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

86255XA00BMW

Tribeca
Rear Seat DVD
unit Beige
RC1

Panasonic

86255XA00BEU

Legacy / Outback
Headrest
DVD Monitor
Assembly (Left
or Right)

Myron and Davis

H001SAJ320

Legacy / Outback
Aii Module

Myron and Davis

H001SAJ370

S00102

S00102

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.
continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 10

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.
KENWOOD CORPORATION
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.
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.
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 15-155-12.

ON-LINE EXCHANGE FORM
[email protected]

FUJITSU TEN
FAX TELEPHONE
1-800-438-5410

SERVICE CENTER TELEPHONE
1-800-237-5413

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.

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 11

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 provided upon claim submission.

KENWOOD EXCHANGE NUMBER EXAMPLE... (RMA #)... 0000(0)

FUJITSU TEN EXCHANGE NUMBER EXAMPLE… 3YB000000 (First digit
denotes the claim year).
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 shipping.

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 12

ILLUSTRATION

DESCRIPTION

MANUFACTURER

PART NUMBER

Legacy / Outback
Type D
Navigation &
Audio Complete
Head Unit (AVN)

Fujitsu Ten

86271AJ67A

Tribeca
Navigation Unit

Kenwood

86271XA00A

Tribeca
Navigation
Display

Kenwood

86281XA05C

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 13

ILLUSTRATION

DESCRIPTION

MANUFACTURER

PART NUMBER

Fujitsu Ten

86271FG601
Navigation with SD
Card Exchange

Fujitsu Ten

86271FJ610
Navigation with SD
Card Exchange

BRZ Audio &
NavigationUnit
Assembly w/XM
built-in

Fujitsu Ten

86271FJ600
Navigation with SD
Card Exchange

Forester
Audio &
Navigation
Unit Assembly
w/ XM built-in
(Pre-production
prior to
6-1-12)

Fujitsu Ten

86271SC601
Navigation with SD
Card Exchange

Forester
Audio &
Navigation Unit
Assembly w/
XM built-in
(Production
vehicles after
5-31-12)

Fujitsu Ten

86271SC620
Navigation with SD
Card Exchange

Forester
Portable
Navigation
Device

Fujitsu Ten

H001SSC820

WRX / STi
Audio &
Navigation
Unit Assembly
w/ XM built-in

Impreza Audio
& Navigation
Unit Assembly
w/ XM built-in

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 14

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) F
ollow 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) F
or 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) R
emove 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

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.

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 15

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

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.

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 16

ILLUSTRATION

DESCRIPTION

MANUFACTURER

PART NUMBER

Legacy / Outback
Sirius Satellite
Tuner Module

Clarion

H621SFG021

Forester /
WRX / STI
Sirius Satellite
Tuner Module

Clarion

H621SFG020

Legacy / Outback
/ Impreza /
Forester
XM Satellite
Tuner Module

Clarion

H621SXA120

Tribeca
XM Satellite
Tuner Module

Clarion

86241AJ01A

WRX / STI
Navigation
Satellite Tuner
Module

Clarion

86241FG001

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 17

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 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.
(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.
continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 18

ILLUSTRATION

DESCRIPTION

MANUFACTURER

PART NUMBER

Legacy Power
Amplifier
Assembly
(Base Models)

Harman Kardon

86221AJ20A

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.

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 19

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

continued...
Bulletin Number: 15-157-12R; Date: 06/12/13

Page 20

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.
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.

Bulletin Number: 15-157-12R; Date: 06/12/13

Page 21