12-197-16R

Applicability:
ATTENTION:
IMPORTANT - All
Service Personnel
Should
Read and
Subject: Melting
/ Cracking
PARTS MANAGER
q
Initial in the boxes
CLAIMS PERSONNEL q
provided, right.
SERVICE MANAGER
q
Number: 12-197-16
2005-09MY Legacy and Outback Models
GENERAL MANAGER q
/ Sticky Dashboards / Instrument Panel (IP)
Date: 2/17/2016
© 2016 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
Introduction:
As part of our 2005-09MY
dedication to customer
satisfaction,
Subaru
of America, Inc. is initiating
a program
to
APPLICABILITY:
Legacy and
Outback
Models
NUMBER:
12-197-16R
extend the original
New/ Car
Limited
Warranty coverage
of the instrument
or dashboard
SUBJECT:	
Melting
Sticky
Dashboards
/ Instrument
Panel (IP)panel (IP)
DATE:
02/25/16
assembly on the applicable vehicles listed above to 10 years / regardless of miles
from
the
original
REVISED: 05/06/16
warranty start date. This warranty extension will cover the ONE-TIME replacement of the IP if it melts,
INTRODUCTION
cracks or becomes sticky to the touch as a result of exposure to heat and / or humidity conditions. This
As part
of ourwill
dedication
to IPs
customer
satisfaction,
of America,
Inc.
is initiating
a programorto
extension
NOT cover
with damage
resultingSubaru
from outside
influence
such
as abuse, vandalism
extend
the original
Newchemicals
Car Limited
Warranty
coverage
of the instrument
application
of harsh
such as
acids, bases,
or petroleum
products. panel (IP) or dashboard
assembly on the applicable vehicles listed above to 10 years / regardless of miles from the original
warranty
start date.
This
warranty
extension
will cover
a ONE-TIME
replacement
thewill
IPinform
if it
The condition
must
be verified
during
an inspection
by an
authorized Subaru
retailer. of
SOA
meltsvehicle
or becomes
sticky
to
the
touch
as
a
result
of
exposure
to
heat
and
/
or
humidity
conditions.
owners this condition may exist via a customer letter. For vehicles within the coverage
Thisguidelines
extensionlisted
will in
NOT
IPscustomers
with damage
resulting
outside influence
such as abuse,
this cover
bulletin,
can schedule
anfrom
appointment
with an authorized
Subaru
vandalism
or
application
of
harsh
chemicals
such
as
acids,
bases,
or
petroleum
products.
retailer should any of the described conditions occur.
The condition must be verified during an inspection by an authorized Subaru retailer. SOA
will inform vehicle owners this condition may exist via a customer letter. For vehicles within
the coverage guidelines listed in this bulletin, customers can schedule an appointment with an
authorized Subaru retailer should any of the described conditions occur.
NOTE:ALWAYS
ALWAYS perform
Coverage
Inquiry
on Subarunet
to determine
eligibility
for this for
NOTE:
performaaVehicle
Vehicle
Coverage
Inquiry
on Subarunet
to determine
eligibility
warranty extension
SeeSee
sample
inquiry
resultresult
below.
this warranty
extensionbefore
beforeproceeding.
proceeding.
sample
inquiry
below.
IMPORTANT:
shouldalso
also
checked
campaigns
or recalls
this time.
IMPORTANT: The
The VIN
VIN should
bebe
checked
for for
any any
openopen
campaigns
or recalls
at this at
time.
EXTENSIONS
ADDT'L
ADDT'L EFFECTIVE EXPIRATION UPDATE
COVERAGE REASON MONTHS MILES
DATE
DATE
DATE
********* ******* ******* ******* ********* ********** ******
WC
YNW
84
999,999
xxxxxx
xxxxxx
xxxxxx
USER
******
SADMIN
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: 12-197-16R; Revised 05/06/16
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
PART INFORMATION:
66040AG02A
REMINDER: Always verify with your Parts Department that
all required parts with the current part numbers are ordered
specifically for the VIN of the vehicle being repaired.
