Something Every RX-8 owner should hear/watch(New Info)
08-04-2006, 04:14 PM
#227
IstanbulNotConstantinople
I got a response from MNAO!
Well, it's more of a reaction. I downloaded the file from Google, and then uploaded it to YouTube.
I just got this email from Youtube.
"Dear Member:
This is to notify you that we have removed or disabled access to the following
material as a result of a third-party notification by Mazda Motor Corporation
claiming that this material is infringing:
Mazda National Dealer Advisory Council - July:
(http://www.youtube.com/watch?v=oXr3b8LO9m8)"
- Cesar -
Well, it's more of a reaction. I downloaded the file from Google, and then uploaded it to YouTube.
I just got this email from Youtube.
"Dear Member:
This is to notify you that we have removed or disabled access to the following
material as a result of a third-party notification by Mazda Motor Corporation
claiming that this material is infringing:
Mazda National Dealer Advisory Council - July:
(http://www.youtube.com/watch?v=oXr3b8LO9m8)"
- Cesar -
08-04-2006, 04:20 PM
#229
Originally Posted by BunnyGirl
He lost it? Do you mean he "accidentally" sold it to someone else or the order didn't go through?
08-04-2006, 04:21 PM
#230
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Originally Posted by otherside
A quick update. I have yet to hear from the Mazda CARE team in response to my e-mail. I talked to my DCSM (district manager) today and she knew nothing about the leaked dealer council meeting. I told her all about it and the comments from the forum. She will tell someone about this, she gets right on these things so we will see.
My take on this is that dealers in the hot weather climates were getting slammed by customers because of the many quality issues. The dealer council decided to come up with the plan of eliminating the RX8 "scores" from the survey responses in hopes of proctecting the dealers from bad surveys due to quality issues. The surveys are extremely important to the dealers. They are Mazdas dangling carrot. Thats why it makes no sense for a dealer service department not to care. If surveys are bad, they are pissing dealer money away. If I caused such an issue at my dealer, I would be fired. In my opinion, everyone needs to relax. Dont get rid of your RX8, still consider buying that other Mazda product for a family member re: CX7, Mazda 6 etc...Dont feel like the red headed stepchild. The dealer council video was a knee jerk reaction and void of complete information or explanation. Believe me, Iwill be all over this until a statement from Mazda of some kind is done. I've been known to stir the sh-t.
So, until then, keep loving your car. This is just another unique situation for a unique car.
My take on this is that dealers in the hot weather climates were getting slammed by customers because of the many quality issues. The dealer council decided to come up with the plan of eliminating the RX8 "scores" from the survey responses in hopes of proctecting the dealers from bad surveys due to quality issues. The surveys are extremely important to the dealers. They are Mazdas dangling carrot. Thats why it makes no sense for a dealer service department not to care. If surveys are bad, they are pissing dealer money away. If I caused such an issue at my dealer, I would be fired. In my opinion, everyone needs to relax. Dont get rid of your RX8, still consider buying that other Mazda product for a family member re: CX7, Mazda 6 etc...Dont feel like the red headed stepchild. The dealer council video was a knee jerk reaction and void of complete information or explanation. Believe me, Iwill be all over this until a statement from Mazda of some kind is done. I've been known to stir the sh-t.
So, until then, keep loving your car. This is just another unique situation for a unique car.
The dealers have said to Mazda:
"The Rx8 has too many problems. we can't keep the buyers happy, and it's not our fault, it's the car. It's not fair to judge us based on Rx8 owners complaints."
And Mazda said:
"Your right, it's not fair. That car's problems are going to make its buyers mad. We won't count understandable customer anger against you."
I don't really feel dealer service is that important, I can always find a non-dealer mechanic. What bothers me is that Mazda has implicitly said that Rx8 reliability is in a different leage from any other car in their lineup. They have other enthusiast cars (Mx5, speed 6, speed 3), they have other new models (Mx5, speed 6, speed 3, Cx7). Only the Rx8 is bad enough to be removed from CARE scores. How many engines have failed, what is Mazda's estimated MTBF for the engine? This move by Mazda has taken away my confidence that my car can get to 100k on one engine.
--R.
