WTW-82

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2018 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
PRODUCT CAMPAIGN BULLETIN
APPLICABILITY:
SUBJECT:
2018 Model Year Legacy and Outback Vehicles
NUMBER: WTW-82
NHTSA ID: 18V-773
Combination Meter Reprogramming
DATE: 12/11/18
INTRODUCTION:
Subaru of America, Inc. (Subaru) is recalling all 2018 model year Legacy and Outback vehicles
to reprogram the combination meter software to correct an error in the driving range indicator
calculation in the multi-information display. A total of 228,648 U.S. vehicles will be affected by this
recall.
AFFECTED VEHICLES:
Model Year
Carline
Production Range
2018
Legacy
All
2018
Outback
All
Coverage for all affected vehicles must be confirmed by using the Vehicle Coverage Inquiry function
on subarunet.com.
Please be advised that the status of this recall will display as “Open – Remedy Not Yet Available”
until the reprogramming tools become available. Until tools are available, this recall cannot be
performed.
DESCRIPTION OF THE ISSUE AND SAFETY RISK:
Due to a software programming error, the calculation of the remaining fuel may be incorrect,
especially near the end of the fuel tank capacity.
The low fuel warning light may not illuminate at the intended remaining fuel level and the driving
range indicator in the multi-information display may indicate a positive distance-to-empty (DTE)
when no usable fuel is remaining.
If the driver continues to operate the vehicle, the vehicle may run out of fuel, causing the engine to
stall. If the engine were to stall, there is an increased risk of a crash.
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: WTW-82; Date: 12/11/18
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 11
DESCRIPTION OF THE REMEDY:
Subaru retailers will reprogram the combination meter software. However, the reprogramming tools
needed to perform this repair are not yet available.
The reprogramming tools are expected to be available by the end of the first quarter of 2019. Each
Retailer will be provided with the necessary tools, free of charge, to perform this repair.
RETAILER RESPONSIBILITY:
Please be advised that it is a violation of Federal law for a Retailer to deliver a new motor vehicle covered by a recall
under a sale or lease until the defect is remedied. Therefore, any Authorized Subaru Retailer failing to perform the
applicable service procedures to correct all affected vehicles in their inventory prior to the vehicle being placed in
service may be subject to civil penalties of up to $6,000 per violation (i.e., for each vehicle), as provided in 49 CFR
§578.6 and will also be in breach of the Subaru Retailer Agreement.
If an affected vehicle is in for service, please inform the owner that the vehicle is affected by this
recall and the remedy is not yet available. As a precaution, until the vehicle is repaired for this
condition, please advise the owner to keep at least one-quarter tank of gas in the vehicle.
Once the reprogramming tools are available, retailers are to promptly perform the applicable service
procedures to correct all affected vehicles in their inventory (used, demo & SSLP).
Until this repair can be performed, 2018 MY Legacy and Outback SSLP rental vehicles should not
be utilized by customers. If no other model SSLP vehicles are available, third-party rental vehicles
should be utilized.
Please refer to Section 8.4.7 of the Subaru Claims Policies & Procedures concerning Alternate
Transportation Program eligibility and third-party rental reimbursement rates.
OWNER NOTIFICATION:
Subaru will notify affected vehicle owners by first class mail on December 17, 2018.
The December 17, 2018 notification will be an interim notification advising the affected owners of
the recall; that the remedy is not available yet; and that they will be re-notified once the remedy is
available. A copy of that interim owner notification letter is included at the end of this bulletin.
Once the remedy is available, retailers will be advised when owner renotification will begin.
RETAILER AFFECTED VIN LISTS:
Once the remedy is available and renotification is scheduled, each Subaru retailer will receive an
affected VIN list from their Zone Office. Vehicles will be assigned to retailers in the affected VIN list
as follows:
• Original vehicle owners are assigned to the original selling retailer when their current address
is within a 100-mile radius of that retailer.
•
If the original selling retailer is inactive, the VIN has been assigned to the nearest active
retailer.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 2 of 11
•
For any new owners or when original owners live more than 100 miles from the original
selling retailer, the VIN has been assigned to the nearest active retailer.
