 New or remanufactured parts installed during the warranty period are covered for any unused
portion of the New Vehicle, Powertrain, or Emissions Warranties, or for the time and mileage limits
of the VW Parts Warranties, whichever is greater.
 Accessories (e.g., roof rack, MDI box, alloy wheels) installed prior to New Vehicle delivery, are
covered for the New Vehicle Limited Warranty period.
 Accessories installed by a Volkswagen authorized dealer, during the NVLW period, are covered
for the greater of, the remainder of the NVLW period; or 12 months or 12,000 miles, whichever
occurs first.
For detailed information refer to 6.8 Volkswagen Parts and Accessories Limited Warranty.

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GENERAL GUIDELINES
START OF WARRANTY PERIOD
The warranty period begins with the in-service date, which is the date of delivery to the original
purchaser or the original lessee (including original fleet purchases), or the date the vehicle is first
placed in service as a demonstrator or company vehicle, whichever comes first. If not stated otherwise
the warranties are applicable for original purchaser/lessee and subsequent owners.
END OF WARRANTY PERIOD
The warranty period ends at the earliest one of these two events (i.e., whichever occurs first):
 When the vehicle reaches the specific warranty’s exact stated mileage limit (e.g., for the 3 years /
36,000 miles New Vehicle Limited Warranty [NVLW], the warranty ends at precisely 36,000 miles
– not 36,001 miles), or
 On midnight of the day before the given "anniversary" of the in-service date (e.g., for the 3 years /
36,000 miles NVLW, if the vehicle’s in-service date is December 1, 2009, the warranty ends at
midnight on November 30, 2012 – not December 1, 2012)
Repair orders must be opened prior to the end of the warranty to be eligible for warranty
reimbursement.
WARRANTY OBLIGATION
Repair of the defect or replacement of the defective part.
Only authorized Volkswagen dealers may perform warranty work. They must ensure that covered
repairs/replacements for all eligible Volkswagen customers are performed free of charge and in
compliance with these guidelines. An exception may be made in the case of an emergency repair (see
3.21 Emergency Repairs).
 Defects in material or workmanship
Damages to the vehicle may be caused by the way its components are composed or processed
during manufacturing. These types of damages are the manufacturer's responsibility and are
eligible for warranty reimbursement.
 Normal wear
All mechanical parts of the automobile are subject to wear. Repairs may become necessary that
do not result from defects in material and workmanship. Damages resulting from normal wear are
the customer's responsibility and are not eligible for warranty reimbursement with the exception of
covered wear items. See 1.2.1.1 Wear and Tear Covered Components - NVLW.
 Customer cause, outside influence, and inappropriate repairs
Damages resulting from negligence, customer driving habits, or outside influences are beyond the
control of Volkswagen. It is the customer's responsibility to operate the vehicle in accordance with
the Owner's Manual and to perform all regular scheduled maintenances as detailed in the
maintenance section of the Warranty and Maintenance booklet. These types of damages are not
eligible for warranty reimbursement.

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 Dealer caused repairs/replacements
Damages resulting from misdiagnosing or improper repair, dismantling, or installation are the
dealer's responsibility and are not eligible for warranty reimbursement.
CANADIAN CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN THE UNITED STATES
Canadian customers who require warranty repairs while traveling in the United States should have
repairs performed by an authorized Volkswagen dealer. If the vehicle is within a Volkswagen Group
Canada, Inc. warranty, United States dealers can submit a warranty claim. As of MY09, proof of
Canadian residence is required. If a United States dealer cannot submit a warranty claim, the
customer may be asked to pay for the repair. On the customer's return to Canada, they should present
the invoice to a Canadian Volkswagen dealer, who should submit a warranty claim on the customer's
behalf and obtain reimbursement for them.
UNITED STATES CUSTOMERS WHO REQUIRE WARRANTY REPAIRS WHILE TRAVELING IN CANADA
United States customers who require warranty repairs while traveling in Canada should have repairs
performed by an authorized Volkswagen dealer. If the vehicle is within a VWoA warranty, Canadian
dealers can submit a warranty claim. As of MY09, proof of United States residence is required. If the
Canadian dealer cannot submit a warranty claim, the customer may be asked to pay for the repair. On
the customer's return to the United States, they should present the invoice to a United States
Volkswagen dealer, who should submit a warranty claim on the customer's behalf and obtain
reimbursement for them.
USE OF VOLKSWAGEN GENUINE PARTS
Genuine Volkswagen parts are required to be used for all repairs done at Volkswagen's expense and
pursuant to Volkswagen's warranties covering the vehicle and Volkswagen's warranties covering
replacement parts, accessories and optional equipment supplied by and purchased from VWoA. NonGenuine parts may be used for warranty repairs only if the warranty work is eligible for sublet to an
independent repair facility and the required parts are not in the Volkswagen parts program. Except as
noted above, VWoA will not reimburse the cost of non-genuine parts used for Volkswagen warranty
repairs.
VOLKSWAGEN-APPROVED DIAGNOSTIC TOOLS AND DIAGNOSTIC SOFTWARE
The prompt upload by VW Dealers of the current version diagnostic software is important to the
success of the service business for both Volkswagen and our Dealers. It helps to ensure a consistent
customer service experience, optimizes technical repair assistance offered by Volkswagen and
improves the accuracy of SAGA claim submission. It is Volkswagen's expectation that all applicable
Volkswagen-approved diagnostic tools be updated with the most current software version within 14
calendar days of the release of a Service Information Bulletin which announces the software version
update.
Beginning with repair date January 1, 2011, SAGA claims submitted that include diagnostic labor time
must be supported with a diagnosis log produced from an appropriate Volkswagen-approved
diagnostic tool loaded with the software version that is no more than one version behind the current