66040AG02B
VERY Important Information Regarding Parts Availability:
PART NUMBER
DESCRIPTION
It is difficult to predict customer demand and where parts may
need to be shipped to support that demand. Subaru is currently
66040AG03B
working with the IP supplier to increase their production
levels. For this reason, it is important for retailers to explain
66040AG11B
to customers there may continue to be a delay before a part
66040AG12B
replacement can be performed. Please be sure to take this into
consideration when performing customer scheduling. Due to the
time-sensitive nature of these claims, retailers should make all efforts to schedule the customer’s
vehicle in for inspection, verify the condition and document in writing on the repair order if this
warranty extension applies prior to any coverage expiration (where applicable).
66040AG03A
PAD & FRAME
ASSY
SERVICE PROCEDURE / INFORMATION
•
Perform a Vehicle Coverage Inquiry on Subarunet and confirm if the Takata Airbag Campaign
WQR-53R is OPEN or CLOSED.
○○ If OPEN, the WQR-53R MUST be completed regardless if the IP warranty extension applies
or not.
○○ If the dashboard must be replaced due to the sticky / melting condition AND the
WQR-53R Campaign is OPEN, these repairs MUST be combined and completed whenever
possible. If dash parts are on backorder then the WQR-53R must be completed first. Do not
delay WQR-53R completion. Please plan accordingly.
○○ If WQR-53R has been previously completed (campaign is CLOSED), proceed with
inspection and if necessary, repair under this IP warranty extension (if applicable).
•
Inspect the IP surface. Does it appear unusually glossy and/or smooth? If you touch the IP (use
of disposable gloves recommended), does your fingertip stick to the surface? Does there appear
to be a residual mark left when you lift your finger? Does this condition appear to affect the
entire upper surface of the IP in a fairly uniform manner (not localized)? If the answers to these
questions are YES, proceed with IP replacement under this warranty extension.
•
Follow the procedures and all safety precautions outlined in the applicable Service Manual for
replacing the IP assembly in addition to the necessary related interior trim components.
CAUTION: Refer to the “CAUTION” section in the General Description portion of Airbag
System AB in the Body Section of the applicable Service Manual before handling or servicing any
airbag module.
IMPORTANT NOTES:
Always verify proper operation of any systems (e.g. HVAC, Audio / NAV Unit combination meter
warning lamps) affected during the performance of this repair along with the condition of related
trim components BEFORE proceeding with disassembly. If any issues are identified, always review
/ demonstrate to the customer to eliminate the possibility of post-repair misunderstandings. If the
customer is not available to review, Service Manager review and sign-off on the repair order is highly
recommended.
•
It is especially important and must be emphasized that during a repair like this to TAKE YOUR
TIME and BE CAREFUL when working with the related trim components. Whenever
possible, avoid prying on the various components when removing them from the original IP.
Over time, plastic parts become brittle and as referenced above, may take additional time to
obtain should a replacement need arise.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 2
•
When removing the “A” pillar trim, be VERY CAREFUL not to damage the upper metal
retaining clip (see photos below). The clip is located just below where the trim panel meets the
head liner. If the metal retaining clip becomes damaged or separated from the trim panel, the
“A” pillar trim panel MUST be replaced as the clip is not available separately. DO NOT attempt
to straighten or reuse the clip if it becomes damaged. Use a plastic trim tool to push down (1 &
2) and release the upper portion of the metal clip from the body. Be careful to not pull the trim
panel open any further than necessary to gain access for releasing the clip. There is also a plastic
retaining clip (3) in the lower portion of the trim panel which will release easily once the upper
retaining clip is loose. At reassembly and using a plastic trim tool, make sure the inner lip of the
door weather strip overlaps the outer fabric edge of the trim panel (4) to help secure it.
