AUDI AUDI Customer Service & Warranty Procedures 1 — Questions and Answers
Question 1: When a customer brings in an Audi under warranty, what is the first step a certified technician should take before beginning any repair?
- Order all parts immediately
- Verify warranty coverage and document the concern in the repair order (Correct answer)
- Disassemble the vehicle
- Contact the manufacturer directly
Correct answer: Verify warranty coverage and document the concern in the repair order
Verifying warranty status and documenting the customer's concern in the repair order is the mandatory first step to ensure proper warranty claim processing.
Question 2: What Audi system is used by certified technicians in the US to submit warranty claims and access technical service bulletins?
- CARFAX portal
- ElsaPro and Audi Warranty Portal (AWP) (Correct answer)
- Generic ALLDATA
- OBD-II cloud platform
Correct answer: ElsaPro and Audi Warranty Portal (AWP)
Audi certified technicians use ElsaPro for technical documentation and the Audi Warranty Portal (AWP) to submit and manage warranty claims in the US.
Question 3: What is Audi's standard new vehicle limited warranty coverage in the United States as of current policy?
- 2 years/20,000 miles
- 4 years/50,000 miles (Correct answer)
- 3 years/36,000 miles
- 5 years/60,000 miles
Correct answer: 4 years/50,000 miles
Audi's standard new vehicle limited warranty in the US covers 4 years or 50,000 miles, whichever comes first, for most components.
Question 4: What document must be completed when a warranty repair requires replacing a major component such as an engine or transmission?
- Customer satisfaction survey
- Core return authorization and parts tagging documentation (Correct answer)
- Sales agreement
- Insurance claim form
Correct answer: Core return authorization and parts tagging documentation
Core return authorization and proper parts tagging are required to return replaced major warranty parts to Audi for inspection and credit processing.
Question 5: Under Audi's Certified Pre-Owned (CPO) program, what powertrain warranty is provided to US buyers?
- No additional warranty
- 2 years/25,000 miles bumper-to-bumper
- Limited powertrain warranty up to 5 years/50,000 miles from original in-service date (Correct answer)
- Lifetime powertrain coverage
Correct answer: Limited powertrain warranty up to 5 years/50,000 miles from original in-service date
Audi CPO vehicles in the US receive a limited powertrain warranty extending to 5 years or 50,000 miles from the original in-service date.
Question 6: When a customer disputes a warranty denial on their Audi, what is the recommended first step for the service advisor?
- Refuse service immediately
- Escalate to the dealership's Audi representative and document all communication (Correct answer)
- Void the customer's extended warranty
- Direct the customer to small claims court
Correct answer: Escalate to the dealership's Audi representative and document all communication
Escalating a warranty dispute to the Audi district representative with full documentation is the proper procedure to resolve disagreements before further escalation.
AUDI AUDI Customer Service & Warranty Procedures 1
When a customer brings in an Audi under warranty, what is the first step a certified technician should take before beginning any repair?