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TRANSCRIPT
Reference Guide 810133
Volkswagen New Technician Introduction
Volkswagen Group of America, Inc.Volkswagen AcademyPrinted in U.S.A.Printed 1/2015
Course Number 810133
©2015 Volkswagen Group of America, Inc.
All rights reserved. All information contained in this manual 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.
All requests for permission to copy and redistribute information should be referred to Volkswagen Group of America, Inc.
Always check Technical Bulletins and the latest electronic repair information for information that may supersede any information included in this booklet.
Trademarks: All brand names and product names used in this manual are trade names, service marks, trademarks, or registered trademarks; and are the property of their respective owners.
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Volkswagen Academy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
VW Hub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
VW Websource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
RQC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Certification Resource Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23
VW IQ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
ElsaPro . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32
PDI Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Perfect Delivery 360 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37
Volkswagen Double Check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Knowing your VW.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Transport Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Radio Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .46
Service Net . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
Organizational Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Dealer Technician Helpline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Contents
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1
Volkswagen
VOWAt Volkswagen, we not only believe in better engineering for
all, but we believe owning a Volkswagen should be something to smile about. Whether you’re shopping for your first VW,
servicing your current one or looking for your next Volkswagen, we vow to make it both fair and fun.
We vow to stand behind a perfect vehicle delivery. And to always service your vehicle like it’s our own. We vow to build lifetime loyalty with each and every contact. The Volkswagen Vow is much more than a promise, it’s a personal pledge from
each and every employee not to just build great cars, but to build strong, enduring relationships.
2
Welcome!
We are excited to have you as part of our team. You are a valued member of the Volkswagen Brand and we are glad you decided to join us on our journey.
We believe that every employee offers unique abilities and has a direct impact on sales, profitability and customer satisfaction, no matter their position in the dealership. You are the face of the Volkswagen brand, and we recognize and appreciate the value that you bring.
Again, welcome.
3
The Volkswagen Academy is a dedicated group of individuals that strive to provide the best possible training and information for the personnel at Volkswagen dealers. They create and provide Sales, After Sales and Service training.
This guide focuses on the information needed for Technical Service training,
You interface with the Volkswagen Academy instructors, Fixed Operations Managers (FOMs), Quality and Technical Managers (QTMs) and the Helpline. The Academy Instructors are located at 14 Learning Centers across the nation. Some centers have more than one instructor.
Renton, WA Learning Center (Seattle)
Dan McLaren 425-271-1790Buffalo Grove, IL Learning Center
(Chicago)Rodney Koschkee 847-459-8649
David Wohlhart 847-459-8874Columbus, OH Learning Center
John Craven 248-754-4951Nick Karchefsky 248-754-4952
Upper Marlborough, MA Learning Center(Boston)
John Lamb 508-460-1153
Allendale, NJ Learning Center(New York)
Monyef Ramadan 201-234-9884 Ext 2
Jessup, MD Learning Center(Baltimore)
Marc Gerry 303-362-1126Joe Kues 303-362-1127
Ashburn, VA Learning Center(Washington D.C.)
Bill McAleese 703-364-7193
Chattanooga, TN Learning CenterJason Ross 423-582-3807
Atlanta, GA Learning CenterErvin Cruz 404-767-5202
Davie, FL Learning Center (Miami)
Thomas RessmannTodd Gullicksen 954-424-1889
Dallas, TX Learning CenterJeff Harrison 972-870-1400
Joel Arabzadegan 972-870-1405
Wheat Ridge, CO Learning Center(Denver)
TBD 303-431-4302
Ontario, CA Learning Center(Los Angeles)
Jeff Calhoun 909-930-3557
Livermore, CA Learning Center
(San Francisco)Stevan Batinic 925-454-8834
Josh Baliff 925-373-0180
Notes:
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5
CertificationTo keep your knowledge fresh, the Volkswagen Academy has an annual certification program. This program requires a certain amount of training to be taken each year.
This is the 2015 Technician Certification information.
This document and many others is under the Certification Resource Center Library tab. Always check online for the latest information.
