Subaru Head Office (US)
Subaru of America, Inc.
Subaru Plaza, 2235 ROUTE,
70 WEST, Cherry Hill,NJ 08002
United States
Phone: +1 856 488 8500
Subaru Customer Service
Phone: 1-800-SUBARU3 (1-800-782-2783)
By Post
Subaru Plaza
P.O. Box 6000
Cherry Hill, NJ 08034-6000
International Support
Below are phone numbers of Subaru worldwide. Reach these numbers for queries on Subaru vehicles or dealer locations.
| Australia: +61 2 9828 9111 Brazil: +55 11 5538 1009 Canada: +1 905 568 4959 France: 01 34 30 62 00 Germany: 01805 – 911 912 Hong Kong: +852 2511 2727 Indonesia: +62 21 723 8999 Italy: + 39 464 675 555 Malaysia: +60 3 7968 1212 New Zealand: +64 9 272 7720 |
Netherlands: +31 23 751 91 00 Portugal: +351 21 854 8100 Russia: +7 495 540 4646 S.Africa: +27 11 6080116 Singapore: +65 6417 0333 Spain: +34 91 369 28 90 Thailand: +66 2 725 1888 UAE: +971 4 3478020 UK: +44 121 747 400 |
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Subaru Dealers
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About Subaru
Subaru is a brand owned and operated by Fuji Heavy Industries Ltd. Subaru manufactures, repairs and sells minicars, passenger cars and their components. Subaru vehicles are found worldwide, including countries in Europe and Asia. USA, Canada, Germany, Switzerland, UK, Russia, China and Australia form some of Subaru’s main overseas markets.
Subaru’s vehicles come with the symmetrical All-Wheel Drive technology and the Subaru boxer engine. Subaru’s current models include Subaru Impreza, WRX, STI, Subaru Legacy, Subaru Outback, Subaru Forester, and Subaru Tribeca. The Japanese company is targeting sales of more than 100 million vehicles per year within the next 10 years. As of 2011, Fuji employs some 13,000 people worldwide. For FY 2011, Fuji had net sales of Yen 1,580,563 million.
I have a 2012 Forester SJG 2.0L Turbo and had 2008 SH5 Non-Turbo version earlier. Tell me, why did you from 2019 decide to under-power a legendary vehicle of such outstanding performance integrity built on Impreza wrx platform? We, the Forester enthusiasts feel left out. Is there anything you can do to reverse this and have say, the 2.4 L Turbo engine on upcoming forester? Concerned customer
I am from South Africa and own a 2016 Subaru forester. it came with a 5 year maintenance plan. Last year, just before the service was due the country went into lockdown and services were closed. I eventually had the car serviced in June. At that time the garage put a sticker in that said ‘Next service 58000kms or June 2021’. With lockdown I have not done much driving. When I phoned to book the service for June I was the told that the maintenance plan was no longer in operation & I had to pay for the full service. When I queried it I was told the ‘head office’ was not being accommodating and that I was not the only one complaining. I wrote to the Head office and was ignored (no answer to my mail). I went on to a consumer site and posted a complaint and was told that Subaru did not answer complaints or queries. is there any way that someone in some authority in Subaru can get Subaru SA to provide a minimum of customer service?. At this stage it is doubtful I will replace this with another Subaru. I like the car, but if the Head office is arrogant and unhelpful there are plenty of other options! Dr. Jan Moll
I have a Forester 2.0X CVT. I purchased it new in April 2017 and currently have on it 45,507 km. Being a 4×4 vehicle, I drive it off-road, once every 2-3 weeks, (with under-carriage protection ordered with the vehicle) on trails similar to those seen on your advertisement videos for this type of vehicle. I do not drive on trails designated for vehicles built for the more difficult terrain. I have encountered two problems with the vehicle which I would not have expected on a 4-wheel drive vehicle such as the Forester. 1) the front fenders on both sides of the vehicle have separated slightly from the rest of the body. The authorized garage has glued and taped them back into position which I see as temporary since the tabs which hold them are broken, and 2) 4 bushings had to be replaced (part numbers 20204AG030 and 20204AG011).
