15-190-15R

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:
2016MY Subaru Vehicles
SUBJECT:	2016 Audio/Navigation Exchange
Component Identification and Procedures
NUMBER:
DATE:
REVISED:
15-190-15R
11/11/15
08/16/17
INTRODUCTION
This bulletin contains illustrations of exchange components and their manufacturer as well
as a description of the proper exchange procedure. The exchange program policy can also be
found in Sections 8.4.9 and 11.2.10 of your Claims Policies and Procedures Manual found in
subarunet.
CONTENTS
Within the terms of the Basic New Car Warranty and the one year Replacement Parts
Warranty the Exchange Program provides for replacement of a defective unit from the
manufacturer.
In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will
be supplied rather than a remanufactured unit. If the Service Center is unable to provide a
new unit, immediately contact a Subaru Retailer Claims Specialist at 1-866-782-2782 prior to
placing an order for further instructions.
The replacement of a new unit, other than new units supplied through the exchange program,
requires authorization from a Subaru of America, Inc. Dealer Retailer Specialist at 1-866-7822782. An authorization code will be provided and must be included upon claim submission.
Vehicles that have been placed in demo service should use exchange units only
EXCHANGE PROCEDURE FOR ALL EXCHANGE COMPONENTS
1. The defective chassis should remain in the vehicle until the exchange unit is installed.
2. Contact the applicable Service Center with the following information:
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•
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•
•
•
•
•
•
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Retailer Code
Retailer Name and Address
VIN - All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Face Plate ID Number and the Subaru Part Number as shown in this bulletin.
All Suppliers require the front faceplate ID number.
Customer Complaint
Customer Last Name
continued...
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: 15-190-15R; Revised: 08/16/17
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.
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At this time, the Service Center will issue an exchange number. It is required that this
number be provided upon claim submission.
An exchange chassis along with an exchange form will be shipped within 72 hours.
If the exchange chassis is not received within 5 days, call the Service Center. Provide
the operator with the exchange number when making inquiries.
3. Install the exchange unit as soon as possible upon receipt. Return the defective
chassis to the manufacturer within 30 days. Return freight charges may be claimed
as sublet, provided the repair was performed under the terms of the Basic New Car
Warranty. Copies of the freight invoice should be attached to the repair order.
If the exchange unit has not been installed or the failed chassis has not been returned
within 30 days, contact the Service Center. Reference the exchange number and explain the
circumstances causing the delay. An extension will be granted or the retailer will be instructed
to return the exchange unit. Failure to comply will result in a “charge back” to the retailer for
the cost of the exchange unit.
The retailer must return the failed component in the same approved packaging that the
exchange unit arrived in. A hard copy of the printout from the on-line order or the Exchange
Request Form must be included in the core return package. Failure to use proper packaging
could result in a “charge back” for the cost of the exchange unit and shipping.
NOTE: Activation of all subscription based services is the responsibility of the vehicle owner.
NOTE: Do not disassemble any unit to retrieve a lodged CD prior to returning to the
manufacturer. See Section 8.4.9.4 for the policy on returning the CD(s) to the customers.
NOTE: For the “Audio Out of Warranty Exchange / Repair Program” refer to Added
Security Section 11.2.10
MANUFACTURERS BY COMPONENT
Audio/Satellite
Clarion Service Center is open from: 8am-5:30pm Eastern Time at 1-800-347-8933. An
Exchange fax form is also available. This form is found on Subarunet/Service/Forms/
Exchange Forms.
Fujitsu Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.
The Exchange Fax Form is found on Subarunet/Service, Forms/Exchange Forms. You
can also place your order on the web at http://www.f10ncs.com
NOTE: Some Fujitsu audio units will not include navigation; therefore, no SD card will
be applicable. These units are noted as a Display Audio only.
Audio/Navigation/Satellite
Fujitsu Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.
The Exchange Fax Form is found on Subarunet/Service/Forms.
