Retailer Manual REV:

Transcription

1 Retailer Manual REV: Table of Contents Introduction 2 Overview 2 Eligibility..2 Promo Codes 2 Packages & Features 3-4 Packages 3 Features 4 Delivery Process Delivery Process Overview... 5 Pre-RDR Enrollment Process.6-9 Post-RDR Enrollment Process STARLINK Enrollment st Appointment and Delivery Checklist 17 MySubaru.com / SUBARU STARLINK Preferences Getting Started and setting SUBARU STARLINK Preferences Setting or Changing SUBARU STARLINK Personal Identification Number (PIN)..18 MySubaru.com and Remote Service Menus overview 19 Accessing SUBARU STARLINK Features In-Vehicle Application 20 MySubaru.com 21 Access by Phone 21 MySubaru Application 22 Service SUBARU STARLINK Vehicle Status Notifications Monthly Vehicle Health Report to Customer. 23 Warning Light(s) Customer Notification 24 PDI / CommCheck Guide / Parts Ordering - DCM PDI Checklist Sample 25 CommCheck Guide 26 Parts Ordering - DCM 26 Vehicle Inquiry STARLINK Subscription Verification 26 Reporting STARLINK Notifications Dashboard - Retailer.. 27 CommCheck Failure Report - Retailer 28 STARLINK Subscription Penetration Report - Retailer 28 SUBARU STARLINK Subscription Guide 29 Subscription Goodwill Guidelines 29 Subscription Enrollment / Upgrades 29 Subscription Downgrades / Cancellations 29 How to activate a Showroom / Demo / SSLP vehicle SUBARU STARLINK Enrollment Bonus Program (ASCENT).32 SUBARU STARLINK CPO Enrollment / CPO ASCENT Bonus Information.. 33 Contact Information 34

2 Overview REV: Introduction SUBARU STARLINK in vehicle technology provides connected Safety and Security features to our customers. With the new SUBARU STARLINK features, customers are able to: Receive automatic emergency assistance in the event of an airbag deployment Receive assistance contacting the authorities in the event their vehicle is stolen Remotely access vehicle features Receive monthly vehicle health reports SUBARU STARLINK services are only available in the Continental U.S., Alaska, Hawaii, and the District of Columbia. For complete details applicable to a SUBARU STARLINK subscription, please refer to the SUBARU STARLINK Service Agreement Terms and Conditions. Please consult the SUBARU STARLINK Owners Manual for additional detail. Eligibility SUBARU STARLINK (Telematics) equipped vehicles contain a Data Communication Module (DCM) embedded mobile device that allow the vehicles to communicate through a cellular network. All vehicles that are STARLINK Telematics-equipped are eligible to enroll for the STARLINK Safety Plus and STARLINK Safety & Security Plus packages. See page 3 for package detail. Vehicles with the 7.0 Multimedia Plus and 7.0 Multimedia Navigation units will have Telematics as a standard feature. Promo Codes Promo Codes will be implemented at the SOA Corporate level. Promo Codes will be used in national advertisements only. Entry of Promo Codes will occur during the initial enrollment process, under the PACKAGE & PAYMENT section of this manual. If a Promo Code is inappropriately used, Subaru of America, Inc. (SOA) retains the right to chargeback the Retailer for any and all misappropriated funds. 2

3 Packages REV: Packages and Features The customer can choose one of two STARLINK packages during enrollment: 1. STARLINK Safety Plus Package - Automatic Collision Notification (ACN), SOS Emergency Services and Enhanced Roadside Assistance. 2. STARLINK Safety Plus & Security Plus - includes Safety Plus and adds security and remote services (customers can use remote services via MySubaru.com or by downloading the MySubaru App to their smartphone). NOTE: PROMO codes are NOT required for introductory pricing. The one year free trial of STARLINK Safety Plus can be enrolled with no credit swipe. The customer is also eligible for 90 days of free STARLINK Safety Plus & Security Plus including Remote Services with a credit card swipe (customers who choose the $49 STARLINK Safety Plus & Security Plus 1 year plan will be charged on day 91, ALL other multi-year plans will be charged on day 1). Introductory packages and pricing is only available within the first 180 days of the original date of delivery. After the initial 180 day please see below. Renewals/post introductory (after day 180) Renewal price and post introductory package pricing revert to: STARLINK Safety Plus - $99/annually. STARLINK Safety Plus & Security Plus - $149/annually. 3

