15-317-24R

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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© 2024 Subaru of America, Inc. All rights reserved.
SERVICE BULLETIN
APPLICABILITY:
		
		
		
2016-18MY Crosstrek & Impreza
2016-18MY Forester
2016-18MY Legacy & Outback
2017-18MY WRX
SUBJECT:
		
Data Communication Module (DCM)
Warranty Extension
NUMBER: 15-317-24R
DATE:
02/27/24
REVISED:
04/12/24
INTRODUCTION:
In the interest of customer satisfaction, Subaru of America, Inc. (SOA) is extending the Data
Communication Module (DCM) Warranty from 3 years (36 months) of 36,000 miles to 8 years (96
months) or 100,000 miles, whichever comes first. In some rare cases, a customer may experience a
dead battery as a result of the DCM continually trying to access the 3G network which is no longer
available and has not received a previous DCM update.
COVERAGE UNDER EXTENSION:
Effective 02/21/2024, all affected vehicles regardless of mileage and Warranty status will be covered
for these repairs for a period of one year. All service procedures performed must be completed prior
to the expiration of the Warranty Extension.
Unsubscribed vehicles under this Warranty Extension are eligible for DCM reprogramming to
convert the DCM subscription status into “Factory” status which will reduce the dark current draw to
an expected level. This procedure is outlined in TSB 15-312-23R.
Vehicles requiring battery replacement or recharging due to a DCM excessive dark current draw
condition are eligible for battery replacement only when the DCM is determined to be the root
cause of battery failure and the battery is determined as failed by the appropriate Subaru approved
Midtronics battery test equipment. Follow the battery testing/charging procedures outlined in TSB
07-178-21R. Battery test results and a test code will be required for claim submission.
The following applies only in the event the customer specifically requests to have telematics services
enabled and commits to a two-year STARLINK subscription at their own expense. The cost of the
plan varies from $198-$298 (plus applicable taxes) depending upon the plan chosen by the customer.
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: 15-317-24R; Revised: 04/12/24
Page 1 of 10
In cases when a customer requests to subscribe for telematics services rather than have the DCM
placed into “Factory” status, a two-year paid Starlink subscription will be required. Once the
customer commits to subscribe by completing the subscription agreement, the retailer will perform
DCM reprogramming to enable 4G service at no cost to the customer. Retailer will need to reference
TSB 15-316-24 for the procedure to enable the DCM update to 4G. DCM replacement to achieve
this result is not covered under the terms of this Warranty Extension unless reprogramming fails for
a reason beyond retailer control. Always refer to the applicable Service Bulletin and review the full
requirements.
Subaru is reimbursing customers who previously paid for repair or replacement related to the DCM
Warranty Extension due to conditions that would normally have been covered if the vehicle was still
under the terms of the New Vehicle Limited Warranty. If a customer has paid to have a DCM repair
or replacement performed sometime in the past, they may be eligible for reimbursement under the
terms of this Warranty Extension.
ALWAYS perform a Vehicle Coverage Inquiry on Subarunet to determine eligibility for this Warranty
Extension before proceeding with any repairs.
WARRANTY EXTENSION FLOWCHART:
1: Customer Commitment: Once a customer expresses interest in participating in the 3G
reprogramming, inform them that ownership verification is required and obtain the signed copy of
the customer commitment form. Retailer must supply the customer with a copy of this form and
retain a copy for claim submission.
Continued...
Bulletin Number: 15-317-24R; Revised: 04/12/24
Page 2 of 10
2: Customer (Owner) Verification: Ensure the ownership of the vehicle is updated with SOA using
the CAD FAST TRACK process outlined below
1. Confirm customer’s contact information and VIN.
2. Verify that the customer’s name on their driver’s license matches the vehicle registration and
insurance card.
3. Call Retailer Direct (800-378-3377) to request the ownership update.
4. The CAD Advocate will send an email. Reply to CAD’s email with a copy of the vehicle
registration and insurance card. Do not send a copy the customer’s driver’s license. The
Advocate can then process the update.
Please be aware that this Fast Track process is for retailers only. Customers contacting CAD for an
ownership update will still need to provide a bill of sale or title to verify ownership.