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version. SAGA claim submissions that do not meet this requirement are subject to denial or charge
back.
VOLKSWAGEN ENGINE OIL QUALITY STANDARDS
Engine oil requirement for all Volkswagen vehicles:
When performing repairs, scheduled maintenance or other service to Volkswagen vehicles that require
the addition of engine oil, whether topping off or doing a complete oil change, dealers must use engine
oil that meets Volkswagen oil quality standards. Lists of these oils appear in Technical Bulletin
Instance Number 2012855 on ElsaPro.
DATA QUALITY OF WARRANTY CLAIMS
Dealers must ensure a high quality of warranty data by submitting claims that are correct, complete,
and on time. Correct claim types, causal parts, part manufacturer codes, and damage codes, along
with short claim submission times enable Volkswagen to identify quality improvement potential without
delay.

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GENERAL EXCLUSIONS FROM COVERAGE
There are general exclusions and restrictions for all warranties. For subject-specific exclusions or
exceptions please refer to section 1.2 Warranties at a Glance and chapter 3 Policy Application from A
to Z.

EXCLUSIONS INCLUDE BUT ARE NOT LIMITED TO:
DAMAGE CAUSED BY ACCIDENT, ALTERATION, MISUSE, AND NEGLIGENCE OF THE VEHICLE INCLUDING BUT NOT
LIMITED TO:

 Collision (see 3.1 Accidents/Fire Damages/Safety Concerns)
 Modification of the vehicle that alters the original engineering and/or operating specifications such
as chip tuning or other modifications of factory installed engine management systems that would
alter the vehicle performance specifications from those set by the vehicle manufacturer,
suspension modification (see 3.62 Tuning and Modifications of the Vehicle), use of high
performance parts, improper installation of accessories such as alarm systems or other
communications equipment
 Misuse of the vehicle, such as driving over curbs or racing
 Intentional or unintentional use of contaminated or improper fuel
 Malfunctions caused by lack of maintenance, improper maintenance or failure to comply with
maintenance requirements described in the maintenance section of the Warranty and
Maintenance booklet or Owner's Manual. The owner must be able to furnish proof in the form of
service R.O.'s that all scheduled maintenance on 1999 and newer model year vehicles was
performed in a timely manner. A record must be kept, along with dated bills, of all maintenance
performed by facilities other than authorized VW dealers as proof that the maintenance was
performed when required
 Failure to take the vehicle to an authorized Volkswagen dealer upon discovery of a defect in
material or workmanship
DAMAGE CAUSED BY IMPROPER MAINTENANCE/REPAIR AND FAILURE TO COMPLY WITH VOLKSWAGEN
STANDARDS INCLUDING BUT NOT LIMITED TO:
 Improper tools or maintenance/repair procedures including consequential damage
 Repeat repairs/replacements due to incorrect diagnosis or improper repair/ installation
 Damage due to failure to follow Volkswagen's procedures for the maintenance of vehicles in
storage.
DAMAGE CAUSED BY THE ENVIRONMENT INCLUDING BUT NOT LIMITED TO:
 Bird droppings, tree sap
 Stone chips, scratches, dings or dents, objects striking the vehicle
 Hail damage, wind storm, lightning, earthquake, fire, flood or other similar occurrences
 Airborne industrial pollutants (e.g. acid rain)

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ALL WARRANTIES ARE VOIDED UNDER THE FOLLOWING CIRCUMSTANCES
(See 2.1.2 Voided Warranty):
 The vehicle identification number (VIN) has been altered or removed
 The odometer has been altered or the actual mileage cannot be determined
 The vehicle is reported as dismantled, fire/flood damaged, junk, rebuilt, reconstructed, salvaged,
severely damaged and/or declared a total loss by an insurer or vehicles substantially reassembled
from or repaired with parts obtained from another used vehicle.