4 Features REV: Packages and Features SOS Emergency Assistance Ready to help you in the event of an emergency, 24/7/365. Press the SOS button located on the overhead console next to the rear view mirror and be promptly connected to your SUBARU STARLINK advisor from anywhere. Enhanced Roadside Assistance The Enhanced Roadside Assistance connects you directly with Subaru s Roadside Assistance provider. Should you need assistance, STARLINK will know your exact GPS location coordinates and exactly where to find you. Automatic Collision Notification (ACN) Upon receiving the ACN, a STARLINK Customer Care Advisor will attempt to establish voice communication with the vehicle occupants and dispatch appropriate services no mater what time, day or night, 24/7/365. The Advisor will determine the nature of the emergency and which first responders to send. If there is no response, the STARLINK advisor automatically sends a first responder. Maintenance Notifications Enhanced Maintenance Notifications make it easy to keep your Subaru in top performance by self-diagnosing its needs and letting you know via when their vehicle requires maintenance. Monthly Vehicle Health Report Once a month, SUBARU STARLINK will you a report on all of your vehicle systems. The link within the will take you to MySubaru.com to view the report in full. Diagnostic Alerts SUBARU STARLINK monitors up to 14 critical vehicle systems. If a warning light illuminates on the dashboard, you will receive an explaining the issue and how to resolve it. With more serious issues, you will be prompted to visit your local retailer. Stolen Vehicle Recovery Service If your vehicle is stolen, you can rely on the Stolen Vehicle Recovery Service. Once a police report is filed, a SUBARU STARLINK advisor will help provide the authorities with relevant location information to assist in the recovery of the vehicle. Vehicle Security Alarm Notifications Your SUBARU STARLINK system will automatically notify you when your security alarm is activated. This feature will automatically notify any preselected persons of your choice by automated phone call, text messaging, or . Remote Lock/Unlock You can enter your customized PIN to unlock or lock your doors from anywhere using the MySubaru App, MySubaru.com or dialing Remote Horn/Lights To help you find where you parked, you enter their personal PIN to remotely turn on your horn and lights through the MySubaru App, MySubaru.com or dialing Remote Vehicle Locator The vehicle locator button on the MySubaru App assists you with finding your vehicle via Google maps. 4

5 Delivery Process (Overview) Effective January 11, 2016, an updated version of the Vehicle Delivery Process will be active in Subarunet. The updated version will add a new step to improve the MySubaru set up and transition into the STARLINK enrollment screens, pre population of customer information for vehicles that have been RDR d and an all new interactive Delivery Checklist. Vin Entry Ownership Validation MySubaru Account Creation STARLINK Enrollment 1st Appointment Delivery Checklist Effective as of January 11, 2016: MySubaru account Creation is now a separate process. Customers that have a MySubaru account will be able to add a new vehicle to their existing account. Screen flow will be based on Pre-RDR/Post-RDR status. Post-RDR enrollments will pull customer information from the Sales Database, populating forms throughout the process. NOTE: The process for enrolling a Retailer Demo/Showroom/SSLP unit will remain the same. See pages Pre-RDR process Post RDR process STARLINK Enrollment 1 st Appointment Delivery Checklist Pages 6-9 Pages Pages Page 17 Page 17 5

6 Delivery Process (Pre-RDR) 1 Log into On the left menu, click Vehicles. Click Delivery Process/Enrollment. Note: Permission may be required for Sales Consultants to access the Delivery Process/Enrollment option. Please consult your DEM Administrator for additional details. 2 Enter the last 8 or full 17 digits of the VIN. Choose a Salesperson from the dropdown menu. Click Begin. NOTE: Salesperson s name will automatically generate if logged in. 3 Confirm Vehicle Information. Click Correct to proceed. NOTE: Clicking Incorrect will bring you back to the previous screen. 6

