Something Every RX-8 owner should hear/watch(New Info)
08-02-2006 | 03:01 PM
#1
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Joined: Jul 2002
Posts: 21,958
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From: portland oregon
Something Every RX-8 owner should hear/watch(New Info)
http://video.google.com/videoplay?docid=-9185262643150635097
thanks to forum member alnielsen for the link to the bittorretnt
http://tracker02.azureusplatform.com:10000/announce
This video link came to me a couple of weeks ago. I shared it with a few people to guage initial reaction and to se wht they thought about it. All agreed of course that everyone should see it.
I held back on it for one reason, I wanted to inform people at Mazda that it was out so we could get a response from them that would better explain this decision. I have sent 3 emails and phoned once to Jeremy Barnes at MNAO over the last week and a half without response. I am appalled that he would choose not to respond in some way. At least even a "no comment"
The important part of the video for 8 owners is between 2 and 3 minutes. RX-8 owners sales and service surveys are no longer counted in the dealers CARE score. the CARE score is a rating sytem that effects the dealers botom line.
Now i do understand a reason for this. The delaers that are having to deal with the failing engines in Las Vegas and else where or the squeaky brake thing etc are probably getting hit with unreasonably bad scores. Its not their fault the engine/car has an engineering flaw but they get hit with the feedback.
But this totally disregarding the RX-8 owner's opinion of his service or sales experience is not the solution. There are people who have to deal with incompetent and rude Service personnel. How does this help that RX-8 owner. These Dealers who already give poor service to the RX-8 owners are now completly off the hook and have no reason to improve. This may not be a problem for those of us with good dealers or with a bunch to choose from. But there are a great many owners who only have one dealership in their area.
I suggest everyone who has a dealer service issue to start writing their complaints to Mazda via regular mail
Mazda North American Operations
P.O. Box 19734
Irvine, CA 92623-9734
ATTN: Jim O'Sullivan
http://media.ford.com/mazda/people/b...m?make_id=227#
You can also direct them to Attn: Brian Colliani since he is the one responsible for trying to improve your Dealership experince. Also im sure Jim OSullivan would like to hear from you.
His boss is the VP Jay Amestoy in the link above. i had a link with his phone number on a press release but they edited the press release today http://www.mazda.com/publicity/relea...607/0727a.html . I guess that was Jeremy's response to my call since his number was listed there too
Also you can email mazdavisitors@mazdausa.com anmd they will forward your comments to teh appropriate people.
I would have rather had a Mazda Response to give to you all about this situation but i feel i hav eheld this back long enough. You have a right to know.
edit: Mazda did respond after a few days more publicly on this thread
link to autoblog story
http://www.autoblog.com/2006/08/04/m...-leaked-video/
New Info : RX-8s Surveys now included in dealer CARE scores again
thanks to forum member alnielsen for the link to the bittorretnt
http://tracker02.azureusplatform.com:10000/announce
This video link came to me a couple of weeks ago. I shared it with a few people to guage initial reaction and to se wht they thought about it. All agreed of course that everyone should see it.
I held back on it for one reason, I wanted to inform people at Mazda that it was out so we could get a response from them that would better explain this decision. I have sent 3 emails and phoned once to Jeremy Barnes at MNAO over the last week and a half without response. I am appalled that he would choose not to respond in some way. At least even a "no comment"
The important part of the video for 8 owners is between 2 and 3 minutes. RX-8 owners sales and service surveys are no longer counted in the dealers CARE score. the CARE score is a rating sytem that effects the dealers botom line.
Now i do understand a reason for this. The delaers that are having to deal with the failing engines in Las Vegas and else where or the squeaky brake thing etc are probably getting hit with unreasonably bad scores. Its not their fault the engine/car has an engineering flaw but they get hit with the feedback.
But this totally disregarding the RX-8 owner's opinion of his service or sales experience is not the solution. There are people who have to deal with incompetent and rude Service personnel. How does this help that RX-8 owner. These Dealers who already give poor service to the RX-8 owners are now completly off the hook and have no reason to improve. This may not be a problem for those of us with good dealers or with a bunch to choose from. But there are a great many owners who only have one dealership in their area.
I suggest everyone who has a dealer service issue to start writing their complaints to Mazda via regular mail
Mazda North American Operations
P.O. Box 19734
Irvine, CA 92623-9734
ATTN: Jim O'Sullivan
http://media.ford.com/mazda/people/b...m?make_id=227#
You can also direct them to Attn: Brian Colliani since he is the one responsible for trying to improve your Dealership experince. Also im sure Jim OSullivan would like to hear from you.
His boss is the VP Jay Amestoy in the link above. i had a link with his phone number on a press release but they edited the press release today http://www.mazda.com/publicity/relea...607/0727a.html . I guess that was Jeremy's response to my call since his number was listed there too
Also you can email mazdavisitors@mazdausa.com anmd they will forward your comments to teh appropriate people.
