Gord96BRG
01-11-2006, 12:33 PM
I have to give credit where credit is due; in this thread here last month on the New Starter? (http://www.rx8club.com/showthread.php?t=78409), I mentioned the hard time Kramer Mazda's service department gave me about a couple of issues. I'd brought the car in for a radio problem (which they could duplicate and ordered a replacement, no hassle); slow warm-up or cooling down while driving problem; broken temp control knob; and hard starting complaint.
Aside from the radio problem, Kramer gave me a hard time about all these issues, and said they couldn't do anything about them - usually because Mazda Canada didn't have an equivalent TSB to Mazda USA. After a healthy discussion, they agreed to raise my issues with Mazda Canada. I was pretty steamed, thinking I'd received a typical dealer blow-off. However, to my surprise and very much to Kramer's credit, they did indeed follow up on all the issues, and were able to get satisfactory warranty-covered solutions approved by Mazda Canada! Here's the details:
Re the temp control knob - they initially ordered a single replacement; I showed them the two TSBs from Mazda USA saying the temp and fan speed knobs had to be replaced as a pair if one of them was broken. Kramer told me Mazda Canada didn't have that TSB, so they could only replace the broken one. After I discussed this with them, they called Mazda Canada, got permission to replace both knobs. When they tried to order the fan speed knob, it wasn't available separately, so they ordered the entire climate control panel. That's even better, since aside from weaker knobs on the two dials, the defrost/mode/AC/recirc buttons were also a known weak spot which had a separate TSB. Mine hadn't cracked yet, but with the replacement panel I received the new (stronger) button set as well.
Starter - Initially Kramer told me that Mazda Canada knew nothing of a replacement upgraded starter for slow starting issues. After I forwarded the part number from Tlovr (in that other thread) to them and told them that at least 2 Ontario dealers had installed that replacement starter for identical complaints, they ordered the starter for me. It was installed yesterday (along with these other issues fixed), and there's a definite improvement in the speed at which the starter turns the engine over.
Thermostat - in weather colder than 0C, my car used to have trouble warming up if I was driving at more than 60 - 70 km/h. The temperature gauge used to slowly creep up, then after it was about 80% up to indicated operating temperature, would drop back down, sometimes getting all the way down to the C mark again! If it was doing this, I'd have to stop, or drive below 50 km/h, to let it hit operating temp. Once it was warmed up, it would stay warmed up, but too often it would take a looong time to get there. Those are typical thermostat problem indications, but at first Kramer said they'd have to duplicate the problem before they could replace the thermostat! This issue is what most of the discussion was about after my December service visit (especially when they told me "they all do that", and I almost lost it ;) ), since I would have had to leave the car overnight at the dealer for them to replicate, and even then they'd have to drive it right (ie no stop/go traffic to warm up, they'd have to go straight to highway driving) to duplicate, and they'd want to charge me $20/day for a service loaner car so that I could leave mine with them! Anyway, after speaking with Mazda Canada, they agreed to replace the thermostat without having to duplicate the problem. So far, (drive home and this morning) the car warms up much faster... but I haven't had a chance to see if it gets 80% warm and then cools off yet. Either way, at least Kramer did replace the stat!
Anyway - even though I was initially very dissatisfied with Kramer for that December service visit, they actually did follow up and pursue the issues I had left them with instead of just dismissing my concerns and complaints. Kudos to Debbie, one of their senior service advisors, for her efforts in pursuing Mazda Canada to get satisfactory resolutions to my car's issues; and for calling me several times to let me know the progress of their discussions with Mazda Canada. If they hadn't followed up, I would have remained seriously pissed off and switched to a different dealer. As it is, they impressed me with the fact that they actually listened to me when I disputed their initial conclusions, and they did something about those issues on my behalf.
Thanks again to Kramer Mazda and to Debbie!
Regards,
Gordon
Aside from the radio problem, Kramer gave me a hard time about all these issues, and said they couldn't do anything about them - usually because Mazda Canada didn't have an equivalent TSB to Mazda USA. After a healthy discussion, they agreed to raise my issues with Mazda Canada. I was pretty steamed, thinking I'd received a typical dealer blow-off. However, to my surprise and very much to Kramer's credit, they did indeed follow up on all the issues, and were able to get satisfactory warranty-covered solutions approved by Mazda Canada! Here's the details:
Re the temp control knob - they initially ordered a single replacement; I showed them the two TSBs from Mazda USA saying the temp and fan speed knobs had to be replaced as a pair if one of them was broken. Kramer told me Mazda Canada didn't have that TSB, so they could only replace the broken one. After I discussed this with them, they called Mazda Canada, got permission to replace both knobs. When they tried to order the fan speed knob, it wasn't available separately, so they ordered the entire climate control panel. That's even better, since aside from weaker knobs on the two dials, the defrost/mode/AC/recirc buttons were also a known weak spot which had a separate TSB. Mine hadn't cracked yet, but with the replacement panel I received the new (stronger) button set as well.
Starter - Initially Kramer told me that Mazda Canada knew nothing of a replacement upgraded starter for slow starting issues. After I forwarded the part number from Tlovr (in that other thread) to them and told them that at least 2 Ontario dealers had installed that replacement starter for identical complaints, they ordered the starter for me. It was installed yesterday (along with these other issues fixed), and there's a definite improvement in the speed at which the starter turns the engine over.
Thermostat - in weather colder than 0C, my car used to have trouble warming up if I was driving at more than 60 - 70 km/h. The temperature gauge used to slowly creep up, then after it was about 80% up to indicated operating temperature, would drop back down, sometimes getting all the way down to the C mark again! If it was doing this, I'd have to stop, or drive below 50 km/h, to let it hit operating temp. Once it was warmed up, it would stay warmed up, but too often it would take a looong time to get there. Those are typical thermostat problem indications, but at first Kramer said they'd have to duplicate the problem before they could replace the thermostat! This issue is what most of the discussion was about after my December service visit (especially when they told me "they all do that", and I almost lost it ;) ), since I would have had to leave the car overnight at the dealer for them to replicate, and even then they'd have to drive it right (ie no stop/go traffic to warm up, they'd have to go straight to highway driving) to duplicate, and they'd want to charge me $20/day for a service loaner car so that I could leave mine with them! Anyway, after speaking with Mazda Canada, they agreed to replace the thermostat without having to duplicate the problem. So far, (drive home and this morning) the car warms up much faster... but I haven't had a chance to see if it gets 80% warm and then cools off yet. Either way, at least Kramer did replace the stat!
Anyway - even though I was initially very dissatisfied with Kramer for that December service visit, they actually did follow up and pursue the issues I had left them with instead of just dismissing my concerns and complaints. Kudos to Debbie, one of their senior service advisors, for her efforts in pursuing Mazda Canada to get satisfactory resolutions to my car's issues; and for calling me several times to let me know the progress of their discussions with Mazda Canada. If they hadn't followed up, I would have remained seriously pissed off and switched to a different dealer. As it is, they impressed me with the fact that they actually listened to me when I disputed their initial conclusions, and they did something about those issues on my behalf.
Thanks again to Kramer Mazda and to Debbie!
Regards,
Gordon