Physically Damaged Warranty Returned Parts

PHYSICALLY DAMAGED WARRANTY RETURNED PARTS

Subaru of America, Inc. Warranty Inspection Section is receiving many soft trim parts, such as door panels, seat covers, carpeting, head liners, dash panels, etc., which are physically damaged. Damages include cigarette burns, coffee stains, rips, punctures, cuts, etc.

This type of physical damage is "NOT A MATTER WARRANTY".

Q: WHY?

A: From the time a vehicle is manufactured, to the time a customer takes delivery, the vehicle goes through at least eight plus inspection processes. The inspection areas and times are listed below:

1. The actual inspection starts when an individual part is manufactured for a vehicle. The manufacturer of that part performs its own individual Quality Control Inspection.

2. As the vehicle is going through the different stages of assembly, it is also going through an Assembly Inspection Process.

3. At the end of the assembly line, the vehicle goes through a Final Inspection Process.

4. The vehicle is moved to a Shipping Inspection Area and is inspected again.

5. The vehicle is then moved into the Receiving Inspection Area. This is the area where SOA accepts the vehicle. Until this point the vehicle has still not left the assembly plant building. If any problems are found up until this point, the vehicle is returned to the repair area within the plant and a manager must sign off on the the repair performed. Any problems found are noted on bulletin boards for review by everyone in the plant.

6. At this point the vehicles leave the building. The vehicles are then staged in rows in preparation for shipping. The trucking companies and/or railway carriers inspect each vehicle as it is loaded onto the trucks or rail cars.

7. The vehicles are eventually delivered to the dealer by truck. When the vehicle is delivered, the trucker will again inspect the vehicle for any damage. It is also the dealer 5 responsibility to carefully inspect the vehicle for any damage or shortages. (See the Warranty Policies and Procedures Manual for additional information). Any physical damage noted at this time should be the responsibility of the transportation company. Physical damage or shortages not noted at this time become the responsibility of the dealer.

8. When the vehicle receives the Pre-Delivery Inspection (PDI) at the dealer, the vehicle should be inspected again for any damage. Subaru of America, Inc. is only responsible for defects in material~and workmanship. Any parts and/or claims for physical damage is not the responsibility of Subaru of America, Inc.

9. The final inspection is by the customer when they take delivery of the vehicle.

As you can see, the vehicles go through many inspection processes before they are actually sold to a customer.

Other physical damage also includes parts which were opened or disassembled by a dealer, and the part was not intended to be serviceable. Many parts are sealed by the manufacturer. Some examples of this are: cruise control valve bodies and control units, relays, switches, transmission control units, engine control units, solenoids, etc.

Any parts received at SOA which have "PHYSICAL DAMAGE" will be sent back to the dealer and a claim debit issued.

Your DTM can help you if you have any questions on this matter.