ATTENTION:
GENERAL MANAGER

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PARTS MANAGER

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CLAIMS PERSONNEL

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

SERVICE MANAGER

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© 2020 Subaru of America, Inc. All rights reserved.

SERVICE BULLETIN
APPLICABILITY:

2021 Subaru Vehicles

NUMBER: 15-272-20

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

DATE: 09/04/20

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

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
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.

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 1 of 18

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

At this time, the Service Center will issue an exchange number. It is required that this number be
provided upon claim submission.
An exchange chassis along with an exchange form will be shipped within 72 hours. If the exchange
chassis is not received within 5 days, call the Service Center. Provide the operator with the exchange
number when making inquiries.
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 exchange units arrive with a pre-paid return shipping label. A hard copy of the
printout from the on-line order or the Exchange Request Form must be included in the core return
package. Failure to use proper packaging could result in a “charge back” for the cost of the exchange
unit and shipping.
NOTE: Activation of all subscription based services is the responsibility of the vehicle owner.
NOTE: Do not disassemble any unit to retrieve a lodged CD prior to returning to the manufacturer.
See Section 8.4.9.4 of the Claims Policies & Procedures on-line manual for the policy on returning
the CD(s) to the customers.
NOTE: For the “Audio Out of Warranty Exchange / Repair Program” refer to the Added Security
Section 11.2.10 or Policy Adjustment Section 12.6.1 of the Claims Policies & Procedures on-line
manual.
Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 2 of 18

MANUFACTURERS BY COMPONENT
Audio/Satellite
Clarion (Faurecia Clarion Electronics): Exchange order requests are to be made via the Web
Portal. Clarion exchange requests are processed by United Radio. The United Radio Service
Center is open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations
& Technical/ Forms/Downloads / Harman Kardon and Clarion Registration Instructions
(urdealerservices.com) Ordering Instructions.
DENSO/Denso Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.   The
Exchange Fax Form is found on Subarunet/ Service Operations & Technical/ Forms/Downloads/
Denso Ten Online Exchange Instructions. Click on the website address https://www.f10ncs.com
Harman: Exchange order requests are to be made via the Web Portal
Harman exchange requests are processed by United Radio. The United Radio Service Center is
open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)
Ordering Instructions
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with the
original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt SXM
services.
Audio/Navigation/Satellite
DENSO/Denso Ten Service Center is open from 7am-5pm Pacific Time at 1-800-237-5413.   The
Exchange Fax Form is found on Subarunet/ Service Operations & Technical/ Forms/Downloads/
Denso Ten Online Exchange Instructions. Click on the website address https://www.f10ncs.com
Harman: Exchange order requests are to be made via the Web Portal
Harman exchange requests are processed by United Radio. The United Radio Service Center is
open from 8am – 8pm Eastern Time at 1-800-448-0944.
Exchange units are ordered online using the link found in Subarunet/ Service Operations &
Technical/ Forms/Downloads / Harman Kardon Registration Instructions (urdealerservices.com)
Ordering Instructions
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with the
original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt SXM
services.
Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 3 of 18

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
If you need to perform a warranty exchange on any radio that is factory equipped with a Clarion
or DENSO satellite radio, please follow the instructions below. Going through the process will
ensure that any fee for the new radio is waived and will ensure your customer continues to receive
their satellite radio programming without any interruption of service.
Step 1. Call Sirius XM Retailer Support at 1-800-852-9696 and let the agent know you are
doing a warranty exchange on a Subaru vehicle.
Step 2. Provide the agent with the old Radio ID and ask them to transfer the service on this radio
to the new Radio ID. Confirm with the agent that the old Radio ID has been deactivated.
(To find the Radio ID, go into satellite radio mode and tune to channel “0”, the Radio
ID will display for you, it will be 8 alpha-numeric characters long).
Step 3. Confirm which services you are transferring e.g. Audio only or Audio and Traffic.
Step 4. Ask the SXM Dealer support agent to send an activation signal to the new radio and
confirm the radio is working.   Retailers can also perform a signal refresh if necessary by
entering in the Radio ID into the following URL, www.siriusxm.com/oemrefresh
NOTE: If the unit is inoperative, call Sirius XM for assistance in identifying the existing radio ID
number.
Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 4 of 18

HARMAN ONLY
All exchange units equipped with a Harman satellite radio will be reactivated by United Radio
prior to being shipped to the Retailer.
Caution: If swapping an audio system for diagnostic purposes, be sure the DCM remains with the
original vehicle or network communications will be severed.
Caution: SXM ESN is assigned by VIN. Moving audio units between vehicles will disrupt SXM
services.
EXCHANGE NUMBER EXAMPLES AND SERVICE CENTER PHONE NUMBERS FOR
AUDIO/NAVIGATION
The Audio Exchange Program provides for replacement of a defective Audio/Navigation unit with an
exchange unit from the manufacturer.
The applicable Service Center for each manufacturer should be contacted and at that time the Service
Center will issue an exchange number. It is required that this number be provided upon claim
submission.
Below are examples of the audio exchange numbers and the telephone number for the Service Center
for each manufacturer.
AUDIO EXCHANGE NUMBER EXAMPLES
Clarion Exchange Number Example – Orders placed prior to 12/23/19 .... (ERS#) 0000000001
Clarion Exchange Number Example – Orders placed as of 12/23/19 ....
digits – all numbers)