TECHNICIANS
REQUIRED REGISTERED eMOBILITYTRANSMISSIONELECTRICAL ENGINE MASTER
IN-D
EALE
RSH
IP A
ND
SEL
F-ST
UD
Y C
OU
RSE
SIN
STR
UC
TOR
-LED
CO
UR
SES
ELSA Pro700444
Hybrid and EV High Voltage Safety
890104
Volkswagen Airbag & Safety Systems
810103
Volkswagen Warranty Basics
705144
Welcome to Car-Net609534
Documentation BestPractices for Repair
Orders and Customer Invoices
701144
Perfect Delivery 360for Technicians
801844
Introduction to VWScan Tools
811102
Electrical Systems871600
Input/Output Diagnosis870292
Diagnosis & Documentation
811602
Any 1 Instructor-Led Class
Introduction to Volkswagen
Networking Systems872604
DSO Function Generator Excercise
870293
VolkswagenHeating, Ventilation
and Air Conditioning
881404
The Routan HVACSystem881803
Networking Systems872602
Body Electrical Systems872802
Heating, AirConditioning andClimate Control
Systems881702
Metrics for Mechanics
821003
Introduction to Engine
Management820114
2.0 LiterCommon RailBIN5 ULEV
Engine826803
3.0 Liter V6 CleanDiesel Engine
840193
Engine MechanicalDiagnosis and
Repair821202
EngineManagement
Level I841002
Engine Management
Level II842002
TDI Diesel Engine841102
2011 Touareg 0C8Automatic
Transmission850103
Introduction toAutomatic
Transmissions850114
02E Direct ShiftGearbox (DSG)
Transmission851403
09G/09M 6 SpeedAutomatic
Transmission851503
Introduction toManual
Transmissions850124
Automatic Transmission
851502
ManualTransmission
Diagnosis andOperation
851700
VolkswagenBraking Systems
861704
Introduction toVolkswagenAlignment860124
Eos ElectricalSystem
Overview871603
Eos NewModel
Introduction891603
Noise, Vibrationand Harshness
861503
Brakes &Handling Controls861702
Volkswagen Convertibles
891702
Airbag and SafetySystems871702
The TouaregHybrid
890203
Jetta Hybrid890323
Choose Any Speciality
Complete ALL 5Specialties,Diagnostic TechnicianHands onAssessment
800132
DiagnosticTechnician
Exam800232
andAll 5
On-LineMaster Tests
orASE Tests
A1-A8 plus L1
High VoltageTechnician890302
CHASSIS
CONTINUOUS LEARNINGVW IQ for TECHFIRST QUARTER
SERIES
VW IQ for TECHSECOND QUARTER
SERIES
VW IQ for TECHTHIRD QUARTER
SERIES
VW IQ for TECHFOURTH QUARTER
SERIES
All Registered level, In-Dealership
&Self-Study Courses
6
How do I get Certified?
Check out the “Required” column in the graphic on Page 5 or the certification requirements in the Certification Resource Center or www.vwwebsource.com. You need:
• Required VWIQ videos and Tech Talks each quarter’
• One instructor-led course
How do I sign up for classes?
You must go the Certification Resource Center to sign up for classes. The Certification Resource Center can be accessed through a link at: www.vwwebsource.com or at: http://www.datarunners.net/vwcrc/default.aspx
Finding and enrolling in classes is covered later in this Reference Guide.
Certification Q&A
What does it mean to be a Master Technician?
It means that you are one of the top Volkswagen technicians. You have proven to be an expert on all vehicle systems.
High recognition and prestige comes with Master status. This also, at times, will allow you to participate in special functions just for Master Technicians.
How do I achieve Master status?
Check out the “Master” column in the Certification chart located on Page 5. You need:
• All five specialties
• The Diagnostic Technician hands-on assessment
• The Diagnostic Technician exam
• All five of the online Master tests -or- the ASE A1-A8 plus L1
Notes:
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7
The FastTrack Program puts you on the fast track to boost your career, increase the Service Department’s productivity, and improve your customers’ satisfaction.
The FastTrack program helps to create Volkswagen focused and brand-loyal Technicians for your dealership.
Our new FastTrack training program is designed to help you get up-to-speed quicker while requiring less time out of the dealer. FastTrack helps you to develop into a committed, well-trained, and proficient team member who serves customers with pride.
Curriculum
You attend two weeks of training and receive Registered Level status upon graduation. You then determine what Specialty Categories you would like to to pursue.
FastTrack (Keyword Search vwFAST)
In Dealership (Prior to Week 1)
• 7SV401 What is Warranty WBT• 7SV410 Being Prepared: Documentation and Record
Keeping WBT• 800184 Repair Order Communication WBT• 800134 Perfect Delivery 365 for Technicians WBT• 803503 ElsaWeb SSP• 810103 Volkswagen Airbag and Safety Systems SSP• 871404 Electrical WBT• 873003 How to Read Wiring Diagrams WBT• 890104 Hybrid High Voltage Safety WBT• 810133 Volkswagen New Technician Introduction:
Reference guide (read through and explore each area outlined in this reference guide, the post assessment will be given after attending ILT 812700 New Technician Introduction)
Instructor-Led Training (Week 1)
• 812700 New Technician Introduction• 871600 Electrical Systems• 811102 Introduction to Volkswagen Scan Tools
In Dealership (prior to week 2)
• ILT post assessments from Week 1• 870294 DSO Function and Operation WBT• 870293 Function Generator Exercise SSP
Instructor-Led Training (Week 2)
• 81102 Diagnosis and Documentation• 870292 Input/Output Diagnosis
Post-Graduation
• ILT Post-assessments from Week 2• Enrollment in first Specialty (i.e., Electrical, Engines, etc.)
