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Volkswagen of America, Inc.
Warranty Policies and Procedures Manual

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FOREWORD
This document regulates handling and processing of warranty liabilities between authorized
Volkswagen dealers and Volkswagen of America, Inc. It is part of the Dealer Agreement Standard
Provisions, and should be used as a reference guide for Warranty Administrators and Service
Managers in their daily decision-making.
Any and all rights and obligations of Volkswagen and its authorized dealers are subject to any
applicable state or federal law or regulation.
The manual contains the following chapters:
What's New
Definitions and Abbreviations
Commonly Used Phone Numbers
1

General Warranty Guidelines

2

Warranty Administration
Warranty Coverage Verification
Warranty Claims
Repair Order Documentation
Reimbursement Policy
Warranty Parts Handling
Warranty Audits

3

Policy Application from A to Z

4

Vehicle Receipt, Storage and Customer Delivery

5

WorldAuto Certified Pre-Owned Limited Warranty Administration

6

Appendix: Warranty statements
Index

From time to time Warranty Bulletins will be published to modify existing warranty policies or add new
policies to the ones published in this manual. The Warranty Bulletin's policy will be incorporated into
the next scheduled revision of this manual.

© 2013 Volkswagen of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject
to the copyright and other intellectual property rights of Volkswagen of America, Inc., its affiliated companies and its licensors. All rights are
reserved to make changes at any time without notice. No part of this document may be reproduced, stored in a retrieval system, or
transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these materials be
modified or reposted to other sites, without the prior expressed written permission of the publisher.

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WHAT'S NEW
Listed below are the sections from the manual which contain important updated information and a brief
description of the policy topic or change. Please read and become familiar with the updated
information in these sections.
WARRANTY BULLETINS INTEGRATED INTO THE MANUAL
 The following Warranty Bulletins have been integrated into this edition of the manual.
SECTION
NUMBER

WARRANTY BULLETIN
VWP-12-17

Modifications to the Volkswagen Warranty Policies and Procedures
Manual Due to the Launch of the Volkswagen Customer Mobility
Program

3.45

VWP-12-18

Volkswagen DoubleCheck

3.31.2

VWP-13-01

Paint and Corrosion Policy Change

3.19
3.40

VWP-13-02

Additional Transmission Repair vs. Replacement Policy
Requirements

2.3.2
3.62
3.66

VWP-13-03

Engine Oil Reimbursement Policy

2.4.1.2

VWP-13-04

Carefree Maintenance Coverage for Interim Oil Changes for Certain
2009 MY and Forward Volkswagen TDI® Clean Diesel Engine
Vehicles Registered in the State of Illinois Only

3.31.3

VWP-13-05

Engine Exhaust Flap Limited Warranty Extension

1.2.7
3.69.1.25

VWP-13-06

Carefree Maintenance – Increase in the Dealership Participation Fee

3.31.2

VWP-13-07

Service Management Approvals

2.3.2

VWP-13-08

Policy Modifications

1.3
3.62
3.66

VWP-13-09

Section 2.5 Warranty Parts Return Center Requirements Policy
Modifications

2.5

VWP-13-10

Section 4.2 Vehicle Inventory Storage/Maintenance Policy
Modification

4.2

VWP-13-11

Model Year 2014 Prepaid PDI Time Units

4.3.1

VWP-13-12

2014 Model Year Volkswagen Vehicle Warranty, Roadside
Assistance, and Carefree Maintenance

1.1
1.2
3
6

VWP-13-13

Secondary Air Pressure Sensor Limited Warranty Extension

1.2.7
3.68.1.26

VWP-13-14

Policy Modifications

Various

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CONTENT UPDATES
 Section 3.25 Emissions Warranties: Added "Delaware as of 2014 MY" and "Washington, D.C. as
of 2014 MY" to the California emissions states listed in the California Emissions Warranty
Coverage Matrix
 Section 3.25.2 California Emissions Warranty Tables: Added Model Year 2014 7/70 California
Emissions Warranty component coverage table; removed Model Year 2001, 2002, and 2003 7/70
component coverage tables
 Section 3.25.2.2 8/100 California Emissions Warranty Tables: Added Routan Model Year 2013
8/100 California Emissions Warranty component coverage table
 Section 3.30 Maintenance: Removed the section Volkswgen Protection Plus Program for 2004 –
2006 model year Phaeton vehicles as the program is obsolete

