Ascent transmission recall support.

8711 Views 66 Replies 13 Participants Last post by Packard8, 9 mo ago

interloper

Discussion Starter · 9 mo ago (Edited by Moderator)

I have a 2019 ascent that was subject of a recall and subaru replaced the transmission in August 2022 after issuing a recall in December of 2021. That's an extraordinarily long recall process. Subaru of America told me the vehicle was not safe to take on long trips if I was experiencing transmission issues as I described, but the dealer gave the vehicle back to me and said 'It should be okay'. Hardly reassuring. Because of this I did not drive the Ascent and used my second vehicle, and was not offered a loaner. Following the transmission replacement I contacted SOA customer service, and they stated they would pay me up to three months of car payments. I informed them I did not have payments, but did suffer the same loss that those with payments did and they told me they would only give me a service voucher for 24,000 miles or 2 years.

Has anyone else had similar issues, and what was your outcome?

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Jim_in_PA

· #2 · 9 mo ago

interloper said:
That's an extraordinarily long recall process.

Custom tools had to be developed, manufactured and shipped to dealers followed by training on the inspection process, etc. It was certainly a long cycle, but over 600 dealers had to be equipped and trained.

I cannot speak to the business situation you speak about, but personally believe you should have been provided with a loaner while your vehicle was out of service and waiting for the replacement transmission given yours was in the small percentage of those that showed damage via the inspection.

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packout

· #3 · 9 mo ago

Jim_in_PA said:
Custom tools had to be developed, manufactured and shipped to dealers followed by training on the inspection process, etc. It was certainly a long cycle, but over 600 dealers had to be equipped and trained.

I cannot speak to the business situation you speak about, but personally believe you should have been provided with a loaner while your vehicle was out of service and waiting for the replacement transmission given yours was in the small percentage of those that showed damage via the inspection.

I was provided a loaner each and every time any service was performed on my vehicle that I was not going to sit and wait at the dealership.

interloper

Discussion Starter · #4 · 9 mo ago

I think we all agree that a loaner should have been provided.

I am also trying to determine if financial compensation was made to any owners since their vehicles were down for up to 8 months- this was an extraordinarily long duration for a recall, and some type of financial compensation should be offered beyond 2 years of service - not even an extended warranty- but I'd appreciate feedback from others.

packout

· #5 · 9 mo ago

interloper said:
I think we all agree that a loaner should have been provided.

I am also trying to determine if financial compensation was made to any owners since their vehicles were down for up to 8 months- this was an extraordinarily long duration for a recall, and some type of financial compensation should be offered beyond 2 years of service - not even an extended warranty- but I'd appreciate feedback from others.

I did not have to go through this experience as you did. If SOA advised you to NOT drive the vehicle and you have documentation of that, then I think they owe you compensation for loss of use. The same concept applies when you damage a rental car. they get you for the actual damage and loss of use. These are sound legal principles.

How to calculate that loss of use is another matter. Here is one starting point for that calculation. Your case is a bit trickier as it impacted only long trips. If you can document that you had planned a long trip during that period or typically would go on a long trip during that time, you could have a claim of loss of use. If the long trip scenario has no documentation then I think your claim has significantly less merit and you would be wise to accept their service give away. Alternatively, you could calculate what your monthly loan payment might have been and request that amount. I doubt they would go for it as they really want to see an actual outlay of dollars.

the bottom line comes down to what you can legitimately document. Being PO doesn't count for much.

I got my CVT replaced but I had not been experiencing symptoms so I had no driving limitations. IMO, the time to have addressed this is when you were told opposing directives by the dealer and SOA. It would have been easier at that time. Now it is more complicated.

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Jim_in_PA

· #6 · 9 mo ago

interloper said:
I am also trying to determine if financial compensation was made to any owners since their vehicles were down for up to 8 months-

I'm not really understanding this statement...nobody was "down" for up to 8 months. Folks who had identifiable transmission issues got them replaced as a normal warranty procedure regardless of the prep time for the recall actions to start. Folks were not generally told to park their Ascents while they waited for the recall action to begin. It sounds like you had an actual issue and your dealer didn't "find" it. IMHO, that's where something was amiss in your situation.

