Mazda's Customer Service Takes a Hit (IMO)

[jmhumr]

Long story short:

When I bought my CX-7 there were major scratches on two interior trim parts, noticed the day of the sale. Salesman said they'd address it, but his idea of "addressing it" involved having the body shop "buff" them and it didn't help. The dealership refuses to replace the parts, so I complain to MazdaUSA. MazdaUSA won't help.

What's a guy to do? These parts would probably cost Mazda $2.00 each!!!

Here's the email chain to MazdaUSA:

From : Me
To : MazdaCustomerAssistance@mazdausa.com
Subject : My Mazda Dealership - Sales Department
Date : Sat, 23 Jun 2007 02:34:50 GMT

Hi!

I purchased my CX-7 several months ago, and I need Mazda's help resolving an issue with my dealership. I tried dealing with my salesman for a while, but I'm no longer comfortable doing that. This is the issue:

During the purchase I informed my salesman that I was not pleased with scratches on the brushed metal trim around the shifter AND on the steering wheel hub. He had them "polished" a couple of times, but it didn't help, and he continues to balk when I suggest they simply replace the parts.

The scratches are still there, and very obvious. It bothers me everytime I drive my car. These are cheap parts - the plastic trim and the plastic steering wheel hub. It is worth noting that the scratches on the shifter trim are likely caused from the booklet Mazda attaches to the shifter upon delivery. Why won't they just replace them? Can Mazda please help out so I can be 100% satisfied with my new CX-7??? Thanks!

====================

From: MazdaCustomerAssistance@mazdausa.com
To: Me
Sent: Friday, June 29, 2007 2:20:03 PM
Subject: RE: My Mazda Dealership - Sales Department [INTR:221473]


Hello Jared,

Thank you for contacting Mazda. I apologize for the delay in response to your e-mail.

I regretted to read that the actions of the dealership may not have lived up to your expectations. Please understand all authorized Mazda dealerships are independently owned and operated businesses. They are solely responsible for the business transactions they make, including repairs and services they perform on vehicles. As such in this situation you would need to resolve your issues at the dealership level.

Rest assured I have documented your comments regarding Rosenthal Mazda for our corporate record. We continuously evaluate these records as part of our ongoing commitment to provide only the highest quality products and services.

Once again, thank you for contacting Mazda.

Regards,
Michael M.
Specialist, Customer Assistance

=====================

From : Me
To : MazdaCustomerAssistance@mazdausa.com
Subject : Re: My Mazda Dealership - Sales Department [INTR:221473]
Date : Fri, 29 Jun 2007 18:40:29 GMT

Michael,

That certainly wasnt' the response I expected from Mazda. All it takes are two cheap replacement parts to make me a 100% satisfied owner, and Mazda can't even manage that?

I don't care who owns and operates the dealersips, they bear the Mazda name and obviously there is some sort of business standard else they wouldn't be considered "authorized dealers."

Documentation of this issue on Mazda's part is not acceptable. If you're not willing to help, I'd like my concerns to be forwarded to your supervisor. Thanks.

- Jared

=====================

From: MazdaCustomerAssistance@mazdausa.com
To: Me
Sent: Friday, June 29, 2007 2:54:44 PM
Subject: RE: Re: My Mazda Dealership - Sales Department [INTR:221473]

Hello Jared,

Thank you for contacting Mazda.

You indicated in your previous e-mail you purchased the vehicle from the dealership, which you understand is independently owned and operated, with the impression that they would repair the issue to your satisfaction. The salesperson from the dealership has tried to repair the parts by having them buffed but will not replace them even thought they still appear scratched. As this was a sales negotiation between yourself and the dealership we would not be able to step in and make the dealer replace the parts.

If you like I can forward a file with your concerns to the management at the dealership for them to review. However please not as this is a sales related issue the resolution must be reached between yourself and the dealership.

Once again, thank you for contacting Mazda.

