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Thread: CX-9 Paint Defect ... Undisclosed damage in transit?

  1. #31
    Registered Member JPL's Avatar

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    Quote Originally Posted by deepfriedsushi View Post
    Less than 2 weeks after we got our Machine Grey CX9, our rear bumper got love tapped by a inattentive driver. This resulted in the shop replacing the whole rear bumper with a new OEM one and fresh paint.

    I asked the shop how difficult this paint was, he said it wasn't too bad. Just a 2 stage paint with the addition of a special toner. He said this wasn't out of the ordinary and pointed out that the toyota pearl white paint was more difficult because it's a 3 stage paint process and was much harder to match.

    Luckily they didn't have to blend the paint into the rear quarter panels. Just painted the bumper by itself. They did a very good job because the paint matches the rest of the car. So it's back to being brand new.

    Thing is, Machine Grey is a 3 stage process. I'm afraid these shops aren't duplicating Mazda's process. They really can't. Hopefully it's not really discernable to the eye.

  2. #32
    Apex? Where?! deepfriedsushi's Avatar

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    Whatever process the shop I used did, they seemed to have done a good job. This is a day after I got the car back from the shop.






  3. #33
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    Quote Originally Posted by JPL View Post
    Thing is, Machine Grey is a 3 stage process. I'm afraid these shops aren't duplicating Mazda's process. They really can't. Hopefully it's not really discernable to the eye.
    Tricoat/pearl paints are pretty common these days... main thing is finding good paint shop that has experience and knows what they're doing.

  4. #34
    Registered Member JPL's Avatar

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    Quote Originally Posted by chris76 View Post
    Tricoat/pearl paints are pretty common these days... main thing is finding good paint shop that has experience and knows what they're doing.
    Yes, good body shops do the tri-color jobs. It's just that Mazda has a very specific and unique process with Machine Grey and Crystal Soul Red that are particularly hard to do. Mazda is the only mainstream brand doing such paint jobs at their price points.





    An interesting article describing the new colors.

    http://www.repairerdrivennews.com/20...-paint-colors/

  5. #35
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    Here's the paint defect on my CX-9:

    https://www.mazdas247.com/forum/albu...hmentid=218743

    You're seeing the reflection of the garage door above the roof.

    The "patterned" defect ran from close to the moonroof, back to the top of the lift gate where there were splashes/drops of the same substance.
    In the middle of it all, there was also a small, odd shaped circular scratch that looked like something metal (hose nozzle perhaps) hit the paint finish.

    Fortunately, this was all in the clear coat only and the indie paint guy at the dealership did a great job buffing it out.
    He wet sanded using 2500 grit; it took him several hours to do it. Now, you can't tell anyone has been there.

    Nelson Mazda did an incredible job in handling this for me ...
    Apology given, immediate attention to the problem,
    loaner car on the spot, fixed that day. Patrick, the dealership manager followed up saying, "find any more spots,
    bring it in directly to me." Awesome service my friends.

    Early on, after the Machine Gray color was introduced, Mazda had to fly a guy in from Japan to Nelson in order to train
    guys on how to work with the special finish. Evidently, it's tricky to deal with.
    Last edited by Fruitwolf; 03-10-2018 at 10:40 PM. Reason: Posting photo is a pain in the ass.

  6. #36
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    Fruitwolf, thanks for sending pics of your CX-9 paint defects. Pretty clear that quality control is not perfect. I am glad the dealer took care of the issue for you!

    Today I spoke with Sara at Mazda, who I've been working with on this issue. I have to say, I am a bit irritated with the way Mazda is handling this case. I am 10 minutes from my local Mazda dealer (Tracy Mazda) and took it there and had their service manager confirm that there is a paint defect (which appears to be non-factory paint). Additinally, Mazda confirmed that the vehicle was not repaired at the port, so at this point they are basically tossing it back to the selling dealer, Putnam Mazda, which is very inconvenient for me and 1 to 1.5 hours away. As a result, I have to take time out of my busy schedule and make arrangements with my job to take this vehicle back to Burlingame, so the General Manager can inspect the vehicle and decide how to proceed. I asked Sara at Mazda, "If the dealer I purchased the vehicle from refuses to take responsibility for the paint issue, is Mazda going to stand behind this issue so that I get taken care of?" She replied, "Well we need to go through these steps first," but would not confirm that Mazda would cover the issue under warranty. I told her that I would prefer that this issue could be handled by my local dealer and their body shop, but she basically said that "All Mazda dealers are independent franchises, and it depends on whether they have a working relationship with each other, blah blah blah." So, my wife and I are making the 60 mile trek back to Putnam Monday morning to talk to Al Vasquez, the dealer GM. Very disappointed that Mazda isn't just fixing this straight away and forcing me to jump through dealer hoops. Mazda should be responsible for EVERY aspect of a vehicle under the warranty, and then THEY can sort things out with the local dealers as to who is the "responsible party." This should have started and ended for me with the inspection by the Tracy Mazda service manager. If Mazda wants to get a premium reputation in the U.S., they'd better start acting like a premium company.
    Last edited by chris76; 03-11-2018 at 02:27 AM.