To the Manager of Subaru,
I have purchased my Subaru XV last November 2018 through Brunei agent Lau Motors. Unfortunately, after using it for few months, the chrome handle started peeling off. Absorbers start making noise and the worse is the cover of the aircon switch cracked. It is still under warranty so I raised the issue to the agent. He checked and promised to order the parts and check the absorbers. The mechanic said everything is fine. They tightened the nut of the absorbers and asked me to test. After few days, the absorbers start making noise again, the same issue then the agent was saying that they will check again. Maybe it will end up with changing the absorbers with all my costs. Because, if I will send the car to them then they just tighten the nut then it is wasting my time.
About the console of the aircon switch, I reported it in November last year. until now there is no update from the agent. He is ignoring my complaint. I have made comments on their Instagram and Facebook but they deleted my comment. With such service, I regret buying Subaru.
Intended Subaru Brunei buyers, beware.
Paul
Dear related person, I have a 2017 model Diesel Outback, last year I left my car subaru service at a autorized Subaru service (CHILE) for fix some problems after a radiator break. Although it was only 20000 km, the service conected a cooler hose in the wrong way, so after a time the coolant disapears and diesel motor breaks down. Now I expect Subaru in Chile must be pay for repair o replace my car, so I have lost about 3 months waiting for a response. Please can you contact me for your help. Regards.
We own an outback. A 2017. Very pleased with it, only 2 complaints. The headrests are terrible, way to far forward. The other problem is you say how pet friendly your cars are but there is no air in the very back . At least one of the back windows should push open for air circulation back there. My dogs get very hot back there, where I want them to ride to avoid dog hair on the seats. Easy fix I would think. Hope other dog owners chime in on this problem.
Hello,
Mexican customer here from Aguascalientes, I have a WRX 2016 with VIN JF1VA1L66G9821849, with 47,000KM (29,200 Miles), and the clutch is slipping.
Subaru of Mexico and the dealer are not covering the repair under warranty, even when there is a bulletin (TSB 03-79-18R for Subaru of America) which adress the change of the clutch system components given the higher rate of failure for the 2015-18MY WRX vehicles.
The awful part is that they are quoting the old parts, not the ones suggested by the bulletin to improve durability and resistance of the clutch, so for certain it will fail again.
My car has never been taken to the track and most of the Km or miles are from highway usage (I live in a city where there is no Subaru Dealer, and you can count only ten Subarus in a 1.3Million habitants city).
Even if the warranty is not going to be honored as in the US I would expect that the suggested repair should be to avoid future failures.
I’m sad that the prestige of the brand is not carried the same way as in other countries, even when is more expensive to have a Subaru car in Mexico where there is opportunity to grow in market for the brand that any owner is proud of.
I’ll appreciate your promptly feedback, it’s been a week without my car and with a very slow resolution of my case.
Thanks.
Dear related person, I have a 2017 model XV, last december I left my car subaru service Baytur Çekmeköy ?stanbul Turkey for yearly maintenance. Although it was only 3850 km, the service changed air cleaner element. In owner’s manual written that air cleaner element first 12 months or 15000 km ?nspection, 24 months or 30000 km inspection, 36 months or 45000 km replace. Also I haven’t droven my car under heavy conditions. This is an unfair behaivour. I have a 2003 model Forester too. I used XV only 12 months and kept it in a garage. I lost 25 US dollars but your firm will lose a customer. Regards.
Hi,
I´ve bought a 2017 Subaru Forester In September 2016, at this moment the car has less than 10000 Km and the air conditioning system stops to work three months ago, I went to the SUBARU dealer where I bought the car an told me that thsis failure is common in this model and they need to ask for a spare to the factory in order to fix it, the fact is that I´m still waiting for the spare to come with any clear date when it´s going to happen.
I bought this car with high expectations about it and it´s post sale service….but at this point I´m really dissapointed. I hope to hear soon from you.
OFFICIAL COMPLAINT ON MY SUBARU XV 2.0 IP BOUGHT ON 7TH JULY 2018
I Muthu Kumaran a/l A Muniandy IC No 690419-10-5567 penning down the official complain to Subaru Japan for the malfunction/manufacturing defect car of mine.
