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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© 2023 Subaru of America, Inc. All rights reserved.

SERVICE BULLETIN
APPLICABILITY:

All MYs and All Models Imported From Japan

SUBJECT:

Cleaning of Painted Surfaces Affected
by Pollen

NUMBER: 12-249-23R
DATE:

05/05/23

REVISED:

07/11/23

INTRODUCTION:
This bulletin announces the recommended cleaning procedures to followed when encountering
vehicles with long time exposure to pollen on painted surfaces on vehicles imported from Japan. This
bulletin does not apply to SIA built vehicles. During the lengthy vehicle shipping process, pollen and
rain can sit on the paint for an extended period of time. This combined with high temperatures from
shipping containers can cause a fatty acid in the pollen to melt into the paint and also cause swelling
of the paint. As a result, the pigment from the pollen can seep into the paint and cause discoloration
and swelling. However, this type of pollen exposure will not harm plastic, rubber, or glass surfaces
and can be easily cleaned from them.
EXAMPLE OF CONCERN:

Discoloration / Swelling
Caused by pollen adhesion

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: 12-249-23R; Revised: 07/11/23

Page 1 of 7

REQUIRED MATERIALS/TOOLS:
Equipment​

Purpose​

Details

High temperature steamer​

Maintain temperature​

Do not rub and/or press the painted
surface​

Heat gun​
(Depends on steamer spec)​

Maintain temperature​

Do not raise the temperature above
212 °F​

Thermometer​

Monitor temperature​

Constant temperature monitoring​

White cotton towel​

Protect painted surface​

Wraps around the tip of the steamer

Microfiber Towel​

Wipe off excess water
after treatment​

Must be white in color​

Machine Polisher

Application of Compound

To be used by experienced personnel

Ultra-Fine Compound Polish

Used with light remaining
discoloration

Compound Polish

Used when remaining
discoloration is very visible

Compound Polish should be used only
when Ultra-Fine is not effective

Automotive Paint Shampoo

Used for washing

Always refer to shampoo
manufacturer’s instructions

Ultra-Fine Compound is effective in
most cases

Continued...
Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 2 of 7

EXAMPLES:
•

Steam Cleaner: Central Machinery 1500 Watt Steam
Cleaner Kit is shown in the example image to the right.
NOTE: Additional cloths (p.n. 600078) can be purchased
separately if needed, however these must never be used
directly on painted surface.
CAUTIONS:

•

•

Always add “white” paint safe cotton cloth over or in
place of the supplied surface cleaning pad to prevent
paint damage.

•

Since steamer temperatures can vary widely and some exceed 250°F, always confirm the
output temperature of the steamer and adjust positioning or number of cloths used to avoid
damage to plastic or painted surfaces.

•

When removing pollen from the mirrors, hood ducts, hood decals, roof rails, front grilles, and
spoilers it is important to limit the temperature to 158°F (70°C) in order to avoid any damage.

Microfiber Cleaning Cloths: MUST be White in color when used for
steaming operation. Other colors are acceptable for washing or drying.
NOTE: It is important to confirm equivalent microfiber towels used are at
least 200 grams per square meter (gsm,) with the best quality, professional
grade towels weighing in around 400 gsm.

•

Variable Temperature Heat Gun: Snap-On Tool SNT25596 is shown
in the example image to the right.
NOTE: Applying heat with a heat gun is one of the methods used in
place of steam cleaners when a steam cleaner is not available, or the
affected area is very small. SOA recommends the use of steam cleaners
when available.

•

Infrared Laser Thermometer: Blue-Point Tool RTEMPB3A is shown in the
example image to the right.

Continued...
Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 3 of 7

•

Machine Polisher: Refer to polish manufacturer instructions for appropriate application
equipment and pad type. Machine polishers should only be used by trained and experienced
personnel.

•

Compound Polish(1~15μm): Mequiar’s Ultimate Compound G17216 is shown
in the example image to the right.

•

Ultra-Fine Compound Polish (~1μm): 3M™ Perfect-it™ EX Machine Polish is
shown in the example image to the right.

•

Automotive Paint Car Shampoo: Swift Auto Care Touchless Car Shampoo is
shown in the example image to the right. Always refer to the product
manufacturer’s instructions when applying these products to painted surfaces.

