I have a 2009 STi that has recently started leaking oil somewhere on the exhaust causing a burnt oil smell. It is a minor leak, as I have not had to add oil since my last change 2,500km ago, but annoying nonetheless. The last time I changed my oil - I do most of the service myself, I noticed that there was oil on the passenger side of the engine, about half way up the motor, and figured an oil seal had gone, possibly around the variable valve servo, and I needed a professional to sort out this problem. The service department at Downtown Subaru came back with the diagnosis that the oil drain plug was leaking. I asked the service associate if they could please look on the passenger side of the engine as it is impossible for oil from the drain plug to get anywhere near the exhaust, and he said he would have his tech take another look. He came back with the same diagnosis and wanted to fix the drain plug, and perform an engine shampoo for roughly $75 and then look for any other leaks. I asked if they even looked at the passenger side of the engine and got no response. I then said I am not paying for an engine shampoo because I have a pretty good idea what the problem is, and they just need to have a look where the real leak is. The response from the associate was that I free to get a second opinion and I can come and get my car anytime. I can't tell you how shocked I was.
When I picked up my car, I expressed my dismay to the associate and he said that his tech has 30 years of experience and he knows what the problem is, and completely ignored any suggestion I had. The service manager said the exact same thing. The implication was that this service tech knows everything, and I am an idiot. I begged them to look where I found the oil coming from, and they just said "no, we are only going to do what our tech says.".
I thought the customer was always right, but not at Downtown Subaru.