Volkswagen of America, Inc. Warranty Policies and Procedures Manual Policies and Procedures Manual | Foreword Page 2
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1 Volkswagen of America, Inc. Warranty Policies and Procedures Manual Policies and Procedures Manual | Foreword Page 2 FOREWORD This document regulates handling and processing of warranty liabilities between authorized Volkswagen dealers and Volkswagen of America, Inc. It is part of the Dealer Agreement Standard Provisions, and should be used as a reference guide for Warranty Administrators and Service Managers in their daily decision-making. Any and all rights and obligations of Volkswagen and its authorized dealers are subject to any applicable state or federal law or regulation. The manual contains the following chapters: What's New Definitions and Abbreviations Commonly Used Phone Numbers 1 General Warranty Guidelines 2 Warranty Administration Warranty Coverage Verification Warranty Claims Repair Order Documentation Reimbursement Policy Warranty Parts Handling Warranty Audits 3 Policy Application from A to Z 4 Vehicle Receipt, Storage and Customer Delivery 5 WorldAuto Certified Pre-Owned Limited Warranty Administration 6 Appendix: Warranty statements Index From time to time Warranty Bulletins will be published to modify existing warranty policies or add new policies to the ones published in this manual. The Warranty Bulletin's policy will be incorporated into the next scheduled revision of this manual. © 2016 Volkswagen 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 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 Policies and Procedures 06/16 Policies and Procedures Manual | What's New Page 3 WHAT'S NEW Listed below are the sections from the manual which contain important updated information and a brief description of the policy topic or change. Please read and become familiar with the updated information in these sections. WARRANTY BULLETINS INTEGRATED INTO THE MANUAL The following Warranty Bulletins have been integrated into this edition of the manual. SECTION WARRANTY BULLETIN NUMBER Revision to Section 2.2 Warranty Claims of the Volkswagen Warranty VWP-15-11 2.2 Policies and Procedures Manual Revision to Section 4.1 New Vehicle Receipt of the Volkswagen VWP-15-12 4.1 Warranty Policies and Procedures Manual 1.2.8 VWP-15-13 Injection Pump Limited Warranty Extension 3.63.1.21 Revisions to the Volkswagen Warranty Policies and Procedures 2.5 VWP-15-14 Manual due to the Launch of the Warranty Parts Portal (WPP) 3.7.2 2.3.2 VWP-15-15 VAS 6774 Fuel Identification Unit 3.63.1.20 Revision to Section 3.28 Loaner Vehicles of the Volkswagen VWP-16-01 3.28 Warranty Policies and Procedures Manual Revision to Option 1 (Consumer Price Index-Based Rate) of Section VWP-16-02 2.4.2.2 Labor Rate Increase Options of the Volkswagen Warranty 2.4.2.2 Policies and Procedures Manual VWP-16-03 Volkswagen-Approved Diagnostic Tools and Diagnostic Software 1.3 1.1 1.2 VWP-16-04 2017 Model Year Volkswagen Vehicle Warranty 3 6 1.2.8 VWP-16-05 Heater Core Limited Warranty Extension 3.63.1.22 Volkswagen of America, Inc. Warranty Policies and Procedures 06/16 Policies and Procedures Manual | What's New Page 4 CONTENT UPDATES Section 3.23.2.1 7/70 California Emissions Warranty Tables: Added Model Year 2017 7/70 California Emissions Warranty component coverage table; removed Model Year 2006 7/70 California Emissions Warranty component coverage table. Section 3.23.2.3 15/150 PZEV/AT-PZEV California Emissions Warranty Table: Added Service Number 2666 Pressure Hose to the 15/150 PZEV/AT-PZEV California Emissions Warranty table. Section 4.3 Customer Delivery: A correction was made to the sentence: The dealer is responsible to notify Volkswagen, through SAGA, of the correct in-service date, which becomes the warranty activation date. Sentence now reads: The dealer is responsible to submit the correct in-service date, which becomes the warranty activation date. Section 5.4 CPO Warranty Fees: Added e-Golf Section 6.6 Federal Emissions Warranties: Updated EPA contact information GENERAL EDITING UPDATES VIM was replaced with OMDWeb All references to 12-volt were changed to 6-volt/12-volt The revision date in the footer of the manual was updated to "06/16" Volkswagen of America, Inc. Warranty Policies and Procedures 06/16 Policies and Procedures Manual | Table of Contents Page 5 TABLE OF CONTENTS FOREWORD ................................................................................................................................ 2 WHAT'S NEW .............................................................................................................................. 3 TABLE OF CONTENTS ............................................................................................................... 5 DEFINITIONS AND ABBREVIATIONS ..................................................................................... 12 COMMONLY USED PHONE NUMBERS .................................................................................. 13 1 GENERAL WARRANTY GUIDELINES .............................................................................. 14 1.1 Overview of New Vehicle Warranties..................................................................... 14 1.2 Warranties at a Glance ............................................................................................ 15 1.2.1 New Vehicle Limited Warranty ...................................................................... 15 1.2.2 Powertrain Limited Warranty ......................................................................... 19 1.2.3 Hybrid System Limited Warranty ................................................................... 21 1.2.4 High-Voltage System Limited Warranty (All-electric models only) ................ 22 1.2.5 Limited Warranty Against Corrosion Perforation ........................................... 24 1.2.6 Federal Emissions Warranty ......................................................................... 26 1.2.7 California Emissions Warranty ...................................................................... 28 1.2.8 Volkswagen Limited Extension Warranties ................................................... 29 1.2.9 Volkswagen Parts and Accessories Limited Warranty .................................. 33 1.3 General Guidelines .................................................................................................. 34 1.4 General Exclusions from Coverage ....................................................................... 37 2 WARRANTY ADMINISTRATION ....................................................................................... 39 2.1 Warranty Coverage Verification ............................................................................. 39 2.1.1 Delivery Date Discrepancies ......................................................................... 39 2.1.2 Voided Warranty ............................................................................................ 40 2.1.3 Warranty Reinstatement ................................................................................ 40 2.2 Warranty Claims ...................................................................................................... 41 2.2.1 Time Limits to File a Claim ............................................................................ 42 Volkswagen of America, Inc. Warranty Policies and Procedures 06/16 Policies and Procedures Manual | Table of Contents Page 6 2.2.2 Personnel Authorized to Code/Enter Warranty Claims ................................. 43 2.3 Repair Order Documentation ................................................................................. 43 2.3.1 Required Information on Repair Order .......................................................... 43 2.3.2 Required Documentation with Repair Order ................................................. 45 2.3.3 Documentation for Paint and Corrosion Claims ............................................ 47 2.3.4 Documentation for Parts Warranty Claims .................................................... 47 2.3.5 Document Retention ...................................................................................... 48 2.3.6 Storage, Access to, and Reproduction of Dealer Records ............................ 48 2.4 Reimbursement Policy ............................................................................................ 50 2.4.1 Reimbursement of Parts ................................................................................ 50 2.4.2 Reimbursement of Labor ............................................................................... 54 2.4.3 Reimbursement of Sublet Repairs ................................................................ 63 2.5 Warranty Parts Return Center Requirements ....................................................... 64 2.5.1 Warranty Parts Shipment .............................................................................. 64 2.5.2 Warranty Parts Retention, Storage and claim follow-up at the Dealership ... 67 2.5.3 Documentation for Parts Requested by the Warranty Parts Return