09-51-08R

ATTENTION:
GENERAL MANAGER
PARTS MANAGER
CLAIMS PERSONNEL
SERVICE MANAGER
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IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE BULLETIN
APPLICABILITY:
All Vehicle Lines / All Model Years
SUBJECT: Catalytic Converter Revised Shipping
		Procedure
NUMBER:
DATE:
REVISED:
09-51-08R
03/14/08
06/07/21
INTRODUCTION
The purpose of this bulletin is to advise of SOA’s revised Catalytic Converter Recycling Program
shipping procedure.
Since 2012, 100% of all converters shipped from the RDCs are packaged in boxes. Saving and
re-using those boxes for the return shipment is practical from many perspectives including reducing
costs and generation of waste. While less than 10% of all pipes returned to SOA are shipped “loose”
(no packaging), UPS charges SOA a surcharge on all return shipments for these few exceptions.
As a result, “Loose” shipping of catalytic converter pipes is no longer an acceptable practice.
Upon claim approval, retailers will receive a Part Return Notice for most converter pipes. Do NOT
return converter pipes that have not been requested for return. Certain oversized pipes are not on
return. The proper procedure for returning these converter pipes is described below. Please review
closely as improper shipping procedures may result in additional shipping charges that will be
passed on to the retailer. Oversized pipes returned that are not requested will result in a full or
partial debit of the claim.
PARTS/MATERIAL NEEDED
Subaru Warranty Parts Tag part number MSA5W1901A.
•
Miscellaneous common shipping material. (i.e.: Tape/Staples/Packing Paper)
•
A Copy of the Repair Order
•
Miscellaneous common shipping material. (i.e.: Tape/Staples/Packing Paper)
•
Box from received converter shipment or equivalent
SOA will issue a Part Return Request for all catalytic converters requested. It is important the dealer
send the catalytic converters to the address listed in the “ship to” box of the part return request
by means of the new shipping method. To return Catalytic Converters, use the link for Catalytic
Converter Returns found on the YRC SubaruNet Web Portal page. See below for additional details.
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: 09-51-08R; Revised: 06/07/21
SUBARU OF AMERICA, INC. IS
“ISO 14001 COMPLIANT”
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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A properly completed Subaru Warranty Parts Tag and a legible copy of the repair order
including detailed technician comments are mandatory for each part returned. Any part(s)
received without all the required information will be subject to a claim debit for the full
amount of the claim.
The retailer is required to package the catalytic converter in a shipping box. Any catalytic
converters returned “loose” are subject to debit, regardless of the reason. Oversized
shipments are subject to full or partial debit of the claim. See below to determine package
“Girth” per UPS guidelines. It is for this reason we highly recommend returning the converter
in the same packaging in which it was received.
PREPARATION FOR SHIPPING
NOTE: One converter/pipe per package. Multiple converters/pipes should never be
packaged together unless specifically directed to do so on an individual basis by an FSE or
SOA employee. Parts must be unbolted and separated before being packaged, boxed and
shipped. Debits may occur if multiple converters are shipped in a single box without proper
authorization.
NOTE: If a shipment is made outside of the UPS girth limits for ground shipments, you may
incur a debit to cover the shipping charges that SOA incurs from UPS.
Girth can be determined using the following UPS guidelines:
•
2xWidth + 2xHeight + Length = Must equal less than 165”
•
Length must be less than 108”
•
Attach a properly completed Subaru Warranty Parts Tag to each converter/pipe.
•
Place the Parts Return Notice and a legible copy of the Repair Order inside the shipping
box or in a clear plastic shipping pouch on the outside of the shipping box.
•
Add VIN/Repair Order number to the 2nd reference field on the UPS label.
There is an additional returns category on the YRC Reverse Logistics Portal – Catalytic
Converter Returns.
Continued...
Bulletin Number: 09-51-08R; Revised: 06/07/21
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When you have converters to return, click on the link listed under Catalytic Converter Returns.
You will be directed to the UPS returns page. Your “Ship From” information will pre-populate
into the form along with your Dealer Code. You will be required to select a weight from one of
the available options (15, 20, 25, etc.) and also enter the VIN or RO Number. As indicated by the
red arrows in the screen shot below, 4 new check boxes have been added for retailers to select the
type of tracking notification E-mail(s) they would like to receive. If you are returning multiple
units, click the “Add” button and enter the information for the additional units. When the information for all units has been entered, click “Process Shipment”.
