ipod, 2014 CX5 GT stereo and Mazda Customer Service

[garyd9]

Please be patient while I share my experience with Mazda's "customer service" (so far.)

As I've posted in other threads, I've had many of the typical problems with the mazda stereo and my iPod. One that is really troublesome is that if I select a given playlist on the ipod, the stereo will play music from a completely different playlist. This had caused problems when my kids get in my car and I select my "children's music" playlist, but the stereo decides to play something from the "adult comedy" playlist instead - my children got to enjoy a string of profanity while I went into a panic trying to unplug the ipod from the car.

I brought the car into service for this (and other) issues. The response from the dealer on the playlist issue was:

PLAYING WRONG SONGS IN PLAYLISTS. ETC IS GOING TO DEPEND ON HOW THE SONGS ARE ON THE IPOD.

So, I asked what they meant - I explained that I plug the ipod into my Mac (or PC) and iTunes copies whatever playlists on the iPod... The dealership told me that they didn't have any other information - that was what Mazda's tech assistance told them, and if I had more questions, I should call mazda.

Just as a side note, I should point out that I've had many iPods over the years, starting with the 3rd generation (which was the first that worked over Windows) and every single generation since. I currently own 2 5th generation iPods, and an iPod classic. In testing this problem, I've never NOT been able to repeat it, regardless of the type of music I put the ipod, the source of the music (my own MP3's or those downloaded from itunes), and regardless of if the ipod is formatted and sync'd on itunes on a mac or itunes. All the iPods I'm using are specifically listed on Mazda's website as supported.

So, I called Mazda's customer service line and asked how I was supposed to load the songs and playlists on the iPod so that things actually work. I pointed out that I was currently simply plugging the iPod into iTunes, selecting the playlists I wanted loaded, and pressing the button to "sync." The woman I spoke with said she'd have to call me back after talking to my dealership. Two days later, I still hadn't heard back from them, so I called back Mazda. The person I spoke with told me that they couldn't help me, only the person I originally spoke with could help, and that she'd call me right back. Three hours later, I hadn't been called, so I called Mazda back and eventually was transferred to the original rep - who promptly gave me a whole lot of run around about having to escalate things, talk again to my dealer, etc, etc. I was promised a call back the next business day, or in two business days at the very latest.

... two business days later, one hour before Mazda's customer service office closes, I still haven't heard anything from Mazda. So, I call them and explain to the rep I end up with what's going on. This rep refused to talked to me and insisted on transferring me back to the original rep again. So, after a bit of hold, I'm talking to the original rep again. The rep then goes on to talk about iPod issues OTHER THAN what I actually called Mazda for. She told me that the iPod restarting when the car starts is "by design", and that it's supposed to take a long time to read the iPod each time the car is started. She left COMPLETELY un-addressed the ONLY thing I called Mazda about, which was the playlist issue. I pointed that out to her (and even read her my notes I've made from the previous calls.) She apologized and.. (no surprised) told me that she'd have to call me back the next day.

So here we are on the "next day" and she actually called me. I'm at work and I was so surprised that she actually called me back that I fell out of my chair. Anyway, she claims that she called Apple about the problem and that Apple told her that it might be a problem with my iPod and I should call Apple's support line. She even gave me a phone number. So, I followed her instructions and called Apple. No surprise that Apple told me that my 5th generation iPod is out of support. They DID email me a canned list of troubleshooting steps (all of which I had already tried) and told me that if I'm having a problem with the mazda car, but the exact same iPod works fine on every OTHER car and works fine in every other device and works fine with the headphones, then the iPod is working just fine. (I know that these iPods work fine in various speaker docks, in Ford vehicles, in Chrysler vehicles, with a JVC head unit and with a Kenwood headunit.)

So, I called Mazda back. Again. As expected, I was forced to talk to the original rep again (and no other rep is willing to talk to me.) Also as expected, I was told by that original rep that she would call me back later. Again.


So far, Mazda's customer service rates 0 out of 10. Huge ZERO. They won't even acknowledge that there might be a problem (even though I've shown the issue to my dealer.) I guess Mazda is no better than Ford or Chrysler. I'll post any updates here...



