WTW-82R

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-82R
NHTSA ID: 18V-773
Combination Meter Reprogramming
DATE: 12/11/18
REVISED: 02/21/19
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.
UPDATE - February 4, 2019
Reprogramming tools have been shipped to all retailers, and the status of this recall is now listed as “Open” for
all affected vehicles. Therefore, repairs can now be performed on all affected vehicles.
Owner Notification
Owner notification is scheduled for February 20, 2019. Owners will be notified by first class mail, and by email
if a valid email address is on file. A copy of that owner notification letter is included at the end of this bulletin.
AFFECTED VEHICLES:
Coverage for all affected vehicles must be confirmed by
using the Vehicle Coverage Inquiry function on subarunet.
com.
Model Year
Carline
Production Range
2018
Legacy
All
2018
Outback
All
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.
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.
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 1 of 15
DESCRIPTION OF THE REMEDY:
Subaru retailers will reprogram the combination meter software. The reprogramming tools needed to
perform this repair are now available and have been shipped to each retailer, free of charge.
RETAILER RESPONSIBILITY:
Retailers are to promptly perform the applicable service procedures to correct all affected vehicles in
their inventory. Additionally, whenever a vehicle subject to this recall is taken into inventory or in for
service, necessary steps should be taken to ensure the recall correction has been made before selling
or releasing the vehicle.
Any vehicles listed in a recall/campaign that are in the retailer’s stock must be:
•
Immediately identified.
•
Tagged or otherwise marked to prevent their delivery or use prior to inspection and/or repair.
•
Repaired in accordance with the repair procedures outlined in this Product Campaign
Bulletin.
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.
OWNER NOTIFICATION:
Subaru notified affected vehicle owners of this recall by first class mail on December 17, 2018.
The December 17, 2018 notification was an interim notification advising the affected owners of the
recall; that the remedy was not available yet; and that they would be re-notified once the remedy is
available. A copy of that interim owner notification letter is included at the end of this bulletin.
Owner notification is scheduled for February 20, 2019. Owners will be re-notified by first class mail,
and by email if a valid email address is on file. A copy of that owner notification letter is included at
the end of this bulletin.
RETAILER AFFECTED VIN LISTS:
Subaru retailer have been provided with an affected VIN list from their Zone Office. Vehicles have
been 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.
•
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 2 of 15
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 – Part Number 85009AL000
•
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 3 of 15
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-82R; Revised: 02/21/19
Page 4 of 15
REMINDER: Before proceeding to Step 6 below, it cannot be stressed enough for Technicians to
TAKE THEIR TIME when removing and reinstalling the combination meter. The photos below
illustrate what can happen to the meter assembly when not performing these steps CAREFULLY.
These 3 examples all show damage caused by outside influence which is not a matter for warranty.
End Tab
Broken Off
Center Clip Tab
Broken Off
All 6 Mounting Tabs Are
In Place, No Damage
During Meter Removal
Large White
Mounting Tab
Broken Off
Step 6: NOTE: Previously, the removal procedure showed releasing the top claws on each end then
grasping the bezel with the thumb and forefinger and pulling straight back to release the 2 center
retaining clips.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 5 of 15
Reports of damaged meter housings as shown in the example photos below have necessitated
revisions to this step.
Use the photos below for reference when CAREFULLY removing the combination meter lower trim
bezel.
•
Release the top claws on both sides using a trim stick as previously recommended.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 6 of 15
•
Release the lower claws on both ends of the bezel using a trim clip removal tool as shown.
When all four corners are released, the bezel will appear loose as shown in Figure 1 below
BUT, there are 2 more upper / center retaining clips which must be CAREFULLY released
from underneath before the bezel can be removed.
•
Use a flat-blade screwdriver with protective tape added shown in Figure 2 and 3 below
works well. A CAREFUL twist of the tool will release the clips. NOTE: These 2 center
clips will likely require more effort to release the first time than in the future if necessary.
•
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 7 of 15
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.
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 8 of 15
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.
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.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 9 of 15
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.
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
3070
3071*
*3092 is also after update and may be found if the meter has been previously replaced with one supplied through United Radio.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 10 of 15
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
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
0.5
INSPECTION ONLY / VERSION NUMBER CHECK/
REPROGRAMMING NOT NEEDED
A184-900
0.2
Recall/
Campaign
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-82R; Revised: 02/21/19
Page 11 of 15
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-82R; Revised: 02/21/19
Page 12 of 15
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
IMPORTANT SAFETY RECALL
This notice applies to the VIN below
Subaru of America, Inc.
P.O. Box 9103
Camden, NJ 08101-9877
844-373-6614
www.subaru.com
Subaru Recall WTW-82
NHTSA ID 18V-773
February 2019
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 previously received a letter informing you of this recall, stating that the remedy was not yet
available.
This letter is to inform you that the remedy to correct this condition is now available.
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.
WHAT SUBARU WILL DO
Subaru will reprogram the distance-to-empty logic in your vehicle at no cost to you.
WHAT YOU SHOULD DO
You should contact your Subaru retailer (dealer) for an appointment to have the distance-to-empty logic in your vehicle
reprogrammed, free of charge.
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.
CHANGED YOUR ADDRESS OR SOLD YOUR SUBARU?
If you have moved or sold your vehicle, please update this information online at www.subaru.com, select ‘Customer Support,’
then select ‘Address Update’ or ‘Ownership Update’ from the drop-down menu.
HOW LONG WILL THE REPAIR TAKE?
The time to perform this software update is less than 30 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 Subaru retailer flexibility in scheduling.
Continued...
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 14 of 15
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 on the reverse side of this letter.
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
Bulletin Number: WTW-82R; Revised: 02/21/19
Page 15 of 15