Like everyone has said, contact MNAO and make sure you get a complaint on file. Take with the GM/Owner of your local Mazda dealership. However, be aware that you may very well cost this lady her job.

Extended warranty would be excellent.

 

Wow!!

Speaking to the Owner / GM is absolutely necessary. Trust me, those in upper management usually have no clue what their employees are up to. He or she needs to know about that experience.

Yes, this might cause her to be fired. That is NOT your fault. Employees need to be held accountable for their actions as they are the face of the company.

Let us know how this turns out...

 

Does anyone else get a little uncomfortable with these personal pleas for "perfect ratings," so that my little son won't go hungry and I'll be able to pay for grandma's operation? I knock them down one notch for every grovel, and I always say something like, "You know, I'm very uncomfortable when you guys tell me how I should fill out a survey. Don't you think a lot of people have the same reaction and that you risk a back lash?"

 

I was just brutally honest on my "sales experience" survey. I did it on-line so hopefully the dealership won't see it directly.

 

Mazda people REALLY take the surveys seriously. The scores you give effect them in a lot of things. As far as I know, they send the surveys back to every service rep so they can see them. At least if you have a problem be assured that the service writer/dealership will know about it. From what I know the service writer can protest a bad survey against them also. My dealership sends out an independant letter asking if you were happy or not with you experience and if your not happy to call and talk to them before filling out the Mazda survey.

On a interesting note though, MNAO does NOT give a **** about a dealership's bodyshop preforming paint work under warrenty.

Sorry for the bad time at the dealership

 

Same thing happened to me. My sales experience was less than stellar and I was honest on the survey. The salesman actually sent me a pretty irate email complete with profanity and multiple grammar errors.

 

totally agree. Whenever someone sticks a survey in front of me I start by asking if they feel that they have performed to the best of their ability. If they have half a brain they will think about it. Sometimes they grab the survey back.

as far as BlueGrim's experience, it is always best to answer those agressive statements with a question. "I see... what measures have you taken to improve your personal performance and the performance of your organization?" Works for everyone from the headcase service advisor to the owner of the company.

 

I rated the sales experience very honestly and quite frankly extraordinarily low. I have never received any further communication from the dealer or MNAO (only the legally mandated recall letters). That's one way that they improve their ratings. Keep the complainers from returning.

 

I will never buy a mazda in my life again. Only because service? IS ****. unless i see a Twin Turbo next gen RX-9 =)

 

For what? He has no proveable damages other than being hassled. You seem to forget that you have to PAY FOR YOUR LAWYER to file the suit, and then you're filing against a huge corporate entity (Ford Motor Corp) with a legal defense budget that measures in the billions of dollars. They'd squish him like a bug.

 

This should get interesting for me then, because I completely lambasted the service department on my last survey, giving them the worst possible ratings in all satisfaction levels.

 

Sad to say Toyota has some of the worst service I've ever seen... tho I've not bought a new Mazda. Sounds like Mazda has the same structure tho... they put undue pressure on the dealership which has a negative effect. Then you get the merry go round like in my cases with the Tundra. The dealership has always been very cool, nice, and tries hard but they're at the mercy of Toyota reimbursement. So when I got mad at toyota corp, they blamed the dealership and you can imagine how the black hole began. I'll never ever buy a new Toyota product because Toyota Corp has by far the worst service mostly because I was expecting soo much. I hope to finally test drive an 8 this next year and seriously consider one.

 

Hey man, why are you so mad? you gave us a low score its not are fault we dident fill out the survey did we? just dont be upset if you find that a gallon of water has been dumped into your intake when you get the car back, learn to fill out the survey and we wont have this problem again! JJ that is the worst dealer story I have ever heard I say take the complaint all the way to the top.

 

When I got my 8 here in Tampa I got it at Ferman Mazda in Tampa, the good thing is I have only had mine for not even a month and I have gotten 3 thank you cards, a xmas card and follow up phone call. The Ferman's have been in business since the 1900's. I used to work for them but had quit based on health problems. SO as far as dealership I know his standards and his corp office is right across the street from the dealership and he is there. You ever have a problem you can walk right over and speak to him.His pride and joy are his service depts. he made us give a tour before we sold a car and intro everyone to everyone. It is 45 min from my house and costs bout 10.00 in gas to get there. but the headache of knowing I will be taken care of is worth it and they have service hours on Saturday.

I do hope you get this resolved and find a better dealership...I guess we are lucky here in Tampa, because I know there are 2 shady ones down here as well. I know dealerships really care about those surveys so THEY SHOULD TELL THE CRABBY *** BITCHY EMPLOYEES THAT bad surveys will cost business and revenue. We got bonuses from Chrysler and Nissan for our ratings...I would sit down with the GM or Owner...and if they do not have the time to talk start writing letters to MNA about how you were blown off and nto taken care of. give names of the GM , Mgr, Owner service Mgr and the bitch who spoke to you....

Damn sorry so long

 

No doubt about it , Ferman Mazda on North Florida in Tampa has a fantastic service service department. See Mario or Bill, they are the best. They take care of everything right the first time, don't hesitate or fuss, and when my car is in for a couple of hours they get me a loaner car (which is usually an Acura TL - lol).

Courtesy Mazda (in Tampa) WAS good too, but they went out of business!

Many Years ago when I lived in NJ, Grecco Mazda used to provide great service as well.

I agree though, most Mazda dealerships have really terrible service departments, but as bad as Mazda service can be, Toyota's is even worse.

