Harman Gen. 3.0 Audio and Navigation – Equipped Head Unit Warranty Extension – 2017-2018 Subaru

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Bulletin Number: 15-263-20; Date: 04/23/20 Page 1 of 6
Continued…
APPLICABILITY: 2018MY Legacy and Outback
2018MY Crosstrek 2017-18MY Impreza 2018MY BRZ
2018MY Forester
SUBJECT: Harman Gen. 3.0 Audio and Navigation – Equipped Head Unit Warranty Extension
NUMBER: 15-263-20
DATE: 04/23/20
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.
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INTRODUCTION:
In the interest of customer satisfaction, Subaru of America, Inc. (SOA) is extending the New Car Limited Warranty for the above-listed models and model years equipped with a Harman Gen. 3.0 Audio and Navigation head unit (H/U). Coverage will be extended from the original three (3) years or thirty-six thousand (36,000) miles (whichever comes first) to five (5) years / 100,000 miles. All other terms and conditions of the original warranty continue to apply. This change is in response to identified conditions involving the operation of the H/U’s Subaru STARLINK system and reflects our commitment to providing Subaru customers with confidence in the function and overall performance of their vehicle. This Warranty Extension DOES NOT cover Harman Kardon amplifier assemblies. NOTE: ALWAYS perform a Vehicle Coverage Inquiry on Subarunet to determine eligibility for this warranty extension before proceeding with any inspection or repair. See sample inquiry result below.
IMPORTANT: This Warranty Extension is subject to the same terms and conditions set forth in the New Car Limited Warranty. The Warranty Extension is only applicable to the original equipment Harman Gen. 3.0 H/U assembly or Genuine Subaru exchange H/U assemblies. It has been developed to cover any reprogramming or if necessary, replacement (exchange) of the audio or audio / navigation unit. See the individual vehicle warranty coverages for further details as outlined in the applicable Warranty and Maintenance Supplement booklet or the Claims Policies and Procedures Manual.
SERVICE BULLETIN
ATTENTION:
GENERAL MANAGER 0
PARTS MANAGER 0
CLAIMS PERSONNEL 0
SERVICE MANAGER 0
IMPORTANT – All
Service Personnel Should Read and Initial in the boxes provided, right.
© 2020 Subaru of America, Inc. All rights reserved. SERVICE PROCEDURE:
When a customer presents a vehicle for consideration of repairs to be covered by this Warranty Extension, the standard terms of the New Car Limited Warranty apply. As mentioned above, retailers must always confirm coverage before proceeding by performing a Vehicle Coverage Inquiry on Subarunet.com.
This Warranty Extension covers internal failures or software updates and does not include exchanges for damaged units. As a reminder, physically damaged units (spilled liquid, scratches, cracked screens, CD player damaged due to incorrect disc use or multiple disc insertions, etc.) are not a matter for warranty and cannot utilize the warranty or out of warranty exchange programs. Damaged units returned to the manufacturer reported as a warranty or out of warranty exchange are subject to debit for the full cost of the exchange unit along with the related shipping expenses.
Contact the SOA Claims Team with any additional coverage questions. Once the determination is made regarding coverage, if the customer concerns can be resolved by reprogramming the audio or audio / navigation unit, the retailer should use the appropriate reprogramming labor operation supplied in the applicable TSB pertaining to Harman Gen. 3.0 audio / navigation units
(15-211-17R).
NOTE: Anytime software is updated, the NEW installed software version number MUST be
recorded in the Miscellaneous Detail field of the claim submission.
An “APPENDIX” is supplied at the end of this bulletin listing the available Harman 3.0-related TSBs and links.
VERY IMPORTANT: In cases where H/U replacement is required:
• If the vehicle is WITHIN the 3/36 New Car Basic Warranty parameters, the retailer should
contact United Radio to obtain a warranty exchange unit following the normal procedures.
• If the vehicle is OUTSIDE the 3/36 New Car Basic Warranty, but falls within the parameters of this Warranty Extension, the retailer will need to contact United Radio and obtain and out of warranty exchange unit. Once the exchange unit is obtained, repair the vehicle and submit a warranty claim. No administrative fee is necessary. This same process exists with SAS and PA replacements. The only difference is, the
repair is being done under warranty due to the Warranty Extension. Since the exchange unit was obtained as an out of warranty exchange, the retailer will receive an invoice from United Radio. The retailer should pay the invoice then enter the invoice amount in the sublet field when submitting the warranty claim. Claim coding is provided in the table below.
