NHTSA ID Number: 10234921
Manufacturer Communication Number: 1515212R
Summary
Exchange Component Identification and prcedures
NUMBER: 15-152-12R
DATE: 01/13/12
REVISED: 08/09/13
| APPLICABILITY: | 2012MY Subaru Vehicles |
| SUBJECT: | 2012 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 Service Policies and Procedures Manual found in subarunet.
INDEX
- 8.4.9.1 Audio/Face Plate Exchange Program (pg. 1)
- 8.4.9.2 Rear Seat Entertainment Exchange Program (pg. 7)
- 8.4.9.3 Navigation System Exchange Program (pg. 10)
- 8.4.9.4 Return of CD/DVD’s Lodged in an In-Dash CD Changer or Rear Seat Entertainment Unit (pg. 13)
- 8.4.9.5 Satellite Radio Exchange Program (pg. 13)
- 8.4.9.6 Power Amplifier Exchange Program (pg. 17)
- 11.2.10 Out of Warranty Exchange / Repair Program (pg. 19)
8.4.9.1 AUDIO/FACE PLATE EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and one year Replacement Part Warranty, the Exchange Program provides for replacement of a defective audio chassis and/or faceplate with an exchange unit from the manufacturer. The manufacturer will supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle.
NOTE: DO NOT disassemble an In-Dash CD Changer to retrieve any lodged CD(s) prior to returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the CD(s) to the customers.
Genuine Subaru audio systems are manufactured by Panasonic and Clarion. Audio visual navigation units are manufactured by Kenwood Corporation and Fujitsu Ten Corporation. In the event an audio chassis/faceplate requires an exchange, it is not necessary to remove the unit from the vehicle. The procedures listed below should be followed:
(1) The defective chassis should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted.
The Panasonic Service Center may be contacted either by phone or by faxing a legible copy of the Panasonic Exchange Form (Section 17.15). The on-line Exchange Form is also found on Subarunet, under “Service > Forms”.
The Panasonic Service Center is open from 8AM to 8PM Eastern Time.
| PANASONIC | |
| SERVICE CENTER TELEPHONE | FAX TELEPHONE |
| 1-800-228-0473 | 1-800-682-8056 |
The Clarion Service Center may be contacted by phone. The Service Center is open from 8AM to 6PM Eastern.
| CLARION |
| SERVICE CENTER TELEPHONE |
| 1-800-347-8933 |
The Kenwood Service Center should be contacted, preferably through their website or by faxing a legible copy of the Kenwood Exchange Request Form (Section 17.9). The on-line Exchange Form is found in Subarunet, under Service, then Forms. The Service Center is open from 9AM – 5:30PM Pacific Time. Requests arriving after 2:00PM PST are processed the following business day.
| KENWOOD CORPORATION | ||
| ON-LINE EXCHANGE FORM | FAX TELEPHONE | SERVICE CENTER TELEPHONE |
| www.fthgroupinc.com | 1-626-333-2407 | 1-626-333-2435 |
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle owner.
| FUJITSU TEN | ||
| E-MAIL ADDRESS | FAX TELEPHONE | SERVICE CENTER TELEPHONE |
| [email protected] | 1-800-438-5410 | 1-800-237-5413 |
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please confirm the correct SD card part number is included with the unit. The correct part number combinations of SD card and head units are provided below with the illustrations.
There may be some circumstances when only a SD (memory) card may need to be exchanged. The complete process for this exchange measure is documented in Subaru Service Bulletin number 15-155-12R
NOTE: In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will be supplied rather than an exchange unit. If the Service Center is unable to provide a new unit, immediately contact a Subaru of America, Inc. Dealer Claims Specialist at 1-866-SUBARU2 for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of an audio chassis/faceplate with a new unit, other than units supplied through the exchange program, requires authorization from Subaru of America, Inc. Dealer Claims Specialist. An authorization code will be provided and must be included upon claim submission.
(3)
Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Dealer RO Number
Chassis Model Number, ID Code and/or the Subaru Part Number (Clarion requires the
front faceplate ID number)
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.
Panasonic Exchange Number Example….SUS0000001
Clarion Exchange Number Example… (ERS#)…0000000001
Kenwood Exchange Number Example… (RM#)…0000(0)
Fujitsu Ten Exchange/Claim Id Number Example … 2YB000000
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.
(4) 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 or one year Replacement Part 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 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 dealer will be instructed to return the exchange unit. Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit and/or the SD Card.
8.4.9.2. REAR SEAT ENTERTAINMENT EXCHANGE PROGRAM
Genuine Subaru Rear Seat Entertainment systems are manufactured by Panasonic (Tribeca) and Myron and Davis (Legacy and Outback).
Within the terms of the Basic New Car Warranty and the one year Replacement Part Warranty, the Audio / Rear Seat Entertainment Exchange Program through Panasonic provides for replacement of a defective rear seat entertainment unit (DVD player only) with an exchange unit from the manufacturer. Headphones and Rear Seat Entertainment remote control units are orderable through the Subaru Parts Dept. and not covered by this exchange program. Myron and Davis will provide an electronics module that includes the LCD screen and integrated DVD player. Headphones and the remote control units are also orderable through the Subaru Parts Dept. and not covered by this exchange program. The manufacturer will supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle.
In the event a rear seat entertainment unit or module requires an exchange, it is not necessary to remove the unit from the vehicle. The procedures listed below should be followed:
(1) The defective chassis should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted by either by calling their toll free number or by faxing a legible copy of the Exchange Request Form.
The Panasonic Service Center may be contacted either by phone or by faxing a legible copy of the Panasonic Exchange Form (Section 17.15). The online Exchange Form is also found on Subarunet, under Service, then Forms. The Panasonic Service Center is open from 8AM to 8PM Eastern Time.
| PANA | SONIC |
| SERVICE CENTER TELEPHONE | FAX TELEPHONE |
| 1-800-228-0473 | 1-800-682-8056 |
The Myron and Davis Service Center may be contacted by phone or by faxing a legible copy of the Myron and Davis Exchange Form (Section 17). The online Exchange Form is also found on Subarunet, under Service, then Forms. The Service Center is open from 8AM to 5PM Pacific Time.
| MYRON AND DAVIS | |
| SERVICE CENTER TELEPHONE | FAX TELEPHONE |
| 1-866-435-6789 | 1-909-796-0597 |
NOTE (1): In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will be supplied rather than an exchange unit. If the Service Center is unable to provide a new unit, immediately contact your Subaru Service Representative for further instructions.
Vehicles that have been placed in demo service should use exchange units only. Replacement of a rear seat entertainment unit with a new unit, other than units supplied through the exchange program, requires authorization from a Subaru of America, Inc. Dealer Claims Specialist at 1-866-SUBARU2. An authorization code will be provided and must be included upon claim submission.
NOTE (2): DO NOT disassemble a Rear Seat Entertainment Unit to retrieve a lodged DVD prior to returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the DVDs to the customers.
(3)
Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number
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.
