2018 Subaru Outback Radio and all that goes with it
Just got my 2018 Subaru Outback 5 months ago. After two weeks, the back
up camera went to an all white screen. Dealer did a "reset". One night last
week, the whole system quit. Screen is black, radio does not respond, maps,
etc. nothing works including hands free bluetooth. Anyone else having these
Is it the camera or the head unit? The cameras are very easy to damage when you wash the car.
Whole unit is dead. Radio, screen is totally black. Power seems to come on and go off as I drive because the lights on either side that show home map apps will intermittently flash on and off. Can't use my blue tooth, can't set the time on the clock as it uses GPS to automatically set itself.
My 2018 Outback did the same thing about 3wks ago. Took it in and was told I need a new unit and that it’s on backorder from Subaru. NO IDEA WHEN IT WILL COME IN. Weeks? Months? Not happy about it.
Well, I have a new unit but am headed back to the dealer today because randomly a message pops up that says "Software update failed. Do you want to retry?" It only gives me one choice which is "ok". I touch that and then later, randomly as well, I get "Your software is updated" and "ok" to touch. Next time I start the car I get the Software update failed message AGAIN. Someone at the dealership told me Subaru knew they had a problem. Seriously, just fix it Subaru!
It is a Subaru which means you have a Subarundrum.
Yes we had problems ...We had multiple updates and finally they replaced the whole head unit TWICE. Seems to be working now
Same problem. Head unit declared dead 2 weeks ago and a replacement was ordered. Was advise 2-3 weeks. Called today to check on the status, the window is now up to 6 months. No kidding. Called another dealership for a second opinion and they concurred.
same here, my new 2018 outback head unit crashed on oct 23rd and is on back order they say 3 to 4 weeks which i think is a lie. Been 3 weeks already . SUBARU should do better than this, this is unacceptable.
My 2018 outback is doing the same. Screen went black. No radio, no phone no back up camera. Not happy. Only have 5000 miles. Calling dealer today.
I did get mine replaced after three weeks. Seems to be OK for now.
I’m having the same issue. Hit 5k mikes on my 2018 outback and the entire head unit went out on me. The dealership told me on 10/15 said it would be 3- 4 days. Here we are 11/11 and still not head unit. I’ve called the dealership numerous times, no help. I called Subaru last week and they were supposed to call me today. No call. Going to call tomorrow and see what I can do to get out of my lease and move on
Same-same. The radio/Gps/backup camera on our 2018 Outback Touring 3.6 (fanciest car we’ve ever owned), went black at 7000 miles. Called dealer today to see when new Head unit would be in, (since it’s been 3- weeks without tunes & map).... told they don’t exactly know when unit will be in! Service mgr told me he thinks Subaru is trying to fix units vs. just sending out more defective units. That’s all great, but we have a big road trip coming up! Clearly they did a piss- poor job of beta testing these units before deciding to use them in the car. Really disappointing. First time we’ve stepped up for fancy trim level, & we get burned!
Well, now that mine has been replaced, repaired, whatever, all seems to be well. Of course, I had to re-pair my phone, redo all my radio stations, yada yada. Fingers crossed that this will work for the duration of the car. Oh, and look for this once they've replaced your unit, I started getting this weird message that the Software Update failed retry? Took it back and they said that a switch for updating the software had been flipped to on when it should have been put in the off position on the new unit. Currently, there is not a way for you, the owner, to update the software yourself but someday it will be. Great. Guess that will be another trip to the dealership. Hope they get the unit failing bug worked out soon. Salesman told me they knew they had an issue. Really???
My radio went black too at about 5,000 miles (leased 2018 Outback). If Subaru does not have replacement parts, perhaps they should consider halting the sale of new cars until they catch up. They could swap out the radios on the cars on the lot to repair the cars on the road. Is it time for a class-action suit?
Bought my 2018 Outback in Feb. First radio went out at 6,000 miles and they replaced it.Now at 17,000 miles radio systems inoperable and they will replace again.Dealer says 3 week back order.Wish I had never bought this car.Will dump when I have the new system.Very disappointed in Subaru,their reputation is going down and it should.
We had the same problem--2018 Outback radio quit working, black screen, etc. The local dealer was not very helpful, but I contacted Subaru of America customer service and spoke to a helpful representative who arranged for the local dealer to provide a loaner vehicle until the replacement radio comes in. Seems like a more than adequate response to me, although I will be glad when we get our car back. It probably wouldn't hurt to reach out to corporate if your local dealer isn't being helpful!
Same problem. Bought Outback in April. Screen went white in July. Now it’s November and is completely black. Horrible! I’ve had to take days off of work for other things. So disappointed with Subaru. Can’t wait to trade it in. NEVER AGAIN!
Here’s a follow up to my issue: I contacted Subaru headquarters and they were great. They ordered the new head unit for me and it was at the dealership in two days. The dealership never called me that the part was there, I just happen to call and they state that the part was sitting there for three days. Anyways, the new head unit was installed and everything works great. The individual that helped me at Subaru was amazing. My recommendation is call Subaru headquarters and deal with them direct and deal with them.
I have the same issue, 2018 Outback 3.6R Limited, 8000 miles. Got a black screen on the radio nav system on Nov. 2. Called dealer Nov 5 got service appointment for Nov 8. Dealer says car needs a new radio unit and they ordered the part. Called on Nov. 26 for update, dealer says unit is not in, asked them to check estimated delivery date. Dealer called back Nov. 29 says the unit is on backorder, no idea when it will be available. I traded in a perfectly good 2013 Outback for this vehicle and I am beginning to regret it.
I have 2018 Outback... same problem... black screen just before 5000 miles. Backordered replacement with no ETA.
Check out the class action law suit. I think it’s about time we all file!
Bought 2018 Outback 3.6 Touring first of Feb. First radio unit went "black" at 8300 miles now at 17,700 miles second unit went "black" Nov. 10.Neither Dealer or Subaru will tell me when I can expect a replacement.Dealer now admits this is a real problem.After initial conversation with Subaru they will not call back.Make sure you get a case number from Subaru Rep. Subaru knows they are continuing to sell defective units.
Same issue for me. My 2018 Outback has 9,000 miles and screen went black. Took it in for service on 11/16 and was told it would be 10 days to get the part. Never heard from them so called again last week and was told it would be another 7 days. Called again this morning and now told it's backordered and they have no idea when they will get one in. Disappointed that I have to keep reaching out to them. That is not service.
My 2018 Outback first started losing the radio presets. Had it addressed with an update and problem still continued until one day I started car and whole screen was black. Took it to dealer and they confirmed that it was a bad unit and said they'd give me a call when the replacement came in. A month goes by, nothing, so when I get in touch with Subaru headquarters in New Jersey. They arrange for me to get a courtesy loaner (which had 15 miles on it) and now I'm hearing it may be six months as they're probably re-tooling to produce new screen?
This happened to me this week too. At 8100 miles. Bought the car in June. So disappointed. I love my Outback. I live in GA where it is illegal to be touching your cell phone while driving. This is really tough not having bluetooth/hands free calling. My dealership said 6 weeks at least.
Dittto...at 8300 mi. it just went blank. You'd think that Subaru might send an email to those who's systems are at risk for failure. Nope.
Same here. Screen just went black last night. 2018 Outback Touring 36.R. I tried it again this morning then decided to unhook the battery to see if that cleared out any issues. Same thing, black screen and lights under buttons on side will intermittently flash and that's it. I hate my Subaru. Gonna try calling corporate about it now. My local Dick Hannah Subaru dealer are a bunch of a$$holes from my previous experiences when I bought a used Ford from them and had so many issues with that too. No more. Where do we find out about the class action lawsuit?
My unit went out at 5643 miles. Dealer has no idea when a replacement will be in. I once owned a Hyundai Santa Fe it was perfect. I totally regret not buying another. The Hyundai has more options and was very reliable. I'm very sorry I chose Subaru. I will not recommend Subaru to others.
My recommendation is call corporate. After dealing with the dealership for almost 3 weeks, corporate was able to get me a new head unit in 3 days. This is my first Subaru (2018 Limktrd, all the bells and whistles, 3.6). Prior to this I drove a 2013 Jeep Rubicon. It had a 4.5 lift, 37’s, etc.... I beat onthat vehicle pretty bad off-roading, but never had the issues that my brand Outback is having. I’ve had my outback for less than year, and working with corporate on possibly getting out of my lease and getting back into a Jeep.
