12-192-15

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2015 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY: 2015-16MY Legacy and Outback Models
SUBJECT:
Windshield Cracking Concerns
NUMBER: 12-192-15
DATE: 10/26/15
INTRODUCTION
Subaru of America, Inc. (SOA) Quality Assurance has identified an increase in the number of
cracked windshields on some 2015 and 2016MY Legacy and Outback models. Further investigation
has determined the root cause for many of these failures to be the ceramic materials used for the
black-colored printed perimeter combined with the silver-colored material used for the wiper deicer
portion of the windshield glass. In response to this increase, SOA is extending the original warranty
on applicable factory-installed windshields to 5 years / unlimited miles. This warranty extension
will cover windshield replacement a maximum of ONE TIME where applicable on a vehicle
with a VIN prior to those listed in the Production Change Information on page 2 and meeting the
guidelines outlined in this bulletin.
NOTE: ALWAYS perform a Vehicle Coverage Inquiry on Subarunet to determine eligibility
for this warranty extension before proceeding. See sample inquiry result below. The VIN
should also be checked for any open campaigns or recalls at this time.
IMPORTANT: The information in
this bulletin is only applicable to certain
windshield glass manufactured by CARLEX
and equipped with the windshield wiper
deicer feature (part of the All-Weather
Package) on vehicles within the specified
VIN ranges. The affected windshields can
develop cracks when impacted in the printed
black area of the highlighted wiper deicer
area shown in the illustration below.
PASSENGER SIDE
IMPORTANT NOTE: The illustration to
the right shows the windshield as viewed
from OUTSIDE the vehicle.
CAUTION: VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD
RESULT IN SERIOUS INJURY TO THOSE PERSONS OR TO OTHERS.
Subaru Service Bulletins are intended for use by professional technicians ONLY. They
are written to inform those technicians of conditions that may occur in some vehicles,
or to provide information that could assist in the proper servicing of the vehicle. Properly
trained technicians have the equipment, tools, safety instructions, and know-how to
do the job correctly and safely. If a condition is described, DO NOT assume that this
Service Bulletin applies to your vehicle, or that your vehicle will have that condition.
Bulletin Number: 12-192-15; Date 10/26/15
DRIVER SIDE
Continued...
SUBARU OF AMERICA, INC. IS
ISO 14001 COMPLIANT
ISO 14001 is the international standard for
excellence in Environmental Management
Systems. Please recycle or dispose of
automotive products in a manner that is friendly
to our environment and in accordance with all
local, state and federal laws and regulations.
Page 1
PRODUCTION CHANGE INFORMATION:
Windshields manufactured with new black perimeter border and wiper deicer materials were
incorporated into production per the table below.
NOTE: This bulletin applies only to vehicles produced prior to the starting VINs listed below.
MODEL
Legacy &
Outback
EYESIGHT
STARTING VIN
PRODUCTION DATE:
With
EyeSight
G3222455 - Outback
Without
EyeSight
G3210476 - Outback
G3011247 - Legacy
G3006359 - Legacy
September 3, 2015
August 12, 2015
PART INFORMATION
PART NUMBER
APPLICATION
65009AL17C
W/ Deicer
65009AL18B
W/ Deicer and EyeSight
The original windshields (before production change) can be easily identified by the identification
markings found in the lower left, driver’s side corner shown in Figure 1 below.
Fig. 1
The enhanced production parts and replacement part windshields are identified by the additional
identification markings (CN, CV, DOT44) as shown in Figure 2 below. Windshields with these
markings are NOT eligible for replacement under the warranty extension.
Fig. 2
These 2 production markings can be found on
production or replacement part windshields.
This marking is found on
replacement part windshields only.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
Page 2
COVERAGE GUIDELINES
Confirm the windshield is actually cracked and the crack does not originate from a bulls eye, star,
or combination impact (refer to the images in Figure 3 below). These types of damages may occur
on windshields which do not have the above outlined condition and would not be covered unless the
damage originates in the affected wiper deicer area.
Fig. 3
Damage covered under the terms of this windshield warranty extension is limited to windshield
cracking as a result of minor or imperceptible wounding of the glass. After confirming the
presence of a crack, inspect the manufacturer marking in the lower left, driver’s side corner of the
windshield. If the marking is the same as one of the illustrations in the enhanced production parts
and replacement parts section shown in Figure 2, STOP as this warranty extension does not apply.
Review the damage as you would under normal policies to determine if any warranty coverage
may apply. If warrantable, utilize the standard Authorization Request process accessible through
Subarunet > Service > Authorization Request Entry. For these authorizations, please include a photo
of the manufacturer’s marking as one of the submitted photos.
WINDSHIELD INSPECTION
STOP if the identification marking does not include the words SUBARU and Carlex as this is an
aftermarket windshield and this bulletin does not apply. Aftermarket windshields are not eligible for
any Subaru warranty coverage.
If the marking contains SUBARU and Carlex and matches the illustrations shown in Figure 1 above,
proceed with the inspection as the windshield was manufactured prior to the production change.