I was the happiest person when I bought this Subaru XV after getting lots of Good comments on the performance of this Subaru. This is my 1st SUV after driving 9 Sedan Cars and it is my tenth Car I’m driving since 1990 for the past 28 years.
3rd day after I took my car I drove to Genting Highland with my family for a day trip. This is where the problem started. The Air-Cond blower started to slow down and shuts completely after driving for 1 hour on the Highway. It gives hot air intermittently and was really a day-mare to drive the car without Air-Cond. A Small space for 5 passengers including the driver without Air-Cond is like sitting in the sauna.
I brought to Kota Damansara to complain. The technician plugs in the laptop and said NOTHING IS WRONG. I took back, and another day-mare came when I drove to Ipoh. After 45 mins approx. 110km away the Air Cond started the same problem of shutting by itself and expelling hot air in the middle of scorching afternoon. I took the video showing how the whirling sound mounting the dashboard without blowing the air out from the ventilation.
I took again to Kota Damansara for 2 instances and they could not rectify.
I took to HQ at PJ to get this rectified once and for all as this is my brand-new car and I don’t deserve to drive this car without air cond. I sent my car on 17.08.2018 and told the symptoms of the problems for them to rectify. I left the car for 3 hours and collected back after receiving the call from Nathan stating that he had adjusted some flaps inside the air-Cond and assured this won’t happen again.
The very next day I drove again to Ipoh and the same blooding problem occurred. I called Nathan on the same day and took the video and photos showing my temperature and the blower again.
Nathan asked me to send the car again. I have spent 2 days unnecessarily taking leave from my office to repair the car which was malfunctioning from the day 1 I bought the car.
On 29th Aug I send the car to Kota Damansara again for them to check thoroughly. Nathan called me on the 29th Aug and said they managed to get a courtesy car for me to use while they repair my Brand-New Car. I spoke to Mr Chandran from Subaru Kota Damansara that I am taking my car from Kota Damansara to send to HQ. He too acknowledged it is NOT fair as a new buyer to go through the hassles of driving the car with Air-Cond which is the most important thing while driving.
I sent my Car again to HQ PJ on the 30th Aug 2018. I called HQ on Monday to check the status, but they said not rectified yet. They could not see the symptoms. Reason is they are testing my car stagnantly for 10 mins and could not see the problem. Ten they drove the car for 30 mins yet could not see the problem occurs.
I had repeatedly informed them the symptoms starts when I drive on the highway straight road above 110km for about 1 hours and exceed 100kmduration.
So as an experienced technician, they should test it the way the customer complained. I called yesterday.
Do you think the customer has ample of time to unjustly complain something that never happened? Why the customers are not treated professionally and why the rectifications were not carried professionally. Why on earth I must go through the torture of driving a malfunction vehicle from the Day 1 I bought?
The AUTO button when ‘ON’ cannot be OFF at all. This to has been complained many times but they seems to be lost why is it so?
Why it takes more than 1 week for the experienced technician to diagnose this problem. Do I deserve to give my Brand-new car for repair and pay my monthly instalment of RM1375.00 to Maybank without even experiencing the pleasure of driving a new vehicle? Why the customers are being side-lined for the errors by Subaru?
I am driving an old car given by Subaru and felt irritated seeing another Subaru Xv on the road. Do I need to drive an old car for a week with Hard Leather seat hitting my butt for even a short drive? Why the hassles need to be endured my me?
Now the car starts to jerk when I drive between 40-60km.
I strictly demand Subaru to change my car to another brand-new car and to compensate on my monthly instalment for my car which I don’t use basically due to the malfunctioning of your vehicle. I stand to my right to get the standards of services and the rights to demand for the services which I don’t receive.
Car No KEN2709 (Malaysia)
+6012-2912951
cc. KPDNKK
We just bought a 2018 CrossTrek car in Orange car. The car comes with a defective amplifier. We bought Subaru is because it is made in Japan and I believe japan’s workmanship suppose to be the best. Now I have to wait for the parts to come in to fix the problem amplifier. Very disappointed with such quality control.
