1998-2004 Mazda Mx-5 SUV Customer Information and Reporting Safety Defects User Manual
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Customer Information and Reporting Safety Defects for Your Mazda Mx-5 SUV Second Generation (1998-2004)

9
Customer Information and Reporting
Safety Defects
Important consumer information including warranties and add-on equipment.
Customer Assistance .................................................... ................. 9-2
Customer Assistance (U.S.A.) .................................................. 9-2
Customer Assistance (Canada) ................. ................................ 9-4
Customer Assistance (Puerto Rico) ........................................... 9-7
Mazda Importer/Distributors ...................................................... 9-8
Importer/Distributor .................................................................. 9-8
Distributor in Each Area ........................................................... 9-8
Warranty ....................................................................................... 9-9
Warranties for Your Mazda ....................................................... 9-9
Outside the United States ........................................................ 9-10
Outside Canada ....................................................................... 9-11
Add-On Non-Genuine Parts and Accessories ......................... 9-12
Cell Phones .................................................................................. 9-13
Cell Phones Warning ............................................................... 9-13
Uniform Tire Quality Grading System (UTQGS) .................... 9-14
Uniform Tire Quality Grading System (UTQGS) ................... 9-14
Reporting Safety Defects ............................................................ 9-16
Reporting Safety Defects (U.S.A.) .......................................... 9-16
Reporting Safety Defects (Canada) ........... .............................. 9-17
Service Publications .................................................................... 9-18
Service Publications ................................................................ 9-18
9-1
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:
qSTEP 1: Contact Your Mazda Dealer
Discuss the mat ter with an Authorized Mazda Dealer. This is the quickest and best way to
address the issu e. 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: Contact Mazda North American Operations
If for any reason you feel the need for further assistance after contacting your dealership
management, you can reach Mazda North American Operations by one of three ways.
By email at: .com (Click the TALK TO US link at the top of the home
page).
Answers to many of your Frequently Asked Questions (FAQs), including how to locate or
contact a local Mazda Dealership in the U.S., can be found here.
By phone at: 1 (800) 222-5500
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)
9-2
Customer Information and Reporting Safety Defects
Customer Assistance
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.
Customer Information and Reporting Safety Defects
Customer Assistance
9-3
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 mat ter with a member of dealership management. If the Servic e 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, contac t Mazda
Canada Inc.Regional Office nearest you for such arrangements. Regional Office address
and phone numbers are shown (page 9-6).
qSTEP 3: Contact the Mazda Customer Relations Department
If still not substantially satisfied, contac t the Customer Relations Department, Mazda
Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Can ada TEL:1 (800) 263-
4680.
Provide the Department with the following information:
1. Your name, address and telephone number
2. Year and model of vehicl e
3. Vehicle Identification Number (VIN). Refer to the “Vehicle Identification Lab els ” page
of section 10 of this manual for the location of the VIN.
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.
9-4
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 (CAM VAP). 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 it's 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 foll ow your Mazda dispute resolution process as outlined previously.
Customer Information and Reporting Safety Defects
Customer Assistance
9-5
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
Provincial Administrators may be reached locally as listed below:
Province/Territory CAMVAP Number
British Columbia & Yukon Territories 1 (800) 207-0685
Alberta & Northwest Territories 1 (800) 207-0685
Saskatchewan 1 (800) 207-0685
Manitoba 1 (800) 207-0685
Ontario 1 (800) 207-0685
Atlantic Canada 1 (800) 207-0685
Quebec 1 (800) 207-0685
qRegional Offices
REGIONAL OFFICES AREAS COVERED
MAZDA CANADA INC.
WESTERN REGION
8171 ACKROYD ROAD
SUITE 2000
RICHMOND B.C.
V6X 3K1
(604) 303-5670
ALBERTA,
BRITISH COLUMBIA,
MANITOBA,
SASKATCHEWAN,
YUKON
MAZDA CANADA INC.
CENTRAL/ATLANTIC REGION
55 VOGELL ROAD,
RICHMOND HILL,
ONTARIO, L4B 3K5
(905) 787-7000
ONTARIO
MAZDA CANADA INC.
