2021 Subaru Audio/Navigation & Power Amplifier Exchange Component Identification and Procedures

NHTSA ID Number: 10182215

Manufacturer Communication Number: 15-272-20R

 

Summary

This bulletin contains illustrations of exchange components and their manufacturer as well as a description of the proper exchange procedure.

 

6 Affected Products

Vehicles

MAKE	MODEL	YEAR
SUBARU	ASCENT	2021
SUBARU	FORESTER	2021
SUBARU	IMPREZA	2021
SUBARU	LEGACY	2021
SUBARU	OUTBACK	2021
SUBARU	WRX	2021

 

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NUMBER: 15-272-20R
DATE: 10/13/20

APPLICABILITY:	2021 Subaru Vehicles
SUBJECT:	2021 Audio/Navigation & Power Amplifier 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 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. 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

• The defective chassis should remain in the vehicle until the exchange unit is installed.
• 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 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.

 

• 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.

 

NOTE:  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.

 

NOTE:  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.

 

MANUFACTURERS BY COMPONENT

Audio/Satellite

 

Clarion (Faurecia Clarion Electronics): Exchange order requests are to be made via the Web Portal.  Clarion exchange requests are processed by United Radio. The United Radio Service Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.

Exchange units are ordered online using the link found in Subarunet/ Service Operations & Technical/ Forms/Downloads / Harman Kardon and Clarion Registration Instructions (urdealerservices.com) Ordering Instructions.

 

DENSO/Denso Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.   The

Exchange Fax Form is found on Subarunet/ Service Operations & Technical/ Forms/Downloads/

Denso Ten Online Exchange Instructions. Click on the website address https://www.f10ncs.com

 

Harman: Exchange order requests are to be made via the Web Portal

Harman exchange requests are processed by United Radio.  The United Radio Service Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.

Exchange units are ordered online using the link found in Subarunet/ Service Operations &

Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com) Ordering Instructions

Caution:  If swapping an audio system for diagnostic purposes, be sure the DCM remains with the original vehicle or network communications will be severed.

Caution:  SXM ESN is assigned by VIN.  Moving audio units between vehicles will disrupt SXM services.

 

Audio/Navigation/Satellite 

DENSO/Denso Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.   The Exchange Fax Form is found on Subarunet/ Service Operations & Technical/ Forms/Downloads/Denso Ten Online Exchange Instructions. Click on the website address https://www.f10ncs.com

 

Harman: Exchange order requests are to be made via the Web Portal

Harman exchange requests are processed by United Radio.  The United Radio Service Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.

Exchange units are ordered online using the link found in Subarunet/ Service Operations &

Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com) Ordering Instructions

Caution:  If swapping an audio system for diagnostic purposes, be sure the DCM remains with the original vehicle or network communications will be severed.

Caution:  SXM ESN is assigned by VIN.  Moving audio units between vehicles will disrupt SXM services.

 

Power Amplifier

Harman Kardon: Exchange order requests are to be made via the Web Portal

Harman Kardon exchange requests are processed by United Radio.  The United Radio Service Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.

Exchange units are ordered online using the link found in Subarunet/ Service Operations &

Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)

Ordering Instructions

 

RETURN OF LODGED CD

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:

• Follow the normal exchange procedures for requesting a replacement unit.
• For the lodged/CD, record a daytime telephone number where the customer can be reached and retain in customer’s file.
• 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.

 

NOTE: In the event a CD has been damaged, the manufacturer will reimburse the customer through the dealer at $15.00 per damaged CD The retailer must in turn reimburse the customer. Only commercially produced CD(s) can be included in the reimbursement program.

 

SATELLITE ACTIVATION INSTRUCTIONS

CLARION & DENSO

If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion or DENSO satellite radio, please follow the instructions below.  Going through the process will ensure that any fee for the new radio is waived and will ensure your customer continues to receive their satellite radio programming without any interruption of service.

 

Step 1. Call Sirius XM Retailer Support at 1-800-852-9696 and let the agent know you are doing a warranty exchange on a Subaru vehicle.

 

Step 2. Provide the agent with the old Radio ID and ask them to transfer the service on this radio

to the new Radio ID.  Confirm with the agent that the old Radio ID has been deactivated. (To find the Radio ID, go into satellite radio mode and tune to channel “0”, the Radio ID will display for you, it will be 8 alpha-numeric characters long). 

 

Step 3. Confirm which services you are transferring e.g. Audio only or Audio and Traffic.

