Christy Vogel | Page 3

collin responded

Thanks for following up in regards to our recently purchased 2024 Wilderness Outback. Id’ like to provide an update on the issues we've been facing. Following your suggestion to contact the GM, we called the number provided. It led us to an automated service and we spoke with an operator. After explaining our ongoing issue with the missing key, we were transferred to someone in sales. The sales rep didn’t have any information for us but said they’d call us back. Two days later, we received a call from a service technician informing us that they couldn't locate the key. As a resolution, they offered to replace the key fob which would take about a week to arrive. This means we now need to return to the dealership in a week for the fob to be programmed. However, the metal key inside the fob is on backorder so we’ll need to wait an additional 2-3 weeks for replacement. We had a more severe issue today, 12/13/23. While my wife was driving our 2024 Outback the entire dashboard illuminated with warning indicators, including the check engine light, hot oil warning, and the deactivation of all safety features. The dash lights also indicated that e-brake was also engaged (she confirmed it was not). This created a distressing and unsafe situation for my wife. This incident is particularly alarming as we specifically chose this vehicle for its high safety rating, given my wife's previous involvement in a severe car accident. She promptly pulled off the freeway and contacted Subaru for assistance. Unfortunately, they could not diagnose the issue over the phone and recommended bringing the vehicle into the dealership. She asked if the car was safe to operate and they were unable to confirm whether it was safe to drive. We are genuinely concerned about the safety and reliability of our vehicle, and these recurring issues have left us feeling apprehensive and unsettled.

collin responded

12/15 - UPDATE After the Christmas tree dash indicator issue we dropped our car off the following morning at 9 am (12/14). We received a text message a few hours later from a service technician that they needed more time to diagnose the issue, but they narrowed it down to either the transmission oil pump or the whole transmission assembly. This is alarming for a new car, and despite the technician assuring us that it was a one-off case, we expressed our concerns about future issues and the car's overall safety. We expressed concern that a brand-new car with 3,700 miles on it shouldn’t need this kind of service and we were left feeling extremely disheartened. We asked if his manager could call us to help put our minds at ease. The manager was understanding and said he would have the same concerns if it was his car, stating again that this is not normal. He said he'd open a case with Subaru corporate and suggested I do the same on my side with Subaru of America Customer Service. Immediately following that call, we called the 800 number and opened a case with the customer service rep. She advised us that the person assigned to our case would call us within 48 hours. Friday, around noon, we missed the rep call but promptly returned the call, left a voicemail, and haven't heard back yet. Then we realized we would need a loaner for the weekend. We called our Subaru tech and left a voicemail asking for an update on our car and asking when we could pick up a loaner. Two hours later with no return call, we called again and left a voicemail with the service manager. Three hours later, we received a text from the technician that our car would need to stay at the dealership over the weekend. We replied asking when we could pick up a loaner and they said they closed in 2 hours and to come by before 5 pm. We went to the dealership late Friday afternoon and were half greeted by the technician while he continued his conversation on his walkie-talkie. We understand the service techs are busy however the entire loaner car pick-up experience lacked customer service. We were hoping to speak with someone who would give us the feeling that we were being taken care of at the dealership. We hardly drove our brand-new car in the first 10 days we owned it (less than 50 miles). Maybe if we had driven it more, this issue would have come up within the first 5 days of ownership. If that was the case, we certainly would have taken advantage of the no-questions-asked return policy and purchased a different vehicle. We’re currently having extreme buyer's remorse. We are now waiting until Monday for the dealership to call us with a diagnosis from corporate.