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interloper

Discussion Starter · #7 · 9 mo ago

My Ascent had several rpm issues and would rev up going up hill.
SOA told me on my initial call in Jan 2022 that my vehicle was 'not safe for long trips.' I routinely travel between states approximately 1800 miles, which is why I initially purchased the vehicle. Given that guidance from SOA I took the vehicle to the dealer who said 'It should be safe.' which was not comforting. They did not give me a loaner vehicle.

Given this and the fact that the recall is about a defect that could cause serious injury or death I elected not to travel interstate in the Ascent and it sat in my driveway.

Since the vehicle as declared by SOA as unsafe to travel in and the dealer said 'It should be safe.' I believe that is deadlined, down, or whatever term you would like that equates to inoperable for it's intended purpose.

8 months is an exceptionally long recall process- and SOA and the dealer stated the duration of the recall was far longer than they normally are.

SOA offered me modest compensation, then retracted the offer because my vehicle is paid for and I don't have payments. There have been a number of customer service issues, which is why I was trying to see what others have done.

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packout

· #8 · 9 mo ago

interloper said:
My Ascent had several rpm issues and would rev up going up hill.
SOA told me on my initial call in Jan 2022 that my vehicle was 'not safe for long trips.' I routinely travel between states approximately 1800 miles, which is why I initially purchased the vehicle. Given that guidance from SOA I took the vehicle to the dealer who said 'It should be safe.' which was not comforting. They did not give me a loaner vehicle.

Given this and the fact that the recall is about a defect that could cause serious injury or death I elected not to travel interstate in the Ascent and it sat in my driveway.

Since the vehicle as declared by SOA as unsafe to travel in and the dealer said 'It should be safe.' I believe that is deadlined, down, or whatever term you would like that equates to inoperable for it's intended purpose.

8 months is an exceptionally long recall process- and SOA and the dealer stated the duration of the recall was far longer than they normally are.

SOA offered me modest compensation, then retracted the offer because my vehicle is paid for and I don't have payments. There have been a number of customer service issues, which is why I was trying to see what others have done.

Jim brings valid issus. The recall is not really at play. SOA always took the position that if a cvt had problems that could be readily identified as such it warranted repair under warranty. As with any symptom, the task for the owner is to sufficiently document the symptom and manage the communication with the warrantor. In this case it is SOA. If SOA accepted that the vehicle needed repair under warranty, what was SOA's reason for not completing the repair/replacement. Your saying SOA accepted there was a problem. There was no reason to wait for anything, based on your statements.

Thereust be more to this story. I would fall back to written documentation from the SOA case file and what they emsiled you.

I would never just sit back and not drive my vehicle and not get the warranty repair.

The solution was already available for the warranty repair. Others had their cvt replaced prior to the recall implementation. Based on what you represent the recall process was irrelivent.

interloper

Discussion Starter · #9 · 9 mo ago

Sorry, but there isn't an issue if there isn't a recall.
As I've previously stated, SOA rep told me the vehicle wasn't safe for long distance travel. SOA didn't have a fix for 8 months, so they left who knows how many drivers as I was- being told by the dealer 'it should be safe'. You are mistaken, I did not wait to have it addressed or repaired, and was in fact one of the first recalled Ascents to the dealer - who didn't call me to tell me the recall repair was available and I was left to find out by another call to SOA.
SOA records their calls and all of this is a matter of record.
SOA and the dealer both stated I had to wait for the recall.
Again this is a matter of record, and I'm happy that apparently I'm the only one who went through this regrettable process.
Things that have been amiss in my process are:
SOA and the dealer not having a cohesive process to resolve the recall for 8 months.
SOA and the dealer not having loaners or rental vouchers be a standard.
SOA should have a set compensation available for owners who were unable to use their vehicles for the intended purposes for 8 months.
This is my third Subie and my family has owned many over the years. This recall with so many issues had left me questioning if I will look at Subaru again- and I really like the Ascent when it runs.

