Holy crap, Subaru. I'm impressed.

"As Du Volant" (skuhnphoto) 01/18/2017 at 13:29 • Filed to: Subaru

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So I recently got a 2002 Subaru Impreza. It was my mom’s and it’s been in Florida for the past 13 years, and I bought it from her when she got a new car. Then I took it on a road trip from Florida to Pittsburgh, which I’m going to write an entire post about one of these days (with pictures!).

Being a Florida car it’s completely rust-free... or so I thought. Upon putting it through Pennsylvania state inspection I found out the front subframe was rotted out. Not mine, but similar:

How in the hell could a car from northern Florida have a rotted out subframe? Turns out condensation from the A/C had been dripping on it, and once the water was sitting inside the subframe rail it started rusting from the inside out. So basically, it’s a design defect.

The subframe can be replaced. It’s not even that hard to do but money is super tight and I really didn’t have the funds handy to buy a new one. Plus I felt kind of ticked off that this was caused by bad design rather than normal wear and tear. So I called Subaru’s customer service line and told them about it.

I was nice and polite the whole time. Explained my experience with Subarus (this is #12 for me and my family has owned them since 1988) and told them I felt this part was defective, and then I kindly asked them for some help. They asked for a repair estimate so I had the Subaru dealer write one up for me and passed it along.

Today I got an email.

Subaru is paying for a new subframe . On a car that’s been out of warranty since 2004. Un-freaking-believable.

You the real MVP, Subaru.

Rico > As Du Volant 01/18/2017 at 13:35

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Wow that’s actually amazing.

Sir Halffast > As Du Volant 01/18/2017 at 13:35

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Mine’s a 2015, and its my/our first, so nothing along these lines has ever come up. That said, the customer service I’ve received since purchase has been hands down fantastic. Even had a salesman leave his shift with a set of jumper cables after my wife left the car in accessory mode for too long. Thankfully I was able to get her a jump and he didn’t need to get all the way to me, but still. I used to be all Honda, but never again. They’d already won me over, but the ongoing customer care is the real clincher.

As Du Volant > Sir Halffast 01/18/2017 at 13:38

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This was my second experience with them. My first was when my dad’s Forester blew a head gasket a year out of warranty. He was ready to pay the bill and move on, but I called them on his behalf and asked for some help- they sent him a check to reimburse him for the repair.

CaptDale - is secretly British > As Du Volant 01/18/2017 at 13:38

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Dude seriously. Working for a Subaru dealer people don’t understand when I tell them to call Subaru Customer Care. They want us to do it. I takes forever for me to explain they won’t help you if I call, but if the customer does they usually do. They have an amazing customer service team.

HammerheadFistpunch > As Du Volant 01/18/2017 at 13:39

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Cost of subframe and service? $1000

the current going rate for converting someone to a net promoter? A Lot more.

Seriously, lots of ad money is spent to not only win sales but to win people to your way of thinking, and the cost, per person, of that valuable net promoter is typically way more than the cost of something like a subframe. Its just good to hear that Subaru understands that not all marketing is print and digital.

As Du Volant > HammerheadFistpunch 01/18/2017 at 13:42

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Damn straight. Other brands just don’t get it.

I work for a dealer group that sells Chrysler. Had this happened with one of their products (except it would’ve taken 4 years, not 15) their response would be “LOL tough shit bro” and maaaayybe kicked in a coupon for $500 off your next new car purchase... which wouldn’t really help much because you’d be $5000 underwater on the car loan thanks to the car depreciating 80% in the first two years.

JQJ213- Now With An Extra Cylinder! > As Du Volant 01/18/2017 at 13:46

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We recently got our first subaru: 2016 outback, and have been extremely impressed.

Even the way they handled the one recall was amazing. They sent a guy to the house to determine if it was involved, since it was, sent a tow truck to get it, and gave us a similar car rental (which was a fully loaded gmc Acadia; i was expecting a fiesta or similar.

The dealer kept us updated 100% of the way and subaru even gave us $100 voucher for parts or service.

Seriously making me consider a forester for my next car.

BobintheMtns > As Du Volant 01/18/2017 at 13:47

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Always nice to hear about a company doing the right thing....

I wonder if this will trickle over to subaru’s head-gasket department...?

BobintheMtns > As Du Volant 01/18/2017 at 13:47

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Always nice to hear about a company doing the right thing....

I wonder if this will trickle over to subaru’s head-gasket department...?

As Du Volant > BobintheMtns 01/18/2017 at 13:48

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Last year I got them to cover the head gaskets on my dad’s Forester. It was a year out of warranty.

