Purchased a new Outback in 2012 and added a gold service warranty plan ($100 deductible) at a great price from Subaru. Such a good price for basically "bumper to bumper, assumed would never have to use it. 2012 Outback now has 87K miles and only one other early repair needed.
Took car in for problem with car jumping and dying as I would come to a stop at stop signs. Service department wanted me to sign a form for $95 charge to diagnose the issue. I tried to explain I had the gold plan for warranty work but finally gave up.
Service department indicated new torque converter needed so I picked up the car for a planned trip and they preordered the parts and indicated they would keep car overnight so bring in Monday morning. Tuesday noon no update so call to dealership and they indicated they were using the tool needed for my repair on another car and would start working on mine Tuesday afternoon and should be completed either Wednesday or Thursday. They indicated they would call me with an update but I ended up having to call them on Tuesday to get the update.
I got call Wednesday morning they had converter removed and repair should be completed on Wednesday afternoon. Second call that it was completed. Made the mistake of voicing my concerns about timing and had a short very unpleasant visit with, I understand the General Manager. Now I understand why they might have some customer service issues.
Thankfully my warranty is about to expire because I would not want to go back to them, based on the GM's attitude including his indication he did not want my business.
Bottom line is the estimated 5 hour repair job took them three days to complete and the GM indicated that was "good" service. I wonder what they would consider unsatisfactory service.