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Policy Application from A to Z | Technician Time Recording

Page 147

Example Time Flag for Replace Rear Window Seal –
Labor Operation 6123 19 00 for 30 Time Units

The line code designation can be either alpha or numeric1
1

BEST PRACTICE RECOMMENDATION: While not required by Volkswagen, it is a best practice recommendation to

also include a notation for the type of work performed (e.g. Diagnosis, A-Time, Normal Repair Time, etc.). While
Volkswagen does not mandate the usage of specific notation for the type of work performed, it is recommended that the
notation used by the Dealer be consistently applied throughout the Service Department.

Example Time Flag for Replace Rear Window Seal –
Labor Operation 6123 19 00 for 30 Time Units

The line code designation can be either alpha or numeric1

1

BEST PRACTICE RECOMMENDATION: While not required by Volkswagen, it is a best practice recommendation to

also include a notation for the type of work performed (e.g. Diagnosis, A-Time, Normal Repair Time, etc.). While
Volkswagen does not mandate the usage of specific notation for the type of work performed, it is recommended that the
notation used by the Dealer be consistently applied throughout the Service Department.

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Policy Application from A to Z | Tires

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Page 148

WHY IT MAKES SENSE TO PUNCH INDIVIDUALLY FOR DIAGNOSIS AND/OR "A" TIME DURING REPAIRS
Example: The normal SRT to replace a component in question is 1.0 hour (1.00 time units).
The technician can carry out this repair in 45 minutes (0.75 time units) thus making him 133% efficient.
(100 ÷ 75) x 100 This claim will pay 1 hour.
If during the course of the repair a need arises to go into "A" time, a separate punch will preserve the
technician’s efficiency on the component replacement. For this example, we will assume that a bolt’s
head is rounded off and needs to be drilled out and tapped before the component can be replaced.
We will also assume that drilling out the bolt and tapping out the hole takes ½ hour (0.50 time units).
If we combine the punch, i.e. only punch “on” when the repair is started and “off” when the repair is
completed, the technician will show a total punch time of 1 hour and 15 minutes (1.25 time units); 0.50
time units for the "A" time and 0.75 time units for replacing the component. Punched in this manner,
1.25 time units is the maximum that can be claimed for this repair. The claim is made up of 1 hour for
the component’s SRT plus the remaining punch time of 15 minutes (0.25 time units) for the “A” time.
A typical punch will show:
 Punch On at 8.00; Punch Off at 9.25
 A total of 1.25 time units may be claimed using the combined punch method
If in the above example individual punches are utilized, we will see:
 Punch On at 8.00; Punch Off at 8.50 (drilling out the damaged bolt)
 Punch On at 8.50; Punch Off at 9.25 (replacing the component)
 The first punch (drilling out the damaged bolt) will pay the complete 0.50 time units as reflected by
the punch.
 The second punch of 0.75 time units will support the claim for the SRT of 100 time units and still
be within VWoA guidelines for efficiency.
 A total of 1.50 time units may be claimed using the individual punch method.
The above examples are also true when claiming for diagnosing a vehicle using Volkswagen-approved
diagnostic tools.
Remember! Efficiency cannot be gained when claiming for "A" time, diagnosis or road tests.

3.59

TIRES
Tires are not covered under the NVLW. Tires are warranted by their respective tire manufacturer.
Volkswagen dealers should assist the customer in any way possible to obtain warranty service from
the tire manufacturer. Volkswagen dealers are responsible for obtaining the manufacturer's tire
warranty statement, which is to be given to the customer. NHTSA and regulations require that a tire
warranty pamphlet be placed in every new vehicle prior to sale. To assist you in replacing any missing
warranty pamphlets, please contact the following tire manufacturers.