Continuous Learning
• Required VWIQ videos and Tech Talks each quarter
Notes:
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FastTrack
8
VW Hub is a website that has links to a lot of the resources that technicians use. In addition, these links are categorized according to the tabs at the top of the screen. From this website, you can:
• Update your e-mail address
• Access vwwebsource
• Access ElsaPro
• And MUCH more!
9
How do I sign in or register to access vwhub.com?
Go to www.vwhub.com
• Signing in:
– Log in with your username and password assigned to you
• Registration:
– Select the Register button next to New Dealer User Registration near the bottom of the screen
Notes:
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10
What if I forgot my password?
• Go to www.vwhub.com
– Select Forgot Password
– Enter your userID and answer the question you selected during the registration process
Notes:
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11
www.vwwebsource.com
www.vwwebsource.com is a website that provides resources for all job roles in the dealership. In this Reference Guide, we will focus on the primary areas where technicians should begin. However, keep in mind, there is a LOT of information on vwwebsource. It is also constantly being updated and new information is being added. Check back on a regular basis to stay up to speed.
12
www.vwwebsource.com broken down
Links to Main Areas of vwwebsource User InformationButton to Edit User InformationLinks to Subcategories of vwwebsource Job Role Selector
Direct Link to the Certifi cation Resource Center (CRC)
Hot Topic Banner Cycle StatusCan Select any Number, or use Arrows on Ends for Forward/Backward Movement
Current Hot Topic Banner
Quick Link Banners (Image and Hyperlink
13
News from Germany
Do you want to know what’s happening at Volkswagen directly from the factory? This section keeps you in the loop with information from Germany. It has videos and other information that display current technologies directly from Volkswagen TV and the Academy in Germany.
Check back often to stay on top of the latest technologies.
News from Germany can also be launched from the VWIQ site.
14
SSPs
www.vwwebsource.com also has a library of Volkswagen’s Self Study Programs (SSPs). These are categorized by model or vehicle system and contain theoretical information about vehicles, systems and technologies.
SSPs can also be accessed through the CRC and VWIQ. SSP assessments are only located in the CRC.
15
Technology Explained
The Technology Explained tab provides you a wealth of information about Volkswagen technology. It’s not just about presenting a short description of these features. The “How” and “Why” are also presented, so you have a solid understanding of the technology and how it is applied.
Notes:
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Each of the modules provide multiple pages of What, How and Why. Some pages include videos or other interactive elements to help you to understand the concepts. There are also links to other areas of vwwebsource that may have more information.
Browse through these topics to learn more and to impress your colleagues and customers.
17
Customer Experience Survey (CES)
The Customer Experience Survey (CES) is a resource for you to view customer experiences at your dealer. You can view your ratings Fixed Right the First Time (FRFT), issue resolution, see whether any items are open, and determine how you can raise your own CES score.
CES Link
18
CES Setup
When you first access CES, you are asked for your preferences about what you want to see on your dashboard. These can be changed at any time using the Preferences link at the upper right of the page.
Notes:
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CES Dashboard
After you have entered your data, you are taken to the Dashboard to get an overview of the recent surveys for your dealer. This overview includes overall ratings, comments, question responses and more. Rolling your cursor over most items causes a popup window to appear. This window can have anything from employee information to customer comments, to the question descriptions.
20
CES - My Open Issues
One of the most important areas you should check is your open issues. This lists areas that are directly impacting your CES scores. Addressing these quickly and effectively can improve your CES scores drastically.
Checking CES On the Run
The information on this website can also be accessed from your mobile device, eliminating the need to be tied to a computer. There is a link at the left side of the dashboard to launch the informational window.
21
Retail Qualification Championship (RQC)
The RQC is a yearly challenge to everyone in the dealer to prove they have what it takes to be among Volkswagen’s elite dealer personnel. A series of tests narrows down contestants to a single champion in four categories:
• Sales Consultant
• Service Consultant
• Technician/Shop Foreman
• Parts Consultant
The RQC landing page has details about the competition, as well as a place for you to select your specialty.
After you select your specialty, you can get more details about the testing, the prizes and how to enroll.