Frenchlicker > As Du Volant 01/18/2017 at 13:49

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I had an ex that had something like that happen with a window motor. The car was a 9 year old Forrester. A GM dealership that sold her the car sent her to a Subaru dealership to get a window motor looked at because they said they would replace it once she got an estimate. Once the estimate came back they said they would cut a check for $100(less than 1/3 of the price). When she called to cancel the fix appointment with Subaru they said they would see what they could do for her and would call her back. In the end they accept the $100 and did the work. The part itself cost more than $100 generic. I loved that car and I love the brand. Eventually I’ll get back behind the wheel of one.

smobgirl > As Du Volant 01/18/2017 at 13:50

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Sounds like the dealer I bought my Abarth from. They keep sending me mail and calling me with these “spectacular offers” to buy back my “Fiat Pop!” And get me into something new. My favorite was the latest letter where the offer expire two days before I got it (so basically, the day they mailed it). That’s the whole reason I won’t even go to their shop for oil changes.

As Du Volant > smobgirl 01/18/2017 at 13:55

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Five years ago I took my girlfriend’s Toyota Matrix to a local Toyota dealer for warranty work. To this day I still get letters from them saying they’re in urgent need of 6 2009 Toyota Matrixes for their used car lot and are ready to pay TOP DOLLAR for my trade-in.

How gullible do you think I am?

We sold that car in 2013.

Also, for clarification... Chrysler is the one that’d tell them they’re out of luck. Our company actually does treat its customers very well and we’d really try to help, but we can’t make money appear out of thin air when it really should be the manufacturer coughing it up. In a case where a customer car needs major work way before it should we’ll often just give them the value of the car as if it needed no repairs, then fix it in-house and take a slight loss when we sell it.

DipodomysDeserti > As Du Volant 01/18/2017 at 14:03

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I’ve had weeping valve covers on two warrantied Chrysler products. On both occasions they said unless it drips oil onto the floor it is not covered.

DipodomysDeserti > CaptDale - is secretly British 01/18/2017 at 14:05

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Now I kind of wish I called them when my WRX started eating itself. Of course it was out of warranty with a swapped turbo, exhaust, and tune, so it probably wouldn’t have helped.

E92M3 > As Du Volant 01/18/2017 at 14:05

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This is how you create life long customers. Great job Subaru. German cars brands.... I hope you’re listening.

VajazzleMcDildertits - read carefully, respond politely > As Du Volant 01/18/2017 at 14:06

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Wow! And to think, I just got done reading the whole R63 thread about the busted head bolts. I know it’s not apples and oranges, but the difference in talking to corporate here vs there is striking.

CaptDale - is secretly British > DipodomysDeserti 01/18/2017 at 14:07

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They may have. Probably wouldn’t at that point.

FTTOHG Has Moved to https://opposite-lock.com > As Du Volant 01/18/2017 at 14:21

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Other industries could learn from this as well. My department at work is currently facing a $139k repair on a $700k machine for a part that failed 2 months out of warranty, likely related to cooling system issues that we had while it was still under warranty. So far not only have we gotten nowhere with negotiating some sort of discount, but they are charging us $3k+ per week to rent a “loaner” part, because even if we pay full-price for the $139k part there is a several-month lead time on it. Meanwhile our customers are getting increasingly agitated. (If anyone who works at GE Oil & Gas and/or GE Healthcare is reading this - your sales staff is great, but your after sales service is terrible!)

adamftw > As Du Volant 01/18/2017 at 14:22

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Nice. Maybe Toyota will give me a new T100 frame?

lol.

FTTOHG Has Moved to https://opposite-lock.com > E92M3 01/18/2017 at 14:32

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On a smaller scale, Hyundai’s customer care paid for a new sun visor on an out-of-warranty Santa Fe that I had a few years ago that fell onto my head and nearly caused my to crash while I was merging onto the highway. That was a smaller repair and my car way maybe 1 year and 10k out of warranty, but at least it was something. I wouldn’t expect it from the Germans, but maybe if they hear enough about it!

As Du Volant > adamftw 01/18/2017 at 14:34

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Seriously though, maybe you can at least get something out of them?

That Bastard Kurtis - An Attempt to Standardize My Username Across Platforms > As Du Volant 01/18/2017 at 14:59

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Kia actually did the same thing for a friend of mine on her Sorento. It went in for an inspection at a dealer, failed for that, and without her even calling they just said ‘eh, that shouldn’t fail, we’ll replace it.’ I was legitimately impressed.