Gary

 

[Kelme]

Maybe you are asking too much from a customer service representative. They are not engineers or technical experts, they are there to help you with really basic questions.

Im pretty sure that is the same with every single automotive company. Even the high end car companies:

http://www.autoblog.com/2013/09/17/watch-man-destroy-his-m6-lemon-with-a-sledgehammer-and-ax/

http://www.autoblog.com/2011/03/15/peeved-lamborghini-owner-destroys-car-with-sledgehammer-others/

 

[Goguinness]

I think that Mazda software takes command of the Ipod when it is plugged in. I know that it is very cumbersome to look for a specific album, artist, especially if one has a lot on the Ipod. I have over 10,000 songs. We usually disconnect it, start what we want to hear, then plug it back in, and that is what will play. I have heard others complain that something was changed on the 2014's, compared to the 2013's which I have. No help, I know. Even tho I really enjoy my CX-5 I do believe that in some respects it was rushed into production. Take the vibrating hoods, and mirrors for example. My 2013 does not have this problem, yet other 2013's, & 2014's do. Why is this? They come off of the same assembly line. Mazda is a small operator, and they need to improve their responses to these problems if they want to grow, rather than ignoring them, or continuing to give people the run-around.

 

[garyd9]

Maybe you are asking too much from a customer service representative. They are not engineers or technical experts, they are there to help you with really basic questions.

Actually, I'm not asking much at all from their customer service rep. I'm only following the directions I was given. The dealership service department told me to call the 800 number for more information and help. Who else should I be talking to? I've reached out to the only two resources I've been given information for (dealership and mazda customer service 800 number.)

The point of all this is that there's a problem with my car and Mazda is treating me (a customer) extremely poorly when I follow their instructions to try and resolve what appears to be a defect in the car. They won't acknowledge the problem, yet won't claim there isn't a problem. They give me completely meaningless responses and/or refuse to answer when I try to focus their attention on the problem.

I'm posting this here to warn other people: if this is how Mazda's customer service deals with problems, then potential customers should be made aware of the risk. What if this was something more serious than the iPod not functioning properly?

 

[Kelme]

Actually, I'm not asking much at all from their customer service rep. I'm only following the directions I was given. The dealership service department told me to call the 800 number for more information and help. Who else should I be talking to? I've reached out to the only two resources I've been given information for (dealership and mazda customer service 800 number.)

The point of all this is that there's a problem with my car and Mazda is treating me (a customer) extremely poorly when I follow their instructions to try and resolve what appears to be a defect in the car. They won't acknowledge the problem, yet won't claim there isn't a problem. They give me completely meaningless responses and/or refuse to answer when I try to focus their attention on the problem.

I'm posting this here to warn other people: if this is how Mazda's customer service deals with problems, then potential customers should be made aware of the risk. What if this was something more serious than the iPod not functioning properly?

I dont know what else you can do without resorting to extreme measures (here is anther one just for fun Toyota).

But like I said if you do a quick search online you would find multiple stories of the same issue with dealerships and customer service with every automotive company. My father went through hell to get things fix under warranty with BMW and Ford and in both cases were things more serious than a problem with the radio.

 

[garyd9]

I don’t know what else you can do without resorting to extreme measures (here is anther one just for fun Toyota).

lol - I like the link. For now, what I"m doing is posting about it here so that current and potential Mazda owners are warned. I'm _hoping_ that Mazda will get on the ball and actually deal with the problem - in which case I can update this thread saying so.

If they don't, then I'll continue using this thread to keep those potential customers updated on what they might expect if they ever have an issue. As well, I'll start sending letters to various car review websites (edmunds, caranddriver, motortrend, consumer reports, etc), contact the BBB, and if all else fails I can always contact a lawyer to file a lawsuit against Mazda for warranty failure. I doubt that a broken radio would qualify under my state's lemon law, but Mazda's failure to address the issue most certainly is a violation of US warranty laws AND my state's consumer protection/unfair trade act.