DOCUMENTED COPIES:
•
Obtain clear copies of the vehicle registration, and insurance card.
○ Scan the documents and save them digitally for response to the CAD email for confirming
ownership.
3. VOLTE REPROGRAMMING:
•
The technician performs 3G reprogramming using the designated software.
IMPORTANT: Cases of multiple failed reprogramming attempts associated with a possible error
message will require DCM replacement to correct the excessive dark current/parasitic draw.
4. POST-REPROGRAMMING ACTIONS:
1. Mandatory Techline Call for SIM Activation: Immediately after the successful completion
of the DCM 3G reprogramming, contact Techline. Provide the vehicle identification number
(VIN) and confirm the reprogramming has been completed. Request Techline to activate the
SIM card associated with the DCM. Techline will confirm the successful activation before
proceeding.
2. Capacitive Discharge: Perform a capacitive discharge on the vehicle’s electrical system.
Follow the manufacturer’s recommended procedure for your specific model. This step ensures
the DCM resets and attempts to attach to the 4G network.
3. If DCM was previously “factory reset” under TSB 15-312-23R then verify subscription
status is “factory” and perform the comm check.
4. Enrollment: Once the car is returned to the customer, the customer will wait five days
before contacting STARLINK to complete enrollment.
IMPORTANT NOTES:
• Skipping the Techline call for SIM activation or failing to complete a comm check on a
“factory reset” DCM will prevent the DCM from connecting to the 4G network and will
not allow the customer to proceed with the subscription process when contacting SXM.
•
The capacitive discharge is critical to ensure the DCM recognizes the updated network
configuration.  Do not proceed with enrollment until the DCM is successfully connected
to the 4G network.
Continued...
Bulletin Number: 15-317-24R; Revised: 04/12/24
Page 3 of 10
5. SXM CUSTOMER ENROLLMENT (5 BUSINESS DAYS FROM PROGRAMMING):
•
Customer to contact SXM after 5 business days from the programing completion to finish the
enrollment process. SXM created a dedicated toll-free number: 800-327-4131.
6. CUSTOMER ENROLLMENT VERIFICATION (24 HOURS LATER):
•
SXM will verify the operation of the telematics functionality after subscribing the customer.
In the event of any concern the customer will be directed to the SOA retailer for additional
troubleshooting.
7. TELEMATICS TROUBLESHOOTING
•
If the customer VOLTE reprogramming verification fails, the retailer should confirm that the
telematics LED is illuminated, test operation using the SOS button, and test remote services.
•
If telematics is not functioning as expected, refer to STIS for additional diagnosis and seek
additional support from Techline or your DSQM.
•
Perform a parasitic draw test and Bluetooth hands-free operation test before calling Techline,
as this information is required to proceed with diagnosis and repair.
8. DOCUMENTATION:
•
Document all actions, test results, and customer communication throughout the process.
•
Maintain copies of customer information sheets and service records for future reference.
9. COMMUNICATION:
•
Keep the customer informed about the progress throughout the process, explaining any delays
or challenges encountered.
•
Ensure the customer understands the steps and the expected outcome during service
write up.
NOTES:
•
This process assumes SXM and AT&T service availability in the customer’s location.
•
Review all applicable TSBs with service staff regarding warranty extension, properly
reprogramming software, where applicable enrollment.
Following this process, retailer service centers can efficiently handle concerns associated with this
DCM Warranty Extension and when applicable assist the customer with SXM enrollment, ensuring
customer satisfaction and maximizing service efficiency.
Continued...
Bulletin Number: 15-317-24R; Revised: 04/12/24
Page 4 of 10
WARRANTY / CLAIM INFORMATION:
Labor Description
FACTORY MODE INSTALL & DARK
CURRENT DIAGNOSIS
Labor Operation #
Labor Time
B067-905
1.0
BATTERY TEST & REPLACEMENT
C800-203*
.4
C800-223
.3
Labor Description
MULTIPLE FACTORY SETTING ATTEMPTS
& DCM R&R
Labor Operation #
Labor Time
B067-251
1.4
BATTERY TEST & REPLACEMENT
C800-203
.4
C800-223
.3
Fail Code
ZQQ-42
OR
BATTERY TEST & CHARGE - NO
REPLACEMENT
Fail Code
ZQQ-43
OR
BATTERY TEST & CHARGE - NO
REPLACEMENT
*Battery test code required for claim entry
The following applies only in the event the customer specifically requests to have telematics services
enabled and commits to a two-year STARLINK subscription at their own expense.
