VOLKSWAGEN DEALERSHIP COMMUNICATION
To:

Dealer Principals, General Managers,
Service Managers and Warranty
Administrators

Dave Durant

Director, VW Technical
Service & Quality

Subject: Warranty

Name

Title
Department

Repair Acceptance Process

Launch
December 19, 2013

Date

In response to the dealer feedback we have received from the Nation Dealer Council, Service Council and
Grass Roots meetings, we are pleased to announce the launch of a new streamlined online process in the
Warranty portal (WISE), which will improve and more efficiently support repairs that require VWoA technical
assessment prior to repair under warranty (Paint, Corrosion, Clutch, Glass, Convertible Top). This new
WISE process is simple to complete, will ensure consistency in data/image capture and is customer
friendly.
Beginning January 6, 2014, the Warranty Repair Acceptance Process will be administered through WISE
and responsibility will transfer from the Fixed Operations Managers (FOM) to the Quality Technical
Managers (QTM).

Warranty Repair Acceptance Process Highlights and Benefits
•
•
•
•
•
•

Dealer submits a Repair Acceptance Request online in WISE and is able to track the request
throughout the process.
The WISE request immediately alerts the VWoA technical field team (QTM) of the pending Dealer
request.
Automated emails to the Dealer requestor are sent at key transfer points within the process.
Digital images are utilized to expedite the technical assessment of repairs to determine
warrantability and reduce wait times.
WISE online processes will help to facilitate consistent and repeatable activities
Significantly higher level of service to Customers and Dealers by reducing the need for Customers
to return for multiple inspections.

Please refer to the attached Warranty Policies and Procedures Bulletin VWP-13-28.and the Warranty
Repair Acceptance Process Guide for Dealers for complete details.
Volkswagen Warranty is committed to building and sustaining an environment of trust and mutual respect
with our Dealers to ensure our mutual success.
Dave Durant

Director
VW Technical Service & Quality

Warranty Information
Policies and Procedures Bulletin

Number: VWP-13-29

Subject: New Warranty Repair Acceptance Process in WISE

Date: Dec. 19, 2013
This document modifies the
Volkswagen Warranty Policies
and Procedures Manual.

New Warranty Repair Acceptance Process in WISE
There are certain vehicle repairs that require a technical assessment be performed to determine if the
repair is warrantable. Currently, these repairs are:
1. Convertible Top
2. Clutch
3. Window/Sunroof Glass
4. Paint
5. Corrosion
Under current warranty policy, these assessments are the responsibility of the Fixed Operations Manager
(FOM). Beginning January 6, 2014, the above-listed technical assessments will be performed by the
Quality Technical Manager (QTM) team.
To facilitate this policy change and provide Dealers with an optimized method to submit and track
technical assessment requests online, VW Warranty is pleased to introduce a new process entitled,
Warranty Repair Acceptance, which will be available in the WISE Operations section.
For the above-listed repairs, warrantability must be determined by the QTM Team using the new Warranty
Repair Acceptance (WRA) process in WISE, prior to starting the repair.
 Digital images will be required for all technical assessments and must be attached to the WRA
Request submitted for processing.
 For all WRA Requests that are “Accepted” by the QTM Team, the “Acceptance Code” generated
from WISE must be entered in the beginning of the Comment field in the SAGA claim.
Note: An “Accepted” decision on a WRA Request will indicate that the repair may be submitted for
reimbursement. It will not indicate automatic approval of the SAGA claim. SAGA claims must meet
published policy and claim coding requirements to be accepted for processing.
 Warranty Repair Acceptance will NOT be an authorization or approval of a SAGA claim entered by
a Dealer.
The new Warranty Repair Acceptance (WRA) process will be available in WISE January 6, 2014.

Page 1 of 2 plus attachment
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Warranty Information
Example of the Warranty Repair Acceptance Request input screen in WISE Operations

Additional Information
Instructions for using the new Warranty Repair Acceptance process in the WISE Operations section will be
available in the WISE Resource Center under Dealer Processes & Guides > Warranty Information and
Service Evaluation (WISE) >Warranty Repair Acceptance Process Guide for Dealers and are attached to
this bulletin for reference.

Questions
For any questions regarding this bulletin, please contact the Warranty Helpline at 1-866-306-8447 or
warranty.helpline@vw.com.

Page 2 of 2 plus attachment
© 2013 Volkswagen Group of America, Inc.
All rights reserved. Information contained in this document is based on the latest information available at the time of printing and is subject to the copyright and other intellectual
property rights of Volkswagen Group of America, Inc., its affiliated companies and its licensors. All rights are reserved to make changes at any time without notice. No part of this
document may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, nor may these
materials be modified or reposted to other sites, without the prior expressed written permission of the publisher.

Volkswagen of America, Inc.

Warranty Repair Acceptance
Process Guide for Dealers

Volkswagen of America, Inc.
WISE Operations Section – Warranty Repair Acceptance
Warranty Repair Acceptance Process
There are certain vehicle repairs that require a technical assessment be performed to
determine if the repair is warrantable. Currently, these repairs are:
1. Convertible Top
2. Clutch
3. Window/Sunroof Glass
4. Paint
5. Corrosion
The Warranty Repair Acceptance process provides VW Dealers with an optimized
method to submit and track technical assessment requests online.
For the above-listed repairs, warrantability must be determined by the QTM Team using
the Warranty Repair Acceptance (WRA) process in WISE, prior to starting the repair.
 Digital images are required for all technical assessments and must be attached
to the WRA Request submitted for processing.
 For all WRA Requests that are “Accepted” by the QTM Team, the “Acceptance
Code” generated from WISE must be entered in the beginning of the Comment
field in the SAGA claim.
Note: An “Accepted” decision on a WRA Request indicates that the repair may be
submitted for reimbursement. It does not indicate automatic approval of the SAGA
claim. SAGA claims must meet published policy and claim coding requirements to be
accepted for processing.
 Warranty Repair Acceptance is NOT an authorization or approval of a SAGA
claim entered by a dealer.