Some of the tests are online, and some are hands-on. The purpose of these tests are to identify who has the best all-around skills. The top contestants each year are sent to the National Finals for a chance to be named the best of the best!
To sign up, go to vwwebsource.com and follow the link for the RQC.
22
The Details page has information about each stage of the testing. Each stage has its own details, so make sure to cycle through them all to learn as much as possible about the testing types and dates.
The Prizes tab details the prizes available to you at each stage of the testing process. The National Championship is always an exciting event that only the best are invited to attend. Do you have what it takes to be the best in the U.S.?
The testing sign up for each step is also explained on these pages. You can find tips and hints to help you place as high as possible - with a chance to make it to the next round!
23
Certification Status of Your
FieldYour Certification
Status
ILT Schedule Depending on Your Selections
Displays Courses Depending on Your Selections
Your Training Calendar Your Transcript
Document and Information
LibraryE-mail
Communication Inbox
Certification Resource Center
The Certification Resource Center has just been updated for 2013. It is now a more robust, intuitive, certification management tool. Enhancements include:
• An inbox for all course related emails
• Certification progress tracking
• Certification expiration tracking
• An improved course catalog
A user guide is available for you in the Library. As always, feel free to contact the Academy Concierge at 877-791-4838 with any questions.
vwwebsource CRC Link
Certification Resource Center Course Catalog Screen
24
Enrolling in an Instructor-Led Course
To enroll in a course, select the Course Catalog tab. You can search by keyword, course number, etc. When you have located the course you want, select the Action icon at the right of the screen.
A list of available upcoming classes displays. Select the Waitlist Icon of the course in which you would like to enroll. Your Service Manager is notified of your request and must approve the request for your enrollment in the course.
Search Area Results Area
25
Locating a Self-Study Program
If you are looking for a Self-Study Program (SSP), use the Keyword search in combination with the Delivery Type.
When you locate the correct SSP, select the Action icon. This launches a window that allows you to view or download the SSP for viewing later.
SSPs are also at www.vwwebsource.com and VWIQ. However, the CRC is the only place where the assessment is located.
26
Launching an Assessment
To find and launch an assessment, search by Keyword, or narrow your search by selecting Assessment under Delivery Type.
When you locate the correct assessment, select the Action icon. This opens a window and allows you to launch the assessment.
27
VWIQ
VWIQ is a targeted, micro-training site. It is designed to deliver effective information very quickly to help you understand Volkswagen models and to deliver the latest information on maintenance and repair.
For convenience, these tips can be accessed either by computer or by smartphone. The tips are designed to be as short as possible, keeping you on-task and productive.
Because these VWIQ links are delivered to you directly via e-mail, make sure your e-mail address is correct in www.vwhub.com and the Certification Resource Center.
VWIQ consists of:
• Two micro-training tips delivered per week
• Video clips will consist of:
– ODIS tips
– Executive video tips
– High-priority IQS tips
– New current issue tips
– Tips based on Tech Talk topics
– Tips from the IQ Resource Center
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http://tech.vw-iq.com/index.php
Micro-Training
The available Micro-Training tips are displayed after selecting the yearly Certification page in VWIQ. They are divided into quarters of the year. When you have completed a Micro-Training segment, a blue check mark appears in the box next to it.
To view a Micro-Training tip, just click on the text. A video automatically launches. After you have completed watching the video, there is a single-question assessment you must complete to receive credit for completion.
Notes:
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SSPs
This link leads you to the VW Technical SSP Library. The SSPs have been reduced in size so that they can be easily downloaded and viewed on mobile devices.
If you wish to receive credit for reading the SSPs, you must take the SSP assessment in the Certification Resource Center.
This can also be accessed through www.vwwebsource.com
30
News from Germany
Accessing News from Germany from VWIQ takes you to the same page as accessing it from vwwebsource..com.
Do you want to know what’s happening at Volkswagen directly from the Factory? This section keeps you in the loop with information from Germany. It has videos and other information that display current technologies directly from Volkswagen TV and the Academy in Germany.
Check back often to stay on top of the latest technologies.
This can also be accessed through www.vwwebsource.com
31
QuickTips
QuickTips are short video segments, a lot like the VWIQ videos. They are located in the IQ Resource Center tab. TechTalk and other videos are divided into smaller, bite-size pieces for easier and quicker viewing.
This can also be accessed through www.vwwebsource.com
32
What is ElsaPro?
ElsaPro is Volkswagen’s online repair manual. It provides repair information, wiring diagrams, Service Repair Times and much more.
To access ElsaPro, go to www.vwhub.com and select the link on the left side of the screen for ElsaPro.
