Ongoing oil-consumption problem with my 2012 Subaru Outback 3.6 revealed Subaru is intentionall rigging their "oil-consumption test" results to make oil loss appear less severe than it actually is.
After I had the 1st oil-consumption test performed I was told my oil-consumption during the test was "minimal" and "normal". But it gradually got worse so I started keeping a detailed video diary, parking my vehicle at the exact same, marked, level spot in my garage and always checking my dipstick reading at the same engine temperature (cold).
In Aug 2018 I complained again and had a 2nd test performed by dealership#1 (while also documenting my oil consumption in parallel on video). When they started this test they overfilled my oil level by more than 1/2 quart. I documented this in my video record as soon as I returned home from the dealership that morning. I used a permanent marker to indicate this new Start level on the dipstick as we were apparently using this as the baseline for the test. I also immediately called the service manager and informed him of this apparent "mistake". We agreed that we would use this higher level as the starting point of the test and measure the loss from there.
For this 2nd test I was told to return when oil level was "at least 1qt low or when the low oil light comes on". When I returned to dealership to have them record my over 1 quart oil loss, the service manager actually came out just as I was dropping off my car and immediately checked the dipstick right there in the carport with me.
He looked at the dipstick and said "it's only about 1/4qt or so low, that's normal". I then reminded the Service Manager of two things: the starting point was not the normal "F" mark but my permanent marker line much higher up on the dipstick (making the current dipstick reading more like 3/4qt low) AND I REMINDED HIM that my engine here in the carport had only been shut off for about 3 minutes. The oil was also still hot and thermally expanded, thereby adding to the artificially higher reading on the dipstick. I also pointed out that the oil & filter change and Starting oil level check was not performed here in the carport drop-off lobby, but I presume, in one of the service bays of the shop. All these factors, I explained, were likely contributing to his inability to accurately read the oil loss from my vehicles dipstick.
I then attempted to hand him a DVD containing all the video measurements that were taken up to that point,including a video that was taken just an hour before driving over to his dealership, which clearly showed my oil level was over 1qt below the marked starting line. He initially took the DVD but after considering the situation, he returned it back to me and said there was nothing further he could do. He suggested I talk to Subaru corporate.
I went immediately back home, parked in the same, level, marked spot on my garage as always and let the engine cool down for about 2hrs (because that's how long it takes my 2012 Outback's oil to fully cool down and ensure all oil has fully returned to the pan). I then measured out new oil in a measuring cup and re-added it to the engine until we were back to our marked Starting line...lo and behold I was 38oz of oil low. This calculated to 10.2oz of oil consumed per 1200 miles. Subaru requires 10.7oz to replace the engine short block. Still seems to me to be lot closer to "a problem" than "normal" to me.
Opened a case with Subaru Corporate who sent me to dealership#2 where a 3rd test was taken. For this test they wanted me to just drive 1200 miles and return. We were looking for 10.7oz (1/3qt) or more of oil loss. Of course I video documented my oil loss and then brought it back to them when I was at @1/3qt low on the dipstick. They warmed up my engine (already warm from driving to this dealership over 30 minutes away), let it sit a few minutes and then checked the oil level on the dipstick. I was then informed my engine had "ZERO oil loss", "everything is fine" ;) I pulled out my phone and showed the service manager the video that was just shot that morning in my controlled environment. My video clearly showed 1/3qt loss on the dipstick, not ZERO.
I again pointed out to this Subaru representative that starting a test using fresh/COLD oil levels on the dipstick but then intentionally using a HOT oil reading for the final measurement could throw off test results by as much as 24oz, so of course when we are trying to accurately record a 10.7oz loss it would be temporarily obscured by the HOT, thermally-expanded oil he just used to record the Final reading.
I could see in his eyes that he totally understood me and I had called them out on what was going on with these "oil-consumption tests". He basically apologized and said they were required to follow the "oil-consumption test" procedure that Subaru dictates and he could do nothing else for me.
I then spent many weeks emailing (very slow responses) with Subaru corporate. They are, in fact, aware hot, thermally-expanded oil gives artificially high dipstick readings. They even have literature and manuals that state this very fact. But they have intentionally instructed their dealerships to warm up the engine oil before taking final dipstick readings during this test.
They also do not insist on using the same location for the Starting and Final dipstick readings (Subaru horizontally-opposed, boxer engine are more susceptible to varying dipstick readings when vehicle is positioned at different angles).
Subaru corporate said all they could offer me was to go and take a 4th "oil-consumption test". When asked if they would conduct this test in a controlled and accurate fashion, ensuring that the Starting and Final dipstick readings were taken at the same oil temperature, I was told that the 4th test would be conducted same as the previous ones .
Long story short, they've designed this "test" to help them deny oil-consumption problems exist, thereby forestalling, or altogether avoiding, responsibility for the repairs. The most frustrating part is that even if your oil-consumption problem is gradually getting worse and you merely wish to have it documented, this "testing" procedure gives Subaru the plausible deniability. Subaru can say they investigated your complaint but never "saw" a problem, thereby leaving it out of your vehicles history, which may have helped your case down the line when the engine fails after your warranty has expired.