PANASONIC EXCHANGE NUMBER EXAMPLE…… SUS0000001
MYRON AND DAVIS EXCHANGE NUMBER
EXAMPLE….. RA(followed by 5 numerics)
Panasonic will ship an exchange chassis along with an exchange form within 72 hours. Myron and Davis will ship an exchange module along with an exchange form same day UPS 2nd Day Air when the exchange form is received by 12:00PM PST, Monday through Friday. If the exchange chassis is not received within 5 days, call the Service Center. Provide the operator with the exchange number when making inquiries.
(4) 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 or the one year Replacement Part 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 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 dealer will be instructed to return the exchange unit. Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit.
8.4.9.3 NAVIGATION SYSTEM EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and the one year Replacement Part Warranty, the Navigation System Exchange Program provides for replacement of a defective navigation assembly and/or display screen with an exchange unit from the manufacturer. The manufacturer will supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle. Vehicles that have been placed in demo service should use exchange units only.
Note: DO NOT disassemble a Navigation Assembly to retrieve a lodged DVD prior to returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the DVD to the customer.
Genuine Subaru navigation systems are manufactured by Kenwood Corporation and Fujitsu Ten Corporation. In the event a navigation unit or display screen requires an exchange, it is not necessary to remove the unit from the vehicle. The procedures listed below must be followed:
1) The defective unit should remain in the vehicle until the exchange unit is installed.
2) The applicable Service Center should be contacted, preferably through their website or by faxing a legible copy of the Exchange Request Form.
The Kenwood Corporation may be contacted through their website or by faxing a legible copy of the Kenwood Exchange Form (Section 17.9). The on-line Exchange Form is found in Subarunet, under Service, then Forms. Service Center is open from 9 AM – 5:30 PM Pacific Time. Requests arriving after 2:00 PM PST are processed the following business day.
| KENWOOD CORPORATION | ||
| ON-LINE EXCHANGE FORM | FAX TELEPHONE | SERVICE CENTER TELEPHONE |
| www.fthgroupinc.com | 1-626-333-2407 | 1-626-333-2435 |
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle owner.
| FUJITSU TEN | ||
| E-MAIL ADDRESS | FAX TELEPHONE | SERVICE CENTER TELEPHONE |
| [email protected] | 1-800-438-5410 | 1-800-237-5413 |
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please confirm the correct SD card part number is included with the unit. The correct part number combinations of SD card and head units are provided below with the illustrations.
There may be some circumstances when only a SD (memory) card may need to be exchanged. The complete process for this exchange measure is documented in Subaru Service Bulletin number 15-155-12R.
Note: In the event the vehicle is “New” and “In-stock”, indicate this on the exchange form. A new unit will be supplied rather than an exchange unit.
3) Kenwood or Fujitsu Ten will either ship an exchange unit or reject the request by the next business day.
Upon acceptance of the Exchange Request, Kenwood or Fujitsu Ten will ship the exchange unit directly to the dealer via second day air. Documentation shipped with the unit will include an order number or an RMA Number (Kenwood) or an Exchange Number (Fujitsu Ten). It is required that these numbers are provided upon claim submission.
KENWOOD EXCHANGE NUMBER EXAMPLE… (RMA #)… 0000(0)
FUJITSU TEN EXCHANGE/ CLAIM ID NUMBER EXAMPLE… 2YB000000
If the exchange is rejected, Kenwood or Fujitsu Ten will promptly notify the dealer of reason for rejection. Kenwood or Fujitsu Ten may reject the request if the Exchange Request Form has not been properly and legibly completed.
4) The dealer must return the failed component to Kenwood or Fujitsu Ten in the same approved packaging that the exchange unit arrived in. A hard copy of the printout from the on-line order or the Exchange Request Form must be included in the core return package. Return freight charges may be claimed as sublet, provided the repair was per formed under the terms of the Basic New Car Warranty. Copies of the freight invoice should be attached to the repair order.
If replacement DVD(s) are supplied with the exchange, the original navigation DVD(s)s must accompany the returned unit or a charge will be incurred.
Failure to use proper packaging could result in a “charge back” for the cost of the exchange unit and shipping.
If the exchange component has not been installed or returned to Kenwood or Fujitsu Ten within 30 days from the receipt of the exchange unit, the dealer will receive a “charge back” for the cost of the exchange unit and/or the SD Card with shipping.
8.4.9.4. RETURN OF LODGED CD/DVD(S)
In the event a DVD/ CD(s) becomes lodged in the In-Dash CD Changer, Rear Seat Entertainment Unit or Navigation Assembly, do not disassemble the unit to retrieve the DVD/CD(s). Please use the following procedure:
(1) Follow the normal exchange procedures for requesting a replacement unit. In the case of Navigation DVDs, notify the manufacturer at the time the exchange unit is requested that the DVD is lodged in the unit. A new DVD will be supplied with the exchange unit.
(2) For all DVD/CD(s) other than Navigation DVDs, 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. DVD/CD(s) that have been successfully removed by the manufacturer will be returned directly to the dealer within 10 calendar days. It is the dealer’s responsibility to notify the customer when the DVD/CD(s) are returned.
In the event a DVD/ CD(s) has been damaged (except Navigation DVDs), the manufacturer will reimburse the customer through the dealer at $15.00 per damaged CD or $20.00 per damaged DVD. Panasonic will forward a check for this reimbursement to the dealer. The dealer must in turn reimburse the customer. Only commercially produced DVD/ CD(s) can be included in the reimbursement program.
8.4.9.5. SATELLITE RADIO EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty, and the one year Replacement Part Warranty, the Satellite Radio Exchange Program provides for replacement of a defective control module with an exchange module from the manufacturer. The manufacturer will supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle.
Genuine Subaru Satellite Radio Accessories are manufactured by Clarion. In the event the control module requires an exchange, it is not necessary to remove the unit from the vehicle.
The procedures listed below should be followed:
(1) The defective module should remain in the vehicle until the exchange unit is installed.
(2) The Clarion Service Center should be contacted. The Service Center is open from 8 AM – 6 PM Eastern Time:
| CLARION |
| 1-800-347-8933 |
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle owner
| FUJITSU TEN | ||
| E-MAIL ADDRESS | FAX TELEPHONE | SERVICE CENTER TELEPHONE |
| [email protected] | 1-800-438-5410 | 1-800-237-5413 |
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please confirm the correct SD card part number is included with the unit. The correct part number combinations of SD card and head units are provided below with the illustrations.
Note: In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will be supplied rather than an exchange unit. If the Service Center is unable to provide a new unit, immediately contact a Subaru of America, Inc. Dealer Claims Specialist at 1-866-SUBARU2 for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of the control module with a new unit, other than units supplied through the exchange program, requires authorization from Subaru of America, Inc. Dealer Claims Specialist. An authorization code will be provided and must be included upon claim submission.
(3)
Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Vehicle Year
Vehicle Model
Date of Vehicle Sale
Vehicle Mileage
Subaru Part Number
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.
Clarion Exchange Number Example….(ERS#)… 0000000001
Fujitsu Ten Exchange/Claim Id Number Example …2YB000000
An exchange module along with an exchange form will be shipped within 72 hours. If the exchange module is not received within 5 days, call the Service Center. Provide the operator with the exchange number when making inquiries.
