 Infotainment Worksheet
 Brake Disc Measurement Form
Forms are available on WISE under Resource Center > Forms.
SHIPPING REQUEST
If an authorized Volkswagen Factory Representative or Volkswagen employee requests a part to be
shipped to the WPRC, a "shipping request" will be added to the Warranty Parts Shipping Portal.
Dealers must check their Outstanding Warranty Parts Report frequently for newly added shipment
requests.
WARRANTY PART RELEASE AUTHORIZATION FORM
If an authorized Volkswagen Factory Representative or Volkswagen employee needs to remove a part
from the dealership, a completed Warranty Part Release Authorization Form must be received by the
dealership before releasing the part. The form must be attached to the repair order for future
reference.

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Warranty Administration | Warranty Parts Return Center Requirements

2.5.4

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PACKING PARTS REQUESTED BY THE WARRANTY PARTS RETURN CENTER
 IMPORTANT: Shipment of all hazardous part(s) is illegal unless you are HAZMAT certified. If you
are certified to handle hazardous goods, you must follow all Federal and State laws.
PACKING WARRANTY PART(S)
 Attach the Warranty Parts Return Document from the WPSP to the requested part. The Warranty
Parts Return Document may be more than one page and all pages should be printed and attached
to the requested part.
 Attach all applicable documentation to the requested part(s).
 Always return all part(s) in their original box. If the original box is not intended to be used
as a stand-alone shipping box, it must be placed in a proportionately sized outer box and
protected using bubble wrap or other type of packing material that is suitable to withstand
transit handling by the transporter.
 Packages arriving at the WPRC with damages sustained during shipping due to improper
packaging may be refused by the WPRC. Damaged and/or contaminated parts make it
impossible to establish valid test results. For example, windshield wipers may not be taped or
wired together.
 A separate box must be used for each part request claim (parts pertaining to one claim, in one
box, using one shipping label).
 Before shipping all warranty parts must be drained of fluids.
GENERAL
 Do not attach paperwork to the part in any way that may damage, mar, bend, cut, warp or
contaminate the part, or the part may be considered damaged by outside influence.
 Special care must be taken with fuel injection components, sensitive electronic components,
instruments, and air conditioning components. These components must be returned complete, as
supplied by the vendor, with all the protective caps, plugs, covers, levers, etc. in place.

2.5.5

PART RETENTION AT THE WARRANTY PARTS RETURN CENTER
 Part(s) found with discrepancies/missing documents will be placed in retention for a maximum of
14 calendar days in the WPRC after the claim is "cancelled" in SAGA.
 If the dealer does not respond to the claim cancellation, Volkswagen will process the "acceptance"
of the "cancelled" claims that remain in the Dealership's Process/Confirm tab aged over 14
calendar days.
− If the part has core value, it will automatically be returned to the dealer, which may be at
−

the dealer's expense, via FedEx third party billing
If the part does not have core value, the dealer has 7 calendar days, from the date of the
audit trail displaying the claim debit, to request the part be returned to the dealership or it
will automatically be scrapped

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PART RETURN FROM THE WARRANTY PARTS RETURN CENTER
 If the dealer rejects cancellation of the claim, and the response provided is not acceptable to the
WPRC, the dealer may request the part be returned to the dealership by using the email link for
the requested part in the WPSP.
 The dealer may be charged for the shipping costs incurred for returning the part to the dealership
via FedEx third party billing.
 If the claim cancellation is "confirmed", the dealer has 7 calendar days from the date of the audit
trail displaying the claim debit to request, by email, the part be returned.
 If an e-mail request for the part(s) return is not received, the part(s) will be scrapped (or
automatically returned to the dealer, which may be at the dealer's expense, via FedEx third party
billing), if the part(s) has a core value.

2.5.7

SCRAPPING PARTS
It is the dealer’s responsibility to scrap warranty parts after they are listed on the Part Destruction and
Core Disposition Report, excluding parts with an exchange core value, which must be returned to the
PDC, unless a warranty audit is scheduled. If a warranty audit is scheduled, see the topic Parts
retention period for warranty audits in section 2.5.2.2 Warranty Parts Retention.
All scrapped parts must be destroyed in such a manner as to render them useless for their intended
purpose or for the purpose of repairing similar components.

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WARRANTY AUDITS
Volkswagen representatives retain the right to audit all records and all supporting documentation
relating to the service and repair of Volkswagen vehicles by the dealership. If claims cannot be
substantiated or the documentation is not in compliance with the requirements outlined in the
Volkswagen Warranty Policies and Procedures Manual edition in effect at the time of repair, claims (or
portions of claims) may be denied or charged back.

2.6.1

WARRANTY AUDIT PROCEDURES

2.6.1.1

NOTIFICATION
Prior to a Warranty Audit, an authorized representative of VWoA will provide written notification to the
dealership's management that VWoA intends to conduct a Warranty Audit. Information related to the
start date, parts retention instructions and other advice for the dealership will be included with the
notification.

