'14 GT radio - going for service...

[garyd9]

I'm going to be bringing my 2014 CX-5 GT in for service Wed, and I'm trying to type up a list of things for them to look at AND to document. While I'd love for them to "fix" these things, I really don't think it'll happen based on what I'm seeing on this forum. I really just need to get this stuff documented for now. (Yes, for legal reasons... but that's a different topic.)

While I realize that there are MANY other issues, I wanted to keep the list reasonable, centered on a specific area, include things that are easily documented/repeated, and are items that are important to me. If only these items were to get fixed, I'd walk out a happy customer.

For each item, I needed a short sentence that summarizes the problem (for inclusion on the service order) and a longer description that the service techs can use to repeat the problem. Below is what I've come up with - I'd like any feedback on these specific items. What I'm looking for in replies are errors in my descriptions or problems with my "summary sentences." Please don't reply to add your own wish lists, or to attack mine...

1. iPod disappears after changing radio mode:

Start the car, put the radio into "iPod" mode, and wait for it to start playing music. Once the music starts, change the stereo into another mode (such as Sirius.) Wait 10 seconds. Put the car back into iPod mode. Note that the iPod is no longer detected. EXPECTED: The car should see the already detected iPod and immediately start/resume playing.

2. iPod playlists play wrong songs in playlists:

Start the car, put the radio into iPod mode, and wait for it to start playing. Choose the "iPod menu" option to navigate to select a playlist. Select a specific playing, then select the first song on the playlist. Note which song is actually playing. Choose the "iPod menu" option ang again navigate to select a playlist. Choose a DIFFERENT playlist from above and select the first song on the playlist. Note which song is actually playing. Either once or both times doing this, the selected song will not play, but a different song (from another playlist) will actually be playing. (If this works properly for one given playlist, it won't work properly for any other playlist.)

3. iPod takes a VERY long time to start up EACH time the car starts:

Start the car with a fully loaded iPod connected. (For testing, an iPod with 30 GB of songs is available.) Note that the car takes quite a bit of time before the iPod is ready to play. (If you change radio modes while it's still loading, and then change back to iPod mode, it's possible that the iPod won't ever fully load due to another bug.) This would be reasonable if it only happened when the iPod was initially plugged in. However, this happens EVERY SINGLE TIME the car is started (assuming a 5 to 10 minute delay between stopping and starting the car.) With a nearly full 120GB "iPod classic" (which mazda specifically supports), the delay times are in excess of 20 minutes, making the iPod support completely useless for daily commutes.

4. iPod doesn't resume playback when car is started:

Start the car, put the radio into iPod mode, and wait for it to start playing. Choose a specific playlist (and be amused when it plays something completely different.) Stop the car and wait 5 minutes. Restart the car. Wait several minutes for the iPod to start playing, and note that does not resume playback from where it left off, but seems to start playing the first song on the entire iPod (when sorted alphabetically.) To contrast this, do the same test with a CD pre-loaded with mp3 files (one will be left in the car for testing.) Note that with the CD loaded with mp3 files, it resumes properly. It also resumes properly when playing a music (CD-DA) CD.

 

[jtcx5]

You can add:

5. USB doesn't resume playback where it left off when re-starting car

To me, this is the worst of all these problems because USB would be the ideal media for car music.
(large capacity, erasable)

6. iPod doesn't connect at all if too many songs (ipod error message displayed)

7. shuffle button disabled when playing music from iPhone/iPod via bluetooth (also repeat button disabled)

 

[garyd9]

I'd like any feedback on these specific items. What I'm looking for in replies are errors in my descriptions or problems with my "summary sentences." Please don't reply to add your own wish lists, or to attack mine...

You can add:

wow. sometimes people just amaze me.

 

[jtcx5]

My bad, didn't read the bold text - was trying to help. Good luck!

 

[Tuktanuk]

The Ipod is connected to the USB therefor jtcx5 was correct in his USB statement. Weather it's an iPod or any other item plugged into the USB it's STILL a USB play back issue.

As for Gary posting these issues.... I wish you luck but seriously doubt that you will see much success with the dealer. Keep us posted.

Issues 3-4 for certain are not just for an iPod.

 

[disco672]

For what its worth. Signing this may get some results from Mr. Mazda. Its not just the CX-5 that's impacted. http://www.change.org/petitions/maz...update-head-unit-software-for-the-2014-mazda6

 

[garyd9]

I've already signed the petition. As for the issues being iPod vs USB -- I realize that, but I needed to keep the list as "simple" as possible. These are service technicians (aka "part changers") we're talking about, and if you introduce variables, it tends to result in the issues being ignored (or magically not being able to be repeated.)

As well, Mazda very clearly claims compatibility with certain specific iPod devices running specific versions of firmware. When I give a service tech one of those listed iPods to repeat the problem with, they won't be able to claim that it's not a supported device. I don't have any other (USB based media) devices that Mazda specifically claims support for, and they don't actually claim that all USB sticks are supported.

Anyway, I'm quite confident that if/when Mazda fixes the issues for the iPod, that the USB problems will also go away.

