So my 6 month old WRX decided last night that it wasn't going to start. Although the lights, security system, and radio were all working fine, the car simply made a lot of noise when turning the key, leading me to suspect that the battery wasn't the problem. Luckily, the car was sitting in my parents' garage, as I'd spent the Christmas weekend with them, and the car was well within warranty, having 10k miles on the odometer.

So, at 9AM I phoned Subaru Roadside Assistance. The line was busy :huh: and I had to redial about 10 times to get through. After being put on hold for a while, a rep from the Roadside Assistance service spoke to me and inquired what the problem was. I told her the car wasn't starting but all the electrical stuff worked fine, and told her that it probably wasn't the battery, and that I needed to get the car to a dealer. She said someone would be out shortly.

So, at 12:30 a guy pulls up, in a VAN :mad: and no tow truck. He pulls out a battery charger, hooks it up, and surprise, the car doesn't start. "Guess you'll be needing a tow" he said. Wow, I figured that out 3 hrs ago. I'm then informed by the guy that I have to call Subaru Roadside Assistance again to make ANOTHER request for a tow. At this point, I'm starting to get annoyed, but call up Roadside Assistance (again getting about 10 busy signals before getting through), who then inform me that "because of the severe weather conditions in the Northeast" a tow would take awhile. Of course, the truly horrific 0.8 inches of snow that accumulated overnight was already mostly melted at this time, but whatever.

So I'm sitting at home waiting for the tow, with an ETA of THREE HOURS for the tow, according to the Roadside Assistance people. Three and a half hours goes by, no tow truck. I have no desire to leave my car in a dealership lot overnight for service, which was what was clearly going to occur at this point if they did show up. I called up the Roadside Assistance service, and explained the situation again. The rep then informed me, "Well, we can't get through to the tow company, because no one is picking up the phone. If you want, we can give you the number of the tow company and you can call them yourself".

At this point I'm livid, and call up SOA to complain about the situation. The SOA rep (Petra) was basically useless. She actually said straight out, "We have no control over the Roadside Assistance service." which prompted me to remark that since SOA was presumably paying the Roadside Assistance to provide service, they should have a great deal of control, to which she had no answer. Her favorite phrase seemed to be, "What do you want me to do?". Hmm, I thought I was pretty clear, I want the tow I asked for 6 hours ago! :confused: :mad:

So, she offers to conference call the Roadside Assistance service with me. This time, the rep at Roadside Assistance says "well, our records show that no one was at the house when the tow arrived". I almost start screaming into the phone at this point, as I hadn't left the house at any point during the day and had left the garage door open where my WRX was sitting all day. The then offer to call another tow company, for which the ETA will be in ANOTHER 3 HOURS.

It's about 4:30 at this point, and I ask if I can simply schedule a tow for first thing in the morning. "Sorry, you have to call back in the morning, it's our policy." At this point, defeated, I hang up the phone.

I hope this experience was atypical. Anyone else have a similar story?

Cliff's notes: My new car doesn't start. Waited all day for Subaru Roadside Assistance for a tow, which doesn't show up at all. Wasted entire day. No one accepting responsibility.

Its all part of the SUBARU brand moving towards the "premium" market.

Sorry to hear about your experience. I also wonder what's wrong with your car?

....dad took it out and blew it up while everybody was sleeping....;)

That's funny, my 04 wagon also made a lot of VERY unusual noise before it decided to start this evening. I though the battery was going dead, but then it started like nothing happened. It wasn't even that cold out. At least now I know whom NOT to call. Sorry to hear what you had to go through. Hope your car's OK. keep us posted.

That sucks man, srry to hear it.

I used them a year or two back (when PS lines blew off at home) and they had a flat bed there pretty promptly.

The crew you got didn't sound so bright.

When you tried to start it up, would it make a constant and rapid "click click click click" noise? If so, it could be the battery, but like you said, it wasn't. When my battery died it made a "click click click" noise. Good luck on solving the problem. If you find out what it is, tell us please.