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Policy Application from A to Z | Towing

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Page 149

TIRE MANUFACTURERS
Continental General
1800 Continental Blvd.
Charlotte, NC 28273
Dunlop Tire Corp.
1144 East Market Street
Akron, OH 44316
Bridgestone/Firestone Inc
1 Bridgestone Park
Nashville, TN 37214
Goodyear Tire & Rubber Co.
1144 East Market Street
Akron, OH 44316
Hankook Tires Corporate Headquarters
1450 Valley Road
Wayne, NJ 07470
Michelin Tire Corp.
P.O. Box 19001
Greenville, SC 29602-9001
Pirelli Tire North America
300 George Street, 5th Floor
New Haven, CT 06511
Uniroyal Goodrich Tire Co.
P.O. Box 19001
Greenville, SC 29602-9001
Yokohama Tire Corporation
601 South Acacia Avenue
Fullerton, CA 92831

3.60

1-800-847-3349

1-800-548-4714

1-800-356-4644

1-800-321-2136

1-877-740-7000

1-800-847-3435

1-800-747-3554

1-800-521-9796

1-800-423-4544

TOWING
MODEL YEARS 2009 - 2015: 3 YEARS OR 36,000 MILES, WHICHEVER OCCURS FIRST
Roadside Assistance must be contacted for towing; do not submit a SAGA claim.
 Roadside Assistance: 1-800-411-6688
 Refer to the applicable 24-Hour Roadside Assistance Owner’s Guide for specific details on the
services provided

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Policy Application from A to Z | Transmission Repair vs. Replacement

3.61

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Page 150

TRANSMISSION REPAIR VS. REPLACEMENT
TECHNICIAN HELPLINE VTA CASE NUMBER REQUIREMENTS
A Volkswagen Technician Helpline VTA case number with repair instructions is required prior to
replacing all transmissions (complete assemblies).
REPLACEMENT TRANSMISSION
Volkswagen’s policy provides that if the cost of parts and/or labor of a repair exceed 80% of the cost of
a complete remanufactured unit, a complete remanufactured replacement unit must be used, unless
Volkswagen specifies otherwise in particular cases.
GENERAL
62TE (Routan), AG4, and all manual transmission repairs or replacements are required to have an
estimate of the warranty repair costs vs. the replacement costs for the failed transmission using the
Transmission Repair vs. Replacement Worksheet. The Transmission Repair vs. Replacement
Worksheet must be completed and attached to the VTA case prior to replacement.
The Transmission Repair vs. Replacement Worksheet must be attached to the repair order and kept in
the permanent vehicle file. A copy of the worksheet must also be enclosed with the CORE return, if the
transmission is replaced. If the transmission CORE is requested by the WPRC, a copy of the
completed worksheet must still be enclosed with the transmission CORE, along with all other
supporting documentation. The Transmission Repair vs. Replacement Worksheet is available on
WISE under Resource Center > Forms > Transmission.

3.62

TUNING AND MODIFICATIONS OF THE VEHICLE
Damage resulting from the use of new parts not sold or approved by Volkswagen and/or modification
of the vehicle that alters the original engineering and/or operating specifications such as tuning, alarm
systems, or communication equipment is not covered under any circumstance.
 Examples of frequently damaged components due to suspension modification include but are not
limited to: sound absorber pan, tires, bulbs, interior trim, bumper cover, paint, brakes, and
suspension alignment.
 Examples of frequently damaged components due to tuning include but are not limited to:
turbocharger, engine, powertrain, and emission-related components, clutch, torque converter,
brakes, camshaft, and premature wear.

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Policy Application from A to Z | Update Technical Bulletins

3.63

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Page 151

UPDATE TECHNICAL BULLETINS
Update Technical Bulletins are created to update certain components on select vehicles within either
the NVLW period or the Federal Emissions Warranty, and some apply if they are within an Extended
Warranty period. Update Technical Bulletins are published on ServiceNet under UPDATEs.
Updates are always available for a limited period of time.
Dealers must use ElsaPro to verify if an Update is applicable to a vehicle or has already been
completed. Updates are to be performed regardless of a customer complaint and should be done
whenever a customer brings their vehicle to the Dealership for a repair or service.
To ensure prompt and proper payment, be sure to enter, immediately upon completion of the repair
work, the applicable reimbursement code listed on the Update Technical Bulletin. Claims will only be
paid for vehicles that show the Update code in ElsaPro on the day of repair.
UPDATE CLAIM TYPE/PARTS/LABOR
 Claim Type: 710 or 790 (Before delivery)
 Parts and Labor: Automatically generated according to the reimbursement code.
Inform the customer in writing of all Updates performed.
For Update claim entry questions, please contact Volkswagen Warranty.