QUEBEC REGION
6111 ROUTE TRANS
CANADIENNE
POINTE CLAIRE, QUEBEC
H9R 5A5
(514) 694-6390
QUEBEC,
NEW BRUNSWICK,
NOVA SCOTIA,
PRINCE EDWARD ISLAND,
NEWFOUNDLAND
9-6
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 mat ter with an Authorized Mazda Dealer. This is the quickest and best way to
address the issu e. 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 (Indicated on the next page).
Please help us by providing the following information:
1. Your name, address, and telephone number
2. Year and model of vehicl e
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)
Customer Information and Reporting Safety Defects
Customer Assistance
9-7
Importer/Distributor
qU.S.A.
Mazda North American Operations
7755 Irvine Center Drive
Irvine, CA 92618-2922 U.S.A.
P.O. Box 19734
Irvine, CA 92623-9734 U.S.A.
TEL:1 (800) 222-5500 (in U.S.A.)
(949) 727-1990 (outside U.S.A.)
Distributor in Each Area
qCANADA
Mazda Canada Inc.
55 Vogell Road, Richmond Hill,
Ontario, L4B 3K5 Canada
TEL:1 (800) 263-4680 (in Canada)
(905) 787-7000 (outside Canada)
qPUERTO RICO
Plaza Motors Corp. (Mazda de Puerto
Rico)
P.O. Box 362722, San Juan, Puerto Rico
00936-2722
TEL: (787) 641-9300
qGUAM
Triple J Motors
157 South Marine Drive, Tamuning,
GUAM 96911 USA
P.O. Box 6066 Tamuning, Guam 96931
TEL: (671) 649-6555
qSAIPAN
Pacific International Marianas, Inc.
(d.b.a. Midway Motors)
P.O. Box 887 Saipan, MP 96950
TEL: (670) 234-7524
Triple J Saipan, Inc.
(d.b.a. Triple J Motors)
P.O. Box 500487 Saipan, MP 96950-0487
TEL: (670) 234-7133/3051
qAMERICAN SAMOA
Polynesia Motors, Inc.
P.O. Box 1120, Pago Pago, American
Samoa 96799
TEL: (684) 699-9347
9-8
Customer Information and Reporting Safety Defects
Mazda Importer/Distributors
Warranties for Your Mazda
l
New Vehicle Limited Warrant y
l
Distributor Major Component Limited Warranty (Canada only)
l
Safety Restraint System Limited Warranty
l
Anti-perforation Limited Warranty
l
Federal Emission Control Warranty (U.S.A. only)
l
Emission Defect Warranty
l
Emission Performance Warranty
l
California Emission Control Warranty (U.S.A. only)
l
Emission Control Warranty (Canada only)
l
Replacement Parts and Accessories Limited Warranty
l
Tire Warranty
NOTE
Detailed warranty information is provided with your Mazda.
Customer Information and Reporting Safety Defects
Warranty
9-9
Outside the United States
Government regulations in the United States require that automobiles meet specific
emission regulations and safety standards. Therefore, vehicles built for use in the United
States may differ from those sold in other countries.
The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside the United States. However, in the event that you are moving to Can ada
permanently, Mazda vehicles built for use in the United States could be eligible for
exportation to Canada with specific vehicle modifications to comply with the Canadian
Motor Vehicle Safety requirements (CMVSS).
NOTE
The above is applicable for a permanent import/export situation and not related to
travelers on vacation.
You may have the following problems if you do take your vehicle outside of the United
States:
l
Recommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
l
Proper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer's Warranty Booklet for more information.
9-10
Customer Information and Reporting Safety Defects
Warranty
Outside Canada
Government regulations in Canada require that automobiles meet specific emission
regulations and safety regulations. Therefore, vehicles built for use in Canada may differ
from those sold in other countries.
The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside Canada. However, in the event that you are moving to the Uni ted States
permanently, Mazda vehicles built for use in Canada could be eligible for exportation to the
United States with specific vehicle modifications to comply with the United States Federal
Motor Vehicle Safety Standar ds (FMVSS).
NOTE
The above is applicable for a permanent import/export situation and not related to
travelers on vacation.
