Author Topic: Kudos to Mazda for doing the right thing (Read 4864 times)

slybry · « **on:** March 30, 2009, 05:04:31 pm »

I have to post some great news about my experience with Mazda today.

I had just recently bought a 2005 Mazda 3 Sport. Only after I bought it I found rust in the rear wheel arches. I was pissed off and depressed to see such rust on a 2005.

I went to 2&20 Mazda today (West Island of Montreal) and showed the Warranty Manager the rust. I told him I knew it was a common problem with these cars.

He examined it and just simply asked me when I could bring my car in to get it repaired. It was that simple. Not pictures, No requirement for review/approval with Mazda Canada. Just a simple "yes we will fix it".

One wheel well has a lot of rust the other just a couple tiny specs. He is going to fix both. That amazed me. He told me the are actually going to cut the fenders and replace the metal. He was indicating maybe a 4 inch wide strip around the wheel.

I know rust is a chronic problem with these cars and I know Mazda should fix it. But regardless I was amazed at how easy they made it for me. I am also amazed their fix is more than just sanding and painting and will actually involved new metal.

I am bringing it in on 13 April. They will have my car for 5 days.

Once done I will get the car sprayed and smear grease in all the vulnerable spots (like inside wheel well).

Bravo Mazda for doing the right thing.

PS: He told me that as of 2007 the Mazda 3's had changes done to address this rusting.

Angry Chicken · « **Reply #1 on:** March 30, 2009, 05:06:14 pm »

That's absolutely awesome news! I'm very happy that Mazda is standing behind their product. I'm sure that they will have you as a customer for years to come.

sirAQUAMAN64 · « **Reply #2 on:** March 30, 2009, 05:11:39 pm »

In my experience and from what I've heard, Mazda Canada always does the right things for customers whether it's warranty or goodwill. From the old rotary engine nightmare, to optimistic published HP numbers, to my parent's experience with their '90 MPV transmission just out of warranty. Do think highly of them for it.

carcrazy · « **Reply #3 on:** March 30, 2009, 05:22:15 pm »

Great news Slybry! Now remember after you get it fixed, take the rear wheels off and stick your head inside the wheel well. You should rust proof any grey spot you see in there (eventually use a mirror to look at the back of the lip).

Zombie · « **Reply #4 on:** March 30, 2009, 05:32:37 pm »

I seem to recall there being a long thread on that rust issue in this forum. So in your case it looks like Mazda has done the right thing but how many people had to complain about that same issue before they started fixing it no questions asked. Also in your case since you just bought it you probably could have returned it.
Good news non the less.

carcrazy · « **Reply #5 on:** March 30, 2009, 05:46:36 pm »

Quote from: Zombie on March 30, 2009, 05:32:37 pm

I seem to recall there being a long thread on that rust issue in this forum. So in your case it looks like Mazda has done the right thing but how many people had to complain about that same issue before they started fixing it no questions asked. Also in your case since you just bought it you probably could have returned it.
Good news non the less.

He bought it private used. I doubt he could return it.

sailor723 · « **Reply #6 on:** March 30, 2009, 05:57:47 pm »

You know,being a success in the car business isn't really all that complicated.....build a reasonably decent car at a price that represents decent value. When things go wrong with your products (and they will) fix it for your customer without making them jump through a bunch of hoops.

Glad things worked out for you.

Brigitte · « **Reply #7 on:** March 30, 2009, 06:30:49 pm »

Hmmm... this thread doesn't really belong in this section, so I'm going to move it to Technical Questions. I will also post a link to this happy ending in the "My Mazda is a Rustbucket" thread in Moan & Whine. That way, anyone following that thread can read the good news in this one, and possibly take steps to remedy their situation.

Thanks for sharing the outcome, Bry. This is very valuable information!

Squishy · « **Reply #8 on:** March 30, 2009, 06:34:34 pm »

Do you know what it cost to do this repair? I have major rust issues on the rear fender of my Escape; eventually I'll have to cut it out, and I don't think I have time to learn welding and painting.

Brigitte · « **Reply #9 on:** March 30, 2009, 06:39:06 pm »

Quote from: Squishy on March 30, 2009, 06:34:34 pm

I don't think I have time to learn welding and painting.

Why not? Are you in your 80s or something?

Squishy · « **Reply #10 on:** March 30, 2009, 06:41:15 pm »

I ate over a pound of bacon yesterday. I don't have much time left.

Angry Chicken · « **Reply #11 on:** March 30, 2009, 06:54:07 pm »

Quote from: Squishy on March 30, 2009, 06:41:15 pm

I ate over a pound of bacon yesterday. I don't have much time left.

Ahhhh! You had a bacon explosion, did you? http://www.nytimes.com/2009/01/28/dining/28bacon.html?_r=1

Squishy · « **Reply #12 on:** March 30, 2009, 07:04:18 pm »

Holy. Crap.

No, I just ate a pack of bacon because I couldn't be bothered to reseal the package. I'll have to try that recipe if I survive the week.

Leviathan · « **Reply #13 on:** March 30, 2009, 10:19:12 pm »

Bacongratulations on the great service & product support yer getting there Slybry

Brigitte · « **Reply #14 on:** March 31, 2009, 12:09:15 am »

Quote from: Squishy on March 30, 2009, 06:41:15 pm

I ate over a pound of bacon yesterday. I don't have much time left.

Thanks for the laugh. I needed it today.

dr_spock · « **Reply #15 on:** March 31, 2009, 12:34:42 am »

That's good news, the dealership willing to fix rust, not the pound of bacon.

slybry · « **Reply #16 on:** March 31, 2009, 06:51:43 am »

Just a tip for others with same problem. I did not walk into dealership and swear up and down and call the Mazda product a P.O.S. I went in with a smile on my face and explained politely what the problems were. I told the manager that I loved the car and its driving dynamics but was devastated to find the rusting problem.

It was raining so I even brought a mat for manager to kneel on when inspecting the car.

Being nice and a pleasure to deal with is the best way to have success. You want to be someone they want to help not someone they want to get rid of. It works for me most of the time.

Had they not come through for me I would have taken a more aggressive approach. I would have been polite but determined. I would have talked about being an active member in this Forum, written Mazda Canada and stated that I would be hesitant to ever consider a Mazda product in future. I would have also brought to their attention that the 1997 (12 year old) Acura I am replacing has less rust than this Mazda. Due to their responsiveness I never had to do any of this.

Angry Chicken · « **Reply #17 on:** March 31, 2009, 08:10:24 am »

Quote from: slybry on March 31, 2009, 06:51:43 am

My grandfather (a very wise man) had a saying, "The squeaky wheel gets the grease. Once!"

sailor723 · « **Reply #18 on:** March 31, 2009, 11:13:51 am »

You're right. It costs nothing to be polite and considerate and it often pays off in spades.

barrie1 · « **Reply #19 on:** March 31, 2009, 08:08:12 pm »

Its always nice to see a company stand behind their product for a issue like this. Good for them.