• IMPORTANT NOTES: The exchange unit’s
MCO number located at the bottom of the UR form as shown here AND the H/U Serial Number shown below must be recorded as they BOTH will be required when submitting the warranty claim. The MCO number is to be
recorded on the Repair Order and entered into the
Miscellaneous Detail field at claim entry. Bulletin Number: 15-263-20; Date: 04/23/20 MCO Number Continued…
Page 2 of 6 • Before installing the exchange H/U, look for a small sticker with a QR code on the back side, upper left corner of the H/U. This QR code is surrounded by 4 numeric segments, together making up the Serial Number of the H/U. Record the 4-part Serial Number as shown below on the Repair Order. The H/U Serial Number is to be entered into the Claim Comments field at Claim entry. • In all cases where the audio or audio / navigation head unit is being replaced with an exchange unit, the removed failed (core) H/U must be returned to United Radio within the30-day window from the date of order. Prompt return is strongly recommended to avoid possible charge back for the full cost of the exchange unit and related shipping expenses.
• Always refer to the applicable Service Manual and review the full requirements of the repair being performed. The Service Manual procedures contain information critical to performing effective repairs the first time and every time. WARRANTY / CLAIM INFORMATION: Labor Description
Harman 3.0 Warranty Extension
Audio H/U R&R (INCLUDES diagnosis) Harman 3.0 Warranty Extension
Navigation H/U R&R (INCLUDES diagnosis) Labor Operation # A031-527 A031-627 Fail Code
ZRM-43 (Base) ZRN-43 (Mid) ZRO-43 Model Legacy / Outback Impreza / Crosstrek Legacy / Outback Impreza / Crosstrek
BRZ Labor Time
0.6
0.7
0.8
0.9
0.7 REMINDERS:
Any time software is updated, the NEW installed software version number MUST be recorded
in the Miscellaneous Detail field of the claim submission.
Any time a H/U is replaced, BOTH the exchange H/U’s MCO Number AND Serial Number
MUST be entered at claim submission.
• The MCO number is to be entered into the Miscellaneous Detail field.
• The H/U Serial Number is to be entered into the Claim Comments field. Continued…
Bulletin Number: 15-263-20; Date: 04/23/20 Page 3 of 6 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: 15-263-20; Date: 04/23/20 Page 4 of 6 APPENDIX
The following is a list of the current Harman Generation 3.0 TSBs on STIS to help Technicians reach an accurate diagnosis of a customer concern. A screenshot of the Forms / Downloads > Links page located on Subarunet is also provided for reference on the next page. Harman Generation 3.0 TSB List:
15-211-17R- Reprogramming and performing software update – Gen 3.0
15-217-18R- Amplifier Operational Concerns
15-220-18R- Apple CarPlay/Android Auto Connectivity Concerns
15-221-18R- Harman Audio/Infotainment: Harman Generation 3.0 and 3.1 Operating Tips
15-226-18R- USB Functionality Concerns and Troubleshooting
15-227-18R- Navigation System functionality concerns and troubleshooting
15-228-18- Display Screen Freeze-Up or Black (Blank) Concerns
15-229-18R- Clock related concerns and troubleshooting
15-230-18R- Bluetooth Functionality concern and troubleshooting
15-231-18R- Troubleshooting audio related concerns
15-233-18R- Display / Touch Screen “Soft Keys” – Delayed Response
15-235-18R- Harman Kardon Gen 3.0 Audio Amplifier Operational Concerns
15-240-19R- New Harman Audio Amplifiers
15-245-19R- FOTA (Firmware Over-The-Air) Reprogramming Procedure to Optimize Harman Gen 3 Audio / Navigation Units
15-248-19- Required Supplemental Procedure when Installing a NEW (NOT Exchange) Harman Gen. 3.0, 3.1 or 3.1 Alpha Head Unit
15-254-19R- Map Data Update Procedure for Harman Gen 3.0 Navigation Equipped Head Units (H/U) Additional Harman Kardon Reference Materials:
Although this Warranty Extension does NOT cover Harman Kardon amplifier assemblies, the TSBs listed below provide useful reference material along with good practices to follow when diagnosing audio system concerns.
15-217-18- Amplifier Operational Concerns
15-235-18- Harman Kardon Gen. 3.0 Audio Amplifier Operational Concerns
15-240-19R- New Harman Audio Amplifiers Continued…
Bulletin Number: 15-263-20; Date: 04/23/20 Page 5 of 6 Bulletin Number: 15-263-20; Date: 04/23/20 Page 6 of 6
Screenshot of the Subarunet Forms / Downloads Links Page:

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