Bought 2018 Outback in Feb. 2018. At about 6000 miles the entire “infotainment” system died. No backup cam, no Bluetooth phone, no radio, no nav. Dealer first said 2-5 business days. Now after 27 calendar days, the dealer says it could be another 4 weeks. Worst car experience I have ever had. Weak engine, but a nice car...that I now hate.
Yup. 6,000 miles and nav/radio screen went black tonight with intermittent flashing on the buttons along the side. I'm so disappointed to read that this is a real problem people are experiencing. I have a 2018 limited outback. Caling dealership tomorrow but after reading these responses, a quick fix does not look promising.
2018 Outback 3.6R Limited.Factory order. 5,800 miles. Black screen. Told 6 week backorder. 2nd dealer said same. Called and E-Mailed Subaru customer service. They blame Harmon Kardon. It is Subaru responsibility to perform warranty service in a prompt timely manner. They have failed completely in this responsibility.Subaru is an unethical, irresponsible company, that does not stand behind their product. They treat the consumer with contempt.
Yes! Same issue. You'll need a new radio. The problem is that they are on backorder from Harmon Kardon. I'm not happy with Subaru. I've been without for 4 weeks now and counting.
Part ordered 10 Dec. E-Mail today from Subaru customer service. Part will be at dealer in 5-7 buisness days. I have made 7 calls and 12 E-mails. Seems to have worked. Dealer said 6 weeks.
Our 2018 Outback, purchased in March-head unit went out yesterday- no radio, camera, maps, bluetoothe satellite radio. Had a feeling it was not an isolated problem. Will call dealer and Regional Subaru corporate office tomorrow.
I have a 2018 Outback. I had the infotainment system replaced in July and it went out again two weeks ago. Was told 4 weeks for replacement. Has anyone seen the potential class action lawsuit or signed up?
Another 2018 3.6 Touring with bad unit here. 4 weeks and counting. Have new forester as loaner. How many of these have NOT broken?
O.k. Outback owners, just thought I'd post an update on my initial problem with the radio unit on my new 2018 Outback. I was fortunate in that the new unit came in and was installed pretty quickly compared to some I have seen commenting here. Now I have about 8800 miles on the car and yesterday when I started it up, the screen hesitated and remained black for maybe 5 seconds. No three or four note tone with Starlink splashed across the screen. Holding my breath and crossing my fingers that we will make it through Christmas without another trip in to have a new unit ordered. Wish me luck.
Google 2018 outback class action, and the law firm page will come up.
Bought 2018 Outback in Feb. 2018. At about 6000 miles the entire “infotainment” system died. No backup cam, no Bluetooth phone, no radio, no nav. Dealer first said 1 week, then 2 weeks, its been a month now. This is my 4th Subaru and the Worst car experience I have ever had. I USED to love Subaru's but unless I get this issue resolved, it will be my last Subaru and I will NOT be recommending people to purchase Subaru's. I am EXTREMELY disappointed in Subaru...
Bought 2018 Outback in Feb. Radio screen went blank around Thanksgiving. No replacement radio available. Originally told week to 1-2 week for replacement radio. After 2 weeks, told it take another 2 weeks. Dealer service finally directed me to Subaru Assistance which arranged for me to get a free rental car replacement through dealer.
Well guess what, my 2018 Subaru outback has the same freaking problem! Screen camera black and non-responsive at just over 5000 miles. :-( Perhaps it is time for class action. I wish the dealer had mentioned it as a potential problem. And here I thought I was buying Subaru for reliability…
The dealer may not have known, but Subaru knew before they shipped the first one. Subaru reliability just means you can rely on Subaru to duck responsibility.
Bought my 2018 Subaru Outback June 30th. On Christmas Day my radio went black too. I signed up for the class action lawsuit, here is the link I found. https://chimicles.com/2018- subaru-outback-infotainment-system- problems-class-action-lawsuit/
Does anyone have info on a class action suit against Subaru over this?
https://chimicles.com/2018-subaru-outback-infotainment-system-problems-class- action-lawsuit/ 2018 SUBARU OUTBACK INFOTAINMENT SYSTEM PROBLEMS – CLASS ACTION INVESTIGATION
I bought my 2018 Subaru Outback in March of 2018 and the day after Christmas, 26 December I had the same problem. The Infotainment screen went totally black but the side buttons are still highlighted but flicker off and on. I called the dealer this morning to schedule an appointment and they acted as if they had never heard of this problem. Now I'm sure that I will have to sit at the dealer for two hours to be told that the system will need to be replaced. I'm going to seriously look into the class action.
I have a 5 month old Subaru Outback. The radio & navigation malfunctioned about 2 months ago and the radio replacement is on backorder with no idea when it will be available. So frustrating. When I first brought car in describing problem dealer said they had not heard of radio issue. Now that I’m researching, it’s pretty impossible for them not to have heard of issue that lots of people are having. Ugh!
We too bought a 2018 Subaru Outback basised on ratings from Consumer Reports. We love the safety features that are standard. 7 months into our ownership, our screen went black. We immediately drove to the dealership and was told it didn't happen often. Part was ordered and our vehicle was noted as being "Off Road". The service rep stated that that would probably speed up the replacement. My husband called back to the dealer the next day asking for a loaner car. Of course, none were available. He called the 1-800 service center and explained that it wasn't safe to drive. I'm a nurse that can get called out at night. We obtained a rental car for the duration. Visited the dealship today and was told that they have 6 vehicles waiting for this part. (It's been 2 weeks for us) We discussed not getting return phone calls or any communication. The service rep has an attitude that doesn't fit with customer service, the service manager seemed more understanding. Recommend all effected call the 1-800 service center and request a rental car. Not loving our Subaru.
Same issue with service. Disrespect, dodging calls. I think it is just a reflection of Subaru contempt for consumer. They also told you a deliberate lie when they said this does not happen often.
2018 3.6. Just had 6,000 mile service before Christmas. This morning went to change channels and volune shot up to max with all bass and static. Screen frozen. Blue tooth worked. Dealer installed update during service. Called this morning and they are ordering a new unit. No mention of back order
That full volume, static happened to me and I almost crashed my car - now they are saying (after 4 weeks) the “refurbished” radio will be in this week AND if I don’t come in right away, they will send it back. - I live 60 miles away) wtf All I know is Lithia Subaru in Reno NV has the worst customer service ever. Other Subaru dealerships I have experienced are somewhat nicer.
Same here - 2018 Subaru Outback, 10k miles, center console just went black; no backup cam/radio/bluetooth/gps/etc... Very disappointed with Subaru!
My advice call corporate. Wish I’d thought of it. My 2018 Outback did the same October 27, immediately contacted the dealer and got 10 -14 days story. Drove it for several weeks but not having Bluetooth in my state is a real problem so I got them to give me a loaner. Got a call this morning that my cat is fixed. I’m on vacation so don’t have it back yet but can’t wait for the software update issues. I love this car especially the 4WD but this experience is making me wonder about Subaru. Was thinking about an Ascent as a replacement four our large SUV but now.....
2018 Outback. Radio went dead 12/7. Dealer said they had been getting replacements in about a week. I called on the 14th and the service manager tried tracking it down. Calendar me back and said they couldn’t get a sure date. I called Subaru of America and they promised to expedite it and told me what date they would call me back.She called back as promised and gave me a ship date. The dealer got it 12/26 and installed it 12/27. SOA lady called the next day to see if it was okay. We discussed lost time on the Sirius subscription and she asked me to email her my Sirius invoice. Today, Q week later, she called back to see if it was still okay and offered me a check for what I paid for a 3 year subscription as goodwill. I’m happy with their customer service.
My radio went dead 12/31/18. I called my local dealership - Janesville Subaru. A technician had me try an at home possible fix, as they were closed new year's day. That did not work, so Wednesday morning I call Subaru Customer Service (CS) and got a very helpful woman on the phone. She started a case number for me and sent me an e-mail with her contact information. Right away I contacted my dealership and got in for a 2:00 appointment to get officially diagnosed. When I got there Subaru CS had already contacted them and had a loaner car for me, as I expressed my concern, as I drive a lot. Bottom line, my new radio was ordered Wednesday, dealership said it would be 3 to 4 weeks realistically before it was fixed, I have a loaner car to drive until it is fixed (which is a brand new outback), I received a call from Subaru CS woman yesterday and she said the dealership will have my new radio middle of next week and my car will be fixed by latest, late next week. My dealership person has also followed up with me since being there two days ago. Granted I'm upset this has even happened, but my experience has been nothing but great with Subaru and my dealership. Very nice people who are looking to help, setting realistic expectations and now looking to way over deliver on those expectations. I'm expecting my car middle/late next week (7 to 9 days total) and I have a nice loaner car to drive until it is fixed. Trust me, if my experience was a crappy one, I would be here posting that too, but it hasn't been, so I just wanted to share my great experience with Subaru CS and Janesville Subaru - they have been awesome!