IMPORTANT: Retailer affected VIN lists include information for vehicles affected by this recall.
This information will enable retailers to follow up with owners of affected vehicles. The lists contain
owners’ names and phone numbers obtained from State Motor Vehicle Registration Records. The use
of such motor vehicle registration data for any other purpose is unlawful. Accordingly, retailers are
required to limit the use of these lists for the sole purpose of completing this recall.
SERVICE PROCEDURE / INFORMATION:
Tools Required:
• Plastic Trim Stick
•
Small flashlight (not required but can come in handy)
•
Philipps Screwdriver (magnetic tip preferred)
•
1/4” Drive Ratchet
•
1/4” 10mm Deep Socket (or shallow w/ short extension)
•
1/4” 12mm Socket (Deep or Shallow)
•
Large CLEAN cloth or hand towel
•
Reprogramming Tool
•
Subaru Select Monitor 4 (SM4)
Step 1: Connect the SM4 and navigate to Work Support for the Combination Meter. Click on
“Software information” and confirm the current software version. Refer to the table below for the
version ID information. The first 4 digits of the Software information number signify the version
number. If the first 4 digits show an “After Update” version ID, record the VIN and Mileage so
this campaign can be closed out in the Claims system. If the version ID is found to be 3071 or
3092 the campaign may be closed. Apply campaign label and see the end of this bulletin for claim
information.
MY
2018
Before Update
3050
3070
After Update
3071*
*3092 is also after update and may be found if the meter has been previously replaced with one supplied through United Radio.
Step 2: Adjust the steering column all the way down
and fully extend it to provide the maximum clearance
for removing the combination meter.
Step 3: While holding / supporting the battery sensor
with 1 hand (to keep it from turning), use a 12mm
socket to remove the negative battery cable. DO NOT
remove the sensor from the battery post.
TIP: Put a rag over the sensor to help keep hands
from getting greasy.
Bulletin Number: WTW-82; Date: 12/11/18
Continued...
Page 3 of 11
Step 4: CAREFULLY remove the IP end cover using the plastic trim stick. There is a retaining clip
at the top and bottom with 3 locating pins in between.
Step 5: Remove the philipps screw and release the 1 clip on the end portion of the trim shown in
the photo. Then, CAREFULLY release and lower the lower IP trim panel by pulling it straight back
toward you. DO NOT try to “peel” it up from the bottom. Leave all switches and the aspirator tube
connected. Support the lower IP trim so there is no tension on the switch connections or harnesses.
TIP: The lower undercover does not need to be removed. Leave it attached to the lower IP trim
panel.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 4 of 11
Step 6: Use a trim stick to CAREFULLY remove the combination meter lower trim bezel. Use
your thumb and forefinger to grab the bezel and pull it loose once the ends have been loosened.
Once the bezel is loose, disconnect the trip reset button harness connector and put the piece aside. On
Push Start models, LEAVE THE START SWITCH CONNECTED and just flip the bezel over toward
the radio. Cover the bezel with a clean shop cloth to make sure does not scratch the audio unit face
or any surrounding trim.
Step 7: Use a trim stick to release the 4 clips holding the fabric “gap cover” trim to the steering
column cover. A good thumbnail works to create a gap for inserting the trim stick. Insert the trim
stick and work across to remove the trim as shown in the photo sequence below. NOTE: The
gap cover fabric is “attached” to a plastic reinforcement piece that clips onto the underside of the
combination meter. Leave it attached to the combination meter. NEVER pull on the fabric as it is
only lightly attached.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 5 of 11
Step 8: Remove the 2- 10mm bolts from the underside of the visor and the 2 philipps screws on the
bottom corners of the combination meter. TIP: Use a finger under the head of the screw to keep from
dropping it inside the IP.
