Get Customer Assistance Guide for Mazda Cx-5 SUV First Generation (2013-2016)

Customer Information and Reporting Safety Defects

Customer Assistance

Customer Assistance (U.S.A.)

Your complete and permanent satisfaction is our business. We are here to serve you. All

Authorized Mazda Dealers have the knowledge and the tools to keep your Mazda vehicle

in top condition.

If you have any questions or recommendations for improvement regarding the service of

your Mazda vehicle or servicing by Mazda Dealer personnel, we recommend that you take

the following steps:

NOTE

If it becomes necessary to have the components or wiring system for the supplementary restraint

system modified to accommodate a person with certain medical conditions in accordance with a

certified physician, contact an Authorized Mazda Dealer. For more information, go to NHTSA

website www.safercar.gov (VEHICLE SHOPPERS → Air Bags → Air Bag FAQs → Air Bag

Deactivation).

qSTEP 1: Contact Your Mazda Dealer

Discuss the matter with an Authorized Mazda Dealer. This is the quickest and best way to

address the issue.

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If your concern has not been resolved by the CUSTOMER RELATIONS, SALES,

SERVICE, or PARTS MANAGER, then please contact the GENERAL MANAGER of

the dealership or the OWNER.

If it becomes necessary to have the components or wiring system for the supplementary

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restraint system modified to accommodate a person with certain medical conditions in

accordance with a certified physician, go to STEP 2.

qSTEP 2: Contact Mazda North American Operations

If for any reason you feel the need for further assistance after contacting your dealership

management or it becomes necessary to have the components or wiring system for the

supplementary restraint system modified to accommodate a person with certain medical

conditions in accordance with a certified physician, you can reach Mazda North American

Operations by one of the following ways.

Log on: at www.mazdaUSA.com

Answers to many questions, including how to locate or contact a local Mazda dealership in

the U.S., can be found here.

E-mail: click on “Contact Us” located on the “Inside Mazda” tab, or at the bottom of the

page at www.mazdaUSA.com

By phone at: 1 (800) 222-5500

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Customer Information and Reporting Safety Defects

Customer Assistance

By letter at:

Attn: Customer Assistance

Mazda North American Operations

7755 Irvine Center Drive

Irvine, CA 92618-2922

P.O. Box 19734

Irvine, CA 92623-9734

In order to serve you efficiently and effectively, please help us by providing the following

information:

1. Your name, address, and telephone number

2. Year and model of vehicle

3. Vehicle Identification Number (17 digits, noted on your registration or title or located on

the upper driver's side corner of the dash)

4. Purchase date and current mileage

5. Your dealer's name and location

6. Your question(s)

If you live outside the U.S.A., please contact your nearest Mazda Distributor.

qSTEP 3: Contact Better Business Bureau (BBB)

Mazda North American Operations realizes that mutual agreement on some issues may not

be possible. As a final step to ensure that your concerns are being fairly considered, Mazda

North American Operations has agreed to participate in a dispute settlement program

administered by the Better Business Bureau (BBB) system, at no cost to you the consumer.

BBB AUTO LINE works with consumers and the manufacturer in an attempt to reach a

mutually acceptable resolution of any warranty related concerns. If the BBB is not able to

facilitate a settlement they will provide an informal hearing before an arbitrator.

You are required to resort to BBB AUTO LINE before exercising rights or seeking

remedies under the Federal Magnuson-Moss Warranty Act, 15 U.S.C. § 2301 et seq. To the

extent permitted by the applicable state “Lemon Law”, you are also required to resort to

BBB AUTO LINE before exercising any rights or seeking remedies under the “Lemon

Law”. If you choose to seek remedies that are not created by the Magnuson-Moss Warranty

Act or the applicable state “Lemon Law”, you are not required to first use BBB AUTO

LINE.

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Customer Information and Reporting Safety Defects

Customer Assistance

The whole process normally takes 40 days or less. The arbitration decision is not binding

on you or Mazda unless you accept the decision. For more information about BBB AUTO

LINE, including current eligibility standards, please call 1-800-955-5100 or visit the BBB

website at www.bbb.org/autoline.

