Need help contacting Mazda Engineering for a warranty repair

[yrwei52]

I'm back with an update. So, here's what's up and I need to vent my frustration. I took my CX5 in on Monday August 3 with the issue first described. I was told it was a bad ground and the ground was fixed. Started to drive home and it happened right away. We turned around and took it back to the dealer immediately. Our dealer was working with Mazda Tech for a couple days and it was escalated to Mazda Engineering. After a week, Mazda gave the approval to have a new dash module installed to fix the problem. A new module was sent, but it needed to be sent away to be reprogrammed with the mileage from the old dash module - I was told 2-3 days to get it programmed, returned, and installed. 5 days later (today), it's back at the dealer and being installed... Another week off the road. So far it has been off the road 13 business days (15 days total with weekends). I got a call from the dealer saying that the dash module didn't fix the issue and they have to start over again with a call to Mazda Tech Monday morning (today's Friday).

I think you should get a free rental car or a loaner from your dealer, preferably a CX-5, and just be patient. I was skeptical when Mazda wanted to replace whole instrument module as it seems only fixing the surface of the problem, not the source. I still think there is some bad ground, or bad connection somewhere. But if that is the case, it's really taking time and good skill to find the culprit.

 

[MikePlaysGuitar]

I think you should get a free rental car or a loaner from your dealer, preferably a CX-5, and just be patient. I was skeptical when Mazda wanted to replace whole instrument module as it seems only fixing the surface of the problem, not the source. I still think there is some bad ground, or bad connection somewhere. But if that is the case, it's really taking time and good skill to find the culprit.

I hear you. I don't really want to pursue legal action but it is getting SO darn frustrating and we really want our vehicle back. I'm a car enthusiast and I totally understand that it takes a long time to track down an issue sometimes. I just wish the turnaround time was faster. It doesn't sound like this is a common issue that plagues many vehicles based on my research. Lucky me. I am going to take them up on the rental/loaner at this point. I was trying to be a nice guy and not rack up a huge rental bill for the dealer or Mazda (whichever ends up ultimately covering the cost). But, it looks like it's time to take them up on that because the light at the end of the tunnel still isn't visible.

Thanks for listening everyone and your ideas and suggestions. I do appreciate hearing everyone's ideas and opinions.

 

[Buzzer777]

Nice Guy?

I hear you. I don't really want to pursue legal action but it is getting SO darn frustrating and we really want our vehicle back. I'm a car enthusiast and I totally understand that it takes a long time to track down an issue sometimes. I just wish the turnaround time was faster. It doesn't sound like this is a common issue that plagues many vehicles based on my research. Lucky me. I am going to take them up on the rental/loaner at this point. I was trying to be a nice guy and not rack up a huge rental bill for the dealer or Mazda (whichever ends up ultimately covering the cost). But, it looks like it's time to take them up on that because the light at the end of the tunnel still isn't visible.

Thanks for listening everyone and your ideas and suggestions. I do appreciate hearing everyone's ideas and opinions.

Sounds like you are a nice guy, but that doesn't really enter into your situation! At least you got them to offer!

 

[edj_03]

At some point you might want to suggest them replacing the vehicle at their cost. Seems to me cost of troubleshooting and repairs and your own inconvenience at some point will make this more attractive to everyone.

 

[MikeM.]

At some point you might want to suggest them replacing the vehicle at their cost. Seems to me cost of troubleshooting and repairs and your own inconvenience at some point will make this more attractive to everyone.

Not really, the dealer will still have to trouble-shoot and repair it before they can sell it to someone else. Of course this is a good solution for Mike if he can find another comparable CX-5 and the dealer is willing.

 

[yrwei52]

At some point you might want to suggest them replacing the vehicle at their cost. Seems to me cost of troubleshooting and repairs and your own inconvenience at some point will make this more attractive to everyone.

Not really, the dealer will still have to trouble-shoot and repair it before they can sell it to someone else. Of course this is a good solution for Mike if he can find another comparable CX-5 and the dealer is willing.

I thought the decision is to be made by Mazda North American Operations, not by dealer itself. Even if MikePlaysGuitar's CX-5 gets replaced, his old CX-5 with problems will be the property of MNAO, dealer will have nothing to do with it.