NOTE: All 2016 models equipped with a Fujitsu Ten Audio/Navigation unit use a micro
SD Card. The SD Card is not to be returned to Fujitsu Ten with the defective unit. The
existing SD Card will function properly with the exchange unit provided.
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
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Power Amplifier
Exchange order requests are to be made via the Web Portal
Harman Kardon exchange requests are processed by United Radio. The United Radio
Service Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service
Operations & Technical/ Forms/Downloads / Harman Kardon Registration Instructions
(urdealerservices.com) Ordering Instructions
RETURN OF LODGED CD’S
In the event a CD becomes lodged in the CD Player, do not disassemble the unit to retrieve the
CD. Please use the following procedure:
1.
Follow the normal exchange procedures for requesting a replacement unit.
2. For the lodged CD, record a daytime telephone number where the customer can be
reached and retain in the customer’s file.
3. Remove the defective unit from the vehicle and return it to the manufacturer. The
CD that has been successfully removed by the manufacturer will be returned directly
to the retailer within 10 calendar days. It is the retailer’s responsibility to notify the
customer when the CD(s) are returned.
NOTE: In the event a CD has been damaged, the manufacturer will reimburse the customer
through the retailer at $15.00 per damaged CD. The retailer must in turn reimburse the
customer. Only commercially produced CD(s) can be included in the reimbursement program.
SATELLITE ACTIVATION INSTRUCTIONS
If you need to perform a warranty exchange on any radio that is factory equipped with satellite
radio, please follow the instructions below. Going through the process will ensure that any fee
for the new radio is waived and will ensure your customer continues to receive their satellite
radio programming without any interruption of service.
Step 1. Call Sirius XM Dealer Support at 1-800-852-9696 and let the agent know you are
doing a warranty exchange on a Subaru vehicle.
Step 2. Provide the agent with the old Radio ID and ask them to transfer the service on
this radio to the new Radio ID. Confirm with the agent that the old Radio ID has
been deactivated.
(To find the Radio ID, go into satellite radio mode and tune to channel “0”, the
Radio ID will display for you, it will be 8 alpha-numeric characters long).
Step 3. Confirm which services you are transferring e.g. Audio only or Audio and Traffic.
Step 4. Ask the SXM Dealer support agent to send an activation signal to the new radio
and confirm the radio is working. Retailers can also perform a signal refresh if
necessary by entering in the Radio ID into the following URL, www.siriusxm.
com/oemrefresh
NOTE: If the unit is inoperative, call Sirius XM for assistance in identifying the existing
radio ID number.
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
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EXCHANGE NUMBER EXAMPLES AND SERVICE CENTER
PHONE NUMBERS FOR AUDIO / NAVIGATION
The Audio Exchange Program provides for replacement of a defective Audio/Navigation unit
with an exchange unit from the manufacturer.
The applicable Service Center for each manufacturer should be contacted, and at that time,
the Service Center will issue an exchange number. It is required that this number be provided
upon claim submission.
Below are examples of the audio exchange numbers and the telephone number for the Service
Center for each manufacturer.
AUDIO EXCHANGE NUMBER EXAMPLES
Clarion Exchange Number Example (ERS#)........................ 0000000001
Fujitsu Ten Exchange Number Example (Claim ID)............ 6YB000000
AUDIO SERVICE CENTER CONTACT INFORMATION AND HOURS
OF OPERATION.
Clarion
1-800-347-8933
8am-5:30pm Eastern Time
Fujitsu Ten
1-800-237-5413
http://www.f10ncs.com
7am-5pm Pacific Time
VEHICLE APPLICATIONS - AUDIO / NAVIGATION
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Clarion
86201SG650
Fujitsu Ten
86271SG660
Forester
Audio Assy.
Face Plate
ID Number
CF658UL
Forester Audio /
Navigation Assy.
Face Plate
ID Number
FF667US
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
Page 4
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Fujitsu Ten
86271SG680
Fujitsu Ten
86201SG660
Display Audio Only
Fujitsu Ten
86201SG680
Display Audio Only
Clarion
86201AL72A
Fujitsu Ten
86271AL68A
Fujitsu Ten
86271AL69A
Forester Audio /
Navigation Assy.
