15-263-20

ATTENTION:
GENERAL MANAGER
q
PARTS MANAGER
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CLAIMS PERSONNEL
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IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
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© 2020 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY:
		
		
		
		
2018MY Legacy and Outback
2018MY Crosstrek
2017-18MY Impreza
2018MY BRZ
2018MY Forester
NUMBER: 15-263-20
SUBJECT:
		
Harman Gen. 3.0 Audio and Navigation - Equipped
Head Unit Warranty Extension
DATE: 04/23/20
INTRODUCTION:
In the interest of customer satisfaction, Subaru of America, Inc. (SOA) is extending the New Car
Limited Warranty for the above-listed models and model years equipped with a Harman Gen. 3.0
Audio and Navigation head unit (H/U). Coverage will be extended from the original three (3) years
or thirty-six thousand (36,000) miles (whichever comes first) to five (5) years / 100,000 miles. All
other terms and conditions of the original warranty continue to apply. This change is in response to
identified conditions involving the operation of the H/U’s Subaru STARLINK system and reflects our
commitment to providing Subaru customers with confidence in the function and overall performance
of their vehicle. This Warranty Extension DOES NOT cover Harman Kardon amplifier assemblies.
NOTE: ALWAYS perform a Vehicle Coverage Inquiry on Subarunet to determine eligibility for this
warranty extension before proceeding with any inspection or repair. See sample inquiry result below.
IMPORTANT: This Warranty Extension is subject to the same terms and conditions set forth in the
New Car Limited Warranty. The Warranty Extension is only applicable to the original equipment
Harman Gen. 3.0 H/U assembly or Genuine Subaru exchange H/U assemblies. It has been developed
to cover any reprogramming or if necessary, replacement (exchange) of the audio or audio /
navigation unit. See the individual vehicle warranty coverages for further details as outlined in the
applicable Warranty and Maintenance Supplement booklet or the Claims Policies and Procedures
Manual.
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: 15-263-20; Date: 04/23/20
Page 1 of 6
SERVICE PROCEDURE:
When a customer presents a vehicle for consideration of repairs to be covered by this Warranty
Extension, the standard terms of the New Car Limited Warranty apply. As mentioned above, retailers
must always confirm coverage before proceeding by performing a Vehicle Coverage Inquiry on
Subarunet.com.
This Warranty Extension covers internal failures or software updates and does not include exchanges
for damaged units. As a reminder, physically damaged units (spilled liquid, scratches, cracked
screens, CD player damaged due to incorrect disc use or multiple disc insertions, etc.) are not a matter
for warranty and cannot utilize the warranty or out of warranty exchange programs. Damaged units
returned to the manufacturer reported as a warranty or out of warranty exchange are subject to debit
for the full cost of the exchange unit along with the related shipping expenses.
Contact the SOA Claims Team with any additional coverage questions. Once the determination is
made regarding coverage, if the customer concerns can be resolved by reprogramming the audio
or audio / navigation unit, the retailer should use the appropriate reprogramming labor operation
supplied in the applicable TSB pertaining to Harman Gen. 3.0 audio / navigation units
(15-211-17R).
NOTE: Anytime software is updated, the NEW installed software version number MUST be
recorded in the Miscellaneous Detail field of the claim submission.
An “APPENDIX” is supplied at the end of this bulletin listing the available Harman 3.0-related
TSBs and links.
VERY IMPORTANT: In cases where H/U replacement is required:
•
If the vehicle is WITHIN the 3/36 New Car Basic Warranty parameters, the retailer should
contact United Radio to obtain a warranty exchange unit following the normal procedures.
•
If the vehicle is OUTSIDE the 3/36 New Car Basic Warranty, but falls within the parameters
of this Warranty Extension, the retailer will need to contact United Radio and obtain and out
of warranty exchange unit. Once the exchange unit is obtained, repair the vehicle and submit
a warranty claim. No administrative fee is necessary. This same process exists with SAS
and PA replacements. The only difference is, the
repair is being done under warranty due to the
Warranty Extension. Since the exchange unit
was obtained as an out of warranty exchange,
the retailer will receive an invoice from United
