2020 Subaru Forester, quality issues, fuel-mileage falsification scandal, customer trust
Denis Flierl's picture

Subaru Tries To Rebuild Your Trust After Scandals And Quality Issues But It Won't Be Easy

Subaru issues a new report concerning fuel-mileage falsification at their factory in Japan where they build the 2020 Forester. Can they rebuild customer trust after scandals and quality issues?
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Subaru Corporation has issued a new quarterly status report on measures they will take to prevent the recurrence of the fuel-mileage falsification scandal that rocked the Japanese automaker last year. Torque News reported in March, Subaru would revise its "Quality Policy" on April 1, 2019, because customer confidence had been shaken with the recent problems at Subaru, especially in Japan.

Can they rebuild customer trust after scandals and quality issues?

Subaru continues to deal with the scandal and is trying to let their shareholders and customers know they have “A strong will to not generate inappropriate cases again, repairing facilities related to completion inspections, responding to requests for improvement from completion inspectors, and improving the surrounding environment,” they said in the report. The report has 65 different steps they will take to improve the environment and culture at the Gunma plant.

2020 Subaru Forester quality issues at Japan factory
2020 Subaru Forester

Subaru manufactures the newly-revised 2020 Subaru Forester SUV, second-generation Crosstrek SUV, WRX and WRX STI performance cars, and BRZ sport coupe at the plant in Japan where the problems occurred. Subaru Corporation listed four major areas they will focus on to improve the culture at the Japan factory so it does not occur again.

1. Strengthening the management's awareness of the parties and clarifying responsibility for compliance and quality assurance.

2. Measures to detect and prevent inappropriate work.

3. Build a system to promptly correct any inappropriate work.

4. Measures will be implemented promptly and continue to be used in the future.

2020 Subaru Forester is built at the Japan factory where they have had fuel-mileage falsification issues

Subaru says they will also foster awareness of the norms through ongoing education and enlightenment activities for inspectors. The report says, “Going forward, we will continue to take measures to prevent recurrence and promote a transformation to a workplace culture with a high standard of consciousness. This will lead to the recovery of the trust of all stakeholders, including customers.”

Torque News has documented additional quality issues the Japanese automaker has struggled with recently. Once trust is broken, it’s not easy to get it back.

Subaru has loyal customers, and they know the only way to keep them coming back is by producing quality automobiles like the 2020 Forester, Crosstrek, WRX/STI and BRZ that won’t be in the shop to fix mistakes. Will shareholders and customers see a difference in quality control now that Toyota has increased its stake in Subaru to 20 percent? Stay tuned.

You Might Also Like: Subaru Chases Sales Records But You Want A New Forester And Outback That's More Reliable

Denis Flierl has invested nearly 30 years in the automotive industry in a variety of roles. All of his reports are archived on our Subaru page. Follow Denis on FacebookTwitterInstagramSubaru Report. Check back tomorrow for more Subaru news and updates!