Face Plate
ID Number
FF687US
Forester Audio
Assy.
Face Plate
ID Number
FF667UM
Forester Audio
Assy.
Face Plate
ID Number
FF687UM
Legacy / Outback
Audio Unit (4SP)
Face Plate
ID Number
CB725UL
Legacy / Outback
Audio/Navigation
Assy.
Face Plate
ID Number
FB685US
Legacy / Outback
Audio/Navigation
Assy.
Face Plate ID
Number
FB695US
Bulletin Number: 15-190-15R; Revised: 08/16/17
continued...
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ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Fujitsu Ten
86201AL68A
Display Audio Only
Fujitsu Ten
86201AL69A
Display Audio Only
Clarion
86201FJ610
Clarion
86201FJ690
Fujitsu Ten
86271VA630
Fujitsu Ten
86271VA650
Display Audio Only
Legacy / Outback
Audio Assy.
Face Plate
ID Number
FB685UM
Legacy / Outback
Audio Assy.
Face Plate ID
Number
FB695UM
Impreza /
Crosstrek Audio
Unit
Face Plate
ID Number
CM615UL
Impreza /
Crosstrek Audio
Unit
Face Plate ID
Number
CM695UL
WRX / WRX
STi Audio /
Navigation Assy.
Face Plate ID
Number
FV631US
WRX / WRX STi
Audio Assy.
Face Plate
ID Number
FV651UM
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
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ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Clarion
86201CA630
BRZ Audio Unit
Face Plate ID
Number
CA634UL
POWER AMPLIFIER EXCHANGE NUMBER EXAMPLE:
Harman Kardon Exchange Number Example…4MW741
R.A. Number (1 Digit 2 Letters 3 Digits)
POWER AMPLIFIER SERVICE CENTER CONTACT INFORMATION
AND HOURS OF OPERATION
Harman Kardon Service Center is open from 8am-8pm Eastern Time at
1-800-448-0944
VEHICLE APPLICATIONS - POWER AMPLIFIER
ILLUSTRATION
DESCRIPTION
MANUFACTURER
PART NUMBER
Forester Power
Amplifier Assy.
Harman Kardon
86221SG110
Legacy/Outback
Power Amplifier
Assy.
Harman Kardon
86221AL71A
WRX Power
Amplifier Assy.
Harman Kardon
86221VA020
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
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ILLUSTRATION
DESCRIPTION
MANUFACTURER
PART NUMBER
WRX/Sti Power
Amplifier Assy.
Harman Kardon
86221VA030
AUDIO COMPONENT OUT-OF-WARRANTY EXCHANGE / REPAIR PROGRAM
Vehicles outside the terms of the New Car Basic or Parts Warranties may utilize the Audio
Exchange/Repair Program which is to be referenced as an “Out-of Warranty Exchange
Program”. Subaru Added Security Gold Plus customers are entitled to this “out-of-warranty”
exchange program when the failure meets the terms of the Agreement.
The out-of-warranty exchange program is intended to enhance customer satisfaction by
providing a prompt exchange with a quality factory serviced audio unit which has been
refurbished to the highest standards.
All out-of-warranty orders will be subject to availability. In case of low stock, “in-warranty”
orders will take priority over “out-of-warranty” orders. In general, this program is for internal
failures and does not include exchanges for damage (spilled liquid, scratches, etc.) Speak with
the manufacturer to determine exchange eligibility.
Out of Warranty Exchange Program procedures are outlined below. Please have the following
information available when contacting the Service Center.
Retailer Code
Retailer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Face Plate ID Number and the Subaru part number. All Suppliers require the front face
plate ID number.
Customer Complaint
Customer Last Name
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
Page 8
Clarion: 1-800-347-8933
•
The program includes 2002 and later model years based on availability.