Radio. The retailer should pay the invoice then
enter the invoice amount in the sublet field when
submitting the warranty claim. Claim coding is
provided in the table below.
•
IMPORTANT NOTES: The exchange unit’s
MCO number located at the bottom of the
UR form as shown here AND the H/U Serial
Number shown below must be recorded as
they BOTH will be required when submitting
the warranty claim. The MCO number is to be
recorded on the Repair Order and entered into the
Miscellaneous Detail field at claim entry.
MCO Number
Continued...
Bulletin Number: 15-263-20; Date: 04/23/20
Page 2 of 6
•
Before installing the exchange H/U, look for a small sticker with a QR code on the back side,
upper left corner of the H/U. This QR code is surrounded by 4 numeric segments, together
making up the Serial Number of the H/U. Record the 4-part Serial Number as shown below
on the Repair Order. The H/U Serial Number is to be entered into the Claim Comments field
at Claim entry.
•
In all cases where the audio or audio / navigation head unit is being replaced with an
exchange unit, the removed failed (core) H/U must be returned to United Radio within
the30-day window from the date of order. Prompt return is strongly recommended to avoid
possible charge back for the full cost of the exchange unit and related shipping expenses.
•
Always refer to the applicable Service Manual and review the full requirements of the repair
being performed. The Service Manual procedures contain information critical to performing
effective repairs the first time and every time.
WARRANTY / CLAIM INFORMATION:
Labor Description
Labor Operation #
Fail Code
Model
Labor Time
Harman 3.0 Warranty Extension
Audio H/U R&R (INCLUDES diagnosis)
A031-527
ZRM-43 (Base)
ZRN-43 (Mid)
Legacy / Outback
0.6
Impreza / Crosstrek
0.7
Legacy / Outback
0.8
Impreza / Crosstrek
0.9
BRZ
0.7
Harman 3.0 Warranty Extension
Navigation H/U R&R (INCLUDES diagnosis)
A031-627
ZRO-43
REMINDERS:
Any time software is updated, the NEW installed software version number MUST be recorded
in the Miscellaneous Detail field of the claim submission.
Any time a H/U is replaced, BOTH the exchange H/U’s MCO Number AND Serial Number
MUST be entered at claim submission.
•
The MCO number is to be entered into the Miscellaneous Detail field.
•
The H/U Serial Number is to be entered into the Claim Comments field.
Continued...
Bulletin Number: 15-263-20; Date: 04/23/20
Page 3 of 6
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: 15-263-20; Date: 04/23/20
Page 4 of 6
APPENDIX
The following is a list of the current Harman Generation 3.0 TSBs on STIS to help Technicians reach an
accurate diagnosis of a customer concern. A screenshot of the Forms / Downloads > Links page located
on Subarunet is also provided for reference on the next page.
Harman Generation 3.0 TSB List:
15-211-17R15-217-18R15-220-18R15-221-18R15-226-18R15-227-18R15-228-1815-229-18R15-230-18R15-231-18R15-233-18R15-235-18R15-240-19R15-245-19R-
Reprogramming and performing software update – Gen 3.0
Amplifier Operational Concerns
Apple CarPlay/Android Auto Connectivity Concerns
Harman Audio/Infotainment: Harman Generation 3.0 and 3.1 Operating Tips
USB Functionality Concerns and Troubleshooting
Navigation System functionality concerns and troubleshooting
Display Screen Freeze-Up or Black (Blank) Concerns
Clock related concerns and troubleshooting
Bluetooth Functionality concern and troubleshooting
Troubleshooting audio related concerns
Display / Touch Screen “Soft Keys” - Delayed Response
Harman Kardon Gen 3.0 Audio Amplifier Operational Concerns
New Harman Audio Amplifiers
FOTA (Firmware Over-The-Air) Reprogramming Procedure to Optimize Harman
Gen 3 Audio / Navigation Units
15-248-19- Required Supplemental Procedure when Installing a NEW (NOT Exchange) Harman
Gen. 3.0, 3.1 or 3.1 Alpha Head Unit
15-254-19R- Map Data Update Procedure for Harman Gen 3.0 Navigation Equipped Head Units
(H/U)
Additional Harman Kardon Reference Materials:
Although this Warranty Extension does NOT cover Harman Kardon amplifier assemblies, the TSBs
listed below provide useful reference material along with good practices to follow when diagnosing
audio system concerns.
15-217-18- Amplifier Operational Concerns
15-235-18- Harman Kardon Gen. 3.0 Audio Amplifier Operational Concerns
15-240-19R- New Harman Audio Amplifiers
Continued...
Bulletin Number: 15-263-20; Date: 04/23/20
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Screenshot of the Subarunet Forms / Downloads Links Page:
Bulletin Number: 15-263-20; Date: 04/23/20
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