1517214R

ATTENTION:
CLAIMS PERSONNEL q
IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
SERVICE MANAGER
© 2014 Subaru of America, Inc. All rights reserved.
GENERAL MANAGER q
PARTS MANAGER
q
q
SERVICE BULLETIN
APPLICABILITY:
2015MY Subaru Vehicles
SUBJECT: 2015 Exchange Component Identification
		 and Procedures
NUMBER:
DATE:
REVISED:
15-172-14R
09/26/14
11/25/14
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.
Replacement of a new unit, other than new units supplied through the exchange program,
requires authorization from a Subaru of America, Inc. Retailer Claims Specialist at 1-866-7822782. 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
Chassis Model Number, ID Code and/or the Subaru Part Number. Clarion requires
the front faceplate ID number.
Customer Complaint
Customer Last Name
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: 15-172-14R; Date: 11/25/14
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
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. 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/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, Forms/Exchange Forms. You
can also place your order on the web at http://www.f10ncs.com
NOTE: Beginning with the 2015 model year, some Fujitsu Ten Legacy and Outback
Audio units will not include navigation; therefore, no SD card will be applicable.
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/Forms.
NOTE: Beginning with the 2015 model year, the Legacy and Outback Audio/Navigation
units 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.
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 2
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 the 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(s) are returned.
NOTE: In the event a CD has been damaged, the manufacturer will reimburse the customer
through the retailer 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
If you need to perform a warranty exchange on any radio that is factory equipped with 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 Dealer 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.
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 3
EXCHANGE NUMBER EXAMPLES AND SERVICE CENTER
PHONE NUMBERS
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)............ 4YB000000
AUDIO SERVICE CENTER CONTACT INFORMATION AND HOURS
OF OPERATION.
Clarion
1-800-347-8933
8am-5:30pm Eastern Time
Fujitsu Ten
1-800-237-5413
http://www.f10ncs.com
7am-5pm Pacific Time
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 4
VEHICLE APPLICATIONS
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
WRX / WRX STI
Audio Assy.
w/Satellite
Built-In
Clarion
86201VA620
WRX / WRX STI
Audio Assy.
w/Satellite
Built-In
Clarion
86201VA630
WRX / WRX STI
Audio, Navigation
and Satellite Unit
Assy. w/Harman
Kardon
Fujitsu Ten
Face Plate ID No.
FV619US
WRX / WRX STI
Audio, Navigation
and Satellite Unit
Assy. w/Harman
Kardon
Black plate (265,1)
Fujitsu Ten
Face Plate ID No.5-5
FV629US
The audio set will operate only when the
86271VA610
Audio with SD Card
SD Card Part No.
86283VA600
86271VA620
Audio with SD Card
SD Card Part No.
86283VA600
Audio/Audio set
& Type A audio set (if equipped)
ignition switch is in the “ACC” or “ON”
position.
. Power and audio controls: refer to page
5-10
. Radio operation: refer to page 5-13
. CD (compact disc) player operation:
refer to page 5-20
. Auxiliary input jack: refer to page 5-26
. USB storage device/iPod® operation:
refer to page 5-28
. Bluetooth® audio: refer to page 5-36
. Hands-free system: refer to page 5-39
Forester
Audio Assy.
5
Clarion
86201SG600
– CONTINUED –
北米Model "A8190BE-B" EDITED: 2013/ 3/ 22
Bulletin Number: 15-172-14R; Date: 11/25/14
continued...
Page 5
Black plate (265,1)
5-5
DESCRIPTION &
APPLICABILITY
Audio/Audio set
ILLUSTRATION
& Type A audio set (if equipped)
The audio set will operate only when the
ignition switch is in the “ACC” or “ON”
position.
. Power and audio controls: refer to page
5-10
. Radio operation: refer to page 5-13
. CD (compact disc) player operation:
refer to page 5-20
. Auxiliary input jack: refer to page 5-26
. USB storage device/iPod® operation:
refer to page 5-28
. Bluetooth® audio: refer to page 5-36
. Hands-free system: refer to page 5-39
MANUFACTURER
PART NUMBER
5
Forester
Audio Assy.
Clarion
86201SG620
Forester
Audio Assy.
w/Satellite
Built-in
Clarion
86201SG640
– CONTINUED –
北米Model "A8190BE-B" EDITED: 2013/ 3/ 22
Forester
Audio, Navigation
and Satellite
Unit Assy.
Fujitsu Ten
Face Plate ID No.
FF646US
Forester
Audio, Navigation
and Satellite Unit
Assy. w/Harman
Kardon
Fujitsu Ten
Face Plate ID No.
FF656US
BRZ
Audio, Navigation
and Satellite Unit
Assy. w/ Harman
Kardon
Face Plate ID No.
FA643US
Fujitsu Ten
86271SG640
Audio with SD Card
SD Card Part No.
86283SG640
86271SG650
Audio with SD Card
SD Card part No.
86283SG640
86271CA640
Audio with SD Card
SD Card Part No.
86283CA640
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 6
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Legacy/Outback
Audio Assy.
Clarion
86201AL60A
Legacy/Outback
Audio Assy.
Clarion
86201AL62A
Fujitsu Ten
86201AL66A
Display Audio
Only
Fujitsu Ten
86271AL64A
Fujitsu Ten
86271AL66A
Legacy/Outback
Audio and
Satellite Unit
Assy. w/Harman
Kardon
Face Plate ID No.
FB664UM
Legacy/Outback
Audio, Navigation
and Satellite Unit
Assy.
Face Plate ID No.
FB644US
Legacy/Outback
Audio, Navigation
and Satellite Unit
Assy. w/Harman
Kardon
Face Plate ID No.
FB664US
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 7
ILLUSTRATION
DESCRIPTION &
APPLICABILITY
MANUFACTURER
PART NUMBER
Impreza/XV
Crosstrek
Audio &
Navigation Unit
Clarion
86201FJ640
Impreza/XV
Crosstrek
Audio &
Navigation Unit
Clarion
86201FJ650
Fujitsu Ten
86201FJ660
Display Audio Only
Fujitsu Ten
86271FJ630
Impreza/XV
Crosstrek
Audio &
Navigation Unit
Face Plate ID No.
FM664UM
Impreza/XV
Crosstrek
Audio &
Navigation Unit
Face Plate ID No.
FM634US
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 8
AUDIO COMPONENT OUT-OF-WARRANTY EXCHANGE / REPAIR PROGRAM
Vehicles outside the terms of the New Car Basic or Parts Warranties may utilize the Audio
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
Chassis Model Number, ID Code and/or the Subaru Part Number (Clarion requires the
front faceplate ID Number)
Customer Complaint
Customer Last Name
Clarion: 1-800-347-8933
•
The program includes 2002 and later model years based on availability
•
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 dealer 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
dealership
•
There will be a restocking fee of 20% for all unused returned cores. Retailer will be
invoiced by Clarion and are to make payment directly to Clarion for this fee.
continued...
Bulletin Number: 15-172-14R; Date: 11/25/14
Page 9
Panasonic: 1-800-228-0473
•
The program includes 2002 and later model years based on availability
•
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 exchange 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 (https://www.fthgroupinc.com/service/
request_oem_subaru_us_dealerconfirm.php) 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 dealer 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
• The program includes 2010 and later model years based on availability
•
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 dealer 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: 15-172-14R; Date: 11/25/14
Page 10