harpo

Has anyone else had trouble with Mazda Spares?

I purchased a set of fitted mats for the 8. However once installed the arm they supply to stop the driver's mat sliding under the pedals was the wrong one.

I brought this to the attention of Mazda Spares. In more words than this they said 'Take it back to the dealer.'

So I drove back to the dealer, explained the problem and they broke open another set. I asked to borrow a spanner andattempted to fit the part myself. After 15 minutes of fumbling the Parts Manager took over. 15 minutes later he called the Service Manager to help. He spotted that the hole was drilled in the wrong spot on the arm preventing its installation.

They broke open another set and this part was correct.

So, to see what would happen, I reported this back to Mazda.

The reply was short

"Thank you for your feedback and we regret your frustration in sourcing mats that fit correctly to your RX-8. We expect our accessories to be produced correctly and it seems this did not occur with 2 sets of floor mats. We expect your dealer will send the faulty mats back to our National Parts Dept who will review with the manufacturer."

Sure, it's polite. Sure, it's correct.

But it misses the opportunity to make me feel anything better about them. I have a negative perception. All they did was agree that it is not right.

I'm not after blood, it's not that serious. I just get frustrated with companies that miss the opportunity to turn a negitive into a positive -which is not hard.

All you have to do is say, sorry for wasting your time.

Revolver

Although I can understand your frustration at having to muck about with this, I personally think you're splitting hairs or maybe just pissed off that they didn't fawn over you for wasting your valuable time.

They "regret your frustration", which isn't a million miles away from an apology in my book. It's not as if they just ignored you, which many have experienced.

Just do what most of us do anyway - source your parts from the US or Japan. Usually much cheaper and often nearly as quick.

Life's too short mate. Get over it.

harpo

I do agree. I get pissed by this stuff becasue I'm in marketing and feel they are missing the opportunity to build a relationship.

There used to be a maxim. Do something good for someone and they tell 4 people. Screw up and you tell 13. But these are researched figures from pre-internet days.

Today it's more like screw up and you tell the world!

(Yes this is a bit of a rant. But I do feel much better now.)

Black-8

getting a bit off topic (but still in topic.... hmm.. how does that work), can you fit back the cover that originally covers the bolt where the mat holder arm will go?

let me know if that's too confusing, I get confused as well reading it (trust me, I've revised my sentence several times hahaha)

mikeyr

Well Dave might be the resident lawyer, but i reckon from a brand marketing point of view they could at least try and sound like they care. Assuming it was a Mazda genuine part then anything you got from the states would likely have come from the same global sourcing supplier in downtown Guangzhou. Returning it back to california or wherever might have been challenging.

And while we might be able to source our products out of foreign shore, mrs miggins that rocks up and has the same experience with her 3 or 6 is unlikely to do anything other than complain to about 13 (statistically correct) of her friends and very nicely undo the millions Mazda spend on mass comms.

If we don't provide manufacturers with feedback they won't know or be able to fix.

there endith the rant!

harpo

To answer your question Black-8.... It put up a hell-of-a fight but I won in the end. I had to push the mat down with a screw driver through the plastic trim to get it in place. It was a struggle.

God forbid, I winge about poorly designed accessories...

Revolver

A valid rant, as was harpo's, lol.

I guess I just have the view that no matter how many touchy feely communications I receive from those I purchase goods and services from, I know that they don't give two ***** about me really - they just want my cold hard cash. For me, it's not about how they make me feel, it's what I can get out of them for my money.

So, the efforts of hard working brand managers and marketing types aside, my cynical approach is to cut the false crap and just tell me what you're going to do for me.

Hmm, maybe this is why I ditched my batchelor of business (marketing major) halfway through and did law...

As for the Mrs Miggins types - stiff cheddar. There's such a thing as the internet - use it like we have done to get the skinny on what is, for most, an expensive asset. I understand you are saying this is really the brand's problem because Miggins will whine to her mates but I think you'd be surprised how many people share my uncaring view of whether I get fawned over or not.

harpo

At the end of the day, I did not get what I paid for. It's not about touchy-feely or being fauned over. I don't want to deal with someone so sweet I get diabeties.

Revolver, do you like dealing with automated phone switchboards? Press 1 for spare parts. Press 2 for sales etc. Or would you rather someone answer the phone and say "Who can I connect you to, to fix your problem?"

My problem with Mazda Spares was that I was sold a dud part and I had to do everything to fix thier problem. Consumers of the world unite and rise up against this opression! I'm just using this as an example as I don't want to wait 7 to 14 days for imports. And, granted, I have to pay a premium of immediacy.

What I want is service and quality for my loyalty. Anyone who doesn't give it, does not get my support or the money that follows it. The power of any brand lies in the pockets, wallets and purses of thir customers.

Mrs Muggins money is as good as any other. And business will tell you, coins are worth fighting for.

mikeyr

Don't you start.....or I'll start suggesting we get sponsorship from Ikea for the Nats!!!

mikeyr

Man I'm so glad you hang out around here because all i have to do is stand next to you and i look less like the grumpy old ***** that I normally get accused of being.

They must feed silks raw meat!!!!

harpo

So, Revolver. Got any interestiong pro-bono social justice cases on the horizon?

Revolver

heh heh heh, think I must have been in a bad mood that day.

you know I'm just a softy really.

Revolver

I do my fair share of pro bono stuff. I also help out with other stuff like coaching a school mock trial team and volunteering at the college of law.

And let's not get into the mountain of frigging tax I pay each year while plenty of dodgy buggers in other games duck and weave from the Commissioner.

As for social justice - what is that exactly? Lefties keep changing the definition on me.

Oh, now I'm in a bad mood again. Go pick on someone else...

harpo

Sorry about the bad mood. (Not that I'm fauning over you or anything.)