(4) Install the exchange unit as soon as possible upon receipt. Return the defective module 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 module 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 dealer will be instructed to return the exchange unit. Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit.
Note: Activation of all subscription based services is the responsibility of the vehicle owner.
SIRIUS XM WARRANTY EXCHANGE PROCESS
If you need to perform a warranty exchange on any radio that is factory equipped with satellite radio, please follow the below instructions. Going through the below process will ensure the any fees 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 SiriusXM Dealer 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. Dealers 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 SiriusXM for assistance in identifying the existing radio ID number
8.4.9.6 POWER AMPLIFIER EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and the one year Replacement Part Warranty, the Power Amplifier Exchange Program provides for replacement of a defective amplifier with an exchange unit. All amplifiers provided through the exchange program are new units. If an exchange unit is not available from Harmon Becker, immediately contact a Subaru of America Inc. Dealer Claims Specialist at 1-866-SUBARU2. An authorization code will be provided and must be included upon claim submission.
Genuine Subaru amplifier units are manufactured by Harman Becker. In the event an amplifier assembly requires an exchange, it is not necessary to remove the unit from the vehicle. The procedures listed below should be followed:
(1) The defective unit should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted. Harman Becker Service Center is open from 8 AM to 8 PM Eastern Time.
| Harman Becker |
| 1-800-448-0944 |
(3)
Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number
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.
Harman Becker Exchange Number Example…RA999999
An exchange unit along with an exchange form and return shipping label will be shipped within 48 hours. If the exchange unit is not received within 5 days, call the Service Center. Provide the operator with the exchange number when making inquiries.
(4) Install the exchange unit as soon as possible upon receipt. Return the defective unit to the manufacturer within 30 days. All exchange units have return shipping labels included and should be returned in the same packaging the exchange unit arrived in.
If the exchange unit has not been installed or the failed unit 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 dealer will be instructed to return the exchange unit.
Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit.
11.2.10 AUDIO 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 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.
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number (Clarion requires the front faceplate ID Number)
Customer Complaint
Customer Last Name
Clarion: 1-800-347-8933
- The program includes 2002 and later model years based on availability
- Exchange cores will be shipped UPS Ground within 72 hours.
- Clarion offers a 1 year manufacturer’s warranty on these exchange units.
- Clarion will invoice the dealer for the cost of the exchange unit.
- Shipping charges for return of the core is the responsibility of the dealership.
- Cores must be returned to Clarion within 30 days
- Delinquent cores will be invoiced to SOA who in turn will issue a debit to the dealership
- There will be a restocking fee of 20% for all unused returned cores. Dealers will be invoiced by Clarion and are to make payment directly to Clarion for this fee.
Panasonic: 1-800-228-0473
• The program includes 2002 and later model years based on availability
• Exchange cores will be shipped UPS Ground within 72 hours
• Panasonic offers a 1 year manufacturer’s warranty on these exchange units.
• Dealers 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 dealership
• Cores must be returned to Panasonic within 30 days
Kenwood: 1-626-333-2435
NOTE: Kenwood does not offer an “Out of Warranty” exchange program; however, they do offer an “Out of Warranty” repair program.
- The Kenwood Service Center should be contacted preferably through their web-site www.fthgroupinc.com
- The dealer places the repair request with the Kenwood Service Center and pays a minimum analysis and shipping fee.
- The dealer 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 dealer “as is” with no additional charges.
Kenwood: 1-626-333-2435 (continued)
- If the customer agrees to the repair, Kenwood invoices the dealer and payments are to be made by the dealer directly to Kenwood.
- The Kenwood Service Center repairs the unit and returns it to the dealer.
Fujitsu Ten 1-800-237-5413
- The program includes 2010 and later model years based on availability
- 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 dealer for the cost of the exchange unit
- Shipping charges for return of the core is the responsibility of the dealership
- Cores must be returned to Fujitsu Ten within 30 days
- Delinquent cores will be invoiced to SOA who in turn will debit the dealership
- There will be a restocking fee of 20% for all unused returned cores. Dealers will be invoiced by Fujitsu Ten and are to make payment directly to Fujitsu Ten for this fee.
9 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| SUBARU | CROSSTREK | 2012 |
| SUBARU | FORESTER | 2012 |
| SUBARU | IMPREZA | 2012 |
| SUBARU | LEGACY | 2012 |
| SUBARU | OUTBACK | 2012 |
| SUBARU | TRIBECA | 2012 |
| SUBARU | WRX | 2012 |
| SUBARU | WRX STI | 2012 |
| SUBARU | XV CROSSTREK | 2012 |
1 Associated Document
Manufacturer Communications
NUMBER: 15-152-12R
DATE: 01/13/12
REVISED: 08/09/13
MC-10234921-9999.pdf 2136.795KB
NHTSA ID Number: 10234852
Manufacturer Communication Number: 1515212R
Summary
Exchange Component Identification and procedures
1 Associated Document
Manufacturer Communications
NUMBER: 15-152-12R
DATE: 01/13/12
REVISED: 06/12/13
MC-10234852-9999.pdf 2008.341KB
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- Multi Function:The Android car stereo supports mirror link functionality, allowing you to mirror your smartphone’s content onto the large screen. It also supports steering wheel controls, provides 59 UI themes to suit your preferences, and allows you to move frequently used software to the home screen for easy access. As a gift, the car stereo comes with an external microphone and an AHD rearview camera with night vision and a 170 degree viewing angle
- Matters Need Attention: This upgraded radio dash kit is for subaru outback legacy 2010 2011 2012 2013 2014. The stereo comes with an in-dash head unit, wiring harness cables and frame panel. Cable does NOT support the original car with power amplifier (Purchase If Needed). Compatible with the original car 𝐖𝐈𝐓𝐇𝐎𝐔𝐓 a screen, if your original car has a screen, you need to purchase a separate Canbus decoder box and a new power cable. In addition, it SUPPORTS the factory reversing camera
- Newest 2+64G Android 13 Car Radio: HD capacitive touch screen radio for subaru legacy outback with 1024 x 600 screen resolution, giving you an excellent visual playback experience when watching videos or navigating. Support multiple EQ options and 28 desktop themes, allows you to enjoy a superior music listening experience and switch your favorite user interface style
- Car Stereo with IOS Carplay & Android Auto: for subaru legacy outback infotainment with touchscreen and built-in wireless/wired Apple CarPlay and wireless/wired Android Auto for superior voice-assisted control and easier access to your phone features, including music, navigation, calls, notification, messages and much more (Some Samsung Phones are Restricted)
