How long is too long for a new transmission?

[El Guapo]

I am frustrated beyond belief with Subaru. Bought a brand new 2012 Outback Premium 2.5 CVT at the end of June 2012. Took it in the first week in Oct because of a loud metallic ticking sound in the engine. Was told it was a timing belt pulley which was replaced. Drove it off the lot a week later and the sound was still there. They took it immediately back in and they diagnosed it as a terminal transmission issue after 2 weeks. Well, here I am on the 13th of Dec. and finally got word that Subaru shipped my new warranty transmission from Japan! It will be here in a week and should be about 3-4 days after that that my car will finally be ready. It is covered under warranty, so I am grateful for that. However, I've now made 3 consecutive car payments (Oct.10, Nov.10 and Dec.10) on a vehicle I have not seen in well over 2 months and, based on previous missed deadlines from Subaru, probably not going to see it again before the New Year.

Here's my question: what should I expect from Subaru for this incredible inconvenience? I mean, I am looking at a new car for the fiance and was strongly considering a Subaru for her, but that is NOT going to happen now. I've never had an issue on a new car and certainly never had one take this long to make right. Is it reasonable to request they swap my car (6,000 miles) on the ODO for a new one? Should I ask for a free 100k warranty? What would you do in my shoes?

I have actually considered accepting my car back once it's repaired and immediately trading it in on another manufacturer such as Kia or Hyundai as I have very, very little faith in Subaru going forward from a service perspective.

[subiesailor]

Free 10yr 100K transferable warranty - yes they will give it to you with no questions. As for your issues if they were common they wouldn't need to ship it from Japan it would be instock locally. Very rare failure and issues and no subaru and all the other auto makers are not immune to this.

[El Guapo]

I know transmission failures this early are incredibly rare, but why on earth does it take this long to get a new transmission? At this rate, I will have driven my loaner car more than the car I bought?

[subiesailor]

Originally Posted by El Guapo

I know transmission failures this early are incredibly rare, but why on earth does it take this long to get a new transmission? At this rate, I will have driven my loaner car more than the car I bought?

Simple extra inventory is the death of business. For very rare failures it makes zero business sense to stock said parts beyond what is needed for actual production of said product.

The companies that have mastered the parts flow to eliminate storage and extra inventory are the healthiest and most profitable companies in the world today.

[El Guapo]

Thanks, Subiesailor! I believe there are different levels of warranty. Do I just ask for a 10yr/100k like you suggested or do I need to tell them some level i.e. gold, etc.? I really appreciate your help and insight.

[1 Lucky Texan]

they gave you a loaner so, at least you're putting miles on someone else's car.

but, I don't think too many people would fault you for personally being both upset and for losing confidence in Subaru.

I doubt you would find Kia, and perhaps not Hyundai to be adequate replacements in the longterm though.

If the dealership can't make you a deal on the warranty - I bet the Regional SOA Representative can.

I once waited for 6 weeks for 2 window motors for warranty repair on a Ford Windstar van. I even brought up the point that, whilethe service writer and I were discussing the car, in Canada they just installed these in about 3 new vans! Thinking back, it likely was a JIT inventory allocation issue. Blame taxation on inventory as the problem - they would rather the home plant or the trucking company had the parts than hold them locally.

[fatabbot]

I currently own a Hyundai and my last car was a Kia. They're fine cars, but not without their own issues.

Don't blame you for being upset one bit, but I'd check your state's lemon laws to see if you have any recourse. If not, then contact SOA and register your complaint. They seem to be reasonably responsive to these matters.

In the end, it sucks that you're in this position. If you want to sell or otherwise get rid of the OB, I don't blame you. There are good alternatives out there, but I doubt your OB with a new CVT will continue to be such a headache once it's repaired.

[subiesailor]

Originally Posted by El Guapo

Thanks, Subiesailor! I believe there are different levels of warranty. Do I just ask for a 10yr/100k like you suggested or do I need to tell them some level i.e. gold, etc.? I really appreciate your help and insight.

In cases like this subaru can give you any sort of warranty you want or ask for.

I would just say look I have serious reservations about this CVT issue and I would feel much better keeping the car and staying with Subaru if you give me a 10yr 100,000 mile warranty on it.

They won't even blink they will have you sign the warranty contract details and send you on your way.

[4wheeldog]

Along with the extended warranty, I believe you can make a case for them reimbursing you for the car payments you made, while they had the car. From what I have read, though there may be some hiccups in the repair process, Subaru does seem to step up, when it comes to customer satisfaction.

[1 Lucky Texan]

^^^all good points, but you will likely need the SOA rep to get it done.