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Volkswagen of America, Inc.
Step 1 - Log into WISE

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Volkswagen of America, Inc.
Step 2 - Select Operations

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Volkswagen of America, Inc.
Step 3 - Select Warranty Repair Acceptance and Submit the Request

Notes:

 Complete All Fields




All fields are required to be
completed for successful
processing of the request.
Attach Digital Image(s)
Click Submit

Assuming there are no input errors when Submit is clicked, the question, “Do you really want to
send the request?” appears on the screen. Verify your input and select “Yes” to submit the
Request and “No” to return to the Warranty Repair Acceptance Request input screen. NOTE: All
digital images will be removed from the Request when “No” is selected.
If “Yes” is selected WISE generates a Warranty Repair Acceptance (WRA) Request confirmation
message that includes the tracking number.

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Volkswagen of America, Inc.
Pending Tab
Pending tab: After the Warranty Repair Acceptance (WRA) Request is submitted, a tracking
number is assigned to it and the Request moves to the Pending tab. A Request in the Pending
tab is awaiting action by the QTM Region Leader (QTM RL). While in this status, the QTM RL will
review and respond to the Request. The QTM RL has the option to (1) Accept the WRA Request,
(2) Decline the WRA Request, (3) Request additional/corrected information from the dealer, or
(4) Dispatch a QTM to perform a review.
The number of pending Requests is shown in parentheses next to the Pending tab title.
Note: The Pending tab will not display if the dealer has no pending Requests.

Search
A restricted search may be
performed by using any
combination of the four fields
available.
Or simply click on Search
and then scroll through the
list of Pending Requests and
choose one.
Select the tracking number
to view details of an
individual request.

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Volkswagen of America, Inc.
Awaiting Corrections Tab
Awaiting Corrections tab: Warranty Repair Acceptance (WRA) Requests appear in the
Awaiting Corrections tab when the QTM Region Leader (QTM RL) or the QTM requests
additional/corrected information from the dealer. When this occurs, WISE generates an email to
the dealer requestor indicating that additional/corrected information is requested (see Dealer
Emails on Page 8).
Once the additional/corrected information provided by the dealer is satisfactory, the QTM RL or
QTM has several options to move the Warranty Repair Acceptance (WRA) Request forward.
If the additional/corrected information request comes from the QTM RL, the options are
(1) Accept the WRA Request, (2) Decline the WRA Request, or (3) Dispatch a QTM to
perform a review.
If the additional/corrected information request comes from the QTM, the options are
(1) Accept the WRA Request, (2) Decline the WRA Request.
The number of Requests awaiting correction for the dealer is shown in parentheses next to the
Awaiting Corrections tab title.
Note: The Awaiting Corrections tab will not display if the dealer has no Requests in this status.

Search
A restricted search may be
performed by using any
combination of the four fields
available.
Or simply click on Search
and then scroll through the
list of Awaiting Correction
Requests and choose one.
Select the tracking number
to view details of an
individual request.

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Dealer Emails
WISE generates an email to the dealer requestor at two points within the Warranty Repair Acceptance
process:
1. When the QTM RL or QTM requests additional/corrected information regarding the Request.
2. When a decision is made on the WRA Request. An email specific to the decision (either
“Accepted” or “Declined”) is generated by WISE. After the decision is made by the QTM RL or
QTM, the Request moves to the Decided tab.

Email Structure
All three emails generated by WISE to the dealer requestor (a request for additional/corrected
information, an “Accepted” decision or a “Declined” decision) have a similar structure. They each have
•
•
•

A Subject line that describes the email notification
The WRA Request details with the Tracking Number (in the case of an “Accepted”
decision the Acceptance Code is also displayed)
An explanation with important information that includes a direct link to the Request

Below is an example of a dealer email for a WRA Request that was “Accepted” by the QTM

Acceptance Code
The Acceptance
Code from an
“Accepted” WRA
Request must be
entered in the
beginning of the
Comment field in
the SAGA claim.

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Decided Tab
Decided tab: After an “Accepted” or “Declined” decision is made by the QTM RL or QTM, the
requestor is notified through an email generated by WISE that the Request is in the Decided tab (see
Dealer Emails on Page 8). A WRA Request that is “Accepted” receives an “Acceptance Code” that is
required for the SAGA claim.
From this tab the Dealer may search for any Request that has been decided in the last 90 days.

Search
A restricted search may be
performed by using any
combination of the six fields
available.
Or simply click on Search and
then scroll through the list of
Decided requests and choose
one.
Select the tracking number to
view details of an individual
request.

SAGA Claim: A claim may be submitted in SAGA after the Warranty Repair Acceptance (WRA)
Request has been “Accepted” and appears in the Decided tab.

 The “Acceptance Code” must be entered by the dealer in the beginning of the Comment field in
the SAGA claim.

 IMPORTANT: An “Accepted” WRA Request indicates that the repair may be submitted for
reimbursement. It does not indicate automatic approval of the SAGA claim. SAGA claims must
meet published policy and claim coding requirements to be accepted for processing.

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Archived Tab
Archived tab: After 90 days all of the Warranty Repair Acceptance (WRA) Requests in the Decided
tab automatically move to the Archived tab.

Search
A restricted search may be
performed by using any
combination of the eight fields
available.
Or simply click on Search and
then scroll through the list of
Archived requests and choose
one.

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