SERVICE PROCEDURE / INFORMATION:
STEP 1: Rinse the vehicle thoroughly to remove loose materials from the painted surfaces.
Thoroughly wash the vehicle using a paint safe microfiber cloth or wash mitt along with an
automotive specific neutral soap to remove the pollen adhered to the paint. Use plenty of water and
keep washing surfaces wet. Turn or change the mitt/cloth frequently to avoid scratching the paint.
The use of warm water is recommended to help loosen the pollen. Once the affected area is washed
and dried, inspect for any remaining signs of discoloration and swelling.
NOTE: Initial vehicle wash time is included in standard retailer prep operations.
Continued...
Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 4 of 7

Are signs of discoloration and swelling detected?

YES: Proceed to the next Step

NO: The vehicle is not affected. Continue performing the Pre-Delivery Inspection.

STEP 2: Prepare the end of a steam cleaner by taping a white microfiber cloth over the pad portion
of the nozzle. Rest the towel on the surface to be treated. Do not agitate it on the surface as this may
cause paint damage.

STEP 3: CAREFULLY apply steam to the affected area evenly for three minutes. A timer can be
used to ensure the proper time frame. Using an infrared laser thermometer, monitor the temperature
of the painted surface. The recommended temperature is 176°F (80°C) to 194°F. NEVER exceed
212°F. Allow the affected area to cool, dry and inspect the surface. Repeat this process up to THREE
times if discoloration and swelling is still detected.
IMPORTANT CAUTIONS:
ONLY apply heat to the affected area with the
steamer. DO NOT rub or apply pressure to
the affected area with the steamer. Any aggressive
agitation may cause damage to the painted
surface.
Avoid applying heat exceeding 212°F (100°C) to
any plastic components such as bumpers.
When applying heat to the mirrors, hood ducts, hood
decals, roof rails, front grilles, and spoilers it is
important to limit the temperature to 158°F (70°C)
in order to avoid any damage.

Continued...
Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 5 of 7

After three intervals of applying heat for three minutes, wipe off any excess water with a microfiber
cloth and inspect for any signs of discoloration and swelling.
Are signs of discoloration and swelling detected?

YES: Proceed to the next Step

NO: The procedure is COMPLETE

STEP 4: CONFIRM the affected area is at room temperature (around 68℉). Use an infrared laser
thermometer to measure the temperature. If the paint is polished under high temperature conditions,
when it returns to room temperature, the paint film will shrink, staining may remain. Polish the areas
of any signs of discoloration and swelling using an ultra-fine (~1μm) compound polish and a foam
pad. DO NOT apply excessive pressure to the polisher. See example of recommended product listed
earlier in this bulletin.
NOTE: When applying polish either by hand or machine, always follow the product manufacturers
application instructions. These instructions are updated on a continuous basis and generally include
specifics on materials and tools necessary to achieve the desired results. Contact your local paint and
chemical supplier/distributor for the product manufacturer to request the most up to date application
information before attempting any polishing or buffing.

Clean the area using a microfiber cloth and inspect for any signs of discoloration and swelling.
Are signs of discoloration and swelling detected?

NO: The procedure is COMPLETE

YES: Repeat this process using a polishing compound with a slightly coarser grit
(1~15μm). See example of recommended materials listed earlier in this bulletin.

IMPORTANT: If the discoloration and/or yellowing cannot be removed by the above procedures,
repainting may be required.
Continued...
Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 6 of 7

WARRANTY / CLAIM INFORMATION:
For vehicles within the Basic New Car Adjustment Warranty period, this repair may be submitted
using the following claim information:
Labor Description

Labor Operation #

Labor Time

Fail Code

POLLEN STAIN REMOVAL**

B971-028

0.4

XKZ-62

EACH ADDITIONAL PANEL, STAIN REMOVAL*

C971-025

0.2

XKZ-62

ONE PANEL, POLISH*

C971-021

0.3

XKZ-62

EACH ADDITIONAL PANEL, POLISH*

C971-015

0.3

XKZ-62

* These operations can be duplicated on the claim per the affected panel.
** Includes work bay setup and steam cleaner attachment preparations.
NOTE: Up to $3.00 dollars can be claimed in sublet for polish/compound used.

IMPORTANT REMINDERS:
•

SOA strongly discourages the printing and/or local storage of service information as previously
released information and electronic publications may be updated at any time.

•

Always check for any open recalls or campaigns anytime a vehicle is in for servicing.

•

Always refer to STIS for the latest service information before performing any repairs.

Bulletin Number: 12-249-23R; Revised: 07/11/23

Page 7 of 7