January 2015 Andrea Gerace
Contents
1. WHITISH DISCOLORATION DEPOSITS ON FRONT DOOR PANELS 2012MY AND LATER IMPREZA AND XV CROSSTREK 2015 WRX AND STI If you receive a customer concern of a whitish discoloration found on the front interior door trim panels m Common areas for it is most likely a by product of the hoa y the whitish deposits to accumulate scratch prevention agent used in the front door trim material If the vehicle has been in storage fora period of time or unused with all the windows closed a lack of air circulation in the cabin can cause deposits to form on the front door trim panel surfaces in the areas shown in the photo below Use a clean detailing cloth wet with plain water to remove the deposits After the surface dries confirm all the deposits have been removed Should any deposits remain repeat the process again Make sure the cloth is wet as using a dry cloth can damage the surface of the trim panel January 2015 TechTIPS Page 5 01 QMR REPORTING DOs AND DON Ts DO Enter a QMR to e Report any safety related concerns Contact Techline immediately e Report any vehicle related concerns involving accident or injury Contact Techline immediately e Report any concerns where the customer states the vehicle operation was incorrect resulting in an unsafe condition even if NO accident or injury Contact Techline immediately e Report any concerns related to a recall or campaign or any related failures which occur after one has2. January 2015 lt D SUBARU 2014 Subaru of America Inc All rights reserved We are pleased to announce this month s winner of the recently released QMR of the Month Andrea Gerace Hudson Subaru in Jersey City NJ Andrea submitted a very detailed QMR on his diagnosis and repair of a fluttering wind sound found on a 2015 Outback He provided the details of his diagnosis as it lead him to find the sound was coming from the front door partition glass weatherstrip Andrea s report included clear photos of his findings that proved very helpful to our understanding of this condition Keep those QMRs coming on any new repeating unique or unusual conditions you encounter Whether the report is on a new car or one ten years old we are always appreciate your reports Even if you see something several times a month and believe everyone must know about it enter a quick QMR just to be sure that we know about it too The ONLY way to be absolutely sure that WE know what YOU know is if YOU enter a QMR Safety is a top priority ALWAYS report any safety related concerns immediately by contacting the Subaru Technical Helpline and enter a QMR with any related photos or documents In appreciation for going the extra mile and sharing his experience with us in hopes of improving product quality Andrea will be receiving the following from his FSE A Subaru Confidence In Motion Jacket and a 100 Gift Card Any Subaru Service Technician can par
3. been completed e Report any concerns found after an existing countermeasure eg after the VIN or production break point listed described in published service information Contact Techline immediately e Report on any repeating concerns you are seeing Please include a list of all VINs affected and or file additional QMRs preferred for each new case e Report concerns with newer cars e Report concerns with older cars e Report customer negative comments even when there is no concern vehicle specification or normal operating characteristics DO NOT Enter a QMR e To request any type of repair authorization contact DPSM or use Authorization Request Entry e To request repair escalation follow the Repair Escalation Process e To ask technical questions contact Techline or your FSE for technical support e To request a flat rate labor time change complete the Warranty Labor Time Review Form found in the Policy and Procedure Manual e To simply report normal completion of a known repair service campaign or recall Following the applicable claim entry procedure is sufficient 01 NO CRANK CONDITION ON PUSH BUTTON START EQUIPPED MODELS Should you receive a customer concern of no crank or no response from the push button start button make sure the Stee ring steering column is not locked The information display on Wh the combination meter may also show the warning indicator 66 shown For example on a key start vehicle the k