7 4 REV: Delivery Process (Pre-RDR) Choose from the following: 4a 4b 4c Customer has a current MySubaru account Customer would like to create a MySubaru account Customer does not want to create MySubaru account at this time Returns you to initial screen. 4a If you choose Use Existing Account, proceed as follows Enter Customer s existing MySubaru Account If a VIN already has an active STARLINK Subscription, you will not be able to assign the VIN to a new MySubaru account through this process. (Exceptions: Pre RDR Demo/Showroom vehicle OR Post RDR ownership change) Choose option by clicking the box, then click Continue. NOTE: If this is not the correct customer, the next step would be one of the following: o Select a different MySubaru account or create a new account, by clicking Start Over. o Modify the current account holder information by selecting Customer Not Listed. If this vin is already associated with an existing MySubaru account, you will need to verify that this is the correct customer for the vin. Click Yes to proceed. Click No if the customer is not correct. You will be brought to a screen that will allow you to enter new subscriber detail. Click Continue. NOTE: If this is not the correct customer and/or vin, you can select Start Over. This will bring you back to the initial delivery process screen. 7

8 4b If you choose Create New Account, proceed as follows REV: Delivery Process (Pre-RDR) Enter Customer s address that they would like to use for their MySubaru account. Click Submit. Enter Customer s information. Check the box to certify that the vin belongs to the MySubaru account that you are creating for the customer. Click Add VIN to MySubaru account. For Business Owned vehicles: If a driver is listed on the RDR, the system will automatically present the driver information as the Subscriber option. This driver information will populate throughout the necessary forms for enrollment. If a driver is NOT listed on the RDR, the system will allow you to enter a Subscriber name. However, the address for the Subscriber will default to the business address and will not be editable. 4c If you choose No Address, proceed as follows Click Yes or No Click Yes to proceed. Click No to return to previous page. If you click Yes: Enter Customer information. Click Continue. Please note that if you do not use an address, a MySubaru account will not be created. 8

9 5 REV: Delivery Process (Pre-RDR) If you completed steps 1 4 for a Pre RDR vehicle, by using an existing account or creating a new account, you will come to the following screen: Click STARLINK Enrollment to proceed. If you completed steps 1 4 for a Pre RDR vehicle and customer choose not to create a MySubaru account, you will come to the following screen: Click Delivery Checklist to proceed. Subaru Legacy

10 Delivery Process (Post-RDR) 1 Log into On the left menu, click Vehicles. Click Delivery Process/Enrollment. Note: Permission may be required for Sales Consultants to access the Delivery Process/Enrollment option. Please consult your DEM Administrator for additional details. 2 Enter the last 8 or full 17 digits of the VIN. Choose a Salesperson from the dropdown menu. Click Begin. NOTE: Salesperson s name will automatically generate if logged in. 3 Confirm Vehicle Information. Click Correct to proceed. NOTE: Clicking Incorrect will bring you back to the previous screen. 10

11 New Delivery Process (Post-RDR) 4 Post-RDR enrollments populate ownership information on record. Click Yes or No if the displayed ownership is correct for the vehicle? Click Continue NOTE: If a co owner, driver, and/or co driver exist, they will also be displayed. If you Clicked No, You will be prompted to enter the correct customer information. Enter correct customer information, then click Continue. NOTE: Only the owner information will be changed through this process. Changes to ownership should be reserved for Used vehicle transactions. ALL CHANGES TO OWNERSHIP ARE SUBJECT TO AUDIT REVIEW. 11

12 5 REV: Delivery Process (Post-RDR) Choose from the following: 5a 5b 5c Customer has a current MySubaru account Customer would like to create a MySubaru account Customer does not want to create MySubaru account at this time Returns you to initial screen. 5a If you choose Use Existing Account, proceed as follows Enter Customer s existing MySubaru Account. Click the applicable box. Click Continue. NOTE: If this is not the correct customer, the next step would be one of the following: o Select a different MySubaru account or create a new account, by clicking Start Over. o Modify the current account holder information by selecting Customer Not Listed. If this vin is already associated with an existing MySubaru account, you will need to verify that this is the correct customer for the vin. Click Yes to proceed. Click No if the customer is not correct. You will be brought back to choose a different owner, coowner, driver, or co-driver on record. Click Continue. 12

13 5b If you choose Create New Account, proceed as follows Enter Customer s address that they would like to use for their MySubaru account. Click Submit. REV: Delivery Process (Post-RDR) Customer information will populate from the RDR. Check the box to certify that the vin belongs to the MySubaru account that you are creating for the customer. Click Add VIN to MySubaru account. 5c If you choose No Address, proceed as follows Click Yes or No Click Yes to proceed. Click No to return to previous page. If you click Yes: Enter Customer information. Click Continue. NOTE: If you do not use an address, a MySubaru account will not be created, and STARLINK Enrollment and 1 st Appointment Scheduling will not be options. 13

