Mazda CX-3: Customer Assistance / Customer Assistance (U.S.A.)
Your complete and permanent satisfaction is our business. We are here to
serve you. All
Authorized Mazda Dealers have the knowledge and the tools to keep your Mazda
vehicle in
top condition.
If you have any questions or recommendations for improvement regarding the
service of
your Mazda vehicle or servicing by Mazda Dealer personnel, we recommend that you
take
the following steps:
NOTE
If it becomes necessary to have the components or wiring system for the
supplementary
restraint system modified to accommodate a person with certain medical
conditions in
accordance with a certified physician, contact an Authorized Mazda Dealer. For
more
information, go to NHTSA website www.safercar.gov (VEHICLE SHOPPERS > Air Bags >
Air Bag FAQs > Air Bag Deactivation).
STEP 1: Contact Your Mazda Dealer
Discuss the matter with an Authorized Mazda Dealer. This is the quickest and
best way to
address the issue.
- If your concern has not been resolved by the CUSTOMER RELATIONS, SALES,
SERVICE, or PARTS MANAGER, then please contact the GENERAL MANAGER of
the dealership or the OWNER.
- If it becomes necessary to have the components or wiring system for the
supplementary
restraint system modified to accommodate a person with certain medical
conditions in
accordance with a certified physician, go to STEP 2.
STEP 2: Contact Mazda North American Operations
If for any reason you feel the need for further assistance after contacting
your dealership
management or it becomes necessary to have the components or wiring system for
the
supplementary restraint system modified to accommodate a person with certain
medical conditions in accordance with a certified physician, you can reach Mazda
North American
Operations by one of the following ways.
Log on: at www.MazdaUSA.com
Answers to many questions, including how to locate or contact a local Mazda
dealership in
the U.S., can be found here.
E-mail: click on “Contact Us” located on the bottom of the page at
www.mazdausa.com under “Help”
By phone at: 1 (800) 222-5500
By letter at:
ATTN: Customer Experience Center
Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
P.O. Box 19734
Irvine, CA 92623-9734
In order to serve you efficiently and effectively, please help us by
providing the following
information:
- Your name, address, and telephone number
- Year and model of vehicle
- Vehicle Identification Number (17 digits, noted on your registration or
title or located on
the upper driver's side corner of the dash)
- Purchase date and current mileage
- Your dealer's name and location
- Your question(s)
If you live outside the U.S.A., please contact your nearest Mazda
Distributor.
STEP 3: Contact Better Business Bureau (BBB)
Mazda North American Operations realizes that mutual agreement on some issues
may not
be possible. As a final step to ensure that your concerns are being fairly
considered, Mazda
North American Operations has agreed to participate in a dispute settlement
program
administered by the Better Business Bureau (BBB) system, at no cost to you the
consumer.
BBB AUTO LINE works with consumers and the manufacturer in an attempt to
reach a
mutually acceptable resolution of any warranty related concerns. If the BBB is
not able to
facilitate a settlement they will provide an informal hearing before an
arbitrator.
You are required to resort to BBB AUTO LINE before exercising rights or
seeking remedies
under the Federal Magnuson-Moss Warranty Act, 15 U.S.C. § 2301 et seq. To the
extent
permitted by the applicable state “Lemon Law”, you are also required to resort
to BBB
AUTO LINE before exercising any rights or seeking remedies under the “Lemon
Law”. If
you choose to seek remedies that are not created by the Magnuson-Moss Warranty
Act or
the applicable state “Lemon Law”, you are not required to first use BBB AUTO
LINE.
The whole process normally takes 40 days or less. The arbitration decision is
not binding on
you or Mazda unless you accept the decision. For more information about BBB AUTO
LINE, including current eligibility standards, please call 1-800-955-5100 or
visit the BBB
website at www.bbb.org/autoline.
Being truly committed to customer satisfaction is more than a phrase with
Mazda. We hope
to satisfy every customer directly, but if there is ever a question about our
decision, Mazda
believes in providing a fast, fair and free method such as the BBB AUTO LINE to
ensure
Mazda delivers on our commitment to do the right thing for our customers!
California Customers
- Mazda North American Operations participates in BBB AUTO LINE, a
mediation/
arbitration program administered by the Council of Better Business Bureaus
[3033
Wilson Boulevard, Arlington, Virginia 22201] through local Better Business
Bureaus.
BBB AUTO LINE and Mazda have been certified by the Arbitration Certification
Program of the California Department of Consumer Affairs.
