Warranty Information
Policies and Procedures Bulletin
Subject: Revision to Warranty Policies and Procedures Manual
Section 4.1 New Vehicle Receipt
(US Dealers)

Number: VWP-13-21
Date: Sept. 12, 2013
This document modifies the
Volkswagen Warranty Policies
and Procedures Manual.

This Warranty Bulletin details revisions made to Section 4.1 New Vehicle Receipt of the Warranty Policies
and Procedures Manual.
Some of the highlights included in this revision are:
 The addition of a new section entitled Vehicle By-Pack Inspection.
 Modification to the Warranty Claim Damage section to include “Missing items from an undisturbed
by-pack bag”. (As a reminder, the policy regarding missing items from a disturbed by-pack bag is
specified in the Transportation Claim Damage section.)
So that the changes can be easily identified and reviewed, Section 4.1 (with the revisions highlighted) is
attached to this bulletin. These revisions will be incorporated into the next update of the Manual.
To follow is the contact information for the Volkswagen Transportation Damage Claims Department for
questions or concerns regarding transportation damage claims.
VOLKSWAGEN TRANSPORTATION DAMAGE CLAIMS
DEPARTMENT CONTACT INFORMATION
Phone:

877-365-0343

Fax:

586-276-4730

Address:

6699 Chicago Road
Warren, MI 48092

Email:

VW[email protected]

Questions
For any questions regarding this bulletin, please contact the Warranty Helpline at 1-866-306-8447 or
warranty.helpline@vw.com.
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© 2013 Volkswagen Group of America, Inc.
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Vehicle Receipt, Storage and Customer Delivery | New Vehicle Receipt

4

VEHICLE RECEIPT, STORAGE AND CUSTOMER DELIVERY

4.1

NEW VEHICLE RECEIPT

Page 190

TRANSPORTATION INSPECTION
At dealer delivery, all new vehicles must be carefully inspected before a dealer representative signs
the carrier delivery receipt. This includes vehicles accepted for storage only, vehicles accepted for
another entity, and vehicles with major damage including flood or fire damage. Volkswagen
recommends trained personnel are available to inspect vehicles and document damage during normal
business hours, including Saturday. New vehicles must remain in the sight of the transport driver
during the new vehicle receipt process. Time allowed to inspect a vehicle is 15 minutes each, or a
maximum of 1 hour for a full truckload. Inspection time is not eligible for reimbursement.
All damage and pilferage must be noted on the carrier delivery receipt, and co-signed by the transport
driver. A signed delivery receipt transfers liability to the dealer for non-concealed damage found after
the carrier leaves. Failure to properly note all vehicle damage may result in a transportation claim
payment being delayed or denied.
Dealer personnel may not remove the RAPGUARD/Vehicle Shipping Cover/Safety Seal before
inspection personnel have completed and signed the delivery receipt. It is unacceptable for
dealer inspection personnel or the transport driver to write a notation on the delivery receipt for
damage found under undisturbed RAPGUARD/Vehicle Shipping Cover/Safety Seal.
INSPECTION PROCESS AT TIME OF RECEIPT
 Verify the Vehicle Identification Number (VIN) on each document and vehicle.
 Carefully inspect:



All visible exterior areas
The cargo/trunk area on vehicles without a Vehicle Shipping Cover/Safety Seal



The complete interior area

 Panels/bumpers covered by the RAPGUARD/Vehicle Shipping Cover/Safety Seal require close
examination. Should a disturbance be detected on a surface covered by the RAPGUARD/Vehicle
Shipping Cover/Safety Seal, dealer inspection personnel and the transport driver must jointly
remove the RAPGUARDVehicle Shipping Cover/Safety Seal to determine the extent of body
damage. The cargo area of the vehicle should be inspected if the Vehicle Shipping Cover is not
properly secured over the rear portion of the vehicle (evidence of entry during transport).
 Damage and missing items relating to transportation carrier responsibility must be noted on the
carrier delivery receipt using the 5-digit damage code system established by the Automotive
Industry Action group (AIAG). These codes can be found in WISE under Resource
Center/Transportation Guidelines. It is the responsibility of both dealer inspection personnel and
the transport driver to ensure damage notations and AIAG codes accurately describe damage or
missing items. "Scratches" do not require straightening time to repair. If straightening time will be