Ongoing oil-consumption problem with my 2012 Subaru Outback 3.6 revealed Subaru is intentionall rigging their "oil-consumption test" results to make oil loss appear less severe than it actually is.
After I had the 1st oil-consumption test performed I was told my oil-consumption during the test was "minimal" and "normal". But it gradually got worse so I started keeping a detailed video diary, parking my vehicle at the exact same, marked, level spot in my garage and always checking my dipstick reading at the same engine temperature (cold).
In Aug 2018 I complained again and had a 2nd test performed by dealership#1 (while also documenting my oil consumption in parallel on video). When they started this test they overfilled my oil level by more than 1/2 quart. I documented this in my video record as soon as I returned home from the dealership that morning. I used a permanent marker to indicate this new Start level on the dipstick as we were apparently using this as the baseline for the test. I also immediately called the service manager and informed him of this apparent "mistake". We agreed that we would use this higher level as the starting point of the test and measure the loss from there.
For this 2nd test I was told to return when oil level was "at least 1qt low or when the low oil light comes on". When I returned to dealership to have them record my over 1 quart oil loss, the service manager actually came out just as I was dropping off my car and immediately checked the dipstick right there in the carport with me.
He looked at the dipstick and said "it's only about 1/4qt or so low, that's normal". I then reminded the Service Manager of two things: the starting point was not the normal "F" mark but my permanent marker line much higher up on the dipstick (making the current dipstick reading more like 3/4qt low) AND I REMINDED HIM that my engine here in the carport had only been shut off for about 3 minutes. The oil was also still hot and thermally expanded, thereby adding to the artificially higher reading on the dipstick. I also pointed out that the oil & filter change and Starting oil level check was not performed here in the carport drop-off lobby, but I presume, in one of the service bays of the shop. All these factors, I explained, were likely contributing to his inability to accurately read the oil loss from my vehicles dipstick.
I then attempted to hand him a DVD containing all the video measurements that were taken up to that point,including a video that was taken just an hour before driving over to his dealership, which clearly showed my oil level was over 1qt below the marked starting line. He initially took the DVD but after considering the situation, he returned it back to me and said there was nothing further he could do. He suggested I talk to Subaru corporate.
I went immediately back home, parked in the same, level, marked spot on my garage as always and let the engine cool down for about 2hrs (because that's how long it takes my 2012 Outback's oil to fully cool down and ensure all oil has fully returned to the pan). I then measured out new oil in a measuring cup and re-added it to the engine until we were back to our marked Starting line...lo and behold I was 38oz of oil low. This calculated to 10.2oz of oil consumed per 1200 miles. Subaru requires 10.7oz to replace the engine short block. Still seems to me to be lot closer to "a problem" than "normal" to me.
Opened a case with Subaru Corporate who sent me to dealership#2 where a 3rd test was taken. For this test they wanted me to just drive 1200 miles and return. We were looking for 10.7oz (1/3qt) or more of oil loss. Of course I video documented my oil loss and then brought it back to them when I was at @1/3qt low on the dipstick. They warmed up my engine (already warm from driving to this dealership over 30 minutes away), let it sit a few minutes and then checked the oil level on the dipstick. I was then informed my engine had "ZERO oil loss", "everything is fine" ;) I pulled out my phone and showed the service manager the video that was just shot that morning in my controlled environment. My video clearly showed 1/3qt loss on the dipstick, not ZERO.
I again pointed out to this Subaru representative that starting a test using fresh/COLD oil levels on the dipstick but then intentionally using a HOT oil reading for the final measurement could throw off test results by as much as 24oz, so of course when we are trying to accurately record a 10.7oz loss it would be temporarily obscured by the HOT, thermally-expanded oil he just used to record the Final reading.
I could see in his eyes that he totally understood me and I had called them out on what was going on with these "oil-consumption tests". He basically apologized and said they were required to follow the "oil-consumption test" procedure that Subaru dictates and he could do nothing else for me.
I then spent many weeks emailing (very slow responses) with Subaru corporate. They are, in fact, aware hot, thermally-expanded oil gives artificially high dipstick readings. They even have literature and manuals that state this very fact. But they have intentionally instructed their dealerships to warm up the engine oil before taking final dipstick readings during this test. They also do not insist on using the same location for the Starting and Final dipstick readings (Subaru horizontally-opposed, boxer engine are more susceptible to varying dipstick readings when vehicle is positioned at different angles).
Subaru corporate said all they could offer me was to go and take a 4th "oil-consumption test". When asked if they would conduct this test in a controlled and accurate fashion, ensuring that the Starting and Final dipstick readings were taken at the same oil temperature, I was told that the 4th test would be conducted same as the previous ones .
Long story short, they've designed this "test" to help them deny oil-consumption problems exist, thereby forestalling, or altogether avoiding, responsibility for the repairs. The most frustrating part is that even if your oil-consumption problem is gradually getting worse and you merely wish to have it documented, this "testing" procedure gives Subaru the plausible deniability. Subaru can say they investigated your complaint but never "saw" a problem, thereby leaving it out of your vehicles history, which may have helped your case down the line when the engine fails after your warranty has expired.
Feel the Love yet?
- randominthesameway, Quakertown, US