Regards,

Michael M.
Specialist, Customer Assistance

================

From : Me
To : MazdaCustomerAssistance@mazdausa.com
Subject : Re: Re: My Mazda Dealership - Sales Department [INTR:221473]
Date : Fri, 29 Jun 2007 19:30:55 GMT

Michael,

I'm not asking that Mazda make the dealership replace the parts. I'm asking that Mazda invoke SOME solution. Can Mazda just ship me the replacement parts? I'll install them myself if necessary, just so the issue can be put to rest and I can enjoy my Mazda without feeling like I got hosed. I don't feel like I'm asking for much here. The fact that no one will help me with such a cheap issue is not giving me a positive opinion of Mazda or their dealerships.

- Jared

================

From: MazdaCustomerAssistance@mazdausa.com
To: Me
Sent: Friday, June 29, 2007 2:54:44 PM
Subject: RE: RE: Re: My Mazda Dealership - Sales Department [INTR:221473]

Hello Jared,

Thank you for contacting Mazda.

I have advised you of what we can do to assist you regarding this issue. Im more than happy to a file with your concerns and request forwarded to the dealership for review. However, Mazda would not provide the replacement parts youre requesting. A sales issue has to be resolved at the dealership level. As such we would not be providing assistance from here.

Once again, thank you for contacting Mazda.

Regards,

Michael M.
Specialist, Customer Assistance

Worthless. So should I expect Mazda to always turn their head if my dealership continues to try and screw me in the future? (pissed)

 

[peajay]

The only thing i can think of to do would be to go to another dealership, explain the situation that you are unhappy with where you bought the car and see if they would be willing to warrenty those trim pieces.
i know at the dealership i work at my service advisors would do almost anything to get a new customer. including warranty nonesense items just to please a customer.

 

[Mazda3]

Their reply is definately unsastisfactory, but I have to wonder if it would be any better with the other car company's.

 

[IrishMidak]

It's the dealer. Mine agreed to replace my hood after the Mazda rep looked at it and said to go ahead with it. Getting a new hood on July 16th since I am going on a long camping trip the week before and I see no point in taking a new hood along with me. Reason: It looks like someone pushed down on the front of it and I did not notice until after I took possesion but they did agree to take care of me on this so they are keeping their word. He will be marking the hood on the inside, out of sight before I drop it off, just for my own piece of mind so that I know they don't repair the current hood and get one over on me.

 

[crashkelly]

Their reply is definately unsastisfactory, but I have to wonder if it would be any better with the other car company's.

I think it sucks what happened but i dont find their reply to be unsatisfactory at all....in fact i think it was quite polite and im sure the guy writing it was holding his tongue.

The fact of the matter is that it is a dealership issue and they need to resolve it through that dealership somehow...the guy from Mazda is correct that the dealership is privately owned and unfortunately that means that MazdaUSA is not really responsible for the fact that the guy who privately bought a mazda dealership is a jerk and is unwilling to replace the plastic pieces that were scratched or damaged...These damages probably occured AT THE DEALERSHIP (which is why a lot attendant checks and documents all damages before signing in cars that are being delivered from the factory). So this is probably why the corporate office doesnt care to help much because this dealer signed for the car stating that it had no damages when it arrived...now a customer wants retribution for a part that was damaged by that dealership that is privately owned and is responsible for damaging the car. So in mazda's defense this damage didnt occur at a corporate factory, the private dealership signed for it so he could sell it, damaged it and now the dispute over the damage is between the dealer and the consumer....because as far as corporate is concerned the car was delivered in perfect condition to the dealership and once it was signed for it became the dealers property/responsibility.

 

[crashkelly]

after re-reading my last post ive come to the conclusion that i watch entirely too much judge judy...

 

[SuperStretch18]

Unfortunately the best time to address those types of issues is prior to delivery. The car is not yours until you drive it off the lot...

It is a bad situation though and I hope that the stealership steps up to take care of this.

 

[jmhumr]

Unfortunately the best time to address those types of issues is prior to delivery. The car is not yours until you drive it off the lot...

It is a bad situation though and I hope that the stealership steps up to take care of this.

