Subarunet - Announcements

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Reminder: 2014 XV Crosstrek Hybrid Special Quality Team Activity
TO:

SDC EST CEN WST

FROM:

Subaru of America, Inc.

DEPARTMENT: Service
DATE:

01/01/2014

CATEGORY:

Parts/Service

The “ALL-NEW” 2014 XV Crosstrek Hybrid will soon be arriving at
your dealership.
Beginning Monday December 16, 2013 through March 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 (EQMRs), Warranty Claims, Techline cases, Customer Dealer Services
(CDS) cases related to 2014 XV Crosstrek Hybrid 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 E-QMRs 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

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Subarunet - Announcements

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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 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 2014 MY XV Crosstrek Hybrid 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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