VERY IMPORTANT: This repair involves transfer of the passenger side airbag module into the
replacement IP assembly. To minimize the possibility of damage, remove the airbag module (or
perform the WQR-53R Campaign where applicable) and install it into the replacement IP as soon as
possible after removing it from the original IP.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 3
•
When removing the center vent / storage box assembly, CAREFULLY release the 3
retaining claws shown in the illustration below using a plastic trim tool. Always support the
trim tool against the IP (example: a second trim tool placed horizontally between the first tool
and the IP) to distribute the prying force and avoid damage as shown in the example photo.
Remember to disconnect (and reconnect) the trip computer’s wiring harness connector.
•
Remove the 2- 10mm hex bolts from the base of the rear (armrest) console storage box and
slide the center console rearward a few inches to get the necessary clearance for removing the
forward console trim pieces. The center console does not have to be removed completely.
•
Use a needle-nosed plier to collapse the inside retaining claws and release this “T-Headed”
clip from the right hand inner corner of the glove box then remove the assembly.
To Remove
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 4
•
Remove the 2- 10mm hex bolts securing the airbag inflator to the dash bar bracket. Although
the IP is now loose and ALMOST ready to remove, DO NOT forget to disconnect (and
reconnect) the sun load sensor connector (if equipped, all models with auto a/c).
•
Always use caution when removing the new IP from the plastic shipping bag. Pay close
attention to the mounting brackets on each end of the new IP as indicated in the photo below.
They can easily be broken if the heavy plastic shipping bag is removed too hastily.
•
As shown in the photo above, the replacement IP does not include the white insulation
material. Although the ductwork does the bulk of holding the insulation in proper position,
there are a few places where it is heat-fused as shown in the photo below to the original part.
CAREFULLY cut around the fuse point with a small utility knife or scissor to release it then
pull the insulation away from the original IP taking care to not tear it.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 5
•
There is a small piece of fabric-type material which acts as a “cover” for the gap between the
top of the steering column and the underside of the combination meter area of the IP. This
small trim piece must also be VERY CAREFULLY removed and transferred to the new
IP. A small hobbyist knife or equivalent carefully worked in between the material and IP to
break the glue bond works well. PATIENCE is the key!
Fabric “Cover” Removed
•
Once the cover is removed, a VERY small amount of black or clear silicone sealer / adhesive
works well to “tack” it into position on the new IP. Once in place, a small “fillet” of black
or clear silicone can be applied from the back side as shown below to fully secure it in place.
(Gray was used for photo.)
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 6
•
VERY CAREFULLY using the molded-in groove as a guide, trim the IP as shown to gain
access to the square hole for the combination meter top retaining screw clip. After cutting,
peel away the trim surface then the foam underneath it to access the square hole for the clip.
•
Along the front edge, (closest to the windshield), there are 2 places where the insulation is
heat-fused to the IP. Using a sharp scissor, cut the fuse points off the insulation and use tape
to secure it to the new IP as shown below.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 7
•
Once the steering column “cover” and the insulation are in place, complete the transfer of all
remaining components to the new IP. Use caution and TAKE YOUR TIME especially when
CAREFULLY removing the side dash vents. There is very limited space for the linkage
found on the outside of the side vent assemblies to “wiggle” them free from the original
IP. It is best to dislodge the claws on the top of the vent then push them out from the back
instead of trying to pry them out from the front using a trim tool. REMEMBER: These
parts often become brittle with age and prying on them should be avoided whenever possible.
Always confirm the vent assemblies are fully seated into the new IP and function properly
after installation
•
Another item which must be transferred is the VIN plate. Using a pair of wire cutters,
CAREFULLY collapse the BACK side (expanded) part of the two “pop” rivets in an “+”
pattern then push the rivets out from the back. When reinstalling the VIN plate, push the
rivets back through the holes already in the new IP. Be careful to not bend the VIN plate or it
most likely will not lay flat in the recess provided for it. After making sure the rivets and VIN
plate are seated tight against the IP, use a pair of locking pliers to crush (re-expand) ONLY the
portion of the rivet coming through the IP to secure the VIN plate.
