VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

Certified by Volvo Warranty Coverage and Claim Submission Procedures
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

436

Warranty

United States and Canada

REFERENCE BULLETINS:

Service Personnel:
Read and initial

SERVICE
MANAGER

SERVICE
WRITER

ISSUE DATE:

STATUS DATE:

2018-12-21

2019-01-17

WARRANTY
ADMINISTRATOR

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“Right first time in Time”

Warranty Coverage and Claim Submission Procedures for Certified by Volvo vehicles retailed as
of November 1, 2018.
The Certified by Volvo warranty on all vehicles certified and retailed on or after November 1, 2018
will be administered and paid through the Volvo warranty system. All claims will be submitted to and
administered by the Volvo Warranty Department.
The Limited Certified by Volvo Warranty applies to all Certified by Volvo vehicles. For vehicles to be
eligible the vehicle must be reconditioned to meet all Certified by Volvo inspection standards as outlined
in the Volvo Certified Inspection Handbook.
Eligibility
Questions related to eligibility or non-warranty issues should be directed to the Certified by Volvo Sales
Manager at [email protected]. Vehicle owners should NOT be directed to the Warranty Help
Desk.
Eligibility must be confirmed prior to any repairs performed. Only those vehicles that have the comment
“Certified by Volvo /5 years unlimited mileage/VCPO5” in the Vehicle Inquiry screen are eligible to
have Certified by Volvo warranty claims submitted through the Volvo warranty system. Any vehicle with
the comment “Select Used Car” is only an indication that the vehicle was sold as used through the Volvo
sales network, and is not an indication of any coverage.

Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC

Service Manager Bulletin 00-436
Certified by Volvo repairs will be honored on eligible vehicles while traveling in Canada when
performed by an authorized Canadian Volvo retailer. Note: Certified by Volvo warranty claims will
be entered and processed using the normal retailer warranty system. Parts will be reimbursed at
the suggested list price (retail) at the time of repair and Labor will be reimbursed at the retailer’s
established warranty rate in effect at the time of the repair. All Certified by Volvo terms and parameters
as outlined in this bulletin will be effective.
Coverage
Certified By Volvo Limited Warranty
Each Certified Volvo that was retailed on or after November 1, 2018 receives the remaining Volvo newcar original factory limited warranty and up to 5 years unlimited mileage of Certified by Volvo Limited
Warranty protection from the vehicles original in service/warranty start date.
The Certified by Volvo warranty is an exclusionary warranty (refer to the Limited Warranty section for
coverage information). To qualify for the Certified by Volvo program, vehicles must meet the following
requirements:
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Age: Used Volvo within 5 years of its original in-service date.
Mileage: Maximum mileage for each certified vehicle at time of sale cannot exceed 80,000 miles on
the odometer.
Service loaners with at least 100 miles on the odometer and demos with at least 1 mile on the
odometer are eligible if they meet the above requirements.
Condition: The vehicle must be reconditioned to meet all Certified by Volvo inspection standards as
outlined in the Volvo Certified Inspection Handbook.
Vehicle History Report (VHR): Each vehicle must meet stringent vehicle history requirements.
Buyback, Lemon Law or reacquired vehicles are not eligible for the CBV program. Any Volvo
vehicle that was bought back by the manufacturer (titled as “manufacturer buyback”) is not eligible
for certification. Vehicles with voided new car warranties also are not eligible for certification. Units
with frame/structural damage and/or odometer discrepancies are not eligible.

The coverage provides protection at any authorized Volvo retailer across the U.S., except when deemed
a true emergency and repairs are completed at a non-Authorized Volvo facility.
For more information on the Certified by Volvo Limited Warranty, see the Limited Warranty section of
this bulletin.
Warranty Start Date
The warranty start date is the date the vehicle is sold to the first retail customer or put into loaner or
demo service. (Repairs covered under the terms of any other warranty are not eligible under the Certified
by Volvo Warranty.)