- If you have a problem arising under a Mazda written warranty, we
encourage you to
bring it to our attention. If we are unable to resolve it, you may file a
claim with BBB
AUTO LINE. Claims must be filed with BBB AUTO LINE within six (6) months
after
the expiration of the warranty.
- To file a claim with BBB AUTO LINE, call 1-800-955-5100. There is no
charge for the
call.
- In order to file a claim with BBB AUTO LINE, you will have to provide
your name and
address, the brand name and vehicle identification number (VIN) of your
vehicle, and a
statement of the nature of your problem or complaint. You will also be asked
to provide:
the approximate date of your acquisition of the vehicle, the vehicle's
current mileage, the approximate date and mileage at the time any problem(s)
were first brought to the
attention of Mazda or one of our dealers, and a statement of the relief you
are seeking.
- BBB AUTO LINE staff may try to help resolve your dispute through
mediation. If
mediation is not successful, or if you do not wish to participate in
mediation, claims
within the program's jurisdiction may be presented to an arbitrator at an
informal
hearing. The arbitrator's decision should ordinarily be issued within 40
days from the
time your complaint is filed; there may be a delay of 7 days if you did not
first contact
Mazda about your problem, or a delay of up to 30 days if the arbitrator
requests an
inspection/report by an impartial technical expert or further investigation
and report by
BBB AUTO LINE.
- You are required to use BBB AUTO LINE before asserting in court any
rights or
remedies conferred by California Civil Code Section 1793.22. You are also
required to
use BBB AUTO LINE before exercising rights or seeking remedies created by
Title I of
the Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose to
seek
redress by pursuing rights and remedies not created by California Civil Code
Section
1793.22 or Title I of the Magnuson-Moss Warranty Act, resort to BBB AUTO
LINE is
not required by those statutes.
- California Civil Code Section 1793.2 (d) requires that, if Mazda or its
representative is
unable to repair a new motor vehicle to conform to the vehicle's applicable
express
warranty after a reasonable number of attempts, Mazda may be required to
replace or
repurchase the vehicle. California Civil Code Section 1793.22 (b) creates a
presumption
that Mazda has had a reasonable number of attempts to conform the vehicle to
its
applicable express warranties if, within 18 months from delivery to the
buyer or 18,000
miles on the vehicle's odometer, whichever occurs first, one or more of the
following
occurs:
- The same nonconformity [a failure to conform to the written warranty
that
substantially impairs the use, value or safety of the vehicle] results
in a condition that
is likely to cause death or serious bodily injury if the vehicle is
driven AND the
nonconformity has been subject to repair two or more times by Mazda or
its agents
AND the buyer or lessee has directly notified Mazda of the need
for the repair of the
nonconformity; OR
- The same nonconformity has been subject to repair 4 or more times by
Mazda or its
agents AND the buyer has notified Mazda of the need for the repair of
the
nonconformity; OR
- The vehicle is out of service by reason of repair of nonconformities
by Mazda or its
agents for a cumulative total of more than 30 calendar days after
delivery of the
vehicle to the buyer.
NOTICE TO Mazda AS REQUIRED ABOVE SHALL BE SENT TO THE
FOLLOWING ADDRESS:
Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
ATTN: Customer Mediation
- The following remedies may be sought in BBB AUTO LINE: repairs,
reimbursement for
money paid to repair a vehicle or other expenses incurred as result of a vehicle
nonconformity, repurchase or replacement of your vehicle, and compensation for
damages and remedies available under Mazda's written warranty or applicable law.
- The following remedies may not be sought in BBB AUTO LINE: punitive or
multiple
damages, attorneys' fees, or consequential damages other than as provided in
California
Civil Code Section 1794 (a) and (b).
- You may reject the decision issued by a BBB AUTO LINE arbitrator. If you
reject the
decision, you will be free to pursue further legal action. The arbitrator's
decision and any
findings will be admissible in a court action.
- If you accept the arbitrator's decision, Mazda will be bound by the
decision, and will
comply with the decision within a reasonable time not to exceed 30 days after we
receive notice of your acceptance of the decision.
- Please call BBB AUTO LINE at 1-800-955-5100 for further details about the
program.
Satisfaction Review Process
Your complete and permanent satisfaction is of primary concern to Mazda. All
Authorized
Mazda Dealers have both the knowledge and tools to keep your Mazda in top
condition...
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