Infotainment Screen cracking (spider cracks)
- Thread starter alekii_405
- Start date
Yes. my Cx-9 is 2017 and dealer had replaced the screen twice so far because of cracking...
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- Canada
That's one lazy dealer. They should have been able to find the TSB related to the issue, then contacted Mazda Corporate directly to open a case on your behalf.
Yea don't feel like they want to help at all.
Mazda corp responded and they said nothing they can do as TSB doesn't include 2019 with the same defect part and I'm out of warranty. He's so kind to offer me $150 credit toward the fix.
How they handle this and the coolant leak really put me off as future customer. It's going to be my last Mazda.
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- Canada
Just a follow up to this. Screen was replaced today, in and out in less than an hour.
Thanks! How long does it take to crack after replacing. I have my original screen and three years after it was made it started to crack. I’m trying to get Mazda to replace but in case they don’t I want to see how long it takes for this issue to reoccur.
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- Canada
It doesn't work like that, the original screen can crack at 10 miles or 100000 miles. If you read the TSB on the first page, it states that some (not all) of the screens are faulty. I think I read somewhere that the internal screws may have been overtorqued, and temperature swings can cause those stress cracks to appear. I'm not 100% sure, but in any case, getting a replacement screen from a used vehicle from 2018 and before means that you could get the issue again down the road.
Thanks all for posting this info and keeping it updated.
My 2016 purchased new with just over 40k and having my optional 10 yr / 100k coverage has this going on.
Before going in to sched my LOF, I was looking to see what I might find out preemptive.
This is always how I handle car issues. Dig up a bit of info first then go see what they say or offer.
The other thing I'll recommend is if need be, go to another dealer to get results. My older CX-7 had a broken fluid-filled engine mount and the dealer here denied a claim. I also knew of the timing chain issues with those motors and was hoping to get a fix before my 125,000 miles were up on warranty. The engine seemed fine but maybe a bit noisy. Hard to say with turbos.
The engine mount was pricey and labor was going to be a $400 total.
I waited a while and went to the other location in town, and asked them about my "noisy motor". They said there was a bulletin on the timing chain (I knew of but didn't go in sounding entitled) and he said they could do the mount under warranty as well. I ended up with a $2200 invoice and out of pocket deductible as my responsibility of $90 or $100.
Always be friendly, smiling and if need be, assertive. I agree there are dealers that won't lift a finger even though Mazda Corp is backing them up as per TSB or warranty considerations.
Ask more than once if you have to. Don't think of others shot down on warranty claims as everybody. Sometimes, case by case situations have something else that might trigger a better outcome.
I once helped a kid out that just moved here in 1998 or 99, far away from family. He looked devastated one day in the shop and I asked what was going on. His fairly newer car was having trans issues and only a few thou out of warranty.
Seemed like he was looking at $4000 or more. I did some quick research and found that the car had a TBS for known trans issues. I talked to the nearby dealer and they were very cool about the known issue and offered some latitude. He was able to get in there for the fix at $600 out of pocket.
If it were my car and problem, I probably wouldn't have been so dang lucky - lol
** My CX-9 got the LOF and is now waiting on the warranty approval and getting the part for the screen.
My 2016 purchased new with just over 40k and having my optional 10 yr / 100k coverage has this going on.
Before going in to sched my LOF, I was looking to see what I might find out preemptive.
This is always how I handle car issues. Dig up a bit of info first then go see what they say or offer.
The other thing I'll recommend is if need be, go to another dealer to get results. My older CX-7 had a broken fluid-filled engine mount and the dealer here denied a claim. I also knew of the timing chain issues with those motors and was hoping to get a fix before my 125,000 miles were up on warranty. The engine seemed fine but maybe a bit noisy. Hard to say with turbos.
The engine mount was pricey and labor was going to be a $400 total.
I waited a while and went to the other location in town, and asked them about my "noisy motor". They said there was a bulletin on the timing chain (I knew of but didn't go in sounding entitled) and he said they could do the mount under warranty as well. I ended up with a $2200 invoice and out of pocket deductible as my responsibility of $90 or $100.
Always be friendly, smiling and if need be, assertive. I agree there are dealers that won't lift a finger even though Mazda Corp is backing them up as per TSB or warranty considerations.
Ask more than once if you have to. Don't think of others shot down on warranty claims as everybody. Sometimes, case by case situations have something else that might trigger a better outcome.
I once helped a kid out that just moved here in 1998 or 99, far away from family. He looked devastated one day in the shop and I asked what was going on. His fairly newer car was having trans issues and only a few thou out of warranty.
Seemed like he was looking at $4000 or more. I did some quick research and found that the car had a TBS for known trans issues. I talked to the nearby dealer and they were very cool about the known issue and offered some latitude. He was able to get in there for the fix at $600 out of pocket.
If it were my car and problem, I probably wouldn't have been so dang lucky - lol
** My CX-9 got the LOF and is now waiting on the warranty approval and getting the part for the screen.
I also have the 2018 GT. I've been blowing up the phones at corporate. No one gets back to me. I told them that I will be calling them as my morning routine as I sip my coffee. How do you admit that it's a faulty screen in 2016-17, proceed to install the same faulty screen into the 2018-19, but say "Oh no, that's not covered." When it's a newer car?! Infuriating. We need to blow them up non stop with emails and phone calls. Someone had to do some legwork to get the 2016-17 covered under the extended warranty. So let's do the same thing. Bug the crap out of them so they're forced to listen. Also leave a review on mazda dealership with pics to pressure the dealer to fight on our behalf. My whole family drives mazda, but if they refuse to do the right thing with this, then we're done. Never getting mazda again if they care so little for the products and customers.
Also going to try the NHTSA route and make a complaint as well. It's a safety hazard when you need to strain to see your maps, taking your eyes off the road. They were the ones who seemed to have pushed through the last bulletin for the 2016-17. So stay on them! Don't just leave the complaint and forget about it.
Gather info on cases they covered it, document it and threaten a class action move.
They can't be hodge podge about things like this. My dealer called and left a vm this morning my part is in. I'll be happy if all goes well but.... Had I not purchased an ext warranty, it sounds like this defective item would have tested them covering it and my time and patience if needed to fight it.
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- Canada
Did you report it to the dealer two years ago? You might have been within warranty or close enough that they would have replaced the screen for you back then. For sure check with the dealer and provide the TSB so they have something to reference.
Starting to notice it on the top right of my 2018’s screen. This is after a trip up to Canada where it was very cold…
BBB AUTOLINE just concluded my case as ineligible due to mileage...?
2019 cx-9 at 63000 miles now....
