Topic: Mazda Service Worst Ever?

[CyberNick]

About a month ago my 2007 Mazda 6 started having issues with the driver side window. I went to Kanada Mazda and told them that it's slow going up and I'd like it fixed. They look at it and tell me that it needs a $500 actuator that will be covered under warranty when it fails completely, but not before. Dumbfounded I say OK and drive off.

Last night the window would no longer go up at all. I send them an email letting them know that I'll be in the next day so they can put the window up and order the part. I get there and nobody's seen my email. They look it up on the computer and say OK, leave the car for a few hours, we'll do it. They call me an hour later and say well, it's not the part we said before, it's the switch on the door and the whole assembly all 4 of them costs $380 and we also don't have it in stock. I say OK go ahead with whatever it is, it needs to be fixed. I go to pick up the car and ask them if they knew the car is on extended bumper to bumper warranty. I get told that the warranty doesn't cover everything and did I read the small print then they hand me a brochure with small print highlighted stating that breaks, exhaust system, clutch,  bulbs, fuses, tires, wiper blades, etc. are not covered. I say OK, the switch on the door panel is not a consumable item. They tell me that if I spilled something on it, it could be what caused it and it will not be covered. They will submit the claim to Mazda and they will not be the ones deciding on it. I'm thinking WTF! but the only thing I said was: "Please order the part and get this fixed, regardless of who ends up paying, I need it fixed." and then I walked away, with the obligatory good night, etc., etc.

Then, I get back to my car and the drivers side window was covered with greasy fingerprints all over the inside and outside. I normally keep my windows very clean and that bugged me the entire way home.

I will never again buy another Mazda product! Love the products, hate the service!

[tortoise]

$hitty deal.  Though it sounds to me more like a dealership issue than a Mazda problem.

Have to been to Elite Mazda in Gatineau?  They have a pretty solid reputation from what I've read.

[johngenx]

I have rarely had positive experiences with dealer service departments.   They are loathe to change fluids and filters, instead preferring to charge for "inspections."  This is a quick way to inflate the bill without doing any actual work.  Seems most makes don't pay full pop for warranty work, so dealers go out of their way to avoid it.  The service writers never listen to me, instead selling "services" I don't want or need.

Truthfully, I am almost glad when a car goes out of warranty, knowing I never have to visit the dealer for any reason...

[CyberNick]

I have tried some of the other Mazda dealers in the Ottawa/Gatineau area.

Argus Mazda: I bought the car there. I got fed up with poor communication in English. I went there for a few oil changes with appointment only.   Then for a new battery after the original failed in just 3 years. I never suspected the battery because I was under the impression they last longer so I thought it was the symptom of something else, otherwise I would have changed it myself. They said they tested it and everything else is OK. I paid them $150 for the new battery. Didn't get much of an explanation from a Francophone with poor English.

Carling Mazda: I took my mom's Protege there several years ago. They looked at a problem with the lock and told me that it will be replaced under warranty. When the part arrives they were supposed to call me. Never heard from them. More recently in the sales department they didn't budge when I offered them $500 over invoice on the 6.  

Performance Mazda:  Bad ass sales experience buying the 6. Agreed to one thing verbally and tried to pass something else in the paperwork. I walked and never returned.

Kanata Mazda: My car was brought there by the collision shop for the first and second time. Then I brought it there for the same problem six more times. The real diagnostic and fix was done only after I called Mazda Canada to complain. Engine light kept coming on with code for massive leak in fuel vapor containment system. Every time I went I pointed out to them that the car had severe rear end damage and the problem could be from that. They kept insisting I didn't tighten the gas cap well enough. When they finally found the problem they said it was 3 drill punctures in the charcoal canister. Side window problem described above.

I haven't been to Elite Mazda yet. I am hoping that it will be better there when I go tomorrow for the newest problem that happened last night.

I got a coolant leak sometime during my drive back from Montreal. I am thankful that we got home OK and didn't get stranded on the highway. I only noticed it when I pulled in to my driveway when I saw a little steam from under the hood and the leak on the ground. None of the gauges indicated anything wrong. I got my flash light and did a visual inspection. I noticed the plastic cooling fan was off its hub and some dents in the shape of the fan on the inside wall of the radiator. I could not tell where the puncture was so I turned the car on and looked again. That's when I noticed several pin sized holes squirting coolant into the engine bay.