Being truly committed to customer satisfaction is more than a phrase with Mazda. We hope

to satisfy every customer directly, but if there is ever a question about our decision, Mazda

believes in providing a fast, fair and free method such as the BBB AUTO LINE to ensure

Mazda delivers on our commitment to do the right thing for our customers!

qCalifornia Customers

1. Mazda North American Operations participates in BBB AUTO LINE, a mediation/

arbitration program administered by the Council of Better Business Bureaus [4200

Wilson Boulevard, Arlington, Virginia 22203] through local Better Business Bureaus.

BBB AUTO LINE and Mazda have been certified by the Arbitration Certification

Program of the California Department of Consumer Affairs.

2. If you have a problem arising under a Mazda written warranty, we encourage you to

bring it to our attention. If we are unable to resolve it, you may file a claim with BBB

AUTO LINE. Claims must be filed with BBB AUTO LINE within six (6) months after

the expiration of the warranty.

3. To file a claim with BBB AUTO LINE, call 1-800-955-5100. There is no charge for the

call.

4. In order to file a claim with BBB AUTO LINE, you will have to provide your name and

address, the brand name and vehicle identification number (VIN) of your vehicle, and a

statement of the nature of your problem or complaint. You will also be asked to provide:

the approximate date of your acquisition of the vehicle, the vehicle's current mileage, the

approximate date and mileage at the time any problem(s) were first brought to the

attention of Mazda or one of our dealers, and a statement of the relief you are seeking.

5. BBB AUTO LINE staff may try to help resolve your dispute through mediation. If

mediation is not successful, or if you do not wish to participate in mediation, claims

within the program's jurisdiction may be presented to an arbitrator at an informal

hearing. The arbitrator's decision should ordinarily be issued within 40 days from the

time your complaint is filed; there may be a delay of 7 days if you did not first contact

Mazda about your problem, or a delay of up to 30 days if the arbitrator requests an

inspection/report by an impartial technical expert or further investigation and report by

BBB AUTO LINE.

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Customer Information and Reporting Safety Defects

Customer Assistance

6. You are required to use BBB AUTO LINE before asserting in court any rights or

remedies conferred by California Civil Code Section 1793.22. You are also required to

use BBB AUTO LINE before exercising rights or seeking remedies created by Title I of

the Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose to seek

redress by pursuing rights and remedies not created by California Civil Code Section

1793.22 or Title I of the Magnuson-Moss Warranty Act, resort to BBB AUTO LINE is

not required by those statutes.

7. California Civil Code Section 1793.2 (d) requires that, if Mazda or its representative is

unable to repair a new motor vehicle to conform to the vehicle's applicable express

warranty after a reasonable number of attempts, Mazda may be required to replace or

repurchase the vehicle. California Civil Code Section 1793.22 (b) creates a presumption

that Mazda has had a reasonable number of attempts to conform the vehicle to its

applicable express warranties if, within 18 months from delivery to the buyer or 18,000

miles on the vehicle's odometer, whichever occurs first, one or more of the following

occurs:

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The same nonconformity [a failure to conform to the written warranty that

substantially impairs the use, value or safety of the vehicle] results in a condition that

is likely to cause death or serious bodily injury if the vehicle is driven AND the

nonconformity has been subject to repair two or more times by Mazda or its agents

AND the buyer or lessee has directly notified Mazda of the need for the repair of the

nonconformity; OR

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The same nonconformity has been subject to repair 4 or more times by Mazda or its

agents AND the buyer has notified Mazda of the need for the repair of the

nonconformity; OR

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The vehicle is out of service by reason of repair of nonconformities by Mazda or its

agents for a cumulative total of more than 30 calendar days after delivery of the

vehicle to the buyer.

NOTICE TO Mazda AS REQUIRED ABOVE SHALL BE SENT TO THE

FOLLOWING ADDRESS:

Mazda North American Operations

7755 Irvine Center Drive

Irvine, CA 92618

ATTN: Customer Mediation

8. The following remedies may be sought in BBB AUTO LINE: repairs, reimbursement

for money paid to repair a vehicle or other expenses incurred as result of a vehicle

nonconformity, repurchase or replacement of your vehicle, and compensation for

damages and remedies available under Mazda's written warranty or applicable law.

9. The following remedies may not be sought in BBB AUTO LINE: punitive or multiple

damages, attorneys' fees, or consequential damages other than as provided in California

Civil Code Section 1794 (a) and (b).

