Serv
vice Informattion
Supportt

Number: V
VSS-13-19

Subject: 2014 Carr-Net Equip
pped Mode
els – Marke
et Introduc
ction

e. 26, 2013
Date: June

Tempora
ary Warranty Process
s and Parts
s Return P
Program
(US Dealers Only)

Supersedes VS
SS 13-17 witth updated date range

Effective:

From
m repair datte July 22 to
o October 1
17, 2013

Model:

All models
m
equipped with Car-Net
C

Model Yea
ar:

2014
4

During the Market
M
Introd
duction of 20
014 models equipped w
with Car-Net, Volkswagen
n will collectt all
warranty rep
pair informattion related to
t any comp
ponents/failu
ures specific to Car-Net tto ensure prrompt
analysis and
d resolution of any emerrging concerrns.
 Perform the preliminary diagnosis. You
u must crea
ate a Volksw
wagen Tech
hnical Assis
stance
(VTA)) ticket and call the Tec
chnical Help
pline prior tto performing any repa
airs.
o

A separa
ate VTA case
e number is required forr each line item of warra
anty repair. T
This excludes
all Requiired Vehicle Updates (RVU), Campa
aign Circularrs and (PSS
S) Pending S
Service (Be
sure both
h RO Numbe
er and RO Date
D
are ente
ered correcttly in all VTA
A cases)

 Conta
act Verizon Telematics
s (VZT) at (8
877) 820-229
90 to ensure
e proper co
onnectivity.
 Do no
ot swap out OCU modu
ules.
 All Vo
olkswagen Te
echnical Ass
sistance cas
ses will need
d to be "CLO
OSED" at the
e completion
n of the
repairr.
 Deale
ers will be no
otified after Volkswagen
V
Technical A
Assistance ca
ase closure of part returrn requests.
 Only warranty
w
claims with a closed Volksw
wagen Tech
hnical Assistance case n
number in the
Comm
ments field and verified return
r
parts will
w be proce
essed for reimbursemen
nt.
Program Highlights: Dealership
D
te
echnicians must
m
create a VTA case
e for every w
warranty repa
air using
nd select con
ncern group "Car-Net – All
A concernss”.
ElsaWeb an
 Call th
he Volkswag
gen Techniciian Helpline with your Vo
olkswagen T
Technical Asssistance acccess code:
1-800-678-2389.
o enter the ac
ccess code given from E
ElsaWeb.
 Selectt the option: prompt 1 to
 The te
echnician mu
ust perform a preliminarry diagnosis on each con
ncern reportted by the cu
ustomer and
obtain
n a Volkswag
gen Technic
cal Assistanc
ce (VTA) acccess code be
efore contaccting the Volkswagen
Techn
nician Helplin
ne.
o Note: Atttachments will be man
ndatory. To
o be able to
o generate a
an access code you
must have an attachment.
 A Car-Net wo
orksheet will be requirred to be co
ompleted an
nd saved.
Page 1 of 5

ver1.3

© 2013 Volkswa
agen Group of America,
A
Inc.
All rights reserved. Information contain
ned in this document is based on the lattest information ava ilable at the time of printing and is subjject to the copyrightt and other intellectu
ual
property rights of Volkswagen Group off America, Inc., its afffiliated companies and
a
its licensors. Al l rights are reserved
d to make changes a
at any time without n
notice. No part of th
his
document may be re
eproduced, stored in
n a retrieval system, or
o transmitted in any
y form or by any meaans, electronic, mech
hanical, photocopyin
ng, recording, or oth
herwise, nor may thes
se
materials be modifie
ed or reposted to oth
her sites, without the prior expressed writtten permission of th
he publisher.

