Audio System - Radio Identification/Diagnostics
NUMBER: 15-1 02-96RDATE: 05/01/01
APPLICABILITY:
1993 to 2000MY Subaru Vehicles
SUBJECT:
Audio System Diagnosis, Identification and Exchange Procedures
This bulletin contains illustrations of Genuine Subaru Audio System face plates for model years 1993 through 2001.
SUBARU AUDIO DIAGNOSTIC REPORT
A copy of the Subaru Audio Diagnostic Report is printed on the last page of this Bulletin. It should be photocopied for use. The purpose of the Subaru Audio Diagnostic Report is to assist the Technician in the diagnosis of an audio system related complaint. The preliminary information, such as owner's name, vehicle VIN and the specific customer complaint should be completed by the Service Advisor. This will enable the Technician to check specific areas in order to isolate the cause. Note: Not all audio system complaints are related to the chassis, refer to Service Bulletin 15-91-91 for further Technical information.
A copy of the Subaru Audio Diagnostic Report should be completed and retained by the dealer for all audio system related warranty claims, Whether the audio unit is exchanged or not. If the audio chassis is exchanged, a completed report copy should be included with the return unit. If the audio chassis is not exchanged and a repair is made to the audio system, a completed report copy must be kept with the warranty claim.
AUDIO EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty, the Audio Exchange Program provides for replacement of a defective audio chassis with an exchange unit from the manufacturer. The manufacturer will supply an exchange unit, or a new unit in the case of a "New" and "In-stock" vehicle. Genuine Subaru audio systems are manufactured by Clarion and Panasonic. In the event an audio chassis requires an exchange, it is not necessary to remove the unit from the vehicle. The procedures listed below should be followed:
1. The defective chassis should remain in the vehicle until the exchange unit is installed.
2. The manufacturer and model should be identified using the applicable Subaru Audio System Diagnosis, Identification and Exchange Procedures Warranty Bulletin.
3. The applicable Service Center should be contacted. The Service Centers are open from 7 AM - 5 PM Pacific Time.
CLARION / MacIntosh PANASONIC
1-800-347-8933 1-800-228-0473
Note:
In the event the vehicle is "New " or "In-stock", inform the Service Center. A new limit will he supplied rather than an exchange unit. If the Service Center is unable to provide a new unit, immediately contact your Subaru Service Representative for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of an auto chassis with a new limit, other than units supplied through the exchange program, requires authorization from your Subaru Service Representative. An authorized code will he provided and must be included upon claim submission.
4. Provide the Service Center with the following information:
^ Dealer Code
^ Dealer Name and Address
^ VIN - All 17 Digits
^ 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
^ Customer Complaint
^ Customer Last Name
At this time, the Service Center will issue an exchange number. It is required that this number be provided upon claim submission.
Panasonic Exchange Number Example SP 00000001
Clarion / MacIntosh Exchange Number Example FS 00000001
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.
5. 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.
Note:
If the exchange unit has not been installed or the failed chassis not 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 dealer will be instructed to return the exchange unit. Failure to comply will result in a "charge back" to the dealer for the cost of the exchange unit.
CARS OUTSIDE THE TERMS Of THE BASIC NEW CAR WARRANTY YEARS 4-5, UNLIMITED MILES
Several enhancements have been made to the out-of-warranty service procedures that can be used for vehicles outside the 3 year warranty limit.
Beginning with Model Year 2000 vehicles, Clarion and Panasonic will provide a Direct Exchange program for the 4th and 5th year from original In-Service Date (regardless of mileage), providing a quick, "no hole in the dash" repair.
The additional two years of the exchange procedure are intended to enhance customer satisfaction by speeding rep airs~ but are not covered by any SOA warranty. Clarion and Panasonic offer a 90 day manufacturers warranty on exchanged units, contact the manufacturer's Service Center for claim service.
This program utilizes the existing Direct Exchange processes and procedures as explained above to provide ease of use by the dealer. The Service Center toll free phone numbers shown in the previous section, used for in-warranty exchanges, should also be used for exchanges in years 4 and 5.
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.
Dealer will be debited the cost of a replacement unit for failing to return the core within 30 days from the date the manufacturer ships the exchange unit.
After the necessary information has been provided to the Service Center; the Service Center will issue a claim number and price for the exchange unit that will be shipped within 48 hours by 2nd day air. As described in the next section, dealers will be billed for those units manufactured by Clarion. Panasonic units will be shipped COD.
Any questions regarding the status of an exchange should be directed to the appropriate Service Center using the toll free numbers shown in the preceding section. In the unusual circumstance when the remanufactured exchange unit is not used, the dealer must return the unused unit to the manufacturer within 30 days from the date the manufacturer ships the exchange unit.
CARS OUTSIDE THE TERMS Of THE BASIC NEW CAR WARRANTY YEARS 6-ON, UNLIMITED MILES
Beyond Year 5, both Panasonic and Clarion provide a Return and Repair Program for their audio products. Clarion and Panasonic offer a 90 day manufacturers warranty on repaired units~ contact the manufacturer's service center for claim service.
Any questions regarding the status of a repair should be directed to the appropriate phone number shown below.
CLARION PRODUCTS
Out of Warranty units sent to Clarion for repair can either be billed to the dealership with net 30 day terms or be prepaid with a dealership check.
^ Repairs will be completed in 7 to 10 working days
^ Return Freight is prepaid
^ Flat Rate Repair Charges by Product Type, contact the Clarion Customer Service Center below for quote.
To take advantage of these programs:
1. Simply forward your request for account billing to the Clarion address below. Ensure the request is on your dealership letterhead and includes your Subaru Dealer Code. OR
2. Send a dealership check in the flat rate amount along with the unit for prompt repair and prepaid return.
Clarion Corporation of America
Customer Service
661 West Redondo Beach Blvd
Gardena, CA 90247-4201
Phone: (800) 347-8667
Fax: (310)327-9377
PANASONIC PRODUCTS
If a customer complaint results in a verified audio failure, then remove the defective unit. Ship the unit along with the customer complaint, Dealer phone or fax number to the Panasonic location listed below. The audio unit will be checked and an estimate will be given within 72 hours of receipt of the unit. If the estimate is approved a check can be sent in or the unit can be shipped COD.
If a diagnosis can be made by the Service Center over the phone~ the repair can be expedited by sending a check with the unit in which case the unit will be repaired within 72 hours and then shipped 2nd day air to the dealer. Ship to:
Panasonic
OEM Service 16B-9
6550 Katella Avenue
Cypress, CA. 90630
Phone: (714) 373-7500
Fax: (714) 373-7049
Alternative Servicing facility for Out of Warranty
United Radio Service, Syracuse, NY also can provide out of warranty servicing for the dealership. Out of Warranty units sent to United Radio for repair will be repaired and billed to the dealership.
United Radio Service,
5705 Enterprise Parkway
Syracuse, NY 13057
1-800-448-0944
www.unitedradio.com
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