Tech Tips (TIPS 1217)

TECH TIPS

TECHNICAL INFORMATION TIPS

01 QMR OF THE MONTH

We are pleased to announce this month's winner of QMR of the Month: 

Micah submitted an excellent quality QMR outlining the steps he went through to isolate the source of a persistent rattling/flapping-type sound coming from the front of his customer's 2017 Impreza 2.0 Sport. The sound was easily duplicated when driving at almost any speed on rough roads and when going over speed bumps. Micah went over all of the under-car suspension hardware to confirm proper torque and also disconnected the stabilizer bar end link to try pinpointing the source. He continued his diagnosis by using a set of chassis ears to help further narrow down the source. Following repeated road tests and repositioning of the chassis ears, Micah isolated the source of the sound to the right front strut mount. Although the hardware securing the mount to the vehicle strut tower was fully tightened, the center nut securing the strut to the mount was improperly torqued. After re-torqueing both top strut nuts (left and right side) and a final road test, the sound was gone, confirming the successful repair.

In appreciation for going the extra mile and sharing his experience with us, Micah will be receiving the following from his Field Service Engineer:

01 AUTHORIZATION REQUESTS (AR) FOR PAINT AND GLASS OVER $500.00

On a daily basis, Techline receives Authorization Requests (AR) through Subarunet for paint and glass repairs exceeding $500.00. These ARs are reviewed to determine if the condition reported will be covered under Warranty. Many of the ARs submitted describe damage caused by outside influence which is not a defect and therefore, not a matter for warranty. Prior to submitting your next AR, please review the Subaru Claims Policy and Procedures Manual (Sections 8.4.25 and 8.4.31) to familiarize yourself with valid repairs related to Paint and Glass.

Common reasons ARs are rejected:

• Impact causing damage to the windshield or other glass, stone chips, wiper slap (To avoid damage caused by wiper slap, it is recommended the wiper arm(s) be lowered to the glass without letting go until the rubber of the wiper blade touches the glass.)
• Paint Chips caused by outside influence
• Clear coat lifting/blistering and/or color coat damage caused by outside influence like: fluids, tree sap, bird droppings, solvents or impact.

To improve the process, a close inspection of the glass crack or paint condition is required to identify any source of outside influence. If you determine a condition is not warrantable, review your findings with the customer at the time of the inspection. Submitting an AR when it is known it will be rejected is counterproductive for everyone involved.

If it is determined an AR is required, provide only quality pictures that clearly show the condition being reported. All dealers are required to have a 5 mega pixel (minimum) camera that provides high quality photos.

• Windshield cracks must have overlapping photos showing the entire length of the crack when applicable
• Vehicle should be clean
• Avoid glare from overhead lighting, bright sunlight and reflections.

It is important to review all of the pictures you intend to submit and ensure they are quality photos clearly showing the condition being reported. If you are unable to see the condition on the photo, we will not see it either resulting in requests for additional photos.

Following these recommendations will save you time and improve the Authorization Request process for everyone.

01 CPO PROCEDURE FOR TURBOCHARGED SUBARU VEHICLES

Due to the high number of phone calls presented to the Techline, we felt it necessary to remind retailers of the correct Certified Pre-Owned (CPO) procedures for Turbocharged Subaru vehicles. Calling Techline to check the CID/CVN for CPO purposes is NOT the correct procedure. The information below was published in the September 2015 TechTIPS Newsletter:

Please ensure all criteria are met before sending in a CPO CID/CVN Certification request to avoid delays. Once the vehicle has passed this part of the inspection, you should proceed with the rest of the decision-making process on certifying the vehicle.

As the CPO 152-point inspection form indicates, if a vehicle has ANY performance modifications, it cannot be enrolled as a Subaru Certified Pre-Owned vehicle. If there are any other non-performance related modifications, the vehicle must be returned to stock, with all stock/OEM parts installed before it can be enrolled as Certified. Non-compliance to these requirements may result in chargeback to the retailer for replacements after it is sold as a Subaru CPO unit.

01 CALLING THE TECHLINE REVISITED

In order for Subaru Techline to best serve our retailers, it is necessary the Technician meet the following criteria before dialing in for assistance. Following these guidelines can help reduce call wait times, decrease comebacks, and increase customer satisfaction.

• The vehicle should be available to the Technician for testing while on the phone with the Techline representative, if appropriate.
• If calling to discuss any type of warranty extension or TSB, included but not limited to CVT Extension, the Technician must have diagnostic results and be calling to discuss those diagnostic results. Techline authorization is limited to paint and glass defects as noted.
• When a case number is given to a Technician, it serves as a means to document vehicle issues and repairs. It does NOT give authorization to replace anything. If your diagnosis leads you to replace a component and your testing results have been reviewed with the Techline Representative, it is still suggested you discuss this with your Service Manager. When in doubt about the need for an authorization, consult the Policy and Procedures Manual to be sure you are following recommended procedures.
• Oil consumption issues falling within the guidelines of Technical Service Bulletin 02-157-14R do not need to be called in to the Techline unless you require assistance as stated at the bottom of the Consolidated Oil Consumption Form found on Subarunet.
• The only Authorizations the Techline can provide are for Warrantable Glass and Paint issues.  They are to be submitted through the Authorization Request (AR) process also found on Subarunet.
• When you encounter a Customer complaint of a normal condition you can verify on a comparable model, there is no need to call in for a case number to document this. If you have completed a repair successfully, there is no need to call and get a case number. It is suggested you complete and submit a QMR in these cases.

