How does one actually get through to Corporate Mazda Customer support?

[DennisT]

Our 2019 CX-5, which we purchased new, has always left us with chilly legs and feet since new, every time the weather is the least bit cold. Several times I have tried to resolve this with the dealer and had no success. (See separate post of mine below in forum) So I tried to find a contact for corporate Mazda. Yes, there is a nicely presented website for corporate Mazda, but contacting them is another matter. They offer immediate, "chat." But all chat openings are busy.....always. They offer email contacts, but they have a written statement that due to heavy volume, that method is not available. Lastly, there is the telephone number.... - which I called repeatedly, mid morning, weekdays, from our Pacific time zone. After punching option 6 to speak to someone, I only got, "I'm sorry, our office is closed at this time." So how the devil does one ever get in touch with Mazda? At this point, I don't want to buy another Mazda.

How does one escalate an ongoing, unsolved, unanswered problem to a higher level within Mazda?

Thanks.

 

[yrwei52]

Like I said in another thread I had been contacting Customer Experience Center, Mazda North American Operations before several years ago and I had no trouble to talk to a live person. Something must be going on within the corporation, and it isn’t a good sign IMO. At this stage you can keep trying to call them, and may be talk to the Mazda dealer and see if they have a better channel to reach the corporate for the problem.

 

[ceric]

Dennis,
I have not called MazdaUSA personally.
There had been 2-3 occasions that my dealers called MazdaUSA to get special approval.
So, they might have a diff numbers than the public one.

My suggestion is: if possible, find another dealer that is more willing to help you.
Fixing the problem or calling MazdaUSA.

 

[DennisT]

I finally reached them.....at least to a point where I got the option to have them call me back. They did, and I give them credit for that. This has taken several days. After a lot of discussion, they opened a, "service request," with a number and connected me via my email. At their request, I then made an appointment with my local dealer, (nearest 85 miles from me), for next week. Dealer will evidently then get tied to that service request and might do a better job of digging into my problem. Thank you here, for helpful comments.

 

[ceric]

That is good news, Dennis.
Persistence pays off.

 

[CX-5um]

Dennis,
I have not called MazdaUSA personally.
There had been 2-3 occasions that my dealers called MazdaUSA to get special approval.
So, they might have a diff numbers than the public one.

My suggestion is: if possible, find another dealer that is more willing to help you.
Fixing the problem or calling MazdaUSA.

This is how I resolved an issue as well. In my case I advised the dealer to double check with Mazda USA if they can verify if a certain part/service was covered under warranty. The dealer later called me back to advise they got approval to cover warranty (and perhaps even non-warranty) stuff.

 

[yrwei52]

Now we know why:

2016 CX-5 Infotainment Reboot Loop

I have the same infotainment screen issue on a 2015 Mazda3. Started last week. The radio was on NPR so there may be some truth to it being something from the digital radio signal messing it up.

I called my local dealership and they said that many people were reporting it and said they were not able to help and directed me to Mazda's 1-800 number. Thanks local dealer. The 800 number is not accepting calls right now and direct you to their online chat which is also currently down due to volume and their email contact on the site is removed.

Hopefully they get this figured out quickly as it's really distraction to have the screen constantly rebooting when you're driving particularly at night. Not particularly happy with Mazda. They should at least be posting an update in their FAQ acknowledging an issue.

The symptoms on my car:
* constantly reboots, gets past the Mazda logo to the different icons on the screen then restarts
* backup camera works although sometimes the reboot seems to interfere with it
* radio works but is stuck on the station as there's no way to switch it
* USB charger isn't working to charge phones

 

[181962]

Now we know why:

2016 CX-5 Infotainment Reboot Loop

This should not be surprising If Mazda North America customer service is domiciled in the US, doubly so if the pay in the following link is remotely accurate, and triply so if located in anywhere near the NA corporate headquarters in Irvine CA where the average home price is $1,000,000.

Mazda Customer Service Representative Annual Salaries | CareerBliss

The average Mazda Customer Service Representative earns $34,000 annually. Explore Mazda Customer Service Representative salaries by job location and 7 real Mazda Customer Service Representative reviews at CareerBliss.com

www.careerbliss.com

There could be several factors at work in "high call volumes", but if I had to bet I'd say people quitting such thankless low paying jobs is fairly high on the list.

I don't know where customer service is located, but even if it is in some low cost of living area somewhere in the US these are precisely the kinds of jobs people have been quitting in droves for higher pay elsewhere. Someone could make the same money as in that link at an Amazon warehouse or even more stocking shelves at my local Aldi where they have been advertising starting pay of $18/hour in a location where the cost of living is slightly below the national average.

What about benefits? I'd guess Mazda's are pretty good. While not quite splitting hairs that factor only colors the situation.

 

[TJP]

I have had the same issue after repeated attempts and 3-1/2 hours I reached snarky female that several times threatened to hang up if Ididn't like what I was being told.
you can look for my other post on the details. I am a bit PO'd at this point.This is on a 2020 Cx5 with a check engine light OBD code P0126.

She gave me a case # and said she would have a supervisor call me within 48 hours. That was last Monday. Not a peep. I've even tried 8 or so email addresses from Elliot Advocates. 2 bounced back.

 

[Jnclem]

I had an extremely good experience with them a month or two ago. It did take some hold time to get through, I just let the annoying music play while I worked, but it was no worse than any other dial in these days. Once I got in touch, they were fast, efficient, and made arrangements with the dealer for my car very quickly. They have contacted me a few times since the repair to be sure I was happy. This was my first Mazda purchase, and it was a used 2017, so they aren't seeing me as anyone special. I thought their customer service was well above average.

 

[skeptical]

Mazda USA support is based in Irvine California. Last time I interacted with them they were still working from home. The issue required me calling over and over until I found a helpful rep.

Their support is totally dependent on the rep that answers the call. Some are great some not. Promises of call backs that never seem to happen has been my experience. You have to keep calling back and insisting the new rep take over the case.

On one occasion I had to have the attorney get involved but he was experienced in dealing with Mazda and he got it resolved.