Jeremy Barnes
Product Communications Manager
Mazda North American Operations

August 24, 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 and about our [/color][/size][/font]vehicles.[/font]



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[color] council and our [/color]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
JBarnes@mazdausa.com
949-727-6844


I just recevied this from my contact at Mazda and was given permission to post this info.


Kevin Lemire
[]Mazda Advisory Council Representative - Northeast Region[/color]

 

That pretty much said nothing

 

^ He did use some big words though

 

Don't shoot the messanger. I was only posting the info I recevied from Mazda...

 

Other than the fact that this post is more difficult to read because of the font color, it's a repost from August 4th.
Originally posted by Jeremy Barnes, the guy who signed the letter.

https://www.rx8club.com/showpost.php...&postcount=236


BTW - I'm guessing that most people keep the forum skin on default, not plasma, so it makes it very difficult to read font in lighter colors. I switched to plasma view to see this thread, and it looks fine, otherwise it's a pain to read.

 

It's interesting how the video was 'leaked' and then shortly after we find out about the engine recall. Perhaps they decided to not consider the RX-8 surveys because they KNEW they were doing the recall and realized most would probably not be favorable.

 

i fixed the font color mostly. 10ae Jeremy posted this himself but thanks for putting it out where peopel can see it better.

and yes 6speed removing the Rx8 from the scores is all related to the engine failures .

ima close this so we dont get any people posting here just to flame repost at 10AE