However, this thread isn't to discuss what recourse _I_ have... it's to let OTHER people know how Mazda is treating a customer and dealing with a problem.

 

[disco672]

lol - I like the link. For now, what I"m doing is posting about it here so that current and potential Mazda owners are warned. I'm _hoping_ that Mazda will get on the ball and actually deal with the problem - in which case I can update this thread saying so.

If they don't, then I'll continue using this thread to keep those potential customers updated on what they might expect if they ever have an issue. As well, I'll start sending letters to various car review websites (edmunds, caranddriver, motortrend, consumer reports, etc), contact the BBB, and if all else fails I can always contact a lawyer to file a lawsuit against Mazda for warranty failure. I doubt that a broken radio would qualify under my state's lemon law, but Mazda's failure to address the issue most certainly is a violation of US warranty laws AND my state's consumer protection/unfair trade act.

However, this thread isn't to discuss what recourse _I_ have... it's to let OTHER people know how Mazda is treating a customer and dealing with a problem.

garyd way to go!!! mazda needs to fix this simple software glich!

 

[karog]

garyd9, I too have a 5th gen iPod and playlists fail as you describe. The correct playlist names show up, the contents of a given playlist show correctly, but what actually plays for each playlist entry is not what the entry is for. I have thought it was just some random association between playlist entry and item played. It did not occur to me that it might be playing a different playlist.

But I gave up on the iPod and changed to flash drives. Their playlists play correctly. I generate 79 different playlists for my 1357 songs with those songs randomly scattered among the playlists with each song in one and only one playlist. And the playlists are of length either 5, 15 or 30 songs. I choose a given playlist via Voice Recognition.

I wish Mazda would fix the player but I am not counting on it. Reduces my frustration.

 

[garyd9]

...and the drama continues...

After I finally got back to that original rep, she said she left a message with her tech support people and she's waiting for them to call them back. She promised me she'd call me back by 2pm PT, 5pm ET. Of course, by 5pm, I haven't heard back from her. Figures. I call around 5:25 (my time) and the person I get through puts me on hold for a bit and comes back saying that she just got a message saying that my original rep is supposedly currently on the phone with their tech people and will call me back. I seriously doubt it, but I have no choice....

An hour and a half later, I haven't had a call back, so I call Mazda again. I don't use my original rep's extension and instead let it drop me into the normal customer service waiting queue. After a while, in a surprise, my original rep answers (pure luck.) She CLAIMS that she hasn't called me back because she's been in meetings all afternoon just to discuss my particular case, and she supposedly was just getting ready to call me back when she got a message to pick up this line because I was waiting. (I know that this is BS because no one else answered the line, and I happened to be calling from a phone I never called from before.) So she tells me that she wants to transfer me to their handsfree support team and that she's already reviewed the case with them....

So, she transfers me to a nice oriental woman who has no clue who I am, why I'm talking to her, or anything else. We start a brand new case, and I have to explain to this person EVERYTHING from the beginning. She tells me that she needs to hang up the call and talk to her senior tech and will call me back. She actually does call back and tells me that she needs to create a case number... Over the next hour, she calls me 2 more times to get my dealership's name, my dealership's phone number, and my car's make/model. (She kept calling back because she seemed to be having trouble getting my dealership's "dealer number" (not the phone number) that she had to actually talk to the dealership for.) Finally she calls me back and tells me that she got the dealer number and gives me a case number. I'm supposed to let me dealer know that case number and ask them to call this handsfree system tech department tomorrow...

....

It's pretty obvious that this isn't an isolated problem. Mazda specifically claims compatibility with the 5th generation ipod and ipod classic, but I'm able to repeat this problem with both models. Other people are able to repeat the problem reliably. Why is mazda playing dumb? If they claim compatibility, they should have one to test with, so they'd be able to repeat the problem...

 

[Pokerdork]

I am looking to replace my '94 Saturn. I keep cars a long time. Living in Anchorage, I'd like to have AWD, so I'm looking at either the CR-V or a CX-5. I prefer the CX-5, but gosh darnint, this ipod issue really bugs me. I have a 3rd gen ipod touch, 64gig, and I don't want to wait 20+ minutes every time I start the car to have it work correctly. Listening through bluetooth is a no-go as well, since the drop in audio quality will drive me nuts. I probably love music more than most people--I've been told I eat music. Anyways, I hope Mazda comes up with a fix by the end of October, or I go Honda.

