Need help contacting Mazda Engineering for a warranty repair

[MikePlaysGuitar]

Hello,

I have a 2015 CX5 that went in to the dealership for a warranty issue. The dealership has been good to us, but the situation was elevated to Mazda Tech and now to Mazda Engineering. I need my issue resolved as it's been dragging on for a while. Does anyone know how to contact Mazda Engineering so I can speak with them?

Thank you.

 

[SomeGuyFromNYC]

I doubt you can directly talk to engineering. When I had issues with my Ford Focus, eventually it was escalated to where a Ford Engineer actually came to the dealership and looked it over himself. That would be the time to talk to them. Of course the engineer found nothing wrong....

 

[MikePlaysGuitar]

Ugh - that's not what I want to hear... What was the turnaround time to get your vehicle back from the time you took it in? I basically want to call them, or someone, to get them to make it a priority. The dealership said they're giving them all the information they're asking for in a timely fashion, but it's taking time for the Mazda Tech and Engineering to get to it. I don't feel that I'm special or should be able to jump ahead of others who are ahead of me, but I would really like this to be given more priority than it appears to be getting.

 

[SomeGuyFromNYC]

Once again this was with Ford, not Mazda, so maybe Mazda works differently (doubt it). However, with me, the point the engineer came down, was after I went through the BBB. It resolved nothing. The engineer only looked at it for about 2 hours before determining there was no problem and it was all "road conditions". It guess it depends exactly what your issue is, may take longer or less.

 

[limleong]

Hello,

I have a 2015 CX5 that went in to the dealership for a warranty issue. The dealership has been good to us, but the situation was elevated to Mazda Tech and now to Mazda Engineering. I need my issue resolved as it's been dragging on for a while. Does anyone know how to contact Mazda Engineering so I can speak with them?

Thank you.

Would you mind sharing what the issue is. Engine, electronics, chassis or trim ?

 

[erhayes]

I each area has a "representative" that the dealer calls if there is an unresolved issue with a customers vehicle. While the Rep is usually knowledgeable with the vehicles, I don't think they are engineers, as in MEs or EEs but, "field engineers". They usually make rounds to each of the dealers in turn unless there is an obvious real safety issue as "an emergency in your mind does not mean an emergency in their mind".

 

[MikePlaysGuitar]

Would you mind sharing what the issue is. Engine, electronics, chassis or trim ?

The issue is electrical, I think. Basically, the issue is intermittent and has progressed from the following dashboard indicator lights: TPM, ABS, Traction Control, Red Key, and Brake with a CEL of U0155 to a full out dance party of lights on the dashboard including a dimming of the far right gauge and radio and the speedometer and tachometer needles dropping between actual speed/revs to 0 and back over and over. When the dashboard is freaking out, the car drives along like nothing's wrong what-so-ever. Turning off the car clears all the lights except the CEL.

The dealership suspected a loose ground and found a couple lose/bad grounds behind the front bumper cover. When that failed to fix the issue, they sent data to Mazda Tech for 3 days with no luck. Now it's with Engineering.

The image below was taken while driving a steady 30-40 MPH.

 

[russiankid]

In the past, I had issues with the transmission in my 2012 Scion tC. After two visits to the dealer and get the run around and no returned phone calls, I was able to get a hold of a customer service rep at Scion head quarters. I do not remember if I just contacted their general customer service, but overall I was very furious and expressed my concerns to the rep. The rep was able to contact a different dealer, schedule an appointment for my vehicle to be dropped off AND and engineer to be there that day to take a look at it. In addition, they paid for a rental car for the day of the diagnose by the engineer. The end result was that a new transmission was installed. So my advice is to try to find a Mazda headquarters number and call them and explain that you have tried to resolve this issue more than once.

 

[yrwei52]

I have a 2015 CX5 that went in to the dealership for a warranty issue. The dealership has been good to us, but the situation was elevated to Mazda Tech and now to Mazda Engineering. I need my issue resolved as it's been dragging on for a while. Does anyone know how to contact Mazda Engineering so I can speak with them?

When I was dealing with all kind of issues on our VW Jetta, Vanagon, Passat, like erhayes said, I could make an appointment with a regional service manager from VWoA. At least that guy I'd met was very knowledgeable. He actually replaced whole engine compartment harness by himself on Vanagon. I'm not sure Mazda is doing the same way, but you can always ask your service manager or Mazda's Customer Experience Center to find out if you can meet someone dispatched directly by Mazda North American Operations.

That been said, you should ask for a free loaner car as the repair is taking a long time. Once you have a loaner car, you should just be patient and wait until MNAO fixed your CX-5. Your problem seems no longer to be intermittent now and that's a good thing. I also suspect it could be as simple as grounding issue. Make sure to ask what kind of problem they eventually found and how did they fix it afterwards.

Good luck!

 

[craigo]

That does sound like a bad ground, a damaged wire or module. It can take a surprising amount of time (and therefore money to be reimbursed) to hunt something like that down if the usual suspects don't work.

 

[Unobtanium]

Hello,

I have a 2015 CX5 that went in to the dealership for a warranty issue. The dealership has been good to us, but the situation was elevated to Mazda Tech and now to Mazda Engineering. I need my issue resolved as it's been dragging on for a while. Does anyone know how to contact Mazda Engineering so I can speak with them?

Thank you.

I had issues with my Nissan 370Z that got forwarded all the way to NNA, and resulted in a press release to dealership service dept's/was the same issue that did. At no point did I get to speak with ANYONE in engineering. Only the idiots at NNA. I did get a check in the mail for at least some of the money I spent trying to fix their problem, though. They ended up buying me new pads and rotors, OEM.

