Customer Service?

Mazda looks bad and getting worse....

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Reply to
XS11E
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From my personal experience they've taken major hits in the PRHT allocation system. Still waiting on my order that went in back in Dec06 for an 07. Salesperson not honest and now I'm waiting on an 08.

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Reply to
Jim Becker

Of course nobody knows exactly why customer service takes a hit but since the surveys are compiled among many owners I'd have to guess there may be a drop in all areas, parts, warranty service, sales, etc. That's only a guess, it could be due entirely to bad warranty service or slow parts delivery or what you point out or who knows?

Reply to
XS11E

They seem to be slightly improving to me. There seems to be a couple of points random variation by year, but if you look over a longer period, the trend is clear.

And then there is liars, damn liars, and statistics. Would I really be more satisfied with a Mercedes, a GM, a Ford? Think thrice. But the idiots who buy that sort of thing think obviously greatly of it. We are largely measuring the intelligence and critical facilities of the customer here, rather than anything about cars or companies.

Leon

Reply to
Leon van Dommelen

Overall, my personal experience with my local Mazda dealer has been positive. The only negative has been "attitude" from repairmen, who seem to think I am somehow a lesser being for wanting them to repair my car. ("What's wrong with you? Any dumass could fix that!") It's even worse that I expect them to repair it correctly the first time.

Now that I think about it, it kind of reminds me of my experience with BMW repair & maintenance... only not quite so expensive on such a regular basis.

I've not had that experience having my wife's Celica repaired/maintained. The Toyota people always seem quite happy to see us bring the car in. Celica-- no repairs yet, just maintenance.

YMMV.

Reply to
Aardvark J. Bandersnatch, MYOF

Leon, did you forget to take a med or something? If the sited info was at all confusing or misleading, it wouldn't be when compared to what you said here ........ what did you say here?

Sorry, maybe it's just me! Chris

99BBB
Reply to
Chris D'Agnolo

Maybe it is. I was just pointing out logical errors in the relevance of the numbers cited.

I was not being personal to you.

Or taking things out of context.

Leon

Reply to
Leon van Dommelen

MMDNV (my mileage did not vary)

I've been relatively satisfied with Mazda customer service since I bought my first in '91. But yesterday I had my '06 in for its 15k service and I told the manager that I had an annoying rattle and told him where it was coming from -- beside my right ear. My assumption since I first heard it was that the latch which holds the top down had a loose part but I know better than to give suggestions and to let them figure it out for themselves but I did tell them that I had checked all of the bulletins I had access to and none of them seemed to apply.

An hour later I was paged by the service manager with the breathless news that my OEM tires were very nearly worn out -- like that could be missed even by a blind person. And he was eager to sell me some Dunlop tires that would get "twice the mileage" ($830 IIRC). I told him that I knew about the problem and would take care of it myself.

Then when checkout time came I walked to the car as the mechanic was parking it and he told me that he had "lubricated" my noise away and didn't seem happy when I told him that my problem wasn't the squeak in the service bulletin -- it was a real rattle. But to give him credit for something he did take it out for a test drive and was able to identify the rattle as being in the base of the wind blocker. I happened to be in the parts department main counter as the mechanic came into the "mechanics only" portion and started bitching about the cheap customer who wouldn't buy tires from them but wanted every little thing taken care of. I believe he never did know that I was there within earshot but it seems that his boss sus'd it out and the mechanic was instructed to order a new assembly for the repair rather than trying any kind of a kludge.

I guess it could just have been a tired hot mechanic at the end of a long day blowing off steam and I'm trying to convince myself that this was the case. Otherwise I'd have a reason to start questioning every little thing that the dealer tries to do.

Oh, BTW I ordered new tires from TireRack and will have a recommended installer right down the street install them on Monday or Tuesday. I actually ordered the Michelin OEM-type tires because of all the confusion about performance tire comparisons online and for the moment I'd rather deal with a known quantity. I'm sure I'll have it sorted out by the time the next change is needed. But I know that every test I saw convinced me that the long-wearing Dunlops were crap more suited for a FWD van than an MX-5.

Reply to
John McGaw

Reply to
Chuck

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