Step 9: Cover the steering column cover with a clean cloth or towel to protect it while removing
and reinstalling the combination meter. CAREFULLY pull the meter toward you enough to get a
hand behind it. Press the lock tab on the wiring harness connector and unplug it. There is only the
one connector. Once unplugged, remove the combination meter from the IP toward the right of the
steering wheel.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 6 of 11
Step 10: Plug the AC adapter of the reprogramming tool into 120v AC “house current” and the
combination meter harness connector into the meter. The meter will power up and illuminate
completely. The tool’s Yellow LED will illuminate. Press the black button to start the update. It
takes about 70 seconds to complete.
RED
LED
GREEN
LED
YELLOW
LED
Reprogramming - Ready
OFF
OFF
ON
Reprogramming - Running
OFF
OFF
BLINK
Reprogramming - Complete
OFF
ON
ON
Current Version Not Affected
BLINK
OFF
ON
Reprogramming Error
ON
OFF
ON
Power Off
OFF
OFF
OFF
While the update is happening, the Yellow LED will blink on and off. When the update is complete,
both the Green and Yellow LEDs will both come on solid. At this point, should the Red LED come
on, repeat this (Step 10) again from the beginning. After successful completion, unplug the tool
harness from the combination meter and the power supply from the wall outlet. This “resets” the
tool.
Step 11: Reinstall the combination meter, plug in the harness and listen for the “click” of the lock to
confirm the connector is fully seated. Reassemble the IP in reverse order of disassembly.
Step 12: Reconnect the battery cable while holding the battery sensor to support it with one hand
and torque the 12mm nut to 5.5 ft. lbs.
Step 13: Press the Trip Reset button to confirm the mileage and trip meter (NOTE: the trip meter
is reset by this process but odometer mileage is retained) are displayed (this will also serve as a QC
check to confirm the button harness was reconnected before the combination meter lower trim bezel
was re-installed). Start the vehicle and confirm the rest of the combination meter operates normally.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 7 of 11
Step 14: Connect the SM4 and navigate to Work Support for the Combination Meter. Click on
“Software information” and confirm the update was successful. Refer to the table below for the
version information. The first 4 digits signify the version number. The photo shows a successful
update of a 2018 Outback (3071). Once a successful update is confirmed, the process is complete.
MY
2018
Before Update After Update
3050
3071*
3070
*3092 is also after update and may be found if the meter has been previously replaced with one supplied through United Radio.
SERVICE PROGRAM IDENTIFICATION LABEL:
Type or print the necessary information on a Campaign Identification Label. The completed label
should be attached to the vehicle’s upper radiator support.
Additional labels are available through normal parts ordering channels. The part number is
MSA6P1302, which comes as one sheet of 20 labels.
Part Number
Applicability
Description
Order Quantity
MSA6P1302
All Models
Campaign Completion Labels (contains one sheet of 20 labels)
1
WTW-82
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 8 of 11
CLAIM REIMBURSEMENT AND ENTRY PROCEDURES:
Credit to perform this recall will be based on properly completed repair order information. Retailers
may submit claims through Subarunet.com.
Labor Description
Labor Operation #
Labor Time
COMBINATION METER REPROGRAMMING FOR
DISTANCE TO EMPTY FEATURE
A184-908
0.4
INSPECTION ONLY / VERSION NUMBER CHECK/
REPROGRAMMING NOT NEEDED
A184-900
0.2
Fail Code
Claim Type
WTW-82
RC
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: WTW-82; Date: 12/11/18
Page 9 of 11
Dear Subaru Owner:
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act.
SUBARU OF AMERICA, INC. has decided that a defect, which relates to motor vehicle safety, exists in all 2018 model year
Legacy and Outback vehicles. You received this notice because our records indicate that you currently own one of these
vehicles.
					
REASON FOR THIS RECALL
Due to a software programming error, the calculation of the remaining driving distance until the fuel tank is empty may be
incorrect, especially near the end of the fuel tank capacity.
The low fuel warning light may not illuminate at the intended remaining fuel level and the driving range indicator in the multiinformation display may indicate a positive distance-to-empty when no usable fuel is remaining.