  7. #37
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    I think you have to start demanding results and ask to speak to Sara's manager. You as a customer should not be tossed back and forth by the dealership and corporate. They should sort this out themselves and not trouble you at all. Paint on the car was not to standard. Either paint defect by manufacturer and warrantied or paint was screwed with and dealership should fix it. Very simple. Ask for the manager because you are tired of this blame game

  8. #38
    Registered Member JPL's Avatar

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    Quote Originally Posted by chris76 View Post
    Fruitwolf, thanks for sending pics of your CX-9 paint defects. Pretty clear that quality control is not perfect. I am glad the dealer took care of the issue for you!

    Today I spoke with Sara at Mazda, who I've been working with on this issue. I have to say, I am a bit irritated with the way Mazda is handling this case. I am 10 minutes from my local Mazda dealer (Tracy Mazda) and took it there and had their service manager confirm that there is a paint defect (which appears to be non-factory paint). Additinally, Mazda confirmed that the vehicle was not repaired at the port, so at this point they are basically tossing it back to the selling dealer, Putnam Mazda, which is very inconvenient for me and 1 to 1.5 hours away. As a result, I have to take time out of my busy schedule and make arrangements with my job to take this vehicle back to Burlingame, so the General Manager can inspect the vehicle and decide how to proceed. I asked Sara at Mazda, "If the dealer I purchased the vehicle from refuses to take responsibility for the paint issue, is Mazda going to stand behind this issue so that I get taken care of?" She replied, "Well we need to go through these steps first," but would not confirm that Mazda would cover the issue under warranty. I told her that I would prefer that this issue could be handled by my local dealer and their body shop, but she basically said that "All Mazda dealers are independent franchises, and it depends on whether they have a working relationship with each other, blah blah blah." So, my wife and I are making the 60 mile trek back to Putnam Monday morning to talk to Al Vasquez, the dealer GM. Very disappointed that Mazda isn't just fixing this straight away and forcing me to jump through dealer hoops. Mazda should be responsible for EVERY aspect of a vehicle under the warranty, and then THEY can sort things out with the local dealers as to who is the "responsible party." This should have started and ended for me with the inspection by the Tracy Mazda service manager. If Mazda wants to get a premium reputation in the U.S., they'd better start acting like a premium company.
    Businesses often fail to understand that it's ultimately cheaper to just do right by the customer the first time around.

  9. #39
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    Quote Originally Posted by chris76 View Post
    ... their service manager confirm that there is a paint defect...
    This is a great lesson in why you never buy a car from a distant dealer but instead get your local guy to go get it and match the price (did this with my CX-5). I'm sorry it's too late now for you.

    You're being way too nice with Mazda IMHO. You do not need to go through any steps as Sara seems be stating as they just benefit Mazda. Read your warranty and demand satisfaction with a minimum of effort on your part.

    Dealers act as manufacturer's agents in determining the validity of warranty claims as it's part of their responsibility as franchisees.

    This discussion really should stop at the point above where the local dealer determines it's a paint defect since a valid warranty claim has now been established. The Service Manager is not a paint expert so his opinion about non-oem paint is irrelevant unless he was denying a warranty claim due to a failed repair. Even then, dealers fix poor warranty repairs made by other dealers all the time and simply bill Mazda again for the work.

    Whether or not it was fixed at the port is also none of your concern. You have a bumper to bumper warranty on this vehicle with Mazda USA. So long as YOU didn't cause the defect or botch the repair, it is Mazda USA's (and by extension their dealer network's) problem. Even if Mazda can show direct repair/negligence by the other dealer, it's not your problem as Mazda's agent made the repair and sale. You are due warranty service at the dealer of your choice.

    I would not be driving 100's of miles back and forth to take care of this. Let Mazda duke it out with the other dealer to recoup the cost if they so desire.

    Time to get a lawyer friend to write a nasty letter.

  10. #40
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    Thaumaturge... the reason I bought from the distant dealer is because none of the other regional dealers were willing to price match their offer: $38,688 for a Signature, which was too good of a deal to pass up. Closest I could get from other dealers was $39,736. Obviously, if I had thought that accepting a low price would have meant that I was compromising on the condition of the vehicle, I would not have done it.

    It looks like this is going to move forward with Mazda. I took the vehicle to Putnam Mazda yesterday, which actually worked out because I had to drop my wife off at SFO. General Manager and Service Manager inspected the vehicle and stuck to their line of "we didn't do anything to it." I told them, "I don't care who is responsible, you or Mazda, I just want it fixed. So, if you didn't do anything to it, then it's clearly a factory defect." Response, "Yep, factory defect." Who knows, maybe somehow it bizarrely was, even though my BS detector says otherwise. In any event, they submitted a work order to Mazda noting that the paint is "faded" and I called and notified Mazda corporate that Putnam had inspected the vehicle and found the paint to be defective.

