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.
The 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 1-866-782-2782. 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 • Caller’s Name and Telephone Number
• Retailer Name and Address • Claim Number
• VIN - All 17 Characters • Subaru Part Number as shown in this bulletin
• Date of Vehicle Sale • Customer Complaint
• Vehicle Mileage • 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.
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. Harman exchange units arrive with a pre-paid return shipping label. 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.
• Do not disassemble any unit to retrieve a lodged CD prior to returning to the manufacturer. See
Section 8.4.9.4 of the Claims Policies & Procedures on-line manual for the policy on returning the
CD(s) to the customers.
• For the “Audio Out of Warranty Exchange / Repair Program” refer to the Added Security Section
11.2.10 or Policy Adjustment Section 12.6.1 of the Claims Policies & Procedures on-line manual.
Audio/Navigation & Power Amplifier Exchange Component
Identification and Procedures
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