Bytemite > smobgirl 01/18/2017 at 15:00

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Wow...I would have loved an Abarth if it wasn’t made by FCA. Quite amazing used value though...I see these 3 year old Abarths on craigslist for SO CHEAP!

HFV has no HFV. But somehow has 2 motorcycles > As Du Volant 01/18/2017 at 15:05

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Nice, and I thought VW’s 12 year rust program was cool.

smobgirl > Bytemite 01/18/2017 at 15:09

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Seriously. Mine was a couple years old or I couldn’t have gotten it. Surprisingly, the FCA aspect hasn’t bitten me in the ass yet. I test drove some stuff at a Subie dealership down the road the same day but they wouldn’t budge on prices, even for used vehicles sitting so long they needed a jump start. Nice folks, just slightly unreasonable.

My bird IS the word > As Du Volant 01/18/2017 at 15:17

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Mayby I’ll call pontiac and....... nevermind.

I called a chevy dealer once for an odd-sized nut for my parking brake cable and they told me that they couldn’t even order one it was so old.

If only EssExTee could be so grossly incandescent > adamftw 01/18/2017 at 15:23

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My Dad had a 1G Tacoma. Even though the frame recall was out-of-date, the dealer bought it back at what it would have been worth with a good frame.

Master Cylinder > As Du Volant 01/18/2017 at 15:47

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Awesome!

(Makes mental note to take a look at the subframe on his Legacy)

Highlander-Datsuns are Forever > As Du Volant 01/18/2017 at 16:25

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1. that’s awesome of subaru

2. you have a legitimate safety concern and could randomly get injured driving the car if the wheel fell off then sue them for bazillions of dollars

3. This is how subaru makes life customers, they have also been terrific to me.

4. I’ll probably not buy another subaru unless it’s a WRX or BRZ because their new NA 2.5L engines kinda suck.

Phatboyphil > HammerheadFistpunch 01/18/2017 at 16:29

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Next time I go to a car dealer I’ll be sure to mention I’m an Oppo author!

RallyDarkstrike - Fan of 2-cyl FIATs, Eastern Bloc & Kei cars > As Du Volant 01/18/2017 at 16:42

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There is a known recall on that gen of Impreza.....ask me how I know 9_9

Loved my 2002 Impreza wagon, but the front subframe rusted out on mine that I paid for out of pocket at my usual mechanic’s place in 2009 or so. A month later Subaru issues said recall for the first time, so I call Subaru Canada / the dealer to ask for compensation as it was very expensive (for me at the time as I was trying to pay for university) and am told I couldn’t get any because I didn’t have an authentic Subaru dealer install the part despite the fact it WAS an OEM part ordered through Subaru....

As Du Volant > RallyDarkstrike - Fan of 2-cyl FIATs, Eastern Bloc & Kei cars 01/18/2017 at 17:08

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Strange, I ran it through the recall database and the only recall that existed on mine was for the control arms. I wonder if it was a Canadian recall only.

adamftw > As Du Volant 01/18/2017 at 17:28

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I’m sure they’d offer me MSRP on a new Tacoma.

adamftw > If only EssExTee could be so grossly incandescent 01/18/2017 at 17:28

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T100 wasn’t never even recalled

RallyDarkstrike - Fan of 2-cyl FIATs, Eastern Bloc & Kei cars > As Du Volant 01/18/2017 at 18:09

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Hmmm....maybe I am thinking of the control arms instead, either way, I know I had to have both control arms and the subframe replaced at the same time, so I guess I AM thinking about the control arms but in the exact same situation as above! Sorry for the mix-up, as it was 7 years ago and my mind is fuzzy!

Takuro Spirit > As Du Volant 01/18/2017 at 19:30

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*looks at stack of Dodge Caliber front and rear crossmembers being replaced under warranty for the same reasons*

No one is thanking FCA.

punkgoose17 > As Du Volant 01/18/2017 at 19:36

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That is impressive. The Suzuki Esteem had the same problem, but it was more severe. Also, Suzuki left it’s customers on the hook if it was out of warranty.

punkgoose17 > punkgoose17 01/18/2017 at 19:38

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P.S. Also Suzuki did not recall the Esteem they just released a TSB.

espo618 > As Du Volant 01/18/2017 at 19:47

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Not car related, but customer service greatness. I’ve had a dakine camera backpack for probably around 4 years. It came with some from internals to make your own pockets and such, but not enough if you aren’t carrying huge lenses (I am not) and also my dog chewed the hip buckle. I emailed dakine, let them know I wanted to buy some internal padding and a buckle. They had me send them a picture of the tag to get the product number and colors, then responded via email with a tracking number. That’s it. They didn’t even charge me shipping. I’ve never had such an easy experience with customer service and it ensures I will be looking to dakine first for years to come.

boredalways > As Du Volant 01/18/2017 at 20:50

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Not only is that awesome, it makes me want a Subaru of my own.

