I hoping to get some help with a service/warranty issue I'm having with my dealership and Mazda. The dealership is Concours Motors in Milwaukee, WI. I've purchased 2 new Mazda's from them and financed one of them through Mazda Credit. First, a little background....
I drove my '03 Protege 5 home from work on Friday, 6/17 with absolutely no problems. Saturday morning, 6/18, I went to the garage to start the car. It wouldn't start the first time, it just turned over and sputtered. Tried a second time and it started but died immediately. Tried a 3rd time and it started and stayed running but the idle would drop and then catch itself and the revs would come back up. It was doing this repeatedly. While it was idling strangely, I also heard a knocking sound from the engine. I couldn't tell if the knocking sound was coming from the block or the head so I immediately turned the car off. I checked the oil, which I changed 3 weeks ago, and it was full. I then walked away from the car and drove my wife's car ('02 Protege 5) the rest of the weekend.
Yesterday morning, 6/20, I had the car towed to the dealership. Later that morning, the Service Consultant called me and said that they believe the knocking sound is one of my rods. He then started asking about the "aftermarket" oil filter on the car, in this case a Fram filter. I explained that I change my own oil. Well, you can probably guess where it went from there. I need to provide proof of at least 3 oil changes since I bought the car, otherwise the repair won't be covered under warranty.
Unfortunately, I don't have the receipts for the oil and filters I've purchased over the last couple of years. I'm pursuing other ways of getting those purchase details, but in the mean time I'm hoping someone at Mazda and/or Concours will step up and do the right thing by OK-ing the repair being covered under warranty without me having to waste my time.
So far, no one at Concours is budging. I've left 2 voicemails for the Service Director but he hasn't called me back yet. I called Mazda Customer Care and they gave me the same story. I need to provide proof of the oil changes. I asked to speak to their manager but they wouldn't transfer me. That's right, they refused to let me speak to a Customer Care manager.
So that's where I'm at right now. Does anyone who's had a similar issue in the past, have a contact at Mazda that was willing to do the right thing by a Mazda customer? Does anyone have any other suggestions? Any tips would be hugely appreciated!
I drove my '03 Protege 5 home from work on Friday, 6/17 with absolutely no problems. Saturday morning, 6/18, I went to the garage to start the car. It wouldn't start the first time, it just turned over and sputtered. Tried a second time and it started but died immediately. Tried a 3rd time and it started and stayed running but the idle would drop and then catch itself and the revs would come back up. It was doing this repeatedly. While it was idling strangely, I also heard a knocking sound from the engine. I couldn't tell if the knocking sound was coming from the block or the head so I immediately turned the car off. I checked the oil, which I changed 3 weeks ago, and it was full. I then walked away from the car and drove my wife's car ('02 Protege 5) the rest of the weekend.
Yesterday morning, 6/20, I had the car towed to the dealership. Later that morning, the Service Consultant called me and said that they believe the knocking sound is one of my rods. He then started asking about the "aftermarket" oil filter on the car, in this case a Fram filter. I explained that I change my own oil. Well, you can probably guess where it went from there. I need to provide proof of at least 3 oil changes since I bought the car, otherwise the repair won't be covered under warranty.
Unfortunately, I don't have the receipts for the oil and filters I've purchased over the last couple of years. I'm pursuing other ways of getting those purchase details, but in the mean time I'm hoping someone at Mazda and/or Concours will step up and do the right thing by OK-ing the repair being covered under warranty without me having to waste my time.
So far, no one at Concours is budging. I've left 2 voicemails for the Service Director but he hasn't called me back yet. I called Mazda Customer Care and they gave me the same story. I need to provide proof of the oil changes. I asked to speak to their manager but they wouldn't transfer me. That's right, they refused to let me speak to a Customer Care manager.
So that's where I'm at right now. Does anyone who's had a similar issue in the past, have a contact at Mazda that was willing to do the right thing by a Mazda customer? Does anyone have any other suggestions? Any tips would be hugely appreciated!
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