2017 Audio/Navigation Exchange Component Identification And Procedures (15-204-16R)

2017 AUDIO/NAVIGATION EXCHANGE COMPONENT IDENTIFICATION AND PROCEDURES

TECHNICAL SERVICE BULLETIN

APPLICABILITY

2017 Subaru Vehicles

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.

The replacement of a new unit, other than new units supplied through the exchange program, requires authorization from a Subaru of America, Inc. Dealer 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
   • Retailer Name and Address
   • VIN - All 17 Characters
   • Date of Vehicle Sale
   • Vehicle Mileage
   • Caller's Name and Telephone Number
   • Claim Number
   • Face Plate ID Number (Clarion and Fujitsu Ten only)
   • Subaru Part Number as shown in this bulletin
   • 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.

   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 Kardon 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.

MANUFACTURERS BY COMPONENT

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 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 is returned.

SATELLITE ACTIVATION INSTRUCTIONS

EXCHANGE NUMBER EXAMPLES AND SERVICE CENTER PHONE NUMBERS FOR AUDIO/NAVIGATION

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 - Orders placed prior to 12/23/19.... (ERS#) 0000000001

Clarion Exchange Number Example - Orders place as of 12/23/19.... MCO # 1234567890 (Ten digits - all numbers)

Fujitsu Ten Exchange Number Example (Claim ID)......7YB000000

Harman Kardon (United Radio) Exchange Number Example......Orders placed prior to 7/9/19

R.A. Number 9MW741 (1 digit 2 letters 3 digits)

Harman Kardon (United Radio) Exchange Number Example......Orders placed after 7/9/19

MCO # 1234567890 (Ten Digits - All Numbers)

AUDIO SERVICE CENTER PHONE NUMBERS AND HOURS OF OPERATION

Clarion	1-800-448-0944	8am-8pm Eastern Time
Fujitsu Ten	1-800-237-5413	7am-5pm Pacific Time
Harman Kardon (United Radio)	1-800-448-0944	8am-8pm Eastern Time

VEHICLE APPLICATIONS - AUDIO/NAVIGATION

ILLUSTRATION	DESCRIPTION & APPLICABILITY	MANUFACTURER	PART NUMBER
	Forester Audio Assy. Face Plate ID Number CF658UL	Clarion	86201SG650
	Forester Audio Assembly Face Plate ID Number FF678UM	Fujitsu Ten	86201SG670 Display Audio Only
	Forester Audio Assembly Face Plate ID Number FF698UM	Fujitsu Ten	86201SG690 Display Audio Only
	Forester Audio/Navigation Assy. Face Plate ID Number FF868US	Fujitsu Ten	86271SG860
	Forester Audio/Navigation Assy. Face Plate ID Number FF878US	Fujitsu Ten	86271SG870
	Legacy/Outback Audio Assembly Face Plate ID Number CB826UL	Clarion	86201AL82A
	Legacy/Outback Audio Assembly Face Plate ID Number FB856UM	Fujitsu Ten	86201AL85A Display Audio Only
	Legacy/Outback Audio Assembly Face Plate ID Number FB876UM	Fujitsu Ten	86201AL87A Display Audio Only
	Legacy/Outback Audio/Navigation Assy. Face Plate ID Number FB856US	Fujitsu Ten	86271AL85A
	Legacy/Outback Audio/Navigation Assy. Face Plate ID Number FB876US	Fujitsu Ten	86271AL87A
	Crosstrek Audio Assembly Face Plate ID Number CM615UL	Clarion	86201FJ610
	Crosstrek Audio Assembly Face Plate ID Number CM695UL	Clarion	86201FJ690
	Crosstrek Special Edition Model Audio Assembly Face Plate ID Number CM785CL	Clarion	86201FJ780
	Crosstrek Audio Assembly Face Plate ID Number CM795CL	Clarion	86201FJ790
	Crosstrek Audio/Navigation Assy. Face Plate ID Number FM666US	Fujitsu Ten	86271FJ660
	Crosstrek Audio/Navigation Assy. Face Plate ID Number FM686US	Fujitsu Ten	86271FJ680
	Impreza 6.5 Inch Display Audio Assembly Base Level Premium Model Vehicles Six (6) Speaker App.	Harman Kardon	86201FL60A
	Impreza 6.5 Inch Display Audio Assembly Base Level Base Model Vehicles Four (4) Speaker App.	Harman Kardon	86201FL61A
	Impreza 8 Inch Display Audio Assembly Mid-Level Sport & Limited Models Six (6) Speaker App.	Harman Kardon	86201FL62A
	Impreza 8 Inch Display Audio Assembly w/Amp. Mid-Level Sport Model Vehicles w/Harman Kardon Amp. Six (6) Speaker App.	Harman Kardon	86201FL63A
	Impreza 8 Inch Display Audio/Navigation Assy. w/Amp. High-Level Limited Model Vehicles w/Harman Kardon Amp. Six (6) Speaker App.	Harman Kardon	86271FL60A
	WRX Audio Assembly Face Plate ID Number CV682UL	Clarion	86201VA680
	WRX/WRX STi Audio Assembly Face Plate ID Number FV662UM	Fujitsu Ten	86201VA660 Display Audio Only
	WRX/WRXSTi Audio Assembly Face Plate ID Number FV672UM	Fujitsu Ten	86201VA670 Display Audio Only
	WRX/WRX STi Audio Navigation Assy. Face Plate ID Number FV642US	Fujitsu Ten	86271VA640
	BRZ Audio Unit Face Plate ID Number CA645UL	Clarion	86201CA640