Got my 2018 Outback back with new infotainment system yesterday. It has had the software update installed from the dealer. I’m very glad to have my car back as my loaner was a lesser model and not new. All together my ordeal lasted 9 weeks. Wish I had gone to corporate. Monday I’m contacting them about reimbursement for list SiriusXM subscription, I am disappointed that Subaru has not contacted owners. My dealership said they currently have 15 customers waiting on new systems.
Yesterday someone posted a message that this issue was a RECALL...and glorified their dealer for being so responsive. Now that message is gone...... RECALL no MALFUNCTION.
Yes I posted that and see the thread is gone. Did I do something wrong? I wasn’t saying it was a recall issue, just telling my experience thus far with my radio and how Subaru and my dealership have been great to work with to get issue resolved.
Here you go. We've had the same issues. http://exhaustnotes (dot) us/blog/index.php/2019/01/04/just-another-automobile-manufacturer-unfortunately/
I went in for an oil change a few days ago and we got down the road and noticed we had the black screen so turned around went back and I all but said, what did you do to our car? Unlike me,they keep there cool and put a temporary unit in with a few issues. They gave me the few weeks and loaner car scenario. When I think back the service department were as good as could be expected, We got a unit with a broken tuner button but beats nothing so I guess we are being taken care of ,Now it’s the waiting game. Wish you best of luck.
After 5 weeks, my appt has been scheduled for Jan. 10th (Reno) - we’ll see how the fix goes...
Just received this from Subaru via email: "There has been a campaign just released on WTZ-85 for head unit concerns with the vehicle. Your vehicle is part of this campaign." Looks like it might be an official recall now.
Black screen of death just happened to ours. 2018 Limited w/ 7,500 miles. We contacted our dealership and they said they may be able to take care of it via software if the radio magically comes back on. If not, a new head unit is in our future as well. My wife is not happy with having multiple quality issues on a 6 month old vehicle.
Screen on my 2018 Outback Limited 3.6 went black two days ago, at just over 9,000 miles. Was out running errands for a few hours: stayed black the whole way. After getting home, went back out to car after it was parked for a bit -- and the screen is now working just fine! Has anyone else experienced this? Is this a precursor to a permanent loss of the display screen?
I would suggest you see if your dealer can apply the update to the system while it is up and running. This is probably a precursor of it going black and staying that way.
My did that and within a couple of days went permanently black. Don’t wait, this is a widespread problem.
it's been 3 weeks; still waiting; no loaner cars available; part is on back order; contacted subaru regional rep who says there is nothing else he can do.
2018 3.6R legacy. I have stalled on the highway with supposedly 34 miles left because they installed faulty software to indicate when you would run out of gas ... my driver's seat base needs to be replaced because the squeaking is incessant and now I can't drown it out with music because my head unit just crashed ... 27,000 miles folks. WTH!
My 2018 outback ran out of gas when I was fairly certain that it indicated I had 20 miles range left. I'm kind of OCD about that sort of thing, but dismissed it as my mistake with a new car. Maybe not…
FYI - there is a recall regarding the faulty gas calculation software for the 2018 3.6r legacy ... but no fix yet. And no timeline for it either.
Same problem on 2018 limited with 5.2k miles; purchased in May 2018. Has happened 3 times previously but always came back on. Today nothing. Asked dealer about it 2 weeks ago during initial service and told would need a software update that would take 2 hours. Told him didn’t have time that day and would reschedule to do it. Wish I had stayed to get done.
I don’t think the sodftware update would have mattered...my radio was somewhat functioning up until today, thank goodness my 5 weeks of waiting for a replacement is up tomorrow and hopefully, the refurbished radio will work. Al of a sudden, my radio stopped working all together. If anything more goes wrong, will be trading in on another AWD.
Same issue. Completely blank unit. We were told by our local dealership that we were number 20 in line for a replacement when they come in. They can not tell me when they may receive the units for install. 4 weeks now with just a blank console. It’s a same because my wife really enjoyed the vehicle to this point. My new slogan for them is WHERE’s THE LOVE vs. SHARE THE LOVE!
2018 Outback 13,000 miles, radio went to black screen. Subaru checked fuses, but said entire console needs replaced. Back ordered 6-8 weeks. Very disappointing Subaru!
Our 2018 Outback 3.6R is also black screened. I signed up for the CAS. We are getting the O2 sensors replaced as well as they went. This is our 3rd Subaru and we are highly disappointed as they have always been reliable in the past.
Black screen on 2018 Outback. Car is only 9 months old. At dealer this morning for two hours. Not fixable have to get new unit. NO ETA!!! How long? Ridiculous. My first Subaru I am pissed off!!
Update: after driving a loaner (2019 Impreza) for 3 weeks, I have my car back with new system. Knock on wood that it holds up. I was glad the wait was not as long as I thought it would be. All in all, my dealer was good (as good as they could be) to work with re: this issue. Hoping for the best moving forward
Same issue here with blank screen. Ordered a new one. Told it was not Subaru but a Harmon Larsen issue. Sorry but a Subaru issue to me. Was told 2-3 weeks to wait. May consider selling and getting a different vehicle.
We had the same issue. Dealer gave varying time estimates when the part would come in. i emailed corporate and the part came in the next day. I followed up with corporate an they offered to pay one months car payment.
Hi - we are having the same issue with black screen of death and flickering lights. Bought the car May 2018. Does anyone know if Subaru will pay for the replacement head unit (if it comes to that)? Thanks
I just had mine replaced. Subaru paid. My dealer told me that Subaru discovered that it was a software error causing all of the outages and in a few weeks there will be a recall to fix it.
I had my radio/nav system replaced last week but I’m still experiencing a problem with the call volume on Bluetooth. Has this been a problem for others? When making or receiving a call I can barely hear the person I’m talking to. I’ve adjusted the volume in settings and it’s still so low, I can’t hear while driving. Ugh, so frustrating!
Same problem. 2018 Outback. Screen went black right before Christmas. Dealer gave me a loaner that I am still driving. Dealer has no idea when the new unit will be in. This is my 3rd Subaru. I’ve been happy up until this problem. Ironically, the loaner is a 2019 Outback and the drivers side window does not go up once it’s down unless I pull it up manually. Less than optimal considering it’s winter in Maine.
after 4 weeks, got the new unit installed today-everything working ok, except bluetooth which is not connecting. Was told there will be a new software update to install in a few weeks.
I just got mine back after about 3 weeks and it's working but there are a few issues I have noticed. They said that it was updated to its newest software yet I am still having connecting issues with the Pandora app on the screen. Also a strange thing happened, that had happened before it was replaced, during a phone call and after ending it, the radio will only come out of one speaker instead of all of them. It's the most awful sound. I turn the unit off and then back on and it was fine, but still concerning to me. Also, the only window button in my car that is currently working is the drivers window button. The rest will not work and I have tried with the master lock on and off for the windows. Yeah... guess I will be needing to go back to the dealer yet again before I get rid of this headache of a car. 2018 Outback 3.6R Touring. I knew I should have never bought it. I will miss the car driving itself, but I will not miss all of this. Thankfully we got the bumper to bumper warranty.
No, no, no! Say it isn't so! This is my third Subaru and it is the sweetest...the touring with all the bells and whistles and the luxurious leather. I don't want to be disillusioned with Subaru. I am waiting for the new unit to come in, also. What about this class action lawsuit? My biggest question though: are the replacements better than the originals? Damn!
Also, meant to mention. That the new unit is totally updated and integrates with Android auto and Spotify much nicer.
My infotainment system (2018 Outback) went out in December...black screen, no navigation, no camera, no radio.....it wasn’t until the second week in January that I was able to get a new headunit put in. The service man at the dealer said it was a common problem with Outbacks built at the end of the manufacturing year cycle. Then two weeks ago, I got the recall letter about the fuel gauge problem, for which there is not yet a fix, but they may have one by March. Today my car battery went dead. Car not even a hear old. It’s Sunday, so I can’t do anything until tomorrow. I’m very dissatisfied and wish I had never bought the car. The ride is not smooth and it’s not super quiet like my husband’ s 7 year old Toyota Highlander. I looked at the Toyota Avalon and now I am so sorry I didn’t buy it. My advice— do NOT buy a 2018 Outback. I have no faith in this car.