SOA calls a local tow company and has them tow you to the nearest dealer. Don't blame SOA (Or Petra ,she is a very good lady) blame the 900 other people that needed tows that day.Blame the tow company for being idiots and not sending out a tow truck as requested,but don't blame SOA for something that they have no control over. The two times I called SOA roadside I had no problems,and even had follow up calls within an hour to make sure everything went okay.

Update...

So I called Roadside Assistance again at about 8 in the morning. The tow showed up at 9:15, excellent compared to yesterday. So the driver tries to start the engine a few times, of course not succeeding (I'd been trying daily since Sunday). He loads the car up on the flatbed and we proceed to Metric Subaru in Huntington, arriving a little before 10 o'clock. An older gentleman there informs me that "We won't get to your car until at least 2 o'clock". I acquiesce and opt to wait. 1 hour later the car is rolled into the service bay.

Of course, at this point the car decides to start right up. :mad: :lol:

So, the tech drives the car back outside, and the older gentleman informs me that because they couldn't duplicate the problem there was nothing left to do. I replied that I understood, but did they test anything, or even check the engine computer before sending the car out? No, said he, because it's not policy. I asked if he thought it was normal for a 6 month old car with a fully charged battery to not start for three days, to which he replied in the negative.

He actually documented, "Offered to customer to leave car overnight so we can try car after it sat outside in cold to try and duplicate customer's complaint. Customer declined." on the service invoice. Nice to see that Metric Subaru uses only the most advanced methods to diagnose engine problems.

I'm not sure what to think at this point. I love my WRX but am very disappointed in the support offered by SOA when things go wrong. While I'd love to recommend any of Subaru's cars to family and friends my entire experience makes me now hesitate.

If you want your car to be fixed, you have to allow them to have it for a day or two, or even more if necessary. Just insist, rightfully so, that they get you a free loaner car. But how do you expect them to properly diagnose something when you refuse to be away from your car for any length of time?

I agree, you were getting the shaft the first day by the tow company and SOA (ultimately SOA is responsible for the companies they work with to provide roadside assistance). But they can't fix the car without having access to the car.

If you want your car to be fixed, you have to allow them to have it for a day or two, or even more if necessary. Just insist, rightfully so, that they get you a free loaner car. But how do you expect them to properly diagnose something when you refuse to be away from your car for any length of time?

Metric Subaru doesn't give loaner cars, or at least I've never been offered one on the unlucky occasions I've ended up there for service.

They weren't asking to keep the car for a day for service, they wanted to let the car sit overnight in the lot while doing nothing, as I mentioned in my prior post. They could have started working on it right then and there but refused to do so.

...they wanted to let the car sit overnight in the lot while doing nothing...
So in other words, they were trying to duplicate the conditions in which it failed before. That seems reasonable.

Best of luck though! I hear stories like this and just hope I don't have similar issues, especially since I just passed 36,000 miles. :mad: I need to drive less...

They could have started working on it right then and there but refused to do so.

Right...they should have starting working on your car right away! I mean, they obviously weren't busy with their other, regular customers. :lol: Yeah, most garage's are hardly busy during the winter (especially after a snow storm, and a holiday weekend! :p :lol: :eek:

It sucks that your car died, but give it up if you want it fixed. Trust me, Metric wants to service your car (and make $$$), but they have to service their other customers first (especially the ones willing to leave their vehicle!!).


-good luck

Right...they should have starting working on your car right away! I mean, they obviously weren't busy with their other, regular customers. :lol: Yeah, most garage's are hardly busy during the winter (especially after a snow storm, and a holiday weekend! :p :lol: :eek:

It sucks that your car died, but give it up if you want it fixed. Trust me, Metric wants to service your car (and make $$$), but they have to service their other customers first (especially the ones willing to leave their vehicle!!).