I received an email (by request for all previous work orders/service requests and for this current service request) and a telephone call from both Vanessa and Kim from the dealership that your car is ready! You would think that it is going to be in good driving order – that is safe! Especially, since we spend alot of time on the highways for work and otherwise. I have driven less then 10km or 6.2m before it did the exact same thing that it did in the first. And, when you car stops dead on the road unable to move forward or backward – it is cause for concern of ALL passengers of my vehicle but anyone else on the road. All the same lights went on and all the same sounds were made and all the same things happened as it did about 2 weeks ago. I had it towed in to the dealership (according to Subaru records June 18) thinking it was the transmission because it was similar experience when we returned from Middle R. to PG. which was a transmission issue. Nevertheless, my car does the exact same thing ON Hwy 16 with heavy traffic on June 30. I managed to get onto Range Rd and onto Husky property – no cell phone and called Subaru by payphone and I am mad and scared. As both Kim and Vanessa had stated that my car is in perfect running condition and driving beautifully on separate occasions by phone. That according to email that “a dedicated technician [was] assigned to your vehicle and have made every effort to diagnose and determine what best actions to take to get your vehicle back to you.] Further to conversation that I am one of those people who ask are you certain? Has a full diagnostic been done to find the source of this problem at the time of conversation. I typically ask 3 times as I can’t afford to have issues of any kind! I am a single working mom. And, there have been several conversations that took place – where last Friday I spoke with the Parts Manager – Barry – who stated that it was not a transmission issue and that it is the ECM that needs to be replaced. He was very kind and respectful. Stated that he sympathized with me and took it upon himself to take off a couple hundred dollars from the bill. Stated that to put an ECM into my car would take NO MORE than 1.5 hours at a shop rate of $125/hour. (current receipt is not reflective of “no more than 1.5 shop hours). I asked if he was certain that there was no other issues that came of the diagnostic. The receipt itself stated that there were no other issues and that it was the ECM. So, I said OK – Move forward with it, please. He said he would have the part ordered on Saturdays requests and that he should have the part in for Monday. And shop time wouldn’t take long. So by Wed end of day I called to follow up as no courtesy call was made to me – I call Subaru and ask to speak with Tina who is now no longer there – who also called me and left 3 VM on my cell phone to ask me if Subaru can move forward with the repair and to also let me know it was not a transmission issue. And that the cost was going 9 – something (don’t recall). Now given that these 2 had information and I was taken by GREAT surprise that Vanessa told me over the phone that she was asking the auto techs about my car that morning. And, rudely and arrogantly stated that they had several attempts to contact me and I asked why because I already talked to Barry and received VM from Tina. And, of course I am shocked because she stated that they are waiting to have is diagnosed but it isn’t a transmission issue – so I stated that there some kind of diagnosis done because you are able to determine it isn’t a transmission issue and I asked angrily “what do you mean” – I already spoke to Barry and received a few VM from Tina who BOTH told me what the issue was. Her response was that I was even lucky that my car got the service that it did and that Subaru went above and beyond getting a transmission into my car that shouldn’t have gone in to it. I am like what and I of course reacted rather than responded. She railed on alluding that I am an ungrateful customer and that I should be privileged to have her working so hard on my car. That pissed me off and I stated that I am not understanding how come you don’t know what is going on and of course I am mad because is this going to be another cost I need to pay? And, how is it that you don’t know when I just spoke with Barry and received messages from Tina? So I concluded that Vanessa didn’t care to check the information and/or lied about having a conversation with anyone about my car. She interrupted my being upset with her not knowing the facts and railed on again about how I should be grateful on how her team went up above and beyond getting a brand new transmission put in when it wasn’t even under warranty because there was oil put into the transmission. I am in absolute SHOCK – and, I said whaaaaaat. What do you mean there was oil put into my transmission? And she said yeah We went out of our way to have your car back on the road again and we gave you better treatment than you deserved. By this point I am beyond infuriated and I told her she had no right talking to me the way she did and that she should have told me that information when it happened. I emailed the Service Manager Kim who also alluded to the same that I should be grateful for all that Subaru did for me. I apologized to her and said I am sorry I had no idea that you guys did all that however, it doesn’t remove the fact that that information