- GPS Navigation & WiFi: for subaru legacy outback radio dash kit with bluetooth contains a built-in GPS module, navigation software such as Waze and free offline maps can be used. With a WiFi/hotspot connection, the online map works perfectly, and you can also download apps from the Play Store such as YouTube, Tiktok, etc., which can enrich your car life
- Android/IOS Mirror Link: You can connect this touch screen car stereo through WiFi hotspot or original USB cable of your phone to synchronize the phone screen and for subaru legacy outback stereo head unit radio screen. This is very convenient when you use your phone's navigation function. Android supports bidirectional control, iPhone supports unidirectional control (Some Samsung Phones are Restricted)
- Replaces the original part number: Compatible with Subaru Legacy Outback 8-inch touchscreen radio screen. The TsuperU uses upgraded materials, offering superior sensitivity, high definition, high temperature resistance, and is non-bubbling and non-whitening. With this part, you won't need to go to the dealer for a replacement, as they often recommend replacing the entire radio, which could cost thousands of dollars, but is completely unnecessary. Please watch the replacement video on YT's
- EASY PROBLEM SOLVED: If your display touch screen is cracked, delaminating, bubbles, White, fogging, air holes, unresponsive, has garbled, phantom, ghosted, ghosting, dead pixels, unresponsive, or looks bad, simply replace the TsuperU 8-inch screen navigation touchscreen and it will return to its original functionality without the need for a trip to the dealership for costly repairs. One replacement is all it takes to fix the problem
- COMPATIBLE WITH SUBARU MODELS: Navigation screen fits Subaru Outback 2.5i Limited Premium Sport Touring Premier 3.6R Limited Premier Touring radio digitizer screen 2019 2018. please check the OEM number and size carefully before purchasing, There are two versions of MAP & PHONE, compare with your original parts to make sure that this touch screen fits your car. The digitizer screen for the 8-inch touchscreen radio works with both GPS-equipped radios and non-GPS radios
- EASY TO INSTALL: The product comes with adhesive, you only need to tear off the protective film to use it, easy to install. for Subaru radio screen is an exact fit for the original vehicle. For display only 86471-AL65A 86471-AL65B 86471-AL66A 86471-AL68A 86431-AL66A 86431-AL62A 86431-AL65A 86471 AL65A 86471 AL65B 86471 AL66A 86471 AL68A 86431 AL66A 86431 AL62A 86431 AL65A 86471AL65A 86471AL65B 86471AL66A 86471AL68A 86431AL66A 864734-AL66A, 86471AL76A, 86471-AL76A 864734AL66A, 864734 AL66A
- TOUCH RESPONSIVE: Touch screen meets OEM navigation system, high light transmission, high visibility, responsive, high touch accuracy. touch screen monitor is made of new upgraded material with high resolution, high clarity, more stable performance, faster response time, and has been rigorously tested to ensure a long service life, touch screen replacement
- 【Vehicle Compatibility】 The car stereo is compatible with Subaru Forester WRX Impreza 2015 2016 2017 2018(With Silver Air Vent). Please check the car console and the year before buying. If you are not clear, please provide the following details: 1. Your car's model and year, 2. A picture of your car console
- 【 Android 13 Car Radio】The head unit runs on Android 13 as its main operating system, turning your car radio into a large tablet. Featuring 2GB + 64GB of storage, it ensures smooth performance for navigation, music, and more. The 9-inch touch screen with 1280x720 resolution provides a sharp and clear display. With the Play Store preinstalled, you can install many apps after connecting to Wi-Fi,
- 【Wireless CarPlay & Android Auto】Carplay App (preinstalled) is used to enable CarPlay connectivity. Wireless CarPlay and Android Auto work seamlessly, allowing for hands-free calls, navigation, music, and app use without cables. Simply connect to your smartphone via Bluetooth/Wi-Fi/USB to access the GPS navigation system, make phone calls, enjoy music while focusing on the road through the car's CarPlay screen, having a more convenient and safer driving experience
- 【GPS Navigation & WIFI &Bluetooth】Built-in GPS module supports both offline and online navigation. When connected to WiFi, you can get real - time traffic information. You can answer/make hands-free Bluetooth phone calls, listen to Bluetooth music without distractions
- 【Bluetooth & FM/RDS Radio】This car radio replacement features built-in Bluetooth, enabling hands-free calls, phone book syncing, and wireless music streaming for a convenient and safe driving experience. The FM/RDS radio offers stable reception and allows you to preset your favorite stations, keeping you informed with real-time news, sports updates, and weather forecasts while you're on the road
Last update on 2026-06-12 / Affiliate links / Images from Amazon Product Advertising API
SEOCONTENT-START
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 1
continued…
NUMBER: 15-152-12R
DATE: 01/13/12
REVISED: 08/09/13
APPLICABILITY: 2012MY Subaru Vehicles
SUBJECT: 2012 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 Service Policies and Procedures Manual found in
subarunet.
INDEX
• 8.4.9.1 Audio/Face Plate Exchange Program (pg. 1)
• 8.4.9.2 Rear Seat Entertainment Exchange Program (pg. 7)
• 8.4.9.3 Navigation System Exchange Program (pg. 10)
• 8.4.9.4 Return of CD/DVD’s Lodged in an In-Dash CD Changer or Rear Seat
Entertainment Unit (pg. 13)
• 8.4.9.5 Satellite Radio Exchange Program (pg. 13)
• 8.4.9.6 Power Amplifier Exchange Program (pg. 17)
• 11.2.10 Out of Warranty Exchange / Repair Program (pg. 19)
8.4.9.1 AUDIO/FACE PLATE EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and one year Replacement Part Warranty, the
Exchange Program provides for replacement of a defective audio chassis and/or faceplate with
an exchange unit from the manufacturer. The manufacturer will supply an exchange unit, or a
new unit in the case of a “New” and “In-stock” vehicle.
NOTE: DO NOT disassemble an In-Dash CD Changer to retrieve any lodged CD(s) prior to
returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the CD(s) to the
customers.
Genuine Subaru audio systems are manufactured by Panasonic and Clarion. Audio visual
navigation units are manufactured by Kenwood Corporation and Fujitsu Ten Corporation. In
the event an audio chassis/faceplate requires an exchange, it is not necessary to remove the
unit from the vehicle. The procedures listed below should be followed:
continued…
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.
SUBARU OF AMERICA, INC. IS “ISO
14001 COMPLIANT”
The international standard for excellence
in Environmental Management Systems.
Please recycle or dispose of automotive
products in a manner that is friendly to our
environment and in accordance with all
local, state and federal laws and regulations.
SERVICE BULLETIN
ATTENTION:
GENERAL MANAGER q
PARTS MANAGER q
CLAIMS PERSONNEL q
SERVICE MANAGER q
IMPORTANT – All
Service Personnel
Should Read and
Initial in the boxes
provided, right.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 2
continued…
(1) The defective chassis should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted.
The Panasonic Service Center may be contacted either by phone or by faxing a legible copy
of the Panasonic Exchange Form (Section 17.15). The on-line Exchange Form is also found
on Subarunet, under “Service > Forms”.
The Panasonic Service Center is open from 8AM to 8PM Eastern Time.
PANASONIC
SERVICE CENTER TELEPHONE FAX TELEPHONE
1-800-228-0473 1-800-682-8056
The Clarion Service Center may be contacted by phone. The Service Center is open from
8AM to 6PM Eastern.