I’m at the dealer now for the same issue with my 2018 3.6. Last night at 7000 miles the radio, Bluetooth, backup camera , and map feature died. We shall see where this goes. I use my car as a “rolling office” so there’s a need for a Loaner if the issue is not addressed in a timely manner.
The dealer is providing a rental ...
Just got mine back. So far everything works perfectly...so far. The dealer was great! Had a loaner for 3 and 1/2 weeks. The day before my part came in, the dealer called Harmon Kardon. They said they had no idea when the part would be available however it showed up the next day. Sounds like a serious communication problem between Subaru and Harmon Kardon.
I had same problem with my outback. Just got mine back. Above all Subaru is ready to compensate for 20 days. This is the answer i got from subaru “I wanted to check in and inform you I did reach out to the Service Manager and was informed the audio unit has not arrived as of yesterday. I will look into this today and see if we can track the shipment. In the meantime, I do want to review how we can compensate you for this experience. If you could please attach a copy of your monthly invoice, I would like to review possible payment for the time the audio unit was disabled. Sincerely.” Hope this information is helpful for all.
Same issue with screen- told it would take several weeks for a replacement radio- fingers crossed.
I have the same problem no radio nag camera. Subaru of Wakefield in Massachusetts behaves like they never heard of it. 2018 Outback 3.6. Disappointed!
Same problem -Bought 2018 Outback in April 2018 in Danbury, CT, now 14K miles, screen went blank 1/17/19, took it to dealer the next day, received a 2019 Outback loaner, and advised it might take 3 weeks for the replacement INFOTAINMENT part, will update when get call from dealer "It's here" - your baby Subaru part
Same issue: Bought highest end Outback in July in Rye, NY and now has 8K miles. Screen blank and being told it has to be replaced but no idea when the backordered unit will come in. This is our first Subaru and doubt we will ever have another.
Posted earlier with same problem; 2018 Outback, 10.5k miles, black screen. Glendale Subaru service said 1 month to get the head unit; I called Subaru Corporate CS and they "expedited" the unit; came in after 2 weeks; just had it replaced yesterday, so far so good... Can't say I'm particularly impressed with Subaru Customer Service; I mean, I was down for a month and I'm still gonna have to take it in again in March when they get the fix for the fuel monitor together, plus the dead battery I had when it was 1 week old!
What’s a good number to reach V. P. Customer Relations at Corporate HQ ?
My biggest issue, so far, with the whole Subaru OutBlack is the time it takes for the consumer to go to the service center only to be told that a replacement part needs to be ordered. With the number of complaints posted here you would think that Subaru would have sent a standing inventory of the replacements to all service centers to help minimize inconvenience. As the theory goes, Time=Money, Money=Money, Money=Lawsuit(s), Lawsuits=Bad Reputation, BadRep=Less Sales, Less Sales=Less Money, therefore, it is Time for Subaru to step up!
Quote: "My biggest issue, so far, with the whole Subaru OutBlack is the time it takes for the consumer to go to the service center only to be told that a replacement part needs to be ordered." Exactly! Call up service, tell them the problem, they *know* about this for sure and know what the fix is, but I still have to sit in traffic for 40 minutes, and sit in the waiting room for another 30 minutes for them to tell me they'll need to order the part and it'll be a month!! This is my first Subaru, and unless I end up *loving* this car after I've put this and the new fuel monitor recall behind me it'll be my last!
I've had the same problem. They finally told me it's the Harman/Kardon problem. It's not just Subaru, it's all cars with this system. My dealership has been very helpful. They replaced the system and said cross my fingers. Subaru has known about this and is keeping it undisclosed.
The next question, frankly , is this: Did your dealer, knowingly, sell you a car that may have a high probability of a system failure and purposefully not disclose these issues to you and if they had, would this have materially altered your decision or offer? Sure, the dealer is happy to do warranty work - but did they have a duty to disclose more. Furthermore, what happens beyond warranty?
Here’s an update. We contacted SOA customer service and they worked with us to get the issue diagonosed. Ended up that the head unit needed to be replaced. We dropped the car off on a Friday and the local dealership had a rental waiting for my wife. We received regular updates from SOA customer service with regard to their discussions with the dealership. Got the car back on Thursday so they had it about 2 weeks. While we were definitely inconvenienced, I don’t know how SOA could have handled the process for getting this resolved any better.
Got a call yesterday that the main unit is in and can get it installed this week. As fate would have it, I need an oil change and my dash seems to be vibrating against my windshield when I go over bumps (anyone else?), so they can can handle all of these things at once. I have to say that I was surprised at how quickly the unit came in because I was told it could take up to a month, but it took fewer than ten days. I love these vehicles and am going to practice all of the positive thinking I can that this is the only glitch I will experience with my 2018. All the best to everyone else with this issue!
2018 3.6r Outbabck with 8800 miles. Same same here. I've been driving for 38 years and have never run out of gas. Ran out of gas on major expressway in Chicago when dash was telling me I had 30 miles. Then Started loosing presets on radio. Followed by incessant squeaking from under the drivers seat and now today I lost the whole head unit it went dead just like everyone else. Calling dealer in the am. I'm pissed. To those who have called and talked to Subaru Corporate where they helped, please post telephone numbers / contact details PLEASE.
Subaru national customer relations----1-800 SUBARU3
15K miles on my 2018 Limited 3.6 Subaru Outback. Last couple weeks the stereo took 60 seconds to come on after the car started. Last week it just quit working all together and now it will not come on at all. It's already been in the shop twice for software updates due to no sound or delay in coming on. I suspect I will be in the same boat with the head unit as everyone else. I live an hour from the dealership so there goes a trip in for them to look at it....and then another trip after the order a head unit. Also had driver seat noise...clicking around corners last summer and they order a new seat frame for it. That lasted 3 months and it started again...so they replaced it for a second time. I love the Outback but these issues are starting to turn me against the Brand.
call Subaru of america to complain. They expedited a new radio to my dealer and paid my car payment for a month. They were in constant contact with me until it was fixed even offering to give me a loaner car for a trip I had planned.
The dealer gave me a rental last Monday and the service tech called the radio issue a "re-call". I have my car back in 8 Days.
My 2018 Subaru Outback Touring has been disappointing since the day I purchased it from the dealership in Durham, NC. Of course, my head unit just went dead, like everyone else. The dealership told me that no loaner vehicle would be available for three weeks. When I asked how I would get around, I was told to rent a car (at my expense). Before this, my car has been at the dealership 4-5 times for various things. Most notably, from Day 1, the car rattled and squeaked like a 30 year-old pickup. It was like the entire car wasn't screwed together tightly. They kept the car forever - They replaced the dash (they found that someone has actually used superglue on the dash), put felt tape everywhere, etc. They also found that one of the door panels had not been installed properly The car still rattles. The driver's side seat squeaked horribly, and they had to replace the rails on which it sits. They said that was a common problem. The memory seat functions don't work. The list goes one. Keep in mind these problems started when the car was purchased new. I now have 10,000 miles on it. Even my kids make fun of the car because of all the problems it has had. This morning, my son said, "Dad, you just need to get a Honda." My wife's Pilot has never had an issue.
Can you say Lexus?
It's very unfortunate ☹️ that Subaru has been so inconsistent.... I've been VERY LUCKY with my 2010 ...not an oil burner, remarkably well service and has been so far a great car....no mobile electronics problems.....by the way... there's no such thing as cheap mobile electronics...you get what you pay for. Shame on Subaru for installing cheap mobile electronics on a $40,000 car.
fir problems my 2018 Outback Touring takes the cake. Love the way it drives and when the radio works it is an awesome car. The key here is the when it works. Have had black screen multiple times. Times when phone calls can’t be heard even. Apps don’t work half of the time. I’ve also had multiple times when out of the blue the speakers sound like an explosion! The whole car vibrates! Scared me to death. Dealer has updated, replaced radio, fixed “recall” and I am STILL having issues. This is our 5th Subaru and may be the last. If you can’t count on features you’ve been sold, what’s the point! By the way I can’t use my phone even if I pull off the road and park without turning the car off because the radio communicates with my iPhone as if I’m still driving and controls the phone even when it isn’t hooked up. I can’t imagine being on a road trip and not having access to navigation or the safety of use of my phone. What’s the point. Thought I was upgrading but this is a huge ripoff. Maybe they are spending too much on advertising ? I’m NOT feeling Love at all.
