Trying to inform fellow owners of possible winter damage.
I'm a Mazda guy, this is my 4th consecutive vehicle from the brand. 2nd brand new purchased. Both new ones and the 2nd used one serviced at the same dealer (when needed). The CX-5 was purchased from this same dealer. I must admit - I've been terribly disappointing by the response and lack of assistance from both Mazda Canada and the dealership independently. No offer to help at all - None. Not even partially. It hurts real bad being given the cold shoulder for someone who's been loyal to the brand and tried to be an advocate.
Here's what happened: I opened my hatch, heard the power tailgate sounding different. Went to the side of the car to see if I could see anything - all looked OK from the rear and on the roof before I opened the trunk. I saw the metal on the top of the hatch starting to bend. Immediately jumped back to the rear of the vehicle and put most of my weight on the tailgate to try and stop the motors... but it was too late and the damage was done.
I did not attempt to re-open the hatch until later that afternoon at the dealer. They immediately blamed environmental conditions.
It may be tough to see with the white paint, but the center of the upper middle section of the hatch is now bent up, while slightly behind it is dented in. This should be one smooth plane from the roof to the spoiler.
The side photo was taken immediately after the damage occurred. You can see the raised seam at the roof. And you can also see how there's snow / ice at the antenna, but nothing at all at the roof joint.
Mazda says water got in there and froze, and that's no fault of theirs. They also say that anything other than the innermost weatherseal is for wind only and cannot be relied on to keep water out. The motors on the hatch are strong enough to bend the metal with no external indication that there could be issues caused by opening the hatch and the safeties did not self engage - I jumped on them. The body shop says had I not done that the damage would be much worse and the hatch likely would've needed replaced.
Now I realize that the weather had a role to play, but at the same time there must be an underlying issue or design flaw which should be looked at. This did not happen to any colleagues with any of their vehicles exposed to the exact same weather conditions, nor did it happen to any of my neighbors'. The dealer admitted I was the first they saw with the issue - but to Mazda the issue is 100% the weather and as such it's on me.
I've escalated the issue with Mazda Canada, saw another dealer who contacted their territory managers and service reps and they're all coming back the same - environmental.
I 100% understand the weather played a part - obviously, but at the same time something with the vehicle also contributed to this happening. It sure as heck would've been nice to be offered any kind of assistance - even if partial - to get this fixed. As of right now there is less than a thickness of a piece of paper between the edge of the hatch and the roof edge when opening the hatch - so I'm not using it at all until it gets fixed because I don't want to make things any worse.
I just want to get this out there for others to see in case they run into this. I have twins on the way, like due in 2 weeks, and don't have the time or energy to push this any further. I will be getting the repair done on my own time and $ so I can move on with the important things in life.
It's a shame Mazda has taken this position and seriously tarnished what I thought was a wonderful relationship. My business with that dealership is done (I was extremely disappointing at no offer of assistance with their internal body shop even after Mazda said no) and I will be seriously re-considering repeating another vehicle with the brand when it would've come time for Mazda #5.
End of the world? Absolutely not. But trust and faith has been seriously damaged and even after I get it fixed I will be forever worried about this damage happening again.
For the record, I've received a special rate from a local body shop to help at near cost after they heard my story (They're doing it at cost + a nominal admin fee). I was referred to this body shop after trying to investigate paintless dent repair, and that person thought it might be a bit too involved for that. It was amazing to have someone give a crap - someone totally outside of the situation who had no obligation to.
At standard rates all 3 independent body shops I visited were withing $150 of each other at $850-$1,000. I will be getting this repair done for just north of $500 with the special rate applied from the shop I'm going with. Not a major outset in the end, but only palatable due to this one manager's willingness to help.
It's a shame Mazda's chosen to offer no assistance, or even the dealer themselves to use their own body-shop resources. This is why I've scheduled my required 24k KMs service with another dealer closer to my work - which is actually more convenient for me anyways. If maintaining a relationship with a dealer means nothing for abnormal situations like this I have no interest in continuing my business with them.
Former selling and servicing dealer: Kieswetter Motors in Kitchener ON, Canada. Former favorite car brand: Mazda.
That's the end of my vent. And if it happens to anyone else, know you're not the only one.
