ATTENTION:

CLAIMS PERSONNEL q

IMPORTANT - All
Service Personnel
Should Read and
Initial in the boxes
provided, right.

SERVICE MANAGER

© 2016 Subaru of America, Inc. All rights reserved.

GENERAL MANAGER q
PARTS MANAGER

q
q

SERVICE BULLETIN
APPLICABILITY:

2017 Subaru Vehicles

SUBJECT: 2017 Audio/Navigation Exchange
Component Identification and Procedures

NUMBER:

15-204-16R

DATE:

10/27/16

REVISED:

08/21/18

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.
CONTENTS
Within the terms of the Basic New Car Warranty and the one year Replacement Parts Warranty, the
Exchange Program provides for replacement of a defective unit from the manufacturer.
In the event the vehicle is “New” and “In-stock”, inform the Service Center. A new unit will be
supplied rather than a remanufactured unit. If the Service Center is unable to provide a new unit,
immediately contact a Subaru Retailer Claims Specialist at 1-866-782-2782 prior to placing an order
for further instructions.
The replacement of a new unit, other than new units supplied through the exchange program, requires
authorization from a Subaru of America, Inc. Dealer Retailer Claims Specialist at
1-866-782-2782. An authorization code will be provided and must be included upon claim
submission.
Vehicles that have been placed in demo service should use exchange units only.
EXCHANGE PROCEDURE FOR ALL EXCHANGE COMPONENTS
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:
•
•
•
•
•
•
•
•
•
•
•

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
continued...

Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 1

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. 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
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.
Fujitsu 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/
Fujitsu Ten Online Exchange Instructions.
NOTE: Some Fujitsu Ten audio units will not include navigation; therefore, no SD card will be
applicable. These units are noted as a Display Audio only.

continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 2

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
Fujitsu 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 /
Fujitsu Ten Online Exchange Instructions.
NOTE: All 2017 models equipped with a Fujitsu Ten Audio/Navigation unit use a micro SD Card.
The SD Card is not to be returned to Fujitsu 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.
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.

continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 3

RETURN OF LODGED CD’S
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 & FUJITSU TEN ONLY
If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion
or Fujitsu 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. Ask the SXM Dealer support agent to send an activation signal to the new radio
and confirm the radio is working. Retailers can also perform a signal refresh if
necessary by entering in the Radio ID into the following URL, www.siriusxm.
com/oemrefresh
Note: If the unit is inoperative, call Sirius XM for assistance in identifying the existing radio ID
number.
HARMAN 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.
continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 4

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
Fujitsu Ten Exchange Number Example (Claim ID) ........ 7YB000000
Harman Kardon (United Radio) Exchange Number Example .......... 7MW740

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
Fujitsu Ten 1-800-237-5413 7am-5pm Pacific Time
Harman Kardon (United Radio) 1-800-448-0944
8am-8pm Eastern Time
VEHICLE APPLICATIONS – AUDIO/NAVIGATION
ILLUSTRATION

DESCRIPTION &
APPLICABILITY

MANUFACTURER

PART NUMBER

Clarion

86201SG650

Forester
Audio Assy.
Face Plate ID
Number
CF658UL

continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 5

ILLUSTRATION

DESCRIPTION &
APPLICABILITY

MANUFACTURER

PART NUMBER

Fujitsu Ten

86201SG670
Display Audio Only

Forester
Audio Assembly
Face Plate ID
Number
FF678UM
Forester
Audio Assembly
Face Plate ID
Number
FF698UM
Forester
Audio/Navigation
Assy.

Fujitsu Ten

Fujitsu Ten

Face Plate ID
Number
FF868US
Forester
Audio/Navigation
Assy.
Face Plate ID
Number
FF878US

86201SG690
Display Audio Only

86271SG860

Fujitsu Ten

86271SG870

Clarion

86201AL82A

Fujitsu Ten

86201AL85A
Display Audio Only

Legacy/Outback
Audio Assembly
Face Plate
ID Number
CB826UL
Legacy/Outback
Audio Assembly
Face Plate ID
Number
FB856UM

continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 6

ILLUSTRATION

DESCRIPTION &
APPLICABILITY

MANUFACTURER

PART NUMBER

Fujitsu Ten

86201AL87A
Display Audio Only

Fujitsu Ten

86271AL85A

Fujitsu Ten

86271AL87A

Clarion

86201FJ610

Clarion

86201FJ690

Clarion

86201FJ780

Legacy/Outback
Audio Assembly
Face Plate
ID Number
FB876UM
Legacy/Outback
Audio/Navigation
Assy.
Face Plate
ID Number
FB856US
Legacy/Outback
Audio/
Navigation Assy.
Face Plate
ID Number
FB876US
Crosstrek
Audio Assembly
Face Plate
ID Number
CM615UL
Crosstrek
Audio Assembly
Face Plate
ID Number
CM695UL
Crosstrek Special
Edition Model
Audio Assembly
Face Plate
ID Number
CM785CL

continued...
Bulletin Number: 15-204-16R; Revised: 08/21/18

Page 7

ILLUSTRATION

DESCRIPTION &
APPLICABILITY

MANUFACTURER

PART NUMBER

Clarion

86201FJ790

Fujitsu Ten

86271FJ660