Got a similar situation, only it cost me my warranty (completely) This is what happened..... I have the Greddy turbo kit installed in my 8 and as we all know it voids your warranty. I took my 8 into service at 8 am because of water being inside my tail light. Now, this is not the first time I go into the dealer with turbo kit on. Before anything, I told the rep that I had a "big modification" done to my car and asked him if the tail light would still be covered under warranty. He asked what I had done and I told him that its turbo charged. He replied, don't worry, the warranty voids only the parts which are related to the turbo such as the power train and tha they will not make any anotations that I have a turbo in the system.

Ok, I got that out of the way, Now I asked do you have this tail light in stock, because I would hate to drop of my car to later find that you had to order the part. He said, sure we have plenty in stock, your car should be ready by 5pm. ( mind you I left my house at 7 am to be there by 8 am. yes a 1hour drive to fight traffic) Well, guess what. I come in at 5pm and my car is still with the same tail light. Guess what the service rep said. "Oh we had to order the tail light, but we were able conduct a couple of recals on your car. Don't worry, its all covered under warranty! Your part should be here in 3days." We'll I got there survey and told them the story and also told them that Mazda USA would here about it too. A week later I decide to go to a different Mazda Service and next thing you know, they tell my that my car has been 'BRANDED" NO WARRANTY" I contacted Mazda USA and said they would look into it, but they haven't called back.
Guys tell me, Is it worth the fight, Or would you say that they voided the Warrant under In what the legal gurus call it "BAD FAITH"?

 

I assume this advice is meant to assume that she is hot and wearing a t-shirt..

:boobies:

 

^^ hahaha
but anyway, like what everyone said, get in touch with the owner and tell him/her about it. i dont know how much getting in touch with the customer service manage is going to do. i say talking to the owner or GM is the best thing, cuz you know for sure that they will want to take care of it. on a side note, i was manager at a store and one of my workers were rude to a customer. the customer later tried to call the corporate office but failed, so instead talked to the store manager. of course, the next day, the store manager had a long talk with me about service, given all this happened at 2:30am

 

Well within less than an hour the Territory rep called me from his cell phone to follow up. I was floored at their promptness. He could not believe this happened and suggested the same thing that the DCSM suggested. Talk to the GM or owner. So now I go in to pick up my car, before I go to the service desk I go up to the front counter to see if the owner is in, he won't be back until next Wednesday, so I have to hold off until then. So I go around to the service desk to get my keys and I am confronted AGAIN!!!!!!! This woman is unbelievable and I can't believe that she has gotten good ratings from everyone.

Well my plan now is to talk with the owner. I may have him bring in both the service manger and PAULA BECK the service advisor that is causing all this.

Its not that I am really pissed off, just suprised that a company would handle themselves in this manner. I have read numerous articles in the past few days that state that Mazda has just revamped their customer service data systems to help raise customer support and satisfaction. Well I haven't seen any of that.

Whats even worse is when I talked to the territory rep he said that the other Mazda dealer is good and he recommends them, but that the technical guys at Tom Bush (this dealer) are some of the best in the Southeast.....

I will see what the Owner has to say about it, if I don't really feel like I am getting anywhere with him, here is my plan:
Letter to MNAO Corporate
Letter to the SE Regional office (to reinfoce my point)
Call and letter to the BBB
Email the local news station anchor who is always doing consumer advocacy reports and stories.
Another follow letter to the dealership

Couple other comments.......
I was never steeming mad, nor do I ever handle myself in more than a cool collective manner. I definelty understand that going in pissed off will get you no where. I will not ask for compensation as that will just make the situation look less worse to them, now if they offer it I would take it obviously But otherwise I would just like to have the solution resolved so that it doesn't happen to another customer. The only way legal action would be necessary is if the original survey had said that the survey results are confidential, thats a privacy issue, and even then I am not the person to go suing everyone.

And if this situation can inspire eveyone to fill out their survey honestly so that maybe we can get some better service, then so be it!!

 

Good attitude. Stay the course, d00d, and good luck! Keep us posted.

 

*** that chik dude. If they give u heat again, give them the worst rating possible!
Ratings are for their performance, if they dont like it they should beef up their game.

 

This isn't anything unique to Mazda, it's an industry isue. I got similar pushiness at a Nissan dealer to give them nothing but perfect scores on the survey. I haven't had any problems since so who knows what I'll get when I go back.

 

You said she "confronted you again" What the hell did she do this time?!

 

A friend of myne submitted a survey giving an Infinity dealer a bad review because he appeared to not know what he was doing. He couldn't answer questions and couldn't make simple maintenance recommendations. Well he later had a small problem with his car and when he called to make an appointment, the service manager told him to go elsewhere they didn't want his business. They gave him the name to another Infinity dealer. When he called that one, the service manager there had apparently been warned. He told him they'll fix his car but he expects a good review on the survey implying otherwise he wouldn't work on it.

