Has anyone had this experience?

I recently noticed that one of the engine cover mounting grommets was missing. I downloaded the TSB covering this and took it to my dealer to have the problem corrected. The TSB clearly states that the replacement grommet kit includes one bag with four grommets in it. After three weeks I finally hear from my dealer and stop in to pick up the four grommets. I receive a bag with one grommet. The dealer tells me he's getting the run around from Mazda who are telling him I'm only entitled to one grommet contrary to the bulletin. (probably a three dollar item) Hearing this I contact Mazda NA customer service and speak with Albert who tells me he'll look into it and call me back the next day. Three days later no call so I call him. He now tells me he hasn't had the time to look into it and will call me in a day or so. It's now a week since that last conversation and no call from Mazda or the dealer.

Is this typical? Not what I know to be good customer service. We have a couple of Honda's and their service has been first rate!

 

This is not typical from my understanding. I have seen several people post quick responses from MNAO. What I would recommend would be to contact his supervisor. He has certainly taken too long to answer your question and I would say that he is the person who doesn't understand customer service. However, was it me or did you state that only 1 of the grommets was missing? Did you need 4 new grommets?

 

the tsb says to replace all four grommets because the wrong ones were used in the first place. that's why the come loose and are lost. *in a certain vin range people not all of them!!*

 

Aah... Thanks for clearing that up. Makes sense now. My build was in 9/03 so I missed that one.

 

Do how many hundreds of dollars has Mazda wasted in labor hours trying to avoid giving you some 3 dollar grommets? Not a very efficient use of their time. THis is not typical of their customer service practices.

 

 

It seems you didn't read the REPAIR section of the TSB.
Let me reiterate for you

Repair Procedure:
1. Remove Engine Cover
2. Replace missing grommets with revised grommet
3. Adjust the position of the engine cover and reinstall making sure that the engine cover is seated properly.
4. Verify repair.

How do you think you are intitled to 4new grommets because one is missing?!?
IT clearly states in step 2 of the repair to replace "missing grommets"

So if a bag (that you dealer orders from Mazda) has 20 grommets in it, are you entitled to 1 for the fix and 19 free ones?!?!

 

MYRXBad,

Interesting reply. Why does the TSB say a package contains 4 units? Any thoughts about where they should put the extra three? Should I have to make three more trips to replace them one at a time as the problem recurrs?
Just a thought :-)

 

Well, if you want to be pedantic and literal, the instruction actually reads so even if all four had fallen out, you'd only get one new. Obviously this is not what was meant, and I'd support the posit that all four should be replaced at once.

 

It says the part has 4 units because that's what comes in the package from Mazda when the dealer orders it. (Simple)
The other three should stay in the part dept, for others with the same problem. Just remember that these TSB's are for Mazda's internal use and are provided to us (without any deletions I might add) as a favour.

My orignal point being is that you said Mazda's customer service sucks when they fixed the broken part at no charge for you as per their own TSB that was issued and you are still complaining becuase you didn't get any extra parts free. Tell me why Mazda NA should put out the money for something that isn't broken?

To put things in perspective for you (only difference in the scenario is price,) if my driver door latch breaks and there was a TSB (not recall) on the latch(s) breaking. Should Mazda replace the passenger side and trunk as well even though it works perfectly? I don't think so.
If you were/are in business would you fix/warrenty something that wasn't broken? If you did you wouldn't be in business very long.

To answer your question, yes you should have to go back when it occurs again. Maybe then, they'll replace them all for you.


Better talk to Mazda about that one and get them to put in those brakcets around the "s" for ya in that TSB. But if you want to nit pick, then read step three and you will notice the repair wouldn't be finished as it didn't meet the TSB's criteria.

 

The undersized grommets issue has been addressed by Mazda by now putting larger ones on new builds, and replacing any lost ones that are reported. Why not correct the entire problem when their customers come in to replace a single missing one? It's worse for the client to have to come back AGAIN and AGAIN to completely rectify the original defect, when the issue could have been completely resolved the very first time around. The few pennies saved isn't worth having to have the customer go through the whole replacement process once or twice or three more times, is it?

Anyone who discovers their grommets missing should be inclined to take off the remaining ones so that the defect remedy will be complete.

 

picky picky picky everybody. Can't we all just get a long? (snicker snicker)

 

I asked my dealer when I had mine in for service if they had heard about the grommet issue. The mechanic said that I should ask the parts department about this. They all work together. Good info is the best weapon.

LOVIN' MY 8! No bashing!

 

Hey isn't a grommet an young and inexperienced surf brat destined for shark bair?

 

Cracking post, Gromit!

 

e-mail mnao as well, pleadign for help. e-mail's are as effective as certified letters because they are recorded. try it out, see what happens.