Very disappointed with Mazda CPO warranty

Honestly, a different dealer can make a whole difference. I once visited 3 ford dealership asking to do a transmission tsb, i had given up until i had to visit a ford dealer out of town for another issue. I asked and they did the TSB free of charge without even flinching.

so for me i would recommend a different dealer as a step 1. Then if that doesn’t work i would call mazda corp and ask for an update on the email chain you have had. Then escalated it as mentionned by rowlands above.
 
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CX9 Grand Touring
They did that to me when I discovered the LEDS on my 2013 Grand Touring. Claimed, "Light Bulbs" was not on the list of those covered. New light assembly was over $1000.00. Made a few calls that seemed to go nowhere even though I found the part online direct from Mazda for $600.00. Surprised when I went to pick up the car, Mazda of Loma Linda told me that Mazda approved a $1000.00 one time credit and all I had to pay was $100.00. Not sure what happened but I'm glad it worked out.
 

JPL

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2018 Mazda6, CX-9
Bumper to Bumper warranty except for bumpers. Tell them they need to change the name of the warranty. It's like going to Burger King and they tell you they don't sell burgers.

I'm curious to see where exactly the cracks are so it's something to keep an eye on. Any pics?
 
Start with some research. Find your State's department of consumer protection or state attorney General office. You don't need the legal details, just make sure you have the right person or office. Make sure its the right department or your letter will be lost.. Write a formal letter to your state office explaining the issue. Include copies of all paperwork documenting the purchase, warranty terms and conditions, and refusal by Mazda and dealer. Include names, dates and telephone conversation logs with lots of details. Also include your contact info (address, name, phone, email). Include the contact info for the dealer and Mazda Corporate so the state can contact them directly.

Make sure to include a cc: to the dealer and Mazda Corporate USA. If they have a consumer relations office that is a good address to use. Again, the letter is written to your state and copied to the dealer and Mazda. Assuming your state people are in the office.

Either the state will help or maybe you get Mazda attention. But here in Wisconsin this has worked for me in the past. You can also find Mazda social media...I used to use Twitter and would post my concerns there and tag the company consumer relations people. Would often get contacted that way but I prefer the state legal route.

They are effectively in breech of contract which the state does not look favorably on.
 
This got me thinking, I just got a 2017 CX-9 GT which I love and my first Mazda, I was washing the car and I noticed the nose doesnt seems to be supported very well. Matter of fact just pressing down on it or dropping the hood I could see how it would cause cracks.

I feel like I could literally hit the thing and it fall off easily.

I will keep an eye on it, I live in MISS and the roads here SUCK, but also the car came from NY so maybe if it was going to crack it would have already.
 
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2010 CX-9 GT
I'm wondering if it can be cracked due to minor contact with the front end. Going over bumps seems like an odd cause.
 
Instead of the email you should send them a registered letter asking for a fix under warranty. Also you can try emailing their CEO and checking with the NCDS if you can use their service. Last, the NHTSA could consider this a safety issue and ask for a recall.
 
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SF Bay Area
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'17 CX-9 Signature
I'm wondering if it can be cracked due to minor contact with the front end. Going over bumps seems like an odd cause.

There has been no impact. This is why I was puzzled about why and how it happened. Well, until I found the TSB. It is well documented in there, but basically - there is a structural design defect in the bumper of the 2016-1018 models. It's has some weight going in the wrong place and the cracks form at the weakest spot. I got another small crack on the other (driver) side (same spot), just in the last 2 weeks. No impacts anywhere. Not even a carwash. The car has been mostly sitting with a few short drives around town.
 
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SF Bay Area
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'17 CX-9 Signature
Quick update and some GOOD NEWS!

A week or so ago - Mazda Corporate pretty much told me again, in an email, that this is NOT going to be covered by the CPO warranty, without any explanation why. It was a pretty firm "no". :( :devilish:

I decided to listen to some of you here who suggested that I should try the dealer(s) again and i went to the same dealer I went to the first time, just to tell them that Mazda USA sent me to them to deal with this. I had printouts of the CPO contract with what is exluded highlighted, the TSB, and some additional details.
At the dealer, I got to talk to one of the managers there. He came, saw the car, saw the old crack, and then the brand new crack I have now on the driver side. His initial response was "these cracks, even on a new(er) car, may not be covered since they may be a result of an impact".... however since there is a TSB - he was willing to investigate further. I told him about the CPO warranty, I presented the list of "not covered items" and showed him that the bumper was not listed as excluded anywhere. He said that normally CPO warranties do NOT cover any body parts, period. However, even though this is the official answer, he can try to make a case to Mazda USA and get this approved somehow. He asked for 3 days to work on this.

