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Discussion Starter #1
So after sending on 9 specific descriptions of repetitive failures with my infotainment system, and asking about the status of a software update to address common issues, this is the response I got from SoA. (Cleverly worded to say absolutely nothing of value). As much as I love the car, I havn't been this PO'd with a companies failure to recognize system faults since my dance with Toyota 20 years ago. I may persue a lemon law claim if nothing happens in the next month or so.


Dear Mr. XXXXXX

Thank you for contacting Subaru of America, Inc.

We appreciate your purchase of a 2020 Outback.

I'm sorry to learn of your concerns with the entertainment system.

I checked for you, and while our engineers are currently evaluating customer feedback about the system, there are presently no available software updates for the entertainment system in your vehicle.

In the meantime, I will gladly pass on your comments to our Engineering Department, for consideration.

The most valued opinion of any business is that of its customers. Your comments are valuable to us in that they provide us with a clear picture of our products as seen by our customers.

We always appreciate your feedback.

Sincerely,

Grant Noble
Subaru of America, Inc.
Customer Advocacy Department
1-800-SUBARU3 (1-800-782-2783)
Service Request Number: 1-55803409653
 

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2020 Outback Limited 2.5
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So after sending on 9 specific descriptions of repetitive failures with my infotainment system, and asking about the status of a software update to address common issues, this is the response I got from SoA. (Cleverly worded to say absolutely nothing of value). As much as I love the car, I havn't been this PO'd with a companies failure to recognize system faults since my dance with Toyota 20 years ago. I may persue a lemon law claim if nothing happens in the next month or so.


Dear Mr. XXXXXX

Thank you for contacting Subaru of America, Inc.

We appreciate your purchase of a 2020 Outback.

I'm sorry to learn of your concerns with the entertainment system.

I checked for you, and while our engineers are currently evaluating customer feedback about the system, there are presently no available software updates for the entertainment system in your vehicle.

In the meantime, I will gladly pass on your comments to our Engineering Department, for consideration.

The most valued opinion of any business is that of its customers. Your comments are valuable to us in that they provide us with a clear picture of our products as seen by our customers.

We always appreciate your feedback.

Sincerely,

Grant Noble
Subaru of America, Inc.
Customer Advocacy Department
1-800-SUBARU3 (1-800-782-2783)
Service Request Number: 1-55803409653
Do you have a list of the 9 issues you reported to them? You might have said it in another post so just point me there if so.
 

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2020 Outback Limited XT Black on Ivory
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Discussion Starter #4
Do you have a list of the 9 issues you reported to them? You might have said it in another post so just point me there if so.
This is what was reported as they are the most annoying and or noticeable. There are other small quirks that only happen rarely.

Issues with Center Information Display (CID) and infotainment system

1)On start up, the screen sometimes freezes. Also On start-up, it can take 20 + seconds before the heat / seat settings can be accessed. It’s like the system is confused.

2) On start up- the Information bar randomly opens in (leftmost) Audio screen vs Favorites where it was set and left before closing. Frequency is 2-3 of every 10 starts on average but it can go a few days straight in either mode.

3) On start up- the Audio Equalizer and Fader settings randomly reset to the flat/factory settings vs profile settings where it was set and left before closing. To regain the settings I must go in and change profiles. Frequency is 5-6 of every 10 starts on average but it can go a few days straight in either mode. This has been an issue since delivery.

4) On Start-up, Sirius XM presets sometimes get deleted. (FM presets aren’t forgotten but can change position.) When this happens they must all be manually reset. Three times since Dec 1

5) On start up- the Audio and Radio Apps can’t be opened on occasion. ( All other Apps work except for these two). Touching the app produces no response at all. When it’s like this all Audio is silenced with the exception of Voice command response. Frequency is 1 in 20 starts (i.e every couple of days) but once it happens, it can stay that way for 3-4 restart attempts. Letting the car sit for ½ hour + seems to be the only cure. This started only after the TSB (15-261-20) was installed.

6) ) Entire Infotainment system has become unstable and crashed and shut itself off on 4 occasions in the last 2 months. This started only after the TSB (15-261-20) was installed.

7)On attempt to use the Voice command to make a call, the system will sometimes find the number and attempt to make the call but the call timer shows all zeros and there is no dialing. This does this with multiple phones ( even after “repairing” the phones) . Frequency is 2-3 out of 10 attempts. Cancelling the call and changing number to dial may/may not correct the fault. This started only after the TSB (15-261-20) was installed.

