On 11th January 2021, my 2012 Mazda Grand Touring CX-5 broke down whilst driving at speed along a freeway. All symptoms are the same as the October 2019 recall (https://www.productsafety.gov.au/re...my2014-2016-mazda6-and-mazda-cx-5-my2012-2018).
It was towed to a Mazda dealership where it has now been for approaching 3 weeks, with no clear date when it can/will be repaired. We have been told there is carbon build up in the intake shutter valve - the same as the recall. And we were told the required part has been on back-order and wouldn't be in for weeks.
However, all the posts I can find on this say that Mazda has been helpful to resolve the issue. This hasn't been the case for us. Furthermore, Mazda has reviewed our case, and they are only offering to pay for parts which is about $51, but the labour cost is about $600 I've been told. I had Mazda review the case a second time, and they are sticking to their stance because the car is 8 yrs old.
Mazda Australia has told me:
- They won't provide any details which can be used to confirm whether this is related to the recall, and wont provide any further information about the recall.
- They won't tell me what has caused the failure.
- They won't tell me if I may/will experience this failure again in the near future after the repair.
- They won't tell me whether this is a common problem.
- They are pushing me back towards the dealership to understand the technical details about the fault.
- They confirmed they have a public media team, but I cannot speak with them. They are purely there to manage company brand once a complaint has hit the news cycle.
Just generally unhelpful! And their review process took 2 weeks, with broken promises to call me back. I had to continue to chase them, and still had no positive outcome.
I am really upset by this, and I am considering my options to pursue this further. Has anybody been through this with Mazda or had this issue? Does anybody have any advice before I escalate this outside of Mazda?
Thanks for any advice given.
It was towed to a Mazda dealership where it has now been for approaching 3 weeks, with no clear date when it can/will be repaired. We have been told there is carbon build up in the intake shutter valve - the same as the recall. And we were told the required part has been on back-order and wouldn't be in for weeks.
However, all the posts I can find on this say that Mazda has been helpful to resolve the issue. This hasn't been the case for us. Furthermore, Mazda has reviewed our case, and they are only offering to pay for parts which is about $51, but the labour cost is about $600 I've been told. I had Mazda review the case a second time, and they are sticking to their stance because the car is 8 yrs old.
Mazda Australia has told me:
- They won't provide any details which can be used to confirm whether this is related to the recall, and wont provide any further information about the recall.
- They won't tell me what has caused the failure.
- They won't tell me if I may/will experience this failure again in the near future after the repair.
- They won't tell me whether this is a common problem.
- They are pushing me back towards the dealership to understand the technical details about the fault.
- They confirmed they have a public media team, but I cannot speak with them. They are purely there to manage company brand once a complaint has hit the news cycle.
Just generally unhelpful! And their review process took 2 weeks, with broken promises to call me back. I had to continue to chase them, and still had no positive outcome.
I am really upset by this, and I am considering my options to pursue this further. Has anybody been through this with Mazda or had this issue? Does anybody have any advice before I escalate this outside of Mazda?
Thanks for any advice given.