VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

New Vehicle Limited Warranty Brake Pad Wear Policy and FAQ
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

51

002

Warranty

United States and Canada

REVISIONS:

ISSUE DATE:

STATUS DATE:

Updated coverage guidelines and added
FAQ section

2020-10-27

2020-12-15

Page 1 of 4
“Right first time in Time”
This release supersedes the previous version dated 10/27/20. The Coverage Guidelines have been
updated and a FAQ Section has been added.
Volvo Car USA, LLC is committed to ensuring an exceptional ownership experience. To further
enhance each owners experience and maintain a superior level of satisfaction with the Volvo brand and
the resulting relationship with our retailers, Volvo is pleased to announce the New Limited Warranty
Brake Pad Wear Policy. This new policy is specifically related to excessive or premature brake pad
wear.
Currently brake pads are covered for wear only under Volvo’s 1 year / 12,000 miles/20,000 kilometers
Adjustment Coverage. Effective with repairs dated November 1, 2020 and later Volvo will warranty
the replacement of brake pads for wear in excess of normal, as outlined in VIDA, when wear is the only
defect, for three (3) years or 30,000 miles/48,000 kilometers, whichever occurs first. Please refer to
VIDA for wear specifications as well as acceptable measuring tools and procedures.
This policy change does not modify nor superscede Volvo’s current brake pad coverage under Volvo’s
New Vehicle 4 year or 50,000 mile/80,000 kilometers Limited Warranty coverage for defects in
materials or causal replacement in conjunction with a related warranty repair or any existing TJ’s.
Note: Brake discs/rotors are covered by the 4 year 50,000mile/80,000km New Vehicle Limited
Warranty as outlined in the Warranty Policy and Procedure Manual-> Section 1 - Volvo Warranty
Basics-> Group 5: Brakes-> Brake System.

Produced and printed in the USA and available as an electronic document.
© 2020 VOLVO CAR USA, LLC

Service Manager Bulletin 51-002
Coverage Guidelines
Effective with repairs dated November 1, 2020 and later brake pads that excedes VIDA specification
for normal wear will be covered for 3 years or 30,000 miles/48,000 kilometers, whichever occurs first.
All wear specifications as well as acceptable measuring tools and procedures as outlined in VIDA are
applicable.
Brake pads and related components must be retained and/or returned for analysis as indicated on a TMA
Parts Return Copy or Weekly STS.
Use the below chart, VIDA information (InformationàProduct SpecificationàSpecification,
Mechanicalà5 Brakesà51 Wheel Brakeà511/512àBrake Pads, front/Brake Pads, rear), and Optional
Calculation Method as guides to help determine if the brake pads should be replaced under this
coverage.
KM
16000
32000

Miles
10000
20000

Front New at 12mm
Worn to 7mm*
Worn to 5mm*

Front New at 10.75mm
Worn to 7mm*
Worn to 5mm*

Rear New at 11mm
Worn to 7mm*
Worn to 5mm*

*Assumes Brake Pads have not been replaced prior to this visit. If Brake pads have been replaced prior to this visit please
refer to VIDA to determine if current wear is beyond normal for replacement.