 

[garyd9]

I just got a call from my dealership to come and get my car. He was nice enough to summarize their "findings" over the phone (after being clear that the dealership DID repeat each of the conditions I reported...)

1. iPod disappears after changing radio mode

They are ordering a replacement radio to try and resolve this one. (LOL - this issue is actually on Mazda's website as a "known" that will require a firmware update.)

2. iPod playlists play wrong songs in playlists

Mazda told the dealership that this is normal depending on how you load the songs on the iPod. (what??? they were loaded with iTunes....)

3. iPod takes a VERY long time to start up EACH time the car starts

Mazda told the dealership that this is normal for mp3 files, and that they wouldn't take that long to load if they were all songs purchased from the apple store. (the service adviser quickly reminded me that this is what Mazda told them, and their hands are tied by that.)

4. iPod doesn't resume playback when car is started

Mazda told the dealership that this is normal and it's not supposed to resume playback. I told the dealership that my CD player must be broken then, because it DOES resume playback... the service adviser suggested I call Mazda directly to resolve the discrepancy.


---

So, none of this was entirely unexpected. Actually, ordering a new radio for #1 was a complete surprise. I expected to hear "we know about the problem and will be sending out a firmware update to resolve it eventually.) I wonder what will happen after they replace the radio if/when #1 still occurs...

As for the rest of the items, I can't take further action until I have the radio replaced. I need all 4 items in a "will not fix" state before I take the next steps... (and those steps don't include phone calls.. I need things in writing.)

 

[disco672]

I just got a call from my dealership to come and get my car. He was nice enough to summarize their "findings" over the phone (after being clear that the dealership DID repeat each of the conditions I reported...)

1. iPod disappears after changing radio mode

They are ordering a replacement radio to try and resolve this one. (LOL - this issue is actually on Mazda's website as a "known" that will require a firmware update.)

2. iPod playlists play wrong songs in playlists

Mazda told the dealership that this is normal depending on how you load the songs on the iPod. (what??? they were loaded with iTunes....)

3. iPod takes a VERY long time to start up EACH time the car starts

Mazda told the dealership that this is normal for mp3 files, and that they wouldn't take that long to load if they were all songs purchased from the apple store. (the service adviser quickly reminded me that this is what Mazda told them, and their hands are tied by that.)

4. iPod doesn't resume playback when car is started

Mazda told the dealership that this is normal and it's not supposed to resume playback. I told the dealership that my CD player must be broken then, because it DOES resume playback... the service adviser suggested I call Mazda directly to resolve the discrepancy.


---

So, none of this was entirely unexpected. Actually, ordering a new radio for #1 was a complete surprise. I expected to hear "we know about the problem and will be sending out a firmware update to resolve it eventually.) I wonder what will happen after they replace the radio if/when #1 still occurs...

As for the rest of the items, I can't take further action until I have the radio replaced. I need all 4 items in a "will not fix" state before I take the next steps... (and those steps don't include phone calls.. I need things in writing.)

 

[disco672]

Keep us updated when you get the new radio!. Hope its all fixed.

 

[howlin4you]

Subscribed. Your descriptions are spot on to what I'm experiencing in my 2014 CX-5. I don't expect much of an outcome but I intend to take this up with my dealer as well.

Did you get the new radio yet? I'm guessing it will be/was the same.

 

[garyd9]

... a quick update (without full descriptions)

The dealership installed the new radio. When I went to pick it up, the service adviser claimed that the playlist issue I've been having went away, but the problem with the ipod disappearing when switching modes is still there.

Of course, the first thing I did when I got in my car (after checking to see if the dealer damaged anything) was to check what was supposedly fixed. It wasn't. I went back into the dealership and told the adviser that I'm still repeating that problem. He basically said that there's nothing else that they can do with the problems. I asked if he would at least go out to the car and see that the problem still repeats (so that the service order can PROPERLY document that its not resolved) and he refused. (I later found out that this particular service adviser had resigned and that was his last week working there.)

Mazda's customer relations, as usual, was useless. The woman put me in touch with Mazda's "handsfree systems tech support" which was basically useless as they finally figured out that a 5th generation iPod doesn't have bluetooth so it's outside of what they are responsible for. The woman also said she was trying to get a hold of the dealership again to talk to the service manager, but for some reason over the course of two days she was never able to get a hold of anyone. She also claimed that she was trying to get a hold of a regional person, but after two days all she managed to do was leave a message on regional's voice mail and have the regional person leave a message (that she claims she didn't understand) on her voice mail.

You might be noticing a pattern with Mazda's customer relations: They are promising that they are doing quite a bit, but even the smallest things seem to take them days and days to do. In truth, the ONLY actual "action item" that they've done so far is to forward me to mazda's handsfree team.

I'm going to be making another service appointment (same dealership as they are the ONLY mazda dealership near my work) this week. If nothing else, I need to have it documented that the playlists still aren't working. If it's not on paper, it never happened.

Take care
Gary

 

[garyd9]

I forgot to mention... the new radio added something new to my complaint list: The right edge of the touchscreen doesn't work. So, instead of fixing anything at all, they only made matter worse.