8) Navigation system is very slow and confuses easily. It’s near unusable to find anything. Even inputting addresses via the keypad is prone to failure/ wrong address being interpreted. ALL attempts to use voice commands to find an address result in it suggesting a completely different address on the other side of the united states ( Usually Utah ) It has not worked once in 15-20 attempts to find a location via well pronounced voice commands. I’ve given up. Navigation has been near unusable since delivery but seems worse since I downloaded and installed the recommended update last month at Subaru’s direction.

9) Sound level setting on Navigation menu resets to zero randomly so that instructions cannot be heard. I have reset this setting to midrange 5-6 times now in 5 months. It goes unnoticed until you need it.

p.s So I'm not here to debate any of these. I'm just passing on info for those hoping that this is all going to go away because Subaru is on it. They clearly are not. FWIW, the service department I go to has not attempted any troubleshooting despite several complaints on sysem performance my part. I will likely take this to the states A G's office if I get no love here by mid summer.
 

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2020 Limited XT Autumn Green Metallic/Warm Ivory, Falken WIldpeak A/T Trail, OEM Skid Plates etc
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Wow I only have a few of your issues - 1 - rarely, 2 - rarely, 3 most frequent , 5 - rarely = ALL are issues that need to be corrected/ironed out soon!
 

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I threatened (with documentation) a lemon law proceeding for a Subaru once, got a full refund for the vehicle without having to go through with it. This didn't involve corporate - it was purely a dealer decision. Having said that, I really wish I could have kept it. It was the SVX and I still think about it. It was magnificent and I wish I still had it. The engine would stall about one minute after a hot restart, and the final straw was when the transmission completely failed on the way to work.

Lemon laws apply to issues that could potentially affect safety, and ordinarily, a failing radio wouldn't count, but in this case, the Subaru's infotainment system is integral to the backup camera and other legally mandated "safety" functions and therefore, a freezing or otherwise non-functional display is a safety issue, and if Subaru can't solve it on your vehicle, it could be argued to be lemon-law worthy.

I suspect that your head unit might be defective, and Subaru might want to swap it out. Still hopeful about a future update, but your issues seem to be beyond "normal" and not confident that even a future update would resolve it for your head unit.

Edit: As you further document your communications with Subaru, it might be wise to say explicitly what your safety concerns are, because even though it may be implied by having a freezing display, unless you point it out in black and white, they might not be understanding the safety implications of your car's defective operation.
 

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2020 Outback Limited XT Black on Ivory
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Discussion Starter #9
I threatened (with documentation) a lemon law proceeding for a Subaru once, got a full refund for the vehicle without having to go through with it. This didn't involve corporate - it was purely a dealer decision. Having said that, I really wish I could have kept it. It was the SVX and I still think about it. It was magnificent and I wish I still had it. The engine would stall about one minute after a hot restart, and the final straw was when the transmission completely failed on the way to work.

Lemon laws apply to issues that could potentially affect safety, and ordinarily, a failing radio wouldn't count, but in this case, the Subaru's infotainment system is integral to the backup camera and other legally mandated "safety" functions and therefore, a freezing or otherwise non-functional display is a safety issue, and if Subaru can't solve it on your vehicle, it could be argued to be lemon-law worthy.

I suspect that your head unit might be defective, and Subaru might want to swap it out. Still hopeful about a future update, but your issues seem to be beyond "normal" and not confident that even a future update would resolve it for your head unit.

Edit: As you further document your communications with Subaru, it might be wise to say explicitly what your safety concerns are, because even though it may be implied by having a freezing display, unless you point it out in black and white, they might not be understanding the safety implications of your car's defective operation.
Good points, Silver. I'll go see the dealer where I bought it after this BS is done. I'll likely demand a new HU (although I'm not convinced it's hardware related.) I'll give them the list and the car for the day (or two) and take a loaner.
 

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Good points, Silver. I'll go see the dealer where I bought it after this BS is done. I'll likely demand a new HU (although I'm not convinced it's hardware related.) I'll give them the list and the car for the day (or two) and take a loaner.
I'm not convinced it's hardware related either, but for lemon law purposes in many places, they are supposed to be given three attempts to correct the defect - if you don't let them attempt repairs then you can't do the lemon law. If you take it to them and they refuse to do any repair, then just make sure that you have documentation of your safety complaint and their refusal to work to resolve it. This way you can show good faith on your part.
 

