We purchased our 2020 Ascent new in April of 2020. Aside from a lot of electrical issues early on, at about 23,000 miles we noticed our outside passenger mirror cover (the part that is painted) was warping/melting. This was in December of 2021. We took it to the dealership and they agreed to replace it under warranty ‘this one time.’ They added that this was ‘environmental’ and not a factory defect. Strange, since our car is garaged at any given time we are not out for something.
Flash forward to 2023 and 20,000 miles later and here it is melting again. I contacted Subaru of America and this was their customer advocate’s response.:
Dear Dennis,
Thank you for contacting Subaru of America. I understand your concerns regarding your melting side mirror on your 2020 Ascent. I have reviewed your case and saw that your previous replacement was covered under the New Car warranty. Since your car is outside of this warranty it is customer responsibility to cover this repair. As a one-time Goodwill gesture, Subaru of America will provide you with a parts and Services coupon for $100 to use toward your suggested repair.
I see that we have assisted you in the past multiple times, Goodwill is not guaranteed and very limited at this time.
I hope this goodwill gesture assures you of our concern for you as a loyal Subaru owner. Should you have any questions please contact me.
Sincerely,
Briana
Subaru of America, Inc.
Customer Advocacy Department
1-800-SUBARU3 (1-800-782-2783)
Case Number: 230827-1400028
Obviously, the fact that they won’t repair it angered me; however, the statement in red just pissed me off! This was my response back to her:
I am not satisfied with the e-mail only response related to my issue on Case Number: 230827-1400028. Particularly, I am insulted by the comment noted below from your representative insinuating I am only contacting Subaru for a ‘Goodwill’ gesture. It is true that I have, in fact, contacted Subaru of America several times about all of the earlier issues we had with this $47,000 vehicle that we purchased new. And there were many, up to and just short of forcing a Lemon Law case. That contact would be, I imagine, encouraged by Subaru of America. Perhaps I am wrong.
This issue is the second time this has occurred leading me to believe this is a factory defect. This is corroborated by the various forums on the Internet with this SAME issue.
I do have to say your company is trying very hard to keep me from purchasing a third Subaru!
Has anyone had any success with this? It seems that maybe whoever makes these mirror caps have a weakness with the polymers they use.
Dennis