NO WARRANTY COVERAGE/REIMBURSEMENT EXISTS FOR ITEMS/CONDITIONS INCLUDING
BUT NOT LIMITED TO:
 Tires (see 3.59 Tires)
 Damage due to use of non-genuine Volkswagen parts and accessories (and any subsequent
damage including damage or malfunctions to associated parts or systems)
 Damage due to used parts (except factory remanufactured parts)
 Filters, oil, lubricants, or fluids, unless their replacement is a necessary part of warranty service
(see 2.4.1.2 Fluids and Lubricants). As of MY 2007 also spark plugs and clutch discs, unless
defective
 Fuel system cleaning (i.e. carbon deposits/coking)
 Unnecessary replacement of parts/units, unless written Volkswagen policy states otherwise, such
as replacement of an entire multi-piece kit when only specific components require replacement
 Part found to be damaged upon removing the packaging and prior to installation on a vehicle (see
3.37 Parts – Damaged Parts)
 Shop supplies, including but not limited to rags, lubricants, cleaning solvents, adhesives, wire,
brake cleaner or any other solvents/cleaners
 Cost of towing

GENERAL TERMS
Incidental damage is not covered, including loss of value of the vehicle, lost profits or earnings, and
out-of-pocket expenses for substitute transportation or lodging.
Any implied warranty, including any warranty of merchantability or warranty of fitness for a particular
purpose, will continue in force only during the warranty period of the limited warranties. Neither
Volkswagen nor the manufacturer assumes, or authorizes any person to assume, any other obligation
or liability on its behalf. Some states do not permit a limitation on how long an implied warranty lasts,
or on the exclusion or limitation of incidental or consequential damages, so the above limitation may
not apply to the owner. The warranties give owners specific legal rights, and they may also have other
rights that vary from state to state.
Volkswagen Warranty reserves the right to charge back or deny claims that are not in compliance with
the policies and procedures outlined in this manual and other Volkswagen Warranty publications.

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WARRANTY ADMINISTRATION
Volkswagen requires all reimbursements under warranty to be correct, complete, and verified at all
times. All repair work under warranty must be submitted for payment according to the Volkswagen
Warranty Policies and Procedures Manual. This chapter describes the required information and
documentation to substantiate claims submitted for reimbursement under warranty. Volkswagen
reserves the right to adjust or charge back warranty claims in cases of non-compliance.

2.1

WARRANTY COVERAGE VERIFICATION
Dealers must check ElsaPro every time a vehicle is serviced to identify open campaigns, Updates, and
warranty eligibility prior to repair work.
 The Vehicle Identification Number (VIN) entered for inquiry must be a vehicle imported by
Volkswagen.
 Always verify that the vehicle has a United States Warranty and Maintenance booklet, that an
Authorized Volkswagen dealer validated the Warranty and Maintenance booklet, and that all
required maintenances have been performed.
 Verify that the vehicle is covered by a Volkswagen warranty; also see 2.1.2 Voided Warranty.
For the United States 10-year/100,000 mile Powertrain Warranty applicable to all MY 1994 – MY 2001
Volkswagen vehicles and to MY 1993 Golf III and Jetta III vehicles, also verify eligible owner
information in ElsaPro. Confirm the customer's name (vehicle registration) and address. If the
customer's name does not match the first owner data on the screen, the customer is not eligible for the
10/100 Powertrain Warranty. For information pertaining to transferring the 10/100 Powertrain
Warranty to an immediate family member, or from a demonstrator, driver education, or daily rental
vehicle, see the 10/100 Powertrain Warranty Transfer Form available on WISE under Resource
Center > Forms > Powertrain Warranty.
 Note: The 10-year/100,000 mile Powertrain Warranty applicable to model year 2011 – 2015
Touareg vehicles is applicable to original and subsequent owners and is automatically transferred
if the ownership of the vehicle changes within the Warranty period.