CLARION
SERVICE CENTER TELEPHONE
1-800-347-8933
The Kenwood Service Center should be contacted, preferably through their website or by
faxing a legible copy of the Kenwood Exchange Request Form (Section 17.9). The on-line
Exchange Form is found in Subarunet, under Service, then Forms. The Service Center is open
from 9AM – 5:30PM Pacific Time. Requests arriving after 2:00PM PST are processed the
following business day.
KENWOOD CORPORATION
ON-LINE EXCHANGE FORM FAX TELEPHONE SERVICE CENTER TELEPHONE
www.fthgroupinc.com 1-626-333-2407 1-626-333-2435
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru
Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service
Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer
via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle
owner.
FUJITSU TEN
E-MAIL ADDRESS FAX TELEPHONE SERVICE CENTER TELEPHONE
[email protected] 1-800-438-5410 1-800-237-5413
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along
with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please
confirm the correct SD card part number is included with the unit. The correct part number
combinations of SD card and head units are provided below with the illustrations.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 3
continued…
There may be some circumstances when only a SD (memory) card may need to be exchanged.
The complete process for this exchange measure is documented in Subaru Service Bulletin
number 15-155-12R
NOTE: In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new
unit will be supplied rather than an exchange unit. If the Service Center is unable to provide
a new unit, immediately contact a Subaru of America, Inc. Dealer Claims Specialist at
1-866-SUBARU2 for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of an audio chassis/faceplate with a new unit, other than units supplied through
the exchange program, requires authorization from Subaru of America, Inc. Dealer Claims
Specialist. An authorization code will be provided and must be included upon
claim submission.
(3) Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Dealer RO Number
Chassis Model Number, ID Code and/or the Subaru Part Number (Clarion requires the
front faceplate ID number)
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.
Panasonic Exchange Number Example….SUS0000001
Clarion Exchange Number Example… (ERS#)…0000000001
Kenwood Exchange Number Example… (RM#)…0000(0)
Fujitsu Ten Exchange/Claim Id Number Example … 2YB000000
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.
(4) 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 or one
year Replacement Part Warranty. Copies of the freight invoice should be attached to the
repair order.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 4
continued…
If the exchange unit has not been installed or the failed chassis 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 dealer will be instructed to return the exchange unit.
Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit
and/or the SD Card.
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy / Outback
Type A AM/FM
Single disc CD
player
Panasonic 86201AJ64A
Audio Unit Only
Legacy / Outback
Navigation &
Audio Complete
Head Unit (AVN)
(Pre production
vehicles prior to
4-21-11)
Kenwood 86271AJ60A
Legacy / Outback
Navigation &
Audio Complete
Head Unit (AVN)
(Production
vehicles after
4-21-11)
Kenwood 86271AJ60B
Black plate (192,1)
北米Model “A2480BE-A” EDITED: 2011/ 7/ 26
5-6 Audio
& Type B audio set (if equipped) The audio set will operate only when the
ignition switch is in the “Acc” or “ON”
position.
. Power and audio controls: refer to page
5-8
. Radio operation: refer to page 5-12
. Satellite radio operation (if equipped):
refer to page 5-19
. CD (compact disc) player operation:
refer to page 5-23
. Auxiliary input jack: refer to page 5-30
. USB storage device/iPod® operation:
refer to page 5-33
. Bluetooth® audio: refer to page 5-43
. Hands-free system: refer to page 5-49
Legacy / Outback
Type B AM/FM
Single Disc CD
player
Clarion 86201AJ61A Black plate (193,1)
北米Model “A2480BE-A” EDITED: 2011/ 7/ 26
& Type C audio set (if equipped) The audio set will operate only when the
ignition switch is in the “Acc” or “ON”
position.
. Power and audio controls: refer to page
5-8
. Radio operation: refer to page 5-12
. Satellite radio operation (if equipped):
refer to page 5-19
. CD (compact disc) player operation:
refer to page 5-23
. Auxiliary input jack: refer to page 5-30
. USB storage device/iPod® operation:
refer to page 5-33
. Bluetooth® audio: refer to page 5-43
. Hands-free system: refer to page 5-49
NOTE
HD Radio Technology should be included
as a feature in the type C audio.
Audio 5-7
5 Legacy/Outback
Type C AM/FM
Single Disc CD
Player (Display
Type) SAT
Panasonic
86201AJ62A
Audio/Faceplate
Assembly
Return of Assembly
Includes Harness
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 5
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
WRX / STi Type
B, Single Disc
CD, Bluetooth,
USB
Clarion 86201FG620
Black plate (231,1)
北米Model “A1120BE-B” EDITED: 2011/ 10/ 28
& Type A audio set (if equipped) The audio set will operate only when the
ignition switch is in the “ACC” or “ON”
position.
. Power and audio controls: refer to page
5-8
. Radio operation: refer to page 5-12
. CD (compact disc) player operation:
refer to page 5-17
. Auxiliary input jack: refer to page 5-23
Audio 5-5
– CONTINUED –
5
Impreza Type A
AM/FM Single
Disc CD Player
Clarion 86201FJ600
Black plate (232,1)
北米Model “A1120BE-B” EDITED: 2011/ 10/ 28
5-6 Audio
& Type B audio set (if equipped) The audio set will operate only when the
ignition switch is in the “ACC” or “ON”
position.
. Power and audio controls: refer to page
5-8
. Radio operation: refer to page 5-12
. CD (compact disc) player operation:
refer to page 5-17
. Auxiliary input jack: refer to page 5-23
. USB storage device/iPod® operation:
refer to page 5-26
. Bluetooth® audio: refer to page 5-34
. Hands-free system: refer to page 5-36
Impreza Type B
AM/FM Single
Disc CD Player,
Bluetooth, USB
Clarion 86201FJ620
Black plate (233,1)
北米Model “A1120BE-B” EDITED: 2011/ 10/ 28
& Type C audio set (if equipped) The audio set will operate only when the
ignition switch is in the “ACC” or “ON”
position.
. Power and audio controls: refer to page
5-8
. Radio operation: refer to page 5-12
. CD (compact disc) player operation:
refer to page 5-17
. Auxiliary input jack: refer to page 5-23
. USB storage device/iPod® operation:
refer to page 5-26
. Bluetooth® audio: refer to page 5-34
. Hands-free system: refer to page 5-36
Audio 5-7
Impreza Type C 5
AM/FM Single
Disc CD Player
(Display Type)
Clarion 86201FJ630
WRX / STi Audio
& Navigation
Unit Assembly
w/ XM built-in
Face Plate ID No.
FW602US
Fujitsu Ten
86271FG600/601
Audio with SD Card
SD Card Part No.
86283FG600
Impreza Audio &
Navigation Unit
Assembly
w/ XM built-in
Face Plate ID No.
FM601US
Fujitsu Ten
86271FJ600/601
Audio with SD Card
SD Card Part No.
86283FJ600
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 6
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Forester Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FP606US
Fujitsu Ten
86271SC600/601
Audio with SD Card
SD Card Part No.
86271SC600
Impreza/Forester
Audio Head Unit
Fujitsu Ten
(Tom Tom) H001SSC810
Black plate (183,1)
北米Model “A8170BE-A” EDITED: 2011/ 6/ 24
& Type A audio set (if equipped) The audio set will operate only when the
ignition switch is in the “Acc” or “ON”
position.
