mdr

It must be a crap shoot.

I have had very good experience with the local dealer here, one of the service advisers is a bit of a air head, but they treated me right on my seat issue.

I had some of the seat leather coming out of the plastic on the side of the seat back and up down button would pop off half the time when I got out of the car.

They took the car to a trim shop for me and called me back a little while later and said the trim shop said they could fix it but it would probably pull out again in a few months so instead they offered me a new seat.
Considering I am the second owner and only have a few months left or warranty I thought that was pretty good service.

Plus when I picked it up they had washed and waxed it.

Revolver

I'm glad to hear you're happy Monte and of course wish everyone else all the best but really your dealer has done no more than you would expect for a car under warranty (maybe the wax aside).

Remember, this is Mazda's so-called flagship model. Do they want to be a Jap cheapie brand or a premium marque that can hold it's head up against the Eurostars (something Subaru has had a measure of success with)? I reckon they've never made up their mind on that one and it's costing them sales - very few of my colleagues would consider owning one because they are perceived as low rent, even compared to Frog cars (I can hear Gomez spluttering already, lol). It's a shame really because they have a really strong model range atm and should be penetrating the premium market with stronger aftersales service, not simply letting the cars sell themselves on looks and dynamics.

I think broadly speaking the problem we have at the moment is that dealers are selling cars like hot cakes (especially Mazda with the 2, 3 and 6), so they don't feel the need to work too hard at aftersales service (especially for fringe dwellers like the RX8). Maybe they're happy with recent sales records and couldn't be bothered investing in some long range customer loyalty. It's a very short sighted marketing approach because inevitably sales will dip again (ask your Ford dealer!) and then they'll be trying to get people back in the door again.

No way out of it by changing marques though because you hear similar stories from owners of other cars. That's why these forums are so valuable - at least you get an idea how to avoid the worst of the rip off tactics (e.g. engine replacement instead of just changing the coils).

mdr

Oh I agree most car dealers are short sighted and most live for the today.
That is ingrained in them when they walk on the lot as a first time sales person and it continues as they progress up the ladder into management.

They live and die by the daily weekly and monthly numbers. Tomorrow will take care of itself, what did we sell today, did we make our quotas this week? That is all that is talked about in dealerships.
Once a car is sold the customer is an after thought, and their satisfaction is very low on the totem pole until it comes time for trade ins and a new car.
Service departments have to be a stand alone revenue center. In lots of cases the service department has to be concerned about their bottom line and many times that is opposing what long term sales goals should be.

If we get $500 out of customer today we help our bottom line no matter if it pisses the customer off and next year they buy a different make.

I do not think that will ever change for any brand of auto.