•
Exchange cores will be shipped UPS Ground within 72 hours.
•
Clarion offers a 1 year manufacturer’s warranty on these exchange units.
•
Clarion will invoice the dealer for the cost of the exchange unit.
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Shipping charges for return of the core is the responsibility of the retailer.
Cores must be returned to Clarion within 30 days.
•
Delinquent cores will be invoiced to SOA who in turn will issue a debit to the retailer.
•
There will be a restocking fee of 20% for all unused returned cores. Retailer will be
invoiced by Clarion and are to make payment directly to Clarion for this fee.
Panasonic: 1-800-423-8150
•
The program includes 2002 and later model years based on availability.
•
Exchange cores will be shipped UPS Ground within 72 hours.
•
Panasonic offers a 1 year manufacturer’s warranty on these exchange units.
•
Retailers will be invoiced by Panasonic for the cost of the exchange unit.
•
Payments are to be made directly to Panasonic.
•
Shipping charges for return of the core is the responsibility of the retailer.
•
Cores must be returned to Panasonic within 30 days.
Kenwood: 1-626-333-2435
NOTE: Kenwood does offer an “Out of Warranty” repair/replacement program for some
of their units. Please refer to the Kenwood Exchange Request Diagnostic Checklist under
the category of Dealer Cost found in subarunet….. Service…..Forms.
•
The Kenwood Service Center should be contacted preferably through the Kenwood
Exchange Request Diagnostic Checklist (https://www.fthgroupinc.com/service/
request_oem_subaru_us_dealerconfirm.php) for the applicable unit.
•
Core returns are not required. Parts must be scrapped according to the parts retention
policy.
Those units which are not available as a replacement may be repaired by Kenwood. The
instructions to proceed with the repair process are noted below.
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The retailer places the repair request with the Kenwood Service Center and pays a
minimum analysis and shipping fee.
•
The retailer removes the unit from the vehicle and sends it to the Kenwood Service
Center for repair.
•
The Kenwood Service Center analyzes the unit and informs the dealer of additional
repair costs. Repair costs will vary depending on the condition of the unit.
•
If the customer does not agree to additional costs, the unit is returned to the retailer
“as is” with no additional charges.
•
If the customer agrees to the repair, Kenwood invoices the dealer and payments are to
be made by the retailer directly to Kenwood.
•
The Kenwood Service Center repairs the unit and returns it to the retailer.
continued...
Bulletin Number: 15-190-15R; Revised: 08/16/17
Page 9
Fujitsu Ten 1-800-237-5413
•
The program includes 2010 and later model years based on availability.
•
Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
•
Fujitsu Ten offers a 1 yr. manufacturer’s warranty on these exchange units.
•
Fujitsu Ten will invoice the dealer for the cost of the exchange unit.
•
Shipping charges for return of the core is the responsibility of the retailer.
•
Cores must be returned to Fujitsu Ten within 30 days.
•
Delinquent cores will be invoiced to SOA who in turn will debit the retailer.
•
There will be a restocking fee of 20% for all unused returned cores. Retailers will be
invoiced by Fujitsu Ten and are to make payment directly to Fujitsu Ten for this fee.
Myron and Davis 1-866-435-6789
•
The program includes all model years based on availability.
•
Exchange cores will be shipped via UPS Ground, 2nd Day or Next Day as per the
request of the Retailer.
•
Myron & Davis offers a 1 yr. manufacturer’s warranty on the exchange unit.
•
Myron & Davis will invoice the dealer for the cost of the exchange unit.
•
Core returns are not required. Parts must be scrapped according to the parts retention
policy.
•
Unused cores may be returned within 60 days for which there will be no restock fee.
Unused cores returned after 60 days will be charged a 25% restock fee.
•
Dealers will be invoiced by Myron & Davis and are to make payment directly to
Myron & Davis for this fee.
Bulletin Number: 15-190-15R; Revised: 08/16/17
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Bulletin Number: 15-190-15R; Revised: 08/16/17
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