12-192-15R

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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© 2015 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY: 2015-16MY Legacy and Outback Models
SUBJECT:
Windshield Cracking Concerns
INTRODUCTION
NUMBER: 12-192-15R
DATE: 10/26/15
REVISED: 02/01/21
Subaru of America, Inc. (SOA) Quality Assurance has identified an increase in the number of
cracked windshields on some 2015 and 2016MY Legacy and Outback models. Further investigation
has determined the root cause for many of these failures to be the ceramic materials used for the
black-colored printed perimeter combined with the silver-colored material used for the wiper deicer
portion of the windshield glass. In response to this increase, SOA previously extended the original
warranty on applicable factory-installed windshields to 5 years / unlimited miles. SOA has now
further extended the warranty to 8 years / unlimited miles. Qualifying customers are entitled to a
maximum of ONE replacement of the original factory-installed windshield on a vehicle with a
VIN prior to those listed in the Production Change Information on page 2 and meets the guidelines
outlined in this bulletin.
NOTE: ALWAYS perform a Vehicle Coverage Inquiry on Subarunet to determine eligibility
for this warranty extension before proceeding. See sample inquiry result below. The VIN
should also be checked for any open campaigns or recalls at this time.
IMPORTANT: The information in this
bulletin is only applicable to certain windshield
glass manufactured by CARLEX and equipped
with the windshield wiper deicer feature
(part of the All-Weather Package) on vehicles PASSENGER SIDE
within the specified VIN ranges. The affected
windshields can develop cracks when impacted
in the printed black area of the highlighted
below.
DRIVER SIDE
IMPORTANT NOTE: The illustration to the
right shows the windshield as viewed from
OUTSIDE the vehicle.
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: 12-192-15R; Revised: 02/01/21
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
PRODUCTION CHANGE INFORMATION:
Windshields manufactured with new black perimeter border and wiper deicer materials were
incorporated into production per the table below.
NOTE: This bulletin applies only to vehicles produced prior to the starting VINs listed below.
MODEL
EYESIGHT
STARTING VIN
With
EyeSight
G3222455 - Outback
Without
EyeSight
G3210476 - Outback
Legacy & Outback
G3011247 - Legacy
G3006359 - Legacy
PRODUCTION DATE:
September 3, 2015
August 12, 2015
PART INFORMATION
PART NUMBER
APPLICATION
65009AL17C or 57A
W/ Wiper Deicer
65009AL18B or 58A
W/ Wiper Deicer and EyeSight
The original windshields (before production change) can be easily identified by the identification
markings found in the lower left, driver’s side corner shown in Figure 1 below.
Fig. 1
The enhanced production parts and replacement part windshields are identified by the additional
identification markings (CN, CV, DOT44) as shown in Figure 2 below. Windshields with these
markings are NOT eligible for replacement under the warranty extension.
Fig. 2
These 2 production markings can be found on
production or replacement part windshields.
This marking is found on
replacement part windshields only.
Continued...
Bulletin Number: 12-192-15R; Revised: 02/01/21
Page 2
COVERAGE GUIDELINES
Confirm the windshield is actually cracked and the crack does not originate from a bulls eye, star, or
combination impact that appears outside of the deicer region of the windshield (refer to the images in
Figure 3 below). Windshields with such impact evidence appearing outside of the deicer region do
not qualify for repair under warranty. Bulls eye, star, or combination impacts that appear inside the
deicer region of the windshield qualify for the one-time repair under warranty. If there is no evidence
of impact, then the crack must pass through the deicer section of the windshield to qualify for the
one-time repair under warranty. DO NOT submit an Authorization Request for a windshield
replacement which will be covered by the warranty extension outlined in this Service Bulletin.
Fig. 3
IMPORTANT: Evidence of impact damage must be visible to the naked eye and should be assessed
by visual inspection only. No ballpoint pen, fingernail, or other object should be used to assess
whether the damage originated from an impact.
STOP: If evidence of impact appears in an area OUTSIDE the wiper deicer area, this
warranty extension DOES NOT apply. Follow the standard Authorization Request procedure
using: Subarunet > Service > Authorization Request Entry if warranty coverage outside this
warranty extension is applicable. For these authorizations, please be sure to always include the
manufacturer’s indentification marking as one of the submitted photos.
WINDSHIELD INSPECTION
STOP: After confirming the presence of a crack, inspect the manufacturer identification marking
in the lower left driver’s side corner of the windshield. If the marking is the same as shown in the
enhanced production part and replacement part illustrations in Figure 2, this warranty extension
DOES NOT apply. These indentification markings indicate an enhanced replacement windshield has
already been installed.
