They have a new service manager there named Eric.

This guy has a great attitude, is knowledgeable about rotaries and is great about following up.

I try to save up a couple of things together so I took him a list of 7 things. He investigated each issue dilligently and explained the resolution of every line-item.

He was also flexible about my appointment, the return of my rental-loaner and returned any messages I left promptly.

I didn't meet Paul, the service tech who worked on my car, but Eric said Paul is his rotary specialist and he sets up appointments so Paul can work on the rotaries.

 

Necessary bump -

When I went for service in January Eric had to order a part and arrange for a follow-up visit.

Now, this is a real service challenge - they have to fight against the temptation to treat this as out-of-sight, out-of-mind. I've gone home, my car has gone home. Do they care any more? Will they ever call?

The answer - yes. Eric called a few weeks later when the part arrived and we made an appointment.

Now, this was a day or two before the huge Valentine's Day snow-storm was about to pound the north-east and I have a 4-hour round-trip to the dealership; so what does Eric do? He asks Enterprise to bring a 4WD vehicle for me.

On top of that - when I gave him the key so he could check the mileage he noticed my key fob was not working (I had noticed that a day or two earlier, but the 2nd fob worked and I figured I'd try changing the battery later). Well, having noticed that he mentions that he'd be happy to add it to the service list. If it's just a battery there is a nominal charge, if it's not just the battery they swap it. It turned out to be a failed fob so I was glad he was proactive. Incidentally, the other part installation went great too.

I should mentioned that during the first service trip they removed some parts of my dash and center console to perform the TSB for the e-brake and trouble-shoot an electrical problem. I got really nervous about scratches and gouges in plastic, especially the piano-black, high-gloss parts on the dash (we've seen some real horror shows posted here on the forum). I mentioned my concern as politely as I could because I really didn't want to hurt their feelings or accuse them of carelessness before they even did the work, but I knew it would be a terrible ordeal to get any severe damage replaced after the fact. Eric reassured me his techs had done these dis-assemblies before and take precautions to prevent scratches. Sure enough, no damage at all - the interior still looks brand new (except for my mud around the floor which I fight all winter).

I gotta give Ontario Mazda a +1 for multiple back-to-back 100% satisfied service calls.