Exactly what kind of system is in the car? Does it have Apple car play and Android Auto?What exactly did the dealer do ... sounds like they are NOT competent...If I were you I'd take the car to a mobile electronics shop and get the system replaced and installed correctly... Many dealerships actually send cars to specialty shops that know how to fix these issues anyway. If they can't fix it maybe they should just give you an allowance to take it somewhere or pay for the work outside the dealership..... It's a 2018 model... don't they have any self respect? Sounds like your speakers are blown....this is really pathetic.....My 2010 Subaru Outback Limited has fantastic stock audio and it's almost 10 years old.... SAD.....
This people are suck I have the same issues with my radio
Last week at 8800 miles on my Outback the whole system went out, no radio, no navigation, no back up camera, etc. I called the dealership and "oh yeah, we are having problems with that, we will order you a new one." It will be awhile. ARGH
Sorry...I can't respect that... It all failed at once? I think you need a mobile electronics expert and Subaru should pay for all of it!
My unit, which went dead in one stroke just before Thanksgiving, took six weeks to replace, but would have been about four or four and a half had it not all happened over the holiday season. Their national consumer group was polite, responsive, and helpful. They didn't offer any loaner, but, at the end, gave me a monthly payment. I surely spent a lot of time dealing with the problems. The new unit is going to need some tweaking as the volumes are hard to manage between Car Play and other modes. I think Subaru is hoping to avoid the full blown, very expensive recall. Updating the nav system via flash drive was confusing and difficult....good luck there! It sure is strange how many folks have had problems in the 5,000 to 10,000 range instead of right off the lot.
My 2018 Outback head unit started coming on delayed by about 5 minutes two days ago and now it takes about 15 minutes to come on. Called the dealer yesterday and they tell me it needs an "update" that its a recall item, but the update will fix it. Said it would take about an hour in the dealership. Also, they said the fuel issue can also be fixed with an "update" now. Taking it in tomorrow. I'm not so optimistic after reading all these posts.....
I have a 2018 subaru Legacy and i too have the same issue. My display panel is completely black. I will be taking it in to the dealer this coming saturday. Let"s see what song and dance i will get.
Me too. 8 months, 6,500 miles. Called corporate first. First line agent very informed on this issue. Advised that the new software update is now the first step of repair. If software update doesn't work, they'll order a new unit. I was told that the backorder problem has been resolved, and that I would received a loaner if necessary. They gave me a case order and offered to follow up. Taking it in tomorrow. Will update this board. So far - so good.
Crap. I hate to see this. My Outback which only has about 13,000 miles on it had its console go out today. From what everyone is saying, sounds like I'm in for a long haul to get this thing replaced. Really disappointing.
Chapter 2: Service appointment Feb 13. Software update did not work. Bad head unit. ETA for part - about a week. They did the software update for the remaining fuel recall also. Total time in service so far 1:30. I wasn't interested in a loaner if it's only a week. I don't drive that much to make it worth the trouble. I'll update.
Chapter 3. I called parts today to ask about my head unit. Ordered 2/13. Still has not shipped out. Parts manager said they are waiting for between 10 and 15 units to ship out - a direct contradiction of what I was told by corporate. I e-mailed the Subaru service rep who is handling my case, but did not receive a reply today. I'll call Subaru tomorrow and update. Parts guy said they are replacing almost every single 2018 outback head unit.
I urge everyone to file a report with the NHTSA. With the head unit out, there is no back up camera. Back up cameras are mandatory on all 2018 cars. It appears that almost every 2018 Outback will have this unit fail within a year. Therefore, Subaru knows that almost every backup camera will not function. All of these units should be recalled, and Subaru should make sure that parts are available. In addition, unless they can demonstrate to the NHTSA that the problem has been solved, any 2018 and 2019 Outbacks still in the pipeline should not be permitted to be sold until their units have been replaced. The NHTSA can't now about this unless we file reports.
Chapter 4: The original CS replied to my e-mail stating that she followed up with my parts department, and although she confirmed that there is no back order, "these parts take one week to ship out". I guess the parts are available, but they're out of boxes or packing tape or something. The CS agent said that she would check on the order in two days. CS agent has been excellent. Tough job running interference for a warehouse that takes seven days to pack a one cubic foot item. Stay tuned for chapter 5.
Reported this issue to NHTSA and Subaru America. Very disappointed that to see this issue on the 1 year anniversary with my outback 2018. I am picking up the loaner today. Not sure how long it will take to get mine fixed.
Chapter 5: My replacement unit arrived today. Took 9 days after diagnosis. I'll schedule replacement and report back.
One year anniversary for me. 15k miles. Dead. Getting in line. Wonder if they are refurbing all of our units back and just cycling crap through their customers :-(. First Subaru after many Toyota’s.
Mine is a 2019 Outback. Only 2 months old with 1,700 miles. Same thing!!
Just thought I would chime in......I have the 2018 Outback basic. The radio has CarPlay but nothing else .......and no problems with it...... FYI......I just received a notice from Subaru in the mail informing that a software upgrade will be made to my radio on the next service. Niagara Falls Canada
Chapter 6: Replacement installed today. My total time without a working unit - 13 days. When I scheduled, I was told it would take 90 minutes tops. Took three hours. Other than that, so far so good. Subaru corporate CS rep followed up every step of the way. Excellent service from her. The service department is very frustrated dealing with all of these. This has got to be costing Subaru a lot of money. My guess is that we won't be seeing Subaru contract with Harmon Kardon in the future. I'm hoping this is my final chapter.
I was considering buying a new 2019 Outback until I learned about these problems with the head unit. Does anybody know if Subaru has installed the same problematic head units in the 2019 models?
Same problem with Infortainment system. Car worked perfectly for 6 months. Then went black in December. Dealer provided rental car and replaced the system within 2 weeks. But then the car came back with a totally different driving experience: rattling and vibrations from the center of the dashboard area. Took it back two times and it was better. But now I never know what kind of experience I will have when I drive the car. Sometimes there are no rattles/vibrations from the center of the dashboard over bumps, but other times it is just loudly rattling/vibrating over each bump. dcarea
I've had my Outback for a year and two weeks. 10,679 miles. Got the white screen today in the middle of running errands. After parking for a couple minutes it came back cloudy, but after reading all this, I'm not feeling hopeful. Almost ran out of gas last week when indicator said I had 1/8 tank. This is my first Subaru. I'm so disappointed. My previous car was a Honda-which lasted 19 years and 225,000 miles...
My issue with my 2018 Outback is the bluetooth connection to my phone. It keeps dropping even though it says the phone is connected. They did the updates to no avail. Went back today and will hopefully be getting a new HU.
I got a new HU in December and I have been back for the mileage recall and they checked to make sure the HU had the newest download and they said all was fine. I get it back and all of my windows work besides one in the back. I did find a fix for that on YouTube. And also my Bluetooth will intermittently disconnect and there is no reconnecting it until you stop the car, lock it and walk away. Then walk back and it might connect again. So stupid. I am over this car and getting rid of it soon. I hate Subaru now and I will never get one again. Just too many issues. Seems like our technology is already far too advanced and companies are not able to keep up with the demand and issues.
Our 2018 Outback Head Unit went out in December at 10,000 miles Dealer had it for a month. They denied that it was a problem. Customer service folks were not helpful or caring at all. Subaru loves you when you look at their vehicle and buy one but, have a problem and forget it! Too many issues with this model and we didn't want to be stuck with a loser. New Head Unit installed and my husband drove it off and traded it in. Bit the bullet, lost some money but...We're so much happier. Thought we'd Love the Subaru but, ended up Hating it
Good news you are not alone 2018 outback under 5k miles radio acting erracting , phone doesn t work, software does not download, been to to the dealer 3 times for the software issue , the others just xtarted, they are going to replzce the radio. Based on the reports I am not optimistic.
Chapter 6: If you read my previous posts you will find that my head unit was replaced exactly two weeks ago. Today, the radio stopped working. Screen shows it's playing, all info, etc, but no audio. Audio is fine from all other sources. Back to the dealer - unbelievable.
Chapter 7: Next day my radio resumed working and has worked fine ever since - 5 days now. My experience with Subaru Corporate has been great, but Harmon Kardon continues to botch the software for these units. If Subaru sticks with HK into 2020, I'll be very disappointed. HK is an excellent audio company - nothing against them on that front, but they are clearly not set up to handle the software issues of automotive installations.
Subaru replaced my head unit after it crashed and stayed dark. The new one works ok now except for CarPlay which just won't work at all. They have ordered a new one and I am scheduled to have it installed in 2 weeks. My question is, should I just live with it as is, or try the new one? I really do miss CarPlay not working and I really wish Subaru would support Waze.