3.64

WARRANTY EXTENSIONS

3.64.1

VOLKSWAGEN LIMITED EXTENSION WARRANTIES

3.64.1.1

ENHANCED OIL SLUDGE LIMITED WARRANTY EXTENSION FOR 2001 – 2004 MODEL YEAR
VOLKSWAGEN PASSAT VEHICLES EQUIPPED WITH 1.8L TURBO ENGINES
INTRODUCTION
Volkswagen is providing an Enhanced Oil Sludge Limited Warranty Extension (as applicable and
described below) covering oil sludge related repairs or engine replacement due to oil sludge for
2001 – 2004 model year Volkswagen Passat vehicles equipped with 1.8L turbo engines. The period of
this extended warranty is 10 years or 120,000 miles, whichever occurs first, from the vehicle's original
in-service date. This warranty extension is fully transferable to subsequent owners. Customers are
also eligible to receive a one-time only $25.00 oil and filter change discount.

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Policy Application from A to Z | Warranty Extensions

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APPLICABILITY OF ENHANCED 10 YEAR/120,000 MILE OIL SLUDGE WARRANTY
WHAT VEHICLES ARE ELIGIBLE FOR COVERAGE UNDER THE ENHANCED 10 YEAR/120,000 MILE OIL SLUDGE
WARRANTY ("ENHANCED OIL SLUDGE WARRANTY")?
The Enhanced Oil Sludge Warranty only applies to 2001 – 2004 model year Volkswagen Passat
vehicles equipped with 1.8 liter turbo engines.
WHAT IS THE PERIOD OF COVERAGE?
10 years or 120,000 miles, whichever comes first, from the date the vehicle enters service in the
hands of the first retail purchaser or lessee or as a company car.
WHAT DOES THE ENHANCED OIL SLUDGE WARRANTY COVER?
Engine repair or replacement due to oil sludge*. If the engine damage is not due to oil sludge, the
Enhanced Oil Sludge Warranty does not apply.
* “Oil Sludge” is the deposits, including coking, which can form in the 1.8 liter turbo engine due to
excessive degradation of engine oil and which impairs the lubrication of the engine.
WHAT IS REQUIRED FOR COVERAGE?
In order to qualify, the customer must present proof that after January 19, 2011, he/she had every oil
and filter change which was required at the currently specified oil maintenance intervals performed
using VW specification 502 00 oil or a synthetic oil certified as complying with VW specification 502
00 oil.
This means that you, the Dealer, must require proof that all required oil and filter changes after
January 19, 2011: (a) were performed, and (b) were performed using VW specification 502 00 oil or a
synthetic oil certified as complying with VW specification 502 00 oil.
Coverage under the Enhanced Oil Sludge Warranty depends upon how many oil and filter changes
were required under the vehicle’s oil maintenance schedule after January 19, 2011, and the proof
presented by the customer.
THERE ARE THREE (3) BASIC CATEGORIES:
1. At the time the vehicle is brought in, no oil and filter changes were required under the oil
maintenance schedule since January 19, 2011.
2.
3.

At the time the vehicle is brought in, one (1) oil and filter change was required under the oil
maintenance schedule since January 19, 2011.
At the time the vehicle is brought in, two (2) or more oil and filter changes were required under
the oil maintenance schedule since January 19, 2011.

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CATEGORY 1 – WHAT PROOF DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLE IS
BROUGHT IN, NO OIL AND FILTER CHANGES HAD BEEN REQUIRED UNDER THE OIL MAINTENANCE SCHEDULE
SINCE JANUARY 19, 2011?

The customer will be entitled to coverage for 100% parts and labor if he/she presents proof
that the last two (2) required oil and filter changes were performed using an oil permitted by
the maintenance schedule. If the customer cannot present proof of the last two (2) required
oil and filter changes, he/she will be entitled to limited coverage for 50% parts and labor.
CATEGORY 2 – WHAT PROOF DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLES
IS BROUGHT IN, ONE (1) OIL AND FILTER CHANGE WAS REQUIRED UNDER THE OIL MAINTENANCE SCHEDULE
SINCE JANUARY 19, 2011?

