VSS1408
Service Bulletin Details
Public Details for: VSS1408
Temporary warranty process and parts return program
- 2015 -
Models from 2015
2015 VOLKSWAGEN E-GOLF |
Service Information Support Number: VSS-14-08 Subject: 2015 Volkswagen e-Golf – Market Introduction Date: Oct. 21, 2014 Temporary Warranty Process and Parts Return Program (US Dealers Only) Effective: From repair date November 3rd, 2014 to January 30, 2015 Model: Volkswagen e-Golf Model Year: 2015 During the Market Introduction of the all-new e-Golf, Volkswagen will collect all warranty repair information to ensure prompt analysis and resolution of any emerging concerns. After performing the preliminary diagnosis, you must create a Volkswagen Technical Assistance (VTA) ticket and call the Technical Helpline prior to performing any repairs. o A separate VTA case number is required for each line item of warranty repair. This excludes all Required Vehicle Updates (RVU) and Campaign Circulars. (Be sure both RO Number and RO Date are entered correctly in all VTA cases) All Volkswagen Technical Assistance cases will need to be "CLOSED" at the completion of the repair. Dealers will be notified after Volkswagen Technical Assistance case closure of part return requests. Only warranty claims with a closed Volkswagen Technical Assistance case number in the Comments field and verified return parts will be processed for reimbursement. Program Highlights: Dealership technicians must create a VTA case for every warranty repair using ElsaWeb and select concern group "2015 e-Golf – All concerns”. Call the Volkswagen Technician Helpline with your Volkswagen Technical Assistance access code: 1-800-678-2389. Select the option: prompt 1 to enter the access code given from ElsaWeb. The technician must perform a preliminary diagnosis on each concern reported by the customer and obtain a Volkswagen Technical Assistance (VTA) access code before contacting the Volkswagen Technician Helpline. o Note: Attachments will be mandatory. To be able to generate an access code you must have an attachment. This includes pictures and/or complete GFF logs electronically to the VTA case (GFF Paperless is not acceptable due to delays in uploads). Instructions on how to attach items to the VTA case and why they are needed can be found in Service Net. (Technician References>Technicians Helpline>Job Aid) The technician must provide complete repair information in the VTA system prior to closing a VTA case. Special requirements For any Buy-pack related issues, pictures of front and back of the unopened bag and a picture of the Packing label will be requested. Page 1 of 5 ver1.3 © 2014 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. Service Information If a part is ordered, the technician must obtain a Parts Sales Document number and enter it into the area provided in the preparedness questionnaire. If any part(s) are replaced, please document the Part Numbers in the space (Parts Replaced) provided in the preparedness questionnaire. If a Vehicle leaves the Dealership with the Customer for any reason the VTA ticket should be closed with the latest information available. If vehicle is leaving due to parts being ordered, a new VTA ticket will be required when parts are replaced to verify repair path. See Service Information-Support document: VSS-08-12 “Technician Preparation when Calling the Volkswagen Dealer Technician Helpline”. The Volkswagen Technician Helpline consultant will provide a Volkswagen Technical Assistance case number for each properly documented concern (repair) on the repair order brought up by the technician. o Note: This number is different from the access code generated when creating a case in ElsaWeb. The case code has a 2 digit letter code then a series of numbers. (Example FE1234). This number is only given once the dealer calls the Technical Helpline and the case is accepted by a Helpline Consultant. The Volkswagen Technical Assistance case number(s) and closure date for each repair must be written on the back of the repair order alongside the technician punch time for the applicable repair (ERO dealers enter the contact number under the description of the repair information), and entered in the Comments Field of each eligible warranty claim. Warranty and Parts Return Process: The Volkswagen Warranty Parts Return Center will notify the dealership of a part return on all closed Volkswagen Technical Helpline case numbers within one (1) business day. Warranty Parts Return Center personnel will: o Create a shipping request in the Warranty Parts Shipping Portal (WPSP). o Follow up with the dealership if the requested part(s) is not picked up by FedEx in 48hrs. Dealership personnel should: o Monitor the Outstanding Warranty Parts Report in the WPSP for new requests. o Print the pre-addressed shipping label from the WPSP o Return the requested part(s) with repair documentation and a printed copy of the VTA case to the Warranty Parts Return Center same day. o Enter the warranty claim into SAGA within 24 hours of repair. HAZMAT parts will be requested on a case-by-case basis during the launch. Parts should be shipped as outlined in the Warranty Parts Request User’s Guide. Engines and Transmissions will be requested on a case by case basis. Follow the shipping guidelines as outlined in the Warranty Parts Request User’s Guide. If requested parts are returned prior to receiving a WPSP part return request, email the Warranty Parts Return Center ([email protected]) with comments regarding the return and provide the FedEx tracking number. A printed copy of the Volkswagen Technical Helpline case number as well as all applicable required documentation must be included when sending the requested parts. Page 2 of 5 © 2014 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. Service Information Why attach Documents to the VTA; user information. GFF / 00 / Collection Services: Provides us with: Part numbers of Control Modules Hardware/software versions / levels All faults, even the ones related but occasionally overlooked Provides specific module coding Test Plan results or failures Scan tool Base and Brand version levels Base line of vehicle configuration Pictures and Video w/sound: Provide us with: Visual documentation of Fit, Finish or Color. Visual location of condition o Pictures should include – 3 Views Overall location on vehicle Location on panel or body Complaint of Component Assists consultants in seeing and hearing what techs are experiencing Detailed Worksheets: Provides us with: Exact readings and values pertaining to specific problems. Specific information needed for root cause analysis. GFF Paperless is not acceptable due to delays in uploads. Page 3 of 5 © 2014 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. Service Information What to attach: Preferred Check engine light on: GFF Log Drivability concern, no Check Engine light Collection services / GFF log HVAC concern with faults GFF log HVAC concern without faults Collection services / GFF log Electrical concerns without faults Collection services / GFF log Electrical concern with faults GFF log Noises, rattles. or vibrations Sound Bite Paint concerns Pictures x 3 Fit and Finish concerns Pictures x 3 Glass deformities Pictures x 3 Interior trim concerns Pictures x 3 TPMS light on with faults GFF log & Printout from TPMS test tool– BRT – DBL4 TPMS light on without faults GFF log & Printout from TPMS test tool – BRT – DBL4 Drivetrain function concerns with faults GFF log Drivetrain function concerns without faults Collection services / GFF log Drivetrain Vibration concerns without faults Sound Bite Infotainment concerns with faults (Radio, Navigation, SAT, MDI, Bluetooth, etc.). GFF log Accepted GFF log /Collection Serv. Collection services Collection services Collection services & Printout from TPMS test tool – BRT –DB Collection services Page 4 of 5 © 2014 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. Service Information Infotainment complaints without faults (Radio, Navigation, SAT, MDI, Bluetooth, etc.). Sound Bite & GFF log Collection services Brake vibrations and noises Collection services ABS function concerns with faults GFF log ABS function concerns without faults Collection services / GFF log No Communication DSO Screen shots GFF log / Collection services if possible Parasitic Draw DSO Long term draw test GFF log /Collection services Hybrid Concerns GFF log Collection services Convertible Top Concerns GFF log & Pictures x 3 Collection services Immobilizer Concerns with Faults GFF log Immobilizer Concerns without faults GFF log Collection services Page 5 of 5 © 2014 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.