08-04-2006, 04:21 PM
#231
Administrator
Thread Starter
i expected teh video to go down. youtube and google need to cover their butts. its a news issue though and its already out. cant put the geni back in the bottle
08-04-2006, 04:29 PM
#234
Momentum Keeps Me Going
What BunnyGirl's answer from MNAO seemed to say is the RX-8 has been ELEVATED to a special service category of its own where we will get SPECIAL service and enhanced notice of problems (and hopefully resolutions), wo/punishing the dealer for letting the customer give REAL answers to explain what those PROBLEMS are.
That's not a bad thing! That's a good thing!
I'd say it shows their dedication to resolving issues and making sure the rotary is ready for wider use. That may be a positive spin, but interpretation can go both ways. We have no definitive answers yet.
That's not a bad thing! That's a good thing!
I'd say it shows their dedication to resolving issues and making sure the rotary is ready for wider use. That may be a positive spin, but interpretation can go both ways. We have no definitive answers yet.
08-04-2006, 04:31 PM
#235
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I can only speak about Spain. I don't know how this has or will apply to us. All I can say is that we seem to get what you get, whether good or bad, a few months after you.
I could be wrong, but I believe we only got Rx7 Fc, Fd and Rx8s. Rotary culture is not common among Mazda dealers here. Heck! even one Mazda Mechanic told me the Rx7 Fd had a 2 liter V6 turbocharged engine.....
Bottom line is, I own a '05 MT 231 Hp (218 dyno-measured, yes dynos here ALWAYS take tranny losses into account, 185 Whp car). I've never had any problems with it whatsoever. What I read here is definitely bad news; anyway it won't hold me back from buying an RX-8 all over again, even another Mazda (I've already had three).
I could be wrong, but I believe we only got Rx7 Fc, Fd and Rx8s. Rotary culture is not common among Mazda dealers here. Heck! even one Mazda Mechanic told me the Rx7 Fd had a 2 liter V6 turbocharged engine.....
Bottom line is, I own a '05 MT 231 Hp (218 dyno-measured, yes dynos here ALWAYS take tranny losses into account, 185 Whp car). I've never had any problems with it whatsoever. What I read here is definitely bad news; anyway it won't hold me back from buying an RX-8 all over again, even another Mazda (I've already had three).
08-04-2006, 04:35 PM
#236
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Official Mazda Response
Following is the official response from Mazda North American Operations regarding the discussion on RX-8 CARE scores:
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
08-04-2006, 04:44 PM
#238
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Even though I'm out of your reach in every sense, this response has really made me regain my confidence in Corporate Mazda (I never lost my confidence in your product).
Thank you very much Jeremy, thank you very much indeed.
Thank you very much Jeremy, thank you very much indeed.
08-04-2006, 04:44 PM
#239
Bummed, but bring on OU!
Having 2 threads is getting hard to keep up with.
But that's a nice, vague response that says nothing. They talk about how CARE will still affect dealers, blah, blah, blah. There's still no Rx-8 in there, which was the whole point anyway.
But that's a nice, vague response that says nothing. They talk about how CARE will still affect dealers, blah, blah, blah. There's still no Rx-8 in there, which was the whole point anyway.
08-04-2006, 04:47 PM
#241
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Originally Posted by therm8
Having 2 threads is getting hard to keep up with.
But that's a nice, vague response that says nothing. They talk about how CARE will still affect dealers, blah, blah, blah. There's still no Rx-8 in there, which was the whole point anyway.
But that's a nice, vague response that says nothing. They talk about how CARE will still affect dealers, blah, blah, blah. There's still no Rx-8 in there, which was the whole point anyway.
Jeremy Thank for the response, really apreciated
08-04-2006, 04:52 PM
#242
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^ man some folks are soooo easy.
Yep! That was my impression as well. "The proof is in the pudding" so to speak.
Originally Posted by therm8
But that's a nice, vague response that says nothing.
08-04-2006, 04:56 PM
#243
Bummed, but bring on OU!
Originally Posted by tiggerlee
Yep! That was my impression as well. "The proof is in the pudding" so to speak.
Beware the Jedi mind tricks.
08-04-2006, 05:06 PM
#244
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The "Official Response" includes:
"Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control."
This is exactly my concern. I appears that MNAO believes that Rx8 customer dissatisfaction is not within the dealer's control.
--R.
"Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control."