 

Step 4. Ask the SXM Dealer support agent to send an activation signal to the new radio and confirm the radio is working.   Retailers can also perform a signal refresh if necessary by entering in the Radio ID into the following URL,  www.siriusxm.com/oemrefresh

NOTE: If the unit is inoperative, call Sirius XM for assistance in identifying the existing radio ID number.

 

HARMAN ONLY

All exchange units equipped with a Harman satellite radio will be reactivated by   United Radio prior to being shipped to the Retailer.

Caution:  If swapping an audio system for diagnostic purposes, be sure the DCM remains with the original vehicle or network communications will be severed.

Caution:  SXM ESN is assigned by VIN.  Moving audio units between vehicles will disrupt SXM services.

 

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 placed as of 12/23/19 ….    MCO # 1234567890 (Ten digits – all numbers)

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

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

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

 

PACKING SLIP RO NUMBER REQUIREMENT – 2020 LEGACY & OUTBACK MODELS

DENSO ONLY

Effective November 1, 2019; all DENSO Cockpit Control Units, Audio and Audio w/Navigation Multimedia Infotainment Systems will require an additional entry of the RO* character string (see image below) from the DENSO/Denso Ten exchange unit “Packing Slip” included with the delivery of every DENSO exchange unit shipped to the Retailer.  The RO field is located between the Order Date and Complaint on the Packing Slip.

*   Please do not confuse this with the Retailer repair order number.

The RO number on the DENSO/Denso Ten Packing Slip is a required entry for the Comments Field for a claim submission for an audio exchange.  This is in addition to the existing Claim Order/ Audio Exchange Number entry in the Misc. Detail field.  BOTH entries will now be required.

An example of the RO number on the DENSO/Denso Ten Packing Slip is show below.

 

VEHICLE APPLICATIONS – AUDIO/NAVIGATION

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	Ascent 6.5 Inch Multimedia Plus System Base Level Base Model Vehicle Six (6) Speakers	Harman	86201XC63A
	Ascent 8 Inch Multimedia Plus System Mid Level Premium & Limited Model Vehicles Six (6) Speakers	Harman	86201XC64A
	Ascent 8 Inch Multimedia Navigation System High Level Premium Model Vehicle Six (6) Speakers	Harman	86271XC62A
	Ascent  8 Inch Multimedia Navigation System High Level Limited & Touring Model Vehicles w/Harmon Kardon Amplifier	Harman	86271XC63A

 

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	Crosstrek 6.5 Inch Multimedia System Base Level Base Model Vehicle Four (4) Speakers	Harman	86431FL61A
	Crosstrek 6.5 Inch Multimedia Plus System Base + Premium & Sport Model Vehicle Six (6) Speakers	Harman	86431FL67A
	Crosstrek 8 Inch Multimedia Plus System Mid Level Sport, Limited & Hybrid Model Vehicle Six (6) Speakers	Harman	86431FL65A
	Crosstrek 8 Inch Multimedia Navigation System High Level Limited & Hybrid Model Vehicle Six (6) Speakers	Harman	86471FL62A

 

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	Forester 6.5 Inch Multimedia Plus System Base Level Base Model Vehicle Four (4) Speakers	Harman	86201SJ950
	Forester 6.5 Inch Multimedia Plus System Mid Level Premium & Sport Model Vehicles Six (6) Speakers	Harman	86201SJ940
	Forester 8 Inch Multimedia Plus System Mid Level Sport Model Vehicles w/ Harmon Kardon Amplifier Six (6) Speakers	Harman	86201SJ970
	Forester 8 Inch Multimedia Plus System Mid Level Limited Model Vehicles w/o Harman Kardon Amp. Seven (7) Speakers	Harman	86201SJ960

 

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	Forester 8 Inch Multimedia Navigation System High Level Limited & Touring Model Vehicle Seven (7) Speakers	Harman	86271SJ650
	Impreza 6.5 Inch Multimedia System Base Level Base Model Vehicle Four (4) Speakers	Harman	86431FL61A
	Impreza 6.5 Inch Multimedia Plus System  Mid Level Premium Model Vehicle Six (6) Speakers	Harman	86431FL67A
	Impreza 8 Inch Multimedia Plus System Mid Level Sport & Limited Model Vehicles Six (6) Speakers	Harman	86431FL65A

 