2.6.1.2

WORKSPACE
The Warranty Field Manager (WFM) and dealership management shall agree on a workspace for the
persons conducting the audit. Such workspace shall be selected so that the audit does not interfere
with routine dealership business. Likewise, the audit workspace should not cause routine dealership
business to interfere with the audit. The location should be suitably sized to accommodate the auditors
and their equipment and be in a climate-controlled, office-like environment. Consideration should be
given to the security of confidential customer information which may appear on repair orders or other
documents.

2.6.1.3

DOCUMENT RETRIEVAL
The WFM will provide a list of VINs to the dealership on the first day of the audit. Locating and
providing the VIN files requested by the WFM is the responsibility of the dealership. Documents such
as repair orders, sales documents, parts invoices and any other required documentation needed to
support a claim or financial transaction between VWoA and the dealership must be provided when
requested. If the required documentation is not made available to the WFM within the timeframe of the
audit, the related claim may be denied or charged back.

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PARTS INSPECTION
The WFM will provide a list of parts to be inspected during the audit. Locating and providing the parts
requested by the WFM is the responsibility of the dealership. Supporting documentation for the related
claim must be provided when requested. If the required part and/or documentation are not made
available to the WFM within the timeframe of the audit, the related claim may be denied or charged
back.

2.6.2

WHO PERFORMS WARRANTY AUDITS
Warranty audits are performed by an authorized representative of VWoA.

2.6.3

PARTS RETENTION FOR WARRANTY AUDITS
See section 2.5.2.2 Warranty Parts Retention.

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Policy Application from A to Z | Accidents/Fire Damages/Safety Concerns

3

POLICY APPLICATION FROM A TO Z

3.1

ACCIDENTS/FIRE DAMAGES/SAFETY CONCERNS

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VWoA warranties cover defects in material or workmanship. In instances where it is determined
by VWoA, that a fire or accident was caused by a defect in material or workmanship while the vehicle
is still covered under the New Vehicle Warranty, the expense to repair or replace the vehicle is also
covered by the warranty.
Because special experience and skills may be required to determine whether fire or accident damage
is attributable to a defect covered by warranty or is related to external causes, your Volkswagen
Customer Care Center (1-800-822-8987) should be contacted immediately with the following
information:
 Customer name, address and telephone number
 VIN and current mileage
 Extent of fire or accident damage
 Personal injury and/or property damage (if known)
 Location where vehicle may be inspected
 Availability of police/fire department report(s) including digital pictures
After receipt of such notice, VWoA will determine whether or not an inspection of the vehicle by a Field
Engineer or FOM is required. If VWoA determines that the damage is not related to a defect in
material or workmanship, VWoA will notify the customer accordingly.
Regardless of whether or not the damage will be covered by warranty, the owner should be advised to
contact his or her insurance carrier and report the loss without delay.
IF THE CUSTOMER REPORTS THE FIRE OR ACCIDENT TO THE VWOA CUSTOMER CARE CENTER BEFORE
CONTACTING THE DEALERSHIP, THE FOLLOWING PROCEDURE APPLIES
(This portion is being provided so that your dealership is aware of case handling if the Customer Care
Center becomes involved in the accident/fire).
 If the owner contacts the Volkswagen Customer Care Center to report a fire, accident damage or
physical injury that may possibly be attributable to a defect in a Volkswagen vehicle covered by
warranty, the Customer Advocate obtains the bulleted information stated above.
 The Volkswagen Customer Advocate will assign a contact number and notify our Product Liaison
Department of the incident via a detailed Vehicle Fire/Accident Report.
 Product Liaison determines whether or not an inspection of the vehicle by a Field Engineer or
FOM is required.
 If it is determined that Volkswagen has no liability in the matter, Product Liaison will notify the
Customer Care Center who will inform the owner of our position and close the file.
 Product Liaison may contact the FOM to schedule inspection of the vehicle.

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3.2

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ADD-ON REPAIRS
An add-on repair to a warranty claim requires a signature (first and last name) of the Service
Manager/Service Director or designate*, before the work is performed. (*See section Service
Management Approvals on page 42 for the definition of Service Manager/Service Director designate.)
Technicians do not have the authority to approve add-on repairs.
Add-on repairs lacking a customer complaint can only be performed for safety items or for a repair that
if not completed now will result in a more costly repair soon after as a result of the failure.
When a customer has signed the original repair order, and later contacts the service department for
additional work to be performed, the "add-on" repair request must have the date, time and nature of
the customer complaint written on the front of the repair order and authorized by the Service
Manager/Service Director or designate with a full signature.

3.3

ADDRESS CHANGE/OWNERSHIP CHANGE
Dealers must ensure that correct customer contact data is available to the manufacturer at all times.
Volkswagen must be notified of any change of address or vehicle ownership. Please change the
address of the new owner in SAGA. A customer may use the prepaid "Notice of address change/used
car purchase" post card, which is located inside the Warranty and Maintenance booklet.