 

ask her outand take her to dinner first. make her pay the tab and do the above- tell her you'll give her a great review then:D

 

I've always wondered why Mazda customer experience seems so hit-or-miss. From what you say, it sounds like MNAO has very limited power to enforce standards. That's unfortunate. Hopefully, the GM has his head screwed on right and will honestly try to rectify the situation.

 

I always have my stickers on. And as far as I know they know about the boards and some of the sales people read them frequently. Maybe someone will read this and do something about it.

What I meant by she brought it up again, is she told me she called her Mazda Territory rep (before I had talked to him), and told him she was refuting my survey results. Little did she know I talked to the territory rep after her and she won't be getting that survey removed.

 

It's obvious that some people should not be in the customer service business. Sounds like this woman is one of them.

 

I've got my car going in for the first time tomorrow...man, I'm glad you guys gave me a heads up! I've always been straight up honest on surveys...this may be one where I have to kiss some butt.

 

This story sounds like a nightmare! Reviews by customers are subjective and the results should always be analysed using statistical tools based on sufficient sample sizes. The results should be used to direct improvement activities. To have a service provider coerce better ratings from customers defeats the entire purpose of the survey! Talk about not getting it! This rep would encourage customer feedback if she was the least bit interested in really achieving the service behaviours that would improve her ratings.

 

Thanks for posting this. And I'm glad you finally got your car back in one piece lol ;-)

 

I am of a belief that they must EARN high scores. From what I've been reading here, it seems that honesty may not be rewarded. Of course, I really could care less and will always give my honest opinion. If everyone refrains from the preasure to give "high scores" in fear of poor service, maybe these dealerships will learn to provide better service.

Just my 2 cents...

 

my dealerships have never given me a hard time aabotu a score BUT they did ask when i first went there that if i have any problems that would cause me to give them a bad score that i talk to them up front about it and allow them to correct it out before doing the review. thats a reasonable request i think.

 

and blue grim was doing neither the shouting or the redface stuff. his situation is just uncalled for

 

I had the same customer service problems at my dealer. Just call Mazda USA and offered a formal complaint. After I did this, the dealer was extra catering, and called me directly right away.

It seems like Mazda is aware of poor dealer service, and trying to improve things. The Mazda dealer business is so full of crooks for so long, culture of dishonesty, that it is going to take time to get things right. Mazda is trying to put some heat on its dealers with the survey stuff I assume.

I went in twice, once for the heat shield recall and starter/battery/plugs, and the second time to finally get the starter/battery/plugs fixed only after my complaint. The first time the dealer looked at my car, they reported that they couldn't reproduce the cold start problem and also said I needed a new set of tires "red status tires" on the dealer service slip. WTF, my tires were perfectly fine, half way through their tread.

They called me right away after my rant with Mazda, installed the starter/battery/plugs and this time my tires were "green status OK" on the dealer slip. How do they sleep at night?

 

I abhor "bad service" stories. I got enough of that crap during the "dark years" when I drove GM junk. It's still hard to put into words that I was a Pontiac junkie (no pun intended, but hey!!).

Anyway, I tell my sales guy right up front when I buy, "If you guys give me the shaft everytime something needs done on this car, I will buy a full-page ad in the local paper and smear you're name everywhere and never step back on the lot. You treat me fair, and I'll treat you fair." I have not had one single problem.

 

I wish I had been offered the offer upfront to tell them about the bad service before giving a bad score. I thought that was what the surveys were for and I even did express last time that I wasn't real pleased with the service, she gave some textbook excuses (we tested everything and couldn't reproduce the problem, yet I had it iwhen I drove off the lot, break squel) and there was nothing I could say. Yet she still asked me to give good scores. I figured the surveys were a safe bet to express my opinion whether they used them or threw them away, but I never expected this.

Now that I have slept on it a few nights, I think maybe I could have tried to talk it over with her more when it happened, but I was so uncomfortable and thrown off when it happened that it was had to come back to a rational thought. As Zoom said I didn't react with anger or red face, I just wanted to get my car back and leave.

I think maybe a sit down conversation with her the owner and the service manager may at least help other customers out. I have a very hard time believing that I can go back to that dealership for service. I am praying that the new dealership opening in June close to home will have an awesome service department. I think I will aproach them differently. I will have a discussion up front when I bring the car in for service about the situation that happened at the other dealer then ask that we talk openly about the service and I will pat them on the back with the surveys all they want (given they actually give the good service). Any thoughts on how to approach the meeting with the owner are greatly appreciated.