. Power and audio controls: refer to page
5-9
. Radio operation: refer to page 5-13
. Satellite radio operation (if equipped):
refer to page 5-18
. CD (compact disc) player operation:
refer to page 5-22
. Auxiliary input jack: refer to page 5-29
Audio 5-5
– CONTINUED –
5
Forester Type
A Audio, Single
Disc CD Player
Clarion 86201SC601
Black plate (185,1)
北米Model “A8170BE-A” EDITED: 2011/ 6/ 24
& Type C audio set (if equipped) The audio set will operate only when the
ignition switch is in the “Acc” or “ON”
position.
. Power and audio controls: refer to page
5-9
. Radio operation: refer to page 5-13
. Satellite radio operation (if equipped):
refer to page 5-18
. CD (compact disc) player operation:
refer to page 5-22
. Auxiliary input jack: refer to page 5-29
. USB storage device/iPod® operation:
refer to page 5-32
. Bluetooth® audio device: refer to page
5-40
. Hands-free system: refer to page 5-42
Audio 5-7
– CONTINUED –
Forester Type C 5
AM/FM, Single
Disc CD Player,
Bluetooth, USB
Clarion 86201SC620
Black plate (186,1)
北米Model “A8170BE-A” EDITED: 2011/ 6/ 24
5-8 Audio
& Type D audio set (if equipped) The audio set will operate only when the
ignition switch is in the “Acc” or “ON”
position.
. Power and audio controls: refer to page
5-9
. Radio operation: refer to page 5-13
. Satellite radio operation (if equipped):
refer to page 5-18
. CD (compact disc) player operation:
refer to page 5-22
. Auxiliary input jack: refer to page 5-29
. USB storage device/iPod® operation:
refer to page 5-32
. Bluetooth® audio device: refer to page
5-40
. Hands-free system: refer to page 5-42
Forester Type D
Audio Display
Single Disc
CD Player,
Bluetooth, USB
Clarion 86201SC630
Tribeca Type A
AM/FM single
Disc CD player
MP3 SAT
Panasonic 86213XA15A
Face Plate Only
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 7
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Tribeca Type B
AM/FM 6 Disc
CD changer MP3
SAT
Panasonic 86213XA04A
Face Plate Only
Tribeca Type A
AM/FM Single
disc CD Player
MP3 SAT
Panasonic 86201XA15C
Audio Unit Only
Tribeca Type B
AM/FM 6 disc
CD changer MP3
SAT
Panasonic 86201XA17A
Audio Unit Only
8.4.9.2. REAR SEAT ENTERTAINMENT EXCHANGE PROGRAM
Genuine Subaru Rear Seat Entertainment systems are manufactured by Panasonic (Tribeca)
and Myron and Davis (Legacy and Outback).
Within the terms of the Basic New Car Warranty and the one year Replacement Part Warranty,
the Audio / Rear Seat Entertainment Exchange Program through Panasonic provides for
replacement of a defective rear seat entertainment unit (DVD player only) with an exchange
unit from the manufacturer. Headphones and Rear Seat Entertainment remote control units
are orderable through the Subaru Parts Dept. and not covered by this exchange program.
Myron and Davis will provide an electronics module that includes the LCD screen and
integrated DVD player. Headphones and the remote control units are also orderable through
the Subaru Parts Dept. and not covered by this exchange program. The manufacturer will
supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle.
In the event a rear seat entertainment unit or module requires an exchange, it is not necessary
to remove the unit from the vehicle. The procedures listed below should be followed:
(1) The defective chassis should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted by either by calling their toll free
number or by faxing a legible copy of the Exchange Request Form.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 8
continued…
The Panasonic Service Center may be contacted either by phone or by faxing a legible copy
of the Panasonic Exchange Form (Section 17.15). The online Exchange Form is also found
on Subarunet, under Service, then Forms. The Panasonic Service Center is open from 8AM to
8PM Eastern Time.
PANASONIC
SERVICE CENTER TELEPHONE FAX TELEPHONE
1-800-228-0473 1-800-682-8056
The Myron and Davis Service Center may be contacted by phone or by faxing a legible copy
of the Myron and Davis Exchange Form (Section 17). The online Exchange Form is also
found on Subarunet, under Service, then Forms. The Service Center is open from 8AM to
5PM Pacific Time.
MYRON AND DAVIS
SERVICE CENTER TELEPHONE FAX TELEPHONE
1-866-435-6789 1-909-796-0597
NOTE (1): In the event the vehicle is “New” and “In-stock”, inform the Service Center.
A new unit will be supplied rather than an exchange unit. If the Service Center is unable
to provide a new unit, immediately contact your Subaru Service Representative for further
instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of a rear seat entertainment unit with a new unit, other than units supplied
through the exchange program, requires authorization from a Subaru of America, Inc. Dealer
Claims Specialist at 1-866-SUBARU2. An authorization code will be provided and must be
included upon claim submission.
NOTE (2): DO NOT disassemble a Rear Seat Entertainment Unit to retrieve a lodged DVD
prior to returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the
DVDs to the customers.
(3) Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number
Customer Complaint
Customer Last Name
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 9
continued…
At this time, the Service Center will issue an exchange number. It is required that this number
be provided upon claim submission.
PANASONIC EXCHANGE NUMBER EXAMPLE…… SUS0000001
MYRON AND DAVIS EXCHANGE NUMBER
EXAMPLE….. RA(followed by 5 numerics)
Panasonic will ship an exchange chassis along with an exchange form within 72 hours.
Myron and Davis will ship an exchange module along with an exchange form same day UPS
2nd Day Air when the exchange form is received by 12:00PM PST, Monday through Friday.
If the exchange chassis is not received within 5 days, call the Service Center. Provide the
operator with the exchange number when making inquiries.
(4) 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 or the one year
Replacement Part 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 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 dealer will be instructed to return the
exchange unit. Failure to comply will result in a “charge back” to the dealer for the cost of the
exchange unit.
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Tribeca
Rear Seat DVD
unit Gray
RC1
Panasonic 86255XA00BMV
Tribeca
Rear Seat DVD
unit Beige
RC1
Panasonic 86255XA00BEU
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 10
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy / Outback
Headrest
DVD Monitor
Assembly (Left
or Right)
Myron and Davis H001SAJ320
Legacy / Outback
Aii Module Myron and Davis H001SAJ370
8.4.9.3 NAVIGATION SYSTEM EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and the one year Replacement Part
Warranty, the Navigation System Exchange Program provides for replacement of a defective
navigation assembly and/or display screen with an exchange unit from the manufacturer. The
manufacturer will supply an exchange unit, or a new unit in the case of a “New” and “In-stock”
vehicle. Vehicles that have been placed in demo service should use exchange units only.
Note: DO NOT disassemble a Navigation Assembly to retrieve a lodged DVD prior to
returning to the manufacturer. See Section 8.4.9.4 for the policy on returning the DVD to the
customer.