Visually inspect the crack to determine if it passes through the affected deicer area. Examine the
entire length of the crack for evidence of impact. If there are no obvious signs of impact, a ballpoint
pen or fingernail may be used to help locate the impact point. Move the ball of the pen (or fingernail
edge) along the crack starting at one end and tracing to the other. Take note when the ball or nail
catches along the crack as these are impact points.
•
If an impact point is found within the affected deicer area (as shown by “A” in the illustration
below), proceed with windshield replacement under the terms of this warranty extension.
•
If the impact point is found outside of the affected area (as shown by “B” in the illustration
below), this bulletin and warranty coverage do not apply.
•
If an impact point cannot be identified and the crack passes through the affected area (as
shown by “C” in the illustration at the top of the next page), proceed with windshield
replacement under the terms of this warranty extension.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
Page 3
RIGHT SIDE
LEFT SIDE
B
C
A
SERVICE PROCEDURE / INFORMATION
The vast majority of windshield replacements are performed as sublet repairs. For this reason,
it is important that ALL the Service Manual procedures are followed closely to insure a proper
repair. Following ALL the Service Manual procedures is even more important when replacing the
windshield on a vehicle equipped with EyeSight otherwise proper operation of the system may be
impacted.
IMPORTANT: The Service Manual specifies the EyeSight stereo camera assembly MUST be
removed from the vehicle BEFORE removing the windshield. After windshield replacement is
complete, the EyeSight stereo camera assembly MUST be reinstalled and calibrated by performing
the complete Camera Inspection and Adjustment procedure along with the Automatic Adjustment
procedure as outlined in the applicable Service Manual. It is IMPERATIVE Technicians thoroughly
review and understand each step of the stereo camera calibration procedures as found in the EyeSight
(ES) section of the applicable Service Manual before proceeding.
NOTE: In the event the Automatic Adjustment procedure fails to complete after driving for
30 minutes, the Camera Adjustment and Inspection procedure will need to be repeated and the
Automatic Adjustment attempted a second time.
VERY IMPORTANT: NEVER return a vehicle to a customer which has not had the complete
EyeSight Camera Adjustment and Inspection AND the Automatic Adjustment procedures performed
successfully following any windshield replacement.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
Page 4
WARRANTY / CLAIM INFORMATION
The Basic New Car Limited Warranty for these vehicles is three (3) years or 36,000 miles,
whichever comes first. SOA is extending this original warranty for windshield cracking originating
in the deicer area for an additional two (2) years / unlimited miles for a ONE-TIME replacement
where applicable.
SOA will inform vehicle owners this condition may exist via a customer letter. A copy of the owner
notification letter is included at the end of this bulletin. Customers can schedule an appointment with
any authorized Subaru retailer for a free visual inspection of the windshield should any cracking
occur. SOA will also inform insurers about this condition.
Please submit for reimbursement as you would any other covered repair using the claim coding
provided below. REMINDER: Any windshield condition found outside of the affected wiper deicer
area is not covered by this warranty extension.
For vehicles within the Basic New Car Limited Warranty period or covered by the Windshield
Warranty Extension, this repair may be submitted using the following claim information:
SOA will reimburse retailers for each windshield inspection completed when a customer presents
their windshield with damage present. Inspection of undamaged windshields is not required under
this warranty extension.
LABOR DESCRIPTION
LABOR
OPERATION #
FAIL
CODE
LABOR
TIME
2015-16 LEGACY / OUTBACK w/ ALL-WEATHER
PKG. WINDSHIELD CRACKING INSPECTION
B914-148
WBH-86
0.3
2015-16 LEGACY / OUTBACK w/ ALL-WEATHER
PKG. WINDSHIELD REPLACEMENT
C914-140
2.0
EYESIGHT CAMERA R&R FOR WINDSHIELD
REPLACEMENT
C914-141
0.2
EYESIGHT CAMERA CALIBRATION / ADJUSTMENT
C067-718
0.9
SUBLET REPAIR / ADMINISTRATION EXPENSES
C101-108
0.3
WBH-02
IMPORTANT:
•
The standard PRIOR Authorization requirement for glass repairs over $500.00 has been
waived for claims made under the terms outlined in this Service Bulletin.
•
The PRIOR Authorization requirement for glass repairs over $500.00 is still in force for any
and all repairs made outside of the terms of this Service Bulletin.
IMPORTANT REMINDERS:
•
SOA strongly discourages the printing and/or local storage of service information as
previously released information and electronic publications may be updated at any time.
•
Always check for any open recalls or campaigns anytime a vehicle is in for servicing.
•
Always refer to STIS for the latest service information before performing any repairs.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
Page 5
OWNER NOTIFICATION LETTER
Subaru of America, Inc.