I just had mine replaced but my issue was the connection to my Android that worked on and off. It still works on and off but I'm using the USB cable when it drops so I'm assuming that it was my Ssmsung S9 all along. My daughters I Phone works perfectly, so I will leave it alone. My Subaru dealer has been wonderful and accomodating.
I am in the same boat. Asked my dealer in livermore to replace the head unit. He said a week. Lets see.
I bought my 2018 Outback 3.6 with 8500 miles on it in October 2018. Love the car, but the black screen of death has attacked it as of yesterday. Someone mentioned a class action suit. Anyone know anything more about this?
I bought my 2018 Outback Touring new, with all the bells and whistles. It is my third Outback because I have loved driving it so much. The Navigation system in my second Outback sucked. Now as of yesterday, the black screen of death appeared after 13,000 miles. It flashes on and off, like there's a short or bad fuse? IDK? Based on all the comments on this forum, I will be taking mine in to the dealership first. I'm so bummed. I always tell people how much I love my Subaru! Disappointed to say the least:(.
Same problem here with a 2018 Outback. Apparently a known issue, but I did not receive a letter. I had received a letter on the gas mileage calculating incorrectly and had set up an appointment to have that repaired April 16, 2019. Unfortunately today, April 4, 2019, I got the black screen of death. New unit required. Suburu customer care answered the phone, offered a loaner, etc. That is all great, but this is a new car and I am extremely disappointed. The issue is a software update that is needed on the unit - it must be done at the dealer. If the unit fails before the update is done there's no way to recover. The software updates at home every time I drive into car park area, not sure why this software update couldn't have been delivered via that mechanism. I won't buy another Suburu.
This gift keeps on giving. Radio went black. Took in on March 7th to get replacement process (ordering, etc) going. Replacement came in April 2nd (almost a month later). Went in to have installed today...replacement dead as well. They tell me 16% of radios went bad, 1% of replacements went bad. Love being in the bottom .1%. Going back to Toyota ...
Ughhhh....black screen of death on my 2018 Outback tonight. I’m so disappointed after reading all these posts. Never received letter from Subaru about this problem/recall but I did get the letter about the gas mileage distance to empty- Looks like I’ll be calling the dealer on Monday. Such a bummer....
Just got mine fixed today...waited 8 days for radio to arrive from Harmon. Located in South Jersey. Mileage 7200 miles. Needed to call Sirius to start up SXM again. This is Subie # 6....2018 3.6R Outback. Best ever. Got a good deal late August. Hoping no repeat of black screen !!!!!
Have a 2019 Forester. Radio rebooted itself from the first week I bought the car in Jan 2019. I told my sales contact. Then started to reboot several times a day. Service installed an update but no change. Today, I have no radio or anything. The screen goes from black to Starlink screen back and forth. Took it to dealer. Hoping to hear back tomorrow. Brutal.
Two problems may exist, and I have had both. Screen goes black and entire unit dead. Solution is a new unit. Other problem may be worse. Intermittent function and bluetooth connectivity. I now need to pull over and take videos or pictures TO PROVE it is defective!!! I am furious that I am being held responsible for the documentation of their defective product. In NYS it is illegal to talk on phone without bluetooth, yet I never know if my REPLACEMENT UNIT will work. I would get rid of vehicle except it is only a year old and I would lose so much in depreciation. Service staff doing their best but corporate Subaru clearly trying to continue to dump defective components hoping people will just give up. I want to know what they are doing to actually correct the problem other than replacing unit and crossing their fingers.
Dealer says they ordered a new unit. I have no idea how long that will take. What's frustrating is that they act like I'm the first person to have this issue.
SYVG: Perhaps you might be worried about that service manager. If they're blatantly trying to deceive you about this, what else are they willing to lie about? That's a shame. Contact corporate if you don't see a new unit within a reasonable time.
Good luck to all of us. I am on my second replacement radio, fifth service call. The "new" radio failed the day after it was installed. Black screen, front speakers inoperable, no connectivity to Android Auto. The next day, some or all of the elements might work. They might work for several weeks before failing again. Extremely frustrated with my dealer, who insists I have to bring it back in for them to troubleshoot. Unfortunately, they can't explain what they will do this time that they haven't already done. This was my first Subaru and will be my last.
2018 Legacy: infotainment issues; software updated by dealer as per recall; intermittent "software update failed" error; tech performed hard reset; still getting same intermittent error message. I feel that the screen stays gray too long when the volume is changed. Otherwise, no serious issues. I've lost confidence in subaru over this issue and previous one (Legacy, non leather fabric,stained with water spills). Just traded in a 2018 Outback. Will ditch this Legacy when lease expires. No confidence in this company any more.
Dealer has ordered new unit for my 2019 Forester should arrive in a week. Hopefully this solves the problem but I'm not confident it will after seeing so many posts.
I have a 2018 Legacy and on the last week before owning for one year, the screen went blank. There are a few recalls notices and one is WTZ-85. states that an error can occur during the boot up cycle, causing the screen to remain blank. sounds like that is mine. took it in to dealer and the service person said he' ll order a new unit. so I hope it only takes a week to arrive.
Updt: Got the parts finally after a month. Dealer replaced it with no extra cost. So far looks ok.
2018 Outback. Black Screen of death. The home, map, etc buttons will flash off then on every 30 seconds, like it is trying to reboot. Took it to the dealer, they said they first try an update, and if that doesn't work, replace the head unit. I left it there and will pick it up tomorrow. We'll see.
Dealer installed new head unit last week on 2019 Forester. So far so good fingers crossed. Took less than an hour to install.
After several non-working issues on head unit and 2 reprograms, I am FINALLY getting a new unit for 2018 Outback bought in September, 2018. I did call Subaru main customer service before appointment at dealer to diagnose the problem and found them helpful in keeping in touch with the dealer. Just waiting on new radio to arrive which was shipped 5 days ago.
I'm adding to my previous post for my 2018 Legacy black screen. dealer installed another infotainment unit. but the volume is not working right and is not loud at all. dealer said it is the amplifier. I hope it is and not the unit again. when I got home after the install and starting to play, test it and do the settings. part of the left side of the screen would not respond to touch. turning off the car a few times didn't fix it. giving up and figuring it was a faulty unit. I tried again a few minutes later and for some reason the left screen responds to touch. so everything works fine and the last two days after install, no issues. just waiting for the new amplifier now. I did have to call Sirius XM and give the new radio ID to them for activation. found out the radio came from an Outback. the 2 recalls were performed with no issue. I wasn't experiencing any problems, so I wouldn't know if it worked or not.
New head unit installed 1 week ago. Today display froze. I had to walk away from the car to be able to call Subaru without the phone connecting to the audio of the car, which was not working. Waiting now to hear what the rep will say the next step is.
Chapter 8. My head unit was replaced about three months ago. Since then it's probably stopped functioning in some way six times or so. Each time, a restart of the car got it back up. however, now that it's summer, I noticed that they broke the drive side air vent above the unit when doing the replacement. No air comes out and the louvers don't work. Something everyone may want to check when you get your head unit replaced. OTOH, This thread has really slowed down. Perhaps Harmon Kardon has finally figured this thing out.
I am getting ready to go in for my 3rd replacement. I have had it up to here with this car. Once its all okay I will be selling it. I look forward to not owning a Subaru ever again. I have contacted Subaru corporate once again since the very first black out with all of the continuing occurrences. I have someone who is a representative now for my head unit issues. I have asked them to please be sure I receive a brand new unit for my car since this issue keeps occurring. I told them that I also know that my last one I just got replaced a few weeks ago was simply someone else's radio. Sirius radio has connectivity issues and I spend an hour on the phone with them being passed to several reps and they said, this radio is not listed under your name. They names some random persons name, which I didn't note, but still. Thank you Subaru for your hard work and diligence in this. OMG, So the remaining issue is now with the bluetooth connection with my phone. You want to listen to a music or use your phone well you will count yourself lucky if it stays connected till you are finished. It will say hands free system loading and it will just circulate and never connect. You literally have to stop your car, lock it, and walk down the road and come back so that it will reload the Starlink main screen. Then it should connect again, but you're screwed if you're on a road trip so bring a Aux cord for backup. For such a new car this is such a pity. I decided to go with this car so I wouldn't deal with crap like this, like I did with my Ford Explorer and the NAV that never worked. I feel doomed by the technology that the car companies can't seem to keep up with. In the end this connectivity issue is the exact same thing my 2nd replacement had an issue with. My phone is new and up to date so I truly don't think it has anything to do with the technology of that. I am just frustrated that I have to go in yet again for them to "check" it before they will even place the order for my 3rd unit. Again, thank you Subaru, I can't wait to say goodbye to you forever. I want out of this club.