Labor Description
Labor Operation #
Labor Time
3G SUNSET VOLTE SOFTWARE DCM SOFTWARE
UPDATE
A067-928
1.9
Fail Code
ZTX-43
3G SUNSET VOLTE SOFTWARE DCM SOFTWARE
UPDATE FAILURE / DCM REPLACEMENT
A067-904
2.3
Impreza MT with Push-Button Start & WRX/STI MT with Push-Button Start Only.
Labor Description
Labor Operation #
Labor Time
Fail Code
3G SUNSET DCM REPLACEMENT
A067-941
0.5
ZTY-43
Retailers must attach a completed copy of the Customer Commitment to Starlink form for claim
submission.
For the owners outside of the coverage but has the Warranty Extension applied:
Until the date of April 18th, 2024, preauthorization must be submitted as a Warranty-Claim type
with the authorization reason being Concern Documented Prior to Warranty Expiration. If not, the
claim will remain in Error as No Coverage Found. As of April 18th, 2024, the grace period will be
accounted within the vehicle inquiry.
Continued...
Bulletin Number: 15-317-24R; Revised: 04/12/24
Page 5 of 10
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: 15-317-24R; Revised: 04/12/24
Page 6 of 10
Customer Commitment to STARLINK Telematics Enrollment
DATA COMMUNICATION MODULE (DCM) Warranty Extension
Please complete this form to initiate your STARLINK telematics enrollment.
Customer Information:
DCM Update Date:
Customer Name:
Model Year
Phone:
Carline
Email:
Retailer Name
VIN:
Retailer Code
Please read carefully before signing.
This Customer Commitment indicates your intention to subscribe to STARLINK Telematics. This Customer Commitment must be completed to receive a DCM software update under the DCM Warranty Extension. You are not automatically enrolled in STARLINK by signing this Customer Commitment. You must
complete the following steps to subscribe to a 2-year STARLINK subscription. You are responsible for all
STARLINK subscription charges, estimated at $198-$298 (plus applicable taxes), depending on package
chosen, and due at the time of enrollment. This subscription will auto-renew annually, unless you notify us
otherwise, after the two-year term.
1. An authorized retailer will update the DATA COMMUNICATION MODULE at no cost.
2. Please ensure that the Retailer has updated the vehicle ownership using the Fast-Track Ownership
Update Process
3. Update or Create your MySubaru Account at https://www.mysubaru.com. If you need help completing this step, contact the Subaru Customer Advocacy Department at www.Subaru.com/
Contactus.
NOTE: It is important to ensure the account is setup correctly. This can be done by logging on
to the account and using the “Manage Subscription” function.
4. Wait five business days and contact STARLINK Enrollment Support, at 800-327-4131. Complete
the STARLINK subscription process. You may be temporarily unable to complete the subscription process if you contact STARLINK Enrollment Support sooner than 4 days. Your STARLINK
telematics services will be active once you complete this step. NOTE: A valid credit card, a MySubaru Account, and a PIN will be required to complete the subscription
process.
Subscription to STARLINK is your sole responsibility and must be completed directly with STARLINK
Enrollment Support. By signing this sheet, you commit to initiating the subscription process at least five
business days after the return of your vehicle. If not completed the customer agrees to allow STARLINK
Enrollment Support to contact them directly at the phone number on file to complete the subscription and
collect credit card information for STARLINK services payment.
If you have any questions, please do not hesitate to ask your service advisor.
Your signature below confirms your understanding and agreement with the terms outlined above.
Customer
Signature:
Advisor
Signature:
Print Name:
Print Name:
Date:
Date:
Please provide a copy of this page only to the customer and retain a copy for the claim submission.
Continued...
Bulletin Number: 15-317-24R; Revised: 03/01/24
Page 7 of 10
APPENDIX A
Fast-Track VIN Ownership Update Process
CAD is introducing a way to fast-track VIN ownership updates while the vehicle is in your service
drive! Now, you can call Retailer Direct while servicing the car for a quick and easy ownership
update, if necessary.