I think that should be a warranty repair no question, right? What do you guys think?

[articsteve]

Besides Suzuki and Mitsubishi, Mazda stores sell for cheap, relatively speaking.  Weak Canadian Distributor.

[Shnak]

When looking at the Tribute 5-6 years ago, what turned me off of Argus Mazda in Hull was that they didn't have any service shuttle, and don't even think of loaners. That in itself was enough not to buy from them. We bought from Promenade Kia in Gatineau, which offered full shuttle service to anywhere in Ottawa, and loaners when you made the appointment long enough in advance.

[5 Wheel Drive]

That's weird.  That sounds like something that should definitely be covered under the extended bumper to bumper warranty.

Friends of our's are picking up a new CX-7 from Kanata Mazda today.  The 3 they traded in for it has been serviced there.  They've never had any issues with them.

[Shnak]

That's weird.  That sounds like something that should definitely be covered under the extended bumper to bumper warranty.

Fyi... there's no such thing as a 'bumper to bumper' warranty anymore... they call it 'comprehensive coverage' now... and that's because wear items are excluded from the factory warranty now.

[ktm525]

I always chuckle when the local Lexus dealer's ads come on the radio. Complimentary espresso bar, free Lexus loaners, cars picked up and dropped off at your house. All nice of course but guess who is paying for all the fluff? $500 fall "inspections" 


Volvo had a classic one: "Inspect angle/bevel gear". When I quized the service advisor if they actually unbolted the unit from the transmission and inspected he sheepishly replied "no, they just look for drips". All yours for $100

[5 Wheel Drive]

That's weird.  That sounds like something that should definitely be covered under the extended bumper to bumper warranty.

Fyi... there's no such thing as a 'bumper to bumper' warranty anymore... they call it 'comprehensive coverage' now... and that's because wear items are excluded from the factory warranty now.

I probably used the wrong term.  I know wear items aren't covered.  I don't think CyberNick's window switch should be considered a 'wear item'.  The window switch went on my RSX the week after I sold it.  It was repaired under warranty by Camco Acura for the new owner, no questions asked.   

[Shnak]

That's weird.  That sounds like something that should definitely be covered under the extended bumper to bumper warranty.

Fyi... there's no such thing as a 'bumper to bumper' warranty anymore... they call it 'comprehensive coverage' now... and that's because wear items are excluded from the factory warranty now.

I probably used the wrong term.  I know wear items aren't covered.  I don't think CyberNick's window switch should be considered a 'wear item'.  The window switch went on my RSX the week after I sold it.  It was repaired under warranty by Camco Acura for the new owner, no questions asked.   

Oh, I agree with you, a window switch definitely should be covered under the comprehensive warranty. I was just pointing out that there's no such thing as bumper to bumper warranty anymore.

[CyberNick]

Fan and rad will be replaced under warranty chez Argus, they are the closest to my place. At first, I did get the standard "We'll have to send it in and see if they cover it" line. Whatever that is about, it's stupid for the dealers not to have that decision making power. Is that the way it is with other manufacturers or is it just Mazda?

Since I was there, I asked them to look at the window too and give me a second opinion. They say it was just missing some lubricant and everything works OK.

[Angry Chicken]

@CyberNick:  Wow!  Your service experience is confidence inspiring!   

I stay away from any of the Dilawri dealerships in Ottawa, and have actually had extremely good experiences with Performance Mazda.  Admittedly as I picked up my new Mazda3, I had to remind them about a verbal agreement I'd made with the sales manager about lease end expenses on our recently returned Mazda3 so that matches exactly with yours.

[Force]

Fan and rad will be replaced under warranty chez Argus, they are the closest to my place. At first, I did get the standard "We'll have to send it in and see if they cover it" line. Whatever that is about, it's stupid for the dealers not to have that decision making power. Is that the way it is with other manufacturers or is it just Mazda?

Since I was there, I asked them to look at the window too and give me a second opinion. They say it was just missing some lubricant and everything works OK.

All manufacturers. Above a certain value, or for certain repairs when the car is beyond a given age, they need approval from a warranty adjuster at the HQ.

