Thanks for your response. I naively expected REI to own this issue because they wouldn’t sell the rack to me without looking at the car first to check compatibility. To me that implies culpability. Oh well, it worked out for me. But others are apparently suffering the same fate according to Thule. In terms of what failed, more precisely, the hitch pin was not a through pin but rather a small spring loaded pin that “clicks” in. This is so lazy, obviously designed so one can quickly insert, tighten the retaining wedge and click the safety pin into the hole. Unlike our Kuat, and every other thing I tow having a hitch pin that travels all the way through with a cotter pin securing it. Saves maybe two steps??? Thule could dump this design and do it the old fashioned way, and Subaru OEM receivers will forever be fine. I will attempt to attach screen shots. The receiver hitch pin hole depth on the Forester has a mere 3/4” depth for the Thule the safety pin. One could in theory place the insertion much farther in and tighten the retaining wedge, but then no way to use the hitch pin hole for backup. The problem is the Thule spring loaded pin does not go all the way through the receiver. Rather, it sits just inside the hole on the receiver. I assume the jostling allowed pin to pop out of the hole or the spring failed. The current on-line manual dated 2020 has no “quick install” page like my printed manual (we purchased 2018). Also, the 2020 manual has clear, bold depth recommendation of >1.5”. The Subaru receiver depth is less than half that.