My letter to Mazda

Mazda North American Operations
Attn: Customer Assistance
Mazda North American Operations
7755 Irvine Center Drive
Irvine, CA 92618-2922

December 10, 2007

To Whom It May Concern:

Subject: Lemon Law Return of my RX-8

I am writing you today in regards to my 2007 RX-8, which has spent more time in the shop for warranty work than I have spent driving it. I’m not kidding. My car has been in the shop a dozen times for warranty work. It has been in the shop four times alone for failures in the passenger airbag system. It is still in the shop for its fourth attempt to repair the airbag system, and as of this moment it has spent FIFTY-FOUR (54!!!) days in the shop on this one problem alone. My patience has run out.

The only thing more outrageous than my car’s time in the shop has been Mazda’s failure at customer service. While the folks at the shop have been helpful, professional, and sympathetic; they are just as frustrated as I at my vehicle’s frequent problems. When I ask what Mazda is going to do about my problems they say it is out of their hands and I need to talk to the dealership or call the 800 number. I talked to the service department manager, who said to let him know if there was anything he could do; but when I asked what he could actually do he admitted that he had no leverage with Mazda and couldn’t really do anything to help me. I talked to my salesman, and asked if he could help me get out from under this lemon without me having to hire a lawyer; and after a few days of research and phone calls he told me there was nothing he could do and that I would need to call the 800 number. Finally, I called the 800 number and as soon as I said I was tired of how often my car was in the shop, and that according to California law my car was a lemon, I was told that they couldn’t talk to me anymore and that I needed to write a letter. Given my experience so far, I have found my customer service interactions less than satisfactory. Good thing I haven’t sent in that survey yet…

So, here we are. In no uncertain terms, my car clearly meets the guidelines and criteria for lemon law return as listed on the California Attorney General’s website. I am going to return this car to Mazda via the lemon law protections guaranteed to California consumers. Take an hour, download my service history for the above referenced VIN, and marvel at the many problems I have had. Then give me a call and let me know whether or not Mazda is going to stand behind their claims of superior customer service and customer satisfaction, and follow the California lemon law guidelines, and offer buy my car back. If I don’t receive a phone call from Mazda within 48 hours of receipt of this letter, as noted on the return receipt, I will be hiring an attorney as this has gone on more than long enough.

Chris Knight

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