POWER AMPLIFIER EXCHANGE NUMBER EXAMPLE

Harman Kardon (United Radio) Exchange Number Example......Orders placed prior to 7/9/19 R.A. Number 9MW741 (1 digit 2 letters 3 digits)

Harman Kardon (United Radio) Exchange Number Example......Orders placed after 7/9/19 MCO # 1234567890 (Ten Digits - All Numbers)

POWER AMPLIFIER SERVICE CENTER CONTACT INFORMATION AND HOURS OF OPERATION

Harmon Kardon (United Radio)

1-800-448-0944

8am-8pm Eastern Time

Exchange units are ordered online using the link found in Subarunet/Service Operations & Technical/Forms/Downloads/Harman Kardon online exchange instructions

VEHICLE APPLICATIONS - POWER AMPLIFIER

ILLUSTRATION	DESCRIPTION	MANUFACTURER	PART NUMBER
	Forester Power Amplifier Assy.	Harman Kardon	86221SG110
	Legacy/Outback Power Amplifier Assy.	Harman Kardon	86221AL71A
	WRX Power Amplifier Assy.	Harman Kardon	86221VA020
	WRX/Sti Power Amplifier Assy.	Harman Kardon	86221VA030
	Impreza Power Amplifier Assy	Harman Kardon	86221FL00F
	Impreza Limited Power Amplifier Assy	Harman Kardon	86221FL01F

AUDIO/NAVIGATION & POWER AMPLIFIER COMPONENT OUT-OF-WARRANTY EXCHANGE/REPAIR PROGRAM

Vehicles outside the terms of the New Car Basic or Parts Warranties may utilize the 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

Face Plate ID Number (Clarion and Fujitsu Ten only) Subaru Part Number Customer Complaint Customer Last Name

Clarion (United Radio) 1-800-448-0944 

• Clarion exchange requests are processed by United Radio.
• Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
• Clarion offers a 1 yr. manufacturer's warranty on these exchange units
• Clarion will invoice the retailer 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 (United Radio) 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 Clarion (United Radio) and are to make payment directly to Clarion (United Radio) for this fee.

Panasonic 1-800-423-8150 

• 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 

• The Kenwood Service Center should be contacted preferably through the Kenwood Exchange Request Diagnostic Checklist 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 retailer 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 

  • 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 retailer 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.

Myron and Davis 1-866-435-6789 

• Exchange cores will be shipped via UPS Ground, 2nd Day or Next Day as per the request of the Retailer.
• Myron & Davis offers a 1 yr. manufacturer's warranty on these exchange units
• Myron & Davis will invoice the dealer for the cost of the exchange unit
• Core returns are not required. Parts must be scrapped according to the parts retention policy.
• Unused cores may be returned within 60 days for which there will be no restock fee. Unused cores returned after 60 days will be charged a 25% restock fee.
• Retailers will be invoiced by Myron & Davis and are to make payment directly to Myron & Davis for this fee.

Harman Kardon (United Radio) 1-800-448-0944 

• Harman Kardon exchange requests are processed by United Radio.
• Exchange cores will be shipped UPS Ground or 2nd Day Air within 72 hrs.
• Harman Kardon offers a 1 yr. manufacturer's warranty on these exchange units
• Harman Kardon will invoice the retailer 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 Harman Kardon (United Radio) 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 Harman Kardon (United Radio) and are to make payment directly to Harman Kardon (United Radio) for this fee.

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.

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