GENERAL EDITING UPDATES
 The revision date in the footer of the manual was updated to "06/13"

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TABLE OF CONTENTS
FOREWORD ................................................................................................................................ 2
WHAT'S NEW .............................................................................................................................. 3
TABLE OF CONTENTS ............................................................................................................... 5
DEFINITIONS AND ABBREVIATIONS ..................................................................................... 12
COMMONLY USED PHONE NUMBERS .................................................................................. 13
1

2

GENERAL WARRANTY GUIDELINES .............................................................................. 14
1.1

Overview of New Vehicle Warranties..................................................................... 14

1.2

Warranties at a Glance ............................................................................................ 15
1.2.1

New Vehicle Limited Warranty ...................................................................... 15

1.2.2

Powertrain Limited Warranty ......................................................................... 18

1.2.3

Hybrid System Limited Warranty ................................................................... 21

1.2.4

Limited Warranty Against Corrosion Perforation ........................................... 22

1.2.5

Federal Emissions Warranty ......................................................................... 24

1.2.6

California Emissions Warranty ...................................................................... 25

1.2.7

Volkswagen Limited Extension Warranties ................................................... 26

1.2.8

Volkswagen Parts and Accessories Limited Warranty .................................. 30

1.3

General Guidelines .................................................................................................. 31

1.4

General Exclusions from Coverage ....................................................................... 34

WARRANTY ADMINISTRATION ....................................................................................... 36
2.1

2.2

Warranty Coverage Verification ............................................................................. 36
2.1.1

Delivery Date Discrepancies ......................................................................... 36

2.1.2

Voided Warranty ............................................................................................ 37

2.1.3

Warranty Reinstatement ................................................................................ 37

Warranty Claims ...................................................................................................... 38
2.2.1

Time Limits to File a Claim ............................................................................ 39

2.2.2

Personnel Authorized to Code/Enter Warranty Claims ................................. 39

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2.3

2.4

2.5

2.6

3

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Repair Order Documentation ................................................................................. 40
2.3.1

Required Information on Repair Order .......................................................... 40

2.3.2

Required Documentation with Repair Order.................................................. 42

2.3.3

Documentation for Paint and Corrosion Claims ............................................ 46

2.3.4

Documentation for Parts Warranty Claims .................................................... 46

2.3.5

Document Retention ...................................................................................... 46

2.3.6

Storage, Access to, and Reproduction of Dealer Records ............................ 47

Reimbursement Policy ............................................................................................ 49
2.4.1

Reimbursement of Parts ................................................................................ 49

2.4.2

Reimbursement of Labor ............................................................................... 53

2.4.3

Reimbursement of Sublet Repairs................................................................. 62

Warranty Parts Return Center Requirements ....................................................... 63
2.5.1

Warranty Parts Shipment .............................................................................. 63

2.5.2

Warranty Parts Retention, Storage and claim follow-up at the Dealership.... 66

2.5.3

Documentation for Parts Requested by the Warranty Parts Return Center .. 67

2.5.4

Packing Parts Requested by the Warranty Parts Return Center................... 69

2.5.5

Part Retention at the Warranty Parts Return Center ..................................... 69

2.5.6

Part Return from the Warranty Parts Return Center ..................................... 70

2.5.7

Scrapping Parts ............................................................................................. 70

Warranty Audits ....................................................................................................... 71
2.6.1

Notification Procedures ................................................................................. 71

2.6.2

Who Performs Warranty Audits ..................................................................... 71

2.6.3

Parts Retention for Warranty Audits .............................................................. 71

POLICY APPLICATION FROM A TO Z ............................................................................. 72
3.1

ABS Control Unit ..................................................................................................... 72

3.2

Accidents/Fire Damages/Safety Concerns ........................................................... 72

3.3

Add-On Repairs ....................................................................................................... 73

3.4

Address Change/Ownership Change .................................................................... 74

3.5

Adjustments ............................................................................................................. 74

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3.6

Air Conditioner ........................................................................................................ 74

3.7

Airbags ..................................................................................................................... 74

3.8