Still don’t want a CVT even though they are known to have the best in the business.

Mike > adamftw 01/18/2017 at 21:01

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Actually you may want to call and check. A good friend of mine just recently got the approval from a Toyota engineer to have to Toyota install a completely new frame on his 2001 Tacoma that he purchased new in late 2000. His truck had a rust spot he was watching for 2 years that just recently he could stick a 3/8 combo wrench through. I also had a friend get a new frame on his 08 Taco.

Junkrat aka Rick Sanchez: Fury Road Edition > As Du Volant 01/18/2017 at 21:59

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So I recently got a 2002 Subaru Impreza WRX wagon. It was my brother’s and it’s been in Texas for the past 15 years, and I bought it from him when he got a new car. Soon I will take it on a road trip from Texas to Oregon, which I’m going to write an entire post about one of these days (with pictures!).

JasonH > As Du Volant 01/18/2017 at 22:12

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How do you get them to fix their weak ass headgasket for free? I get popping one on a Turbo car but not a freaking 2.5NA cranking out a whole whopping 165hp.

Awdallday > As Du Volant 01/18/2017 at 23:10

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Lol you and people like you are the worst. The car is old and needs repairs. Its your problem. But everyone wants someone else to be responsible for their problems. Thank the mechanic who fixed it for super low pay because subaru takes care of the customer but not their technicians.

Nauraushaun > As Du Volant 01/19/2017 at 03:17

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This is an amazing story.

Stapleface > As Du Volant 01/19/2017 at 07:04

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Damn, that’s some pretty good customer service. I still kind of miss my Crosstrek (only if it wasn’t so slow and got better fuel economy). My current Civic is still slow, but at least I pull down 35MPG (not that I’m not bored to tears of the Civic, too).

adamftw > Mike 01/19/2017 at 07:13

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Huh. Won’t hurt I guess. Call Toyota corporate? They don’t owe me shit, I just bought this truck a month ago.

As Du Volant > JasonH 01/19/2017 at 08:37

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The same way. I got them to cover my dad’s blown HG on his out of warranty Forester last year.

As Du Volant > boredalways 01/19/2017 at 08:38

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Agreed. Their CVT is the best I’ve ever driven, and I’ve driven pretty much every one on the market. Still sticking with a manual though.

SidewaysOnDirt still misses Bowie > As Du Volant 01/19/2017 at 08:46

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Florida’s not a salt free environment, especially near the coast (where 90% of the people there live because central Florida is scary as shit and has no redeeming qualities). It just comes from the sea instead of the roads, though the roads are (seriously) made out of sea shells, so I imagine that they still contain a fair amount of salt..

SidewaysOnDirt still misses Bowie > adamftw 01/19/2017 at 08:48

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Can’t wait for them to give me a new AW11 body.

As Du Volant > SidewaysOnDirt still misses Bowie 01/19/2017 at 09:11

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This was from northern Florida, not right on the coast but fairly close. The climate is more Deep South than stereotypical Florida. During all my visits there I’ve only seen a handful of rusted cars. Even the abandoned cars don’t rust.

DaftRyosuke - So Long and Thanks for All the Fish! > boredalways 01/19/2017 at 15:12

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I daily a Subaru with a CVT, and compared to every other CVT I’ve driven, Subaru is definitely the best out there. After two years of owning it, I’ve gotten so used to it. The flappy paddles on the wheel do come in handy for my gearhead impulses, though.

DannyWRX > As Du Volant 01/19/2017 at 20:33

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That’s awesome. I’ve always owned a Subi. Right now unfortunately I drive a Toyota truck because new home owner. But my lady has an unreal Tribeca. With so many features it makes a Benz seem like a Honda.

Mach-inator > As Du Volant 01/20/2017 at 08:34

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I’m from St. Augustine and the salty air drops off exponentially as you leave the coast. You should only really have to worry about it if you’re within 5 miles of the coast. The humidity still makes things rust but at a much slower rate and isn’t really a problem for modern cars. I gave up on buying stainless steel outdoor things since I’ve never had one that didn’t rust.