COVID-19 Service Department Guide – Updates to Program

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NHTSA ID Number: 10176025

Manufacturer Communication Number: Subarunet Announ

Summary

Due to the continued impacts of the COVID-19 outbreak and customer continuing to need to shelter in place, SOA is pleased to announce an extension of the extended recall mobile repairs and use of SSLP vehicles to complete recall and customer pay repairs components of the Service Program through June 30th, 2020.

 


To: All Subaru Retailers
From: Subaru of America, Inc. – Service Operations Department
Date: May 20, 2020
Re: COVID-19 Service Department Guide – Updates to Program

 

Due to the continued impacts of the COVID-19 outbreak and customers continuing to need to shelter in place, SOA is pleased to announce an extension of the extended recall mobile repairs and use of SSLP vehicles to complete recall and customer pay repairs components of the Service Program through June 30th.

The roundtrip towing component will end as scheduled on May 31st.   Claims with a RO Start Date after May 31, 2020 will no longer be eligible for round trip towing for a recall completion**.

The following pages include a summary of the claim submission procedures for the use of the SSLP and CPO vehicles under the program and the list of recalls that can be completed as a mobile repair under the Service Program.

We hope the extension to these temporary policy adjustments beneficial in keeping your service department busy while providing your customers a valuable service as we work through this together.

Should you have additional questions, contact the Subaru Claims Helpline at 1-866-782-2782.

** As a reminder, there is a program in place for retailers to facilitate a roundtrip towing for customers with an open

Takata recall who lives more than 75 miles (round trip) away from your store.   To initiate, call the Takata Recall Repair Hotline at 1 844-373-6614 to schedule a vehicle pick up time that works with the store schedule and for the customer.  The Takata Recall representative will take it from there and coordinating the pick and delivery logistics with the customer.  The towing expense is completely handled by Subaru of America and retailers do not submit for reimbursement via claims.

Summary of Claim Submission Procedures for RNT00 Claims under Service Program 

Use of SSLP vehicles to complete recall & customer pay repairs

Scenario 1: Recall Pick up & Delivery. Retailer would bring the SSLP vehicle to the customer and drive the customer’s vehicle back to the service department to perform the open recall repairs. The retailer would submit a claim for the recall and claim $50 for use of the SSLP vehicle.  SOA will allow reimbursement of one SSLP per day, per technician, when completing multiple repairs.  Note: Requires SSLP loaner/rental agreement signed by the customer.  E signatures are permissible at the discretion of the retailer as noted in the March 23, 2020 announcement: “SSLP Program Changes in Response to COVID-19”.

 

SSLP Recall Pickup and Delivery Reimbursement

Repair order document:  Repair order should be opened for the SSLP VIN for the day in use.  Service Manager, Service Director or their designee must sign repair order in lieu of a customer signature.

Record VINs repaired while using the SSLP vehicle.

Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each customer repair completed that day.

Other: Enter $50 in rental field, and $50 in the “SOA Amount” field.   Use “SSLP” as Customer Last name and use retailer zip code in Customer Zip Code field.

 

Warranty / Claim Information for SSLP Customer Pay Reimbursement

Claim Type Labor Description Labor Operation # Labor Time Fail Code
PA Rental Only A101-102 0.0 RNT-00

 

Scenario 2: Customer Pay Pick up & Delivery.  Retailer would bring SSLP vehicle to the customer and drive the customer’s vehicle back to the service department to perform customer pay maintenance service, i.e. 30, 60, 90k or any service repair requiring 2 hours or more.  Note: Requires SSLP loaner/rental agreement signed by the customer.  E signatures are permissible at the discretion of the retailer as noted in the March 23, 2020 announcement: “SSLP Program Changes in Response to COVID-19”.

For customer pay reimbursement, the retailer would submit a policy adjustment claim using the SSLP VIN used to make pick-up and delivery repairs. The customer pay pick-up and delivery SSLP vehicle will be reimbursed at $25 per day, once per day. Fuel is not included.

 

SSLP Customer Pay Pickup and Delivery Reimbursement

Repair order document:  Repair order should be opened for the SSLP VIN for the day in use.  Service Manager, Service Director or their designee must sign repair order in lieu of a customer signature.

Record VINs repaired while using the SSLP vehicle.

Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each customer repair completed that day.

Other: Enter $25 in rental field, and $25 in the “SOA Amount” field.   Use “SSLP” as Customer Last name and use retailer zip code in Customer Zip Code field.

 

Warranty / Claim Information for SSLP Customer Pay Reimbursement

Use of CPO Vehicles for Expanded Mobile Repairs

CPO vehicle: CPO vehicles can ONLY be used for mobile recall repairs

For Retailers conducting mobile recall repairs, SOA is expanding the number of recalls eligible for remote repair from 4 to 26.  This expansion will last until June 30, 2020, after which recalls eligible for mobile repair will return to being noted in the applicable Recall Bulletin.  Refer to the full list and procedures at end of this announcement.  Existing offsite repair policies still apply – refer to section 10.5 of the Claims Policies and Procedures Manual for important requirements regarding these offsite repairs.  As stated in the manual, retailers remain responsible for complying with all applicable laws and regulations, and for ensuring adequate insurance coverage for this work.

Retailers may utilize a CPO vehicle for Technicians to drive to a customer’s home to complete the recall repair onsite.  SOA will allow a $50 reimbursement of one CPO per day, per technician, when completing multiple recall mobile repairs.

For CPO reimbursement, the retailer would submit a policy adjustment claim using the CPO VIN used onsite recall repairs. The CPO vehicle will be reimbursed at $50 per day, once per day. Fuel is not included.

 

CPO Recall Mobile Repairs Reimbursement

Repair order document:  Repair order should be opened for the CPO VIN for the day in use.  Service Manager, Service Director or their designee must sign repair order in lieu of a customer signature.  Record VINs repaired while using the CPO vehicle.

Claim Notes/Comments: Must include in the claim comments the RO/Job/VIN/Repair for each customer repair completed that day.

Other: Enter $50 in rental field, and $50 in the “SOA Amount” field.   Use “CPO” as Customer Last name and use retailer zip code in Customer Zip Code field.

 

Warranty / Claim Information for CPO Recall Mobile Repair Reimbursement 

SSLP Administration Requirements

Please be aware of the following SSLP Administration Requirements under this Program:

  • An SSLP Service loaner contract must be opened in WebDrive for both above scenarios to maintain SOA provided SSLP insurance coverage.
  • Customers must sign SSLP loaner contract for any SSLP vehicles left in their possession.
  • Each Service loaner contract opened and closed will count towards overall SSLP retailer incentive utilization and individual vin utilization.
  • The retailer must utilize Subaru SSLP vehicles; rental units from outside rental companies (ie: Enterprise, Hertz, etc.) are not eligible for the $25 per day reimbursement.
  • Each SSLP vehicle is eligible for one $25 reimbursement per day for customer paid work.

To support these temporary SSLP uses, SOA recently adjusted the incidental use policy and rental contract/agreement:

SSLP Certificate of Coverage (called “SSLP Physical Damage,” located under “Documentation” in the Arrowhead Portal)

 

List of Offsite Recall Repairs Allowed

Existing offsite repair policies still apply – refer to section 10.5 of the Claims Policies and Procedures Manual. As vehicles may have been sitting for an extended time, always confirm the charge level of the vehicle battery before attempting module programming.  The vehicle battery must have sufficient charge to start and operate.  SOA recommends for any programming related recalls that a spare, stand alone and fully charged battery be attached in parallel to the vehicle battery via jumper cables to maintain current and avoid possible ECM damage.  Do not use a jump box for programming.  Do not connect to the battery of a running vehicle as ripple voltage from the running vehicle could cause a concern.  Always confirm there are no diagnostic trouble codes (DTC) present in the module(s) being updated prior to starting any programming.

This expanded list is for the duration of the program (March 27, 2019-May 31, 2020), after which recalls eligible for mobile repair will return to being noted in the applicable Recall Bulletin.

As stated in the Claims Policies and Procedures Manual, retailers remain responsible for complying with all applicable laws and regulations, and for ensuring adequate insurance coverage for this work.  Retailers also remain solely responsible for ensuring the safety of retailer personnel, the public, and the vehicle at all times. Strict safety precautions must be followed when performing mobile repairs.  Under no circumstances should a technician be raising a vehicle or accessing the underside. The parking brake must be set during the repair in all instances and wheel chocks must be used if the work area is on an incline.  If significant unforeseen circumstances arise that cannot be easily corrected, the vehicle must be returned to the retailer.  If the circumstance raises drivability or safety concerns, the vehicle must be towed to the retailer for further repair. 