•
The last item to transfer from the original IP is the thin EPT foam (anti-rattle) sealing
material found on the leading edge of the IP. On the vehicle used for development of this
procedure, the original foam peeled off easily and had plenty of adhesive remaining to reapply it directly to the new IP. Use the leading edge of the new IP as a guide. Leave about
1” overhang on each end. Use a small piece of tape to secure both ends to the new IP’s
underside.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 8
•
Before installing the new IP, to eliminate a possible source of a rattling sound, wrap both
hooks and the center locator pin with non-woven material, p.n. SOA963W110 (or an
equivalent self-adhesive foam) as shown in the photos below.
REMINDER: 1 sheet of the SOA963W110 non-woven material is enough for approximately 8
vehicles.
WARRANTY / CLAIM INFORMATION
The Basic New Car Limited Warranty for these vehicles is three (3) years or 36,000 miles. Effective
immediately through March 31, 2017, ALL affected vehicles, regardless of mileage and warranty start
date will be covered for this repair. Inspections and repairs must be completed prior to the March 31,
2017 expiration date of this warranty extension.
After March 31, 2017 the coverage period extends the vehicle’s New Car Limited Warranty as it
applies to the dashboard to 10 years / regardless of mileage providing additional coverage for some
vehicles. Inspections and repairs must be completed prior to the expiration of the 10-year warranty
extension.
Please submit for reimbursement as you would any other covered repair using the claim coding
provided below. Any IP condition found to be other than those specifically described in this
bulletin will not be covered by this warranty extension.
NOTE: Certain vehicles affected by this Instrument Panel (IP) Warranty Extension may also be
affected by the WQR-53R Air Bag Product Campaign. In those cases, the Warranty Extension repair
includes overlapping labor with WQR-53R. When the IP repair is performed in conjunction with
WQR-53R, labor time will be adjusted on the IP claim to account for that overlap.
For vehicles within the Basic New Car Limited Warranty period or covered by this Instrument Panel
Warranty Extension, this repair may be submitted using the following claim information:
This labor operation (A911-668) is to be used ONLY for documenting the condition
when parts are backordered and repair cannot be completed on the first visit.
LABOR
LABOR
FAIL
LABOR DESCRIPTION
OPERATION #
TIME
CODE
(1) 2005-09MY LEGACY / OUTBACK IP
ASSEMBLY INSPECTION ONLY
A911-668
0.2
YNX-48
1
CLAIM
TYPE
WC
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 9
Use this coding for IP replacement WITHOUT WQR-53R Airbag Campaign
(inflator replacement).
LABOR
LABOR
FAIL
LABOR DESCRIPTION
OPERATION #
TIME
CODE
(2) LEGACY / OUTBACK IP ASSEMBLY
REPLACEMENT
A911-661
2.3
2
CLAIM
TYPE
YNW-03
WC
Use this coding for IP replacement COMBINED WITH WQR-53R Airbag Campaign
(inflator replacement).
LABOR
LABOR
FAIL
LABOR DESCRIPTION
OPERATION #
TIME
CODE
(3) WQR-53R AIRBAG INFLATOR
REPLACEMENT
A182-031
1.8
WQR-53
CODE THIS REPAIR AS JOB “A”
(3) ADDITIONAL LABOR FOR IP
REPLACEMENT (INCLUDES CHANGE-OVER
A911-660
0.6
YNW-03
OF ALL COMPONENTS)
CODE THIS REPAIR AS JOB “B”
3
CLAIM
TYPE
RC
WC
NOTE: For claim entry, use part # SOA635079 for the non-woven material. This part # is nonorderable and used for claim entry purposes only.
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.
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 10
Subaru of America, Inc.