 

[Unobtanium]

The issue is electrical, I think. Basically, the issue is intermittent and has progressed from the following dashboard indicator lights: TPM, ABS, Traction Control, Red Key, and Brake with a CEL of U0155 to a full out dance party of lights on the dashboard including a dimming of the far right gauge and radio and the speedometer and tachometer needles dropping between actual speed/revs to 0 and back over and over. When the dashboard is freaking out, the car drives along like nothing's wrong what-so-ever. Turning off the car clears all the lights except the CEL.

The dealership suspected a loose ground and found a couple lose/bad grounds behind the front bumper cover. When that failed to fix the issue, they sent data to Mazda Tech for 3 days with no luck. Now it's with Engineering.

The image below was taken while driving a steady 30-40 MPH.

I'd begin talking about Lemon Law/Courtesy Buy Back. I'd start with Courtesy Buy Back if they can't fix that in a timely fashion. Keep a receipt from EVERY cost this causes you, from rentals to your friend's gas that they spend driving you around while the CX-5 is in the shop.

 

[MikePlaysGuitar]

I'd begin talking about Lemon Law/Courtesy Buy Back. I'd start with Courtesy Buy Back if they can't fix that in a timely fashion. Keep a receipt from EVERY cost this causes you, from rentals to your friend's gas that they spend driving you around while the CX-5 is in the shop.

From what I read so-far, the PA lemon law is 30 days in the shop and 1 year or 12,000 miles - whichever comes first. Good call. I'll look into that if we don't get satisfaction soon.

 

[SomeGuyFromNYC]

From what I read so-far, the PA lemon law is 30 days in the shop and 1 year or 12,000 miles - whichever comes first. Good call. I'll look into that if we don't get satisfaction soon.

Make sure every time you bring it to service you say the EXACT SAME CONCERN IN THE EXACT SAME WORDS, EVERY TIME. This is very important when it comes to lemon law cases. They will look at the work orders and determine if it was the same issue or not - and if it was, this will greatly help your case.

 

[MikePlaysGuitar]

Thanks everyone. Tomorrow is Monday, so I'll update this once I figure out what's going on. Especially if they fix it, I'll post the fix. Maybe it will help someone else out in the future.

Mike

 

[MikePlaysGuitar]

Hello - an update on this. First, I feel like I need to say we are having a great dealer experience. Dealer experiences can vary greatly, but mine is being very good about all this. Mazda corporate customer service, not so much. Mazda did finally authorize the replacement of the instrument panel after 7 business days of hearing nothing from them, which makes me happy that there's finally some movement on the case. It will be in tomorrow and installed. I'll let everyone know how that goes and if it fixes the issue. My ultimate goal of this post, from this point forward, is anyone having a similar issue might be able to search on this and find the cause and fix. I'm not sure if that requires a new topic started in another section of the forum or not since we've veered off topic a little. Thanks everyone for your help and suggestions along the way.

 

[yrwei52]

Hello - an update on this. First, I feel like I need to say we are having a great dealer experience. Dealer experiences can vary greatly, but mine is being very good about all this. Mazda corporate customer service, not so much. Mazda did finally authorize the replacement of the instrument panel after 7 business days of hearing nothing from them, which makes me happy that there's finally some movement on the case. It will be in tomorrow and installed. I'll let everyone know how that goes and if it fixes the issue. My ultimate goal of this post, from this point forward, is anyone having a similar issue might be able to search on this and find the cause and fix. I'm not sure if that requires a new topic started in another section of the forum or not since we've veered off topic a little. Thanks everyone for your help and suggestions along the way.

Glad to hear things finally start moving for you. Have you had a free loaner car from Mazda while you're waiting for parts?

 

[MikePlaysGuitar]

Glad to hear things finally start moving for you. Have you had a free loaner car from Mazda while you're waiting for parts?

The dealer offered to pick up the bill for a rental through Enterprise, but we ended up not getting it. The location to pick up the rental was kind of out of the way, so we tried to go without it. If it dragged on any longer, I was fully prepared take them up on it, but glad we didn't have to. I guess they didn't have any loaners on the lot or they were all being used at the time.

 

[MikePlaysGuitar]

I'm back with an update. So, here's what's up and I need to vent my frustration. I took my CX5 in on Monday August 3 with the issue first described. I was told it was a bad ground and the ground was fixed. Started to drive home and it happened right away. We turned around and took it back to the dealer immediately. Our dealer was working with Mazda Tech for a couple days and it was escalated to Mazda Engineering. After a week, Mazda gave the approval to have a new dash module installed to fix the problem. A new module was sent, but it needed to be sent away to be reprogrammed with the mileage from the old dash module - I was told 2-3 days to get it programmed, returned, and installed. 5 days later (today), it's back at the dealer and being installed... Another week off the road. So far it has been off the road 13 business days (15 days total with weekends). I got a call from the dealer saying that the dash module didn't fix the issue and they have to start over again with a call to Mazda Tech Monday morning (today's Friday).

My wife and I are beyond mad. I actually received a call from someone at Mazda Corporate and they left me their contact number and asked that I call if I have any questions. You bet we're calling! But when we call the number, it says the phone system cannot take any calls because of technical problems! Are you kidding me??? This is the third attempt at the same issue and 15 days off the road and 2 more days for the weekend with nothing being done at all. I'm thrilled that I get to make a car payment on a car I haven't been able to drive.

Needed to vent. So mad right now. I understand electrical issues can be a pain to track down, but seriously?

 

[paris1]

Maybe you need to start thinking "lemon law".