Well.... I got a call on Monday from the dealer, it was approved, but I had to pay a small portion of it - $150. The rest - all parts, labor, paint, all per the TSB will be covered under the CPO. I took the offer.

Still not sure why I am paying $150 for this, but it's not a huge amount, given that my bumper will have to be replaced sooner or later (it's gradually failing due to these cracks) and anywhere else, I will have to pay a lot more for a new one.

I dropped off the car today. They will work on it for 3-4 days (including the paint job). I got a new CX-5 for a loaner, so things are looking much better!!!


Thank you all for the suggestions and guidance during this painful process.
 
Last edited:

sm1ke

Work In Progress..
Moderator
Contributor
:
Canada
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'18 CX-9 Signature
Quick update and some GOOD NEWS!

A week or so ago - Mazda Corporate pretty much told me again, in an email, that this is NOT going to be covered by the CPO warranty, without any explanation why. It was a pretty firm "no". :( :devilish:

I decided to listen to some of you here who suggested that I should try the dealer(s) again and i went to the same dealer I went to the first time, just to tell them that Mazda USA sent me to them to deal with this. I had printouts of the CPO contract with what is exluded highlighted, the TSB, and some additional details.
At the dealer, I got to talk to one of the managers there. He came, saw the car, saw the old crack, and then the brand new crack I have now on the driver side. His initial response was "these cracks, even on a new(er) car, may not be covered since they may be a result of an impact".... however since there is a TSB - he was willing to investigate further. I told him about the CPO warranty, I presented the list of "not covered items" and showed him that the bumper was not listed as excluded anywhere. He said that normally CPO warranties do NOT cover any body parts, period. However, even though this is the official answer, he can try to make a case to Mazda USA and get this approved somehow. He asked for 3 days to work on this.

Well.... I got a call on Monday from the dealer, it was approved, but I had to pay a small portion of it - $150. The rest - all parts, labor, paint, all per the TSB will be covered under the CPO. I took the offer.

Still not sure why I am paying $150 for this, but it's not a huge amount, given that my bumper will have to be replaced sooner or later (it's gradually failing due to these cracks) and anywhere else, I will have to pay a lot more for a new one.

I dropped off the car today. They will work on it for 3-4 days (including the paint job). I got a new CX-5 for a loaner, so things are looking much better!!!


Thank you all for the suggestions and guidance during this painful process.

Happy to hear you got a resolution!
 
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SF Bay Area
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'17 CX-9 Signature
Bumper replaced! The car spent 6 days at the dealer, first attempt to pick it up was not successful since they forgot to replace (or broke) a mounting bracket under the right side headlight. The bumper was sticking out.
I had to return the car to them. 2 days later it was 100% ready.
The paint color match looks good and the bumper is clearly brand new - no cracks, no sagging.

Overall, this ordeal was worth it. It cost me $150 out of pocket, but I got a brand new bumper. I give most of the credit to my local dealer (Capitol Mazda San Jose) for dealing with Mazda corporate and getting this approved.
 
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Mazda CX-9 Signature
Good to know Capitol Mazda was willing to go to bat for you!

Maybe someone can chime in but I think it would be beneficial to clear bra your bumper. It is my personal bias that aftermarket paint would chip a lot easier than factory. And factory paint is weak as is.
 
I am freaking out right now. I have a new-to-me CPO 2018 CX-9. I brought it home 4 days ago and noticed the exact crack from the TSB today. I know it is new because I read this post since its inception. So when I went shopping, I examined those areas carefully.

I'm not optimistic about my chances with it getting covered or even getting a $150 fee. Ugh...so disappointed because I love the CX-9. Such a great car.

Your story is giving me a little hope but we'll see. :(
 
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SF Bay Area
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'17 CX-9 Signature
I am freaking out right now. I have a new-to-me CPO 2018 CX-9. I brought it home 4 days ago and noticed the exact crack from the TSB today. I know it is new because I read this post since its inception. So when I went shopping, I examined those areas carefully.

I'm not optimistic about my chances with it getting covered or even getting a $150 fee. Ugh...so disappointed because I love the CX-9. Such a great car.

Your story is giving me a little hope but we'll see. :(

IF your 2018 CX-9 is still under the original 3yr/36k miles warranty - they will have to fix it, per the TSB, with no questions asked. No worries there.

If you are over the 36k miles, then you should do what I did. Print the CPO paperwork (it's in this discussion), print the TSB, and go to the selling dealer and show them your bumper. Ask for their help. It really plays in your favor that you just bought the car from them too. It's been only 4-5 days. Go back to them ASAP and show them the defect and the TSB explaining that it is a KNOWN issue. They should just cover the repair under warranty.

If they refuse, try another dealer, call Mazda USA, talk to the dealership management, make noise, etc.
Best of luck!!! Keep us updated.