14 6 REV: Delivery Process (Post-RDR) If you completed steps 1 4 for a Post RDR vehicle, by using an existing account or creating a new one, you will come to the following screen: Click STARLINK Enrollment to proceed. If you completed steps 1 4 for a Post RDR vehicle and customer choose not to create a MySubaru account, you will come to the following screen: Click Delivery Checklist to proceed. Subaru Legacy

15 Delivery Process (STARLINK Enrollment) Once you ve completed the MySubaru Account section, proceed to STARLINK Enrollment. Click on STARLINK Enrollment. NOTE: You may receive a Pop up Blocker notification. Please make sure to Allow pop ups for this process. 1 Review Packages with the customer. Click Continue to enroll customer. Click No Thanks if customer does not wish to complete enrollment. Click to Proceed 2 ADDRESS VERIFIER Confirm the address. Confirm information is correct Street Road, Cherry Hill, NJ US Click NEXT Click OK 15

16 Delivery Process (STARLINK Enrollment) 3 Choose a package type. Choose subscription length. (Enter Credit Card information, if applicable) Click NEXT to proceed. *NOTE: PROMO Codes are NOT required for Introductory pricing. 4 Terms of Service Review Terms of Service with customer Check the box after obtaining approval from the customer to accept all term. Tester McTest TesterMcTest@yahoo.com Street Road Cherry Hill, NJ Street Road Cherry Hill, NJ Click Activate Now to complete the process 5 Completion Once you ve completed enrollment, you will receive this notification screen. Customer will receive 2 s regarding enrollment. #1 MySubaru Account confirmation with username and temporary password (Safety Plus & Security Plus PIN required and initial setup can be done on MySubaru STARLINK Access STARLINK Profile/PIN. #2 STARLINK Subscription receipt. 16

17 New Delivery Process (1 st Appointment & Delivery Checklist) 1 st Service Appointment Delivery Checklist Click 1 st Appointment (This button will only appear for Retailers that have Schedule Connect) Click Delivery Checklist. The Sales Consultant is now on the Schedule Connect screen. All the information on this screen is pre-populated from Subarunet. Interactive Each section requires a mouse click or tap/click if on a tablet. Will vary by model/trim Completed checklist will automatically be ed to customer & Sales Consultant once Saved. The Checklist can also be printed. Click NEXT Sales person picks a date for the customer and adds the appointment to the dealership service schedule. Click CREATE APPOINTMENT Customer will receive confirmation 17

18 MySubaru.com and SUBARU STARLINK Preferences Getting Started and setting SUBARU STARLINK Preferences Following the New Delivery / Enrollment Process, the customer will receive an from MySubaru with a confirmation that a new account has been created. However, if they already have a MySubaru account, the vehicle will be added to their current MySubaru account. If the account is new, the customer will receive a temporary password. The customer uses the temporary or existing password to log into their MySubaru account (via MySubaru.com or MySubaru App). During the customer s initial login to MySubaru, they will be prompted to create a new password and set up Security questions. Customers that have upgraded to the STARLINK Safety Plus & Security Plus package will then have to set their PIN (see below) to use their Remote Services. Setting or Changing SUBARU STARLINK Personal Identification Number (PIN) During the New Delivery / Enrollment Process, there is an option to set the PIN # and/or Security Question for the customer. In order to protect the privacy of the customer and vehicle information, the customer has the option to set this information at their convenience. However, please note that a secure STARLINK PIN # is required to use all Remote Access features on MySubaru.com or MySubaru App. If the customer chooses to set his/her PIN #, they will need to follow the steps below: Click on STARLINK Access tab. Click on STARLINK PIN Update. Scroll down to the Security section and update information accordingly. 18