 

[garyd9]

Anyways, I hope Mazda comes up with a fix by the end of October, or I go Honda.

Based on Mazda's lack of concern over this issue, their HORRIBLE customer relations, etc, and the fact that they've started calling it a "by design" thing (which might indicate that they have no intention of fixing it), I'd suggest going the Honda route.

(However, Honda might have their own customer relation issues - I don't know. I tend to avoid both Honda and Toyota.)

 

[TreyP]

I tend to avoid both Honda and Toyota.

So you avoid two of the most reliable brands out there?

 

[garyd9]

So you avoid two of the most reliable brands out there?

I don't look at it quite that way, but to each their own.

 

[Buzzx6r]

Maybe you are asking too much from a customer service representative. They are not engineers or technical experts, they are there to help you with really basic questions.

I’m pretty sure that is the same with every single automotive company. Even the “high end” car companies:

[/[/URL]

In the UK, compared to BMW customer service and technical knowledge / information, Mazda is woefully poor. Having been used to BMW for in excess of 10 yrs, trying to get information from Mazda has been incredibly frustrating. For even the most technical information, I've only had to wait 2 days from BMW. Mazda on the other hand can't even supply basic technical information about it's own products or 'gets' the issues that owners are having with it's infotainment systems!

 

[geosho]

Please be patient while I share my experience with Mazda's "customer service" (so far.)

As I've posted in other threads, I've had many of the typical problems with the mazda stereo and my iPod. One that is really troublesome is that if I select a given playlist on the ipod, the stereo will play music from a completely different playlist. This had caused problems when my kids get in my car and I select my "children's music" playlist, but the stereo decides to play something from the "adult comedy" playlist instead - my children got to enjoy a string of profanity while I went into a panic trying to unplug the ipod from the car.

I brought the car into service for this (and other) issues. The response from the dealer on the playlist issue was:

So, I asked what they meant - I explained that I plug the ipod into my Mac (or PC) and iTunes copies whatever playlists on the iPod... The dealership told me that they didn't have any other information - that was what Mazda's tech assistance told them, and if I had more questions, I should call mazda.

Just as a side note, I should point out that I've had many iPods over the years, starting with the 3rd generation (which was the first that worked over Windows) and every single generation since. I currently own 2 5th generation iPods, and an iPod classic. In testing this problem, I've never NOT been able to repeat it, regardless of the type of music I put the ipod, the source of the music (my own MP3's or those downloaded from itunes), and regardless of if the ipod is formatted and sync'd on itunes on a mac or itunes. All the iPods I'm using are specifically listed on Mazda's website as supported.

So, I called Mazda's customer service line and asked how I was supposed to load the songs and playlists on the iPod so that things actually work. I pointed out that I was currently simply plugging the iPod into iTunes, selecting the playlists I wanted loaded, and pressing the button to "sync." The woman I spoke with said she'd have to call me back after talking to my dealership. Two days later, I still hadn't heard back from them, so I called back Mazda. The person I spoke with told me that they couldn't help me, only the person I originally spoke with could help, and that she'd call me right back. Three hours later, I hadn't been called, so I called Mazda back and eventually was transferred to the original rep - who promptly gave me a whole lot of run around about having to escalate things, talk again to my dealer, etc, etc. I was promised a call back the next business day, or in two business days at the very latest.

... two business days later, one hour before Mazda's customer service office closes, I still haven't heard anything from Mazda. So, I call them and explain to the rep I end up with what's going on. This rep refused to talked to me and insisted on transferring me back to the original rep again. So, after a bit of hold, I'm talking to the original rep again. The rep then goes on to talk about iPod issues OTHER THAN what I actually called Mazda for. She told me that the iPod restarting when the car starts is "by design", and that it's supposed to take a long time to read the iPod each time the car is started. She left COMPLETELY un-addressed the ONLY thing I called Mazda about, which was the playlist issue. I pointed that out to her (and even read her my notes I've made from the previous calls.) She apologized and.. (no surprised) told me that she'd have to call me back the next day.

