Subarunet - Announcements

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2015 WRX and WRX STI - Special Quality
Team Activity
TO:

SDC EST CEN WST

FROM:

Subaru of America, Inc.

DEPARTMENT: Service
DATE:

03/12/2014

CATEGORY:

Parts/Service

The “ALL-NEW” 2015 WRX and WRX STI will soon be arriving at your dealership.
Beginning Monday March 17, 2014 through May of 2014, there will be a Special Quality
Monitoring Team here in the U.S. from Fuji Heavy Industries (FHI). The team is made
up of Body and Powertrain engineers from FHI’s Japan offices and manufacturing
facilities.
They will be monitoring all Electronic Quality Monitoring Reports (E-QMRs), Warranty
Claims, Techline cases, Customer Dealer Services (CDS) cases related to 2015 WRX
and WRX STI daily and reviewing all customer and dealer feedback on this all new
vehicle.
The Team is very interested in EVERYTHING. Even in cases when a customer has a
concern that is determined to be a normal characteristic (they all do it), or just an
improvement opportunity (it would be nice if…), the team will still want to know about it.
While there is no guarantee that a change will occur, we can guarantee that nothing will
happen if we don’t know about it.
Never assume that SOA is aware, unless you file an E-QMR through Subarunet or in an
urgent situation open a Techline Case.
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If more than one customer has said it, please list multiple VINs or file additional
reports.
Don’t just stop with one initial report and assume the full size and scope of the
situation is understood. You can easily add additional information to existing EQMRs as you become aware of new cases or use the duplicate function during entry
to quickly enter multiple reports. All updates appear to us daily as new reports.

See the December Tech Tips for an example of the reporting details needed to provide
the biggest return from your report and expedite quality improvements. Always include
as much detail as possible in your initial report and photos or videos where practical.
“If customers say it, We want to hear it.”
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In the Showroom (What do they like? What don’t they like?)
On a Test Drive (What do they comment on or ask about? What do they like? What
do they dislike?)
During Delivery (What questions do they ask? Is there any function or operation that
doesn’t seem intuitive?)
As part of After Sale Follow-Up (What questions do they ask? Do any systems need
more explanation than others? Do they call back days later with questions?)
During a Service Appointment (Are there operations or characteristics that they are
unsure of? Are there quality issues? Are there maintenance questions?)
Have they called in with a question about their new car because it does something or

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Subarunet - Announcements

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doesn’t do something or does it differently from their last car? What are they asking
you about?
Where possible, please contact Techline prior to performing any unusual repairs so they
may guide you in collecting needed information for the team.
Repair Authorization requests must still go through normal channels (Techline
Authorization System or your DPSM).
E-QMRs are for reporting only, and not a means to obtain repair authorization.
As with prior new model launches, we have extended the warranty parts retention period
from 30 to 90 days. This change is really transparent, as all 2015 WRX and WRX STI
parts will simply not show up on your scrap report until the specified time has passed.
Be sure to save everything including nuts, bolts, clips, and gaskets as the team may
want to see everything and anything related to the repair. Please remember to hang
onto any vouchers supplied if parts are requested earlier by the team or your local FSE.
We appreciate your continued support in making this new model launch another
resounding success. Thank You in advance for your timely and detailed reporting.

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