Subaru of America, Inc. Oct 9, 2020, 8:07 AM (4 days ago) to me

Hello

Thank you for your email and the information you provided. Please understand, I want to be direct so I can provide the necessary facts quickly. This way you can evaluate how you want to proceed with the vehicle in a timely manner.

For the local Subaru service department to proceed with a warranty determination, the car needs to be restored to factory specification. The original parts need to be re-installed. You would then schedule an appointment with your preferred Subaru retailer.

If the car cannot be driven, the service department will request you authorize a tear down.

So we are both on the same page; Should the repairs 1. not be covered by warranty and 2. you don't perform the recommended repairs with the service department, you would pay the tear down/diagnosis fees. In this situation, you have two options to receive the car back, 1. pay the labor fees to re-assemble the car or 2. tow the car out in the torn down state.

Based on your earlier communications, I understand authorizing a diagnosis and/or tear down is the reason you have not proceeded. I can confirm there is no circumventing this step, it is standard warranty procedure.

The service department cannot guarantee warranty coverage before the diagnosis is performed. The technician determines the point of failure, defect or an outside influence. The warrant only applies if the tech finds a defect.

If you are considering this option and want a quote for the tear down fees, please contact the service department. They will quote the tear down fees based on the estimated time the technician needs.

Please take the time you need to consider your options. If you decide to proceed, kindly reply with the appointment date/time and name of the Subaru retailer. This will allow me to follow along in a timely manner.

Sincerely,

Betty Steinberg Subaru of America, Inc. Customer Advocacy Department 1-800-SUBARU3 (1-800-782-2783) Service Request Number: 1-59981586390

[THREAD ID:1-S3G40ID]

10:03 AM (29 minutes ago) to CustDlrServices

Betty, I hope we are on the same page.

As I read your terms I would need to re install the defective and broken parts in the car. Then tow it to a dealer, who would then remove the defective and broken parts so they can determine if the parts are broken and defective. If they vote not defective they would then put the broken and defective parts back in the car and bill me for that service. Do I have the recommended procedure right?

Your terms would result in a constructive total loss of the vehicle, The cost would project as (this is a dealer ,Pape Subaru, estimate cost) $6,000.00 tear down, tow and diagnose, then $6,000.00 to repair. making a grand total of $12,000.00, that would exceed the value of the vehicle.

As a fleet manager, I know car manufacturers in fact do have regional personnel whose job is to travel and conduct field investigations of their product when there is a major issue or design problem. They work with owners and independent shops to get at the problem and have it fixed so that the product performs as designed. Subaru Of America has such personnel

,.. A rebuild of broken parts does not pass the straight face test. I know it is your job to deal with customers that want everything paid for and you must get a pile of them every day. As a former criminal investigator and forensic examiner, I know you can't please everyone, and you will more than likely deny any claim I may make. I get it, it is your job. But Subaru has a problem with the transmission and it can and does also lead to engine loss. This was a car that had under 80,000 miles and just 5 years old.

Even if this goes no further, Subaru needs to do the right thing and that would be to look at the problem and work with those involved parties to resolve the issue. Am I going to put broken parts back in my car... no. I am out over $3,000.00 now and in my world that hurts,

I hope you don't mind me posting these e mails.

Peace