15-234-18

ATTENTION:
GENERAL MANAGER q
PARTS MANAGER
q
CLAIMS PERSONNEL q
SERVICE MANAGER
q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
© 2018 Subaru of America, Inc. All rights reserved.
SERVICE INFORMATION BULLETIN
APPLICABILITY:
NUMBER: 15-234-18
2019 Subaru Vehicles
2019 Audio/Navigation & Power Amplifier
		 Exchange Component Identification and
SUBJECT:
DATE: 10/22/18
		Procedures
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 Dealer 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. Retailer Claims Specialist at
1-866-782-2782. 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.
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: 15-234-18; Revised 10/22/18
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 of 18
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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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 (Clarion and Fujitsu Ten only)
Subaru Part Number as shown in this bulletin
Customer Complaint
Customer Last Name
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. Harman exchange units arrive with a pre-paid return shipping label. 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
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 2 of 18
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, under “Service/Forms/
Exchange Forms.
Harman: Exchange order requests are to be made via the Web Portal
Harman 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
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
Audio/Navigation/Satellite
Harman: Exchange order requests are to be made via the Web Portal
Harman 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
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
Power Amplifier
Harman Kardon: 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
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 3 of 18
RETURN OF LODGED CD
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 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 is returned.
NOTE: In the event a CD has been damaged, the manufacturer will reimburse the customer
through the dealer 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
CLARION ONLY
If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion
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 Retailer 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. 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.
HARMAN ONLY
All exchange units equipped with a Harman satellite radio will be reactivated by United Radio
prior to being shipped to the Retailer.
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 4 of 18
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
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
  
Harman (United Radio) Exchange Number Example .......... 9MW740
					
R.A. Number (1 digit 2 letters 3 digits)
AUDIO SERVICE CENTER PHONE NUMBERS AND HOURS OF OPERATION.
Clarion
1-800-347-8933
8am-5:30pm Eastern Time
Harman (United Radio)
1-800-448-0944
8am-8pm Eastern Time			
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 5 of 18
VEHICLE APPLICATIONS – AUDIO/NAVIGATION
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Ascent
6.5 Inch Display
Audio System
Base Model
Six (6) Speakers
Harman
86201XC61A
Ascent
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86201XC62A
Ascent
8 Inch Display
Audio/Navigation System
High Level
Fourteen (14) Speakers
Harman
86271XC60A
Ascent
8 Inch Display
Audio/Navigation System
High Level
Fourteen (14) Speakers
Harman
86271XC61A
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 6 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Clarion
86201CA640
BRZ
7 Inch Display
Audio/Navigation System
High Level
Eight (8) Speakers
Harman
86271CA680
Crosstrek
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201FL640
Crosstrek
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201FL660
BRZ
Audio Unit
Face Plate ID Number
CA645UL
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 7 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Crosstrek
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86201FL670
Crosstrek
8 Inch Display
Audio/Navigation System
High Level
Six (6) Speakers
Harman
86271FL650
Forester
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201SJ600
Forester
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201SJ610
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 8 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Forester
8 Inch Display
Audio System
Mid Level
Nine (9) Speakers
Harman
86201SJ620
Forester
8 Inch Display
Audio System
Mid Level
Nine (9) Speakers
Harman
86201SJ630
Forester
8 Inch Display
Audio/Navigation System
High Level
Nine (9) Speakers
Harman
86271SJ600
Forester
8 Inch Display
Audio/Navigation System
High Level
Nine (9) Speakers
Harman
86271SJ610
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 9 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Forester
8 Inch Display
Audio/Navigation System
High Level
Nine (9) Speakers
Harman
86271SJ700
Forester
8 Inch Display
Audio/Navigation System
High Level
Nine (9) Speakers
Harman
86271SJ710
Impreza
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201FL64A
Impreza
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86201FL66A
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 10 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Impreza
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86201FL68A
Impreza
8 Inch Display
Audio/Navigation System
High Level
Six (6) Speakers
Harman
86271FL65A
Impreza
8 Inch Display
Audio/Navigation System
High Level
Six (6) Speakers
Harman
86271FL75A
Legacy/Outback
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86431AL60A
Legacy/Outback
6.5 Inch Display
Audio System
Base Model
Four (4) Speakers
Harman
86431AL61A
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 11 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
Legacy/Outback
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86431AL62A
Legacy/Outback
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86431AL63A
Legacy/Outback
8 Inch Display
Audio/Navigation System
High Level
Twelve (12) Speakers
Harman
86431AL77A
Legacy/Outback
8 Inch Display
Audio/Navigation System
High Level
Twelve (12) Speakers
Harman
86471AL67A
Legacy/Outback
8 Inch Display
Audio/Navigation System
High Level
Twelve (12) Speakers
Harman
86471AL68A
WRX
6.5 Inch Display
Audio System
Base Model
Six (6) Speakers
Harman
86431VA600
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 12 of 18
ILLUSTRATION
DESCRIPTION &
APPICABILITY
MANUFACTURER
PART NUMBER
WRX
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86431VA620
WRX
8 Inch Display
Audio System
Mid Level
Six (6) Speakers
Harman
86431VA630
WRX/STI
8 Inch Display
Audio/Navigation System
Mid Level
Six (6) Speakers
Harman
86431VA700
POWER AMPLIFIER EXCHANGE NUMBER EXAMPLE:
Harman Kardon (United Radio) Exchange Number Example…9MW741
			
R.A. Number (1 digit 2 letters 3 digits)
POWER AMPLIFIER SERVICE CENTER CONTACT INFORMATION AND HOURS OF
OPERATION
Harmon Kardon (United Radio)
1-800-448-0944
8am-8pm Eastern Time			
								
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
								
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 13 of 18
VEHICLE APPLICATIONS – POWER AMPLIFIER
ILLUSTRATION
DESCRIPTION
MANUFACTURER
PART NUMBER
Ascent
Power Amplifier
Assy.
Harman Kardon
86221XC01A
Crosstrek
Power Amplifier
Assy.
Harman Kardon
86221FL011
Crosstrek
Power Amplifier
Assy.
Harman Kardon
86221FL012
Forester
Power Amplifier
Assy.
Harman Kardon
86221SJ000
Forester
Power Amplifier
Assy.
Harman Kardon
86221SJ010
Impreza
Power Amplifier
Assy.
Harman Kardon
86221FL00B
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 14 of 18
Impreza
Power Amplifier
Assy.
Harman Kardon
86221FL01B
Legacy/Outback
Power Amplifier
Assy.
Harman Kardon
86221AL01C
WRX
Power Amplifier
Assy.
Harman Kardon
86221VA050
AUDIO/NAVIGATION & POWER AMPLIFIER 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 Supplier availability. In case of low stock, “inwarranty” 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 Audio/Navi. Supplier to determine exchange eligibility.
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 15 of 18
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 (Clarion and Fujitsu Ten only)
Subaru Part Number
Customer Complaint
Customer Last Name
Clarion   1-800-347-8933
•
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 retailer 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 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. Retailers will be
invoiced by Clarion and are to make payment directly to Clarion for this fee.
Panasonic   1-800-228-0473
•
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” 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.
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
Page 16 of 18
•
The Kenwood Service Center should be contacted preferably through the Kenwood
Exchange Request Diagnostic Checklist for the available unit.
○○ Those units which are not available as an exchange may be repaired by Kenwood. The
instructions to proceed with the repair process are noted below.
○○ 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 retailer 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.
Denso Ten 1-800-237-5413
•
Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
•
Denso Ten offers a 1 yr. manufacturer’s warranty on these exchange units
•
Denso Ten will invoice the retailer 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 Denso 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 Denso Ten and are to make payment directly to Denso Ten for
this fee.
Myron and Davis 1-866-435-6789
•
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 these exchange units
•
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.
•
Retailers will be invoiced by Myron & Davis and are to make payment directly to Myron
& Davis for this fee.
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
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Harman (United Radio) ….. Audio/Navigation ….. 1-800-448-0944
•
Harman exchange requests are processed by United Radio.
•
Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
•
Harman offers a 1 yr. manufacturer’s warranty on these exchange units
•
Harman will invoice the retailer 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 Harman (United Radio) 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 Harman (United Radio) and are to make payment directly to Harman (United
Radio) for this fee.
Harman Kardon (United Radio) ….. Power Amplifier ….. 1-800-448-0944
•
Please refer to the Harman Audio Navigation guidelines outlined above
Continued...
Bulletin Number: 15-234-18; Revised 10/22/18
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