Continued...
Bulletin Number: 09-51-08R; Revised: 06/07/21
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Shipment label(s) will be displayed for printing. The information entered in the VIN/RO# field
will print on the shipping label as Reference No. 2. This will assist in applying the correct labels
to the correct cartons.
Reference No. 2 = VIN / RO
When all labels have been printed, you will receive the message “Shipment Successful” and have
the option of closing your browser or you may click the back button to return to the UPS returns
page or the YRC Reverse Logistics Portal.
Continued...
Bulletin Number: 09-51-08R; Revised: 06/07/21
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Reference No. 2 = VIN / RO
Please note, the label is designed to print on 8-1/2” x 11” paper. You have three options for
applying labels to the cartons:
•
Tape the label to the carton with clear shipping tape. Please do not apply tape over the bar
codes as this might affect the scanning process at UPS.
•
Print the label on self adhesive label stock available from UPS supplies (Item Number
01774501)
•
Place the label in a clear plastic pouch available from UPS supplies (Item Number 171604).
Place the prepared part in the outgoing shipping location ready for the next available UPS driver.
NOTE: Please destroy any of the A.R.S. labels you have on-hand as these will no longer be
acceptable for the return of converters.
If you have any questions about this new procedure, please contact: The CLAIMS HELPLINE at
1-866-782-2782.
It is highly recommended that every dealer maintain a record of these shipments including
relevant information on the VIN, RO#, Part Number, Return Request Date, Return Shipment
Date, and Shipper Tracking Number for each shipment. The easiest way to do this is to
make a copy of the shipping label just printed (which included the VIN/ RO#) and attach it
to a copy of the request form and the original RO in the vehicle’s service file. This way all
information is consolidated should any future appeal be necessary due to lost shipment or
other concern.
Continued...
Bulletin Number: 09-51-08R; Revised: 06/07/21
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SPECIAL INFORMATION REGARDING DEBITED CLAIMS:
•
Debits must be appealed in writing through Service Claims Section using proper
documentation. (See Section 13.7 of the Subaru Claims Policies and Procedures Manual)
Separate UPS tracking numbers for EACH converter pipe must be included. Please
include a contact name at the dealership on the appeal form.
•
In cases where the converter pipe is still at the dealership at the time the appeal is filed, do
not return the pipe unless you are contacted by SOA with return instruction. If notified by
SOA that an adjustment or debit will be reversed based on the return of a converter pipe,
the dealer will have 10 calendar days to ship the pipe to the PCC. Failure to return the
converter pipe within 10 calendar days may result in denial of the appeal.
CHARGES FOR IMPROPER SHIPPING
Improper use of correct shipping methods will result in the claim being partially debited for
those cost as outlined below.
Unpackaged/“Loose” Converter Shipment
Debit of total claim amount
Damaged Converter due to insufficient packaging
Debit of total claim amount
Part not returned within prescribed time limits
Debit of total claim amount
Part(s) received without all the required information/
documentation
Debit of total claim amount
Return of incorrect PN converters not listed or
requested on the claim
Debit of total claim amount
Use of old ARS label on any shipment
Partial Debit for $40.00 per occurrence
Use of any SOA 3rd party billing accounts (UPS) to
return catalytic converters
Partial Debit for $40.00 per occurrence
Return of oversized converter PNs not requested by SOA
Partial Debit of total shipping costs
Use of shipping company other than UPS to ship
converters and billed to SOA
Partial Debit of total shipping costs
Multiple converters shipped in one box
Partial Debit of total shipping costs
NOTE: Details for all other warranty/recall part returns can be found at:
15.3.1.1. Return Shipping Procedures (except Catalytic Converters/Pipes, See Section
15.3.1.3) of your Claims Policies and Procedure Manual.
In order to maintain the integrity of SOA’s contract agreement with UPS, it is imperative the
above procedure is followed completely. Failure to properly follow the shipping procedure
outline above may result in additional charges that will be passed on to the retailer.
If you have any questions about this new procedure, please contact: The CLAIMS
HELPLINE at 1-866-782-2782.
Bulletin Number: 09-51-08R; Revised: 06/07/21
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