You may have the following problems if you do take your vehicle outside of Canada:
l
Recommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
l
Proper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer's Warranty Booklet for more information.
Customer Information and Reporting Safety Defects
Warranty
9-11
Add-On Non-Genuine Parts and Accessories
Non-genuine parts and accessories for Mazda vehicles can be found in stores.
These may fit your vehicle, but they are not approved by Mazda for use with Mazda
vehicles. When you install non-genuine parts or accessories, they could affect your
vehicle's performance or safety system; the Mazda warranty doesn't cover this. Before you
install any non-genuine parts or accessories, consult an Authorized Mazda Dealer.
WARNING
Installation of Non-Genuine Parts or Accessories:
Installation of non-genuine parts or accessories is dangerous. Improperly designed
parts or accessories could seriously affect your vehicle's performance or safety system.
This could cause you to have an accident or increase your chances of injuries in an
accident. Always consult an Authorized Mazda Dealer before you install non-genuine
parts or accessories.
Add-On Electrical and Electronic Equipment:
Incorrectly choosing or installing improper add-on equipment or choosing an
improper installer is dangerous. Essential systems could be damaged, causing engine
stalling, air-bag (SRS) activation, ABS inactivation, or a fire in the vehicle.
Be very careful in choosing and installing add-on electrical equipment, such as mobile
telephones, two-way radios, stereo systems, and car alarm systems.
Mazda assumes no responsibility for death, injury, or expenses that may result from the
installation of add-on non-genuine parts or accessories.
9-12
Customer Information and Reporting Safety Defects
Warranty
Cell Phones Warning
WARNING
Use of Cell Phones and Other Devices by Driver:
Use of any electrical devices such as cell phones, computers, portable radio s, vehicle
navigation or other device s by the driver while the vehicle is moving is dangerous.
Dialing a number on a cell phone while driving also ties-up the driver's hands. Use of
these devices will cause the driver to be distracted and could lead to a serious accident.
If a passenger is unable to use the device, pull off the right-of-way to a safe area
before use. If use of a cell phone is necessary despite this warning, use a hands-free
system to at least leave the hands free to drive the vehicle. Never use a cell phone or
other electrical devices while the vehicle is moving and, instead, concentrate on the
full-time job of driving.
Please comply with the legal regulations concerning the use of communication
equipment in vehicles in your country.
Customer Information and Reporting Safety Defects
Cell Phones
9-13
Uniform Tire Quality Grading System (UTQGS)
This information relates to the tire grading system developed by the U.S. National
Highway Traffic Safety Administration for grading tires by tread wear, traction, and
temperature performance.
qTread Wear
The tread wear grade is a comparative rating based on the wear rate of the tire when tested
under controlled conditions on a specified government test course.
For example, a tire graded 150 would wear one-and-a-half times as well on the government
course as a tire graded 100.
The relative performance of tires depends upon the actual conditions of their use, however,
and may depart significantly from the norm because of variations in driving habits, service
practices and differences in road characteristics and climate.
qTraction-AA, A, B, C
The traction grades, from highest to lowest, are AA, A, B, and C. These grades represent
the tire's ability to stop on wet pavement as measured under controlled conditions on
specified government test surfaces of asphalt and concrete. A tire marked C may have poor
traction performance.
WARNING
The traction grade assigned to this tire is based on braking (straight ahead) traction
tests and does not include acceleration cornering (turning), hydroplaning, or peak
traction characteristics.
qTemperature-A, B, C
The temperature grades A (the highest), B, and C, repres ent the tire's resistance to the
generation of heat and its ability to dissipate heat when tested under controlled conditions
on a specified indoor laboratory test wheel.
Sustained high temperature can cause the material of the tire to degenerate and reduce tire
life, and excessive temperatures can lead to sudden tire failure.
Grade C corresponds to a level of performance which all passenger vehicle tires must meet
under the Federal Motor Vehicle Safety Standard No. 109. Grades B and A represent
higher levels of performance on the laboratory test wheel than the minimum required by
law.
9-14
Customer Information and Reporting Safety Defects
Uniform Tire Quality Grading System (UTQGS)
WARNING
The temperature grade for this tire is established for a tire that is properly inflated and
not overloaded. Excessive speed, underinflation, or excessive loading, either
separately or in combination, can cause heat buildup and possi ble tire failure.