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packout

· #10 · 9 mo ago (Edited)

interloper said:
Sorry, but there isn't an issue if there isn't a recall.
As I've previously stated, SOA rep told me the vehicle wasn't safe for long distance travel. SOA didn't have a fix for 8 months, so they left who knows how many drivers as I was- being told by the dealer 'it should be safe'. You are mistaken, I did not wait to have it addressed or repaired, and was in fact one of the first recalled Ascents to the dealer - who didn't call me to tell me the recall repair was available and I was left to find out by another call to SOA.
SOA records their calls and all of this is a matter of record.
SOA and the dealer both stated I had to wait for the recall.
Again this is a matter of record, and I'm happy that apparently I'm the only one who went through this regrettable process.
Things that have been amiss in my process are:
SOA and the dealer not having a cohesive process to resolve the recall for 8 months.
SOA and the dealer not having loaners or rental vouchers be a standard.
SOA should have a set compensation available for owners who were unable to use their vehicles for the intended purposes for 8 months.
This is my third Subie and my family has owned many over the years. This recall with so many issues had left me questioning if I will look at Subaru again- and I really like the Ascent when it runs.

"Sorry, but there isn't an issue if there isn't a recall."

Of course there is an issue. Owners had their cvt replaced having nothing to do with the symptoms of this recall.

You neglect to recognize that as an owner you have a role, an important one in this process, that you failed to fully understand and leverage.

You only need to read the forum to see that other owners were able to get their CVT replaced well before the specialized equipment and training came to the dealers. Owners effectively advocating for themselves is important whether involving Subaru or GM. IMO you simply did not step up in an effective way.

Either your CVT was functioning as designed or not. If SOA accepted that it was not functioning properly as designed they had already stipulated they would replace them immediately. You relied on the recall process instead of what was truly relevant according to your own symptom statements.

Go ahead and post the SOA acknowledgement that the CVT is not functioning as designed and they refuse to repair it other than through the recall process and not under a general warranty clause.

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Robert.Mauro

· #11 · 9 mo ago

interloper said:
Sorry, but there isn't an issue if there isn't a recall.
As I've previously stated, SOA rep told me the vehicle wasn't safe for long distance travel. SOA didn't have a fix for 8 months, so they left who knows how many drivers as I was- being told by the dealer 'it should be safe'. You are mistaken, I did not wait to have it addressed or repaired, and was in fact one of the first recalled Ascents to the dealer - who didn't call me to tell me the recall repair was available and I was left to find out by another call to SOA.
SOA records their calls and all of this is a matter of record.
SOA and the dealer both stated I had to wait for the recall.
Again this is a matter of record, and I'm happy that apparently I'm the only one who went through this regrettable process.
Things that have been amiss in my process are:
SOA and the dealer not having a cohesive process to resolve the recall for 8 months.
SOA and the dealer not having loaners or rental vouchers be a standard.
SOA should have a set compensation available for owners who were unable to use their vehicles for the intended purposes for 8 months.
This is my third Subie and my family has owned many over the years. This recall with so many issues had left me questioning if I will look at Subaru again- and I really like the Ascent when it runs.

Subaru has been authorizing immediate CVT replacement orders for failing or failed CVT's. I am utterly baffled by what you went through. Subaru has been authorizing loaner cars when customers with failed CVTs are out of their cars during the repair (and rentals when loaner cars are not available). Subaru of America (not the dealership(s)), to date, has not refused to repair or replace any failed CVT.

Do you have a case number? Do you have names of who you spoke to? What symptoms were you experiencing that made anyone deem it wasn't safe to drive?

