VWS1106

Warranty Information
SAGA Communication
Number: VWS-11-06
Subject: Regularly Scheduled Maintenance Interval Time or
Mileage Guidelines – All Vehicles Except Routan –
REVISED
Date: Nov. 13, 2012
This document conveys
Volkswagen SAGA information.
The Volkswagen Customer Experience Team has monitored the claims processed through the Carefree
Maintenance (CFM) program from its inception. Their findings reveal that, in many cases, the first
maintenance interval service (10K) has been claimed multiple times while subsequent maintenance
interval services (20K and 30K), although being performed for the customer, have been submitted
erroneously.
It is crucial that Volkswagen of America receives accurate claim coding information regarding the Carefree
Maintenance (CFM) Program. Accurate claim data enables Volkswagen to assist Dealers to improve their
CFM penetration and customer return rates. In addition, it allows VWoA to assess the perceived benefits
of the program to our customers.
To assist Dealer Service Departments in determining the most appropriate service number and
maintenance interval to use, Volkswagen has established the following guidelines.
REGULARLY SCHEDULED MAINTENANCE INTERVAL TIME OR MILEAGE GUIDELINES
ALL 2009 MY AND NEWER VEHICLES (EXCEPT ROUTAN)
Service
Number
Maint.
Interval
Mileage Range
Maintenance Interval
Description
Minimum
Maximum
Vehicle Months-inService
Range
Minimum
Maximum
1 year or 10,000 miles,
whichever occurs first, from the
100
15,000
4
15
original vehicle in-service date
20,000 miles or 1 year from the
0321
20 K
previous maintenance date,
15,001
25,000
8
27
whichever occurs first
30,000 miles or up to 1 year
0330
30 K
from the previous maintenance
25,001
36,000
12
39*
date*, whichever occurs first
* Effective as of 10/18/12 claim reception date, the 30K maintenance can be performed up to 39 months-inservice as long as the vehicle’s mileage has not exceeded 36,000.
0311
10 K
Volkswagen Warranty will support the Customer Experience Team’s objectives by implementing SAGA
logical edits that will require Dealer review of a non-Routan Carefree Maintenance claim when the claim
falls outside of the guidelines shown above. If, upon review, the Dealer confirms that a legitimate claim
should be submitted, the Dealer must contact the Warranty Helpline at 866-306-8447 to assist in
processing the claim.
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ver1.2
© 2012 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
Effective Date
SAGA logical edits will be activated beginning July 5, 2011.
Important Information
As a reminder, Volkswagen's warranty policy identifies several factors to consider when performing a
maintenance interval:
1. Each maintenance service will be paid by Volkswagen one time only (refer to ElsaWeb for service
history); disputes between Dealers must be settled between the two service departments involved.
2. The vehicle's eligibility for Carefree Maintenance must be verified by reviewing the maintenance
section of the Warranty and Maintenance booklet, the vehicle's Service History in ElsaWeb, and
the model and model year of the vehicle.
3. If a maintenance service is missed, it need not be "picked up" later. Reimbursement for a missed
service will not be provided.
4. Volkswagen Dealers should perform the most appropriate service upon considering the vehicle's
months-in-service and mileage driven.
For additional information, and to review the Carefree Maintenance policy in its entirety, please refer to the
Volkswagen Warranty Policies and Procedures Manual, Section 3.32.2.
Questions
For additional questions regarding these Carefree Maintenance guidelines, contact the Warranty Helpline
at 866-306-8447 or [email protected].
Page 2 of 2
© 2012 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.