So here we are on the "next day" and she actually called me. I'm at work and I was so surprised that she actually called me back that I fell out of my chair. Anyway, she claims that she called Apple about the problem and that Apple told her that it might be a problem with my iPod and I should call Apple's support line. She even gave me a phone number. So, I followed her instructions and called Apple. No surprise that Apple told me that my 5th generation iPod is out of support. They DID email me a canned list of troubleshooting steps (all of which I had already tried) and told me that if I'm having a problem with the mazda car, but the exact same iPod works fine on every OTHER car and works fine in every other device and works fine with the headphones, then the iPod is working just fine. (I know that these iPods work fine in various speaker docks, in Ford vehicles, in Chrysler vehicles, with a JVC head unit and with a Kenwood headunit.)

So, I called Mazda back. Again. As expected, I was forced to talk to the original rep again (and no other rep is willing to talk to me.) Also as expected, I was told by that original rep that she would call me back later. Again.


So far, Mazda's customer service rates 0 out of 10. Huge ZERO. They won't even acknowledge that there might be a problem (even though I've shown the issue to my dealer.) I guess Mazda is no better than Ford or Chrysler. I'll post any updates here...



Gary

My 2014 CX-5 Touring IPOD connection worked fine for a week and then went quits. It will do an endless "Reading IPOD" cycle but will never actually boot up regardless of switching from radio to IPOD, Bluetooth to IPOD, Pandora to IPOD and/or unplugging and re-plugging in the IPOD or turning it and the radio on and off again. I can use the IPOD through Bluetooth, but it shows no info and no choice of artists, albums, etc., just the songs with no info on the screen in chronological order. My IPOD is a Gen2 IPOD Touch by the way.

Does the 3.5mm connector work with the IPOD and all the data, such as menu of artists, albums and the like? Does Mazda have a cure yet?

 

[garyd9]

I have GREAT news for anyone having issues with the iPod on your "upgraded" 2014 CX-5 stereo: All the issues are working exactly as designed by Mazda! I know we've all heard that for that for the 20 minute delay each time you start your car, and we've all heard that for the issue where it completely restarts every time you start the car (instead of resuming), but this is ALSO the case with the playlist issue.

I guess some guy in Japan thought it would be a GREAT idea to display a list of playlists on the iPod, but completely ignore the selection and to play something else entirely. Perhaps that goes along with the whole "zoom-zoom" thing?

I'm not kidding, by the way. According to the person I've been speaking with at Mazda America, the dealership service departments are the authority on issues with the vehicle. According to the service visit I had yesterday, the whole problem with the iPod playlist is "WORKING AS DESIGNED BY MANUFACTURER."

Apparently, the same is also true about the iPod becoming unusable when you switch from iPod to FM and then back. It's "WORKING AS DESIGNED BY MANUFACTURER."

(By the way, the ALL CAPS is to mimic the fact that the dealership used ALL CAPS to state that my radio is WORKING AS DESIGNED BY MANUFACTURER.)

(sarcasm starts about here...)

If this is how they design something as trivial as an iPod interface, I'm terrified what surprises might be lurking in the engine compartment. One day, my front tires might turn to the left when I turn the steering wheel to the right - and Mazda will say "WORKING AS DESIGNED!" Perhaps I'll slam on the brakes and the car will accelerate instead and Mazda will claim that it's WORKING AS DESIGNED.

I'm really looking forward to the gas tank exploding and Mazda telling my next of kin that an exploding gas tank is WORKING AS DESIGNED BY MANUFACTURER.

Sarcasm or not, my confidence in Mazda took a massive nose dive. This "working as designed" garbage is something I'd expect from a 3rd rate car company - not from Mazda.

 

[TreyP]

Perhaps I'll slam on the brakes and the car will accelerate instead and Mazda will claim that it's WORKING AS DESIGNED.

