NHTSA ID Number: 10236512
Manufacturer Communication Number: Manual1
TSB/Document Date: 2023-05-22
Summary
Warranty Policies and Procedures Manual
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Policies and Procedures Manual | Table of Contents
Page 8
3.46 Repurchased (Reacquired) Vehicles ................................................................... 138
3.47 Repeat Repairs/Shop Comebacks ....................................................................... 139
3.48 Road Test Labor Operations ................................................................................ 139
3.49 Roadside Assistance ............................................................................................ 139
3.50 Safety Belts ............................................................................................................ 140
3.51 Service Xpress (VW
Brand Approved) ................................................................ 140
3.52 Seat Covers ............................................................................................................ 142
3.53 Shock Absorbers – Volkswagen Limited Lifetime Warranty ............................. 142
3.54 Struts and Strut Inserts – Volkswagen Limited Lifetime Warranty................... 142
3.55 Sunroof ................................................................................................................... 142
3.56 Technician Efficiency ............................................................................................ 143
3.57 Technician Helpline/VTA Case Number .............................................................. 143
3.58 Technician Time Recording.................................................................................. 145
3.59 Tires ........................................................................................................................ 148
3.60 Towing .................................................................................................................... 149
3.61 Transmission Repair vs. Replacement................................................................ 150
3.62 Tuning and Modifications of the Vehicle............................................................. 150
3.63 Update Technical Bulletins................................................................................... 151
3.64 Warranty Extensions ............................................................................................. 151
3.64.1 Volkswagen Limited Extension Warranties ................................................. 151
3.64.2 Warranty Extension for Demonstrator, Service Loaner, Driver Education,
Dealer Daily Rental or VWoA Company Cars ............................................. 180
3.65 Warranty Repair Acceptance Process in WISE .................................................. 180
3.66 Wear and Tear Covered Components – NVLW ................................................... 181
3.67 Wheel Alignment and Balance ............................................................................. 181
3.68 Wiper Blades .......................................................................................................... 182
4
VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY ..................................... 183
4.1
New Vehicle Receipt.............................................................................................. 183
4.2
Vehicle Inventory Storage/Maintenance.............................................................. 190
Volkswagen of America, Inc.
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4.3
5
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Customer Delivery ................................................................................................. 193
WORLDAUTO CERTIFIED PRE-OWNED LIMITED WARRANTY ADMINISTRATION .. 194
5.1
Vehicle Eligibility ................................................................................................... 195
5.2
Inspection & Certification ..................................................................................... 195
5.2.1
WorldAuto Certified Pre-Owned Vehicle Certification Request ................... 196
5.2.2
Denial of Certification Request/Cancellation ............................................... 197
5.3
Warranty Initiation ................................................................................................. 197
5.4
CPO Warranty Fees ............................................................................................... 198
5.5
Administrative Fee for Non-Standard Parameters of the WorldAuto CPO
Program ................................................................................................................. 198
5.6
Customer/Dealer Deductible ................................................................................ 199
5.7
Warranty Transfer.................................................................................................. 199
5.8
Dealer Confirmation of Coverage ........................................................................ 199
5.9
Inquiries/Literature ................................................................................................ 200
5.10 Dealer Compliance with Federal Trade Commission Used Motor Vehicle Rule200
6
APPENDIX: WARRANTY STATEMENTS........................................................................ 201
6.1
6.2
6.3
6.4
6.5
New Vehicle Limited Warranty ............................................................................. 201
6.1.1
What is Covered .......................................................................................... 201
6.1.2
What is Not Covered ................................................................................... 202
Powertrain Limited Warranty................................................................................ 206
6.2.1
What is Covered .......................................................................................... 206
6.2.2
What is Not Covered ................................................................................... 207
Hybrid System Limited Warranty ......................................................................... 210
6.3.1
What is Covered .......................................................................................... 210
6.3.2
What is not covered ..................................................................................... 211
High-Voltage System Limited Warranty (e-Golf Only) ....................................... 214
6.4.1
What is Covered .......................................................................................... 214
6.4.2
What is not covered ..................................................................................... 216
Limited Warranty Against Corrosion Perforation............................................... 218
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6.6
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6.5.1
What is Covered .......................................................................................... 218
6.5.2
What is Not Covered ................................................................................... 219
Federal Emissions Warranties ............................................................................. 220
6.6.1
General Warranty Information ..................................................................... 220
6.6.2
Federal Emissions Control System Defect Warranty .................................. 221
6.6.3
Federal Emissions Performance Warranty .................................................. 222
6.7
California Emissions Warranties ......................................................................... 226
6.8
Volkswagen Parts and Accessories Limited Warranty ...................................... 233
6.9
Replacement Muffler, Shock Absorber, Strut, Strut Insert ................................ 235
6.10 WorldAuto Certified Pre-Owned Limited Warranty ............................................ 237
INDEX ...................................................................................................................................... 241
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Policies and Procedures Manual | Definitions and Abbreviations
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DEFINITIONS AND ABBREVIATIONS
DEFINITIONS AND ABBREVIATIONS
BBB
Better Business Bureau
CARB
CFR
California Air Resources Board
Code of Federal Regulations (U.S.)