should have been told to me. I was upset! She made it case and point that I am unreasonable because I am upset that noone seems to know what is going on and every time I called there was a different story and a different treatment and attitude. Kim stated on several occasions how ungrateful I was. That it was oil put into my transmission. Then yesterday stated that it wasn’t oil put into my transmission but automatic transmission fluid put into my CVT ( I will google that later). Then of course I said you told me it was oil in my transmission and why is this changing. I just realized she isn’t even an technician qualified to diagnose. neither is Vanessa. Subaru didn’t do anything about requesting service for my transmission. And in my opinion a pretty serious allegation and pretty serious accusation against Big O Tires because they were the last ones to put any kind of fluid into my car (other than that my car sat in my driveway all year long). Who stated that there was some kind of cap that went from radiator to engine and then I had my car not 2 weeks when the transmission went. I undergone some major issues that were priority – so in between dealing with all the major major issues I called Subaru Canada and Subaru America in between dealings. So, I finally got through to Subaru America on Feb 1 of this year and they determined that YES, my car had a transmission recall. And, I qualified for a new transmission replacement as well as 4 other recall issues for my make and model. Subaru America apologized profusely and contacted Subaru Canada and Subaru Prince George – gave them the go ahead to do the service and repair at their cost with no cost to me. Now, yesterday after being told repeatedly how ungrateful I am (pretty much). Refused to arrange to have my car towed back to the dealership (after my car being paid in full) and stated that you have had your car for 2.5 hours and we don;t know what you did in that time. I gasped and said “what” and I said no I just shelled out ALOT of money to have this repair done and you told me my car was running perfectly and that everything was checked. That your technician went above and beyond and even put my car in ahead of others. I said obviously not because it quit on the hwy and I barely made it into the lot. I said I drove here with an expectation that I am going to be in car that is running and is safe to drive. I asked for a diagnostics to be done and you said it was the ECM and that it isn’t a transmission issue. I don’t feel that I am being told right information and it seems like you guys are giving all kinds of stories and making me feel ungrateful. Top it off you are denying service to my car after it didn’t even drive 10km. This qualifies for warranty because you didn’t guarantee a safe running car. It stopped on the hwy and I barely got off the road and into the lot. They didn’t provide a way home to FSJ and there last response was I am sorry I don’t know how you are going to get back to FSJ but it isn’t their responsibility. I told them I was expecting to be back in FSJ by noon as my kiddos are able to stay alone for a few hours now. She didn’t care how I was getting home and they weren’t paying for anything. Misdiagnosis. Miscommunication. Misunderstanding. PURE lack of compassion. Lacking of integrity. Disrespect. No assurance of my safety or the safety of my daughter. ZERO attempt to ensure safety to my children. and Me. Because I matter to. I asked her how she expected me to get home with my daughter with two kids in FSJ right now. Had my sister not been going to FSJ – I would have been hooped and stuck in PG with kids in FSJ. Leaving the very real possibility that I would have had to hitchhike to FSJ to get home. Subaru PG did the absolute minimum!!! This isn’t even the half of it. Who says that? It isn’t their problem? EVERYONE has an opportunity to ENSURE safety of a person at all times! Given that we live in highway of tears country that aboriginal women and girls are more likely to die at the hands of violence – I am scared and I don’t like feeling like a hostage without a vehicle. I feel like I have NO plan for safety and no way to get out if I need to in case of emergency. I always have a plan. No taxi service in FSJ. No buses for groceries. No way to keep my kids occupied in healthy ways. No way to get to and from work. And, her response was it isn’t her problem and she doesn’t know how I am to get home. Then she stated “we ALREADY covered your tow and we weren’t even going to do that” and that if I want a car rental than its at my cost. I gave up my credit card years ago because of violence that took place in my life and I had to live off of my credit card because I wasn’t able to get help from anyone. I had to go to MCFD to get help for advocacy and get into a womens shelter and go through courts. Violence, crime and cancer come at high financial cost to the victim and her children. I shouldn’t even have to explain or justify my need and want to be treated right. I have undergone incident after incident of bad treatment. I am a good person and I put 150% into everything that I do. WTF am I to do? I even started smoking again yesterday. In this last 8 years since everything went down…. My life has been hell and a constant fight. All of these actions and conversations need to be followed up on and corrected immediately. This car carries more meaning to me than what most would put into a car.