Toyota already has a trademark on that feature. (naughty)

But seriously, if the issues are bothering you that much, why not save yourself the frustration and replace the head unit. That's what I did, and my blood pressure dropped by 72 points immediately. Its not a step we should have to take, but at least it has a better outcome than pounding your head against the deaf Mazda corporate wall.

 

[notalk]

Sarcasm or not, my confidence in Mazda took a massive nose dive. This "working as designed" garbage is something I'd expect from a 3rd rate car company - not from Mazda.

I'm just wondering, is it really fair for an uninformed person to continually bash and badmouth something the person knows nothing about? Let's forget you are posting all over the internet, and not just on this forum.

To clear this up, Mazda does not design nor develop the software which is causing you and others problems. The software is provided by a third party. And, most likely, from the third party to either the head unit supplier or the navigation software supplier (even though not all cars have nav, the wiring/software is to be compatible with nav).

To resolve these issues, Mazda documents the issues and complains to the head unit or nav supplier. Then, the head unit or nav supplier must go to third party software developer and have them cure these problems. The cure must still allow all the other software programs and hardware platforms to function as currently otherwise functioning. Obviously, this takes time. If the software developer is less than competent or has few engineers available to work on this, then it takes longer. (And, maybe, the head unit/nav supplier used a small software development firm to cut costs and get the Mazda contract; leaving the software developer not readily able to cure the problem.) But, the link is between the head unit or nav supplier and the third party software developer. Mazda's only connection is with the head unit/nav supplier. Mazda has no direct connection with the software developer.

If it took BMW, with substantially more resources than Mazda, years to get MMI to work, why would you think little Mazda could do it in a few weeks? If it took Ford and Microsoft working together, with probably more resources than BMW years to get MySync to work "better" (many people say it is still unsatisfactory) why would you think little Mazda could do it a few weeks.

What you perceive as simple is anything but simple. What you perceive as Mazda having the ability to cure is far from the truth. Yet, you continue to spew your mistaken venom all over the internet. How about, it you think this is so simple, you re-write the programs to cure this?

 

[garyd9]

To clear this up, Mazda does not design nor develop the software which is causing you and others problems. The software is provided by a third party. And, most likely, from the third party to either the head unit supplier or the navigation software supplier (even though not all cars have nav, the wiring/software is to be compatible with nav). (lots of trolling spam deleted)

Mazda is responsible for it. Neither I, nor the legal system, cares if Mazda develops the firmware in-house, contracts it out, or buys pre-built systems from a 3rd party. The car was represented as being compatible with specific models of iPods. It's not. Mazda should have tested this BEFORE claiming compatibility, and before taking money for the product.

Typically, a warranty is used to provide a mechanism to correct these issues. However, Mazda seems to be trying to weasel out of their legal obligations to repair defects by claiming that the radio "works as designed." Thankfully, I seriously doubt any legal person (lawyer, judge, etc) would go along with that.

 

[TreyP]

Mazda is responsible for it. Neither I, nor the legal system, cares if Mazda develops the firmware in-house, contracts it out, or buys pre-built systems from a 3rd party. The car was represented as being compatible with specific models of iPods. It's not. Mazda should have tested this BEFORE claiming compatibility, and before taking money for the product.

Typically, a warranty is used to provide a mechanism to correct these issues. However, Mazda seems to be trying to weasel out of their legal obligations to repair defects by claiming that the radio "works as designed." Thankfully, I seriously doubt any legal person (lawyer, judge, etc) would go along with that.

This.

If Mazda would man up and say, yes, there is a problem and we are planning to have a fix by 12/2013 (for example) it would go a long way towards customer satisfaction points. Instead, they use canned terms like "It is functioning as designed" and "We plan to have an update soon", where 'soon' is some random future date that has already expired in the 'soon' category, and the canned responses only serve to piss off their paying customer base.

For the record, it is Johnson Controls who supplied the head units, and IMO, if they are big enough to be dealing with Mazda, then they should be big enough to have the resources to fix this bug. I have no doubt that a company of their size could fix this problem within days or hours if it was any kind of a priority to Mazda and them.