[CyberNick]

Well I'm happy to report that I had a better experience at Argus Mazda this time. Not 100% though... 

I picked the car yesterday afternoon at 5 pm. They had it since the day before from 10 am, so almost 2 complete work days. Rental is charged for 2 days, Mazda picked up just one.

Everything looks OK, car exterior was washed, rims were cleaned up a bit and tires shined up. Under the hood looks OK too, fan assembly looks new, rad looks like a refurbished unit. Engine bay seems to have been lightly rinsed off, but residue must still be around because I can still smell burnt coolant, I hope that will dissipate soon.

Was told that on a second look window motor needs replacing, they have ordered the part and will call me when they have it. I hope they do call, if not I'll give them a call after a couple of weeks.

[CyberNick]

---- Original Message ----
From : CyberNick
To : MCIEP@mazda.ca
Subject : Service / Warranty Inquiries
Date : Fri, 14 Oct 2011 09:03:35 EDT

Vehicle was left at dealership for service on Tuesday, October 11, 2011 at 10 am, extended warranty covered service was completed on Wedensday at 4:30 pm, that's two complete work days. Car rental company charged 2 days for the replacement vehicle, dealership covered just one, excusing themselfs that Mazda Canada only covers one. I don't find it acceptable.

I would like to know if truly Mazda Canada only covers one day replacement vehicle under the extended warranty when repair work actually takes two days, and if so how is that justified as good customer service? Otherwise, please contact me to make an arragement to reimburse.

Nick

---- Original Message ----
From: MCIEP@mazda.ca
Date: Fri, 14 Oct 2011 15:30:33 EDT
To: <CyberNick>
Subject: RE: Service / Warranty Inquiries [INTR:125351]

Nick,

Thank you for taking the time to contact Mazda Canada. We welcome correspondence from Mazda owners and are pleased to offer any clarifications.

For vehicle repairs covered by the Mazda Added Protection (MAP), customers are NOT entitled to a rental vehicle until the vehicle has been at the dealership for 24 hours.

If you have any other questions or concerns, please feel free to contact us at 1.800.263.4680.

Best Regards,
Michelle – Customer Relations Coordinator
Mazda Canada Inc.


---- Original Message ----
From : CyberNick
To : MCIEP@mazda.ca
Subject : Re: Service / Warranty Inquiries [INTR:125351]
Date : Fri, 14 Oct 2011 15:41:21 EDT

Did you read my email? My vehicle was at the dealership for more then 24 hours. Rental vehicle was charged for two days and you covered only one. Not good customer service.

Nick

---- Original Message ----
From: MCIEP@mazda.ca
Date: Fri, 14 Oct 2011 15:51:03 EDT
To: <CyberNick>
Subject : Re: Service / Warranty Inquiries [INTR:125351]

Nick,
 
I understand. You are not covered for the first day the vehicle was at the dealership. Thus, you would only be covered for one day.
 
Best Regards,
Michelle - Customer Relations Coordinator
Mazda Canada Inc.

---- Original Message ----
From : CyberNick
To : MCIEP@mazda.ca
Subject : Re: Service / Warranty Inquiries [INTR:125351]
Date : Fri, 14 Oct 2011 16:42:42 EDT

In the process of purchasing the coverage it was implied that Mazda will cover replacement vehicle if repairs take more then 24 hours. It was not mentioned that I must cover the first 24 hours.

Nick

[Careener]

ROFL at the part of their e-mail that teads "We welcome correspondence from owners"..
I flippin' hope so...sounds like they are going out of their way when they accept to respond to an e-mail from one of their customers.

[ktm525]

Anyone else cringe when a dealership has washed your car?

[mrthompson]

[Pleem]

I understand your situation perfectly, Nick.  I've had service done by several Ottawa Mazda dealerships over the last ten years  but Kanata Mazda exclusively since they opened (convenient location - very close to home).  I don't have a great deal of confidence in any of them and one of the reasons I'm not buying Mazda again.  None of the experiences have been exceptional, at best satisfactory, occasionally abysmal.  Carling Mazda was the worst.  Example: four visits to fix a faulty oxygen sensor; regular reminders to get a vehicle type I didn't own in for routine service.  There is an an independent shop in Kanata that I use semi-regularly.  No cheaper than any of the delearships but honest, reliable and do very good work.