-good luck

Are you suggesting that warranty service should take a back seat to other customers?
If so, I hope your Subaru never dies while under warranty. Or, if it does, you don't mind while the dealership does a few $600 tune-ups while you wait because you aren't as "important" to them.

And just in case I was unclear, let me reiterate: the service tech actually had my car in the service bay and was going to work on it. That means they decided that they had enough time to start work. When work is started, it's not unreasonable to expect it to be finished, and not put aside until later because it's more convenient for the garage. My disagreement with the situation was that the work simply wasn't finished; i.e. rather than finding out why a 6 month old car refused to start for three days, they took it out, basically said "we can't find the problem even though we really didn't look for one." and expected me to be happy about it.

I'm unclear why some of you think that my expectation of better service is unreasonable. Thank you to those who support me.

Are you suggesting that warranty service should take a back seat to other customers?
Only those customers who where there first - possibly with their own warranty work (not that it matters - non-warranty work is just as important).

My point is that I think they were trying to duplicate the conditions - let it sit overnight, and see if the problem can be seen in the morning. If they can't duplicate the problem whatsoever, if the car starts right up with no problems, they don't have much to go on - especially with no CELs.

And I don't think anyone's against you - we feel for you, cause that would suck to have a new car start crapping out like that, but at the same time you have to allow them to fix it. That's all I'm saying. (and don't worry, I'm done lecturing...I know it's easy to talk when it's not your car)

Good luck!

Are you suggesting that warranty service should take a back seat to other customers?

The way I see it is first come first serve...

Anyway, leave your car with them and ask them to get you in contact with a local rental company. Your SOA warranty should cover, I believe up to 3 days of rental car charges while your vehicle is in for warranty repair. I've been given a rental under warranty before.

Good luck :)

The way I see it is first come first serve...

Anyway, leave your car with them and ask them to get you in contact with a local rental company. Your SOA warranty should cover, I believe up to 3 days of rental car charges while your vehicle is in for warranty repair. I've been given a rental under warranty before.

Good luck :)


If no problem is found it likely won't. He would likely be responsible for the diagnostic time they spent on it and the rental.

If no problem is found it likely won't. He would likely be responsible for the diagnostic time they spent on it and the rental.
That's true. Most times they'll make you sign a waiver agreeing that all charges are your responsibility if no problem is found.

Just to add a funny story of my own. I left my interior lights on all night, and killed my battery last night. Called SOA for a jump, and the guy answering the phone asked for my model # (05 WRX) and then said 'thats front wheel drive, right?' I was floored. I mean, really.....

Not to muddy the water any more, but if you feel strongly enough about an issue to post here, you should definitely stand your ground at the dealer when they have your car in hand. There is a reason service departments have managers (customer issues), and there is a reason they have policies (absurd customer issues).

That being said, if you feel you are being treated unfairly, it is your right to thank the person helping you (not scream at them), and ask to speak to their supervisor, etc, until you get someone who will help/listen. I have seen loaners given out to people who shouldn't even be allowed back at the dealer, let alone entertained with their shenannigans.

It probably doesn't help that the average wrx/sti driver is younger and possibly new to approaching a tough dealer/service situation with a level head.

It is amazing what can be accomplished when you get to the person who doesn't want the situation to go to the next level. These people know how important customer satisfaction scores are, sometimes they just forget. They usually remember when you seem reasonable, determined, and calm.

forget the dealer, next time just call up someone on the board to come help you.

Not to muddy the water any more, but if you feel strongly enough about an issue to post here, you should definitely stand your ground at the dealer when they have your car in hand. There is a reason service departments have managers (customer issues), and there is a reason they have policies (absurd customer issues).

That being said, if you feel you are being treated unfairly, it is your right to thank the person helping you (not scream at them), and ask to speak to their supervisor, etc, until you get someone who will help/listen. I have seen loaners given out to people who shouldn't even be allowed back at the dealer, let alone entertained with their shenannigans.

It probably doesn't help that the average wrx/sti driver is younger and possibly new to approaching a tough dealer/service situation with a level head.

