Subaru Customer Service

Getting hold of someone at Subaru takes a time investment, but it is not impossible if you're willing to spend the time. However, don't expect to get through the directory quickly, and make sure you listen carefully to the options. Also, while the second directory instructs you to press buttons, the first one allows you to say or enter the number and it will pick up background noise. Therefore, you want to make the phone call in a quiet place or you will end up fighting with the message "I didn't understand that" which prompts the directory to repeat. 

When you first call, an automated speaker greets you by saying "Welcome to Subaru of America's National Advocacy Service Department." Then a Spanish message plays and the same voice states that they are happy to assist you and notes that the call may be monitored or recorded. The system presents an extensive list of options. 

The automated directory instructed that if I knew my party's extension I could enter it now, or press 2. It then said if I wanted to speak with Subaru's roadside assistance, to press 3. To find the nearest Subaru retail center near me, I was told to press 4. For questions about the Subaru connect system, Starlink, or vehicle map updates I should press 5. For questions and inquiries about the Suburu class action settlement, I could press 6. It then said that for all other inquiries, I could press 7. 

The reason for my call was to find out if my roadside assistance was still valid because I realized I had owned my vehicle for a reasonable amount of time. Therefore, I chose option 3. I simply said it this time and the system picked it up. This led me to another set of prompts. 

It instructed me to press 1 if I was calling for the first time and my vehicle was currently disabled or required roadside assistance. It then said Subaru employees should press 2 and for all other calls press 3. Once again 3 was the best fit and after I chose it, the same recorded voice told me that if this was a medical emergency or my safety was at risk then I should hang up and call 911. It then asked me for a valid phone number to start my service call and noted that smartphones are preferred. 

It had me say my phone number and repeated it back to me before asking if I was looking to open a new roadside service ticket. I said no. Then it said it may be able to still assist me, do I need help with towing, battery service, or something else? So I said something else. When I said something else it once again repeated that it still may be able to assist me and gave me the same options. 

This happened three times before finally it said let me connect you to an agent to better assist you. At this point, I had been on the phone for five minutes. Once the hold music started, it took about ten minutes to finally talk to someone. However, I should note I called late afternoon on a weekday, so it may have been a busy time.