100% Coverage – Parts and Labor: The customer will be entitled to coverage for 100% parts
and labor if he/she presents proof of two things: (1) that the oil and filter change required after
January 19, 2011 was performed using VW specification 502 00 oil or a synthetic oil certified
as complying with VW specification 502 00, and (2) that the last oil and filter change required
before January 19, 2011 was performed using an oil originally specified by the Owner’s
Manual. Proof of both is necessary for 100% parts and labor coverage.
50% Coverage – Parts and Labor: If the customer only presents proof of # 1 - the oil and filter
change required after January 19, 2011 using VW specification 502 00 oil – then he/she will
be entitled to limited coverage for 50% parts and labor.
No Coverage: If the customer does not present proof of # 1 – that the oil and filter change
required after January 19, 2011 was performed using VW specification 502 00 oil or a
synthetic oil certified as complying with VW specification 502 00 – there is no coverage under
the Enhanced Oil Sludge Warranty. This is because the customer must show proof that every
oil and filter change required by the oil maintenance schedule after January 19, 2011 was
performed using VW specification 502 00 oil or a synthetic oil certified as complying with VW
502 00.
CATEGORY 3 – WHAT PROOD DOES THE DEALER NEED FOR COVERAGE WHEN, AT THE TIME THE VEHICLE IS
BROUGHT IN, TWO (2) OR MORE OIL AND FILTER CHANGES WERE REQUIRED UNDER THE OIL MAINTENANCE
SCHEDULES SINCE JANUARY 19, 2011?

The customer will be entitled to coverage for 100% parts and labor if he/she presents proof
that all of the oil and filter changes required after January 19, 2011 were performed using VW
specification 502 00 oil or a synthetic oil certified as complying with VW specification 502 00.
If the customer does not present such proof, there is no coverage under the Enhanced Oil
Sludge Warranty.
You, the Dealer, must require proof that every required oil and filter change after January 19,
2011 (a) was performed, and (b) was performed using VW specification 502 00 oil or a
synthetic oil certified as complying with VW specification 502 00.

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Policy Application from A to Z | Warranty Extensions

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For example, if, at the time the vehicle is brought in, four (4) oil and filter changes had been
required by the oil maintenance schedule since January 19, 2011, and the customer does not
present proof that all four (4) required oil changes were performed at the proper intervals
using the proper oil stated above, the customer is not eligible for coverage.
If, for example, eight (8) oil and filter changes were required under the vehicle’s oil
maintenance schedule after January 19, 2011, and the customer has proof that 7 of the
required 8 were performed using VW specification 502 00 oil or a synthetic oil certified as
complying with VW specification 502 00, the customer is not eligible for coverage under the
Enhanced Oil Sludge Warranty. Proof of all required oil and filter changes after January 19,
2011, using the proper oil stated above, is needed for the customer to have coverage.

WHAT "PROOF" IS NEEDED FOR COVERAGE?
 If the oil/filter change was performed at an oil change facility:
a.
b.

Cancelled check, credit/debit card receipt, or oil maintenance receipt from the oil change
facility, and
Written confirmation or verification from the oil change facility which shows that the oil and

filter change was actually performed using the required oil.
 If the oil/filter change was performed by the customer:
a. Receipts, cancelled checks, credit/debit card receipts for the purchase of the required oil,
b.

and
Affidavit, signed by the customer and notarized, stating the dates and mileage when each of
the oil and filter changes were performed, and attesting that VW specification 502 00 oil was
used after January 19, 2011, and oil specified in the Owner’s Manual was used prior to
January 19, 2011.

WHAT IF THE CUSTOMER DOES NOT USE VW SPECIFICATION 502 00 OIL OR A SYNTHETIC OIL CERTIFIED AS
COMPLYING WITH VW 502 00 AFTER JANUARY 19, 2011?
If the Customer continues to maintain his/her vehicle with the oil originally specified in the Owner’s
Manual after January 19, 2011, then only the Eight (8) Year Extended Warranty (unlimited mileage)
will apply if the vehicle is still eligible under that warranty.

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