VWP1327

Warranty Information
Policies and Procedures Bulletin
Number: VWP-13-27
Subject: Paint and Corrosion Policy and Program
Date: Dec. 17, 2013
This document modifies the
Volkswagen Warranty Policies
and Procedures Manual.
In collaboration with the National Service Advisory Council and the VW CREW, Volkswagen Warranty is
pleased to introduce a dealer-friendly Paint and Corrosion Policy and Program which no longer requires
the Paint/Corrosion Claim Form.
VW Dealers Spoke . . . and Warranty Listened
In 2013, Volkswagen Warranty embarked on a challenge to ease the burden of requirements for the Paint
and Corrosion Process. During this year we have collected feedback from various dealer surveys
(Carlisle, JD Power, NADA, etc.), instructor-led training sessions, field meetings and dealer visits.
Additionally, we discussed and evaluated the concerns from VW dealers with the Regional General
Managers of Fixed Operations and our factory representatives.
Based on the evaluated feedback, we developed a program to accomplish the following:
 Fully support the dealer process from start to finish
 Eliminate miscalculations and dealer frustrations
 Ensure dealer payment
 Provide step-by-step claim entry guidance
 Dedicated staffing
 Comply with factory requirements
The Paint and Corrosion Program was piloted by dealers located in the Mid-West Region. Working closely
with the Mid-West Region dealers has led to a new dealer-friendly process for paint and corrosion
warranty repairs.
Paint and Corrosion Program Enhancements (Effective January 6, 2014)
1. Paint/Corrosion Claim Form is no longer required
2. A repair estimate verification response from Warranty before the repair is performed
3. Materials reimbursement increase from $9.30 to $12.00 per unit
4. Dedicated Warranty Paint and Corrosion Specialists
5. Dedicated email address for paint and corrosion claims
6. Repair acceptance from VW Field Staff will be processed through WISE
7. Simplified vehicle digital images
8. Recommended 3-Phase Approach for success
Training
Volkswagen Warranty wants to ensure your success with these changes. Therefore, we will support your
dealer by offering webinar training. Webinars will be offered throughout January. A separate
communication will be published with the details, including dates and times.
Page 1 of 3
© 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
Paint and Corrosion Program Enhancement Details
Paint/Corrosion Claim Form is No Longer Required
Warranty will perform the calculations of this task in the Estimate Verification Response (explained below)
and provide the dealer a more understandable translation of the body shop estimate to the warranty claim
allowance.
Repair Estimate Verification Response from Warranty
Our dealer support has significantly increased by providing the dealer a complete review of the body shop
estimate before the repair is performed to ensure it coincides with the warranty allowance. By offering
this service before the repair is performed, the dealer will have a complete understanding of the potential
warranty reimbursement and detailed SAGA claim coding information.
After receiving the WISE “acceptance” to perform a paint or corrosion warranty repair, the dealer must
provide the body shop estimate to the Paint and Corrosion Mailbox ([email protected]) or fax it to 248754-6501. Within two business days from receipt of the documentation, Volkswagen Warranty will provide
a response to the dealer which will contain the description of the verified work, labor operations to claim in
SAGA, and the approved claim amounts for the repair.
Materials Reimbursement Increase
An analysis was performed to determine the average price dealers were being charged for paint material.
The paint material price will increase from $9.30 to $12.00 per unit.
Dedicated Warranty Paint and Corrosion Specialists
Warranty has three dedicated Paint and Corrosion Specialists who all have an extensive background with
body shops. Each of them has a complete understanding of paint and corrosion repairs, interpreting
estimates, and body shop operations. With their experience, they will be able to support dealers through
the entire paint and corrosion claims process.
Dedicated Email Address for Paint and Corrosion Claims
The Warranty Team has created the mailbox [email protected] specifically for sending paint and/or
corrosion documentation such as repair orders and body shop estimates. This email box is supported by
the dedicated Warranty Paint and Corrosion Specialists.
Repair Acceptance will be Processed through WISE
WISE will be enhanced to process field “acceptance” of paint and corrosion repairs through the WISE
Operations section. The dealer will be able to upload digital images for the Warranty Repair Acceptance
Process. Since the digital images will be saved on WISE, it will no longer be necessary to send digital
images to multiple people or departments.
Page 2 of 3
© 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
Simplified Vehicle Digital Images
As with most OEMs, digital images are required for paint and corrosion repairs. Warranty will continue to
require a digital image of the VIN plate and affected area. However, below is a simplified version of the
required vehicle body digital images. Each red outline represents an image. Each vehicle body digital
image is closer to the affected area. By taking the digital images of a clean vehicle in the technique shown
below, the approval and processing will be expedited, as well as the customer’s repair.
1
2
3
4
VIN Plate
Recommended 3-Phase Approach for a Successful Paint and Corrosion Warranty Repair
To simplify the process, we have created a recommended 3-phase approach to ensure dealer satisfaction,
warranty compliance, and most importantly, customer satisfaction.
Customer Notification
Endorsement Procedure
Conclusion
• Customer arrives at dealer
• Digital images are taken
• Estimate for work required is obtained
• Warranty Repair Acceptance Request is submitted on WISE
• After notification from WISE that the repair is "Accepted" as warrantable, the
estimate is emailed to [email protected] or faxed to 248-754-6501
• Estimate Verification Response is sent to the dealer
• Perform verified repairs
• Submit for claim reimbursement in SAGA
• Email final invoices and repair order to [email protected] or fax to 248754-6501
Click the icon at right to view the new Paint and Corrosion Repairs policy
in its entirety.
Page 3 of 3
© 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.