STOP: If the identification markings do not include the words SUBARU and Carlex, the glass is an
aftermarket windshield and the warranty extension DOES NOT apply. Aftermarket windshields are
not eligible for any Subaru warranty coverage.
If the marking contains SUBARU and Carlex and matches one of the illustrations shown in Figure
1 above, proceed with the inspection as the windshield was manufactured prior to the production
change. Visually inspect the crack to determine if it passes through the affected deicer area. Visually
examine the entire length of the crack for evidence of impact.
• If an impact point is found within the affected deicer area (as shown by “A” in the illustration
below), proceed with windshield replacement under the terms of this warranty extension.
• If the impact point is found outside of the affected deicer area (as shown by “B” in the
illustration below), this bulletin and warranty coverage do not apply.
• If an impact point cannot be identified, and the crack passes through the affected deicer area,
the windshield replacement would fall under this warranty extension.
As noted above, use visual inspection only to identify evidence of impact (i.e., no fingernail or pen
test).
Continued...
Bulletin Number: 12-192-15R; Revised: 02/01/21
Page 3
RIGHT SIDE
LEFT SIDE
B
C
A
SERVICE PROCEDURE / INFORMATION
The vast majority of windshield replacements are performed as sublet repairs. For this reason,
it is important that ALL the Service Manual procedures are followed closely to insure a proper
repair. Following ALL the Service Manual procedures is even more important when replacing the
windshield on a vehicle equipped with EyeSight otherwise proper operation of the system may be
impacted.
IMPORTANT: The Service Manual specifies the EyeSight stereo camera assembly MUST be
removed from the vehicle BEFORE removing the windshield. After windshield replacement is
complete, the EyeSight stereo camera assembly MUST be reinstalled and calibrated by performing
the complete Camera Inspection and Adjustment procedure along with the Automatic Adjustment
procedure as outlined in the applicable Service Manual. It is IMPERATIVE Technicians thoroughly
review and understand each step of the stereo camera calibration procedures as found in the EyeSight
(ES) section of the applicable Service Manual before proceeding.
NOTE: In the event the Automatic Adjustment procedure fails to complete after driving for
30 minutes, the Camera Adjustment and Inspection procedure will need to be repeated and the
Automatic Adjustment attempted a second time.
VERY IMPORTANT: NEVER return a vehicle to a customer which has not had the complete
EyeSight Camera Adjustment and Inspection AND the Automatic Adjustment procedures performed
successfully following any windshield replacement.
Continued...
Bulletin Number: 12-192-15R; Revised: 02/01/21
Page 4
WARRANTY / CLAIM INFORMATION
The Basic New Car Limited Warranty for these vehicles is three (3) years or 36,000 miles,
whichever comes first. SOA is extending this original warranty for windshield cracking originating
in the deicer area for an additional five (5) years / unlimited miles for a ONE-TIME replacement
where applicable.
SOA has informed vehicle owners this condition may exist via a customer letter. A copy of the owner
notification letter is included at the end of this bulletin. Customers can schedule an appointment with
any authorized Subaru retailer for a free visual inspection of the windshield should any cracking
occur. SOA will also inform insurers about this condition.
Please submit for reimbursement as you would any other covered repair using the claim coding
provided below. REMINDER: Any windshield condition found outside of the affected wiper deicer
area is not covered by this warranty extension.
For vehicles within the Basic New Car Limited Warranty period or covered by the Windshield
Warranty Extension, this repair may be submitted using the following claim information:
SOA will reimburse retailers for each windshield inspection completed when a customer presents
their windshield with damage present. Inspection of undamaged windshields is not required under
this warranty extension.
LABOR DESCRIPTION
LABOR
OPERATION #
FAIL
CODE
LABOR
TIME
2015-16 LEGACY / OUTBACK w/ ALL-WEATHER PKG.
WINDSHIELD CRACKING INSPECTION
B914-148
WBH-86
0.3
2015-16 LEGACY / OUTBACK w/ ALL-WEATHER PKG.
WINDSHIELD REPLACEMENT
C914-140
2.0
EYESIGHT CAMERA R&R FOR WINDSHIELD
REPLACEMENT
C914-141
0.2
EYESIGHT CAMERA CALIBRATION / ADJUSTMENT
C067-718
0.9
SUBLET REPAIR / ADMINISTRATION EXPENSES
C101-108
0.3
WBH-02
IMPORTANT REMINDERS:
•
The standard PRIOR Authorization requirement for glass repairs over $500.00 has been
waived for repairs covered by the warranty extension outlined in this Service Bulletin.
•
The PRIOR Authorization requirement for glass repairs over $500.00 is still in force for any
and all repairs which are warrantable but NOT covered by the warranty extension outlined in
this Service Bulletin.
•
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.
Bulletin Number: 12-192-15R; Revised: 02/01/21
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