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	Impreza 8 Inch Multimedia Plus System Mid Level Sport Model Vehicle w/Harman Kardon Amplifier Six (6) Speakers	Harman	86431FL66A
	Impreza 8 Inch Multimedia Navigation System High Level Limited Model Vehicle w/Harman Kardon Amplifier Six (6) Speakers	Harman	86471FL62A
	Legacy/Outback Cockpit Control Unit Base Level Multimedia System Base Model Vehicles	DENSO	86201AN61A
	Legacy/Outback Cockpit Control Unit Mid Level Multimedia Plus System Premium, Sport, Onyx Ed. & Limited Vehicles	DENSO	86201AN66A
	Legacy/Outback Cockpit Control Unit High Level Multimedia Navigation  System Standard for: OUT/LEG Limited XT, Touring XT, & OUT Touring Option for: Premium, Sport, Onyx Ed., & Limited Vehicles	DENSO	86271AN61A

 

ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
ATTENTION! PERFORM SUFFICIENT DIAGNOSIS FOLLOWING PROCEDURES TO VALIDATE THE EXCHANGE ORDER
	Legacy/Outback Center Information Display Dual 7 Inch Display Base Level Multimedia System Base Model Vehicles	DENSO	86213AN63A
	Legacy/Outback Center Information Display 11.6 Inch Display Mid Level Multimedia Plus System & High Level Multimedia Navigation System Premium, Sport, Limited, Touring & O/B Onyx Ed. Model Vehicles	DENSO	86213AN66A
	WRX 6.5 Inch Display Audio System Base Level Base Model Vehicle Six (6) Speakers	Harman	TBD
	WRX/STi 7 Inch Display Audio System Mid Level Premium & Limited WRX Models / Base STI Model Six (6) Speakers	Harman	TBD
ILLUSTRATION	DESCRIPTION & APPICABILITY	MANUFACTURER	PART NUMBER
	WRX 7 Inch Display Audio System Mid Level Limited Model Vehicle Nine (9) Speakers	Harman	TBD
	WRX/STI 7 Inch Display Audio/Navigation System High Level Limited Model Vehicles w/Harman Kardon Amp. Nine (9) Speakers	Harman	TBD

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

 

Harman Kardon exchange requests are processed by United Radio.

Exchange units are ordered online using the link found in Subarunet/ Service Operations & Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com) Ordering Instructions

 

VEHICLE APPLICATIONS – POWER AMPLIFIER

ILLUSTRATION	DESCRIPTION	MANUFACTURER	PART NUMBER
	Ascent Power Amplifier  Assy.	Harman Kardon	86221XC01C
	Crosstrek Power Amplifier  Assy.	Harman Kardon	86221FL014
	Forester Power Amplifier Assy. Sport Model Vehicle	Harman Kardon	86221SJ002
	Forester Power Amplifier Assy. Limited & Touring Model Vehicles	Harman Kardon	86221SJ012
	Impreza Power Amplifier Assy. Sport Model Vehicle	Harman Kardon	86221FL00E
	Impreza Power Amplifier Assy. Limited Model Vehicle	Harman Kardon	86221FL01E
ILLUSTRATION	DESCRIPTION	MANUFACTURER	PART NUMBER
	Legacy/Outback  Power Amplifier Assy.	Harman Kardon	86221AN01A
	WRX Power Amplifier Assy.	Harman Kardon	TBD

 

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 Audio 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 Supplier 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 Audio/ Navi. Supplier 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   1-800-228-0473

• Exchange cores will be shipped UPS Ground within 72 hours
• Panasonic offers a 1year 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

NOTE:  Kenwood does offer an “Out of Warranty” replacement program for some of their units.  Please refer to the Kenwood Exchange Request Diagnostic Checklist under the category of Dealer Cost found in Subarunet/….. Service/…..Forms.

• 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.

 

DENSO/Denso Ten   1-800-237-5413

• Exchange cores will be shipped UPS Ground or 2^nd Day Air within 72 hrs.
• DENSO/Denso Ten offers a 1 yr. manufacturer’s warranty on these exchange units
• DENSO/Denso 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 DENSO/Denso 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 DENSO/Denso Ten and are to make payment directly to DENSO/ Denso 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.

 

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1 Associated Document

Manufacturer Communications

NUMBER: 15-272-20R
DATE: 10/13/20

https://www.nhtsa.gov/recalls?nhtsaId=10182215

MC-10182215-0001.pdf 1803.599KB

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NHTSA ID Number: 10180687

Manufacturer Communication Number: 15-272-20

 

Summary

This bulletin contains illustrations of exchange components and their manufacturer as well as a description of the proper exchange procedure.

 

1 Associated Document

Manufacturer Communications

NUMBER: 15-272-20
DATE: 09/04/20

https://www.nhtsa.gov/recalls?nhtsaId=10180687

MC-10180687-0001.pdf 1843.478KB

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