Connection offline

Technical product information
Topic

Windscreen replacement criteria whilst under manufacturers warranty

Market area

Bentley: worldwide (2WBE),China 796 VW Import Comp. Ltd (Vico), Beijing (6796)

Brand

Bentley

Transaction No. 2057841/4
Level

EH

Status

Released for publishing

Release date

April 20 2026

New customer code

Object of complaint

Complaint type

body fixtures and fittings -> glazing, window lifters ->
windscreen

visual appeal / surface -> stone
chip

body fixtures and fittings -> glazing, window lifters ->
windscreen

visual appeal / surface ->
scratched

Vehicle data
All Models
Sales types

Type MY

Brand Designation Engine code Gearbox code Final drive code

***

2016 E

*

*

*

***

2017 E

*

*

*

***

2018 E

*

*

*

***

2019 E

*

*

*

***

2020 E

*

*

*

***

2021 E

*

*

*

***

2022 E

*

*

*

***

2023 E

*

*

*

Documents
Document name
master.xml

INTERNAL

Position

Connection offline
Transaction No.: 2057841/4

Windscreen replacement criteria whilst under manufacturers warranty

Customer statement / workshop findings
Windscreen cracked/damaged

Technical background
Please refer to the instructions within the Measure section of this TPI in the event that a windscreen is
cracked/damaged
NOTE: The instructions MUST be followed to help the retailer clarify if the windscreen should be replaced
under manufacturers warranty (Stress crack) or Customer pay/insurance (external influence damage)

Revision History
2057841/4 – Additions made to the requirements for DISS reporting.

Production change
Not applicable

Measure
Identification
In the event the windscreen is identified as cracked/damaged it is imperative the inspector of the cracked
/damaged screen can determine if the crack was caused by external influences (stone chips) OR the screen
is cracked/damaged due to a stress crack
TIP: A “pen test” can be used to determine if there is a stress crack evident, a ballpoint pen tip is run along
the crack (Figure 1), in the event the tip of the pen dips at any point along the crack this MUST be classed as
damage from external influences

INTERNAL

Figure 1
Should the pen not dip this can possibly be considered as a stress crack
IMPORTANT: A stress crack can easily be identified, as no glass actually would be removed from the
windshield for example – stone chip

Windscreen damaged through impact
In the event that the windscreen has been identified as cracked/damaged through impact (See Figure 2 as
an example), this would NOT be covered under the Bentley Motors Warranty policy, therefore the
windscreen MUST be replaced, the cost of replacement would not be covered by Warranty

Figure 2
•

INTERNAL

Refer to the example shown in Figure 3 which details glass edge damage

Figure 3

Windscreen identified as damaged through a stress fracture
In the event the screen has been identified as cracked/damaged through a stress fracture (See Figure 4 as
an example) and the vehicle is covered by manufacturers/extended warranty the retailer MUST carry out the
following instructions

INTERNAL

Figure 4
•

Damaged windscreens MUST be reported as per the Mandatory DISS reporting policy

•

A DISS query must be raised, the retailer MUST not carry out windscreen replacement or removal until
permission has been granted through the open DISS query NOTE: Product Support may request a Be.
C.C call for further diagnosis.

•

The retailer must ensure that the following information is attached within the query:

•

Clear photographs of the crack/damage

•

Clear description of the location in which the crack/damage is emitting from for example: Right hand
front corner

•

Video to be attached to the DISS query clearly showing the tip of a ball point pen being run along the
length of the suspected crack

•

Clear photographs of the Glass ID number (See figure 5).

INTERNAL

Figure 5

Warranty accounting instructions
In the event a windscreen is replaced under Warranty without prior permission via an open DISS query we
may reject the warranty claim and redebit the parts

INTERNAL