4. regarding a rattling sound which seems to be coming from the right side of the dash behind the glove box area This information is not model model year specific In some cases the sound is easily duplicated with the engine at idle transmission in gear and under high a electrical load condition A C on headlights and other accessories on etc Confirmed cases have shown contact between the expansion TXV valve assembly and the bulkhead at the pass through area as shown in the before and after photos below The A C system piping is aluminum and can easily become bent or displaced if precautions are not taken when working in this area of the engine bay Take care to not lean on against or otherwise move this piping when working on or trying to gain access to other components in the immediate area Otherwise the expansion valve assembly may end up out of position resulting in a rattling sound and potential customer comeback situation In this case a careful repositioning was all that was required to provide the additional clearance needed to eliminate the sound 07 BODY INTEGRATED UNIT BIU REPLACEMENT INTERIOR LIGHTS FLASHING This Reminder TIP is the result of recent QMRs received describing concerns found following BIU replacements as part of a repair The vehicles in question were BRZs and a 2015 Outback After the BIU installation the interior dome lamp would blink flash on and off continually In the cas
5. Generator 23 Dec 14 TechTIPS Article Locator Index SUTTIPSLOC Other Miscellaneous Updated 12 2014 17 Dec 14 Technical Ganvice DTC P0456 Clamps Added to 11 152 14 Canister Purge Control Solenoid Valve 15 Dec 14 Bulletin Accessory Installation Hose E7218CA000 BRZ Trunk Spoiler 5 Dec 14 Guide E2410FJ200 oo installation 2015 Impreza Front Under Spolier 5 Dec 14 Technical Serice Service Procedure to Address a Wind 12 176 14 Rushing Sound from the Front Door 5 Dec 14 Bulletin Sash Area January 2015 TechTIPS CONTINUED ON THE NEXT PAGE Page 8 NOVEMBER STIS NEW RELEASES ITEM CODE MSA5M1513A ITEM TYPE Owner Manual TITLE 2015MY Impreza and XV Crosstrek Owner s Manual CREATED DATE 3 Dec 14 TIPS1214 TechTIPS NewsLetter 2014 December TechTIPS Newsletter 1 Dec 14 11 150 14 Technical Service Bulletin Reprogramming File Availability for Oil Level 1 Dec 14 Be sure to always check the What s New section on STIS for any updated or recently released information that may not be listed here January 2015 TechTIPS Page 9 NOW YOU CAN E MAIL YOUR TECHTIPS INPUT AND SUGGESTIONS TO TECH SUBARU COM This is your chance to offer suggestions for use in future issues of TechTIPS Make sure that if you e mail us you place in the subject line of your e mail For TechTIPS Newsletter Thank you MODEL
6. TECH TIPS Subaru Service and Technical Support Line Newsletter o1 QMR OF THE MONTH CODE 00 01 01 01 01 01 07 12 12 ARTICLE December STIS New Releases 8 QMR of the Month Escalation Process What Why and How QMR Reporting Dos and No Crank Condition on Push Button Start Equipped Models 6 Techline Case Follow Up Body Integrated Unit BIU Replacement Interior Lights Flashing Rattling Sound from Right Side of Dash Area Whitish Discoloration Deposits on Front Door Panels 2012MY and Later Impreza and XV Crosstrek 2015 WRX and STI President s Day Monday February 16 2015 CAUTION VEHICLE SERVICING PERFORMED BY UNTRAINED PERSONS COULD RESULT IN SERIOUS INJURY TO THOSE PERSONS ORTO OTHERS The Subaru TechTIPS newsletter is intended for use by professional technicians ONLY Articles 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 your vehicle has or will have that condition Impreza Legacy Justy Loyale Outback Forester Subaru SVX WRX WRX STI L L Bean Baja Tribeca BRZ XV Crosstrek and Quality Driven are Registered Trademarks January 2015 TechTIPS
7. _ _ YEAR VIN Description of situation encountered Your suggestion for repair procedure product improvements etc Please attach separate sheets if necessary You may also want to include Service Manual diagrams or references or your own drawings to assist in describing your suggestion All information submitted becomes the property of Subaru of America Inc Permission is granted to Subaru of America Inc to print your name and suggestions in TechTIPS and other Subaru of America Inc publications Mail items to PO Box 6000 Cherry Hill NJ 08034 6000 Your Name Signature ge Dealer s Name City Date gt Dealer Code gt SU BARU TECH LINE Monday Thursday 8 30 am to 7 30 pm Hours of Operation Friday 10 30 am to 5 pm and Saturday 9 am to 3 pm January 2015 TechTIPS Page 10