 

[MikePlaysGuitar]

The newest update - it's back in the shop for the third time. Mazda is sending a tech specialist to my dealer to look it over on Monday. They wanted me to authorize 400-500 miles so they could drive test it. I said no. Does anyone know why a tech would want to put that much mileage on it? That's a lot of driving and I don't even think it will be hooked up to any scanners or anything. The dealer has seen the issue and I have video of it happening. Racking up mileage won't fix anything.

Also, forgot to mention that the other day, it threw a code I haven't seen yet. P2610 - something about the PCM.

 

[Hank3]

Wow...this situation has been incredibly frustrating to read...can't imagine what the OP is having to endure.

I hope they (dealer and Mazda USA) have been apologetic and will compensate you in some sort of fashion at the end of all this.

 

[limleong]

The newest update - it's back in the shop for the third time. Mazda is sending a tech specialist to my dealer to look it over on Monday. They wanted me to authorize 400-500 miles so they could drive test it. I said no. Does anyone know why a tech would want to put that much mileage on it? That's a lot of driving and I don't even think it will be hooked up to any scanners or anything. The dealer has seen the issue and I have video of it happening. Racking up mileage won't fix anything.

Also, forgot to mention that the other day, it threw a code I haven't seen yet. P2610 - something about the PCM.

I feel for you. Electronic problems could be extremely hard to track down with modern cars which literally have miles of wiring and tons of inter-connecting circuit boards and sensors. From what you are describing, I think it is about time to talk seriously to your dealer and Mazda USA regarding them buying back the vehicle off you. In NZ, your circumstances would have qualified under the Fair Trading Act as goods not fit for purpose.

Even if you agree with to one more shot at repairing, it is best to get agreement that they will replace the vehicle (like for like) if they can't fix it this time. What a nightmare ...

 

[yrwei52]

The newest update - it's back in the shop for the third time.

Sorry to hear this again and I thought you brought your CX-5 to your dealer more than three times now for this same problem?! I think this has to be a rare problem even for Mazda North American Operations as they apparently haven't seen this problem before and are not sure how to fix it at the first shot! Like I said before it's totally out of hands of your dealer and you should bring up a replacement request to MNAO rep as it is totally unacceptable for a year-old car having a such annoying intermittent problem and they, MNAO's tech, couldn't fix it for more than a month. Even if they claimed they've fixed the problem and you really don't know when will be the next time the same exact problem will pop up! What did the MNAO tech say last time when you got your car back? What kind of problem did they say they'd found and what parts did they replace?

I'm kind of remembering there was another guy having similar problem earlier this year and MNAO couldn't fix it for more than a month. But I don't think the guy ever posted back what was the final resolution between him and MNAO.

Do give us the update of your situation!

 

[MikePlaysGuitar]

...and they, MNAO's tech, couldn't fix it for more than a month. Even if they claimed they've fixed the problem and you really don't know when will be the next time the same exact problem will pop up! What did the MNAO tech say last time when you got your car back? What kind of problem did they say they'd found and what parts did they replace?

Actually, the vehicle is in for its third attempt at being fixed for the same issue, but Monday will be the first attempt at fixing by the MNAO tech coming onsite. The first repair was attempted by the dealer's tech and they found bad grounds and a bad wiring harness behind the front bumper. The second time, the dealer's tech ran out of ideas and called MNAO's Tech Line for ideas. Once the Tech Line couldn't figure it out, it went to MNAO's Engineering team and they told the dealer to replace the dashboard module. We have contacted MNAO's customer service group numerous times to express our displeasure. In one of those calls, I mentioned that a buyback or some form of compensation should be considered at some point. I was immediately told my case would be sent to MNAO Management. Soon after I found out that the complaint went up to their Mediation Department. They have said they would like to compensate me, but I've been very careful to to accept anything yet.

I have been in touch with a law firm about this and they said I have a case, but I'm hesitant to use a lawyer. Lawyers have some bad stereotypes, but at the same time I don't think I could go up against MNAO without some kind of professional representation and still get a fair resolution. I'll keep you posted the best I can. Something tells me at some point an attorney or MNAO will say that I can't disclose the outcome of whatever happens in the end. But until then, I'll keep everyone posted.