19 MySubaru.com and SUBARU STARLINK Preferences MySubaru.com and Remote Service Menus overview Manage My Vehicle(s) Add or remove vehicles from the MySubaru Account Manuals (Multi- Media) Appendix / What To Do If / Index Apps Audio Basic Function Foreword Information Introduction Navigation System Phone Quick Guide Settings Table of Contents Voice Recognition System How To Videos Battery Replacement Brake Repair Check Engine Light Checking Fluids Filter Checks Shocks & Struts Tire Care Wheel Maintenance Wiper Blades Frequently Asked Questions (FAQs) Subaru Events Find local Subaru events Schedule Service Schedule Service through your preferred Retailer. Maintenance Schedule Lists the recommended maintenance schedule for vehicle. Allows Customer to record performed maintenance. Service History Lists the maintenance history of the vehicle. Warranty Summarizes warranty coverage since the original date of purchase. Recalls List of all Recalls for the Customer s vehicle(s). STARLINK Home Current package detail Mobile App detail Remote Services Lock/Unlock Horn & Lights Locate Vehicle Reports Vehicle specific Diagnostic Reports. Account Settings STARLINK Notification Preferences Packages & Pricing Enroll/Renew option Package and Pricing detail Contact Customer Support contact information STARLINK Profile/Pin Allows Customer to update account info, emergency contacts, additional drivers, credit card info or upgrade their subscription. STARLINK Pin Update Allows Customer to update PIN. My Profile Allows Customer to update MySubaru Information (i.e. Address, Contact Info., Phone #, and Password). Select a Preferred Retailer Provides Information regarding the Customer s Preferred Retailer. Interests & Activities Allows Customer to sign up for Communications specific to their Lifestyle. Communications Allows customization of communications. Mail Communications Allows customization of mail communications. Authorized Users Create authorized User list. Authorized Devices Create authorized Devices list. Tutorial Logout NOTE: As Subaru of America, Inc. continues to improve the Customer Experience, changes may be made to the MySubaru webpage during the process. Please consult your District Team Managers for clarification on any noted changes. 19

20 In-Vehicle Application REV: Accessing SUBARU STARLINK Features SOS Emergency Assistance Enhanced Roadside Assistance Controls for operating the STARLINK in-vehicle voice-response are located on the overhead console. SOS Emergency Assistance Press the red SOS button for SOS Emergency Assistance*. A STARLINK Customer Care Advisor will attempt to establish communication with the customer to ask about the nature of the emergency and then dispatch the appropriate emergency assistance anywhere in the Continental U.S., Alaska, Hawaii and the District of Columbia (The SOS Emergency Assistance feature requires adequate cellular coverage and signal strength). If the customer is unable to answer, the advisor will let them know that emergency assistance has been notified and is on its way. The advisor will remain on the line until help arrives. To cancel the SOS call, press and hold the red SOS button for approximately 2 seconds. Enhanced Roadside Assistance Press the i-button for Enhanced Roadside Assistance*. A STARLINK Customer Care Advisor for Roadside Assistance will attempt to establish a voice communication with the customer to ask about the nature of the situation and then dispatch the appropriate roadside assistance to the scene. With STARLINK, the advisor will be able to inform Roadside Assistance of the customer s exact location. To cancel an Enhanced Roadside Assistance call, press and hold the blue i-button for approximately 2 seconds. NOTE: Roadside Assistance can help you with the following: Jump starts, Emergency Lockout service, Gasoline (up to 2 gallons), Flat tire change, and Minor fluid replacement. * In order to utilize these services, the customer must be an active SUBARU STARLINK subscriber. 20

21 Accessing SUBARU STARLINK Features MySubaru.com MySubaru.com is the customer s home for all of the information provided by their vehicle. MySubaru.com houses the following features: Customer Profile / Preferences Interests & Activities /Mail Communication Preferences Authorized User/Devices Preferences* All Remote Services* Usage Report* Vehicle Health Report Maintenance Schedule Service History Warranty Detail Recall Information Preferred Retailer Information Manuals (Multi-Media) How To Videos Frequently Asked Questions (FAQs) SUBARU STARLINK account info *If Applicable Access by Phone In addition to using the MySubaru.com or MySubaru App, the customer can call STARLINK to request remote services. Dial ; Follow menu prompts. The interactive voice recognition system will require the following information: The SUBARU STARLINK account holder s phone number (mobile, home or work) STARLINK PIN # NOTE: Location based features are meant to give a general location of customer and vehicle. GPS accuracy on the vehicle and smartphone device may vary. 21