Yeah, I screwed up by not forcing them to address it to my standards before I drove it away. But I had to come back to the dealership to pick up my plates later that week, so the salesman said that if I still wasn't happy with their "buffing" attempt at that point then they'd see what they could do. I reminded him when I picked up my plates and he pretty much just blew me off. This was my first time buying a car from a dealership, so definitely a beginner's mistake.

 

[jmhumr]

after re-reading my last post ive come to the conclusion that i watch entirely too much judge judy...

Haha, I agree.

Like you said, MazdaUSA isn't responsible, that's fine. I'm just irked that they are using it as a cop-out and don't seem to have the slightest concern. I can't believe they aren't even willing to consider sending me a couple cheap trim parts. It's not that big of a deal, but I refuse to buy them myself out of principle.

 

[koala]

Hate to say it but honestly other than just complaining to corporate, they're right... dealers are independently owned and operated, so they can't force the dealer to live up to your standards of making it right.

Does that mean the dealer is right? Hell no, they should replace your parts.

I'd write to the owner of the dealer. Salespeople are a waste of time when it comes to getting something done.

Mazda corporately cannot force a dealer to service a customer when the deal was either verbal (or even written) with the dealer... franchising agreements would never call for this, and it would never be allowed by law.

Personally I would have refused delivery of the vehicle when it was in that sort of condition... but I know how excited we all get when we're picking up our new car.

 

[offset_98]

huh...still the same basic form letter I had to send out when I worked there...but its true...the product itself is not faulty, it's the dealer that should take care of this for you.

 

[erhayes]

To say a company has no responsibility because the dealer has a franchise is side stepping responsibility. When the Mazda sign goes up to advertise and sell their product for profit, then the dealer is representing the manufacture. By default that means since the manufacture makes money by the dealer selling their product, that they are in business together. The legal arrangements, not withstanding suggest that the manufacture bears some significant responsibility. If they tell you this is not true, just look at the lawsuits brought against dealers and manufactures. A car owner would win and do win in court if it were worth the $ to let an attorney sue the manufacture/dealer. JM opinion. Ed

 

[Killer]

Time is money. In the amount of time and frustration you have eluded to in your letters you could have bought the "Cheap Plastic Parts" yourself and been done with it.

Just my humble opinion. Some things just aren't worth arguing about.

 

[vbbuilt01]

Jmhmr, businesses don't like bad press. Contact the General Manager and/or the owner. Present your case and tell them if they don't respond favorably to your request, then you'll file a complaint with BBB and local Chamber of Commerce. If you do file your case with those two bodies, be sure to provide the paperwork to the dealer owner.

Vince.

 

[mikey1981]

im a definate advocate of "getting what you want" from the stealership, however, IN THIS CASE heres what i think:

1. its more or less your responsibility to check the car out before u take it home/close the deal , u acknowledged that so a 1st timeers mistake what ya gonna do

2. everyone gets frustraited with the dealer, but, save your gunfire when the going gets tough. starting an avalanche with 2 scratched plastic pieces is prob not what you wana go bulls*** about. save the BBB report and other avenues when u have an actual serious problem and/or situation.


If you have any intention of bringing your car back to this same dealership, work towards an agreeable resolution NOW, and save the guns for a big fight (which hopefully doesnt occur) later. filing a complaint over a scratched piece of plastic is just not practical it seems like.

I do not think just buying the parts and moving on is the right decision either here, im sure by now the dealer salesman knows ur pissed, and thats good, and hopefully they will try harder on the next issue to earn and keep your business. They have tried their best to "buff" or whatever else they did to your car, to make you happy, but if you want good service the next time put the issue to bed, find some kind of common ground, or just goto another dealer and start fresh.


best of luck, it just took my GF 2 months to get a check for only 40 BUCKS from the Acura dealer, they destroyed her XM radio on her old acura and gave it back to her non-working. These things take time, but hang in there.

 

[crashkelly]

Jmhmr, businesses don't like bad press. Contact the General Manager and/or the owner. Present your case and tell them if they don't respond favorably to your request, then you'll file a complaint with BBB and local Chamber of Commerce. If you do file your case with those two bodies, be sure to provide the paperwork to the dealer owner.

