Raptor75

Well the Chicago Tribune just had an article about JD Power's study on customer retention by auto maker. They survived 138,360 customers as to weather they would replace a vehicle with one of the same make. drum roll please........

Out of 36 auto makers rated Mazda finished 35th! the only auto maker rated lower was Isuzu. didn't even know they still made cars.

Well I guess Mazda strategy of ignoring major problems, blaming obvious problem on the customers, penny pinching, and all around indifference to customers is really paying off for them.....Well done Mazda, keep up the good work.

Zoom, Zoom Doom.

playdoh43

link?
hope you got a flame shield

Raptor75

I'm made of asbestos.

Actually this has no reflection on view of the RX-8. I love the car but I really hate the way Mazda supports it, one of the most disappointing experience I have ever had. I'm just sick of being told every thing is fine or it is my fault when I have documented the opposite and they then just ignore the problems. Mazda corp. makes some great vehicle but then treats the customer like crap. I really can't see buying another Mazda after this poor experience. It is a shame because the cars are beautiful.

mysql101

given how well mazda has been doing, I doubt that they're second to last in anything.

SmokeyTheBalrog

Damn funny mysql101, actually took me 2 reads to get that. 3 to make sure I read it write.

toxin440

I love my mazda and ive never really had a problem with their service or the way they take care of customers. however being in the RX8 i will say I feel "ignored" in the way of getting updates or bumps in power for our car.

I realize the RX line has never been a huge seller and its all coming down to the numbers of what they should do to maximize profit. If I was in their boat I'd be doing the same thing. However when one of Mazda's most expensive cars performs like competitors cheaper cars, there is going to be some resentment somewhere.

I'm not flaming mazda - I'm very happy with my car for now. It looks sexy, it carves corners like a hot knife thru butter

saturn

So you're trying to equate "how well mazda has been doing" (which presumably means their sales numbers) with their customer retention rate? First off, their numbers in America aren't great. Second why can't you have both being true? Perhaps most of their new sales are by new customers. Doesn't explain away the bad customer retention numbers.

Not trying to flame Mazda, but your logic is faulty.

mysql101

I'm just saying that their sales numbers are going so well they've cut back on rebates and incentives.

Then factoring in reliability of mazda as a whole, they are doing well all around.

That said, I find it hard to believe they're being abandoned as much as the survey claims.

Raptor75

Maybe he was being "ironic" and saying that he can't believe Mazda is not last?

saturn

Haha, nice. Why didn't I think of that?

TheKDog

Maybe it's because Mazda doesn't offer as wide a range of vehicles as other companies? If I wanted to get an SUV or big truck after the RX8, and I didn't get a Mazda, it wouldn't necessarily be because I was unhappy with the RX8.

9291150

...if the paper says it, well it must be true...oh nooooooooooo!

NoTears316

good job

saturn

I don't believe anything that I don't read on teh Internets.

djkrazy

i love my car and the service is good ... not the greatest though .....

i know that mazda really isnt a big name to begin with ... i mean when i got my car my dad asked me who made it and i said mazda and he was like ..... what never heard of it before

mysql101

mazda isn't as huge as toyota or GM, but if your dad has never heard of it, he doesn't get out nearly enough...

CarAndDriver

Since the OP is too lazy to post the link:

http://www.chicagotribune.com/classi...ck=1&cset=true

saturn

How is that possible?

reaper1

You need to let your daddy out of that closet.

Detrich

ditto what raptor said.

any car co can sell u a car once, but it's how u'r treated after the purchase that determines whether u become a return customer or not. bmw & lexus dealerships do well in this area, because their corporate puts a direct tie-in/ financial incentive with their customer satisfaction surveys. if a dealer gets poor marks, then that dealership loses discounts & preferential treatment until they get their numbers up. it's simple carrot-on-a-stick mentality, but does wonders to how well the company as a whole & their brand name is perceived by customers, which is a good long term strategy.

mazda's really short-sighted if they think that they'll sustain sales numbers without revamping all the problems on the back-end of sales. people will only put up w/ so much bs.

myriadshalaks

iTrader: (1)

has anyone taken a jd power survey? i smell corporate marauding.

btw, mazda is trying to get better in the after sale area. i've been surveyed three times in a month since my new purchase.

TheKDog

^^ I think you are right. I'm not buying another Nissan because of how poor their service was. It really was quite sad.

stormyblu8

The big questions to ask are:

Who paid for the survey????? Who comprised their demographic group? What part(s) of the country where the respondents located? What were the questions/how were they slanted?

The answers to these questions could have a profound effect on the results.

Surveys are usually skewed to be favorable to the entity that paid for them.

fbdevil

Just to add flames to the fire... and I know this will start another debate.... The resale value of Mazda (in Canada) is quite good. Only behind Toyota and Honda.

http://www.newswire.ca/en/releases/a.../28/c7789.html

Detrich

the time frame in which the survey is given is also kinked btw.

i mean, what kind of major problems could u have after just a month- much less surveying u 3 times? sounds fishy to me and a way for mazda to cheat to get more favorable results. c'mon- most ppl are still high from the excitement over getting the new car during that time frame. a more accurate surveying method- which bmw & lexus do- is post purchase, then 6 months, then a year later and so forth with each service visit to the dealership(s).