Dear Subaru,
I wish to express my customer experience at Subaru Docklands in Melbourne, Australia. This is something for Subaru to embrace as feedback.
I had met the salesperson (Name withheld but available on request) back in December and I had taken his card with the intention of getting back in touch a few months later, as he had advised me of the release of the new model in 2018 and then he would call me back in Feb / Mar. I didn’t get that call back. It soon came to early May and I gave him a call and managed to speak to him. He made an appointment to come in on the 5th of May (Saturday) at 1pm to view a vehicle. I took a friend of mine who has been a successful business owner for many years in Automotive Accessories in Australia and the U.S, and asked her to come along.
When I arrived there, I introduced myself and he couldn’t appear to recall why I was there. I reminded him that I was here to meet him at 1 pm. He then tells me the car he was going to show me is already sold. He then locates another car but he can’t find the keys. In the meantime he goes in to the building to locate them. He emerges with someone else and tried a number of keys. He then asked me to go and test drive a different car while they try to locate the keys to the car I wanted.
About 20 to 30 minutes later I came back from the test drive and upon arriving he tells me that car is sold and one of the other sales team had the keys with him.
He manages to locate another car but it is not in the lot, so I suggest I am happy to wait a week. In the meantime I said I would like to see the car before I commit, and it was also subject to finance approval.
He then introduced me to the Accessories Manager. She sits at the desk and starts talking about a $500 promotion which I suggested this conversation would be more suitable after I have seen this car. I thought this was odd that I would commit to any accessories for a car I am yet to see. This was just a confusing part of this experience. I had no idea what she was talking about and she had no brochures or visuals to reference at any point. I simply had to tell her that we will chat after I see the vehicle.
I told my friend that it’s been a while since I have bought a car and if this was normal, and she said this place seems so disorganized as the Salesperson seemed to be swimming against the tide on everything he was doing. We could only laugh to ourselves. May be he was just having a bad day!
We last spoke on the Tuesday following my visit and had not heard back from this Sales person since. I emailed him and also tried to call on the phone and could not get hold of him. He did manage to follow up and eventually call me and then no follow up after that. I eventually spoke to the Sales Manager and he assigned this to a new Sales person / Delivery Manager who managed this to complete the sale.
The Finance Manager was also delayed in his responses, to the point that I decided to find someone else to organize the Finance which I did within 48 hours of engaging them. As a result I did the exact same deal with an outside Finance company just as a point of principle.
I called and advised this new salesperson to have the vehicle ready as I would bring in a bank cheque and settle the sale if need be while I waited for my finance to come through the other company. He advised me the weekend was a SALE weekend and they did not do any delivery, and that I could come in on a couple of days which were fixed times during my working hours. I didn’t feel as if he was accommodating any possible time that was suitable to me, but rather what he could fit me in to. This came across as a level of arrogance that once again added to having to write this experience to you. In fact in this instance, the Delivery Manager did explain when I eventually picked up the car that he was managing numerous deliveries in a day and hence his inability to accommodate at that period, which I then acknowledged and understood.
The car itself is great, but the Customer Experience has been lack lustre and does not equate to the brand image Subaru portrays. It almost felt like this dealership is clearly not visible to Head Office of the day to day activities and not operating within any governance of what Subaru brand portrays (or is this a normal experience when dealing with Subaru?).
With the high level of competition in this market, I would have expected a near seamless process to purchase this vehicle, but what I experienced did not resemble this what so ever. What I experienced was a team of individuals who seemed not to be working with each other (I have supporting email evidence to demonstrate this) to accommodate what was supposed to be a great experience to me (the customer). I didn’t want this experience to overshadow the desire to purchase this car. I felt the car was more important than this clumsy and frustrating as well as comical customer experience. It is almost fitting that I bought an AWD to move through this rocky road called the sales process.