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involved, use "dents" or "gouges" as the exception description. Damage relating to Warranty must
not be noted on the carrier delivery receipt.
 The transport driver may list notations in the "Carrier Remarks" section of the delivery receipt
referring to a noted exception as non-transportation damage. It is recommended that dealer
inspection personnel include a notation in the "Dealer Remarks" section agreeing with, or denying
the driver's non-transportation damage allegation. Unless there is a counter signature from dealer
inspection personnel, non-transportation damage notations will be considered as transport related.
 Obtain the transport driver's signature. It indicates the transport driver has been informed of the
delivery inspection results.
 Sign for vehicle receipt only after all of the above have been completed.
 A transportation claim may be filed through SAGA for carrier responsibility damage/pilferage found
and noted on the delivery receipt.

VEHICLE BY-PACK INSPECTION
The term “by-pack” is used to describe the bag of parts provided by the factory for installation by the
dealer prior to vehicle delivery to the customer. Wiper blades, center wheel caps and a spare set of
keys are common parts that are included in the by-pack. The by-pack must be inspected and the
contents verified within 48 hours (second working day) after receipt.

VEHICLE INSPECTION "CONCEALED" DAMAGE
A vehicle must be inspected for concealed damage no later than 24 hours (next working day) after
receipt.
Concealed damage only includes damage to the:
 Undercarriage
 Tire treads
 Insides of wheel wells

VEHICLE RECEIPT "SUBJECT TO INSPECTION" (STI)
A vehicle received after normal business hours or in a snow or ice-covered condition (not rain or dirt),
must be inspected no later than 24 hours (next working day) after receipt. The carrier delivery receipt
must be marked "subject to inspection" and signed by a dealer representative.

NOTIFYING TRANSPORT CARRIER OF "CONCEALED" DAMAGE OR "SUBJECT TO INSPECTION" DAMAGE
A suggested form letter for notifying the last transport carrier of "concealed" damage or "subject to
inspection" damage is available on WISE under Resource Center/Transportation Guidelines. It should
be put on the dealer's letterhead. If proper exceptions are noted on the carrier delivery receipt, a
trucker notification letter is not needed.

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All damage must be reported to the last carrier/handler no later than 48 hours (second working day)
after vehicle receipt. Damage information on the letter must be described in detail. The completed
letter must be sent to the last transport carrier by certified mail, verifiable fax or email.
A copy of the letter and postmarked certified mail or fax receipt, the original carrier delivery receipt,
photos, and any other applicable documents are to remain in the deal jacket for the corresponding
vehicle, subject to request by the carrier or the Volkswagen Transportation Department.
VOLKSWAGEN TRANSPORTATION DAMAGE CLAIMS
DEPARTMENT CONTACT INFORMATION
Phone:

877-365-0343

Fax:

586-276-4730

Address:
Email:

6699 Chicago Road
Warren, MI 48092
VW[email protected]

TRANSPORTATION CLAIM DAMAGE
 Note: A repair order for all damage related to or associated with the transportation of a vehicle
must be opened no later than 48 hours (second working day) after the vehicle is delivered to the
dealership. A transportation claim (repair order) with a reception date more than 48 hours
(second working day) after delivery date will be cancelled.
Damage Found at Time of Delivery, Attributable to Last Transportation Carrier and Listed on the
Delivery Receipt:
The following items should be noted as transportation carrier responsibility on the carrier delivery
receipt and submitted for reimbursement on a transportation claim (claim type 9T1).
 Damage resulting from physical impact, abuse, abrasion, vandalism, weather conditions, or other
carrier negligence. Include damage found through or under disturbed RAPGARD/Vehicle
Shipping Cover.
 Missing standard equipment items such as antennas, license plate brackets, keys, wipers, wheel
covers, center caps, spare tire/wheel/tools, or floor mats when vandalism is evident. List each
item separately, including those from a disturbed by-pack bag
 Any paint deterioration or chips on left front driver’s door
 Stained or soiled interior, including upholstery
 Broken glass that is not caused by stress
 Concealed damage, which is defined as damage to undercarriage, tire treads, or inside of wheel
wells only