It is amazing what can be accomplished when you get to the person who doesn't want the situation to go to the next level. These people know how important customer satisfaction scores are, sometimes they just forget. They usually remember when you seem reasonable, determined, and calm.

I agree. Though it can be sort of fun to deal with someone who appears indifferent about you and your situation, and then see how differently SOA feels about it when that manager no longer works at the dealership :D.

If no problem is found it likely won't. He would likely be responsible for the diagnostic time they spent on it and the rental.


If your car is still under 3/36 warranty and they have no reason to "deny" you warranty coverage (no problem found is not a denial), they cannot charge your for diagnostic or the rental. Subaru will cover both these expenses.

i go with leaving it over night. They have to duplicate the situation that made it happen.

Just a thought: Could it be that the alarm's "starter interupt" was engaged? Was your alarm set? Did you sit in the car for a period of time before starting it? Just a thought....

ok, now that i have read you pointless rant about soa and roadside assistance and metric let me chime in with my 2 cents. soa has nothing to do with how prompt roadside assistance is, subaru uses outside tow companies just like every other manufacturer for roadside assistance, just because you got a incompetant tow company does not make it soa's fault, soa cant hold your hand while roadside assistance tries to get to you, have patience and chill out the tow company probobly had alot of other tows come up before you, you cant expect them to drop everything to come to you.

next, how do you expect a technician to fix your car if they cannot duplicate any problem, THEY CANT if the technician cant duplicate a problem they oviously cant fix it. you need to lean some patience and you should have left the car there overnight. what do you expect the dealer to do if the car starts for them. yes the tech could have started working on the car then and there i do agree BUT WHAT THE HELL IS HE GONNA WORK ON IF THE CAR RUNS FINE AND CANT DUPLICATE YOUR PROBLEM! the dealer was doing you a favor for bringing your car in so quickly without a appointment, people with apointments do have priority over cars towed in without appointments, i just can not comprehend what you expected them to do to your car in temn minouts, why did you even go to the dealer to wait witht he car anyway why the hell didnt you leave it there for them to try and properly diagnose the car, the best way for a shop to fix a problem and sometimes the only way is to duplicate the problem


i think most of the people on this board will agree with me in what i have stated here i think you may be overeacting just a little bit

ok, now that i have read you pointless rant about soa and roadside assistance and metric let me chime in with my 2 cents. soa has nothing to do with how prompt roadside assistance is, subaru uses outside tow companies just like every other manufacturer for roadside assistance, just because you got a incompetant tow company does not make it soa's fault, soa cant hold your hand while roadside assistance tries to get to you, have patience and chill out the tow company probobly had alot of other tows come up before you, you cant expect them to drop everything to come to you.

next, how do you expect a technician to fix your car if they cannot duplicate any problem, THEY CANT if the technician cant duplicate a problem they oviously cant fix it. you need to lean some patience and you should have left the car there overnight. what do you expect the dealer to do if the car starts for them. yes the tech could have started working on the car then and there i do agree BUT WHAT THE HELL IS HE GONNA WORK ON IF THE CAR RUNS FINE AND CANT DUPLICATE YOUR PROBLEM! the dealer was doing you a favor for bringing your car in so quickly without a appointment, people with apointments do have priority over cars towed in without appointments, i just can not comprehend what you expected them to do to your car in temn minouts, why did you even go to the dealer to wait witht he car anyway why the hell didnt you leave it there for them to try and properly diagnose the car, the best way for a shop to fix a problem and sometimes the only way is to duplicate the problem


i think most of the people on this board will agree with me in what i have stated here i think you may be overeacting just a little bit

i agree 100%

if your car is having starting issues, how is the tech supposed to know what kind of issue it is if it doesnt happen for them?

if they could have duplocated the problem im sure they would have done the needed tests to see what the problem is, see if its a fuel or spark issue, or if a sensor is just screwed up. if the car started its not their fault.