Optional Calculation Method: Wear Rate (pad amount worn*10,000 fixed mileage/vehicle actual
mileage=wear amount per 10,000 miles, calculated wear/VIDA spec on wear per mileage=wear rate
percentage).
Examples:
• 10,000 miles with 7mm remaining on brakes that started at 12mm. The vehicle wear rate is
5.0mm/10,000mi. This is 56% more than the rate posted in VIDA (12-7=5*10,000=50,000/
10,000=5.0mm per 10,000mi wear rate, 5.0 calculated rate/3.2mm per 10,000mile=1.56)
• 10,000 miles with 8mm remaining on brakes that started at 12mm. The vehicle wear rate is
4.0mm/10,000mi. This is 25% more than the rate posted in VIDA (12-8=4*10,000=40,000/
10,000=4.0mm per 10,000mi wear rate, 4.0 calculated rate/3.2mm per 10,000mile=1.25)
• 12,000 miles with 7mm remaining on brakes that started at 12mm. The vehicle wear rate is
4.17mm/10,000mi. This is 30% more than the rate posted in VIDA (12-7=5*10,000=50,000/
12,000=4.17mm per 10,000mi wear rate, 4.17mm calculated rate/3.2mm per 10,000mile=1.30)
• 12,000 miles with 7.5mm remaining on brakes that started at 11mm. The vehicle wear rate is
2.92mm/10,000mi. This is 0.9% less than the rate posted in VIDA (11-7.5=3.5*10,000=35,000/
12,000=2.92mm per 10,000mi wear rate, 2.92 calculated rate/3.2mm per 10,000mile=0.91)

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2020-12-15

Service Manager Bulletin 51-002
Claim Submission
Retailers are required to submit a long form claim for reimbursement. The following claiming
information must be followed when submitting a claim for processing under the New Limited Warranty
Brake Pad Wear Policy.
Warranty claims must include measurments per VIDA guidelines in the repair text.
Claim type: 01
CC: 40
CSC: (applicable to fault)
Main Op: (Only one of the following operation numbers can be submitted.) *
51104-0 (front pads)
Qty: 1
51204-0 (rear pads)
Qty: 1
*Separate claims are required when replacing both the front and rear pads during the same visit.
NOTE: Only the operation numbers provided above are applicable when submitting a claim for
payment under this policy.
The ops provided include all the time necessary to complete the repair. Claims submitted with additional
operations will be returned for correction or adjusted accordingly.
All warranty claim submission and Audit requirements as outlined in the WPPM apply.

2020-12-15

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Service Manager Bulletin 51-002
FAQ
Q1. What is the procedure for those cars that come in at 20,000 miles and the brakes are worn into the
rotors? How would I submit for the rotors? There is no mention of this in the bulletin. Would I just
open a separate line for the rotors?
A1. The goal of the policy is to catch the type of wear that goes beyond usable pad life prior to the next
service... at one of the first two services. We understand that there are plenty of vehicles in service
that may have shown this type of wear with no note or action by the retailer. In this case only, where
the results of the extreme pad wear damages the disc/rotor from metal to metal abrasion, these disc/
rotors should be claimed on the same line as the pad replacement with supportive claim text. In the
rare occasion that this will need to be claimed please reach out to the Warranty Help Desk for specific
claiming instructions. Also note that these discs/rotors will be called back for analysis along with the
brake pads for verification of such extreme wear.
Q2. If a vehicle is at 40,000 km (25,000 miles) and three of the front pads measure in at 5mm and the
fourth is at 3mm would this be covered?
A2. While it is likely there could be measurements that differ from pad to pad if the measurements are in
the claim text and one of them indicate replacement under this policy, then they would qualify. Please
note that the brake pads are subject to analysis and will be checked for measurements.
Q3. Does this coverage extend to vehicles in my used car inventory that fall within the mileage
parameters and exhibit excessive wear?
A3. No, this coverage is not meant to recondition used vehicle inventory and has been provided to
enhance our mutual clients’ experience with the brand, product, and your store.
Q4. A vehicle is in for a brake issue that requires the replacement of the rotors. During the repair the
technician found the pads are below spec. Would the pads be covered under the wear policy as a add on
repair if the vehicle meets all the requirements of the policy?
A4. In cases where there is a customer concern for brake issues and there is a related TJ for the concern
leading to rotor replacement, but the brakes pads have worn in excess of normal wear per VIDA; this
policy would cover the brake pad replacement.
Please note: When submitting claims for repairs as outlined in Q4/A4, a second claim for the brake pad
replacement using the claiming instructions provided must be submitted for parts only. The labor should
be quoted at Qty. 1 Time 0. as the labor to R and R the pads is included in the rotor replacement claim.

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2020-12-15