2016-2019 Front Bumper Crack TSB #09-022-20-3720 Be Aware!

All 2016-2019 CX-9 owners should be aware the front bumper likely will crack due to a design defect. Mazda is well aware and issued TSB #09-022-20-3720. Hope yours cracks while still under warranty. If not, Mazda may "assist" you, but they will not pay the full cost of the repair.

I noticed mine while washing at 38,000 miles, just out of warranty. I took it to the dealer, whom said they'd had a few cases and they had to submit a case to Mazda and not to worry. To my surprise, Mazda came back and wanted me to pay about $350 or 22% of the repair cost. I politely appealed to Mazda Customer Service, arguing the bumper is not a wear item and as a common problem caused by a design defect and not me, they should cover the whole cost. After two weeks, I got a short reply stating the warranty department reviewed and approved some assistance and the offer was final. I called and was told the same thing, there was nothing else that could be done. Once the warranty department made a decision, it was final.

Needless to say, I'm shocked and extremely disappointed. I've owned three Mazdas, including an RX-8 which Mazda did go out of their way to cover and remedy their design defects. Given that experience and especially the company's intention of moving up market, I expected a much different outcome. The CX-9 is their signature and most expensive vehicle, failures like this should be unacceptable. I've never had any manufacturer respond in this manner and the atrocious customer service won't help them retain customers.
 
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Mazda CX-9 Signature
All 2016-2019 CX-9 owners should be aware the front bumper likely will crack due to a design defect. Mazda is well aware and issued TSB #09-022-20-3720. Hope yours cracks while still under warranty. If not, Mazda may "assist" you, but they will not pay the full cost of the repair.

I noticed mine while washing at 38,000 miles, just out of warranty. I took it to the dealer, whom said they'd had a few cases and they had to submit a case to Mazda and not to worry. To my surprise, Mazda came back and wanted me to pay about $350 or 22% of the repair cost. I politely appealed to Mazda Customer Service, arguing the bumper is not a wear item and as a common problem caused by a design defect and not me, they should cover the whole cost. After two weeks, I got a short reply stating the warranty department reviewed and approved some assistance and the offer was final. I called and was told the same thing, there was nothing else that could be done. Once the warranty department made a decision, it was final.

Needless to say, I'm shocked and extremely disappointed. I've owned three Mazdas, including an RX-8 which Mazda did go out of their way to cover and remedy their design defects. Given that experience and especially the company's intention of moving up market, I expected a much different outcome. The CX-9 is their signature and most expensive vehicle, failures like this should be unacceptable. I've never had any manufacturer respond in this manner and the atrocious customer service won't help them retain customers.
Unfortunately, TSB is YMMV when you are out of warranty. At this point, maybe use the power of social media to "persuade" Mazda to audit their decision. Jalopnik gets a good amount of views and traffic.
 

sm1ke

Work In Progress..
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Contributor
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Canada
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'18 CX-9 Signature
Sorry to hear about your experience, but it is YMMV as SW mentioned. I would suggest filing a complaint with the BBB. If it were me, I might also try to escalate the issue on the phone, as Mazda's customer service reps have managers/supervisors as well.
 
I fully understand out of warranty. I've never had a body panel crack on any vehicle though, not really an expected failure point. Given the issue is a design defect where "bumper fascia may receive higher than expected forces", my guess it's only a matter of time before all/many of the front bumpers crack in this manner. They produced three years worth of candidates.

I started the thread to alert other owners of the probable impending failure and how Mazda would remedy it. YMMV is obviously disappointing, and thank you for the suggestions, I'll consider them.
 
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SF Bay Area
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'17 CX-9 Signature
Yep, I went through this ordeal with my 2017 Signature CPO covered car. My bumper cracked around 39-40k miles... first on one side and later a saw a small crack on the other side.
Initially, my dealer and Mazda corporate, both refused to cover the bumper. It was beyond frustrating and disappointing. Multiple attempts with the dealer, finally paid off, and they replaced the bumper and I had to pay $150 out of my pocket. Not sure where the $150 went, but I am still happy.