sometimes u gotta chill, not every car is perfect.next time leave the car.

ok, now that i have read you pointless rant about soa and roadside assistance and metric let me chime in with my 2 cents. soa has nothing to do with how prompt roadside assistance is, subaru uses outside tow companies just like every other manufacturer for roadside assistance, just because you got a incompetant tow company does not make it soa's fault, soa cant hold your hand while roadside assistance tries to get to you, have patience and chill out the tow company probobly had alot of other tows come up before you, you cant expect them to drop everything to come to you.

next, how do you expect a technician to fix your car if they cannot duplicate any problem, THEY CANT if the technician cant duplicate a problem they oviously cant fix it. you need to lean some patience and you should have left the car there overnight. what do you expect the dealer to do if the car starts for them. yes the tech could have started working on the car then and there i do agree BUT WHAT THE HELL IS HE GONNA WORK ON IF THE CAR RUNS FINE AND CANT DUPLICATE YOUR PROBLEM! the dealer was doing you a favor for bringing your car in so quickly without a appointment, people with apointments do have priority over cars towed in without appointments, i just can not comprehend what you expected them to do to your car in temn minouts, why did you even go to the dealer to wait witht he car anyway why the hell didnt you leave it there for them to try and properly diagnose the car, the best way for a shop to fix a problem and sometimes the only way is to duplicate the problem


i think most of the people on this board will agree with me in what i have stated here i think you may be overeacting just a little bit

i agree with redXbob as well. most dealers wont even take a tow-in car and let the customer wait. if they have appointments, they come first. warranty or not. having a warranty does not constitute special, immediate service. im sure they will do their best to get your car servicedas soon as possible, but they cant drop everything. and it sounds like they did get it in quickly, since someone told you 2pm and they got it in before then.
as for what the mechanic did or didnt do. im sure they checked it out correctly. check ed the battery, alternator and whatnot. thats just somehting that they would do in a situation like that. make sure that stuff works. but if nothing was found, the mechanic is just going to pull it out. remember, if they spend all day working on a car and find no problem, all they have done is waste the day and probably slow down work in the shop (other guys would have to pick up slack.)
im sure if you left the car over nite or for a day or 2, they could check it out more extensivily.
how does the car start now? starts every time?
-lo-buck

Just thinking of the problem..You dont have an aftermarket alarm on your car or Kill switch do you?

the soa process is to duplicate the customers complaint,sometimes that does not happen and we do our best to check and repair the car that relates to the complaint or concern.
i have left a message for the customer on 12-30-04 have yet to get a call back?
dave.

Time for AAA?

Time for AAA?

time to sell it ;)


ah evo MR :)

most dealers wont even take a tow-in car and let the customer wait. if they have appointments, they come first. warranty or not. having a warranty does not constitute special, immediate service.
-lo-buck

I agree that subaru roadside assitance isnt very good. When my trans blew and I called a tow truck, it took them 3 hours to get there:( And what you said about getting special service....my mother has owned 5 BMW's (3 currently) and that dealer literally jumps at the oppurtunity to help her out and never charges her for many things. There are many dealers that will give you special service and i think they all should.

[QUOTE=Impresario]Metric Subaru doesn't give loaner cars

You have to say i want a loaner car, they don't just offer them. They try to save all the money they can

Time for AAA?


:lol: They are not any better.

Anyway I agree it would have been better to leave the car; they can't fix the problem unless they observe it themselves. If you just keep driving its likely to do the same thing again.

time to sell it ;)


ah evo MR :)


...and just TRY to get ANY warranty work done on THAT... :rolleyes: :lol:

...and just TRY to get ANY warranty work done on THAT... :rolleyes: :lol:
dont drive like an ass u shouldnt have any problems with the MR... little things yes, but i dont see tranny work to be needed

(notes that i have over 135k on my stock trans and have had over 10k on a v7 motor )

not all cars are perfect and not all dealerships treat you like god