The Technical Support Line (Techline) is here to provide assistance to our retailers ONLY.

REMINDER:  The Techline phone number should never be given to the Customer! We can assist Authorized Subaru Retailer personnel ONLY. Customers must be directed to Customer Retailer Services (CRS) by contacting them online or by calling:

http://www.subaru.com/customer-support.html  or 1-800-782-2783.

02 SMOKE FROM EXHAUST ON DIT TURBO VEHICLES

Techline has received calls from Technicians forgetting to check the scavenger pump. Remember if the scavenger pump is not circulating the oil through the turbo, it can back up and leak into the turbo. This can cause smoking concerns. Be certain the lines to the pump are clean and free of any debris. The scavenger pump is sealed with FujiBond so it can be removed and a quick visual inspection to make sure there are no issues.

10 CONDENSATION INSIDE VEHICLES

With the winter months upon us, it is a good time to discuss condensation accumulating inside vehicles. Condensation occurs when there is a difference between the temperature and moisture levels (humidity) inside and outside the vehicle. When moisture inside the vehicle meets the cold windshield, water droplets occur which stick to the inside of the windshield and form condensation.

• Always try to remove any damp items from the vehicle as doing so will help prevent condensation.
• A dirty windshield can also promote condensation. This is due to dirt particles on the inside of the windshield which give the moisture a surface to attach themselves to.
• A dirty cabin filter can also cause dirt particles to build.
• Any kind of water leak into the vehicle can cause condensation. When diagnosing an excessive condensation concern, water test the vehicle and don't forget to check the Evaporator drain hose for clogging.
• Some customers keep their recirculation door in the closed position. This is not recommended and can also cause dampness to accumulate inside the vehicle. The HVAC system should be open to fresh air (recirculation door open).

TECH TIPS GREATEST TIPS

For this month's version of Tech TIPS Greatest TIPS we have selected the P0171 DIAGNOSIS TIP. The Techline still receives calls on this code daily. The diagnostics for this code remain unchanged. 

11 DTC P0171 DIAGNOSTICS

Diagnosing P0171 can be broken down into simple categories to reduce diagnostic time. Start by electronically saving the freeze frame data (FFD) and review it for necessary information. Do not clear the ECM memory at this time. Doing so will reset all learned values and may require a test drive to duplicate the fault. Next, enter engine control module current data display to monitor the short and long term fuel trims while the vehicle is at idle. If necessary, compare to a like vehicle under the same conditions. If the fuel trims are a high percentage indicating a lean air/fuel mixture, inspect the following items:

Fuel 

• Fuel pressure  below specification will not supply the required amount of fuel for a stoichiometric combustion.
  • Inspect components such as injectors, piping, and fuel pumps according to the applicable Service Manual.
• Poor fuel quality  such as fuel containing more than 10% Ethanol will create a lean condition.

• Use the appropriate testing equipment to determine fuel quality.

Unmetered Air 

• Air entering the engine after  the MAF  will cause lean air/fuel mixtures.
  • Inspect all air intake connections for damage or looseness after the MAF.
  • In order to locate air leaks which cannot be visually inspected, use a method of fuel enrichment while monitoring your fuel trims. If the fuel trims drop toward 0% or A/F sensor returns to ≤1.0 during enrichment of a certain location, suspect an air leak.
  • Test the CPC solenoid  and brake booster  by blocking the hose connected to the component while monitoring the fuel trims to determine if there is a fault.

Exhaust 

• Air  entering the exhaust system between the cylinder head and A/F sensor will also cause a false lean condition.

Metering devices 

• Metering devices for the air/fuel mixture can send incorrect information to the ECM causing incorrect fuel corrections.
  • Inspect the connections at all air/fuel metering devices for poor connection and contamination.
  • Swap the MAF  and A/F  sensor into a like vehicle to see if the condition follows the sensor.

Combustion chamber 

• Poor combustion in a cylinder can result in unburned oxygen. The A/F sensor will read the unburned oxygen as a lean condition.
  • Verify valve clearances  and compression  readings are within specifications according to the applicable Service Manual.
  • Information regarding cylinder leak-down  testing can be found on STIS in Technician's Reference Booklet: Engine Theory and Diagnosis MSA5P2106C.

15 LONG RANGE RES TRANSMITTER PROGRAMMING

The Techline continues to receive calls from Technicians looking for the procedure to program Long Range Remote Engine Starter (RES) transmitters. When you install a Long Range RES it comes with a card that has the information to program transmitters. The card should be left in the customers glove box.

Please see the programming procedure below: