Service Program - Engine Cooling System Conditioner

Discussion in 'General Motoring' started by RankAndFile, Mar 4, 2004.

  1. RankAndFile

    RankAndFile Guest

    Did anybody receive this letter yet? Or is this old news to some of you?


    Service Program WWP-99
    February 2004
    Dear Subaru Owner:
    This email is sent to you in the interest of continued customer
    satisfaction. Subaru of America recently announced a campaign on certain
    model year vehicles starting in 1999 through 2002. Official Owner
    Notification Letters will be mailed to all affected customers starting in
    late February through May of 2004. The timing of the mailings is based on
    the vehicle model year, starting with oldest affected model year in February
    through the newest affected model years in May. The following text is
    similar to that contained in the Official Owner Notification Letter that
    will be sent to you during the mailing phase affecting your vehicle.
    Therefore, this email is most likely arriving before most owners will
    receive their official Owner Notification Letter in the mail. Please do not
    schedule your vehicle for an appointment for this campaign until after you
    have received your Official Owner Notification Letter, unless you are
    experiencing vehicle problems. You can contact your local Subaru dealer for
    any questions related to this or e-mail us at, contact us.

    As a precautionary measure, SUBARU OF AMERICA, INC. is recommending that a
    special conditioner be added to the engine cooling system of certain 1999
    through 2002 model year Subaru vehicles equipped with 2.5 liter engines.
    This recommendation, which applies to your Subaru vehicle, is made to
    prevent a possible external coolant leak at your vehicle's engine cylinder
    head gaskets.

    Once you receive your official Owner Notification Letter in the mail, you
    should contact your Subaru Dealer as soon as possible for an appointment to
    have the Subaru Cooling System Conditioner added at no cost to you. The
    approximate time to perform this operation is 15 minutes. However, it may be
    necessary to leave your vehicle the full day of your scheduled appointment
    to allow your dealer flexibility in scheduling. Please present the official
    notification letter to your Subaru Dealer at the time this repair procedure
    is performed.

    Your vehicle's engine cooling system contains liquid coolant/anti-freeze.
    Over time, it is possible for small external coolant leaks to develop at the
    engine cylinder head gaskets. This is the result of normal expansion and
    contraction of engine components caused by the heating and cooling of these
    parts. To prevent coolant leaks from developing or to correct existing leaks
    at the head gaskets, a special Subaru Cooling System Conditioner should be
    added to your vehicle's cooling system.

    In the future, it will be necessary to add Genuine Subaru Cooling System
    Conditioner to your vehicle's cooling system whenever the engine coolant is
    replaced. The recommended service interval for coolant replacement can be
    found in your Warranty and Maintenance Booklet under the heading "Schedule
    of Inspection and Maintenance Services". As a reminder, with the official
    owner notification mailing, we will include an update page that should be
    added to your Owner's Manual and Warranty and Maintenance Booklet. We ask
    you to keep in mind that replacement of fluids (including Subaru Cooling
    System Conditioner) during inspection and maintenance services is not
    covered under warranty.

    Once you receive your notification letter, you should have this Service
    Program repair performed promptly. If so, Subaru will extend coverage under
    the Subaru Limited Warranty on your vehicle for cylinder head gasket
    external coolant leaks to a period of 8 years or 100,000 miles, whichever
    occurs first. Warranty coverage begins on the date the vehicle was delivered
    to the first retail purchaser. If the vehicle was used as a demonstrator or
    company vehicle before being sold at retail, warranty coverage begins on the
    date the vehicle was first placed in such service. As a further condition
    for this extended warranty coverage to apply, you must have Genuine Subaru
    Cooling System Conditioner added to your vehicle at any subsequent cooling
    system services at the interval specified in the Warranty and Maintenance
    Booklet under the heading "Schedule of Inspection and Maintenance Services".
    Resulting damage caused by a lack of maintenance or low coolant level will
    not be covered.

    If you have moved or sold your vehicle, please reply to this message with
    your Vehicle Identification Number and your updated information.

    In the event that you have already paid an authorized Subaru Dealer for
    repairs to remedy an external coolant leak in an engine cylinder head gasket
    at less than 100,000 miles and your Subaru's cooling system has been
    properly maintained, you may be entitled to reimbursement for the head
    gasket replacement costs. Any reimbursement by Subaru will be based on our
    suggested retail parts pricing and suggested labor time multiplied by the
    dealer's hourly labor rate at the time of repair. Because Subaru Dealers are
    independently owned and operated, Subaru of America has no control over the
    actual charges. The actual repair cost may be higher or lower than the rate
    used by Subaru of America to calculate reimbursement. If lower,
    reimbursement will be limited to the amount you actually paid. Please send
    the ORIGINAL service repair order, which has complete information including
    the name of the repair facility, date of repair, mileage at the time of
    repair, complete vehicle identification number (17 digits), and your name,
    with correct mailing address and telephone number to the address listed

    Subaru of America, Inc.
    Customer Dealer Service Department
    Attention: Service Program WWP-99
    P.O. Box 6000
    Cherry Hill, NJ 08034-6000

    Please send original receipts only and retain a photocopy for your records.
    Please be assured that we will attempt to process your reimbursement request
    as quickly as possible, but may take up to 120 days for this process to be

    Should you have any questions regarding this customer service program,
    please contact your nearest Subaru Dealer. To locate the nearest Subaru
    Dealer you can access our Website at and select "Find a
    Dealer". Or, you may call us at 1-800-SUBARU3 (1-800-782-2783) during normal
    business hours for assistance. Please call us immediately if the dealer
    fails or is unable to make the necessary repairs free of charge or write to
    the address listed in this email.

    Again, this email is possibly being sent before you will receive your
    official owner notification. Therefore, we would appreciate it if you would
    wait until that time to have the service campaign completed. Your continued
    satisfaction with your Subaru is important to us. Please understand that we
    have taken this action in the interest of your vehicle's proper operation
    and we have staged the owner letters in phases so that Subaru dealers can
    perform this service within a reasonable time frame. We sincerely apologize
    for any inconvenience this matter may cause you.


    RankAndFile, Mar 4, 2004
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  2. RankAndFile

    Kurt C. Hack Guest

    I haven't received it yet, but it sounds like great news!

    Kurt C. Hack, Mar 4, 2004
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  3. RankAndFile

    Shrek Guest

    I got it yesterday while my car was in the shop for its 60K checkup. Turns out
    the conditioner is a $1.50 part which was deducted from my bill.
    Shrek, Mar 4, 2004
  4. I had the front gasket leak on my 2000 Legacy GT Sedan. Fortunately the
    dealership took care of it in October under waranty. I'll share these wise
    words from a mechanic I met in Greencastle, Indiana:

    "When was the last time that a chemical in a bottle FIXED a problem in a
    car, it might delay the inevitable, but at best, it's a work around."
    Joaquin J. Rosario, Mar 5, 2004
  5. RankAndFile

    ChrisP Guest

    Hear Hear! -- let's call a spade a spade. Truer words have never been
    spoken -- and all those other old adages.

    As for the other poor fella who is so happy that his Sube (the
    unaffectionate term here, rhymes with Rube) is getting a new head; either as
    a result of or direct cause of, a bad head gasket -- Who are you kidding....

    Not me.

    ChrisP, Mar 5, 2004
  6. RankAndFile

    jeff Guest

    Actually my glee was about not having to pay for any of the repair at 97k miles.

    jeff, Mar 5, 2004
  7. RankAndFile

    Kurt C. Hack Guest

    While the magic elixir may not do anything, the extension of the
    warranty to 8 years 100k miles for a known point of failure is good news
    to me.

    Kurt C. Hack, Mar 5, 2004
  8. RankAndFile

    BoB Guest

    I have not received the letter but I checked my account at
    and there was a prominent notice that my vehicle needs the additive and
    to visit my dealer ASAP. No leak is apparent but I'm only at 15k.

    '02 ForesterS

    BoB, Mar 6, 2004
  9. RankAndFile

    Edward Hayes Guest

    Just received mine Friday for my 2000 Forester. I read that the letters will
    go out in a sequence starting with earliest vin numbers first. Ed Hayes
    Edward Hayes, Mar 6, 2004
  10. RankAndFile

    webguy Guest

    I just launched a website dedicated to
    gathering and presenting information on the head gasket and coolant leaks
    in the 1999 - 2002 Subaru’s. We’re looking for people to tell us about
    their problems with the 2.5 L engines and gaskets and whether they
    continue to experience problems after the conditioner 'fix'.
    webguy, Jan 19, 2005
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