So sorry to hear all your problems. The used radio being installed sounds like dealer subterfuge rather than Subaru, Glad you have a rep now. Good luck.
We too ditched the Subaru after having so many issues. We decided it was better to get rid of it before the whole car fell apart. Now very happy with a Toyota Highlander.
Thanks! I look forward to moving past all of this. I'm sure everyone else is as well.
Radio number 3: started out working fine and then new issues started like when the car starts my radio does not come on for about 30 seconds or so. Then driving down the road one day my radio turned itself off and turned itself back on again. So I’m back into the dealer where the regional tech person checked it out and of course the radio worked just fine. Supposedly a new update is coming out in July and the national customer service hotline representative is going to check and see if any of my issues are covered by this new update. So the saga continues… I have contacted the law office that’s considering pursuing a class action suit in this matter. They sent me a questionnaire which I returned to them, so we’ll see what gets done. I am tired of getting new radios installed and having the issues start up again
As a follow up to my 2019 Forester and the new head unit, it's been a month or two and thought all was perfect. This week, all of the preset radio channels vanished. Hopefully this is not the start of more issues.
My head unit just went out yesterday. Black screen, nothing works. I called my subaru dealer and they said they'd have someone from service call me back..but I've heard nothing. I bought my 2018 Outback last year in March, have had it in twice for head unit issues...now I'm hearing to not persue the issue until I get my "recalls" updated on July 15th. So, I have about three weeks of no radio, camera, nav, etc. I'm really regretting this vehicle. Never had issues with Lexus//toyota.
You're hearing not to pursue until July 15 from whom? Dealer? That's nonsense. Call Subaru corporate. They should immediately check your fuse, and try the reprogramming recall that's been in place since January. (sounds like you may already have had that done). Most likely you will need a new head unit which they should order immediately and give you a loaner. No head unit means no backup camera - a mandatory feature on all new cars sold in the US. If Subaru corporate doesn't take care of you right away, sign up for the class action listed earlier in the thread
Update: Someone reached out to me to call corporate (thank you!). I dont know if the girl was having a bad day, but she seemed annoyed that I was asking for help because Im concerned the unit is out and I have to travel out of state. I told her how its mandatory for all vehicles with backup cameras to be working and she said "you'll have to do it the old fashioned way for a while". I felt that was not very professional. Of course I'll have to do it the "old fashioned" way. I mean, I'd be in a better place in an older vehicle that at least played music. Pretty dissapointed with this whole process and very much thinking of getting rid of my outback (which is disheartening as I havent had it that long, and I enjoy driving it//heard so many good things about Subaru). Good luck everyone!
Ok, hopefully last post (sorry, this has been a saga!) I actually got in touch with someone else at corporate, who called the local dealer I couldnt get into until the middle of July. Now my dealership said I could drop the car off tomorrow morning and they will supply me with a loaner until its fixed. Corporate said they would stay in touch to ensure the unit is properly working before I get it back. I have to say, that was VERY impressive.
Smart choice to make another attempt at corporate. The person I dealt with at corporate was also great. When it's all over, make sure you let the corporate office know who was helpful and who was worse than useless. Good luck.
I have a 2019, had it for a week, the Harman Kardon stereo is a piece of crap! Dying already on Day 7. What the hell is wrong with these car radios!
Perhaps the worst aspect this is that after two full years, enormous inconvenience to thousands of customers, and enormous expense to Subaru and it's dealers, Subaru is sticking with HK for 2020.
Okay guys, I am fuming. So it felt as if Subaru of America was on my side with someone looking into my case since the head units I have been getting (according to Sirius radio) clearly didn't belong to me since they were listed under someone else's name. I requested a new unit to end the madness since I am on my 2nd head unit and when I went in regarding this issue to hopefully get a 3rd one I was told since the issue wasn't occuring at the time that it would have to be more consistent for them to fully replace the unit. Okay, so since this is the 3rd unit, now its a problem. Well, if you guys had gotten it right the 1st or 2nd time I wouldn't be here! I had the some case investigator named David who I thought was helpful till he basically said they couldn't do anything more for me till the issue was more consistent. I said, so you don't believe me? You think I like spending my time on this? I have wasted way too much of my life thinking about the headache of a radio since I got my car in October of 2018. Issues ever since. So I asked him, what do you consider "consistent". He actually was pretty rude. He was saying that it needed to occur at the dealer. Hmm okay, well that will never happen since it doesn't occur every time, but I would say weekly at least 3-4 times and won't reconnect while driving. So I have an aux cable for backup. I have also started documenting it and taking photos and videos every time it has occurred since clearly this is costing Subaru so much money that now that its the 3rd replacement for me it is not actually happening or I'm making it up. Wouldn't you think that would be the most important person to fix since the longer this happens the more pissed the customer is getting. Literally can someone come steal my car or light it on fire. OMG. I'm so over this (expletive). Honestly, its a very small matter in the grand scheme of life and I should feel so lucky to be able to drive my car on my long commute and not have to ride the bus, but paying a nice chunk of money every month kinda makes that pang in your stomach when things just aren't right and it feels no one is on your side. Thanks SUBARU - I hate you. I hope this class action gets going, let's take them down! I may end up calling and trying to speak to another agent before I lose all hope but I wanted to update since I have been the whole time. I feel like they're washing their hands of me. I'm beyond upset now, I'm angry.
Radio number three… New update July 9, 2019… Since update my HD radio turned on all by itself, twice when the car started I had no volume for about 30 seconds even though it showed up on the screen, 1 time my Apple CarPlay wouldn’t connect, I made a phone call one time and it did not connect to the speakers even though it showed up on the screen… I contacted corporate again and the response I got was that because the infotainment system does so much I should expect glitches to occur… Really!?!*Their response was basically suck it up and deal with the glitches? I think not
Mine is out again, there is no hope for these radios
As GuruLM7VQ, I also have similar problems occasionally. These occasional problems are annoying, but I have to say that as a huge tech user, both of my head units have had no more glitches than my iPhone, iPad, smart TV, etc. I'm coming from a 2011 Murano. That Infinity head unit - in that it never failed, was obviously trouble free in comparison. However, it was at least as glitchy as my Subaru unit, and that was without the added complexity of Apple car play. I think these types of occasional glitches are unavoidable in any car. The Honda I drove while testing was almost impossible to figure out how to use. What is unacceptable is the repeated failure rate of these units - even after all this time. I really can't believe Subaru has stuck with Harmon for the future. What's more troubling is that starting with 2020, just as with Honda, the HVAC controls are now part of the touch screen. No more dedicated access to these without the head unit.
Pretty unreal, no issues until I went in for the recall, then the head unit starts failing to initialize entirely. They replaced the head unit without telling me after 3 weeks and broke the driver side air vent exactly as noted above. They've really got to make this right...
Also, I only went in for the radio recall because of the fuel gauge recall, which was particularly dangerous. Now I've wasted hours/weeks on this can of worms. I think it's very disingenuous for Subaru to try to characterize the issue as non-safety related when there is a Federal regulation that requires all new cars to have a back-up camera...FOR SAFETY.
Radio number 4 was just installed in a 2018 Outback Limited. Erratic behavior and performance since I first turned it on so, no, it is not fixed. Not only are the same problems reoccurring - there are now new ones. Further, the dealer committed to provide a "new" (not rebuilt) radio and amplifiers. I am unable to reconnect to my Sirius account and learned from them that my "new" radio came out of a 2018 Subaru Legacy and is still under that VIN. Sirius is unable to cancel that Starlink subscription (and they don't know why), which is set to run through June 2021. My dealer is aware of this and has failed to contact or speak to me further.
@GuruH6QFJ This happened to me as well with my 2nd head unit and I am currently tracking how often the handsfree unit stops working for a month to show them exactly how "consistent" it actually is. Come on Subaru, this is beyond dumb. I'm so mad about this. Anyhow, when I got my 2nd unit put in my Sirius wasn't acting right, not giving me the channels I subscribed to that I just had before they put in the unit. Sirius told me some random name that the radio unit belonged to and it wasn't mine. I spent over an hour on the phone with Sirius and was passed to 3 people, I went from I am over this and them telling me that I don't get those channels I'm sorry to me just telling them to cancel my subscription over pure annoyance over it all to finally a tech at Sirius who basically had to transfer my VIN number and name over to the account for that head unit. A crazy a$$ process that I would have been happy to have known about prior to that mess. Subaru and the dealership have not seen the last of me. They know me by name now. Honestly, how sad is that. I called and literally the lady said, "Hi Heather" omg. Currently, they're on their 3rd time of getting the tinting on my window right. That is not a Subaru corporate item but still within the lines of get it right you guys. I have had my car for a year and I can't wait to fix this issue and sell it! I will miss it driving me home but that feature is occurring more often in other cars now so in the end I won't miss you Subaru.
