Join Date: Apr 2017
Car Year: 2017
Car Model: Forester
Feedback Score: 0 reviews
2017 Forester, indefinite airbag repair
2017 Forester XT purchased in September 2016. In February 2017, at 6800 miles, the SRS airbag error light came on one morning when I started the car. It stayed on most of the day then was off upon starting later that evening. The dealership called me, starlink emailed me, and Subaru corporate called me all to say to take the vehicle in if the light came back on. (It's my understanding that the SRS light on means no airbag will deploy in a crash.) The light was back on the very next day. So off to the dealership we went. The light was off when I arrived, they hooked it up to the computer and said it came back as "uneven weight distribution" I got very specific instructions on how to sit in the seat properly along with instructions to never put anything under the seat. I was told that no one should fall asleep in the passenger seat ever or leaning to one side would trip that SRS error light as well.
I drove home and the light came back on in my driveway. So the next day my husband took the vehicle back, where he was met with another condescending lecture on proper sitting and how very sensitive the seat issue. The service rep didn't even do paperwork on the visit, and gave him a painfully detailed instruction set on properly sitting in the car. (With a due respect to Subaru, we know how to sit in a seat!) At my husbands insistance someone did check the car, where they again said the error code for "uneven weight distribution" came up. They also brought in a sunglasses case and said it was under the seat. (Questionable)
A few weeks went by without an error light but then it was on again when I was leaving the gym one morning. So no passenger in the car, only a driver. Later that day I started the car and the light was off. Then my daughter and I rode together somewhere and the light blipped on while we were driving. I pulled over, tried restarting the car, light still on. So now here we on are in the interstate with no airbags.
I took the vehicle BACK to the dealership on March 24. Again. Same thing. "Uneven weight distribution" The service rep asked if I ever drove with a credit card inside the vehicle. Yes. As do 99.99% of adults. He suggested that having a credit card in the car was the issue. A different service rep stepped in and said they would keep the vehicle to take a closer look. As I was leaving the original service rep said "I'll ask corporate to replace the seat. But I can't guarantee this will stop the needless visits." NEEDLESS VISITS. I left in an Outback loaner with the promise that someone would call me Monday morning with an update. No one called.
Tuesday (car had been at the dealership 4 days) my husband stopped by after work to get my mailbox key from the console. The service rep that we now affectionately refer to as "our best friend" *rolls eyes*, told my husband "we ordered the part. No time frame on when it will be here." My husband has decided he will write a strongly worded letter about this guy as soon as the repair is completed.
A week went by with no word from the dealership. I called the following Monday (car has now been there 10 days) and spoke to my best friend again who told me "I believe I already discussed this with your husband" (Seriously this guy!) He said the part is coming in 2 pieces. Half the part is in, the other part is expected to arrive that day or the next day.
Thursday (car at dealership 12 days) my bestie called and said bad news, the part is backordered. It should arrive in another week to week and a half. My husband called the service manager that night and found out the part they need essentially does not exist. There is a waiting list from the manufacturer. The service manager said that until they could obtain the part, that there was nothing they could do.
We contacted Subaru Corporate who said "the dealership is waiting on the part" multiple follow up calls to Corporate result in the same answer. That they will contact us when they have an answer. They have never contacted us.
We're now sitting at 24 days of my car at the dealership. Baking under the Texas sun. (dealership refused to put a sunshade in the front window even when we offered to pay for it) I hate this loaner Outback. I hate having a loaner for an extended period of time with kids. We had to rearrange our Easter weekend road trip plans because we don't have my vehicle.
I'm so frustrated. Saddened. Insulted. A vehicle with 7000 miles on it that is down for indefinite repair. The fact that something in the car failed isn't a huge issue. That's why warranties exist. But the huge failure from the dealership, the transfer of blame to us, and corporates flat out ignoring the issue is. If we are on a waiting list, that means others are in our position.
We're starting lemon law proceedings today. We've discussed even if the repair miraculously gets fixed soon, just trading the car in and taking the financial hit. I can't imagine ever trusting Subaru again.