Notes:
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GeKo ID
To get vehicle-specific information, to adapt Immobilizer components or to perform other functions, you need a GeKo ID. A GeKo ID is certification that you are a person within the trusted Volkswagen network and can perform certain procedures, or have access to certain information.
Authorization for use of GeKo systemOnline link with diagnostic tester VAS5051/5052 (GeKo Car Secret Protection) for ‘training’ (adaption) of immobilizer components and vehicle keys and for obtaining radio codes (the “System”).To obtain access for using the GeKo system this form must be filled out completely, proper signature obtained and sent to Volkswagen of America, Inc. (“VW”) Information Security via facsimile to 248 754-6302.
Type of Access: VW AUDI Type of Request: New Modify (add access to existing ID) Dealer Change Termination
Previous Dealer #
Security Provisions/Unauthorized UseThe use of the user ID is subject to the following conditions: 1. The individual functions that are available via access to the System may only be employed by the user for the purpose of specific tasks forming part
of his or her assigned duties. Use for any other purposes is not permitted.2. Sharing data acquired through the System with third parties is expressly prohibited, unless VW has given prior written consent.3. Data acquired through the System may only be retained and stored temporarily and must be deleted immediately after completion of the relevant
task.4. The use of any VW user ID other than that assigned to the user is prohibited. Similarly, the password assigned for the System must not be made
available to any third parties (including other VW employees).5. VW must be notified accordingly for de-registration when access to the System is no longer required.
All transactions performed in connection with this user ID will be recorded. The recorded information will be evaluated in accordance with the provisions of the relevant industrial code and data protection statutes.
Prior to replacement or ‘training’ (adaption) of engine control units, immobilizer components (either the separate unit or the instrument cluster), keys or lock sets the customer is required to produce identification (driver's license, passport, etc.) and proof of vehicle ownership. The dealer will note the details of this identification on the repair order.
To protect the customer’s interests, the dealer is required to make a copy of the customer’s identification and documentation and file them along with the repair order. If it is not possible to make a copy of the identification and proof of ownership, the dealer should obtain this information and add it to the other details of the customer already recorded. The dealership employee should personally verify this information against the VIN number on the vehicle and confirm that the information is correct by entering his/her name on the repair order.
The complete recorded documentation must be furnished to VW on request at any time for verification. The replacement or ‘training’ (adaption) of engine control units, immobilizer components (either the separate unit or the instrument cluster) or keys may only be performed by authorized VWdealers, and on no account by unauthorized third parties.
Statement of ObligationThe undersigned confirms that he/she has read and understood the above security provisions and that he/she will fulfill the resulting security obligations without exception.
__________________________ ______________________________ __________________________ ___________________Applicant Last Name First Name Applicant Signature Date
I authorize this technician to use GeKo. ______________________________ __________________________ ___________________Service Manager (Print Name) Service Manager Signature Date
We wish to register the following member of our staff who will be responsible for the enabling of immobilizer components for our dealership via the online link with diagnostic tester VAS5051/5052.
Dealership #
Dual Dealer # (if applicable)
Last Name:
First Name:
Dealer phone No:
Drivers License #:
Date of Birth: / /
Service Manager Name: Service Manager Email:
COMPLETE ALL INFORMATION
Place a legible copy of driver’s license in this box
Please be sure you can read all information
Please be sure to sign application and have application signed by the Service Manager
A screenprint copy of the GeKo form is located on this page. However, you should always check for the latest form by logging into www.vwhub and entering “GeKo” in the search box located at the top right corner of the home page. Find the document link titled “GeKo ID Form.”
Complete the form and fax it to the number on the form. Leaving off any information causes a delays in processing of the form.
34
VW Google
VW Google is a great way to search through:
• Technical Service Bulletins, Campaigns
• Required Vehicle Updates (RVUs)
• Tech Tips
• Fred
• Single VTA Cases
• Contact Reports
• Component Locations
• Wiring Diagrams,
• Shared Folders
• Service Center
To access VW Google, select the Technical Assistance button on the home screen or in the upper toolbar.
The Technical Assistance screen appears. This screen displays not only open and escalated tickets, but also the VW Google button. To do a Google Search, Select the VW Google button.
35
VW Google (continued)
The initial screen displays a list of data relevant to the vehicle information you entered into ElsaPro. You can search using any term in the search box at the top of the screen.
36
VW Google (continued)
When the arrow is selected next to a header, such as Technical Bulletins, a complete list of that requested search data appears.
Notes:
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38
39
40
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Transport Mode
When a vehicle needs to be taken out of Transport Mode, follow these steps:
1. Launch ODIS using your scan tool.
2. Start ODIS by selecting the Diagnosis button at the top right of the screen.
3. Select the Start Diagnosis button at the bottom left of the screen.
4. Enter the vehicle specific data, making sure that the “Work with Guided Fault Finding” box is checked.
5. Select Apply when ready to continue.
42
Transport Mode
6. you will be prompted to enter your ElsaPro login information. You can login now or later when the prompt appears. If waiting until later, simply select Cancel.