Genuine Subaru navigation systems are manufactured by Kenwood Corporation and Fujitsu
Ten Corporation. In the event a navigation unit or display screen requires an exchange, it
is not necessary to remove the unit from the vehicle. The procedures listed below must be
followed:
1) The defective unit should remain in the vehicle until the exchange unit is installed.
2) The applicable Service Center should be contacted, preferably through their website or by
faxing a legible copy of the Exchange Request Form.
The Kenwood Corporation may be contacted through their website or by faxing a legible
copy of the Kenwood Exchange Form (Section 17.9). The on-line Exchange Form is found in
Subarunet, under Service, then Forms. Service Center is open from 9 AM – 5:30 PM Pacific
Time. Requests arriving after 2:00 PM PST are processed the following business day.
KENWOOD CORPORATION
ON-LINE EXCHANGE FORM FAX TELEPHONE SERVICE CENTER TELEPHONE
www.fthgroupinc.com 1-626-333-2407 1-626-333-2435
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru
Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service
Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer
via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle
owner.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 11
continued…
FUJITSU TEN
E-MAIL ADDRESS FAX TELEPHONE SERVICE CENTER TELEPHONE
[email protected] 1-800-438-5410 1-800-237-5413
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along
with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please
confirm the correct SD card part number is included with the unit. The correct part number
combinations of SD card and head units are provided below with the illustrations.
There may be some circumstances when only a SD (memory) card may need to be exchanged.
The complete process for this exchange measure is documented in Subaru Service Bulletin
number 15-155-12R.
Note: In the event the vehicle is “New” and “In-stock”, indicate this on the exchange
form. A new unit will be supplied rather than an exchange unit.
3) Kenwood or Fujitsu Ten will either ship an exchange unit or reject the request by the
next business day.
Upon acceptance of the Exchange Request, Kenwood or Fujitsu Ten will ship the exchange
unit directly to the dealer via second day air. Documentation shipped with the unit will include
an order number or an RMA Number (Kenwood) or an Exchange Number (Fujitsu Ten). It is
required that these numbers are provided upon claim submission.
KENWOOD EXCHANGE NUMBER EXAMPLE… (RMA #)… 0000(0)
FUJITSU TEN EXCHANGE/ CLAIM ID NUMBER EXAMPLE… 2YB000000
If the exchange is rejected, Kenwood or Fujitsu Ten will promptly notify the dealer of reason
for rejection. Kenwood or Fujitsu Ten may reject the request if the Exchange Request Form
has not been properly and legibly completed.
4) The dealer must return the failed component to Kenwood or Fujitsu Ten in the same
approved packaging that the exchange unit arrived in. A hard copy of the printout from
the on-line order or the Exchange Request Form must be included in the core return
package. Return freight charges may be claimed as sublet, provided the repair was per
formed under the terms of the Basic New Car Warranty. Copies of the freight invoice
should be attached to the repair order.
If replacement DVD(s) are supplied with the exchange, the original navigation DVD(s)s
must accompany the returned unit or a charge will be incurred.
Failure to use proper packaging could result in a “charge back” for the cost of the exchange
unit and shipping.
If the exchange component has not been installed or returned to Kenwood or Fujitsu Ten
within 30 days from the receipt of the exchange unit, the dealer will receive a “charge back”
for the cost of the exchange unit and/or the SD Card with shipping.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 12
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy / Outback
Navigation &
Audio Complete
Head Unit (AVN)
(Pre-production
vehicles prior to
4-21-11)
Kenwood 86271AJ60A
Legacy / Outback
Navigation &
Audio Complete
Head Unit
(Production as
of 4-21-11)
Kenwood 86271AJ60B
Tribeca
Navigation Unit Kenwood 86271XA00A
Tribeca
Navigation
Display
Kenwood 86281XA05B
WRX / STi
Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FW602US
Fujitsu Ten
86271FG600/601
Navigation with SD
Card
SD Card Part No.
86283FG600
Impreza Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FM601US
Fujitsu Ten
86271FJ600/601
Navigation with SD
Card
SD Card Part No.
86283FJ600
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 13
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Forester Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FP606US
Fujitsu Ten
86271SC600/601
Navigation with SD
Card
SD Card Part No.
86283SC600
Impreza /
Forester
Portable
Navigation
Device
Fujitsu Ten
(Tom Tom) H001SSC820
8.4.9.4. RETURN OF LODGED CD/DVD(S)
In the event a DVD/ CD(s) becomes lodged in the In-Dash CD Changer, Rear Seat
Entertainment Unit or Navigation Assembly, do not disassemble the unit to retrieve the DVD/
CD(s). Please use the following procedure:
(1) Follow the normal exchange procedures for requesting a replacement unit. In the case of
Navigation DVDs, notify the manufacturer at the time the exchange unit is requested that
the DVD is lodged in the unit. A new DVD will be supplied with the exchange unit.
(2) For all DVD/CD(s) other than Navigation DVDs, 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. DVD/CD(s)
that have been successfully removed by the manufacturer will be returned directly to the
dealer within 10 calendar days. It is the dealer’s responsibility to notify the customer
when the DVD/CD(s) are returned.
In the event a DVD/ CD(s) has been damaged (except Navigation DVDs), the manufacturer
will reimburse the customer through the dealer at $15.00 per damaged CD or $20.00 per
damaged DVD. Panasonic will forward a check for this reimbursement to the dealer. The
dealer must in turn reimburse the customer. Only commercially produced DVD/ CD(s) can be
included in the reimbursement program.
8.4.9.5. SATELLITE RADIO EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty, and the one year Replacement Part
Warranty, the Satellite Radio Exchange Program provides for replacement of a defective
control module with an exchange module from the manufacturer. The manufacturer will
supply an exchange unit, or a new unit in the case of a “New” and “In-stock” vehicle.
Genuine Subaru Satellite Radio Accessories are manufactured by Clarion. In the event the
control module requires an exchange, it is not necessary to remove the unit from the vehicle.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 14
continued…
The procedures listed below should be followed:
(1) The defective module should remain in the vehicle until the exchange unit is installed.
(2) The Clarion Service Center should be contacted. The Service Center is open
from 8 AM – 6 PM Eastern Time:
CLARION
1-800-347-8933
The Fujitsu Ten Service Center may be contacted by phone, fax or e-mail. The Subaru
Advance Exchange Fax Form is found in Subarunet, under Service, then Forms. The Service
Center is open from 7AM – 5PM Pacific Time. Exchange Units will be shipped to the dealer
via 2nd-day service.
Note: Activation of all XM subscription based services is the responsibility of the vehicle
owner
FUJITSU TEN
E-MAIL ADDRESS FAX TELEPHONE SERVICE CENTER TELEPHONE
[email protected] 1-800-438-5410 1-800-237-5413
SPECIAL NOTE: Audio/Navigation Unit SD (memory) Cards must be returned along
with the complete unit itself for all exchange transactions made with Fujitsu Ten. Please
confirm the correct SD card part number is included with the unit. The correct part number
combinations of SD card and head units are provided below with the illustrations.
Note: In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new
unit will be supplied rather than an exchange unit. If the Service Center is unable to provide
a new unit, immediately contact a Subaru of America, Inc. Dealer Claims Specialist at
1-866-SUBARU2 for further instructions.
