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.

© 2017 Subaru of America, Inc. All rights reserved.

SERVICE INFORMATION BULLETIN
APPLICABILITY:

2018 Subaru Vehicles

2018 Audio/Navigation Exchange
Component Identification and Procedures
SUBJECT:

NUMBER: 15-214-17
DATE: 01/16/18

INTRODUCTION:
This bulletin contains illustrations of exchange components and their manufacturer as well
as a description of the proper exchange procedure. The exchange program policy can also be
found in Sections 8.4.9 and 11.2.10 of your Claims Policies and Procedures Manual found in
Subarunet.
IMPORTANT NOTE: Fujitsu Ten has changed its name to Denso Ten effective November 1, 2017.
CONTENTS:
Within the terms of the Basic New Car Warranty and the one year Replacement Parts Warranty,
the Exchange Program provides for replacement of a defective unit from the manufacturer.
In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will be
supplied rather than a remanufactured unit. If the Service Center is unable to provide a new unit,
immediately contact a Subaru Dealer Claims Specialist at 1-866-782-2782 prior to placing an
order for further instructions.
The replacement of a new unit, other than new units supplied through the exchange program,
requires authorization from a Subaru of America, Inc. Retailer Claims Specialist at 1-866-7822782. An authorization code will be provided and must be included upon claim submission.
Vehicles that have been placed in demo service should use exchange units only.

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.

Bulletin Number: 15-214-17; Date 01/16/18

Subaru of America, Inc. is
ISO 14001 Compliant
ISO 14001 is 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.

Page 1 of 13

EXCHANGE PROCEDURE FOR ALL EXCHANGE COMPONENTS
1) The defective chassis should remain in the vehicle until the exchange unit is installed.
2) Contact the applicable Service Center with the following information:
•
•
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•
•
•
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•
•
•
•

Retailer Code
Retailer Name and Address
VIN - All 17 Characters
Date of Vehicle Sale
Vehicle Mileage
Caller’s Name and Telephone Number
Claim Number
Face Plate ID Number (Clarion and Fujitsu Ten only)
Subaru Part Number as shown in this bulletin
Customer Complaint
Customer Last Name

At this time, the Service Center will issue an exchange number. It is required that this number be
provided upon claim submission.
An exchange chassis along with an exchange form will be shipped within 72 hours. If the
exchange chassis is not received within 5 days, call the Service Center. Provide the operator with
the exchange number when making inquiries.
3) Install the exchange unit as soon as possible upon receipt. Return the defective chassis
to the manufacturer within 30 days. Return freight charges may be claimed as sublet,
provided the repair was performed under the terms of the Basic New Car Warranty. Copies
of the freight invoice should be attached to the repair order.
If the exchange unit has not been installed or the failed chassis has not been returned within 30
days, contact the Service Center. Reference the exchange number and explain the circumstances
causing the delay. An extension will be granted or the retailer will be instructed to return the
exchange unit. Failure to comply will result in a “charge back” to the retailer for the cost of the
exchange unit.
The retailer must return the failed component in the same approved packaging that the exchange
unit arrived in. Denso Ten and Harman Kardon exchange units arrive with a pre-paid return
shipping label. A hard copy of the printout from the on-line order or the Exchange Request Form
must be included in the core return package. Failure to use proper packaging could result in a
“charge back” for the cost of the exchange unit and shipping.
NOTE: Activation of all subscription based services is the responsibility of the vehicle owner.
NOTE: Do not disassemble any unit to retrieve a lodged CD prior to returning to the
manufacturer. See Section 8.4.9.4 for the policy on returning the CD(s) to the customers.   
NOTE: For the “Audio Out of Warranty Exchange / Repair Program” refer to Added Security
Section 11.2.10
Continued...
Bulletin Number: 15-214-17; Date 01/16/18

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MANUFACTURERS BY COMPONENT
Audio/Satellite
Clarion Service Center is open from: 8am-5:30pm Eastern Time at 1-800-347-8933. An
Exchange fax form is also available. This form is found on Subarunet, under “Service/Forms/
Exchange Forms.
Denso Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.   The
Exchange Fax Form is found on Subarunet/ Service Operations & Technical/ Forms/Downloads/
Denso Ten Online Exchange Instructions.
NOTE: Some Denso Ten audio units will not include navigation; therefore, no SD card will be
applicable. These units are noted as a Display Audio only.
Harman Kardon: Exchange order requests are to be made via the Web Portal
Harman Kardon exchange requests are processed by United Radio. The United Radio Service
Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)
Ordering Instructions
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
Audio/Navigation/Satellite
Denso Ten Service Center is open from 7am-5pm Pacific Time at
1-800-237-5413. The Exchange Fax Form is found on Subarunet/ Service Operations &
Technical/ Forms/Downloads/ Denso Ten Online Exchange Instructions.
NOTE: All 2017 models equipped with a Denso Ten Audio/Navigation unit use a micro SD
Card. The SD Card is not to be returned to Denso Ten with the defective unit. The existing SD
Card will function properly with the exchange unit provided.
Harman Kardon: Exchange order requests are to be made via the Web Portal
Harman Kardon exchange requests are processed by United Radio. The United Radio Service
Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)
Ordering Instructions
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
Continued...
Bulletin Number: 15-214-17; Date 01/16/18

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Power Amplifier
Harman Kardon: Exchange order requests are to be made via the Web Portal
Harman Kardon exchange requests are processed by United Radio. The United Radio Service
Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)
Ordering Instructions
RETURN OF LODGED CD
In the event a CD becomes lodged in the CD Player, do not disassemble the unit to retrieve the
CD. Please use the following procedure:
1) Follow the normal exchange procedures for requesting a replacement unit.
2) For the lodged/CD, 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. The CD that
has been successfully removed by the manufacturer will be returned directly to the retailer
within 10 calendar days. It is the retailer’s responsibility to notify the customer when the
CD is returned.
NOTE: In the event a CD has been damaged, the manufacturer will reimburse the customer
through the dealer at $15.00 per damaged CD The retailer must in turn reimburse the customer.
Only commercially produced CD(s) can be included in the reimbursement program.
  