The steps are simple:
1. Confirm customer’s contact information and VIN.
2. Verify that the customer’s name on their driver’s license matches the vehicle registration and
insurance card.
3. Call Retailer Direct (800-378-3377) to request the ownership update.
4. The CAD Advocate will send an email. Reply to CAD’s email with a copy of the vehicle
registration and insurance card. Do not send a copy of the customer’s driver’s license. The
Advocate can then process the update.
Please be aware that this Fast Track process is for retailers only. Customers contacting CAD for an
ownership update will still need to provide a bill of sale or title to verify ownership.
Bulletin Number: 15-317-24R; Revised: 04/12/24
Page 8 of 10
Important Notice:
Warranty Extension for the Telematics Data Communications Module (DCM) for certain 20162018MY Legacy, Outback, Impreza, Crosstrek & Forester
2017-2018MY WRX
Dear Subaru Owner:
As part of Subaru of America’s dedication to customer satisfaction, Subaru of America, Inc. (SOA) is
announcing a Warranty Extension for the DCM on certain 2016-2018MY Legacy, Outback, Impreza,
Crosstrek and Forester vehicles and 2017-2018MY WRX vehicles.
Affected vehicles are equipped with a DCM and may experience a dead battery as a result the DCM
continually trying to access the 3G network which is no longer available and have not received a previous DCM update. This will extend coverage on vehicles sold or leased in the United States.
Please note that this is not a safety recall, and it does not impact the safety of your vehicle. If your
vehicle is operating as expected, you do not need to take your vehicle to a Subaru retailer for repairs.
NOTE: No action is required by you to receive the benefit of this warranty extension. The extension has been automatically applied to your vehicle.
DCM Warranty Extension Coverage
•
This extension will cover the costs of a DCM update to address potential excessive battery drain
and will cover the cost of a recharge or replacement of the 12V battery if it is determined the
DCM was the root cause of the dead battery. In addition, should you wish to purchase a twoyear subscription to Subaru’s STARLINK telematics service for $198 for Safety Plus or $298 for
Safety & Security Plus (excluding applicable taxes), this extension will cover the costs of reprogramming the DCM to make it compatible with the 4G network. Please notify your retailer if
you wish to purchase this two-year STARLINK subscription. The coverage period extends the
Warranty as it applies to the DCM to eight (8) years / 100,000 miles, whichever comes first from
the vehicle Warranty Start Date.
•
Inspections or repairs under this coverage period must be completed prior to the expiration of
that eight-year period, or before 100,000 miles, whichever comes first from the vehicle Warranty
Start Date.
•
Effective from the date of customer notification, ALL affected vehicles, regardless of mileage or
Warranty Start Date will be covered for a period of one (1) year.
•
All inspections and repairs must be completed prior to the expiration of this Warranty extension.
If you have questions about this notice, please contact the DCM Warranty Extension Hotline at
877-551-7149.  Additional information can be found online at:
www.subaruclaims.autosolutionteam.com
Reimbursement Eligibility
•
You may be eligible for reimbursement if you paid to have your vehicle’s DCM updated or repl
retailer.
•
You must submit your application for reimbursement within six (6) months from the date of this
letter.
To Apply for Reimbursement
Please complete the claim form online at www.subaruclaims.autosolutionteam.com and attach the required documentation listed below:
•
Attach a copy of the receipt or invoice for the repair. A copy of the repair invoice or work order
showing repair will meet this requirement. The invoice must show your vehicle model, vehicle
identification number (VIN), the name and address of the facility that completed the repair, the
cost of the repair (parts and labor), and the date the work was completed.
•
Attach proof of payment, such as a copy of the canceled check, bank statement, cash receipt, or
credit card receipt showing what you paid for the repair.
If you prefer to apply for reimbursement by mail, please send a completed Claim Reimbursement Form
and copies of the required documentation listed above to:
Subaru of America Inc.
DCM Warranty Extension
P.O. Box 9103
Camden, NJ 08103
Attn: Customer Advocacy Department
Please allow 30-45 days for the reimbursement to be processed. Failure to include proper documentation
may delay your reimbursement.
Sincerely,
Subaru of America, Inc.