8. appropriate service manual step by step troubleshooting either DTC based or general troubleshooting Collect relevant data with the Subaru Select Monitor SSM while duplicating the customer s concern be sure to mark where it occurs Finally diagnose the condition using technician know how In other words diagnose the vehicle using your knowledge and understanding of vehicle system operations As an overly simple example if you are presented with a crank no start condition you should check for the presence or lack of fuel air and spark and then diagnose the related system and controls to determine why that element is missing Record all results found Review all your findings with your Service Manager or Shop Foreman to confirm the results and determine if there may be other internal avenues to pursue Step 5 If you still have been unable to resolve the concern now is the time to contact the Techline T L When contacting the T L make sure you have all diagnostic results actual values not it was ok or it was in spec complete service history and freeze frame data It is highly recommended that you complete the appropriate Pre Call Worksheet for the condition as found on Subarunet Service Techline Pre Call Worksheets and fax it in before you call These sheets have all recently been revised by FHI Engineers to provide needed information IMPORTANT If this vehicle has been in for this concern before or has been at your retai
9. as been down based on the repair order date Notify your Service Manager to submit an URFCA to CRS SOA Service Escalation Process Chart Anytime Customer contacts CRS with serious Any visit where difficulty in diagnosis issue where the case is elevated to Sr Rep or experienced after verification and duplication retailer issues URFCA of condition Senior CRS Rep reviews URFCA and if Techline is contacted by Retailer or CRS necessary will contact Retailer to have them contacts retailer to initiate call to Techline start assistance with Techline Technical and a case is opened by Techline operator Issues cc DPSM to follow up with dealer on Techline process Non Technical issue s TECHLINE REVIEWS CASE AND 1 Resolves concern notifies CRS if active SR 2 Determines if proper process not followed 2a E mails DPSM to council retailer 3 FSE assist required Techline notifies FSE DPSM CRS FQA Mgr and RPSOM FSE involvement with retailer FSE to issue QMR as required and close Techline case E mail and attach QMR if produced to DPSM RPSOM Sr CRS Rep and DPSM reviews with Retailer to determine required action in conjunction with CRS Senior Rep Once the issue is resolved the DPSM notifies CRS and RPSOM of actions to close case Techline Rep Any issues in process unresolved should be sent to DPSM FQA Mgr and RPSOM January 2015 TechTIPS Page 4 01 TECHLINE CASE FOLLOW UP We would like to remind you of the im
10. e of the 2015 Outback in addition to the interior dome lamp the blind spot detection indicators and accessory approach lamps in the outside mirrors were also flashing continually It s easy to understand the confusion this created as all these lamps flashing visually creates and impression of something more severe occurring than the ignition key illumination ring flashing which technicians have become familiar with in other models As you may have guessed by now these conditions were resolved simply by changing the new BIU from Factory to Market mode Whenever replacing a BIU always remember to change the initial setting from Factory mode to Market mode In addition be sure to reset any other previously changed from default BIU customization options so the affected vehicle systems will operate as designed and as the customer expects With these additional and more visible reminders it will be much harder to miss making this important setting change going forward January 2015 TechTIPS Page 7 DECEMBER STIS NEW RELEASES ITEM CODE ITEM TYPE Technical Service CREATED DATE Service Procedure to Address a Wind 12 177 14 Rushing Sound from the Rear Door 23 Dec 14 Bulletin Sash Area Ese1oasigi Accessory Installation yo ak Carrier 23 Dec 14 Guide E361SSA201 cere installation Heavy Duty Cargo Basket 23 Dec 14 E751SVA000 Ai Installation WRX and WRX STI Vortex
11. ective and to provide vital feedback to FHI for continuing product improvements and customer satisfaction This gives us all a unified process to provide consistent resolution to field issues and support staff in our objective to continually satisfy our customers and improve product quality This process is not designed to cover every situation We appreciate honest feedback to know what may need adjusting in this escalation process so we can work together for the benefit of our customer and the Love Promise Below is a reprint of the June 2006 TIPS article which has been slightly modified for today s use VEHICLE REPAIR ESCALATION PROCESS UPDATED REPRINT FROM JUNE 2006 Before we get started did you even know there was an Escalation Process The Escalation Process is a procedure designed to help ensure the timely resolution of vehicle concerns repairs that you may be having difficulty with Before you throw your arms up in disbelief at another process understand that it has been around for nearly 10 years and you probably already follow it to some extent For this article we will only cover the first 2 the two most important levels The first 2 are the levels the Technician and Service Manager have the most control over As you probably expected each level has several steps These steps are outlined below Level 1 Contacting the Techline Step 1 Confirm the customer s complaint under the same similar conditions as they desc