22 MySubaru Application Why does a customer need to download the MySubaru App? The MySubaru App is the gateway to vehicle information and STARLINK Remote Services. Customers who choose STARLINK Safety Plus packages can access the following from the MySubaru App: Vehicle information, Preferred Retailer Detail, Monthly Vehicle Health Reports, Service Notifications/Records, as well as the Resources/Service/STARLINK Access functionality found on the MySubaru website. Customers who choose STARLINK Safety Plus & Security Plus packages will have all of the features above plus access to Remote Services and notifications. REV: Accessing SUBARU STARLINK Features How is the MySubaru App different from the current STARLINK App? The current STARLINK App brings entertainment and information to the vehicle (i.e. Aha, Pandora, Stitcher, iheartradio and more). The NEW MySubaru App gives the customer a mobile based version of MySubaru.com and access to SUBARU STARLINK Remote Services. After downloading the MySubaru App to a smartphone, the customer will follow the instructions below to use the MySubaru App. When running the application for the first time, the customer will need to enter their MySubaru address and password for authentication at the Log In prompt. (Customer s can choose to save the Address and Password) Log In Screen Initial Screen* NOTE: The MySubaru App can be downloaded to a compatible smartphone from the following sites: iphone - Apple App store Android - Google Play Store Remote Services * If the customer has multiple SUBARU STARLINK equipped vehicles, they will need to select the vehicle they want to access from the drop-down menu located near the top of the application. Otherwise, after the first login, Remote Services will display on the initial screen. Choose the Remote Service. A command can be sent immediately or a time delay can be requested. Enter the STARLINK PIN # (Refer to Setting or Changing your SUBARU STARLINK Personal Identification Number (PIN) page 18 ). A status message on the phone will indicate sending, waiting, or completed responses. If there is a network connection issue, you will be prompted to try your request again. All features will be displayed on the STARLINK Remote Access tab. 22

23 Service SUBARU STARLINK Vehicle Status Notifications Monthly Vehicle Health Report to Customer The Monthly Vehicle Health Report will be available approximately 30 days after the new Subaru vehicle purchase. The customer will begin receiving comprehensive diagnostic evaluations involving most aspects of their vehicle s performance (e.g., systems check, mileage, future maintenance, etc.). To review the report online, customer will logon to MySubaru.com, select the STARLINK Access Tab and then select Reports" in the sub-menu. NOTE: Actual Monthly Vehicle Health Report content may vary depending on vehicle and equipment. A link within the will take the customer to MySubaru.com to view the full report. 23

24 Service SUBARU STARLINK Vehicle Status Notifications Warning Light(s) Customer Notification 1st Notification: warning light(s) notifications sent to a customer within 24 hours of the first occurrence of a warning light(s) illumination. 2nd Notification: is only sent to a customer if the warning light(s) has not been turned off. Please see the chart below for the notification schedule. The second is the final notification of this warning light(s) occurrence. No further notifications will be sent to the customer until the warning light(s) concern has been addressed by the customer or retailer. Example (TPMS light can be handled by the customer, or a Retailer would handle a more complex problem warning light, such as a Check Engine Light.) Note: If a vehicle is being repaired or serviced at an Authorized Subaru Retailer, no SUBARU STARLINK Notification s will be sent to a customer. If a customer has been in an accident and the Automatic Collision Notification (ACN) has been triggered, NO notifications are sent to the customer for the ACN event and any other events for the following 30 days. (ACN - is triggered when the airbag system has been activated; 30 days is the average repair time based on Insurance Industry Accident claims) *Note: Generic s are sent, when multiple warning lights are triggered in a vehicle. 24

25 PDI Checklist Sample REV: PDI / CommCheck Guide / Parts Ordering - DCM 25

26 PDI / CommCheck Guide / Parts Ordering - DCM CommCheck Guide - What do the LED lights in the overhead console mean? There are two LED indicator lights (one red, one green) for SUBARU STARLINK in the overhead console. All vehicles should be in a ready to subscribe status after they have been through the Retailer PDI process. Note: the SUBARU STARLINK DCM is active and ready for use when the vehicle s ignition is On. LED indicator light guide: 1. Ignition ON: both LED's off the system is ready to subscribe 2. Ignition ON: green LED on the vehicle has an active subscription 3. Ignition ON: both the red and green LED's are on - the vehicle s telematics device is having communication issue 4. Ignition ON: red LED on the system has a hardware issue Parts Ordering - DCM The Parts Ordering process for DCM modules will be the same as the current program. DCM parts can be ordered through the PRIME program. Vehicle Inquiry STARLINK Subscription Verification Vehicle Inquiry has been updated to include SUBARU STARLINK Subscription Enrollment Detail. Package Start Date Package End Date Package Type 26