7. If you have an online connection, your Repair Order information should appear, as well as extra information or required updates. Select the Control Modules tab at the upper left of the screen. If nothing appears, select the No RO button at the bottom of the screen.
43
Transport Mode
8. Guided Fault Finding will scan the vehicle for faults.
9. If there are no faults, there will be no preselected test plans to complete. If there are faults in the vehicle and test plans need to be performed, make sure to turn off Transport Mode before attempting these test plans. Select the Control Modules tab at the top of the screeen.
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Transport Mode10. Right click on the Engine Control Module line to make the dropdown menu appear.
Select the Vehicle OBD button in the dropdown menu.
11. Select the Transport Mode line in the popup menuto highlight it, then select the Perform button to proceed.
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Transport Mode
12. In the popup window, select “Switch Transport Mode off” to highlight it, then select Perform to continue.
13. At this point, the Complete button apears. Select the Complete button. If the Transport Mode was successfully deactivated, a confirmation appears in the header of the popup window stating “The transport mode was switched successfully.”
This concludes the Transport Mode section.
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Radio Code
When a vehicle needs a radio code, follow these steps:
1. Launch ODIS using your scan tool.
2. Start ODIS by selecting the Diagnosis button at the top right of the screen.
3. Select the Start Diagnosis button at the bottom left of the screen.
4. Enter the vehicle specific data, making sure that the “Work with Guided Fault Finding” box is checked.
5. Select Apply when ready to continue.
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Radio Code
6. you will be prompted to enter your ElsaPro login information. You can login now or later when the prompt appears. If waiting until later, simply select Cancel.
7. If you have an online connection, your Repair Order information should appear, as well as extra information or required updates. Select the Control Modules tab at the upper left of the screen. If nothing appears, select the No RO button at the bottom of the screen.
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Radio Code
8. Guided Fault Finding will scan the vehicle for faults. Before starting the radio code procedure:Make sure that Transport Mode has been turned OFF (more information in the Transport Mode section of this SSP)Make sure that all vehicle faults have been repaired. Control modules with faults appear with red text.
9. To find the self-test for the radio code procedure, select the Test Plan button, then the Select Self Test button at the bottom of the screen.
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Radio Code
10. A screen with dropdown menus will appear. Selecting the “+” next to the text will expand the menus. Expand Body.
11. Expand Electrical System (Repair Group 01; 27; 90 to 97)
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Radio Code
12. Select “01 Systems Capable of Self-Diagnosis”
13. Select “37 Radio and Navigation System ______.” This text may change based on the radio type of the vehicle. This screenshot shows a vehicle with a RNS 510. Another vehicle may display a RNS 315.
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Radio Code
14. Select “37 Radio ___________ Functions.” As with the previous selection, the radio type displayed is dependent on the vehicle configuration. The primary words you are looking for are “Radio” and “Functions” because you are performing a “Function” by coding the “Radio.”
15. Select “37 Radio Code Query ________ (rep gr 91)”
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Radio Code
16. Highlight “37 - Radio Code Query ______ (rep gr 91),” then select Attach to the Test Plan.
17. The Radio Code query has been added to the test plan. Highlight the test plan and select Perform Test in the lower left of the screen to continue.
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Radio Code
18. The test plan will run. Make sure to read all of the steps and information in each of the screens and verify what the test plan is asking for. There are two main requirements to continue according to this screen. Transport mode must have been turned off (see Transport Mode chapter), and the scan tool must have a good internet connection. The internet connection is for transmitting data to and from the German database. Select the Complete/Continue button to proceed.
19. Again, follow all on-screen instructions before selecting Complete/Continue to proceed.
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Radio Code
20. The scan tool will pull the Radio Identification Number from the radio and display it on the screen. You may be required to write this code on the Repair Order or record it for future use. This code will also print out when you complete the Test Plan and are exiting from Guided Fault Finding. Select the Complete/Continue button to proceed.
21. Your dealer number must be entered in the red box to proceed. After your dealer number is entered, select the Accept button.
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Radio Code
22. Enter the Repair Order number in the red box, then select Accept to proceed.
23. When prompted for the Country of Origin, use 444 (United States of America), then select Accept to proceed.
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Radio Code24. Enter your GeKo ID when prompted. This ID is transmitted to the Volkswagen servers and allows the radio code to be
released. The GeKo section of this SSP explains how to get a GeKo ID. After your GeKo Is is entered, select Apply to proceed.