12. ey may not Locked turn in the ignition if there is excess pressure being placed on the steering lock In those cases the steering wheel needs to be turned side to side to release the ignition lock and start the car see Section 3 Instruments amp Controls of the applicable Owner s Manual The same holds true for push button start vehicles except since there is no key to turn if the steering lock has excess pressure placed on it there will be no starter response when pressing the start button In addition the operation indicator on the button itself will flash green for a maximum of 15 seconds Just as on a key start vehicle the steering wheel must be turned side to side to release the pressure on the ignition lock allowing the starter motor to operate The steps to take should this occur on a push button start equipped vehicle are press the brake pedal down firmly verify the green operation indicator on the start button is flashing then rock the steering wheel side to side while pressing the start button This condition is a normal operating characteristic and no attempt should be made to repair it If the customer reports the indicator on the start button is a color other than green when the condition occurs diagnose the concern following the troubleshooting section of the applicable Service Manual January 2015 TechTIPS Page 6 12 RATTLING SOUND FROM RIGHT SIDE OF DASH AREA The Techline has received a small number of concerns
13. ler for more than a few days make sure to advise your T L representative At the same time notify your Service Manager to file an Urgent Request for Customer Assistance URFCA with SOA s Customer Retailer Service CRS group More on this process in a future Tips Step 6 The car MUST actually be there at the dealership before you call for assistance The Techline can t make hypothetical diagnosis on a vehicle that isn t there and or on a vehicle the technician hasn t actually confirmed whether there is or isn t in fact a problem with it Level 2 Techline Notified Step 1 The T L will help you to determine if the complaint is an actual defect or normal operation Step 2 If it is a defect is it a known issue Whether it is a known issue or not follow the recommendation of the T L and follow up with results It may be a known issue and Subaru is working on a fix or countermeasure If this is the case usually all we can do is wait for further information If we are waiting make sure you document the repair order with the T L case number and have the service advisor explains the situation to the customer Step 3 After following the recommendations of the T L if the car is fixed contact the T L and close the case If after following the recommendations of the T L the car still is down contact the T L and make sure they know how long the vehicle has been at your facility for this issue This step will alert the appropriate pers
14. onnel that there is a potential customer issue Step 4 If you become stuck and with the assistance of T L need further assistance T L will alert your local Field Service Engineer FSE to contact you concerning the vehicle At this point itis up to the FSE to continue to work with the dealership and T L to repair the vehicle CONTINUED ON THE NEXT PAGE January 2015 TechTIPS Page 3 o1 ESCALATION PROCESS WHAT WHY AND HOW continued Three important notes 1 Itis up to you to follow up at all steps and insure that this process is being followed 2 You need to continue to diagnose and repair the vehicle at all steps of the process unless directed otherwise DON T tell the customer We are waiting to hear from Subaru and until we do there is nothing more we can do Just because you are waiting to hear back from someone doesn t mean that you should stop working on the car and go on to other things Instead reassure the customer We have contacted Subaru Techline and we are working with them to reach a resolution as quickly as possible Provide the customer with a date time convenient to them when you will be in touch to provide an update on the progress of the diagnosis Be sure to follow up with them at the agreed upon time 3 If the vehicle has been in more than once for this concern and the concern has been verified or has been down for any length of time with no end in sight make sure to advise T L how long this vehicle h