2.1.1

DELIVERY DATE DISCREPANCIES
In all cases, unregistered vehicles that have accumulated more than 1,000 miles will be
considered in-service. The in-service date is defined in the section Warranty Activation. Claims will
be denied if no in-service date is recorded and mileage exceeds 1,000 miles.
The in-service date must be entered on the Warranty Voucher in the maintenance section of the
Warranty and Maintenance booklet and be the same date reported to Volkswagen. These dates
cannot be different. Dealers are expected to perform warranty repairs on vehicles based upon the inservice date in ElsaPro.

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CHANGE OF VEHICLE IN-SERVICE DATE
Any in-service dates erroneously reported to Volkswagen must be handled exclusively by the Incentive
Help Desk. The services of the Incentive Help Desk may be utilized by submitting a manager-signed
Volkswagen Change Request to Reported Sale form to IHD@VW.com or by faxing it to 248-754-6572.
The Volkswagen Change Request to Reported Sale form is available through the Incentive Help Desk
or the VWHub under the Vehicle Sales tab.

2.1.2

VOIDED WARRANTY
Warranty is void and will not be reinstated on any vehicle if:
 The VIN plate has been altered or removed.
 The odometer has been altered or the actual mileage cannot be determined.
 An insurer reports the vehicle as dismantled, fire/flood damaged, junk, re-built, reconstructed,
salvaged, or declared a total loss.
 The vehicle has been stolen.
EXCEPTIONS FOR TOTAL LOSS VEHICLES
If a vehicle is identified with a "T" (total loss) status in ElsaPro, the vehicle's warranty is invalid with the
exception of campaign and emissions claims, which can still be processed. Contact Volkswagen
Warranty for campaign or emissions claims for a vehicle with a "T" status. The Volkswagen Carefree
Maintenance Program is not applicable on total loss vehicles.

2.1.3

WARRANTY REINSTATEMENT
The warranty may be reinstated for recovered stolen vehicles.
 Volkswagen will consider warranty reinstatement upon submission by the dealer of a request for
reinstatement, which must include a copy of the police report verifying recovery and a statement
by the dealer Service Manager/Service Director indicating that the vehicle should be considered
for warranty reinstatement.
 Verification that repairs meet Volkswagen standards will be required following inspection of the
vehicle by a Volkswagen FOM. A copy of the original repair estimate, together with a copy of the
repair invoice and material issue must be produced for evaluation and verification.
 Based on the FOM's inspection report, a decision will be made.

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WARRANTY CLAIMS
Warranty claims are considered invoices to Volkswagen for repair work performed under warranty. All
warranty claims must validate the work performed, date, and monetary amount due. It is the
responsibility of the authorized dealer to substantiate every warranty claim.
RECEPTION DATE
The reception date is the date the vehicle arrives at the dealership for service/repair.
REPAIR DATE
The date of the last punched repair time must be used as the repair date for all warranty claims unless
the vehicle meets specific criteria outlined in the 3.45 Repairs Completed at or Near Warranty
Expiration.
MILEAGE
For all warranty claims, the exact mileage on the warranty or maintenance claim must be the "in"
mileage (mileage on the odometer when the vehicle arrives at the dealership for service/repair).
Warranty claims with false odometer readings will be charged back.
PART MANUFACTURER CODE
The part manufacturer code identifies the manufacturer of the part. Valid part manufacturer codes
must be used on all claim submissions where there is a replaced part. Enter the actual part
manufacturer code from the defective part on each warranty repair order.
 Part manufacturer code exceptions:
−
−

USM for Routan
444 for CPO, Accessories, Marketing Goodwill (claim type 2CM), Carefree Maintenance
and Volkswagen Care Maintenance Plans

In unusual circumstances, use K21 if the part manufacturer code is unknown/not accepted by the
system, cannot be recognized, or is missing from the part. Include in the claim comments field the
reason why K21 was used and include any part manufacturer code information available on the part.
CAUSAL PART/LABOR
Each causal part/defect requires a separate claim. Consequential damage is not a separate defect, so
it is claimed on the same line as the causal part. For example, a water pump leak soaks the timing belt
with coolant causing it to fail. The belt is considered consequential damage in this case and submitted
on the same claim line as the water pump.
If complaints are received for the same component on both the left and right sides of the vehicle, the
causal parts must be entered on separate claim lines. For example, when claiming the left and right
lower control arms, one side cannot cause the other side to fail. Each side is a causal part, and the
parts must be entered on separate claim lines.
LABOR OPERATION
A labor operation is an 8-character code that describes the kind of repair performed. Labor operations
are published on ElsaPro. Shown after the codes are the applicable time units allotted for each repair

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