My friend buys Hondas (Accords) and the only way he gets decent service is to slap $20.00 in the service advisor's palm.

 

Well this morning I called the District Customer Service Manager for the Southeast, surprisingly he took my call. He was completely floored by the actions of this employee and he will be following up with the Territory rep. As far as MNAO goes they only give franchises to these dealerships and can only take this information and use it to train and repremand. He suggested I talk to the general manager and owner, of which he provided me their names. He took my name and phone number as well to have the territory rep follow up with me. So I called the owner of the dealership and left a voice mail as it was a little to early for him to be in. I didn't leave my full name as my car is still there and I would like to get it back before I continue this venture.

Here are a few replies to some of the replies here:

Dragon: First of all I am not pissed off about a bad attitude. I am appalled by the fact that she used the survey information against me and attacked me personally. I find it very hard to believe you would not react the same way put in a similar situation.

If she is fired because of this it is not my fault, you are an employee of a company that has stated policies on customer service, if you break one of these policies and it is a terminatable offense then that’s your problem not mine. I expect to be treated with the same level of customer service that every customer receives, I don't expect above average service (although it is appreciated) and I don't expect below average service.

Ok, as for the lawsuit talk, if it even was a possibility I would not be suing Ford Motor Company, I would be suing the dealership as they are owned and operated separately from FMC. There will not be a lawsuit, even though I may have grounds regarding their policies and procedures regarding anonymous survey results.

I don't necessarily want anything in return, as I will not be using this dealership nor will I suggest anyone buy a Mazda from this dealership.

I am not condoning the Mazda brand because of one bad employee.

By the way, the dealerships name is Tom Bush Mazda in Jacksonville. There is another dealership (although not convenient) here in Jax and I will be using that one from now on.

The next steps will be to talk with the GM, owner and Service Manager. I have also written a letter and will be sending that to MNAO pending the outcome from the meeting with the above.

 

Damn, you live in Pasadena and you're saying this? I was hoping to bring my car to Pasadena next time for service because the service in the Alhambra one sucks ***. I kind of have the same feeling as you though. Service is one thing that's holding me back a bit from definitely buying the car after my lease is up. The service I got at Tustin was decent... nothing fantastic, but definitely acceptable. But I hear they're usually more expensive than other ones.

Since I've moved to LA, I took my car into Alhambra Mazda once. A friend with a Mazda 6 warned me that the service was as he said "hmmmm... I can't explain it. Let's just say I've always felt unsatisfied coming out of it." I went and the service there was terrible and from that one experience I decided I'll never go back to them. Plus I sent feed back through the Mazda site talking about how poor the service was. The Alhambra service sent me a letter asking for feedback but I ignored it. I don't want anything to do with them.

I started a thread about my experience a bit back.... basically I wanted to get my brake TSB done. My VIN was in the range and my brakes definitely squealed like crazy. I had the TSB printed out and I told them to do it. They said they'd "look in on it". I offered the TSB three times to the guy who each time COMPLETELY ignored me and the paper. He wouldn't even LOOK at the paper and made it a very clear point not to touch it. I even left it on his desk as I was leaving and he told me, "Hey, I don't need this. Take it with you" while like I said before refusing to even touch it or give it a look.

Of course when my service was done, TSB not completed, I was told it was MY fault the brakes squealed (ie I didn't service my car properly even though I followed their maintence schedule to the letter) and they fixed it with a little cleaning. 3 days later? Squeal is back.

 

spork,

Same thing happened to some 6 owners in MD. They took it to darcars mazda (huge mistake, one the lowest rated service depts on the east coast), and they said the squeeling was due to there not being any abestos in the pads =/. Sigh.

To give you an idea of the squeel (for those that think its just normal brake noise), it sounds like metal trying to tear metal apart. It causes anyone nearby to instantly cover their ears, and even people in vehicles with closed doors try to escape the horrible noise.

Those 6 owners just took their cars to rosenthal mazda (finishlineperformance, one of your sponsors) and had the issue taken care of with excellent service.

 

Sounds like a problem I had with a Supra back in the day when I was 16...my god those things made the worst noise!! it was like hearing a plane crashing on a runway!! Sine this was a long time ago, I think toyota put on non metalic brakes and it worked....no idea like I said it was when I was 16 now 33...first thing to go is the mind

 

Until you see a renesis in an Explorer, i'd take your 8 to a Mazda dealer. Its no secret Ford owns mazda, no need to go crazy and start putting ford stickers on your 8.

 

for most basic service you could go to a ford dealer or even a Jag dealer but you'd want to talk with them first and find their comfort limits.

 

It's hard to believe you were treated like that; however, you really should drop the idea of legal action...cool down a little more...and then arrange to meet in person with the highest person on the totem pole. If you should arrange such a meeting, make sure you are warm, cordial and non-confrontational. I wouldn't ask for compensation for the way you were treated, but rather that you would just like good dependable service. Appearing in person as a sane, rational customer will go a long way in presenting your concerns.

 

Yeah, the brake squeal is pretty evil. The STi has some problems with it too...

I'll probably try taking it some place else for my next service. I was hoping Pasadena was good, but now it looks like it might not be all that either. Oh well.

 

forget control, go in there with a super soaker and shoot her with it. After that, throw a couple of water balloons to ensure she is nice and wet. after that, tell her to cool off :D

 

Well, you've just inspired me to fill out my sales survey honestly.

At least I'm not planning on going back to that dealership.