MCO # 1234567890 (Ten

Harman (United Radio) Exchange Number Example..Orders placed prior to 7/9/19
R.A. Number 9MW741 (1 digit 2 letters 3 digits)
Harman (United Radio) Exchange Number Example…Orders placed after 7/9/19
MCO # 1234567890 (Ten Digits – All Numbers)
AUDIO SERVICE CENTER PHONE NUMBERS AND HOURS OF OPERATION.
Clarion

1-800-448-0944

DENSO

1-800-237-5413

7am-5pm Pacific Time

Harman (United Radio)

1-800-448-0944

8am-8pm Eastern Time

8am-8pm Eastern Time

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 5 of 18

PACKING SLIP RO NUMBER REQUIREMENT – 2020 LEGACY & OUTBACK MODELS
DENSO ONLY
Effective November 1, 2019; all DENSO Cockpit Control Units, Audio and Audio w/Navigation
Multimedia Infotainment Systems will require an additional entry of the RO* character string (see
image below) from the DENSO/Denso Ten exchange unit “Packing Slip” included with the delivery
of every DENSO exchange unit shipped to the Retailer. The RO field is located between the Order
Date and Complaint on the Packing Slip.
* Please do not confuse this with the Retailer repair order number.
The RO number on the DENSO/Denso Ten Packing Slip is a required entry for the Comments
Field for a claim submission for an audio exchange. This is in addition to the existing Claim
Order/ Audio Exchange Number entry in the Misc. Detail field. BOTH entries will now be
required.
An example of the RO number on the DENSO/Denso Ten Packing Slip is show below.

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 6 of 18

VEHICLE APPLICATIONS – AUDIO/NAVIGATION
ILLUSTRATION

DESCRIPTION &
APPICABILITY
Ascent
6.5 Inch Display
Audio System
Base Level

MANUFACTURER

PART NUMBER

Harman

86201XC63A

Harman

86201XC64A

Harman

86271XC62A

Harman

86271XC63A

Base Model Vehicle
Six (6) Speakers

Ascent
8 Inch Display
Audio System
Mid Level
Premium & Limited
Model Vehicles
Six (6) Speakers

Ascent
8 Inch Display
Audio/Navigation System
High Level
Premium Model Vehicle
Six (6) Speakers

Ascent
8 Inch Display
Audio/Navigation System
High Level
Limited & Touring Model
Vehicles w/Harmon Kardon
Amplifier

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 7 of 18

ILLUSTRATION

DESCRIPTION &
APPICABILITY
BRZ
7 Inch Display
Audio/Navigation System
High Level

MANUFACTURER

PART NUMBER

Harman

TBD

Harman

86431FL61A

Harman

86431FL67A

Harman

86431FL65A

Limited & tS Model
Vehicles
Eight (8) Speakers
Crosstrek
6.5 Inch Display
Audio System
Base Level
Base Model Vehicle
Four (4) Speakers

Crosstrek
6.5 Inch Display
Audio System
Base +
Premium & Sport
Model Vehicle
Six (6) Speakers

Crosstrek
8 Inch Display
Audio System
Mid Level
Sport, Limited & Hybrid
Model Vehicle
Six (6) Speakers

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 8 of 18

ILLUSTRATION

DESCRIPTION &
APPICABILITY

MANUFACTURER

PART NUMBER

Harman

86471FL62A

Harman

TBD

Harman

TBD

Harman

TBD

Crosstrek
8 Inch Display
Audio/Navigation System
High Level
Limited & Hybrid
Model Vehicle
Six (6) Speakers

Forester
6.5 Inch Display
Audio System
Mid Level
Premium & Sport Model
Vehicles
Six (6) Speakers

Forester
6.5 Inch Display
Audio System
Base Level
Base Model Vehicle
Four (4) Speakers

Forester
8 Inch Display
Audio System
Mid Level
Sport & Limited Model
Vehicles
Six (6) Speakers

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 9 of 18

ILLUSTRATION

DESCRIPTION &
APPICABILITY

MANUFACTURER

PART NUMBER

Harman

TBD

Harman

TBD

Harman

TBD

Harman

TBD

Forester
8 Inch Display
Audio System
Mid Level
Sport, Limited & Touring
Model Vehicles
w/Harman Kardon Amp.
Nine (9) Speakers

Forester
8 Inch Display
Audio/Navigation System
High Level
Premium Model Vehicle
Six (6) Speakers

Forester
8 Inch Display
Audio/Navigation System
High Level
Sport, Limited & Touring
Model Vehicles
w/Harman Kardon Amp.
Nine (9) Speakers

Impreza
6.5 Inch Display
Audio System
Mid Level
Premium Model Vehicle
Six (6) Speakers

Continued...
Bulletin Number: 15-272-20; Date: 09/04/20

Page 10 of 18