VWS1204

Warranty Information
SAGA Communication
Number: VWS-12-04
Subject: Carefree Maintenance Program Duplicate Claims –
REVISED
Date: Nov. 13, 2012
This document conveys
Volkswagen SAGA information.
This communication contains important information regarding submission of duplicate claims for the
Volkswagen Carefree Maintenance Program.
Under the Carefree Maintenance Program, the Courtesy Vehicle Check and each scheduled maintenance
service can only be claimed once per VIN. Duplicate claims are subject to cancellation.
It is the Dealer’s responsibility to verify that a vehicle qualifies for Carefree Maintenance service prior to
perfoming any work.
Claim Cancellation Avoidance
Resource information, such as ElsaWeb, the Warranty and Maintenance booklet, SAGA Communication
VWS-11-06, or the Warranty Helpline, should be utilized to avoid performing and/or claiming duplicate
Carefree Maintenance services. Duplicate Carefree Maintenance services are not reimbursable.
ElsaWeb
ElsaWeb will only display repair history for a service or repair that has already been claimed in SAGA. If a
Dealer has performed a Carefree Maintenance service but has not yet submitted the claim, ElsaWeb will
not display the information. It is important to submit all maintenance claims upon completion of the service
to ensure that ElsaWeb reflects current and accurate information. To check the service history of a
vehicle on ElsaWeb:
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Enter the VIN in the Vehicle Selection screen
Select Service History from the menu
Search for any previously performed maintenance services such as: Courtesy Vehicle Check,
10K, 20K and 30K services
The service history will be displayed as in the screen shot below.
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© 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
Warranty and Maintenance booklet
Stamping the Warranty and Maintenance booklet upon completion of a maintenance service is required
by policy and can be useful in verifying vehicle eligibility for scheduled Carefree Maintenance services.
Checking for a stamped booklet can identify that a service has already been performed even when the
performing dealer has not yet submitted their warranty claim.
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Failure to stamp the booklet may result in non-payment of a Carefree Maintenance service
per Policy 3.32.2.
Should the Dealer find that the customer does not have their booklet, the Dealer should
provide a new one, stamping the current service performed
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© 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
SAGA Communication VWS-11-06 Regularly Scheduled Maintenance Interval Time or
Mileage Guidelines
This communication is located on WISE > Bulletins & Communications > Communications > SAGA
Communications and applies to all models 2009 and newer (except Routan).
The guidelines should be used to determine which maintenance service a vehicle may be eligible for
based on mileage or months-in-service. In summary:
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Vehicles must fall within New Vehicle Limited Warranty (3 Years/36,000 miles, whichever
occurs first)
Dealers should perform the most applicable service for which the vehicle is eligible even if it
means that the customer will miss an earlier service
Missed Carefee Maintenance services cannot be made-up later
Eligibility for a specific maintenance service is based on either mileage or months-inservice, allowing for high mileage/low-time and low mileage/high-time vehicles
The Warranty Helpline
The Warranty Helpline may be contacted if there are any questions regarding the most applicable service
for which the vehicle is eligible when using the guidelines provided in SAGA Communication VWS-11-06.
The Helpline may also assist Dealers by updating or correcting an existing claim.
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Parts or labor changes
Mileage errors
Incorrect service submitted
Claim Cancellations
Duplicate maintenance claims that process through SAGA will be cancelled either by a Warranty Support
Specialist or by a SAGA-generated cancellation. SAGA periodically runs an automated search and debits
any duplicate maintenance entries.
Should the cancellation be made by a Warranty Support Specialist, claim comments will be available
advising the dealer why the cancellation was necessary.
When claims are cancelled by SAGA, comments will not be provided because it is a system-generated
cancellation.
Should there be any question as to why a system-generated claim cancellation occurred, Dealers should
refer to the repair history either in ElsaWeb (as explained above) or in SAGA by opening the claim in
question and double-clicking on the Number of claims in history field.
Please refer to the example below of a SAGA-generated claim cancellation.
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© 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
Example of a SAGA-Generated Claim Cancellation
Frequently Asked Questions:
1. Are Carefree Maintenenance services available on a Canadian vehicle?
No. Carefree maintenance is a US-only program applicable only to vehicle model years 2009 and
newer sold in the United States.
2.
What will happen if the same maintenance service is claimed more than once?
The same maintenance service cannot be claimed twice and any duplicate claims will be cancelled.
Page 4 of 5
© 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
3. If a duplicate maintenance claim is cancelled, can I resubmit under Goodwill?
Should a duplicate maintenance claim be cancelled, the claim may not be resubmitted under Goodwill
as per guidelines stated in VWG-12-01 Customer Loyalty Assistance Program located in the
Resource Center on WISE.
4. If I forget to add the pollen filter to my warranty claim for a 20K service, can I file a second
claim line for just the pollen filter?
No. When a maintenance service includes more than just an oil change, for example brake flush or
pollen filter, only one warranty claim line should be submitted in SAGA. Multiple claim lines for the
same service are considered duplicate and will be cancelled.
5. What if I’ve forgotten to claim something or need to make an update to a service?
Should an item be accidentally left off a warranty claim in SAGA (part or labor), the original warranty
claim should be updated. Dealers should not submit a second warranty claim.
6. What if I feel that our dealership isn’t responsible for the duplication and wish to dispute the
cancellation?
It is the Dealer’s responsibility to resolve any disputes between the dealerships involved. Warranty
cannot assist in resolving these disputes.
7. Is there any way Volkswagen can make an exception for a maintenance for a vehicle that is
outside of the New Vehicle Limited Warranty (NVLW)?
Yes. The 30K maintenance can be performed up to 39 months-in-service as long as the vehicle’s
mileage has not exceeded 36,000. (Effective as of 10/18/12 claim reception date)
As always, maintenance claims should be submitted in SAGA as soon as possible after the
maintenance is completed to avoid potential claim duplication.
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© 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.