These grades will be added to the sidewalls of passenger vehicle tires over the next several
years according to a schedule established by the NHTSA and the tire manufacturers.
The grade of tires available as standard or op tional equipment on Mazda vehicles may vary
with respect to grade.
ALL PASSENGER VEHICLE TIRES MUST CONFORM TO THESE GRADES AND
TO ALL OTHER FEDERAL TI RE-SAFETY REQUIREMENTS.
qUniform Tire Quality Grading
Quality grades can be found where applicable on the tire sidewall between tread shoulder
and maximum section width.
For example:
Treadwear 200 Traction AA Temperature A
TREADWEAR 200 TRACTION AA
TEMPERATURE A
UTQGS MARK (example)
Customer Information and Reporting Safety Defects
Uniform Tire Quality Grading System (UTQGS)
9-15
Reporting Safety Defects (U.S.A.)
If you believe that your vehicle has a defect which could cause a crash or could
cause injury or death, you should immediately inform the National Highway
Traffic Safety Administration (NHTSA) in addition to notifying Mazda Motor
Corporation (Your Mazda Importer/Distributor).
If NHTSA receives similar complaints, it may open an investigation, and if it
finds that a safety defect exists in a group of vehicles, it may order a recall and
remedy campaign. However, NHTSA cannot become involved in individual
problems between you, your dealer, or Mazda Motor Corporation (Your Mazda
Importer/Distributor).
To contact NHTSA, you may either call the Auto Safety Hotline toll-free at 1
(800) 424-9393 (or 366-0123 in Washington, D.C. area) or write to: NHTSA,
U.S. Department of Transportation. Washington, D.C. 20590. You can also
obtain other information about motor vehicle safety from the Hotline.
NOTE
If you live in the U.S.A., all correspondence to Mazda Motor Corporation should be
forwarded to:
Mazda North American Operations
7755 Irvine Center Drive
Irvine, California 92618-2922
P.O. Box 19734
Irvine, CA 92623-9734
Customer Assistance Center or toll free at 1 (800) 222-5500
If you live outside of the U.S.A., pleas e contact the nearest Mazda Distributor shown
(page 9-8) in this booklet.
9-16
Customer Information and Reporting Safety Defects
Reporting Safety Defects
Reporting Safety Defects (Canada)
Canadian customers who wish to report a safety-related defect to Transport Canada, Defect
Investigations and Recalls, may telephone the toll free hotline 1-800-333-0510, or contact
Transport Canada by mail at: Transport Canada, ASFAD, Place de Ville Tower C, 330
Sparks Street, Ottawa ON K1A 0N5.
For additional road safety information, please visi t the Road Safety website at:
roadsafety/
Customer Information and Reporting Safety Defects
Reporting Safety Defects
9-17
Service Publications
Factory-authorized Mazda service publications are available for owners who wish to do
some of their own maintenance and repair.
When requesting any of our publications through an Authorized Mazda Dealer, refer to the
chart below.
If they don't have what you need in stock, they can order it for you.
PUBLICATION ORDER NUMBER PUBLICATION DESCRIPTION
9999-95-042B-05 2005 WORKSHOP MANUAL (English)
9999-95-026G-05 2005 WIRING DIAGRAM (English)
9999-95-031C-05 (U.S.A. only) 2005 OWNER'S MANUAL
9999-EC-031C-05 (Canada only) 2005 OWNER'S MANUAL
qWORKSHOP MANUAL:
Covers recommended maintenance and repair procedures of the drive train, body and
chassis.
qWIRING DIAGRAM:
Provides electrical schematics as well as component location for the entire electrical
system.
qOWNER'S MANUAL:
This booklet contai ns information regard ing the proper care and operation of your vehicle.
This is not a technician's manual.
9-18
Customer Information and Reporting Safety Defects
Service Publications

Related Topics

Customer Assistance Mazda Importer/Distributors Warranty Cell Phones Uniform Tire Quality Grading System (UTQGS) Reporting Safety Defects Service Publications

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