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Body Damage Related to RAPGARD/Vehicle Shipping Cover:
 Body damage hidden by undisturbed RAPGARD/Vehicle Shipping Cover, discovered only after
removal of the RAPGARD/Vehicle Shipping Cover should be submitted for reimbursement on a
transportation claim (claim type 9T1). Damage caused by flapping or deterioration of the
RAPGARD/Vehicle Shipping Cover during transport must also be submitted on a transportation
claim.
 All RAPGUARD/Vehicle Shipping Cover claims must be substantiated by detailed documentation
and photographic evidence of the damage. A digital photo(s) of the RAPQUARD/Vehicle Shipping
Cover damage must be taken, remain with the repair order, and be available for review by
Volkswagen if documents are requested. The photo must contain the identifiable VIN for the
appropriate vehicle.
 A copy of the repair order and delivery receipt must be provided to the Volkswagen Transportation
Damage Claims Department by verifiable fax or email whenever damage related to
RAPGUARD/Vehicle Shipping Cover occurs. The repair order must be opened and sent no later
than 48 hours (second working day) after the vehicle is delivered to the dealership. If the required
notification is not provided to the Volkswagen Transportation Claims Department, a claim for the
damage may be cancelled.
There are three (3) levels of body damage for RAPGARD/Vehicle Shipping Cover claims:
 Level 1 – Impact damage under the RAPGARD/Vehicle Shipping Cover such as scratches, dents,
broken glass, or other damage clearly attributable to outside influence; and such damage requires
body panel repair or part replacement.
 Claim comments must include 100FBC
 Level 2 – Damage caused by RAPGARD/Vehicle Shipping Cover being torn or ripped, or flapping
during transit causing damage to painted body panels, trim, and/or parts; and such damage
requires body panel repair or part replacement.


Claim comments must include 200FBC

 Level 3 – Damage caused by Vehicle Shipping Cover movement during transit (cover not torn,
ripped, or flapping) resulting in scuffed parts requiring replacement and/or scuffed paint panels
which require paint work.


Claim comments must include 300FBC

Note: Minor surface scratches, scuffs, or residue from the RAPGARD/Vehicle Shipping Cover, which
can be removed by polishing the surface, are part of new vehicle prep and are not considered damage
for any of the damage levels defined in this section.
Note: FBC 100, 200, and 300 do not include wheel damage.

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WARRANTY CLAIM DAMAGE
The following items are to be corrected under warranty and submitted for reimbursement on a
warranty claim (claim type 910):
 Sheet metal damage such as wavy or protruding metal; file, grinder, or weld marks, or painted
over dents with a severity 1 code
 Missing "standard equipment" items (determined by the vehicle's model code) which are not
presumed vandalism (see section Transportation Claim Damage) and missing moldings,
emblems, or decals when there is clear evidence they were never installed. (For missing or
additional "optional" equipment, see Misbuilt Vehicles.)
 Missing items from an undisturbed by-pack bag
 Paint color mismatched, chips on panel edges, except left front driver’s door, and paint damage
caused by misalignment of panels or molding
 Broken glass that is caused by stress
 Wheel damage found under an undisturbed wheel cover
Note: Minor surface scratches or scuffs which can be removed by polishing the surface, are part of
new vehicle prep and are not included as transportation claim damage or warranty claim damage.
Volkswagen requires that the vehicle delivery inspection for missing factory-provided items be
performed within 24-hours (next working day) from vehicle delivery by the carrier.
For missing items covered under warranty:
 A repair order must be opened within 48 hours (second work day) from vehicle delivery by the
carrier
 A warranty claim must be submitted within 15 days from carrier delivery
 Missing items such as antennas, floor mats, and fuses should be claimed separately from the PDI
(parts only) since the time to install them is included in the PDI. Do not charge out labor on the
claim. Delivery receipt must be kept with the warranty repair order.
Volkswagen Warranty is not responsible for vehicle damage which occurs while said vehicle is in
dealer inventory.