27 Reporting STARLINK Notifications Dashboard - Retailer Diagnostic Alerts come into the STARLINK Notifications Dashboard, providing instant updates on vehicle condition. The STARLINK Notifications Dashboard will provide Service Lead information on a daily basis. The dashboard will have the following items: Customer Name Customer Customer Phone # Customer Service Scheduler - Call Support Preference (Call: Y/N) VIN # Model Notification Type Status of Appointment: Y/N Appointment Date *User Access General, Exec, SOA, Service Advisor, and Parts. Hawaii will NOT see link to STARLINK Notification Dashboard & Comm Check Reports. 27

28 CommCheck Failure Report - Retailer REV: Reporting Location: Subarunet STARLINK Service Tab Purpose: Assist with incoming vehicle delivery. This report will indicate if a vehicle has a communication or hardware issue that needs to be resolved. Consult service training material for resolution. *User Access General, Exec, SOA, Service Advisor, and Parts. Hawaii will NOT see link to STARLINK Notification Dashboard & Comm Check Reports. STARLINK Subscription Penetration Report - Retailer STARLINK Subscription Penetration Report will assist the Retailer with tracking of enrollments. 28

29 Subscription Goodwill Guidelines REV: SUBARU STARLINK Subscription Guide The Retailer has the ability to grant goodwill extensions for subscriptions. In order to process a goodwill extension, a Retailer must process the request through a SUBARU STARLINK Customer Care Advisor ( ). (Only customers that have a current SUBARU STARLINK subscription are eligible for goodwill.) Subscription goodwill extensions will be billed to the retailer on the monthly AR statement. Billings are one month in arrears. In order to qualify for a STARLINK subscription goodwill credit, the sale must be compliant with current Sales Reporting Rules and Regulations. Subscription Enrollment / Upgrades Customers can enroll and upgrade SUBARU STARLINK subscriptions in several ways: At the time of sale (during the vehicle delivery process), via Subarunet After delivery: SUBARU STARLINK Customer Care Advisor ( ) Subscription Downgrades / Cancellations For all retail subscription package downgrades and/or cancellations, a customer must process the request through a SUBARU STARLINK Customer Care Advisor ( ). Note: Showroom / Demo / SSLP cancellations can be handled on the Retailer Inventory Dashboard. 29

30 How to activate a Showroom / Demo / SSLP vehicle 1 2 Log into Designate unit as Showroom / Demo. In the case of SSLP, no designation is required. On the left menu, click vehicles. Click Inventory Dashboard. 3 Once vehicles are designated accordingly, click on the applicable tab: Demo, Showroom, or SSLP. To enroll vehicle in SUBARU STARLINK Safety Plus & Security Plus package, click on the vin and then click Subscribe to STARLINK. Eligibility Status 4 5 Confirm Vehicle Information. Fill in Subscriber information.* Tester McTest TesterMcTest@abcsubaru.com 1234 Street Road Confirm information is correct Click Continue * Information entered in this sheet will populate future forms. Click NEXT 30

31 6 ADDRESS VERIFIER 7 REV: How to activate a Showroom / Demo / SSLP vehicle Subscription Package Confirmation Confirm the address. Review & confirm package selection detail Street Road, Cherry Hill, NJ US 8 Click OK Terms of Service Review Terms of Service and provide approval by checking the box. Click Activate Now 9 Completion Click NEXT Once you ve completed enrollment, you will receive this notification screen. The Subscriber will receive 2 s regarding enrollment. #1 MySubaru Account confirmation with username and temporary password (Safety Plus & Security Plus PIN required and initial setup can be done on MySubaru STARLINK Access STARLINK Profile/PIN #2 STARLINK Subscription receipt. Showroom SUBARU STARLINK enrolled showroom vehicles are intended to be used as demonstrators for customers. Any Retailer employee will be able to download the MySubaru App and demonstrate the App and Remote Service features, using the MySubaru login and password. 1) Upon enrollment of the STARLINK Safety Plus and Security Plus 1 Year Dealer Demo the retailer will be charged on the retailer s monthly AR statement. 2) Charge to the retailer is $80/year. If the subscription is cancelled earlier than 12 months a pro-rated amount will be refunded to retailer on the retailer s statement. All charges are one month in arrears. Demo Retailer employees that receive a Demo can subscribe to the SUBARU STARLINK Safety Plus & Security Plus package. 1) Upon enrollment of the STARLINK Safety Plus and Security Plus 1 Year Dealer Demo the retailer will be charged on the retailer s monthly AR statement. 2) Charge to the retailer is $80/year. If the subscription is cancelled earlier than 12 months a pro-rated amount will be refunded to retailer on the retailer s statement. All charges are one month in arrears. SSLP 1) Any SSLP vehicle equipped with SUBARU STARLINK will automatically be charged for the STARLINK Safety Plus & Security Plus product and will be charged on the retailer s AR statement once the SSLP vehicle has been drafted. The Retailer will be responsible for creating a subscription for each SSLP upon delivery and will be charged even if no subscription is ever created for that vehicle. 2) Charge to the dealer is $80/year for the STARLINK Safety Plus & Security Plus 31