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Customer Information and Reporting Safety Defects

Customer Assistance

10. You may reject the decision issued by a BBB AUTO LINE arbitrator. If you reject the

decision, you will be free to pursue further legal action. The arbitrator's decision and

any findings will be admissible in a court action.

11. If you accept the arbitrator's decision, Mazda will be bound by the decision, and will

comply with the decision within a reasonable time not to exceed 30 days after we

receive notice of your acceptance of the decision.

12. Please call BBB AUTO LINE at 1-800-955-5100 for further details about the program.

8-6

Customer Information and Reporting Safety Defects

Customer Assistance

Customer Assistance (Canada)

qSatisfaction Review Process

Your complete and permanent satisfaction is of primary concern to Mazda. All Authorized

Mazda Dealers have both the knowledge and tools to keep your Mazda in top condition. In

our experience, any questions, problems, or complaints regarding the operation of your

Mazda or any other general service transactions are most effectively resolved by your

dealer. If the cause of your dissatisfaction cannot adequately be addressed by normal

dealership procedures, we recommend that you take the following steps:

qSTEP 1: Contact the Mazda Dealer

Discuss the matter with a member of dealership management. If the Service Manager has

already reviewed your concerns, contact the owner of the dealership or its General

Manager.

qSTEP 2: Contact the Mazda Regional Office

If you feel that you still require assistance, ask the dealer Service Manager to arrange for

you to meet the local Mazda Service Representative. If more expedient, contact Mazda

Canada Inc. Regional Office nearest you for such arrangements. Regional Office address

and phone numbers are shown (page 8-9).

qSTEP 3: Contact the Mazda Customer Relations Department

If still not substantially satisfied, contact the Customer Relations Department, Mazda

Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Canada TEL:1 (800) 263-

4680.

Provide the Department with the following information:

1. Your name, address and telephone number

2. Year and model of vehicle

3. Vehicle Identification Number (VIN). Refer to Vehicle Identification Number on page

9-2.

4. Purchase date

5. Present odometer reading

6. Your dealer's name and location

7. The nature of your problem and/or cause of dissatisfaction

The Department, in cooperation with the local Mazda Service Representative, will review

the case to determine if everything possible has been done to ensure your satisfaction.

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Customer Information and Reporting Safety Defects

Customer Assistance

Please recognize that the resolution of service problems in most cases requires the use of

your Mazda dealer's service facilities, personnel and equipment. We urge you to follow the

above three steps in sequence for most effective results.

qMediation/Arbitration Program

Occasionally a customer concern cannot be resolved through Mazda's Customer

Satisfaction Program. If after exhausting the procedures in this manual your concern is still

not resolved, you have another option.

Mazda Canada Inc. participates in an arbitration program administered by the

Canadian Motor Vehicle Arbitration Plan (CAMVAP). CAMVAP will advise you about

how your concern may be reviewed and resolved by an independent third party through

binding arbitration.

Your complete satisfaction is the goal of Mazda Canada Inc. and our dealers.

Mazda's participation in CAMVAP makes a valuable contribution to our achieving that

goal. There is no charge for using CAMVAP. CAMVAP results are fast, fair and final as the

award is binding on both you and Mazda Canada Inc.

qCanadian Motor Vehicle Arbitration Plan (CAMVAP)

If a specific item of concern arises, where a solution cannot be reached between an owner,

Mazda, and/or one of its dealers (that all parties cannot agree upon), the owner may wish to

use the services offered by the Canadian Motor Vehicle Arbitration Plan (CAMVAP).

CAMVAP uses the services of Provincial Administrators to assist consumers in scheduling

and preparing for their arbitration hearings. However, before you can proceed with

CAMVAP you must follow your Mazda dispute resolution process as outlined previously.

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Customer Information and Reporting Safety Defects

Customer Assistance

CAMVAP is fully implemented in all provinces and territories.

Consumers wishing to obtain further information about the Program should contact the

Provincial Administrator at 1 (800) 207-0685, or by contacting the

Canadian Motor Vehicle Arbitration Plan Office at:

Canadian Motor Vehicle Arbitration Plan

235 Yorkland Boulevard, suite 300

North York, Ontario

M2J 4Y8

http://camvap.ca

Provincial Administrators may be reached locally as listed below:

Province/Territory

British Columbia & Yukon Territories

Alberta & Northwest Territories

Saskatchewan

CAMVAP Number

1 (800) 207-0685

Manitoba

Ontario

Atlantic Canada

Quebec

qRegional Offices

REGIONAL OFFICES

COVERING AREAS

MAZDA CANADA INC.