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Comments

Maybe they can build some better cars finally. Still waiting for a turbo on the lower end of their underpowered cars.
No proof trust has taken a hit. Sales still great, the harm to profitability has been done.
Three front Windshields cracked in a little over one year. Will Subaru pay for these, when they obviously hsve a problem with the 2019 Outbacks.
2019 Crosstrek has steering issue .I've be been dealing with 2 dealers.corperate and NHTSA to correct.Latest word is maybe there will be an update .
I am still diehard Subaru. We have had too much great fortune with them in the past and currently to believe it is a trend. We will be watchful and see how things are handled, but our years of reliable cars and service can not be disregarded. We can only hope we won't be looking at that as " the good ole days", especially since we just bought a Crosstrek
Just curious, how did you have a Subaru in the old days that didn't blow a head gasket?
Since you seem to be an expert, how many hundreds of thousands of miles between a head gasket needing to be replaced in this limited set of cars?
Here's the irony: Japan was noted for quality, the US for sloppiness. Yet for Subaru most of the problems are in the Japan plant and their US plant in Indiana does fine. I'd be interested to know if it's a union shop.
Unions have nothing to do with workers sloppiness I am an Industrial Quality Auditor and I can tell you I have seen sloppy work with none Unions It all comes from the top management cut corners To save money
I love Subaru but my Crosstrex has had three recalls in less than a month. The nearest Subaru dealer is an hour away from me. Plus I’ve had an issue with the dash showing airbag light and an (i) over the P when the car sits in the sun. Subaru cannot find anything wrong. I had a Forrester before this and no issues.
Subaru needs to redesign their excessively failing wind shields. They should also explain why the current versions fatally crack so easily whether through an impact with small debris or no impact at all
The recent parade of Subaru recalls makes me wonder: is Subaru that sloppy on quality, or is it just because Subaru is a perfectionist car maker, that recalls for every tiny, infrequent problem. While other car producer would hide, or ignore those problems and deal with them only when they get sued for. I intend to continue driving my wonderful 5.5 years old Forester XT (which passed two recalls, nevertheless, has never had any problem of any kind). I'll be waiting for either the new OUTBACK XT, when proven reliable, or jump directly into a fully electric Subaru, about 3 years or so down the road.
my 2018 crosstrek is on its THIRD radio plus numerous visits to dealer for " useless updates " radio screwed up again on jan-07-2020 so will be WASTING MY TIME AND FUEL AGAIN TO "" visit '' the dealer > subaru should be PAYING me for all these DISRUPTIONS THEY ARE CAUSING TO ME LIFESTYLE !!!
For over a year have tried to get Subaru to give answers to why our 2014 Subaru burns oil to the extent it's a quart low before every oil change. They claim our Vin number is not part of recall. So we have purchased our last 2 brand new Subarus we will no longer buy a Subaru. This car also has had dashboard head replaced 4 times and air conditioner in shop 3 times and it still has issues.
My 2019 Forester Sport has an issue with bird droppings marring the finish of the pearl white paint. I have to get it removed within an hour or 2 it happening otherwise there remains a permanent mark in the paintwork. I have never had that problem with any other vehicle I have owned...Subaru or other makes. Also my previous 2015 Forester had 3 win dshields replaced in 3 years.
My Crosstrek, has had probably the same recalls. How and why did you decide to buy a vehicle with the dealer, an hour away. My dealer performed the recalls in 4 hours. Subaru never lost our TRUST in both of our Subaru’s!
We have a 2019 Forester. We have had a cracked windshield (replaced) and two stone chips that have been repaired ($188 total out-of-pocket so far) within 8200 miles of driving. It seems if a stone hits these windshields, damage is done. Anyone else having this issue or is this just incredibly bad luck?
I RECENTLY PURCHASED A 2019 CROSSTREK, MY FIFTH CONSECUTIVE SUBARU. MY 1996 IMPREZA, AND 2007 FORESTER XT DID EXPERIENCE INTERNAL OIL LEAKS, BOTH, AFTER 100,000 MILES ON THE ODOMETER. DESPITE THESE, AND OTHER PROBLEMS, LONG AFTER MY VEHICLES WERE OUT OF WARRANTY, SUBARU MET ME HALF WAY AND REIMBURSED ME FOR 50% OF THE REPAIR COST. (IT SHOULD BE NOTED THAT ALL OF MY SERVICING IS DONE AT MY LOCAL SUBARU DEALERSHIP. ) SUBARU'S CUSTOMER SERVICE IS SECOND TO NONE. THEY WILL WORK DILIGENTLY WITH THEIR CUSTOMERS TO KEEP THEM SATISFIED. THAT'S WHY I KEEP COMING BACK TO SUBARU.
2019 Forrester. 3500 miles, went into store parking near no other cars, came out 1+ hrs. later with a large crack mid way drivers side to center of windshield. No other nicks or obvious indications of a chip. Can't explain what could of caused such a Large crack.