15-204-16R

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2016 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY:
2017 Subaru Vehicles
SUBJECT:	2017 Audio/Navigation Exchange
Component Identification and Procedures
NUMBER:
15-204-16R
DATE:
10/27/16
REVISED:
08/23/19
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 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.
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:
•
•
•
•
•
•
•
•
•
•
•
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
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 1
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 Kardon 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
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.
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 Operations & Technical/ Forms/Downloads/
Fujitsu Ten Online Exchange Instructions.
NOTE: Some Fujitsu Ten audio units will not include navigation; therefore, no SD card will be
applicable. These units are noted as a Display Audio only.
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 2
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.
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
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 Operations & Technical / Forms/Downloads /
Fujitsu Ten Online Exchange Instructions.
NOTE: All 2017 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.
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.
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: 15-204-16R; Revised: 08/23/19
Page 3
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 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 & FUJITSU TEN ONLY
If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion
or Fujitsu Ten 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. 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 KARDON ONLY
All exchange units equipped with a Harman Kardon satellite radio will be reactivated by United
Radio prior to being shipped to the Retailer.
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 4
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.
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) ........ 7YB000000
Harman Kardon (United Radio) Exchange Number Example...... Orders placed prior to 7/9/19
							
R.A. Number 9MW741 (1 digit 2 letters 3 digits)
Harman Kardon (United Radio) Exchange Number Example…...Orders placed after 7/9/19
							
MCO # 1234567890 (Ten Digits – All Numbers)
AUDIO SERVICE CENTER PHONE NUMBERS AND HOURS OF OPERATION.
Clarion					1-800-347-8933		8am-5:30pm Eastern Time
Fujitsu Ten				1-800-237-5413		7am-5pm Pacific Time
Harman Kardon (United Radio) 1-800-448-0944		
8am-8pm Eastern Time
VEHICLE APPLICATIONS – AUDIO/NAVIGATION
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Clarion
86201SG650
Forester
Audio Assy.
Face Plate ID
Number
CF658UL
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 5
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Fujitsu Ten
86201SG670
Display Audio Only
Forester
Audio Assembly
Face Plate ID
Number
FF678UM
Forester
Audio Assembly
Face Plate ID
Number
FF698UM
Forester
Audio/Navigation
Assy.
Fujitsu Ten
Fujitsu Ten
Face Plate ID
Number
FF868US
Forester
Audio/Navigation
Assy.
Face Plate ID
Number
FF878US
86201SG690
Display Audio Only
86271SG860
Fujitsu Ten
86271SG870
Clarion
86201AL82A
Fujitsu Ten
86201AL85A
Display Audio Only
Legacy/Outback
Audio Assembly
Face Plate
ID Number
CB826UL
Legacy/Outback
Audio Assembly
Face Plate ID
Number
FB856UM
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 6
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Fujitsu Ten
86201AL87A
Display Audio Only
Fujitsu Ten
86271AL85A
Fujitsu Ten
86271AL87A
Clarion
86201FJ610
Clarion
86201FJ690
Clarion
86201FJ780
Legacy/Outback
Audio Assembly
Face Plate
ID Number
FB876UM
Legacy/Outback
Audio/Navigation
Assy.
Face Plate
ID Number
FB856US
Legacy/Outback
Audio/Navigation
Assy.
Face Plate
ID Number
FB876US
Crosstrek
Audio Assembly
Face Plate
ID Number
CM615UL
Crosstrek
Audio Assembly
Face Plate
ID Number
CM695UL
Crosstrek Special
Edition Model
Audio Assembly
Face Plate
ID Number
CM785CL
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 7
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Clarion
86201FJ790
Fujitsu Ten
86271FJ660
Fujitsu Ten
86271FJ680
Harman Kardon
86201FL60A
Harman Kardon
86201FL61A
Crosstrek
Audio Assembly
Face Plate
ID Number
CM795CL
Crosstrek
Audio/Navigation
Assy.
Face Plate
ID Number
FM666US
Crosstrek
Audio/Navigation
Assy.
Face Plate
ID Number
FM686US
Impreza
6.5 Inch Display
Audio Assembly
Base Level
Premium Model
Vehicles
Six (6) Speaker
App.
Impreza
6.5 Inch Display
Audio Assembly
Base Level
Base Model
Vehicles
Four (4) Speaker
App.
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 8
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Harman Kardon
86201FL62A
Harman Kardon
86201FL63A
Harman Kardon
86271FL60A
Impreza
8 Inch Display
Audio Assembly
Mid-Level
Sport & Limited
Models
Six (6) Speaker
App.
Impreza
8 Inch Display
Audio Assembly w/
Amp. Mid-Level
Sport Model
Vehicles
w/Harman
Kardon Amp.
Six (6) Speaker
App.
Impreza
8 Inch Display
Audio/Navigation
Assy. w/Amp.
High-Level
Limited Model
Vehicles
w/Harman
Kardon Amp.
Six (6) Speaker
App.
WRX
Audio Assembly
Face Plate ID
Number
CV682UL
Clarion
86201VA680
Fujitsu Ten
86201VA660
Display Audio Only
WRX / WRX STi
Audio Assembly
Face Plate
ID Number
FV662UM
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 9
DESCRIPTION &
APPLICABILITY
ILLUSTRATION
MANUFACTURER
PART NUMBER
Fujitsu Ten
86201VA670
Display Audio Only
Fujitsu Ten
86271VA640
Clarion
86201CA640
WRX / WRXSTi
Audio Assembly
Face Plate
ID Number
FV672UM
WRX / WRX STi
Audio Navigation
Assy.
Face Plate
ID Number
FV642US
BRZ
Audio Unit
Face Plate
ID Number
CA645UL
POWER AMPLIFIER EXCHANGE NUMBER EXAMPLE:
Harman Kardon (United Radio) Exchange Number Example...... Orders placed prior to 7/9/19
							
R.A. Number 9MW741 (1 digit 2 letters 3 digits)
Harman Kardon (United Radio) Exchange Number Example…...Orders placed after 7/9/19
MCO # 1234567890 (Ten Digits – All Numbers)
POWER AMPLIFIER SERVICE CENTER CONTACT INFORMATION
AND HOURS OF OPERATION
Harmon Kardon (United Radio)
1-800-448-0944		
8am-8pm Eastern Time
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon online exchange instructions
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 10
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
WRX/Sti Power
Amplifier Assy.
Harman Kardon
86221VA030
Impreza
Power
Amplifier Assy
Harman Kardon
86221FL00A
Impreza
Limited
Power
Amplifier Assy
Harman Kardon
86221FL01A
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 11
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 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 (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.
continued...
Bulletin Number: 15-204-16R; Revised: 08/23/19
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Panasonic 1-800-423-8150
•
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.
•
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.
◦◦
Fujitsu Ten 1-800-237-5413
*
*
*
*
*
*
*
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 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 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.
Bulletin Number: 15-204-16R; Revised: 08/23/19
Page 13
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.
Harman Kardon (United Radio) 1-800-448-0944
•
•
•
•
•
•
•
•
Harman Kardon exchange requests are processed by United Radio.
Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
Harman Kardon offers a 1 yr. manufacturer’s warranty on these exchange units
Harman Kardon 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 Kardon (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 Kardon (United Radio) and are to make payment directly to
Harman Kardon (United Radio) for this fee.
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: 15-204-16R; Revised: 08/23/19
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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