Subaru of America, Inc.
Attn: Executive Customer Relations / Corporate Leadership
Dear Sir or Madam,
I am formally escalating an unresolved product concern regarding my 2023 Subaru Outback Wilderness, currently with fewer than 40,000 miles.
The vehicle is experiencing melting and deformation of exterior plastic components, specifically the front bumper, grille, and mirror cover. This type of material failure is highly unusual for a vehicle of this age and mileage and raises serious concerns regarding durability and product integrity.
In an effort to resolve this through proper channels, I proactively reached out to Flow Subaru of Winston-Salem and presented the vehicle to their body shop for inspection. During that evaluation, I was informed that they have seen similar melting issues on Subaru vehicles in the past. This acknowledgment suggests the possibility of a broader pattern rather than an isolated defect.
Despite taking these appropriate steps, both Flow Subaru of Winston-Salem and Subaru Customer Advocacy have declined to provide assistance or coverage for the repairs.
I would like to state clearly:
I have owned numerous vehicles across multiple manufacturers, and I have never experienced exterior components “melting” ever let alone within three years of ownership. This is not a cosmetic concern; it is a fundamental question of material quality and long-term reliability.
This was my first Subaru purchase, made with the expectation of durability and brand accountability. If I had been aware that such failures could occur under normal conditions, I would have made a different purchasing decision.
As a professional who works in a customer-focused industry, I understand the importance of standing behind a product and maintaining trust. At present, that trust is being tested.
While I have communicated my dissatisfaction and indicated my willingness to advocate for myself publicly, if necessary, I want to emphasize that my preference is to resolve this matter directly and professionally with Subaru.
Accordingly, I am requesting the following:
- A formal corporate-level review of this case
- An investigation into the reported material failure and whether similar cases exist
- A fair and reasonable resolution, including consideration of repair coverage or goodwill assistance
Please consider this letter a formal request for executive review. I would appreciate a written response within 10 business days of receipt outlining Subaru’s position and proposed next steps.
I remain hopeful that we can resolve this matter promptly so that I may continue to speak positively about the Subaru brand.
Respectfully,
Richard Nance
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