I'm a Mazda guy, this is my 4th consecutive vehicle from the brand. 2nd brand new purchased. Both new ones and the 2nd used one serviced at the same dealer (when needed). The CX-5 was purchased from this same dealer. I must admit - I've been terribly disappointing by the response and lack of assistance from both Mazda Canada and the dealership independently. No offer to help at all - None. Not even partially. It hurts real bad being given the cold shoulder for someone who's been loyal to the brand and tried to be an advocate.
Here's what happened: I opened my hatch, heard the power tailgate sounding different. Went to the side of the car to see if I could see anything - all looked OK from the rear and on the roof before I opened the trunk. I saw the metal on the top of the hatch starting to bend. Immediately jumped back to the rear of the vehicle and put most of my weight on the tailgate to try and stop the motors... but it was too late and the damage was done.
I did not attempt to re-open the hatch until later that afternoon at the dealer. They immediately blamed environmental conditions.
It may be tough to see with the white paint, but the center of the upper middle section of the hatch is now bent up, while slightly behind it is dented in. This should be one smooth plane from the roof to the spoiler.
The side photo was taken immediately after the damage occurred. You can see the raised seam at the roof. And you can also see how there's snow / ice at the antenna, but nothing at all at the roof joint.
Mazda says water got in there and froze, and that's no fault of theirs. They also say that anything other than the innermost weatherseal is for wind only and cannot be relied on to keep water out. The motors on the hatch are strong enough to bend the metal with no external indication that there could be issues caused by opening the hatch and the safeties did not self engage - I jumped on them. The body shop says had I not done that the damage would be much worse and the hatch likely would've needed replaced.
Now I realize that the weather had a role to play, but at the same time there must be an underlying issue or design flaw which should be looked at. This did not happen to any colleagues with any of their vehicles exposed to the exact same weather conditions, nor did it happen to any of my neighbors'. The dealer admitted I was the first they saw with the issue - but to Mazda the issue is 100% the weather and as such it's on me.
I've escalated the issue with Mazda Canada, saw another dealer who contacted their territory managers and service reps and they're all coming back the same - environmental.
I 100% understand the weather played a part - obviously, but at the same time something with the vehicle also contributed to this happening. It sure as heck would've been nice to be offered any kind of assistance - even if partial - to get this fixed. As of right now there is less than a thickness of a piece of paper between the edge of the hatch and the roof edge when opening the hatch - so I'm not using it at all until it gets fixed because I don't want to make things any worse.
I just want to get this out there for others to see in case they run into this. I have twins on the way, like due in 2 weeks, and don't have the time or energy to push this any further. I will be getting the repair done on my own time and $ so I can move on with the important things in life.
It's a shame Mazda has taken this position and seriously tarnished what I thought was a wonderful relationship. My business with that dealership is done (I was extremely disappointing at no offer of assistance with their internal body shop even after Mazda said no) and I will be seriously re-considering repeating another vehicle with the brand when it would've come time for Mazda #5.
End of the world? Absolutely not. But trust and faith has been seriously damaged and even after I get it fixed I will be forever worried about this damage happening again.
For the record, I've received a special rate from a local body shop to help at near cost after they heard my story (They're doing it at cost + a nominal admin fee). I was referred to this body shop after trying to investigate paintless dent repair, and that person thought it might be a bit too involved for that. It was amazing to have someone give a crap - someone totally outside of the situation who had no obligation to.
At standard rates all 3 independent body shops I visited were withing $150 of each other at $850-$1,000. I will be getting this repair done for just north of $500 with the special rate applied from the shop I'm going with. Not a major outset in the end, but only palatable due to this one manager's willingness to help.
It's a shame Mazda's chosen to offer no assistance, or even the dealer themselves to use their own body-shop resources. This is why I've scheduled my required 24k KMs service with another dealer closer to my work - which is actually more convenient for me anyways. If maintaining a relationship with a dealer means nothing for abnormal situations like this I have no interest in continuing my business with them.
Former selling and servicing dealer: Kieswetter Motors in Kitchener ON, Canada. Former favorite car brand: Mazda.
That's the end of my vent. And if it happens to anyone else, know you're not the only one.