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2019-01-17

Service Manager Bulletin 00-436
Parameters of Warranty Coverage
Diagnosis and evaluation of symptoms and conditions will be made by an authorized Volvo retailer.
Only repairs/diagnosis deemed by the retailer to be covered under warranty will be made within a
reasonable period of time during business hours.
Parts will be repaired or replaced at Volvo’s discretion, by authorized Volvo retailers. Only genuine
Volvo new or remanufactured parts which have been sold, supplied or approved by Volvo Car USA,
LLC must be used. These Volvo approved parts meet the same design and quality standards as those
components originally installed in the car. All parts replaced will become the property of Volvo for
technical material analysis or other usage.
All Certified by Volvo warranty claims are subject to:
• Verification of data
• Parts Testing
• Audit
Limited Warranty
The Limited Certified by Volvo Warranty applies to defects in material or workmanship diagnosed and
verified by an authorized Volvo retailer. The Limited Warranty is subject to the following exclusions:
What is Not Covered
Specifics
1. Adjustments necessary to correct squeaks, rattles, water leaks or wind noise.
2. Maintenance/Parts:
a) Unless required as part of a covered repair, normal maintenance items/procedures such as engine
tune-ups, suspension alignment and wheel balancing.
b) Unless required as part of a covered repair: adjustments, lubricants, coolants and fluids.
c) Other maintenance services and parts described in Volvo’s maintenance schedule for the covered
Vehicle.
3. Other Parts not covered:
a) Any non-factory installed audio components, television screens and DVD/VHS entertainment
systems (excluding Myron & Davis RSE units) and telephones.
b) Bright metal, sheet metal, bumpers, trim moldings, carpet, upholstery, paint, exhaust system,
including catalytic converter, shock absorbers (excluding struts), spark plugs, spark plug wires,
glow plugs, filters, brake pads, brake rotors, brake shoes, brake linings, suspension alignment,
wheel balancing, rubber hoses, air conditioning lines and hoses, belts and wiper blades, batteries,
battery cables, lenses, light bulbs, sealed beams, glass, sun roof, moon roof, sunroof/moon roof
moldings, tires, wheel covers, wheels, interior trim, cup holders, manual clutch components,
body seals and gaskets (e.g. weather stripping).
c) Convertible tops – soft top material and glass.
4. The repair of valves and/or rings for the purpose of raising the engine’s compression when a
Mechanical Breakdown or Failure has not occurred.
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Service Manager Bulletin 00-436
5. Towing or any fees related to towing.
General exclusions:
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When repairs are performed by anyone other than an Authorized Volvo Dealer; (except when
deemed a true emergency and repairs are completed at a non-Authorized Volvo facility);
Caused by negligence, misuse or abuse;
Caused by a lack of maintenance, such as maintenance of the constant velocity boot, timing belt and
brake pads;
Caused by any external cause such as collision, fire, theft, freezing, vandalism, riot or explosion,
lightning, earthquake, windstorm, hail, volcanic eruption, water or flood;
Of any part damaged by fire;
Arising out of the Failure of an otherwise covered part that does not meet Volvo’s specifications,
including modifications and/or alterations to the Vehicle not approved by Volvo’s authorized
representative. (Some examples but not limited to: oversized tires, headers, altered ignition system,
free flow exhaust system, lift kit and aftermarket alarm systems);
Covered by warranty, repairer’s guarantee, other service contract, or insurance policy;
Of any part(s), component(s), or repair(s) described as covered by Volvo’s New Car Limited
Warranty for the term and mileage of such coverage at the time of first retail sale, whether collectible
or not;
If the Vehicle is used for racing on or off road, competition or speed contest or towing a trailer unless
equipped with a Volvo- approved towing kit and the weight of the trailer does not exceed Volvo’s
specifications;
If the Vehicle is used as a police car or other emergency vehicle, or for livery, rental, taxi or snow
plowing;
Where it is determined that for more than 1 month or 1,000 miles the odometer has been inaccurate,
inoperative or altered so that the Vehicle’s true mileage cannot be verified;
That is a direct result of a mechanical or structural defect when Volvo has announced a public recall
for the purpose of correcting such defect;
Due to continued operation and failure to protect the Vehicle from further damage caused by lack of
necessary coolants or lubricants;
Of a covered part damaged by a non-covered part;
Of a covered part which is damaged by fuel or lubricant contamination, rust or corrosion;
Any damage from pre-ignition or detonation, regardless of cause;
That occurs prior to this Limited Warranty’s effective date or is reported after this Limited Warranty’s
expiration.
Loss of time, inconvenience, bodily injury and property damage, or other incidental or consequential
damage that results from Mechanical Breakdown or Failure.
Storage and freight charges.
Repairs to any non-covered parts.
Repairs performed by any repair facility other than an Authorized Volvo Dealer, except when
deemed a true emergency, at the sole discretion of the Administrator.
The cost of teardown, diagnostic time, disassembly or assembly if Coverage cannot be applied.

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2019-01-17

Service Manager Bulletin 00-436
Certified By Volvo Warranty Claim Submission
There is No deductible.
Only those vehicles that have the comment “Certified by Volvo /5 years unlimited mileage/VCPO5”
in the Warranty Vehicle Inquiry screen are eligible to have Certified by Volvo warranty claims submitted
through the Volvo warranty system.
Certified by Volvo warranty claims will be entered and processed using the normal retailer warranty
system. Parts will be reimbursed at the suggested list price (retail) at the time of repair and Labor will
be reimbursed at the retailer’s established warranty rate in effect at the time of the repair. Labor will be
reimbursed based on the published VST labor times in effect at the time of repair.
All claims must be entered using the standard Volvo warranty claim submission requirements. Refer
to the Claim Preparation and Submission Procedures section of the Warranty Policy and Procedures
Manual for details.
All Certified by Volvo claims will be entered using the Long Form and will require claim type VCPO5.
Certified by Volvo claims entered with any other claim type will be returned as unprocessable.
Questions on claim payments or warranty policy should be directed to the Warranty Processing
Department. Payments may be appealed via the Electronic Warranty Claim Appeal/Inquiry
Application found on the Volvo Cars Portal.
The status and payment of Certified by Volvo claims will appear under the CPO section of the Weekly
Transaction Statement.
DCS Vehicle Inquiry must be checked to verify that the vehicle is eligible for the Certified by Volvo
warranty. Vehicles must also be checked for full or partial warranty voids. Vehicle voids will be
indicated in DCS Vehicle Inquiry. Any questions concerning the nature of the void should be directed
to the Warranty Help Desk. This Certified by Volvo warranty will not apply where Volvo has determined
voided vehicle coverage.

2019-01-17

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