15. portance of following up with us to update or close open Techline cases To those of you who work hard to keep your number of open cases minimized we thank you and really appreciate your efforts The information provided back to us has been invaluable We understand that everyone is busy and time spent on the phone cuts into your productivity but keeping the lines of communication open and flowing is essential and mutually beneficial To help streamline the process of calling the Techline Always get a case number and the name of the Representative you speak to and be sure to record both of them for future reference In an effort for us to help you please keep these 3 points in mind e ALWAYS get the name of the Techline Representative you speak with e GET A CASE NUMBER e FOLLOW UP To close a case when the issue is resolved call 1 866 782 2782 select Option 3 for Techline and press 1 to acknowledge the disclaimer Press Option 8 to leave your message Not sure if you have Pending cases There is a report located on Subarunet to help you identify if your retailer has Pending Retailer Update cases Simply go to Subarunet click on Reports on the left side of the page click on Service Techline enter your retailer code then click Submit A list of dates will be displayed Click on the most recent date to view your Pending Retailer Update cases As always your help and cooperation is essential to make this happen Thank You
16. ribe under which it occurs Are you sure the concern you are diagnosing is the same one the customer is thinking of If needed interview the customer to gather additional details If you are not 100 certain have the customer demonstrate If they can not demonstrate do not attempt any repair and return the car to the customer Submit a QMR indicating what the customer s complaint was and what you did in attempting to duplicate it Step 2 Is the customer s complaint a defect or normal operation Verify with another car If it is not a defect stop here Do not attempt any repairs Demonstrate to the customer if necessary and return the car to the customer Submit a QMR at this point to make SOA FHI aware of a customer concern with a vehicle characteristic Submitting a QMR on a vehicle characteristic serves only as notification to SOA FHI so that this area may be investigated It does not guarantee any improvement action will occur CONTINUED ON THE NEXT PAGE January 2015 TechTIPS Page 2 01 ESCALATION PROCESS WHAT WHY AND HOW continued Step 3 If it is a defect repair it and confirm the repair If this is a new unusual or recurring concern that you are seeing enter a QMR Step 4 Follow standard repair procedures If applicable check all control modules for codes and freeze frame data FFD Save all codes and FFD electronically so they may be shared later if necessary Check for relevant service bulletins or Tech Tips Complete the
17. ticipate in QMR of the Month See the February 2013 Tech Tips for full details You may see your name here in a future Tech Tips SUBARU OF AMERICA INC IS ISO 14001 COMPLIANT lt D SUBARU ISO 14001 is the international standard for excellence in Environmental Management QUALITY DRIVEN SERVICE Systems Please recycle or dispose of automotive products in a manner that is Youth gt A friendly to our environment and in accordance E atema with all local state and federal laws and PROUD PARTNER regulations Ky Page 1 o1 ESCALATION PROCESS WHAT WHY AND HOW We last published information to you regarding the Escalation Process in June 2006 We feel with the New Year upon us it is an opportune time to revisit this process and bring it to your attention once again Escalation is a process for retailers and all of us within SOA to follow when there is a vehicle with a difficult to diagnose concern This can include parts delays also Retailers should know within a few hours to a couple of days if they are struggling for resolution of a duplicated concern on a customer s vehicles and as such should not hesitate to seek assistance through established channels Our number one priority is our customer and the resolution of whatever issue s they are experiencing with our product s We also have regulatory reporting requirements which must be followed We have the need for information across our ranks to make us more eff
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