Vehicles that have been placed in demo service should use exchange units only.
Replacement of the control module with a new unit, other than units supplied through the
exchange program, requires authorization from Subaru of America, Inc. Dealer Claims
Specialist. An authorization code will be provided and must be included upon claim
submission.
(3) Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Vehicle Year
Vehicle Model
Date of Vehicle Sale
Vehicle Mileage
Subaru Part Number
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.
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 15
continued…
Clarion Exchange Number Example….(ERS#)… 0000000001
Fujitsu Ten Exchange/Claim Id Number Example …2YB000000
An exchange module along with an exchange form will be shipped within 72 hours. If the
exchange module is not received within 5 days, call the Service Center. Provide the operator
with the exchange number when making inquiries.
(4) Install the exchange unit as soon as possible upon receipt. Return the defective module 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 module 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 dealer will be instructed to return the
exchange unit. Failure to comply will result in a “charge back” to the dealer for the cost of the
exchange unit.
Note: Activation of all subscription based services is the responsibility of the vehicle owner.
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy / Outback
Sirius Satellite
Tuner Module
Clarion H621SFG021
Forester /
Impreza
Sirius Satellite
Tuner Module
Clarion H621SFG020
Legacy / Outback
/ Impreza /
Forester
XM Satellite
Tuner Module
Clarion H621SXA120
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 16
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Tribeca
XM Satellite
Tuner Module
Clarion H621SXA010
Legacy / Outback
XM Satellite
Tuner Module
Clarion 86241AJ01A
WRX Navigation
Satellite Tuner
Module
Clarion 86241FG001
WRX/STi Audio
& Navigation
Unit Assembly
w/ XM built-in
Face Plate ID No.
FW602US
Fujitsu Ten
86271FG600/601
Audio with SD Card
SD Card Part No.
86283FG600
Impreza Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FM601US
Fujitsu Ten
86271FJ600/601
Audio with SD Card
SD Card Part No.
86283FJ600
Forester Audio &
Navigation Unit
Assembly w/ XM
built-in
Face Plate ID No.
FP606US
Fujitsu Ten
86271SC600/601
Audio with SD Card
Exchange
SD Card Part No.
86283SC600
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 17
continued…
SIRIUS XM WARRANTY EXCHANGE PROCESS
If you need to perform a warranty exchange on any radio that is factory equipped with
satellite radio, please follow the below instructions. Going through the below process will
ensure the any fees 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 SiriusXM Dealer 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. Dealers 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 SiriusXM for assistance in identifying the existing radio
ID number
8.4.9.6 POWER AMPLIFIER EXCHANGE PROGRAM
Within the terms of the Basic New Car Warranty and the one year Replacement Part Warranty,
the Power Amplifier Exchange Program provides for replacement of a defective amplifier with
an exchange unit. All amplifiers provided through the exchange program are new units. If an
exchange unit is not available from Harmon Becker, immediately contact a Subaru of America
Inc. Dealer Claims Specialist at 1-866-SUBARU2. An authorization code will be provided
and must be included upon claim submission.
Genuine Subaru amplifier units are manufactured by Harman Becker. In the event an amplifier
assembly requires an exchange, it is not necessary to remove the unit from the vehicle. The
procedures listed below should be followed:
(1) The defective unit should remain in the vehicle until the exchange unit is installed.
(2) The applicable Service Center should be contacted. Harman Becker Service Center
is open from 8 AM to 8 PM Eastern Time.
Harman Becker
1-800-448-0944
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 18
continued…
(3) Provide the Service Center with the following information:
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number
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.
Harman Becker Exchange Number Example…RA999999
An exchange unit along with an exchange form and return shipping label will be shipped
within 48 hours. If the exchange unit is not received within 5 days, call the Service Center.
Provide the operator with the exchange number when making inquiries.
(4) Install the exchange unit as soon as possible upon receipt. Return the defective unit to the
manufacturer within 30 days. All exchange units have return shipping labels included and
should be returned in the same packaging the exchange unit arrived in.
If the exchange unit has not been installed or the failed unit 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 dealer will be instructed to return the exchange unit.
Failure to comply will result in a “charge back” to the dealer for the cost of the exchange unit.
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy Power
Amplifier
Assembly
(Base Models)
Harman Kardon 86221AJ20A
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 19
continued…
ILLUSTRATION DESCRIPTION MANUFACTURER PART NUMBER
Legacy Power
Amplifier
Assembly
(Limited Models)
Harman Kardon 86221AJ21A
Tribeca Power
Amplifier
Assembly
(Limited and
Touring Models)
Harmon Kardon 86221XA20A
11.2.10 AUDIO 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 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.
Dealer Code
Dealer Name and Address
VIN – All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Chassis Model Number, ID Code and/or the Subaru Part Number (Clarion requires the
front faceplate ID Number)
Customer Complaint
Customer Last Name
Bulletin Number: 15-152-12R; Date: 08/09/13 Page 20
Clarion: 1-800-347-8933
• The program includes 2002 and later model years based on availability
• Exchange cores will be shipped UPS Ground within 72 hours.
• Clarion offers a 1 year manufacturer’s warranty on these exchange units.
• Clarion will invoice the dealer for the cost of the exchange unit.
• Shipping charges for return of the core is the responsibility of the dealership.
• Cores must be returned to Clarion within 30 days
• Delinquent cores will be invoiced to SOA who in turn will issue a debit
to the dealership
• There will be a restocking fee of 20% for all unused returned cores. Dealers will
be invoiced by Clarion and are to make payment directly to Clarion for this fee.
Panasonic: 1-800-228-0473
• The program includes 2002 and later model years based on availability
• Exchange cores will be shipped UPS Ground within 72 hours
• Panasonic offers a 1 year manufacturer’s warranty on these exchange units.
• Dealers 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 dealership
• Cores must be returned to Panasonic within 30 days
Kenwood: 1-626-333-2435
NOTE: Kenwood does not offer an “Out of Warranty” exchange program; however, they do
offer an “Out of Warranty” repair program.
• The Kenwood Service Center should be contacted preferably through
their web-site www.fthgroupinc.com
• The dealer places the repair request with the Kenwood Service Center and pays
a minimum analysis and shipping fee.
• The dealer 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 dealer
“as is” with no additional charges.
Kenwood: 1-626-333-2435 (continued)
• If the customer agrees to the repair, Kenwood invoices the dealer and payments are
to be made by the dealer directly to Kenwood.
• The Kenwood Service Center repairs the unit and returns it to the dealer.
Fujitsu Ten 1-800-237-5413
• The program includes 2010 and later model years based on availability
• 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 dealer for the cost of the exchange unit
• Shipping charges for return of the core is the responsibility of the dealership
• Cores must be returned to Fujitsu Ten within 30 days
• Delinquent cores will be invoiced to SOA who in turn will debit the dealership
• There will be a restocking fee of 20% for all unused returned cores. Dealers will be
invoiced by Fujitsu Ten and are to make payment directly to Fujitsu Ten for this fee.
SEOCONTENT-END
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