I would have rather had a Mazda Response to give to you all about this situation but i feel i hav eheld this back long enough. You have a right to know.
edit: Mazda did respond after a few days more publicly on this thread
Originally Posted by jeremyB
Following is the official response from Mazda North American Operations regarding the discussion on RX-8 CARE scores:
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda’s customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda’s CARE survey process as it relates to RX-8 through a video posted – without Mazda’s permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda’s goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Jeremy Barnes
Product Communications Manager
Mazda North American Operations
http://www.autoblog.com/2006/08/04/m...-leaked-video/
New Info : RX-8s Surveys now included in dealer CARE scores again
All RX-8 Warranty surveys received at Program Headquarters on or after April 1 are now being included in Warranty and Overall CARE score calculations. These surveys will now be available for viewing on the "Individual Surveys" page of this site.
Last edited by zoom44; 06-25-2014 at 02:03 PM.
08-02-2006 | 03:12 PM
#3
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Joined: Jul 2002
Posts: 21,958
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From: portland oregon
oh and i should say- i fully expect Mazda's response to the video link being posted will be to have the video removed. Thats okay. its not like its the only copy. but grab a copy if you have time so you can share it around.
08-02-2006 | 03:17 PM
#5
Registered
Joined: Dec 2005
Posts: 2,327
Likes: 1
From: Portland, OR
So, what they are saying is that since so many RX-8 owners are reporting "bad" service that they no longer count toward their scores?!! That's a little dumb in my opinion. They should be part of overall satisfaction, too. Aren't we still customers? To me this whole thing sounds extremely shady.
08-02-2006 | 03:20 PM
#7
Registered User
Joined: Jun 2002
Posts: 3,086
Likes: 1
From: Misinformation Director - Evolv Chicago
Well, I'm ecstatic for the dealers that the RX-8 being removed from the CARE score is a "Big Win" since they are now allowed to ignore us. What a #@$% Joke. As if sales of the car already weren't great, how the heck is this going to help that?
The answer, Mazda, is to actually try and educate your dealer network instead of playing dumb.
The answer, Mazda, is to actually try and educate your dealer network instead of playing dumb.
08-02-2006 | 03:23 PM
#9
Screw gas mileage
Joined: Oct 2004
Posts: 2,179
Likes: 1
From: Marlton, NJ
Originally Posted by zoom44
oh and i should say- i fully expect Mazda's response to the video link being posted will be to have the video removed. Thats okay. its not like its the only copy. but grab a copy if you have time so you can share it around.
08-02-2006 | 04:02 PM
#18
Laid back in the pocket
Joined: Mar 2006
Posts: 522
Likes: 0
From: Blacksburg, VA
Its a shame that so many of you have had such bad experiences with the Mazda dealers. I have had nothing but good experiences with my dealer. They haven't even asked one question regarding the waranty work I wanted done, and have even done work for free that they really didn't need to. They actually filed and painted my rusty brake rotors for free! I also have the supposed 4th ranked mazda master tech in the country and he's great to work with.
What's the deal with this? Are these other dealerships really that crappy the deal with? What have they done that's so bad?
What's the deal with this? Are these other dealerships really that crappy the deal with? What have they done that's so bad?
08-02-2006 | 04:04 PM
#19
RX8 and a Truk....
Joined: Nov 2004
Posts: 4,658
Likes: 7
From: OKC
Instead of making the RX8 owners MORE satisfied, they are simply Ignoring the problem 
Fock Mazda - Fock the RX8....it's not 'that' good. Definately my LAST new Mazda.
Fock Mazda - Fock the RX8....it's not 'that' good. Definately my LAST new Mazda.
Last edited by dmp; 08-02-2006 at 04:26 PM.
08-02-2006 | 04:07 PM
#21
.:. causing mischief
Joined: Jun 2005
Posts: 1,820
Likes: 2
From: EVOLV-Chicago
Wow. Just wow.
I'm amazed that Mazda would choose to do that. As a business owner myself, I could understand them putting the 8 in a different category and applying some sort of special attention to the negative surveys (maybe a little follow-up to make sure it's not just bitching, but an actual issue) but to completely ignore us means that dealerships will no longer care if our problems are taken care of.
Thanks for the info zoom...it will definitely impact my decision on buying another mazda.
I'm amazed that Mazda would choose to do that. As a business owner myself, I could understand them putting the 8 in a different category and applying some sort of special attention to the negative surveys (maybe a little follow-up to make sure it's not just bitching, but an actual issue) but to completely ignore us means that dealerships will no longer care if our problems are taken care of.
Thanks for the info zoom...it will definitely impact my decision on buying another mazda.
08-02-2006 | 04:24 PM
#25
1.3L is enough 4 anybody
Joined: Jul 2004
Posts: 249
Likes: 0
From: Chicago Suburbs
Did you catch the part where he said they'd just throw out a bunch of the lowest scores, with no appeals process?
"It's like getting a whole bunch of mulligans in golf!"
Unbelievable. Thank you very much for the info, zoom.
"It's like getting a whole bunch of mulligans in golf!"
Unbelievable. Thank you very much for the info, zoom.