Campaign Description
WQS54 2015 Impreza, XV, Legacy, Outback EyeSight Reprogramming
WQT55 2012 Impreza ODS Occupant Control Unit
WQY60 2006-2014 TribecaHood Latch – Final Repair
WQZ61 2016 Forester, Impreza, Legacy & Outback – Telematics DCM reprogramming
WTB63 2015 Legacy/Outback Electronic Parking Brake (EPB) Reprogramming

(NOTE: WITHOUT Current Failure)

WTG67 2015 Legacy/Outback, Relay Replacement (Service Campaign)
WTH68 2015-2016 Legacy/Outback, Relay Replacement (Service Campaign)
WTK71 2010-2014 Legacy/Outback Front Wiper Motor Bottom Cover
WTN74 2017 Impreza Rearview Image
WTP75 2017 Impreza Rough Idle, No Start, Stalling
WTQ76 2015MY WRX and STI Subwoofer Overheating
WTR77 2018MY Crosstrek Incorrect Floor Mat Retention Bracket
WTS78 2018 Forester Black Edition FMVSS 110 – Incorrect Certification Label
WTT79 Impreza/Crosstrek – Low Speed Eng. Stall (Service Program)
WTW82 2018 Legacy/Outback Distance to Empty (DTE)
WTZ85 Harman B/U Rear Display
WUA86 Harman Software Update (Service Program)
WUD89 2017 Legacy/Outback Distance to Empty-DTE (Service Program)
WUE90 Brake Lamp Switch
WUF91 Replacement Ignition Switch
WUG92 Crosstrek Rear Door Glass
WUH93 2019 Leg/OB Duct Weld
WUM98 Forester ODS
WUQ02 Impreza/Crosstrek Ignition Coil Reprogramming
WUU06 ECU Reprogramming C1424 (Service Program)
WRA20/ WRC20 Rear Seat Belt Webbing Lock (Recall) – NEW

 


1 Affected Product

Vehicle

MAKE MODEL YEAR
SUBARU SUBARU 9999

 


1 Associated Document

Manufacturer Communications

To: All Subaru Retailers
From: Subaru of America, Inc. – Service Operations Department
Date: May 20, 2020
Re: COVID-19 Service Department Guide – Updates to Program

https://www.nhtsa.gov/recalls?nhtsaId=10176025

MC-10176025-0001.pdf 380.155KB

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  • 🚗【FULL OBD-LEVEL DIAGNOSTICS TOOL】: Quickly determines the cause of engine system faults, reads current, permanent and pending codes. After the repair, clears the codes and turns off the warning light. In addition, the FX2000 engine code reader also displays important OBD II advanced data such as fuel, live data and other manufacturer-specific parameters in real time to ensure that the engine ECU is operating correctly and safely, saving vehicle owners a lot of time and money in maintenance.
  • 🚙【TRANSMISSION FAULT DIAGNOSTIC TOOL】: Some noises come from the transmission? Ancel obd2 scanner will read fault codes, display live transmission system data (fluid temperature, fluid pump, clutch actuation, pressure, etc.), and ensures transmission performance is optimal for vehicle speed and load. It provides detailed TCMeBay data of the vehicle, so you can quickly and accurately find existing or potential problems.
  • 🚐【FIND OUT SRS WRONG】: ANCEL FX2000 automotive scanner is able to read and clear fault codes in the SRS (airbag) and turn off the warning light to make sure the system is working correctly and safely. This odb2 scanner also displays a live graphical data stream of the supplemental restraint system (air bag), which allows you to analyze and verify that the air bag system is working properly.
  • 🚌【ABS OBD2 SCANNER】:The FX2000 diagnostic scanner for all vehicles can read and clear the Diagnostic Trouble Codes (DTC) data stream transmitted from the ABS. By retrieving the ABS code data, the obd scanner can check the various brake components and accurately diagnose problems.

Last update on 2024-03-02 / Affiliate links / Images from Amazon Product Advertising API

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