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2020 Outback Onyx XT in Autumn Green Metallic
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I've done 800 miles with the newest software, only one of those I've experienced is forgetting audio settings. Not a big deal since I'm running 000 anyway, but I do like the voice one click to the rear. Feels a little fuller and less in my face.
 

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If it is felt that the infotainment system issues rise to the level of impacting safety, it wouldn't hurt to file a complaint with the NHTSA. If enough owners complain to the NHTSA, they could open an investigation, and pressure Subaru to fix the issues, all the way up to requiring a recall.
 

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If it is felt that the infotainment system issues rise to the level of impacting safety, it wouldn't hurt to file a complaint with the NHTSA. If enough owners complain to the NHTSA, they could open an investigation, and pressure Subaru to fix the issues, all the way up to requiring a recall.
Seriously doubt .gov would require a recall because the radio doesn't always work as expected.
 

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Discussion Starter #14
You could call it a stretch but freezing screens, lost audio, erronious Nav directions are a safety issue. Mainly because when this happens, I have to take my concentration off driving and #$%& with the system. If the stuff isn't going to work, it shouldn't be there.
I'll try a new service deparertment for my next trip but am doing averything in writing from now on ( vs the verbal blowoffs I've been getting at the local dealer.)
 

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What area of MA are you in? If you’re north of Boston, I had some ongoing issues on my last outback and my dealer bent over backwards to try and get them fixed.
 

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Discussion Starter #16
These guys must go to political speaking classes.( i.e how to completely aviod the core question while offering little usefull info and lots of fluff.) Todays emlightening response with still no insight as to IF anybody is working on ANY update....
:
Dear Mr. XXXXX:

Thank you for your message.

Your feedback will be shared with our engineering department; they regularly compile and review customer comments, complaints and suggestions.

I'm a senior technical specialist here in the Subaru Customer service Department with over 15 years with the company, and I can assure you that your feedback will reach them. Please know that we cannot provide you with a specific time-frame for their evaluation and possible resolution of your particular issues.

Should any updates be replaced to address your concerns, they would typically be released as a software update through a Subaru Technical Service Bulletin (TSB). TSBs are regularly released directly to our retailers, on a monthly basis, to advise them of the latest methods to address vehicle repairs or customer concerns. Your Subaru retailer can alert you should any future TSBs be released to address the issues that you mention. They can then perform the TSB for you at that time.

Thanks again for the opportunity to be of assistance.

Sincerely,

Grant Noble
Subaru of America, Inc.
Customer Advocacy Department
1-800-SUBARU3 (1-800-782-2783)
Service Request Number: 1-55803409653
 

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Seriously doubt .gov would require a recall because the radio doesn't always work as expected.





 

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2020 Subaru Outback Touring XT Autumn Green
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Have you tried disconnecting the negative on the battery, waiting 5 minutes and reconnecting it? At the very least that should reboot your infotainment system.

I'm assuming when you refer to the Navigation system you're referring to the built in one? Have you tried using Google maps from your phone? Does it still have the same issues wrt volume? I've not had a volume problem (at least not until after I figured out how to manipulate the navigation volume separate from the music.
 

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I love my car, and generally the issues with the infotainment just dont surprise me all that much as I have always thought they tend to be crap, in my toyotas, my previous outbacks, and cars my partners have driven. My 2003 Outback had to have the 6CD changer swapped out 4 times in 1.5 years. I eventually replaced it with aftermarket and never had any issues again.
I have some of the issues mentioned here - mostly random delays in the infot. system at startup, some I am convinced are related to my phone/car play. I have had SOME crashing to this point (12K miles)

But more than any of these issues, I AM mostly just disappointed with the lack of real updates for the system. With all the advertising on what this new system was capable of, I would have expected an update by now with some real changes. To me this is the biggest disappointment with this new redesign. Technically the 2021 isnt out yet, but I really would have expected them to have an update (a REAL update) within the first year. Maybe they will make it happen, but I am losing hope.
 

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I got mine on Oct 8. Now I’m finally getting annoyed with this infotainment system. I noticed that it acts up every time I plug my iphone. The past couple of weeks it’ll have it’s days that it’ll just keep saying car play unavailable. I’ve replaced the cord 3x all og brand new cords. That annoying car play unavailable still keeps happening.

The other day on my way home from work, carplay just froze w/ my podcast still playing. You can still exit from carplay but you cant press anything when on carplay. Unplugged the phone to switch to radio and there was no sound/music at all stations.

At this point I’m just avoiding carplay and use bluetooth and save my complains to the dealership on my next service.
 
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