Fun with Mazda Customer Service

A few weeks ago I called Mazda Customer Support to get the procedure for a Lemon Law Return on my crappy 2007 RX-8 GT. The call went like this:

Me: Hi, I’d like to inquire about the procedure for returning my car under the Lemon Law.

Him: Let me get your name, VIN, and the dealership where your car is.

Me: [supply information]

Him: OK, let’s see if there is anything we can do to get this repaired for you.

Me: I’m sorry, you seem to have misundersood; I wish to return my vehicle. I am tired of having Mazda try to fix it. You’ve had more than three attempts, and my car has spend more than 30 days in the shop. Under California law my car qualifies as a lemon.

Him: Well, I guess we’ll see what your letter says.

Me: Letter?

Him: Yes, your letter.

Me: What letter?

Him: Since you are not interested in fixing your car you need to file your complaint in writing.

Me: You could have just said that from the beginning. I specifically called to ask what the procedure is, and then you can’t just tell me?

Him: I’m sorry, there is nothing more I can do until I see your letter.

Me: You can’t even talk to me now?

Him: No.

And this is how my interactions started with them. Instead of just telling me what the procedure is, he has to cryptically mention ‘the letter’ instead of flat out saying I need to write one. He didn’t even have the courtesy to spell out what I needed to put in the letter.

It hasn’t gotten any better…


3 Replies to “Fun with Mazda Customer Service”

  1. How about if you buy a Mazda, and discover that it isn’t really a Mazda? The transmission on my Tribute failed completely at 94K and the dealership revealed that my Mazda is, in fact, a Ford. They had to order a remanufactured Ford transmission to replace the one that failed, but not to worry, it comes with a 100K, 3 year warranty. That means it is supposed to last just about as long as the first one, I guess.

    If you can’t even buy a Mazda without being duped into purchasing a Ford under the covers, what use is the whole brand name?

    Toyota the next time for me.

  2. Mazda 3 , 2009

    Subject: A/C problem


    I have Mazda 3 2009 and it is still under warranty , passed 17600 km , last week I faced a problem with the air condition that it was not cooling while car is in stop condition , so I took the car to the agency to identify and attend this problem. After three days they call me and said you have to change A/C air filter and it will be ok (they confirm and insure that it will be ok) I said ok change it which cost 20 BD with labor charge. But when I took the car and check its air cond. I found the problem persist, then again I called them to explain the situation they claim that the Design is like that and they cannot do any thing else.

    For this reason I am sending you this E-mail to insure if the answer of our agent is right or wrong about Mazda 3

    Please advise me what to do



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