CPO
Certified Pre-Owned
Customer/Owner
Volkswagen product owner
Dealer(ship)
Authorized Volkswagen Dealer or Authorized Service Center
Electronic Control Module
EPA
Environmental Protection Agency
ERO
FOM
GF
GFF
HAZMAT
MAT
MIL
MVMA
MY
NHTSA
NVLW
PDC
PDI
QTM
R.O.
SRT
STI
TCM
Electronic Repair Order
Fixed Operations Manager
Guided Functions
Guided Fault Finding
Hazardous Material
Minimum Allowed Thickness
Malfunction Indicator Lamp
Motor Vehicle Manufacturing Association
Model Year
National Highway Traffic Safety Administration
New Vehicle Limited Warranty
Parts Distribution Center
Perfect Delivery Inspection
Quality Technical Manager
Repair Order
Suggested Repair Times
Subject to Inspection
Transmission Control Module
U.S.
United States of America and its territories
VCOP
Volkswagen Castrol Oil Program
VIM
Volkswagen Inventory Management
VIN
Vehicle Identification Number
Volkswagen
VWoA
VWGoA
WFM
Volkswagen of America, Inc. an operating unit of Volkswagen Group of
America, Inc. ("Volkswagen of America, Inc.”)
Volkswagen of America, Inc.
Volkswagen Group of America, Inc.
Warranty Field Manager
WISE
Warranty Information and Service Evaulation website
WPRC
WPSP
Warranty Parts Return Center
Warranty Parts Shipping Portal
Volkswagen of America, Inc.
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Policies and Procedures Manual | Commonly Used Phone Numbers
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COMMONLY USED PHONE NUMBERS
COMMONLY USED PHONE NUMBERS
Accounts Receivable:
1-905-428-6700
Automotive Warranty Services:
(formerly Ryan Warranty Services)
1-800-909-7926
Customer CARE Center:
1-800-822-8987
NAVTEQ
1-888-628-6277
Roadside Assistance:
1-800-411-6688
Systems Help Desk:
1-866-892-3375
Technical Assistance:
1-800-678-2389
Tools and Equipment Programs:
(Equipment Solutions)
1-800-892-9650
Volkswagen Transportation
Damage Claims Department:
1-877-365-0343
Archway (formerly Resolve):
1-800-544-8021
Volkswagen Warranty
1-866-306-8447
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General Warranty Guidelines | Overview of New Vehicle Warranties
1
GENERAL WARRANTY GUIDELINES
1.1
OVERVIEW OF NEW VEHICLE WARRANTIES
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Page 13
OVERVIEW OF WARRANTIES MODEL YEAR 2006 – 2015
New Vehicle Limited
Warranty MY 2009 - 2015
12 volt
original
equipment
battery 2/24
3/361
New Vehicle Limited
Warranty MY 2006 - 2008
4/50
Powertrain Limited
Warranty MY 2011 - 2015
All models except Touareg 5/60
Powertrain Limited
Warranty MY 2006 - 2010
5/60
Hybrid System Limited
Warranty
Touareg 10/100
certain hybrid system parts 8/100
High-Voltage System
Limited Warranty (e-Golf
only)
certain high-voltage system parts 5/60
high-voltage battery (defects in
material and workmanship and
net capacity loss below 70%)
8/100
Limited Warranty Against
Corrosion Perforation
12/unlimited2
Federal Emissions
Warranty (not applicable
for e-Golf)
certain
emission parts
2/24
California Emissions
Warranty (not applicable
for e-Golf)
any emission related part
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TSB/Document ID: Manual1
Replacement Service Bulletin Number:
MFR Communication Date: 2014-11-01
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: EQUIPMENT:OTHER:OWNERS/SERVICE/OTHER MANUAL
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