SATELLITE ACTIVATION INSTRUCTIONS
CLARION & DENSO TEN ONLY
If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion
or Denso Ten satellite radio, please follow the instructions below. Going through the process
will ensure that any fee for the new radio is waived and will ensure your customer continues to
receive their satellite radio programming without any interruption of service.
Step 1. Call Sirius XM Retailer Support at 1-800-852-9696 and let the agent know you are
doing a warranty exchange on a Subaru vehicle.   
Step 2. Provide the agent with the old Radio ID and ask them to transfer the service on this
radio to the new Radio ID. Confirm with the agent that the old Radio ID has been
deactivated.
(To find the Radio ID, go into satellite radio mode and tune to channel “0”, the Radio
ID will display for you, it will be 8 alpha-numeric characters long).
Step 3. Confirm which services you are transferring e.g. Audio only or Audio and
Traffic.
Step 4. Step 4. Ask the SXM Dealer support agent to send an activation signal to the new
radio and confirm the radio is working. Retailers can also perform a signal refresh if
necessary by entering in the Radio ID into the following URL, www.siriusxm.com/
oemrefresh
Continued...
Bulletin Number: 15-214-17; Date 01/16/18

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NOTE: If the unit is inoperative, call Sirius XM for assistance in identifying the existing radio
ID number.
HARMAN KARDON ONLY
All exchange units equipped with a Harman Kardon satellite radio will be reactivated by United
Radio prior to being shipped to the Retailer.
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with
the original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt
SXM services.
EXCHANGE NUMBER EXAMPLES AND SERVICE CENTER PHONE NUMBERS FOR
AUDIO/NAVIGATION
The Audio Exchange Program provides for replacement of a defective Audio/Navigation unit
with an exchange unit from the manufacturer.
The applicable Service Center for each manufacturer should be contacted and at that time the
Service Center will issue an exchange number. It is required that this number be provided upon
claim submission.
Below are examples of the audio exchange numbers and the telephone number for the Service
Center for each manufacturer.
AUDIO EXCHANGE NUMBER EXAMPLES
Clarion Exchange Number Example … (ERS#) ………...   0000000001
  
Denso Ten Exchange Number Example (Claim ID) ........ 8YB000000
Harman Kardon (United Radio) Exchange Number Example .......... 8MW740

R.A. Number (1 digit 2 letters 3 digits)
AUDIO SERVICE CENTER PHONE NUMBERS AND HOURS OF OPERATION.
Clarion

1-800-347-8933

8am-5:30pm Eastern Time

Denso Ten

1-800-237-5413

7am-5pm Pacific Time

Harman Kardon(United Radio)

1-800-448-0944

8am-8pm Eastern Time

Continued...
Bulletin Number: 15-214-17; Date 01/16/18

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VEHICLE APPLICATIONS – AUDIO/NAVIGATION
ILLUSTRATION

DESCRIPTION &
APPICABILITY
Forester
Audio Assy.
Face Plate ID Number
CF759UL

Forester
Audio Assembly
Face Plate ID Number
FF679UM

Forester
Audio/Navigation Assy.
Face Plate ID Number
FF639US
Legacy/Outback
6.5 Inch Display
Audio System
Base Level

MANUFACTURER

PART NUMBER

Clarion

86201SG750

Denso Ten

86431SG670
Display
Audio Only

Denso Ten

86471SG630

Harman Kardon

86431AL61A

Harman Kardon

86431AL65A

Four (4) Speaker App.
Legacy/Outback
8 Inch Display
Audio System
Mid Level
Six (6) Speaker App.
Legacy/Outback
8 Inch Display
Audio System
Mid Level

Harman Kardon

86431AL66A

Six (6) Speaker App.

Continued...
Bulletin Number: 15-214-17; Date 01/16/18

Page 6 of 13

ILLUSTRATION

DESCRIPTION &
APPICABILITY
Legacy/Outback
8 Inch Display
Audio /Navi. System
High Level

MANUFACTURER

PART NUMBER

Harman Kardon

86471AL65A

Harman Kardon

86471AL66A

Harman Kardon

86201FL60A

Harman Kardon

86201FL61A

Twelve (12) Speaker App.
Legacy/Outback
8 Inch Display
Audio/Navi. System
High Level
Twelve (12) Speaker App.

Impreza/Crosstrek
6.5 Inch Display
Audio System
Base Model
Four (4) Speaker App.

Impreza/Crosstrek
6.5 Inch Display
Audio System
Base Model
Four (4) Speaker App.

Continued...
Bulletin Number: 15-214-17; Date 01/16/18

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