Clavius

So as to make it appear your actually giving good service we are gonna completly ignore in your major scoring the one constant negitive aspect of your service.

That is what it seems like to me. I partially understand why from a business point of view but to completly have no repercussions stemming from bad responce's is another thing. So this to a degree now gives our Mazda Service Dept's free reign to treat us like crap knowing it wont effect their service score (which I'm assuming effects alot like certification). Be different if they worded it like "We understand that the Rx-8 has had alot of issue's lately and hence alot of negitive responce's. We have decided to have this car have its own catagory, it wont be graded equally with your overall score but graded none the least...". I dunno I'm kinda annoyed with this right now as a few have stated I feel somewhat abandoned by Mazda. And I've only owned my 8 since the end of May.

chr1s

just go poast that **** on youtube. It'll spread and hopefully someone at mazda will see it.

Get the idiot masses moving!

Red_X8

I'm glad that boat with all the 3's and cx-7's tipped now, karma is a beotch.

8is>enuff

My experience started at the dealer and ended with MNAO. Neither one did anything but lie and shrug me off.

Many on this board have taken their dealership problems up with MNAO, so much so that their telephone number was posted around here at least weekly. They usually weren't much help.

BlueSky

This just makes our situation worse. Now they won't even car about giving us 8 owners good service.

tiggerlee

Gosh Zoom, nice find. Thanks for deciding to post it. I hope this doesn't mean you'll soon be part of a witness protection program.

zoom44

totally agree clavius and i put a similar idea in my email to Jeremy Barnes. it makes no sense to remove all consequences.

Jedi54

iTrader: (7)

Wow Zoom, thanks for sharing this video.

As a VP to a very large company, I'm quite concerned with what MNAO has decided to do with these scores. I understand that not all vehicles should be graded equally (as some have more 'issues' then others) but to completely set aside an entire group of scores is simply poor management.

I shall definitely be voicing my concerns to Mr. Sullivan.

jeffe19007

I hate to say this, but this is the way American business runs. You may see a couple of high profile businesses fail. And not just Ford or GM.

Make your numbers look good whatever it takes. Don't miss the quarter objectives.

I think these dealers had problems with their numbers and if you pull the 8 out, the numbers look fine.

MNAO let that happen because they are part of the problem too. They hand out the engine and tranny replacement approvals. They also stock the replacement parts folks waited weeks for.

Can we deal with Mazda Japan directly please? Next time I buy, just send the car to me directly. Thanks!

No MNAO, no dealership. I am already doing my own maintenance.

OnRails

All I can say is it doesn't make me fell really good about taking my car to the dealer. Something tells me the dealers are gonna be pissed at MNAO for letting this get out since I think a lot of us will be complaining to the dealers as well. Then again, I hate to think that the only reason one gets good service at a dealer is because MNAO is breathing down their neck. I mean it's not like that threat has affected the bad ones in the past. I think the good dealers will continue to be good so they continue to get your business.

FastRX8

Here's a transcript of the section that Zoom was referring to from 1:51-2:54 mins on the video.

Robert Devoe - Mazda National Dealer Advisory Council (NDAC) Vice-Chairman
"We had a long and detailed discussion on the whole customer loyalty and satisfaction area, and I'm sure you will be pleased with what we have to report.
As you all know, our customers are changing greatly, and it's becoming more and more difficult to satisfy them.
Both NDAC and Mazda are well aware of this situation, and together we are adapting to it. In terms of care, Mazda is well aware of the negative impact on the scores caused by the RX8 surveys. They agreed with us that this situation had to be changed. And so, effective July 1st, RX8 will continue to be included in the survey, but the scores will no longer be included in the results. In addition, effective Aug 1st, the scoring is going to go back to the previous 0-100 scale and the current negative scoring scale will be dropped. I think that you will all agree that this is a big win for all of us."

Of course the "us" he's referring to, are the dealers that are giving bad service.

If anyone whats to download the video, here's a link.
http://vp.video.google.com/videodown...62643150635097

It definitely makes you think what they would do if other models had major issues too. I can see it now...

Mazda is well aware of the negative impact on the scores caused by ALL the customer surveys. And so, effective July 1st, all cars will continue to be included in the survey, but the scores will no longer be included in the results. The new scoring will be on a 1-2 scale. 2 being an "A+" and 1 being an "A-".