3.4

ADJUSTMENTS
NVLW: Service adjustments not usually involving replacement of parts are covered for 1 year or
12,000 miles, whichever occurs first.

3.5

AIR CONDITIONER
Reimbursement for replacement of refrigerant R-134a, 1 unit = 0.01 oz. Up to 16 oz. will be
reimbursed for testing purposes (R-134a = ZVP000134). Claim necessary quantity for replacement of
refrigerant lost due to a defect in material or workmanship. Reimbursement does not cover air
conditioner recharging due to seasonal maintenance.

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AIRBAGS
While airbag systems have proven to be exceptionally reliable and durable, Volkswagen does not
approve the use of airbag systems and components removed from accident, salvage or other vehicles.
Airbag systems are designed and manufactured by Volkswagen for use in specific models and are not
interchangeable with airbags designed for other models. For this reason a record is maintained by
Volkswagen of the identification number of each airbag installed into each vehicle during production.
SALVAGE OR USED AIRBAGS MAY BE UNSUITABLE FOR REUSE FOR A VARIETY OF REASONS, INCLUDING THE
FOLLOWING:

 The salvage or used airbag was designed for installation into a different make, model or model
year vehicle.
 The salvage or used airbag was designed for the same model vehicle but technical changes were
made in the airbag system of the model within mid-model year causing the salvage or used airbag
to become superseded and unsuitable for replacement purposes.
 The salvage or used airbag was improperly removed from the vehicle into which it was originally
installed during production.
 The salvage or used airbag, in particular its electrical connectors and the airbag material, may
have been adversely affected by exposure to weather conditions which may have reduced the
conductivity of wiring and connectors or the integrity or impact characteristics of the airbag
material due to corrosion, excessive moisture, dust or grease and oil products.
All of the factors cited above may affect the performance of airbag systems.
ONCE AN AIRBAG HAS DEPLOYED OR HAS BEEN DEPLOYED, THEN THAT AIRBAG MUST NEVER BE USED AGAIN.
ACCORDINGLY, A DEPLOYED AIRBAG MUST NEVER BE REPAIRED.
A malfunctioning or deployed airbag and airbag components that have been consumed or stressed in
a deployment must always be replaced with new replacement parts that have the same specifications
as those that were originally installed and are available from Volkswagen.
It should also be noted that Volkswagen does not warrant salvage or used airbags against defects in
material or workmanship or in any other respect.
Volkswagen will not accept responsibility for the consequences. Therefore, Volkswagen will not under
any circumstance defend or indemnify any dealer against claims arising from the usage of repaired
airbags and/or used components.
Important:
 Defective seat covers for an airbag-equipped seat that enclose an airbag must always be replaced
and not repaired.
 It is the dealer's responsibility to properly handle and dispose of hazardous parts/materials not
specifically requested by the WPRC. All such handling and disposal of hazardous waste should
be done in accordance with the dealers' local and state laws, as well as all federal laws and
regulations relative to hazardous waste.

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Policy Application from A to Z | Audio

3.7

AUDIO

3.7.1

DIRECT EXCHANGE

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For audio components replaced through Non-Direct Exchange Program see 3.7.2 Non-Direct
Exchange.

DELPHI/PANASONIC/BOSCH/UNITED RADIO DIRECT EXCHANGE PROGRAM HIGHLIGHTS
The Direct Exchange Program pertains to Delphi, Panasonic, and Bosch radios, CD changers and
navigation units and United Radio radios, radio/navigation combo units, amplifiers, CD changers and
instrument clusters.
 Direct Exchange orders covered under a Volkswagen parts or vehicle warranty (New Vehicle
Limited Warranty, Parts and Accessories warranty and the Certified Pre-Owned warranty) must be
placed using the Direct Exchange Order form in Parts on Command.
Direct Exchange orders to fulfill a Customer Loyalty Assistance Program (Goodwill) claim and
orders for customer-pay transactions may be placed through either the Parts Distribution Center (if
stock is available), or the Direct Exchange supplier using the Direct Exchange Order form in Parts
on Command (select “Non-Warranty/Customer Pay”).
 The defective units must be received by the supplier within 30 calendar days of receipt of new or
remanufactured replacement units.
 The dealer must utilize the prepaid labels and packing material provided by the supplier.
AUDIO SYSTEM DIAGNOSTIC PROCESS
 Review customer complaint
 Perform visual inspection/complaint identification
 Identify type of complaint: Physical/Cosmetic or Performance/Operational
INSPECTION: PHYSICAL/COSMETIC
1.
2.
3.

Check physical condition of audio unit
Validate complaint
Determine if complaint caused by outside influence

4.
5.

If outside influence: No warranty coverage
If no outside influence: Determine audio unit vendor by removing the audio unit or utilizing
the scan tool

6.
7.
8.