    Mazda is sending out a factory rep to inspect the car when I get back from vacation to figure out how to proceed with the repair. I asked Tracy Mazda if it's "standard procedure" for Mazda to send out a factory rep to look at the vehicle when there's paint issues, and their Service Manger said, "Pretty much, yes." I have a good vibe from Tracy Mazda and feel like they're advocating for me... they seem genuinely concerned even though I didn't buy the vehicle from them. I'll definitely be taking it there for all service issues.

    I'll provide an update after I get back from vacation and meet with the factory rep.
    Last edited by chris76; 03-13-2018 at 02:36 PM.

  11. #41
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    Pretty sure the rep will deny factory defect and close the claim. Then the responsibility will fall on the dealership which they will also deny. I wish all will go well but do start planning your next step of action knowing that original dealership is full of scumbags

  12. #42
    ZOOOOOOOOOM ZOOOOOOOOOOOM mazdadude's Avatar

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    Quote Originally Posted by Silly Wabbit View Post
    Pretty sure the rep will deny factory defect and close the claim. Then the responsibility will fall on the dealership which they will also deny. I wish all will go well but do start planning your next step of action knowing that original dealership is full of scumbags
    This is my concern as well...

    Out of curiosity, do you still have the big window sticker that shows what dealer the CX-9 you bought was originally delivered to?
    Mazda's I have owned over the years. (boom07)
    80' Mazda GLC SPORT MT - sold
    81' Mazda 626 DX MT - sold
    81' Mazda 626 LX AT - sold
    82' Mazda 626 DX MT - sold
    82' Mazda 626 LX AT - sold
    85' Mazda 626 LX MT - sold
    87' Mazda 626 GT Turbo MT - sold
    85' Mazda RX-7 GSL-SE MT- sold
    87' Mazda RX-7 Turbo 2 MT - sold
    91' Mazda Protege LX MT - sold
    92' Mazda MX-5 Miata MT - sold
    93' Mazda MX-3 GS-V6 Special Edition MT - sold
    00' Mazda 626 LX-V6 MT - sold
    02.5' Mazda Protege5 MT - sold
    92' Mazda MX-5 Miata MT - sold
    06' Mazda 5 Touring AT - sold
    13' Mazda CX-5 Touring AT - sold
    14' Mazda 3i Grand Touring MT - sold
    15' Mazda CX-5 Touring AWD AT - sold
    03' Mazda Protege5 AT - sold
    16.5' Mazda CX-5 Touring AWD AT - current
    09' Mazda Mazdaspeed3 GT - current

  13. #43
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    This crossed my mind also. I've already planned out next steps and have all my ducks in a row if need be... and I'm not the kind of person that simply rolls over. Service Manager at Tracy Mazda seems to think Mazda corporate will definitely take care of it, so I'm going to give the process a chance.

  14. #44
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    Quote Originally Posted by mazdadude View Post
    Out of curiosity, do you still have the big window sticker that shows what dealer the CX-9 you bought was originally delivered to?
    I do. Vehicle was sold and delivered directly to Putnam Mazda in Burlingame, CA.

  15. #45
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    Quote Originally Posted by chris76 View Post
    Thaumaturge... the reason I bought from the distant dealer is because none of the other regional dealers were willing to price match their offer: $38,688 for a Signature, which was too good of a deal to pass up. Closest I could get from other dealers was $39,736. Obviously, if I had thought that accepting a low price would have meant that I was compromising on the condition of the vehicle, I would not have done it.

    It looks like this is going to move forward with Mazda. I took the vehicle to Putnam Mazda yesterday, which actually worked out because I had to drop my wife off at SFO. General Manager and Service Manager inspected the vehicle and stuck to their line of "we didn't do anything to it." I told them, "I don't care who is responsible, you or Mazda, I just want it fixed. So, if you didn't do anything to it, then it's clearly a factory defect." Response, "Yep, factory defect." Who knows, maybe somehow it bizarrely was, even though my BS detector says otherwise. In any event, they submitted a work order to Mazda noting that the paint is "faded" and I called and notified Mazda corporate that Putnam had inspected the vehicle and found the paint to be defective.

    Mazda is sending out a factory rep to inspect the car when I get back from vacation to figure out how to proceed with the repair. I asked Tracy Mazda if it's "standard procedure" for Mazda to send out a factory rep to look at the vehicle when there's paint issues, and their Service Manger said, "Pretty much, yes." I have a good vibe from Tracy Mazda and feel like they're advocating for me... they seem genuinely concerned even though I didn't buy the vehicle from them. I'll definitely be taking it there for all service issues.

    I'll provide an update after I get back from vacation and meet with the factory rep.
    To me it sounds as though this may
    get resolved soon. I hope it does Chris as I just can't see Mazda porking you as this vehicle is new. Please keep us posted.

    Man am I thankful for the dealership I bought from. They took care of my paint issue big time.

    I paid much more than you did for your Signature. Mine came with a lifetime engine and powertrain warranty (repaired wherever I want) as long as I take it in for standard service intervals. This certainly wasn't free but good for me as I plan on keeping my Mazda for a long time. Plus like I said before, my dealership rocks.

    I'm rooting for ya bro. This is a pain in the ass now but it's temporary, as is everything. 👍🏻

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