If the driver continues to operate the vehicle, the vehicle may run out of fuel, causing the engine to stall. If the engine were to
stall, there is an increased risk of a crash.
The remedy to correct this condition is not yet available.
Subaru is in the process of acquiring the reprogramming tools necessary to perform this repair. Once those tools are
available, Subaru will contact you again by mail advising you to schedule an appointment with your Subaru retailer
(Retailer). The reprogramming tools are expected to be available by the end of the first quarter of 2019.
As a precaution, please be sure to maintain at least one-quarter tank of gas in the
vehicle, as indicated by the fuel gauge, until this repair can be performed.
WHAT SUBARU WILL DO
Once the necessary reprogramming tools to perform this repair are available, Subaru will reprogram the distance-to-empty
logic in your vehicle at no cost to you.
CHANGED YOUR ADDRESS OR SOLD YOUR SUBARU?
If you have moved or sold your vehicle, please complete the enclosed prepaid postcard and mail it to us. Or if you prefer to
update this information online, please go to www.subaru.com, select ‘Customer Support,’ then select ‘Address Update’ or
‘Ownership Update’ from the drop-down menu.
Continued...
Bulletin Number: WTW-82; Date: 12/11/18
Page 10 of 11
IF YOU HAVE PREVIOUSLY PAID FOR A REPAIR
If you have already paid for repairs associated with this condition, you may be eligible for reimbursement. Reimbursement
consideration will be based on the amount an authorized Subaru retailer in your area would charge for the same repair.
Please send the original service repair order, which has the name of the repair facility, date of repair, mileage at the time of
repair, complete 17-digit vehicle identification number (VIN), and your name, with correct mailing address and telephone
number to the address listed below.
Subaru of America, Inc.
Customer-Retailer Services Department, Attention: WTW-82 Recall
P.O. Box 9103, Camden, NJ 08101-9877
Please send original receipts only and retain a photocopy for your records. Please be assured that we will attempt to process
your reimbursement request as quickly as possible, but it may take up to 60 days for this process to be completed.
IF YOU NEED FURTHER ASSISTANCE:
To locate the nearest Subaru retailer, you can access our website at www.subaru.com and select ‘Find a Retailer.’
For additional information, please go to: http://www.wtw82.service-campaign.com.
If you need additional assistance, please contact us directly:
•
By e-mail: Go to www.subaru.com and select “Contact Us”
•
By telephone: 1-844-373-6614
Monday through Friday between 8:00 a.m. and 7:00 p.m. ET
•
By U.S. Postal mail: Write us at Subaru of America, Inc.
Attn: Customer-Retailer Services Department
P.O. Box 9103, Camden, NJ 08101-9877
To subscribe to the NHTSA Recall Notification email System, please go to: https://www-odi.nhtsa.dot.gov/nhtsa/subscriptions.
Please contact us immediately if the Subaru retailer fails or is unable to make the necessary repairs free of charge.
You may also contact the Administrator, National Highway Traffic Safety Administration (NHTSA), 1200 New Jersey Ave., SE,
Washington, DC 20590 or call the toll-free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153) or go to http://
www.safercar.gov if you believe the Subaru retailer has failed or is unable to remedy your vehicle without charge within a
reasonable amount of time.
Your continued satisfaction with your Subaru is important to us. Please understand that we have taken this action in the
interest of your safety and your vehicle’s proper operation. We sincerely apologize for any inconvenience this matter may cause
and urge you to schedule an appointment as soon as possible.
Sincerely,
Subaru of America, Inc.
Notice to Lessors: Under Federal law the lessor of a vehicle who receives this letter must provide a copy of it to the vehicle lessee(s)
within 10 business days from receipt. The lessor must also keep a record of the lessee(s) to whom this letter is sent, the date sent, and the
applicable vehicle identification number (VIN). (For the purposes of this section, a lessor means a person or entity that in the last twelve
months prior to the date of this notification has been the owner, as referenced on the vehicle’s title, of any five or more leased vehicles. A
leased vehicle is a vehicle leased to another person for a term of at least four months.)
A subsidiary of SUBARU CORPORATION