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packout

· #12 · 9 mo ago

Robert.Mauro said:
Subaru has been authorizing immediate CVT replacement orders for failing or failed CVT's. I am utterly baffled by what you went through. Subaru has been authorizing loaner cars when customers with failed CVTs are out of their cars during the repair (and rentals when loaner cars are not available). Subaru of America (not the dealership(s)), to date, has not refused to repair or replace any failed CVT.

Do you have a case number? Do you have names of who you spoke to? What symptoms were you experiencing that made anyone deem it wasn't safe to drive?

I am as baffled by this as you are. I seriously question the veracity of the narrative. As you know there have been very few problems with the CVT itself. Basically one offs. The issues with the Ascents have been tangential to the CVT itself and Subaru has consistently stepped up without hesitation to take care of owners under the basic warranty. CVT have been replaced under warranty outside of any recalls.

Subaru has never forced a customer to wait for the recall process if there were CVT symptoms interfering with the normal operation of the vehicle or the CVT was not operating within its normal functional range. This is why I called for documentation on this.

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Packard8

· #13 · 9 mo ago

Robert.Mauro said:
Subaru has been authorizing immediate CVT replacement orders for failing or failed CVT's. I am utterly baffled by what you went through. Subaru has been authorizing loaner cars when customers with failed CVTs are out of their cars during the repair (and rentals when loaner cars are not available). Subaru of America (not the dealership(s)), to date, has not refused to repair or replace any failed CVT.

Do you have a case number? Do you have names of who you spoke to? What symptoms were you experiencing that made anyone deem it wasn't safe to drive?

Strange indeed. If someone at SoA stated "Don't take it on long trips", they are stating that it is unsafe to operate, and the issue should have been taken care of at that time, not at a future recall inspection.

interloper

Discussion Starter · #14 · 9 mo ago (Edited by Moderator)

packout said:
"Sorry, but there isn't an issue if there isn't a recall."

Of course there is an issue. Owners had their cvt replaced having nothing to do with the symptoms of this recall.

1.

You neglect to recognize that as an owner you have a role, an important one in this process, that you failed to fully understand and leverage.

2.

You only need to read the forum to see that other owners were able to get their CVT replaced well before the specialized equipment and training came to the dealers. Owners effectively advocating for themselves is important whether involving Subaru or GM. IMO you simply did not step up in an effective way.

Either your CVT was functioning as designed or not. If SOA accepted that it was not functioning properly as designed they had already stipulated they would replace them immediately. You relied on the recall process instead of what was truly relevant according to your own symptom statements.

3.

Go ahead and post the SOA acknowledgement that the CVT is not functioning as designed and they refuse to repair it other than through the recall process and not under a general warranty clause.

1. You appear to be desperate to engage in a meaningless debate of semantics.

2. You don't have the slightest idea of what I have or have not done with regard to this process, and IMO it would be in your best interest to stop making wildly inaccurate assumptions- it isn't helping anything.

3. Again, you simply do not have any idea of what you are commenting on. I have a case with SOA, and have been actively advocating for the prompt repair of my Ascent.

Quote edited to provide easier clarification of response to quoted Member - Administrator

interloper

Discussion Starter · #15 · 9 mo ago

Robert.Mauro said:
Subaru has been authorizing immediate CVT replacement orders for failing or failed CVT's. I am utterly baffled by what you went through. Subaru has been authorizing loaner cars when customers with failed CVTs are out of their cars during the repair (and rentals when loaner cars are not available). Subaru of America (not the dealership(s)), to date, has not refused to repair or replace any failed CVT.

Do you have a case number? Do you have names of who you spoke to? What symptoms were you experiencing that made anyone deem it wasn't safe to drive?

Yes- SOA authorized replacement- but according to my dealer and SOA they did not have the testing equipment to determine if the CVT has been slipping until late July-

I have a case number, some phone records, and emails. As I stated, the rep from SOA stated that because of the recall and the fact that my Ascent was revving going up hills at a slow speed, it was not in their words safe for long distance travel.

Possibly the reason I did not get a loaner car is because my CVT had not 'failed', and the local dealership stated 'it should be okay.' and did let me have a loaner.