Serv
vice Informattion
 If a pa
art is ordered
d, the sales doc # must be entered i nto the tech
hnician questtionnaire.
 The te
echnician mu
ust provide complete
c
rep
pair informattion in the V
VTA system p
prior to closing a VTA

case.
 See Service
S
Inform
mation-Supp
port docume
ent: VSS-08--12 “Techniccian Prepara
ation when C
Calling the

Volksw
wagen Dealer Technicia
an Helpline”.
 The Volkswagen
V
Technician
T
Helpline
H
con
nsultant will p
provide a Vo
olkswagen T
Technical Asssistance

case number
n
for each
e
properlly documentted concern (repair) on tthe repair orrder brought up by the
techniician.
o Note: Th
his number is
s different fro
om the acce
ess code gen
nerated whe
en creating a case in
ElsaWeb
b. The case code
c
has a 2 digit letter code then a series of nu
umbers. (Exxample FE1234). Th
his number is
i only given
n once the d ealer calls th
he Technica
al Helpline an
nd the case
is acceptted by a Helpline Consultant.
 The Volkswagen
V
Technical
T
As
ssistance ca
ase number((s) and closu
ure date for each repair must be
written
n on the bac
ck of the repa
air order alo
ongside the ttechnician pu
unch time fo
or the applica
able repair
(ERO dealers enter the contact number under
u
the de scription of tthe repair information), a
and entered
in the Comments Field of eac
ch eligible wa
arranty claim
m.

Warranty and
a Parts Return Pro
ocess:
 The Volkswagen Wa
arranty Parts
s Return Center will notiify the deale
ership of a pa
art return on
n all closed











Volkswa
agen Technic
cal Helpline case numbe
ers within on
ne (1) busine
ess day.
Warranty Parts Retturn Center personnel
p
will:
w
o Create a shipping request in the Warranty P
Parts Shippin
ng Portal (WPSP).
m for each p
o Create and email a Warranty
W
Pa
art Shipping R
Request form
part request
o Follow up
p with the de
ealership if the requeste
ed part(s) is n
not picked u
up by FedEx in 48hrs.
Dealership perso
onnel should
d:
o Monitor the
t Outstand
ding Warranty Parts Rep
port in WPSP
P for new re
equests.
o Print the pre-address
sed shipping
g label from tthe WPSP
umentation and a printe
o Return th
he requested
d part(s) with
h repair docu
ed copy of the VTA case
to the Wa
arranty Parts
s Return Ce
enter same d
day.
4 hours of re
o Enter the
e warranty cllaim into SA
AGA within 24
epair.
Replace
ed parts on the warranty claim will be
e requested through SA
AGA with the
e exception o
of Hazard
Material (HAZMAT) parts.
In the ev
vent a HAZM
MAT part (airrbags, seat belts,
b
batter ies, etc.) is rrequested th
hrough SAGA
A contact
the Warranty Helplin
ne: 866-306
6-8447
HAZMAT parts will be
b requested
d on a case--by-case bassis during th
he launch. Yo
our dealersh
hip will be
contacte
ed with a req
quest for HA
AZMAT parts. Parts shou
uld be shippe
ed as outline
ed in the Wa
arranty Parts
s
Requestt User’s Guid
de.
Engines
s and Transm
missions will be requeste
ed on a case
e by case ba
asis. Your d
dealership will be
contacte
ed with a req
quest for an engine or tra
ansmission. Follow the shipping gu
uidelines as o
outlined in
the Warranty Parts Request
R
Use
er’s Guide.
If reques
sted parts arre returned prior
p
to receiving a SAG
GA part return
n request, email the Wa
arranty Parts
Return Center
C
(vwoa
awprc@vw.c
com) with co
omments reg
garding the return and p
provide the F
FedEx
tracking number.

 If the pa
arts have nott been return
ned at the tim
me of claim ssubmission,, the SAGA b
barcode and
d required

documentation (i.e. repair orderr and technic
cian notes) sshould be se
ent with the rrequested pa
arts.
 A printed
d copy of the
e Volkswage
en Technical Helpline ca
ase number as well as a
all applicable
e required

documentation must be included
d when send
ding the requ
uested partss.
Page 2 of 5
© 2011 Volkswa
agen Group of America,
A
Inc.
All rights reserved. Information contain
ned in this document is based on the lattest information ava ilable at the time of printing and is subjject to the copyrightt and other intellectu
ual
property rights of Volkswagen Group off America, Inc., its afffiliated companies and
a
its licensors. Al l rights are reserved
d to make changes a