All 2016-2019 CX-9 owners should be aware the front bumper likely will crack due to a design defect. Mazda is well aware and issued TSB #09-022-20-3720. Hope yours cracks while still under warranty. If not, Mazda may "assist" you, but they will not pay the full cost of the repair.
I noticed mine while washing at 38,000 miles, just out of warranty. I took it to the dealer, whom said they'd had a few cases and they had to submit a case to Mazda and not to worry. To my surprise, Mazda came back and wanted me to pay about $350 or 22% of the repair cost. I politely appealed to Mazda Customer Service, arguing the bumper is not a wear item and as a common problem caused by a design defect and not me, they should cover the whole cost. After two weeks, I got a short reply stating the warranty department reviewed and approved some assistance and the offer was final. I called and was told the same thing, there was nothing else that could be done. Once the warranty department made a decision, it was final.
Needless to say, I'm shocked and extremely disappointed. I've owned three Mazdas, including an RX-8 which Mazda did go out of their way to cover and remedy their design defects. Given that experience and especially the company's intention of moving up market, I expected a much different outcome. The CX-9 is their signature and most expensive vehicle, failures like this should be unacceptable. I've never had any manufacturer respond in this manner and the atrocious customer service won't help them retain customers.
I noticed mine while washing at 38,000 miles, just out of warranty. I took it to the dealer, whom said they'd had a few cases and they had to submit a case to Mazda and not to worry. To my surprise, Mazda came back and wanted me to pay about $350 or 22% of the repair cost. I politely appealed to Mazda Customer Service, arguing the bumper is not a wear item and as a common problem caused by a design defect and not me, they should cover the whole cost. After two weeks, I got a short reply stating the warranty department reviewed and approved some assistance and the offer was final. I called and was told the same thing, there was nothing else that could be done. Once the warranty department made a decision, it was final.
Needless to say, I'm shocked and extremely disappointed. I've owned three Mazdas, including an RX-8 which Mazda did go out of their way to cover and remedy their design defects. Given that experience and especially the company's intention of moving up market, I expected a much different outcome. The CX-9 is their signature and most expensive vehicle, failures like this should be unacceptable. I've never had any manufacturer respond in this manner and the atrocious customer service won't help them retain customers.