In light, this is almost a proof of concept that customers can engage and order a vehicle with minimal sales staff interaction and therefore save Subaru paying out healthy Sales commissions and therefore offer a more attractive package to the customer as a result. At no point did Subaru Sales staff contact me proactively. The only phone calls I received were those returning my calls. The car sells itself and meeting a Deliver Manager / Sales Person was really there to process the order and present the car for pick up. There was no sales skills required, except when I met the first Sales person in December who did a great job back then, but seemed not to follow through with the same energy after that. My sales journey with Subaru was dealing with 2 sales people, the Sales Manager and the Finance Manager.
As a positive end, the Delivery Manager put my mind somewhat at ease and was unaware of this experience I had gone through and was empathetic and encouraged me to provide the feedback as I did inform him moments earlier that I was documenting my Subaru Sales Journey.
Since then I received a proactive phone call today from the first Sales person, making this the first proactive phone call in this process from him. I gather he may have received some feedback from the Delivery Manager that handed me the keys, to whom I expressed my great disappointment on how I was treated as a customer.
These are some possible suggestions:
1. Follow up with your leads
2. Ensure full customer communication during the process.
3. Remember your appointments
4. Ensure you have the stock available if someone has specifically made an appointment and is making the effort to come and see the vehicle
5. Have a central email mailbox / process in place if you can’t locate the key that all staff can check if keys need to be located by another staff member. This could just be a display for reception to have this visibility
6. Finance Manager to ask the right questions to organize Finance for vehicle.
7. Have the Salesperson informed by other departments (i.e. Finance, Team…etc.) to ensure they are aware where in the pipeline this potential sale is at
8. Have a single point of contact for the customer
9. Sales commission to be based on customer experience survey to determine what level of commission is to be paid. i.e. If the customer experience is seen as bad then the sales commission is low, and if the customer experience is great then the higher tier of commission is paid
10. Training on the product is important, but so is knowing how to manage customer relationships. These are the floor staff that are representing your brand to the customer and if they are not doing a great job, then that will affect your brand
11. Do your job like you’re the customer and do it with integrity
12. Engage people who are intending to buy a vehicle to be part of a customer experience feedback forum to inform higher management of the organization of what the actual experience has been. Incentivizing candidates will encourage this approach.
I hope this feedback is seen as constructive and therefore giving you a firsthand insight I experienced as a customer.
Regards,
Nishan
Dear Subaru,
I bought my first Subaru last year, a 99’s Forester from its first owner. The car was in good condition with verifiable service history. After the first few kilometres I was very happy, I thought this is the king of the cars and every written and heard good word is true about Subaru. I never wanted another car, but Subaru. It was very comfortable and powerful enough too, and seemed so safety so I have fallen in love with this car. I have three children and all of us loved this car.
Until last december.
In december 2018 we recognized that the rear seats are wet after every rainy drivings. Taking the car to an expert, as it turned out the car’s frame and body was fully rusty around the rear wheels. Before the examination, it was not really visible from outside, only after removing the inside carpets of the car. And when I bought the car we cannot see the signs of the massive rust from outside of the car, too.
The most unpleasant thing is that we could not repair it, for various reasons: it is impossible to get a new rear quarter for this car and if I wanted a used one I would faced to the fact that almost all of the similar aged car’s rear quarter is as rusty as ours. And even if I could get a new rear quarter, the costs of the reparation would be much more than the whole car’s price.
So I bought 1400kgs of industrial waste for 3000 Euro, and I can pay another 500 to take it to the junkyard. It is funny, isn’t it?
It is a shame, it is your shame that a 19 year-old vehicle must go to the dunghill. I have had a numerous type of cars before -mainly European types – some of them was older than yours. And I have never had any problem with their frame and their body, like I had with this one.
I am sure that if you made this car a few hundred years earlier all of you would have to commit seppuku. I am dissappointed in all of Japanese technology and in your responsibility too. I entrusted my whole family’s life to this car whenever we went somewhere by this mound of trash. And it is better not to think about what could have happened with us in this rusty industrial waste you call automobil.
And the saddest thing in this story is that I really loved this car. She had her own name. I believed your product, I believed your promises.