Subaru Plaza
PO Box 6000
Cherry Hill, NJ 08034-6000
855-384-8926
www.subaru.com
October 23, 2015
Important Notice:
Warranty Extension for Windshield Cracking at Deicer
On 2015 and early production 2016 Legacy and Outback
Dear Subaru Owner:
This letter is to notify you that under the conditions described below, the original limited warranty of three (3)
years/36,000 miles has been extended to five (5) years/ unlimited miles (an additional twenty-four (24) months
regardless of mileage) for your vehicle’s original or some early replacement deicer equipped windshields. If you
paid to have the deicer windshield replaced for cracks or breakage around the deicer within the original limited
warranty period or newly extended warranty period, you may be eligible for reimbursement. Refer to the
instructions below for inspection & repair procedures and the reimbursement eligibility requirements &
procedure.
Inspection & Repair Details
During the windshield glass manufacturing process certain compounds used to adhere the deicer to the lower
portion of the windshield created a condition where the glass became more susceptible to cracking following a
minor wound to the glass due to some outside force such as a stone impact. When this occurs the damage to the
glass generally appears very minor or may even be invisible but the glass may crack as a result. If the crack
originates or passes through the deicer (lower) area of the windshield then this condition may be the cause.
(Please refer to the diagram below.) If the impact is severe enough to cause glass penetration, starring, or other
severe damage, it is not caused by this condition since such an impact would also result in damage to the
windshield even at its normally expected strength. Damage to other areas of the windshield, regardless of the
cause, do not result from a manufacturing defect and consequently are not eligible for coverage either under your
vehicle’s original limited warranty or under the extended warranty described in this letter. In addition, only
genuine Subaru original or replacement windshields are eligible for warranty coverage.
NOTE: The illustration shows the windshield as viewed from the OUTSIDE of the vehicle.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
a subsidiary of Fuji Heavy Industries Ltd.
Page 6
If you currently have damage in the lower de-icer area of your windshield or a crack in the glass that passes
through that area, you may have your vehicle inspected for this condition. Please schedule an appointment with
an authorized Subaru retailer (dealer) for a free visual inspection. The inspection will take approximately 15-20
minutes. If repair is required, it may be necessary to leave your vehicle for a longer period of time on the day of
your scheduled appointment or to reschedule at a later date to allow your retailer flexibility in scheduling,
ordering needed parts, or coordinating with a sub-contracted glass installation company.
Reimbursement Eligibility
•
You may be eligible for reimbursement if you already paid to have your vehicle’s deicer equipped
windshield replaced for cracks or breakage in the deicer area during the original limited warranty period
of three (3) years or 36,000 miles, or newly extended warranty period of up to five (5) total years
regardless of mileage. Requests for reimbursement must be filed prior to February 1, 2016.
•
You must have paid an out-of-pocket expense to an authorized Subaru retailer, an authorized Subaru
repair facility, or a third-party aftermarket repair provider to replace the windshield as a result of a crack
in the windshield.
•
Chip repairs are not eligible for reimbursement under the terms of this warranty extension. Damage
resulting in a chip (only) does not result from a manufacturing defect and consequently these are not
eligible for coverage either under your vehicle’s original limited warranty or under the extended warranty
described in this letter.
•
If you have been previously reimbursed by SOA, a Subaru Retailer, or your insurance provider for partial
coverage of this repair, only the portion that you have paid is eligible for reimbursement.
•
You are not eligible to recover any repair costs previously reimbursed by any third party, including
Subaru Added Security, other extended warranty providers, an authorized Subaru retailer, or your
insurance provider. Insurance providers will have an opportunity to seek reimbursement separately from
this offer to you, the Subaru owner.
•
To Apply for Reimbursement Complete the attached Claim Form at the end of this document.
•
Attach a copy of the receipt or invoice for the repair. A copy of the repair invoice or work order
showing windshield replacement for cracking will meet this requirement. The invoice must show your
vehicle model, vehicle identification number (VIN), the name and address of the facility that
completed the repair, the cost of the repair (parts and labor), and the date the work was completed.
•
Attach proof of payment, such as a copy of the canceled check, bank statement, cash receipt, or credit
card receipt showing that you paid for the repair.
•
Mail the completed Request for Reimbursement form and copies of the receipt(s) and invoice(s) to
this address:
Subaru of America, Inc.
Customer Retailer Services Department
Attention: Windshield Warranty Extension
P.O. Box 6000
Cherry Hill, NJ 08034-6000
Please allow 6-8 weeks for the reimbursement to be processed.
a subsidiary of Fuji Heavy Industries Ltd.
Bulletin Number: 12-192-15; Date 10/26/15
Continued...
Page 7
Your request for reimbursement must be postmarked by no later than February 1, 2016. Ensure your
request includes all necessary documents to avoid any delays in processing and reimbursement.
If you need additional assistance, please contact us directly:
•
By e-mail: Go to www.subaru.com/customer-support.html and select “Email Us”
•
By telephone: 1-855-384-8926
Monday through Thursday - 8:30 AM to 5:00 PM EST
Friday - 10:30 AM to 5:00 PM EST
Sincerely,
Subaru of America, Inc.
Continued...
Bulletin Number: 12-192-15; Date 10/26/15
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Bulletin Number: 12-192-15; Date 10/26/15
Page 9