WESTERN REGION

5011 275 STREET

ALBERTA,

BRITISH COLUMBIA,

MANITOBA,

SASKATCHEWAN,

YUKON

LANGLEY, BRITISH COLUMBIA

V4W 0A8

(778) 369-2100

1 (800) 663-0908

MAZDA CANADA INC.

CENTRAL REGION

55 VOGELL ROAD,

RICHMOND HILL,

ONTARIO, L4B 3K5

1 (800) 263-4680

ONTARIO,

NEW BRUNSWICK,

NOVA SCOTIA,

PRINCE EDWARD ISLAND,

NEWFOUNDLAND

MAZDA CANADA INC.

QUEBEC REGION

6111 ROUTE TRANSCANADIENNE

POINTE CLAIRE, QUEBEC

H9R 5A5

QUEBEC

(514) 694-6390

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Customer Information and Reporting Safety Defects

Customer Assistance

Customer Assistance (Puerto Rico)

Your complete and permanent satisfaction is our business. That is why all Authorized

Mazda Dealers have the knowledge and the tools to keep your Mazda vehicle in top

condition.

If you have any questions or recommendations for improvement regarding the service of

your Mazda vehicle or servicing by Mazda Dealer personnel, we recommend that you take

the following steps:

qSTEP 1

Discuss the matter with an Authorized Mazda Dealer. This is the quickest and best way to

address the issue. If your concern has not been resolved by the CUSTOMER RELATIONS,

SALES, SERVICE, or PARTS MANAGER, then please contact the GENERAL

MANAGER of the dealership or the OWNER.

qSTEP 2

If, after following STEP 1, you feel the need for further assistance, please contact your

area's Mazda representative.

Please help us by providing the following information:

1. Your name, address, and telephone number

2. Year and model of vehicle

3. Vehicle Identification Number (17 digits, noted on your registration or title or located on

the upper driver's side corner of the dash)

4. Purchase date and current mileage

5. Your dealer's name and location

6. Your question(s)

8-10

Customer Information and Reporting Safety Defects

Customer Assistance

Customer Assistance (Mexico)

Your complete and permanent satisfaction is our business. We are here to serve you. All

Authorized Mazda Dealers have the knowledge and the tools to keep your Mazda vehicle

in top condition.

If you have any questions or recommendations for improvement regarding the service of

your Mazda vehicle or servicing by Mazda Dealer personnel, we recommend that you take

the following steps:

qContact Your Mazda Dealer

Discuss the matter with an Authorized Mazda Dealer. This is the quickest and best way to

address the issue.

l

If your concern has not been resolved by the CUSTOMER RELATIONS, SALES,

SERVICE, or PARTS MANAGER, then please contact the GENERAL MANAGER of

the dealership or the OWNER.

If it becomes necessary to have the components or wiring system for the supplementary

l

restraint system modified to accommodate a person with certain medical condition in

accordance with a certified physician you must contact your dealership in order to avoid

the potential loss of the warranty of your vehicle which may occur if some third party is

hired by the customer to make any modifications to this system.

Log on: at www.MazdaMexico.com.mx

Answers to many questions, including how to locate or contact a local Mazda dealership in

Mexico, can be found here.

E-mail: click on “Contactanos” at the top of the page at www.MazdaMexico.com.mx

By phone at: 01 800 01 MAZDA (62932)

By letter at:

Attn: Customer Assistance

Mazda Motor de Mexico

Mario Pani #150, PB Col. Lomas de Santa Fe

Mexico, D.F. C.P. 05300

Del. Cuajimalpa de Morelos

Tel: Customer Assistance

01 800 01 MAZDA (62932).

In order to serve you efficiently and effectively, please help us by providing the following

information:

1. Your name, address, and telephone number

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Customer Information and Reporting Safety Defects

Customer Assistance

2. Year and model of vehicle

3. Vehicle Identification Number (17 digits, noted on your registration or title or located on

the upper driver's side corner of the dash)

4. Purchase date and current mileage

5. Your dealer's name and location

6. Your question(s)

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Customer Assistance for Your Mazda Cx-5 SUV First Generation (2013-2016)

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