Audio/Entertainment/Navigation - Exchange Program: Overview
NUMBER: 15-143-10DATE: 11/04/10
APPLICABILITY: 2011MY Subaru Vehicles
SUBJECT: 2011 Exchange Component Identification and Procedures
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 Section 8.4.9 of your CDS Policies and Procedures Manual
AUDIO/FACE PLATE EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty, the Exchange Program provides for replacement of a defective audio chassis and/or faceplate 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.
Note:
DO NOT disassemble an In-Dash CD Changer to retrieve any lodged CD(s) prior to returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the CD(s) to the customers
Genuine Subaru audio Systems are manufactured by Panasonic and Clarion. McIntosh units are serviced through Clarion using the same procedures. Audio visual navigation units are manufactured by Kenwood Corporation and Fujitsu Ten Corporation. In the event an audio chassis/faceplate (and/or the power amp for McIntosh) 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 applicable Service Center should be contacted. Panasonic Service Center is open from 8 AM to 8 PM Eastern Time. Clarion Service Center is open from 8 AM to 6 PM Eastern Time.
The Kenwood Service Center should be contacted, preferably through their web site or by faxing a legible copy of the Kenwood Exchange Request Form (Section 17.9). The online exchange Form is found on Subarunet, under "Service > Forms". The Service Center is open from 9AM - 5:30PM Pacific Time. Requests arriving after 2:00PM PST are processed the following business day.
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. Fujitsu Ten will send an Audio Exchange Request form to the dealer when they fax or e-mail their request. The Subaru Advance Exchange Fax Form is found on Subarunet, under "Service> Forms". The Service Center is open from 7AM - 5PM Pacific Time. Exchange Units will be shipped to the dealer via Federal Express 2nd-day service.
Note:
In the event the vehicle is "New" and "In-stock", inform the Service Center. A new unit will be supplied rather than an exchange unit. If the Service Center is unable to provide a new unit, immediately contact a Subaru of America, Inc. Dealer Claims Specialist for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of an audio chassis/faceplate with a new unit, other than units supplied through the exchange program, requires authorization from a Subaru of America, Inc. Dealer Claims Specialist. An authorization code will be provided and must be included upon claim submission.
(3) Provide the Service Center with the following information:
Dealer Code
Dealer 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
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....SUS0000001
Clarion Exchange Number Example...(ERS#)...0000000001
Kenwood Exchange Number Example...(RMA#)...0000(0)
Fujitsu Ten Exchange/Identification Number Example... 1YB000000
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 inquires.
(4) 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 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.