25. All information entered on the previous screens is sent to the Volkswagen servers for verification.
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Radio Code
26. If all of the information is correct, the radio code will appear. This radio code in the bold blue letters can be inserted into the radio for activation. Select Complete/Continue to end this test plan.
This concludes the Radio Code section.
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Servicenet
Servicenet is a great place for you to locate technical information about Volkswagen vehicles. It has information about Campaigns, Technical Bulletins and many other items.
Servicenet can be accessed from the ElsaPro top banner icon, or by using the Servicenet button in vwhub.
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Servicenet (continued)
Servicenet is divided into many areas. The main areas are:
• Feedback - Links to where you can view feedback on Servicenet, GFF, etc
• Related Websites - Quick links to areas that have information relevant to your job role
• References - Reference materials that are relevant to your job role
• Repair Information News and Updates - The latest news regarding repair information
• What’s New - New items that have come out on Servicenet - including Tech Tips, Technical Bulletins, etc.
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Servicenet (continued)
There are tabs across the top of the page that can take you to additional areas for more information. From here, you can locate:
• Policies and Procedures
• Technical Bulletins
• Maintenance information
• Scan tool information
• and much, much more!
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Organizational Structure
Fixed Operation Managers (FOMs)
Each area of the United States has multiple FOMs to help the dealers with their day-to-day operations. The FOMs are responsible for:
• Customer satisfaction
• Parts sales
• Everything to do with the fixed operations business in the dealership (except technical issues)
• Discussing the following with technicians:
– Technical training
– Customer concerns (related to repair issues)
– Warranty matters
– Tools and equipment
– Some process issues like dealing with the Helpline and using the VTA system
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Organizational Structure
Quality Technical Managers (QTMs)
Each area of the United States has multiple QTMs to help the dealers with repairing difficult vehicles. These managers are very technical and can work with technicians to repair vehicles. The QTMs may also be dispatched by the VW Technician Helpline. They are responsible for:
• Providing on-site technical support to the dealership
• Providing limited training to technicians, when needed, to improve his/her understanding of proper diagnostic process, equipment operation or system overviews
• Monitoring open VTA cases within their area of responsibility
• Meeting with Service Manager/General Manager upon arrival and departure to discuss service department status (missing or damaged tools, vehicles that have been at the dealer for over 10 days for repairs, areas within the dealership or technicians that are performing exceptionally well or are in need of training, etc.)
• Inspecting dealership scan tools to ensure they have the most current level of diagnostic software
• Randomly selecting and inspecting a sample of dealer inventory vehicles, for possible areas to improve vehicle quality or overall customer ownership experience
• Acting as liaison between factory or corporate personnel and dealerships when requested
• Identifying product quality opportunities and providing information to factory teams
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Dealer Technician Helpline
Dealer Technician Helpline
The Dealer Technician’s Helpline is a team of professionals dedicated to helping you repair vehicle concerns. Their mission is to provide exceptional support to the dealer body, by delivering accurate repair direction for “Fixed Right the First Time.” They don’t just help you when you have a problem car. They are continually working behind the scenes with other groups (Engineering, Assembly Plants, the Ports), for repairs and updates that impact all vehicles.
Before you contact the Helpline, you must open a Volkswagen Technical Assistance (VTA) case. The purpose of this VTA case is to make sure “No Car is Left Behind.” VTA is an organized escalation process that facilitates faster Dealer assistance. A VTA case:
• Provides faster resolution of technical concerns
• Reduces vehicle down time
• Supports Fixed Right the First Time (FRFT)
• Reduces Buy-backs
• Improves customer satisfaction and loyalty.
Dealer Technician Helpline Hours
• Monday-Friday 8:00 AM to 8:00 PM EST
• Saturday 8:00 AM to 5:00 PM EST (closed 1:00 to 2:00 PM)
• Closed Mondays from 2:30 to 4:00 PM for weekly meeting
Requirements for the Follow-up/Escalation Program
When you need assistance with repairing a vehicle:
• Create a VTA ticket using ElsaPro (outlined in the next couple of pages)
• Call the Helpline for any vehicle down more than two days
• Call the Helpline for any repeat concern
• Keep a VTA ticket open until the vehicle is repaired or leaves the dealership
• Meet the Dealer Preparedness requirement before calling (Document #VSS-08-12)
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Dealer Technician Helpline
Useful Links
Below is a list of frequently used and useful links from Service Net. These documents contain the information to assist you in creating a VTA ticket, along with what information and attachments should be included.