Subaru Plaza
PO Box 6000
Cherry Hill, NJ 0
08034-6000
855-384-8926
www.subaru.com
m
Re: 4S4BP61C457383158
Dear Subaru Owner:
As part of Subaru’s dedication to customer satisfaction, this letter is to inform you of an
extension to your New Car Limited Warranty. Subaru is implementing a Dashboard Warranty
Extension program, which extends warranty coverage on dashboards for all 2005-2009 Subaru
Outback and Subaru Legacy vehicles sold or leased in the United States. This change is in
anticipation that a small number of vehicles may require repairs for sticky and/or melted
dashboards as a result of heat or humidity. Subaru will also reimburse vehicle owners who have
previously paid for replacement of a sticky and/or melted dashboard caused by heat or humidity.
Please note that this is not a recall, as it does not impact the safety of your vehicle. If your
dashboard has not melted or become sticky as a result of exposure to heat or humidity, you do
not need to bring your vehicle to a Subaru retailer for repair.
Please note the following important details regarding this program:
Dashboard Warranty Extension
The Dashboard Warranty Extension extends the vehicle’s original “New Car Limited Warranty”
as it applies to the dashboard in two ways.
An immediate coverage period is available for ALL affected vehicles regardless of mileage and
warranty start date, and is effective now through March 31, 2017. Inspections or repairs under
this immediate coverage period must be completed on or before March 31, 2017.
A supplemental coverage period extends the vehicle’s “New Car Limited Warranty” as it applies
to the dashboard to 10 years from the warranty start date, regardless of mileage, providing
additional coverage for some vehicles. Inspections or repairs under this second coverage period
must be completed prior to the expiration of that 10-year period. The specific condition covered
by the extension is a sticky and/or melted dashboard caused by heat or humidity. If that
condition is verified by an authorized Subaru retailer, a repair will be performed at no charge to
you. A maximum of one dashboard replacement, if eligible, will be covered by this
program.
If your vehicle is currently experiencing symptoms, and you would like to have your dashboard
inspected regardless of mileage or warranty start date, please schedule an appointment with an
authorized Subaru retailer for a free visual inspection. The inspection itself will take
approximately 15 minutes. However, it may be necessary to leave your vehicle for a longer
period of time on the day of your scheduled appointment to allow your retailer flexibility in
scheduling. This offer for inspection and repair expires March 31, 2017.
a subsidiary of Fuji Heavy Industries Ltd.
Continued...
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 11
Important Information Regarding Parts Availability:
Due to the nature of this condition, the actual demand and locations where parts may need to be
shipped is difficult to predict. For this reason, there may be a delay before a part replacement
can be performed. In such a case, retailers will perform inspections and document any
confirmed condition to ensure coverage under the terms of this warranty extension. Repairs will
be performed as parts become available. Inspection must take place prior to the expiration of
the above listed coverages for this to apply.
Please note: The Dashboard Warranty Extension is subject to the same terms and conditions set
forth in your New Car Limited Warranty unless expressly modified by this letter. For example,
damage caused by abuse, vandalism or exposure to harsh chemicals is not covered by the New
Car Limited Warranty, and therefore it is not covered by the Dashboard Warranty Extension.
To Apply for Reimbursement
Subaru will reimburse vehicle owners who have previously paid for replacement of a sticky
and/or melted dashboard caused by heat or humidity.
• Complete the enclosed Claim Form for Dashboard Warranty Extension.
• Attach a copy of the receipt or invoice for the repair. A copy of the repair invoice or
work order showing a dashboard replacement for the above listed condition 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 Claim Form for Dashboard Warranty Extension and copies of the
receipt(s) and invoice(s) to this address:
Subaru of America, Inc.
Customer Retailer Services Department
Attention: Dashboard Warranty Extension
P.O. Box 6000
Cherry Hill, NJ 08034-6000
Please allow 6-8 weeks for the reimbursement to be processed.
Your request for reimbursement must be postmarked by no later than June 30, 2016. Failure
to include proper documentation may delay your reimbursement.
If you have questions about this notice or need help contacting an authorized Subaru retailer, please
contact Subaru Customer Service at 1-855-384-8926.
Sincerely,
Subaru of America, Inc.
a subsidiary of Fuji Heavy Industries Ltd.
Bulletin Number: 12-197-16R; Revised 05/06/16
Page 12