FAQs for sales p

FAQs for the Sales Preparation Program for New, Unsold Model Year 2015 Volkswagen
2.0L TDI Vehicles in Dealer Stock
1. How can we prevent errors while performing the 23Q3 Emission Recall? It is very
important to follow the 23Q3 Emission Recall Circular carefully. Use of an approved battery
charger to maintain system voltage and USB cable connection of the diagnostic tester
during the software update is critical.
2. How will vehicles with over 1,000 miles be handled? Should any work be started on these
vehicles? The sales preparation program related to technical bulletin 00-17-05 is offered
for vehicles with 1000 miles or more. For vehicles with greater than 1000 miles, dealers
can have the 23Q3 Emission Recall closed by sending the repair order to the WHL via the
WISE Doc-It workflow. Refer to Warranty Communication VWC-17-06 for complete details.
3. For vehicle concerns that may be warrantable (i.e., key fob battery, oil leak, etc), should
normal warranty repair procedures apply or should a Warranty Repair Acceptance Request
be opened in WISE? Normal policies and procedures apply for warranty repairs prior to
delivery. It is not necessary to submit a Warranty Repair Acceptance Request in VW-WISE
nor is it necessary to create a VTA case unless otherwise required by policy.
4. Will the replacement of a rear wiper blade need a Warranty Repair Acceptance Request in
WISE? A rear wiper blade may be replaced under the Sales Preparation Program Step 2
without additional authorization. Claim the wiper blade(s) along with Step 2 Mandatory
Services using Service Number X130.
5. It was mentioned at the National Aftersales Meeting that a VTA should be opened on every
vehicle. This does not appear to be stated in the communications. Is this necessary? VTA
is not required for the Sales Preparation Program. VTA is required if issues are encountered
during 23Q3 Emission Recall such as pre-existing MIL ON conditions. Warranty Repair
Acceptance Request in VW-WISE is required in accordance with the Sales Preparation
Program communication.
6. Can we get UPS tracking numbers for the TDI packets? Region Directors of Fixed
Operations have been provided with contact information for VW Distribution 877-2990505 or [email protected] to investigate late or missing packages. ETA for all
packages was 4/11/2017 COB.
7. Is it required to have the Approved Emission Modification claim paid before a Warranty
Repair Acceptance Request in WISE can be opened? The 23Q3 Emission Recall must be
completed prior to commencing with Sales Preparation work. However the 23Q3 Emission
Recall claim need not be in a reimbursed status to begin the sales preparation services.
8. What should be done about Customer Mobility Program (CMP) vehicles? Vehicles in the
CMP with an in-service date are eligible to have the 23Q3 Emission Recall processed using
claim type 710.
9. Where should we place the Monroney and Monroney Addendum since they don’t fit
together on any one side window? It’s acceptable to place the Monroney on the passenger
side front window and the addendum on the passenger side rear window. The labels must
be on the same side of the vehicle.
10. Some of the parts to complete the mandatory services are back-ordered. What do we do?
It is acceptable to eliminate the replacement of certain parts which are known to be
backordered such as wiper blades or pollen filter. Dealers should deduct the appropriate
labor if steps are eliminated.
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April 21, 2017
FAQs for the Sales Preparation Program for New, Unsold Model Year 2015 Volkswagen
2.0L TDI Vehicles in Dealer Stock
11. Do I need to submit a Warranty Repair Acceptance Request for each additional repair? The
Sales Preparation Program is offered to support dealers with issues related to long-term
storage. It is important to use this program to remedy those types of concerns. Defects in
materials and/or workmanship should be handled using normal warranty processes.
12. Do we need to drain and fill the Ad-Blue System? It is not necessary to replace or top-off
the Ad-Blue fluid.
13. What do I do with VINs showing up as not assigned to my dealership in the IN-FORM tool?
This case is likely related to a dealer-traded unit. It is necessary for the dealer attempting
to use the in-form tool to contact VWoA’s IT Helpdesk at 248-754-4357.
