Hmm...I actually have a very different experience of after sales for my second Subaru, which is the current new Forester turbo.
My first Forester was from 2009 till 2013. Nothing to shout about at MI during my 3 year warranty period. Well then again, there was nothing wrong with my car during the whole warranty tenure. So just regular servicing at the old MI HQ back then.
But with the new Forester I actually had pretty good after sales treatment from Subaru MI. 8 months into ownership and my engine BLEW. That's right, new subaru DIT engine. Same as the one in the coming new WRX.
There was some slight issues already. But it was not regular. But the engine knocks (very loudly) when accelerating at low speeds or up gradients from low speed and loses power for half second. For example from traffic lights or up a bridge from a merging lane. Not during high speed pushes. During very normal accelerating scenarios.
Research, research online...found Australians also facing same issues. Initially aussie owners found that the air intake clamps seem to be the culprit. But apparently Subaru sent engineers over to Aussie to test and figured out that it was the engine tuning issue. So new maps, new spark plugs. Problem solved.
Subaru MI replaced my whole engine. Brought in from land of rising sun, gave me an XV to use (which they offered me after I mentioned how I needed a high riding car for my work) and now I have back my Forester and loving the new engine with the brand new tune. No more problems. And apparently they are applying this new tune update to the WRXs as well according to some of the Aussies.
Another FXT owner that I met also had the knocking problem, but his engine did not blow. They also gave him a courtesy car while updating his tune.
The engine replacement under warranty was really no fuss at my end. Only needed to hand over the documents to them for the car registration update and reinspection, which MI handled everything. Whole process including testing, inspections etc. took about just over a month from the day it was decided that the engine needs to be replaced.
All the while the attitude I got from MI was generally good and friendly.
For my previous Forester, my review of MI after sales would be neutral.
But this time round, I think they are trying hard to please and making changes and I am happy with the way they took responsibility and dealt with the problem. Of course not the record breaking award winning red carpet service, but definitely much better than some other car brands that my company owns.
Wow... That's interesting. I purchased my first scooby in jan 2010. I have to say that it's a great car. No headaches but towards the end of the warranty period, I experienced some slight knocking sound coming from the front suspension. I went to MI and ask them to check. Once I reached there, they said all the ram have been used and I need to wait for about 30-40 mins. I agreed and waited. When e ram was free, they didn't bother to check and I had to ask the technician in charge. He asked the problem again and I told him about the slight knocking sound. Guess what he said after that! He told me that he needs at least 1/2 day to check the knocking sound and asked me to come back 2 days later in the morning for checking. No guarantees that the correction / repairs could be done that day coz they might not have the part!!!!
Argghhh.... My frustrations was, if you need half a day to check at least let me know earlier so that I don't have to wait there for 1 hour like I have nothing better else to do!!!!!
Left MI and vowed never to return again as my warranty has ended. I don't mind paying for the overcharged service and parts and I only use MOTUL oil. But it's another thing if you don't respect me as a paying customer.
Jun 4 2014, 06:34 PM
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