32 SUBARU STARLINK Enrollment Bonus Program (ASCENT) ASCENT To be eligible for the STARLINK Launch bonus, you must have a W9 on file with Subaru of America AND if eligible for a certification, you must be currently certified (please refer to ASCENT program rules under Training on Subarunet for certification requirements by job title). The STARLINK Launch bonus is available for all retailer employees except those with job titles of Executive Manager, Sales Manager or F&I Manager. SUBARU STARLINK Subscription Plans & ASCENT Enrollment Bonus breakdown NOTE: Plan and Bonus information are subject to change. Please consult your Subaru District Team Manager(s) for current program details. 32

33 SUBARU STARLINK CPO Enrollment / CPO ASCENT Bonus Information SUBARU STARLINK CPO Enrollment Effective February 17, 2016, vehicles equipped with SUBARU STARLINK connected services that are certified, are eligible for the same STARLINK Safety and Security programs as new Subaru vehicles. After a vehicle is certified in Subarunet under the Certified Pre-Owned tab, a retailer can then activate the 1 year FREE Safety Plus plan or upgrade to one of the discounted multiyear packages. To activate or upgrade a CPO vehicle, a retailer would follow the same steps of a new vehicle by accessing the Delivery Process/Enrollment under the Vehicles tab. Changes to ownership should be reserved for Used and CPO vehicle transactions ONLY. All changes to ownership are subject to audit review. SUBARU STARLINK CPO Enrollment Bonus (ASCENT) CPO vehicles sold with an upgraded SUBARU STARLINK plan are also eligible for the SUBARU STARLINK bonus for ASCENT for eligible retailer employees*. Plans only available within the first 180 days of the original sale date. * Plan and Bonus information are subject to change. Not all Subaru retailers participate in the SUBARU STARLINK bonus for ASCENT plan for retail employees. Please consult your Retailer for participation and certification/job title requirements. 33

34 Contact Information Why would you call the SUBARU STARLINK(SXM) customer service line? Subarunet is down, and you cannot activate a customer s STARLINK. A customer wants to cancel or upgrade their STARLINK. A customer needs assistance with their Remote Services. A customer needs to reset their PIN code for their Remote Services. You are trying to enroll a new vehicle, but the FREE Safety Plus Service or the multiyear plans are not showing as an option. Why would you call the SUBARU IT Help Desk? SXM Customer Service Option # 1 If during initial enrollment, you did not use or apply a Promo code on a qualified vehicle you must complete subscription with a Customer Care Agent, have a credit card for the customer and have on hand your Retailer Code. You are experiencing an issue in Subarunet w/ specific portions of the Delivery Process (i.e. MySubaru Account Creation, Delivery Checklist, etc.). You receive a System not Available or a Your session has Timed Out message during the enrollment process. You are having difficulties printing the checklist, closing a window, continuing through the process, or would like to verify your computers compatibility SOA STAR ( ) Option # 4 Note: Option #3 connects you directly to Sirius XM for Enrollment and Remote Services Issues. Why would you call Customer Retailer Service (CRS)? You have an issue with the customer s MySubaru account such as incorrect name or address. You want to cancel the full customer enrollment (i.e. wrong vin, wrong customer, dealer traded vehicle with active subscription). A customer needs assistance with their Remote Services & the issue is related to their MySubaru account SUBARU 3 ( ) Option # 3 All Other Option # 3C Customer Agent Why would you call Care Connect Help Desk? You get an error message when attempting to schedule the 1 st Service appointment the first time