There is no happy end and it is your fault. Every manufacturer can make cars lasting for decades, except Subaru. You say you are making the best and safest cars in the world but you could not make that this way. I am really sorry to say it.
Regards,
Tamas from Hungary
Hi, Sir
I am waiting some important parts for my Forrester.
I was told the parts shipped from Japan, can’t know where are my parts.
Appreciated you share a Japan Subaru email. So I can check with Subaru HQ.
Please send the mail address to my email box.
I have been repeatedly calling the Subaru Customer # only to experience awful hold music averaging 7+ minutes each time I try. No humans. I’m not a Subaru owner, but yet I still receive “robo” Subaru maintenance calls on my cell.
Would someone please contact me to discontinue these unwanted calls?
My personal car is a 2010 Forester, but my post is about a 2017 Forester that my employer owns. My employer now has purchased about 12 Foresters so far! Anyway I was driving one two weeks ago & had contact with a large white tail deer. The deer hit the windshield & I thought it was coming through.I would’ve never dreamed a windshield could stretch so far.Unfortunately the animal passed, but I amazingly didn’t suffer a scratch!The left front & good buckled absorbing all the impact & the windshield protected me in a incredible way. Thank you Subaru for building such a safe car.
Really love my BRZ but the costs for a B service in the Vancouver are outrageous. They wanted over $500 for a “B” service. The same service in 30 years of dealing with Mazda never cost me more than $129 AND I had a very complex Millenia for some of those years.I went with service at Taylormotive a very old and reliable North Vancouver company.The equivalent service is $99. AND they don’t have macho man like at Wolfe Subaru or mumbling millenial no personal skills git (like at Pattison) working behind the counter. North Shore Subaru was fine but Pattison took them over. I laughed at hockey team mates andthe insane amount of money they paid on maintaining their Teutonic status symbols – BMW. Audi. Benz but now Subaru is being just as silly. Address this problem or I’ll go back to Mazda or Honda or Toyota
My wife and I just went to try and buy a new Subaru Outback. We were VERY disappointed to find out if we wanted the options we like, that many consumers like, we had no choice but to have dead animal skins on our seats.
There is a HUGE market of people who are not interested in having animals killed to simply satisfy some desire of humans.
Today we elected to stick with our 2005 Volvo until some carmaker somewhere wakes up to the BILLION dollar emerging vegan market.
In the USA alone 5% of the population is eating vegetarian, and it’s growing every year.
Wake up Subaru, let us have the tech package and the Bi-Zenon lights and all the other extras without having to be responsible for killing an innocent living being.
Dear Madame, Sir,
We are trying desperatly to find a solution to our problem. In relation to our first letter addressed to your representatif in Bulgaria, I would like to point out that the manager of warranty service department of Subaru Motors Lts in Sofia, Bulgaria, refused to forward the documentation on our case to you. Therefore we address you directly by kindly asking you to satisfy our request for engine replacement at the manufacturer’s expense.
On the background of the practices applied by other companies, which give seven years warranty for new vehicles and the fact that the new 2008 Diesel engine Boxer, make of Subaru, has a proven factory defect, it is a moral obligation of the company-manufacturer to withdraw those defective vehicles from the market in order to replace their engines or at least to provide replacement for those ones of them, which have defected.
Enclosed herewith you will find the entire documentation concerning this problem.
Dear Sir,
I purchased a new Subaru XV 2015.
Engine Type FB16, Engine 002945 To my suprise the multimedia does not have a GPS application eventhough I was told by the sales people that it has. In order to incorporate the GPS. I was told to add another $1000. All the other companies that provide a multimedia system include GPS. This is very upsetting to discover that after purchasing a new car you are to add more money and the have the original multimedia replaced by any system available on the market. Could you please send me a response to my e-mail.
Good Day. I have recently purchased a 2008 Subaru Impreza 20.R Sedan Hawkeye. I am looking for a brochure for my car and cannot locate one. Please can you send me the weblink for one or preferably , if you can post a brochure to my home address.
Dear Madame or Sir.
I`m looking for an air filter for my Subaro libero E12 year 1993.
I`m in the Algarve / Portugal in the Moment.
with thanks and best regards
Gesa Luetkens