It's really a shame because up to this point, the CX5 has been great. We love the styling, safety, gas mileage, and reputation for reliability (even though it's relatively new) of the CX5. It sounds like we have that "one in a million", unfortunately.

 

[MikePlaysGuitar]

I received a call today that the specialist and the dealer are going to replace the ABS module. Call me crazy, but that's what members of this forum suggested replacing in the beginning!!! Even the tech at the dealer thought that might be the issue at first! Argh! It'll be in and installed tomorrow. Keeping fingers crossed. I really hope through all this it helps someone diagnose their issue without the same hair-pulling experience. Even more, I hope this actually fixes the problem - though I'm skeptical.

 

[Hank3]

I received a call today that the specialist and the dealer are going to replace the ABS module. Call me crazy, but that's what members of this forum suggested replacing in the beginning!!! Even the tech at the dealer thought that might be the issue at first! Argh! It'll be in and installed tomorrow. Keeping fingers crossed. I really hope through all this it helps someone diagnose their issue without the same hair-pulling experience. Even more, I hope this actually fixes the problem - though I'm skeptical.

I hope it turns out to be the definitive fix. These electrical fixes can be a total bear and nightmare. And when it turns out to be something simple, it's relieving and frustrating at the same time. I spent two months trying to find the culprit to my stalling issues and it turns out it was the fuel pump relay...which I tested and was fine. But once heated up under the hood it would work intermittently. Took the dealer 1.5 days to troubleshoot it.

 

[Hank3]

Any updates?

 

[MikePlaysGuitar]

Sorry I've been bad about updating this. It's been one nightmare after the other. The CX5 went in for its third repair and the Mazda specialist said to replace the ABS Module. They kept the car a couple days and everything appeared to have been fixed. We got the car back and 3 days later, it happened again. We called to let them know - again. Then, this past Monday, it happened while we were in the driveway - but this time, we couldn't shut the car off or shift out of Park! After stabbing the start/stop button repeatedly, we got it to shut off. But now, we can't it to start. Pushing the button only gives power to the accessories but the engine doesn't even try to turn over. So, we took video and sent it to the service manager at the dealer who sent it to MNAO. Mazda's mediation group has been in touch to try to remedy the situation. So, we'll see how that plays out. There's an offer on the table from Mazda, but we are still trying to figure out if it's a good offer or not. We just want a fair resolution and I'm not 100% convinced that we won't get the short end of the stick once it all shakes out. I have a feeling our issues have only just begun...

 

[yrwei52]

Sorry I've been bad about updating this. It's been one nightmare after the other. The CX5 went in for its third repair and the Mazda specialist said to replace the ABS Module.

Sorry to hear things are still dragging on and even getting worse. I really don't know how a bad ABS module has anything to do with your problem! I hope you can get a satisfactory resolution from MNAO, preferably another CX-5 with the condition you can agree upon. I wouldn't want this CX-5 if the MNAO engineers couldn't fix it after many tries.

 

[erhayes]

I would definitely consider this a lemon from the legal term. I would demand they 1. buy it back or 2. supply me with a brand new vehicle and I don't mean a demo with several hundred miles on it. ed

 

[yrwei52]

Any updates? if your problem has not been resolved with Mazda North American Operations, this post from SAMazda may be able to help you:

Smart City Brake Malfunction - New 2016 CX-5

 

[MikePlaysGuitar]

Hi all. Sorry it's been so long to update this. So, here is the final outcome.

Turns out that the 2015 had the HomeLink auto dimming rear mirror installed as a factory option. When the cars arrive at port, the mirror is installed there. Apparently a factory auto-dimming mirror has a slightly different wiring harness than one that is bought aftermarket even though they look and function identically. A factory auto-dimming mirror requires that a connector be removed from the wiring harness first before installation at the port. If it's aftermarket, the connector stays on the harness. Supposedly the installers at the port apparently forgot to remove this connector and since it was a factory installed mirror there was a bad electrical connection that was intermittent and caused the whole dashboard to go haywire.

So, that's the end of that story. Thanks to all for your comments to the thread. Take care,
Mike

 

[MikeM.]

Thanks for the update.

Yes, most issues are caused by human error.