INTER-DEALER TRANSFERS
It is the responsibility of the repairing dealer to make transportation damage repairs and to file claims.
Once a vehicle is dealer-traded, neither Volkswagen nor the carrier are responsible for missing items;
both dealers involved must work together to come to an agreement.

MISBUILT VEHICLES
A misbuilt vehicle is defined as a vehicle with "optional" equipment that does not match the Monroney
Label. Volkswagen Warranty is not involved. When a vehicle is received, and equipment on the
vehicle does not match the Monroney Label, either missing (not presumed theft) or additional, the
Volkswagen Region Sales Operations Team must be notified within 24 hours (next working day) after

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receipt. A new Monroney Label will be issued. Missing or incorrect equipment identified as optional on
the Monroney Label is not claimable under warranty. (For missing "standard" equipment, see Missing
"standard equipment".)

RECEIPT OF VEHICLES WITH MAJOR DAMAGE
Major damage is defined as steering, powertrain, structural, or safety equipment damage, or damage
repair costs exceeding $1,000. The dealer must temporarily store a vehicle that has flood, fire, or other
major damage, even if it will not be repaired by the dealership. The transporter is not authorized to
move the vehicle to another location. Notify the Transportation Damage Claims Department by
telephone or email using the table Volkswagen Transportation Damage Claims Department Contact
Information. Claims personnel will determine disposition of the vehicle. Be prepared to send an
estimate of repair, copy of the delivery receipt and pictures, when available. Do not begin any repairs
prior to the Transportation Damage Claims Department's disposition notification.

PHOTOGRAPHS
Digital photographs are required for each vehicle and must accompany a transportation claim when:
 Labor for straightening exceeds 500 time units
 Body parts that exceed $500 warranty price are replaced
 Glass is replaced
 Damage from the RAPGUARD/Vehicle Shipping Cover occurs

SALVAGE PARTS
Whenever transportation damaged parts (body or mechanical) are replaced, all damaged parts must
be retained by the dealership for a minimum of 60 days following the date of vehicle delivery. The
transport carrier has 60 days from the date of vehicle delivery to request parts be surrendered or
shipped (collect) to a designated location.

REPAIR COMPLETION
Transportation damage repairs must be completed within 30 days of vehicle receipt.

TRANSPORTATION CLAIM SUBMISSION
 A transportation claim must be filed within 45 days after vehicle receipt.
 The dealer must retain all documentation. Do not send any documents, including claims, directly
to carriers, ports, or the Volkswagen Transportation Damage Claims Department unless
specifically advised to do so by the Transportation Damage Claims Department.

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 The dealer is responsible to monitor transportation claims. Contact the Transportation Damage
Claims Department by telephone or email using the table Volkswagen Transportation Damage
Claims Department Contact Information if a claim is not paid within 6 weeks.

TRANSPORTATION CLAIM REIMBURSEMENT
 Reimbursement is made following approval by transportation claim adjusters. Claims are credited
to the dealer's monthly accounts receivable statement with the reference "TC" followed by the
audit trail number.
 Acceptance of the reimbursement credit constitutes a pledge that all repairs have been made in
accordance with standards of the applicable Volkswagen repair manuals.
 Labor is reimbursed at the dealer's warranty reimbursement rate.
 Parts are reimbursed at the dealer's warranty reimbursement rate for the model year vehicle being
repaired.
 Tires are reimbursed at dealer cost, either outside purchase or Volkswagen parts cost, as
documented with the claim.
 Material units and set-up time are included in transportation damage refinishing times; therefore
the material units and set-up time shown in the Volkswagen labor operation do not apply to
transportation damage claims.

RETENTION OF DOCUMENTS
Each transportation claim file must be kept for a period of 2 years from the date the claim was paid
and must contain:
 Carrier delivery receipt (consignee's copy #1) with
 Itemized, detailed, and legible damage list


Driver's signature acknowledging damage list

 Repair order number
 Original repair order (front and back) with


List of completed repairs




Time flag
Materials used

 Sublet repair invoices
 Photographs (when required)
 A copy of the transport carrier notification letter with certified mail receipt (if "concealed" damage
or "subject to inspection" damage)
 Volkswagen parts order confirmation or outside purchase invoice (for tires only)

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