair date for all warranty claims unless
the vehicle meets specific criteria outlined in section 3.44 Repairs Completed at or Near Warranty
Expiration.
MILEAGE
For all warranty claims, the exact mileage on the warranty or maintenance claim must be the "in"
mileage (mileage on the odometer when the vehicle arrives at the dealership for service/repair).
Warranty claims with false odometer readings will be charged back.
PART MANUFACTURER CODE
The part manufacturer code identifies the manufacturer of the part. Valid part manufacturer codes
must be used on all claim submissions where there is a replaced part. Enter the actual part
manufacturer code from the defective part on each warranty repair order.
 Part manufacturer code exceptions:
−
−

USM for Routan
444 for CPO, Accessories, Marketing Goodwill (claim type 2CM), Carefree Maintenance
and Volkswagen Care Maintenance Plans

In unusual circumstances, use K21 if the part manufacturer code is unknown/not accepted by the
system, cannot be recognized, or is missing from the part. Include in the claim comments field the
reason why K21 was used and include any part manufacturer code information available on the part.
CAUSAL PART/LABOR
Each causal part/defect requires a separate claim*. Consequential damage is not a separate defect,
so it is claimed on the same line as the causal part. For example, a water pump leak soaks the timing
belt with coolant causing it to fail. The belt is considered consequential damage in this case and
submitted on the same claim line as the water pump.
If complaints are received for the same component on both the left and right sides of the vehicle, the
causal parts must be entered on separate claim lines*. For example, when claiming the left and right
lower control arms, one side cannot cause the other side to fail. Each side is a causal part, and the
parts must be entered on separate claim lines.
*Exception for brake discs: Brake discs on the same axle are required to be replaced as a pair (even if
only one disc is defective). The repair is to be submitted on one claim line for both discs (using two

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part numbers) and the labor. Mark one part number as causal. Do not separate the discs into two
claims or use a quantity of 2 with one part number.
LABOR OPERATION
A labor operation is an 8-character code that describes the kind of repair performed. Labor operations
are published on ElsaPro. Shown after the codes are the applicable time units allotted for each repair
operation. All repairs must be substantiated with punch times, technician notes, and any other
supporting documentation necessary to verify that the technician performed the claimed repairs at the
time punched.
Positions 7 and 8 of a labor operation make the following distinction:
 00-49: The labor operation is for a main item, which is completed and carried out alone.
 50-96: Indicates a combined item, which can only be carried out with the main item(s) that goes
with it.
CLAIM COMMENTS
Completed claim comments supply additional information to help substantiate and process claims.
Claim comments fields should contain as much of the following information as possible:
 A brief and accurate description of customer concern (such as "MIL on", or "rough idle")
 Why the part was replaced/defect found (such as "solenoid does not click") or what part was
repaired (such as "repaired hose at N112 solenoid: cracked under clamp")
 A brief and accurate description of diagnosis time, A-time, or any repairs other than replacement
of a part
 Detailed emissions related warranty data is imperative in order for Volkswagen to meet expanding
regulations to government agencies, such as U.S. EPA and CARB
 Technical Bulletin number followed for repair
 Technician Helpline case number
 All relevant fault codes that pertain to the claim Service Number (such as "DTC P1200").
 For wear items covered by the NVLW, indicate the dimensions of the worn part in relation to the
specification. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
 IMPORTANT: For claims with parts requested the claim "comments" must provide adequate
supporting information in the "COMMENTS" field of the SAGA claim at the time of claim
entry/submission. Any blank or inadequate "comments" will result in a delay in the review of the
claim. Do not use vague terminology such as "inop", "broken", or "performed diag".

2.2.1

TIME LIMITS TO FILE A CLAIM
Properly completed repair orders for justified warranty, campaign or No Charge Scheduled
Maintenance services must be transmitted no later than 30 days from the date of repair (last punched
repair date).

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Claims received after one year from the date of repair cannot be processed. Some states may not
allow this limitation. Check state law for further information.

2.2.2

PERSONNEL AUTHORIZED TO CODE/ENTER WARRANTY CLAIMS
Authorized dealers must restrict access to repair orders to prevent unauthorized personnel from
adding repairs or labor operations to the repair order and/or warranty claim.
Only certified Warranty Administrators, Service Consultants, and Shop Foremen or Dispatchers are
approved to enter labor operations to warranty claims. If the employee's formal job description does
not list the responsibility of assigning technician repair times to the repair order and/or warranty claims,
then such repair times claimed will be charged back.

2.3

REPAIR ORDER DOCUMENTATION
Repair order documentation is the basis to verify the repair work performed under warranty and must
be correct and complete.

2.3.1

REQUIRED INFORMATION ON REPAIR ORDER
ACCURATE CUSTOMER AND VEHICLE DATA
Customer and vehicle data listed on a manual or electronic repair order (ERO) must be accurate. The
repair order must show the correct customer data including the customer's name, address, telephone
number, and signature authorizing the repair. The repair order must also record correct vehicle data
including the actual "in" and "out" dates and mileage of repair. In case of a road test the repair order
must clearly show the vehicle mileage "before" and "after" the road test.
SERVICE CONSULTANT VERIFICATION OF CUSTOMER CONCERN
Service Consultants must verify that a customer concern is about an actual failure by questioning the
customer thoroughly, inspecting the vehicle, and asking for a demonstration of the condition.
CUSTOMER SIGNATURE
The customer signature must appear on all repair order copies acknowledging the work to be
performed on his/her vehicle. If it is not possible to obtain the customer signature, the Service
Consultant must document the reason the customer signature is missing and sign (legible full
signature) the repair order.

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CUSTOMER NOTES AND NIGHT DROP ENVELOPES
Signed night drop envelopes and separate customer notes must be cross-referenced and attached to
the working repair order.
TECHNICIAN NOTES
Technician notes must include but are not limited to, customer complaint, cause of the problem, and
details for the correction of the customer complaint. They must be clearly written by the technician on
the back of the repair order hard copy (next to the tear-off time flag that shows the "on" and "off" punch
times for the repair). For ERO dealers, the technician notes are to be entered on the ERO next to the
SRT for the repair.
DOCUMENTATION NOTED ON THE REPAIR ORDER
Documentation to be noted on the repair order includes but is not limited to measurements or test
procedures. Brake replacement, (pads/shoes and rotors/drums) if covered by warranty, (including
warping) must include wear specifications. If a vehicle was towed to the dealership, note on the repair
order (next to the appropriate customer concern) that the vehicle was towed, and also identify the part
which caused the vehicle to be towed.
Information such as pressure test readings or any other information that will justify a warranty repair
must be clearly written on the repair order hard copy by the technician. For ERO dealers, the
technician must enter the specification on the ERO for that repair. The ERO system used must enable
VWoA to identify the technician who accessed the system and entered the specific notes.
 Note: Brake wear and other specifications can be found in the repair manual on ElsaPro.
 A new claim line is to be added to the repair order for a loaner vehicle.
DOCUMENTATION REQUIREMENT FOR VOLKSWAGEN SHUTTLE SERVICE, PICK-UP AND DELIVERY SERVICE OR
PUBLIC TRANSPORTATION
 A new claim line is to be added to the repair order describing the alternate transportation received
by the customer.
−

The following statements are a suggestion of what should appear on the repair order:
− "Customer received VW shuttle service: One-way ____ Round-trip ____"
− "Customer vehicle was: Picked-Up ____ Delivered ____"
−

"Customer received public transportation compensation: One-way $ ____ Round-trip