How to create a VTA Ticket: https://www.vwhub.com/snetljct/documents/10302/c3f16f74-5409-4c42-9148-5a1f87c0bba4
How to attach/save documents: https://www.vwhub.com/snetljct/documents/10302/cda10fa1-0bff-4c99-9467-22282ff4a074
Mandatory attachment VSS-11-14: https://www.vwhub.com/snetljct/documents/10302/d2706218-01fc-41ff-8673-4b4449ed95ae
Technician preparation when calling: https://www.vwhub.com/snetljct/documents/10302/fb1ef71d-9565-495e-a20e-923feaf78dd5
VTA Ticket follow-up/escalation VSS-09-18: https://www.vwhub.com/snetljct/documents/10302/2b1c9429-e2f2-489b-8a02-206aea710121
Technician feedback email SK-05VIIhttps://www.vwhub.com/snetljct/documents/10302/bc5c7e11-0d57-414f-be23-bca5c77ccb20
New VW Google search tool VSS-09-05:https://www.vwhub.com/snetljct/documents/10302/fb5c89c6-ba16-4bd1-94d8-c92aeff7f4ef
VW Google search tips:https://www.vwhub.com/snetljct/documents/10302/47871095-c96f-4d1d-9d3c-30879c2a08fa
Google video help:https://www.vwhub.com/snetljct/en/c/document_library/get_file?uuid=93d98543-b45b-46dc-8dea-90570f0a1a2b&groupId=10302
Routan diagnostic log:https://www.vwhub.com/snetljct/documents/10302/856c5aee-20ec-48ce-9a1a-62c8835ae11c
Campaign assistance VSS-11-11https://www.vwhub.com/snetljct/documents/10302/a8351580-5661-44c3-ad27-817af7674a9c
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Dealer Technician Helpline
Creating a VTA Ticket
1. Log into ElsaPro
2. Enter the Vehicle Identification Number (VIN) of the vehicle
3. Select the Technical Assistance button
– Call the Helpline (800-678-2389) for any vehicle down more than two days
– Call the Helpline for any repeat concern
– Keep the VTA ticket open until the vehicle is repaired or leaves the dealership
• continued on next page...
4. Please reference VSS 08-12 and 11-14 and Tech Tip 00-09-02. This information will detail the required information to be included in the VTA ticket
5. Then select Create Ticket on the next screen
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Dealer Technician Helpline
Creating a VTA Ticket (continued)
6. Fill in all necessary information below
7. A file MUST be attached (GFF log, screenshot, picture, etc)
– PLEASE fill in as much information as possible in the Customer Concern area!
8. Select “Submit” at the bottom when complete.
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Dealer Technician Helpline
Creating a VTA Ticket (continued)
– ...you can log in and see your open tickets anytime
– Check your open VTA tickets every day!
9. A screen with your VTA Ticket information is displayed. Write down this VTA number. However...
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Dealer Technician Helpline
What to do After Calling the Helpline:
• Follow the recommendation given to you by the Helpline
• Update the VTA case with your findings and/or results
• Call back if/when more assistance is needed
Any delay in communicating with the Helpline slows down the escalation process
It is VERY important to manage your VTA cases every day. Any open case is viewed as a “vehicle down.”
If the customer takes the vehicle for any reason, the vehicle is no longer considered “down” and the case should be closed.
Telediagnosis
When necessary, Helpline personnel can take command of your scan tool to help with diagnosis. This is called Telediagnosis.
For this to happen:
• Ensure a battery charger is connected to the vehicle.
• Have a hard-wired internet connection to the scan tool. Make sure the scan tool is updated to the latest software level.
• Have access to a phone at the vehicle, in case other actions become necessary.
• For additional information regarding telediagnosis, reference Tech Tips 00-11-05 and 00-07-90.
After a Helpline Consultant has taken over your scan tool, they will talk to you as they are performing certain processes. Remember, they are only seeing the scan tool screen. You are their eyes and ears for what’s happening with the vehicle.
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Reference
Important Phone Numbers
Dealer Technician Helpline
• Phone: 800-678-2389
ODIS Support
• Phone: 888-896-1298
Warranty
• email: [email protected]
• Phone: 866-306-8447
• FAX: 248-754-6557
• Document Requests: FAX 248-754-4734 or email [email protected]
Warranty Parts Return Center (WPRC)
• Mailing Address: Volkswagen Group of America, Attn: Warranty Parts Return Center, 3800 Hamlin Road, Auburn Hills, MI 48326
Certified Pre-Owned (CPO) Warranty
• email: [email protected]
• Phone: 866-306-8447
• FAX: 248-754-6535
Academy Concierge
• Phone: 877-791-4838
• email: [email protected]
Volkswagen Group of America2200 Ferdinand Porsche DriveHerndon, VA 20171April 2014