Sirius has now told me that it will be 7-10 business days before they can figure out why they can't transfer the radio into my name/VIN and what options I might have. This problem did not occur with any of the earlier radio replacements. The dealer has now called me back, ostensibly to ask about the Sirius issue, and I advised him that the overall system glitches continue and new ones appear almost daily. I have no idea of what to suggest next, other than a request that they take the vehicle back.
@GuruH6QFJ That is crazy that it would take them that long when I was on the phone for an hour to do so. Maybe try calling Sirius and get someone else? Often times some have superior knowledge over others. I have worked on the other end of the phone and some people are new hires who may lack the knowledge. Just a thought. But if you are within your time then I would surely return the vehicle. Such a headache still. Subaru rep told me he looked into the lemon law for my state and this didn't qualify for it. Yeah me. Good luck to you and let us know what end up happening.
I was told by Sirius that the problem is a trial subscription to Traffic/Travel Info. They are unable to cancel it (?) and the auto cancellation date is not until June 2021 (this is apparently the 3 year trial that comes with the car). They have no idea why they get an error message when they try to cancel and the radio ID cannot be transferred with this subscription still on it. Unhappy does not begin to describe this experience. Waiting to hear back from the dealer with whatever other "options" might be available and offered.
This seems odd because when I called to cancel an introductory offer from Sirius (6 months after purchase of my car) I was threatened that if I didn’t extend my Sirius plan and was ultimately cut off from the traffic/travel info part that should have been a 3 year trial. I am about 7500 miles into unit #2 and Sirius had no problem cutting off the traffic/travel info. (16,000 miles on the car). Lately, I have started having little glitches that I suspect mean this unit is going out as well. We will see.
Agree that it makes no sense. It also seems odd that a unit that was supposedly "refurbished" and updated by Subaru (and subsequently positioned by them as "new"when it was installed in my car) could still be linked to any subscription.
Yes! I bought my 2018 Outback in may 2019 and by the end of July the whole screen had cramped out. No radio, bluetooth, back-up camera, navigation. They tell me I'm getting an upgraded unit but it has not arrived yet and it's been 8 business days now
Yes, me too. Started outback one day and the screen was black. It's been two+ months and I am told there is a nationwide backorder.
The latest update? Sirius was ultimately able to disconnect the prior subscription attached to my "new" radio. The "old" radio problems are starting to reoccur, including no phone audio through the speaker system, front speakers going out and the repeated loss of all of my phone contacts and message access. Three weeks since I sent my last message and questions to the dealer and no response.
So after the national Subaru contact person basically told me to suck it up and deal with the infotainment system because I should expect glitches with a system that does so many things, I contacted my Subaru dealer when I had no volume on my radio at all the other day. I also told them of all the issues that I continue to have since I got the latest update in July. Radio #4 is now being ordered and will be installed when it arrives in the shop.
Disgusted with Subaru and we signed up for the class action suit last week. How soon do we get an acknowledgement?
2018 3.6 Limited. Infotainment screen went blank in July. Almost one year after purchase. Took the dealer three hours to tell me that it needed to be replaced. Two months for a replacement. I had made several calls to SOA and the dealer. When it finally came in I had to get SOA involved to get it out in without waiting another week. The girl at the dealer in Cary, NC was no help since it was not her fault that it took two months. Bluetooth connection issues afterward. They kept my car for three days and decided it was my phone that was the issue. Turns out they hadn't made sure that the unit had the most up to date software. I updated and it seems OK now. Not loving Johnson Subaru.
We having issues with ours also. You say there is a class action lawsuit? Recall?? We never got any kind of notice about it! How do you sign up for it?
Google subaru infotainment system and law firm should show up
Subaru replaced my radio last fall - it’s having the same problems now (as of Oct. 2019) I’m dreading calling the dealership because it will be expensiv3 (distance wise) and if I trade my car for another model, I’ll lose a lot of money. What are we going to do? Why isn’t Subaru doing something to address this issue?
My unit went out a little different this time, just no sound, everything else seems to work. Head unit has been replaced twice, so this is the third one to have problems. Outback 2018, first unit went out at 12K miles, second at 21K, this one at 36K.
Preliminary approval for class action suit granted by District Court- see https://chimicles.com/chimicles-schwartz-kriner-donaldson-smith-llp-files-motion-for- preliminary-approval-of-class-action-settlement-valued-at-over-6-25-million-in-subaru- starlink-litigation/
I have a 2018 Subaru Outback Touring. The infotainment unit would go dead while I was driving, the screen went blank or stuck at some state and none of the buttons work. Sometime the unit comes back to life by itself. Other times, it would come back after I had parked the car and turn everything off. Sometime it would not come back at all even after I turn the car off. Took it to the dealer (Brandon Tomes Subaru in McKinney, TX). They disconnected the battery, wait some 30 seconds, reconnect the battery and everything work again. I understood that the infotainment unit got stuck in some place in its firmware programing. Disconnect the battery forces it to start from the beginning and thus it will work for a while until some combination of events and inputs causes it to get stuck again. I use this method to reset it sometime once a week, sometimes several times a week. It was getting tiresome. Sometime, the power windows control to the left of the driver would not work for the other windows, I learned from the service guy at the dealer to operate each of the power windows with the local control switch once and the central control at the driver's left side will work again. A few months ago, probably early summer 2019, Subaru came out with an updated firmware. The dealer called and I brought the car back for them to load the new firmware. The unit has work flawlessly since then.
Ugghhh I just purchased a 2020 Subaru Crosstrek a little over a week ago and I’m having issues with the CarPlay!!!!
@DogWagon2018, I'm a Subaru technician in New England. I have a customer who is adamant that his audio unit has done exactly what yours is doing in that photo you posted. My question for you is, have you had the audio unit replaced or updated since that happened? If so, has it happened again? Is your software version Rel_A126.96.36.199 ?
I have the 2016 Legacy, in 4 years been given 3 replacements and need a 4th head unit again. Dealership is calling the Head quarters. They are supposedly investigating it. That was 3 mos ago, still waiting. my car as about 30,000 on it now. I seem to need a new radio on a yearly bases! Black Screen issues. Sometimes it will come back on after a month or so then goes out again. Just weird. This is also really getting old.
The head unit on my 2018 Subaru Outback Limited 3.6R just went dark. I am not expecting my dealer to be much help, so I will call corporate on Monday. Shame on Subaru for putting out such low quality equipment.
Nice article. All designs are good and very creative.
2018 Outback Touring with similar issues. Wish we had our 2016 Acura TLX, blows the Subaru out of the water with their head unit.
Keep going back to the dealer to have them fix it or give you a new radio. My fourth radio has finally been working well… Knock on wood
Had my second radio replaced at 35,000 miles in Sept 2020. I still don’t think this one is working correctly either but after my 4th visit back to them this last month for various issues related to the “ “radio” , I’ll wait until it does something else to happen....I’m so over taking it in for things like this. Last month they had to replace the entire gear shit mechanism because my lift gate wouldn’t open when in park and running. Apparently it was telling the “computer” that I was in drive even when it showed I was parked and didn’t move....
While I am not shocked that you are having problems with the "radio" info system, I was surprised to hear about the tail gate issue. My 2018 Outback Touring has NEVER opened up when the car is running. I foolishly figured that it was normal and just have turned my car off every time I need to open it. I will now check into this next time I go in. As for the radio, I bought this car 2 years ago July and have had 3 new radios installed, have had numerous resets and fixes done at great inconvenience to me and my family. Subaru is always nice about it now but back in the early days, they weren't so nice and acted like it was an inconvenience to them. There is a problem with the 2018 and Subaru is fully aware of it. My last radio was replaced in the early spring of this year. I have not had major issues yet. Occasionally it drops the internet and that is irritating. I personally have found that when someone calls me with an android phone that there is a need to sort of reset itself before it is working right again. I have an iPhone. It is quirky but I am getting by. But for these glitches, this would be my favorite car. As it is after 5 Subaru purchases, this may be our last one. Thanks for your post.