I understand this is extrodinary. I understand that there are supply chain issues. That said SOA should be offering some type of compensation for people who were unable to use their vehicles for 8 months.

interloper

Discussion Starter · #16 · 9 mo ago

Packard8 said:
Strange indeed. If someone at SoA stated "Don't take it on long trips", they are stating that it is unsafe to operate, and the issue should have been taken care of at that time, not at a future recall inspection.

Yes- I advised the dealer that SOA had told me this, and they took it for a test drive and said 'It should be okay.'

interloper

Discussion Starter · #17 · 9 mo ago (Edited)

packout said:
I am as baffled by this as you are. I seriously question the veracity of the narrative. As you know there have been very few problems with the CVT itself. Basically one offs. The issues with the Ascents have been tangential to the CVT itself and Subaru has consistently stepped up without hesitation to take care of owners under the basic warranty. CVT have been replaced under warranty outside of any recalls.

Subaru has never forced a customer to wait for the recall process if there were CVT symptoms interfering with the normal operation of the vehicle or the CVT was not operating within its normal functional range. This is why I called for documentation on this.

"I seriously question the veracity of the narrative."

You have made numerous inaccurate assumptions, and now are calling me a liar? I would suggest you don't possess the intellect to be capable of assisting in moving this or any other matter forward- please discontinue responding to this thread.

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Robert.Mauro

· #18 · 9 mo ago (Edited)

interloper said:
Yes- SOA authorized replacement- but according to my dealer and SOA they did not have the testing equipment to determine if the CVT has been slipping until late July-

That makes no sense. Subaru NEVER authorizes a CVT replacement, EXCEPT for a car repair to be performed for a damaged CVT that is to be replaced. Are you sure your dealer and SoA said that?

interloper

Discussion Starter · #19 · 9 mo ago

Robert.Mauro said:
That makes no sense. Subaru NEVER authorizes a replacement, EXCEPT for a repair to be performed. Are you sure your dealer and SoA said that?

I should have transcribed all of the phone calls. Let me correct my previous comment- SOA did not authorize a replacement. I was attempting to state that based on my experience with the Ascent revving up going up hill slowly and SOA reps statement they were going to repair it (if needed- and my CVT had been slipping once they were able to run the diagnostic).

All of this doesn't answer my question however, which is have Ascent owners been eligible for compensation (or buyback) for the extraordinarily long time the recall went on - in my case without a loaner, as well as the vehicle being subjected to need a new CVT... not to mention the white smoke issue that the dealer service manager said they are working on resolving... I'm simply trying to find out if others have been compensated, and for what?

Thanks for any assistance that can be offered.

Robert.Mauro

· #20 · 9 mo ago

interloper said:
I was attempting to state that based on my experience with the Ascent revving up going up hill slowly and SOA reps statement they were going to repair it (if needed- and my CVT had been slipping once they were able to run the diagnostic).

Dealerships are NOT allowed to repair TR690's. No one at Subaru would ever have told you the TR690 would be repaired for a fault inside the main unit. It's strictly replacement for anything in the main part of the unit (which is pretty much the whole CVT, including the chain and variators and chain guides).

interloper said:
All of this doesn't answer my question however, which is have Ascent owners been eligible for compensation (or buyback) for the extraordinarily long time the recall went on

I don't understand why they'd be eligible for anything, with a working and safe car to drive?

interloper said:
in my case without a loaner

Again, you are the only person I am aware of that has a failing or failed CVT (assuming that's what happened, per your posts) that did NOT get a loaner or rental reimbursement. My friends and I run this forum, and other friends of mine and I run the largest Ascent Facebook group. I see a ridiculous number of posts (and am involved in a similarly ridiculous amount of discussions) from around 20,000 members. I have NEVER heard of this happening, as you're describing it, before.

Anyway, I was hoping to gain a better understanding of this so I could hopefully provide you some guidance, but, instead, things are making less sense to me.

Good luck.

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