Vince.

The BBB and chamber of commerce would piss all over that...filing a complaint over two scratched pieces of plastic...they would laugh you out of the office for that and so would the guys at the dealership...Just be honest with them and say "look, I probably didnt notice these couple of scratches because I was really excited to get my new car from you, but now that Ive seen them I am really not happy and would like the pieces to be replaced...If you dont want to help me with this little issue then I'll be happy to go to a competing dealership for all my oil changes, tune ups and anything else the car needs and I will not refer my friends to this place anymore, in fact I will tell them how bad the service was" BAM they'll have those two pieces put on your car before the argument is finished

 

[exNeon]

those email replies sound like the same generic replies that i have received from mazda of america in the past.
the only time they were of any use to me is when a dealership broke my mirror off in the car wash before i picked it up. i get there and the friggin mirror is dangling by wires. after a few complaint filled emails they sent me a $200 gift check thing to buy a new mirror.

you might have some recourse if you financed it through mazda. dont pay your payments, call mazda financial, tell them why and see if they can light a fire under the dealer to get this fixed.

 

[crashkelly]

those email replies sound like the same generic replies that i have received from mazda of america in the past.
the only time they were of any use to me is when a dealership broke my mirror off in the car wash before i picked it up. i get there and the friggin mirror is dangling by wires. after a few complaint filled emails they sent me a $200 gift check thing to buy a new mirror.

you might have some recourse if you financed it through mazda. dont pay your payments, call mazda financial, tell them why and see if they can light a fire under the dealer to get this fixed.

wow your dealershipcleaned your car with a drive thru wash?? I would never go to a dealer that did that s***....any respectable dealership should be hand washing with pro detailers

 

[Foolish]

"look, I probably didnt notice these couple of scratches because I was really excited to get my new car from you, but now that Ive seen them I am really not happy

Crash, he did see them from the start, and the sales guy said at the time of the deal that he'd "take care of it" It's in the original post.

you might have some recourse if you financed it through mazda. dont pay your payments, call mazda financial, tell them why and see if they can light a fire under the dealer to get this fixed.

exNeon, TERRIBLE advice! Mazda financial is even further removed, in a business sense from Rosenthal Mazda than Mazda Corporate is. The OP should not risk messing up his credit by skipping payments over scratched plastic and bad customer service!

jmhumr: The bad news is that you bought from Rosenthal, who have a 40+ year reputation in the DC area for Shady-ass salesmen and questionable service. The good news is you're in the DC area, so there are plenty of other Mazda dealerships you can deal with. I had very good experiences with Brown's, both in Fairfax and Alexandria. Arlington Mazda is owned by Rosenthal, as is Tyson's and mabye Gaithersburg, but I've heard good things about Malloy, who unfortunately, are all the way down in Woodbridge.

I don't know what to tell you about getting your trim replaced. The best idea I've got is for you to go down there on a busy Saturday near the end of the month and follow your sales guy around, telling all his potential customers that he's a liar, until you get your parts fixed, then never return to Rosenthal again.

In the interest of total honesty, I've only ever dealt with the sales departments at the dealerships listed above. I have heard of people being treated well at the service dept. at Rosenthal Tysons, but after the treatment I've gotten from thier sales sharks, I've never even considered taking a car to them for service. I nearly had to run over a sales guy and his manager to drive off of the lot at Tyson's once, after I had repeatedly told the guy I didn't need his help.

I did buy two of my 5 Mazdas, one new, one used from Brown's in Fairfax.

 

[cruzdreamer]

I had some scratches in two areas on the silver pieces by the shifter and the door......noticed them at delivery and told them...the dealer told me to come back after the parts came in....wrong parts came in...ordered another set and they happily replaced my parts.....now I had just purchased an RX 8 3 years earlier from them and they knew me well. I also chatted with the service manager and GM alot, so that may have played a role but I feel they would have easily done it anyway. Sounds like you had a bad dealer who may do a lot of numbers and does not care about repeat customers. It really stinks!!