FYI - I uploaded it to Youtube. Here's the link.
http://www.youtube.com/watch?v=oXr3b8LO9m8
This file has been removed by YouTube due to Mazda's request. See post #227 in this thread.

- Cesar -

Spin9k

I'm apparently in the minority of owners (posting here) w/good dealer experience, but that's what I have experienced over the course of 3 yrs. I've always noticed how important the surveys was to the dealer, so as a group, they must have been beat up pretty bad when surveys went bad. Still sweeping results under the rug and saying owners are changing and harder and harder to please as an excuse for fudging whatever metric is involved only offloads the problem, glosses over any failing on the dealer's part, if any, and we RX-8 owners will, in the end, surely see decreased service leverage as owners.

I note it is the US dealer council who has negotiated their way out of any further responsibility for all dealers w/MNAO relative to whaever effect the scores for surveys have on their business. I'm not really sure how this worked against them before, and from the tape, I'm not really sure how this will work for them in the future. Obviously it was a sore point, for reasons we can all guess at.

I'd be most interested to see what the report they're sending out to the dealers. It's hard to guage the effect this will have wo/knowing more about the dealer business model and reward system in place.

It sure makes me feel alienated that I have been marked and put in a special class of owners when it come to service metrics though.

saturn

Thanks zoom -- you are the wind beneath my wings. It would be great to find a way to publicize this to a greater extent than just this forum.

As for me, it looks like I won't be getting an RX-8 after all. Can I still hang out with you guys??

BlueRenesis82

bah, all the more reason to never take your car to a dealership unless necessary. And if that warranty replacement engine or tranny is in your future, you would also be better shade-tree mechanic'ing it, at least then you have someone who cares working on your car.

RedSheDevil

well, part of your purchase price was the warranty. if you choose not to use it, more power to you. but how do you explain that to the people who genuinely have bad engines and their cars "don't go" anymore.

btw, i have no idea what shade tree sumpin sumpin is, so if your post answered my above question, then please ignore this post.

REMillers

Even if someone isn't an Rx-8 owner they should be appalled at this belief that if you ignore complaints that it some how makes your scores look better.

Hey lets do this for everything.

school: Any wrong answers are ignored you get credit for your correct.
Work: Unproductive work is ignore you can sit around and do nothing since no one notices your lack of productivity.

Going to somewhere else to get work done on your car is mute in this discussions as the decision made regarding the CARE scores is based not on the work done but that fact that your opinion as a customer to their business is ignored due to a possible design flaw or negative complaints.

This begs the question then how is there any room for improvement now that a key avenue for hearing what could be improved is now being ignored.

Mazda seems to be adapting to See no Evil, hear No evil mentality in this case. So owners of other Mazda's should be annoyed at this, your opinion does not count cause it could possibly be negative.

dmp

Maybe consumer advocate groups would like to read about this stuff? Car and Driver, too? Some sort of buyer-beware segment?

RevTo9K

When zoom posted in the other thread about something coming out in the next few days, I assumed it was going to be a MNAO announcement about a renewed commitment to customer satisfaction or something like that.

Not so much, apparently.

The "mulligans" thing really bothers me. I wonder how many "mulligans" each dealer gets each month. How many is "a whole bunch"?

RedSheDevil

me too...wonder if he will let me golf with him ... last i checked you get *ONE*

Huhwha

Makes me glad I never bothered with the damn things. I gave up after Nissan ignored my bad surveys I submitted on them.

tiggerlee

Yeah that statement really rubbed me the wrong way as well.

rodrigo67

ok, this is good news for me. It made a decision for me.

My lease ends in 7 months and I was on the fence about keeping it. I love the car but the future engine and tranny issues worried me. I also wasn't sure on the buyout, because at $19K for a 3 year old rx8 with 30K, it seemed a little high for the market.

I was leaning toward keeping it, but if Mazda doesn't care how they treat me or my service, I see no reason to keep thier car. This is my first Mazda and WILL be my last. There is just too many choices out there to have to put up with BS.

So, come march, I will be saying goodbye to my black 8 and will be looking at something else. Also since i got a 30 month 30k lease and have just hit 14K on the car, Mazda will have the added pleasure of giving me back 3000 bucks...

BlueSky

Whatever happened to "the customer is always right" ?

Nick Alvarado

As long as the net exists and we feel we must be heard....we shall one way or another..
.RX-8 owners should and will not be ignored. Keep up the good work it is greatly appreciated.

BlueSky

We need a Malcolm RX