This is exactly my concern. I appears that MNAO believes that Rx8 customer dissatisfaction is not within the dealer's control.
--R.
08-04-2006, 05:08 PM
#245
Administrator
Thread Starter
Originally Posted by jeremyB
Following is the official response from Mazda North American Operations regarding the discussion on RX-8 CARE scores:
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
want to make sure this is easy to find. ill copy it to the first post as well.
08-04-2006, 05:10 PM
#246
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Originally Posted by Spin9k
What BunnyGirl's answer from MNAO seemed to say is the RX-8 has been ELEVATED to a special service category of its own where we will get SPECIAL service and enhanced notice of problems (and hopefully resolutions), wo/punishing the dealer for letting the customer give REAL answers to explain what those PROBLEMS are.
That's not a bad thing! That's a good thing!
I'd say it shows their dedication to resolving issues and making sure the rotary is ready for wider use. That may be a positive spin, but interpretation can go both ways. We have no definitive answers yet.
That's not a bad thing! That's a good thing!
I'd say it shows their dedication to resolving issues and making sure the rotary is ready for wider use. That may be a positive spin, but interpretation can go both ways. We have no definitive answers yet.
08-04-2006, 05:16 PM
#247
Bummed, but bring on OU!
Originally Posted by RexApex
The "Official Response" includes:
"Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control."
This is exactly my concern. I appears that MNAO believes that Rx8 customer dissatisfaction is not within the dealer's control.
--R.
"Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control."
This is exactly my concern. I appears that MNAO believes that Rx8 customer dissatisfaction is not within the dealer's control.
--R.
Right, but the Rx-8 has been deemed out of dealers' control, hence the discussion. Anyone else not fooled by this mumbo jumbo from Mazda? Read the statement, I mean really read it.
08-04-2006, 05:18 PM
#248
Administrator
Thread Starter
Well cam it apparently takes longer than i suspected to do the due dilligence that "speaking on the companies behalf" requires. Mr. Barnes has emailed me with basically the response above and has been cordial and understanding of my concerns. He has assured me that this is not a turning of the back to RX-8 owners and that, while he can not go into specific confidential corporate matters, the customer satisfaction of the RX-8 owners is just as important as their other vehicles. We ar eonly seeing a smal section of the restructing of their CARE survey operations with what bunny girl has reported beign more. so the video is a bit out of context.
its only a small part of the bigger pictrure as the saying goes
its only a small part of the bigger pictrure as the saying goes
08-04-2006, 05:19 PM
#249
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Well, I know I'll get flamed (Deserved maybe) but I consider Spain a developed EU country and it could be really hard to get a response like that.
Don't take it for granted, they seem to care about it. Whether it is a reaction to the video or corporate policy, they have taken care of it.
Don't take it for granted, they seem to care about it. Whether it is a reaction to the video or corporate policy, they have taken care of it.
Last edited by maikelnait; 08-04-2006 at 05:21 PM.
08-04-2006, 05:21 PM
#250
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Well, just caught up with the thread. At least Mazda/Jeremy Barnes responded. Of course he's going to be somewhat vague, as he stated (and we all knew) this is inside/confidential info we saw.
Ive had great service at University Mazda, from the purchase forward. To me it sounds at though dealership cust. ser. issues will still be "counted" towards something. Rude tech..dealership is accountable. Repairs/TSB's/warranty work requested and agreed to be done not completed/completed on time..dealership is accountable. Thats all I want.
Of course, now I feel like an a**hole for the email I sent to MNAO last night. As long as the service Ive been receiving continues Im a happy camper.
Maybe something has come of this that works in our favor, maybe MNAO will advise dealers that the majority of RX-8 owners are aware of the CARE/survey process and we should be treated even better than before.
Ive had great service at University Mazda, from the purchase forward. To me it sounds at though dealership cust. ser. issues will still be "counted" towards something. Rude tech..dealership is accountable. Repairs/TSB's/warranty work requested and agreed to be done not completed/completed on time..dealership is accountable. Thats all I want.
Of course, now I feel like an a**hole for the email I sent to MNAO last night. As long as the service Ive been receiving continues Im a happy camper.
Maybe something has come of this that works in our favor, maybe MNAO will advise dealers that the majority of RX-8 owners are aware of the CARE/survey process and we should be treated even better than before.