14. What about missing items such as floor mats, center caps for wheels, owner’s manual and
tow hook cover? These items are not related to long-term storage nor constitute a
manufacturer’s defect and are therefore not covered by the Sales Preparation Program or
under any warranty.
15. How long do I need to keep the replaced tires or batteries? Batteries/ brake parts/ tires and
other damaged parts related to the Sales Preparation Program should be retained for QTM
inspection.
16. What about other damage such as hail dings or door dents? Dents, dings and scratches
caused by how the vehicle was stored are not covered by the Sales Preparation Program or
under any warranty.
17. Why do I need to separate Warranty Repair Acceptance Requests for front and rear
brakes? A separate WISE request is needed for each issue because it is driven by Service
Number. As an example, it is possible that the front brakes will be approved and the rear
brakes rejected. If there is only one request for both axles, this may create confusion for
dealers and others.
18. What if after long-term storage, the paint on some vehicles won’t respond to conventional
detailing treatments? Paint concerns are approved by the QTMs for the Sales Preparation
Program just as they are for warrantable conditions.
19. Why do I have to attach pictures or worksheets to a Warranty Repair Acceptance Request?
Providing as much information as possible will support the QTM’s assessment of the
concern and expedite the processing.
20. Why do we have to wait for the QTM to come and inspect the vehicle? QTMs are inspecting
vehicles on a case by case basis to better provide an assessment of the concern.
21. When can we deliver these cars? The vehicles may be delivered after all recalls have been
completed properly and the Sales Preparation Services are complete. We’re delivering
these vehicles within the J.D. Power survey window for Initial Quality. It is extremely
important that these customers have a perfect delivery experience with a clean and defectfree vehicle.
22. How long will it take to get the 23Q3 Emission Recall claim paid? Claims are approved for
payment based on the correctness of the claim and that the In-Form tool was utilized
correctly. Typical process time for claims is three business days.
23. Do I have to complete the 23Q3 Emission Recall before moving on to step 2 of the Sales
Preparation Program? Yes
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FAQs for the Sales Preparation Program for New, Unsold Model Year 2015 Volkswagen
2.0L TDI Vehicles in Dealer Stock
24. Why do I have to submit a Warranty Repair Acceptance request for tires, brakes and other
services? The QTM is to validate that repairs are related to the long-term storage of the
vehicle.
25. Can I perform a state inspection before the 23Q3 Emission Recall has been performed? Yes
26. Do I need to open a separate repair order for the 23Q3 Emission Recall and the Extended
Inspection? Dealers can perform all the repairs on one repair order or separate repair
orders, as needed. A separate line is needed for each claim of the 23Q3 Emission Recall, the
installation of the Approved Emission Modification documentation (Window labels and
paperwork in glove box), and the Sales Preparation Program services.
27. Why does the IN-FORM application show “No Claim” under the “Claim Status” on the
Service Forms landing page? It is likely because the vehicle is an unsold unit. There has not
been an option for a vehicle owner to submit a buyback or AEM request. It is OK to
continue with the AEM.
28. What will be done about the corrosion located on the brake rotors? Corrosion on a brake
rotor, that is not part of the friction surface, does not present a functional issue and will
not be addressed under the Sales Preparation Program nor any warranty.
29. What is needed when submitting a Warranty Repair Acceptance Request for tires and/or
rotors? Anything that the QTM could use to make a proper assessment of the concern.
Images of the concern, diagnostic worksheets, etc. could be used to assist the QTM.
30. How long does it take to process a Warranty Repair Acceptance Request for brakes, tires
or additional services? You will typically receive a response within one business day.
31. When replacing tires, can we get them from any local supplier? When possible, dealers
must utilize Dealer Tire for sourcing of replacement tires. Only original equipment brand
and size tires may be installed on new vehicles prior to sale.
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April 21, 2017