Mazda CX-9 Owners Manual: 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:

NOTE If it becomes necessary to have the components or wiring system for the supplementary restraint system modified to accommodate a person with certain medical conditions in accordance with a certified physician, contact an Authorized Mazda Dealer. For more information, go to NHTSA website www.safercar.gov (VEHICLE SHOPPERS > Air Bags > Air Bag FAQs > Air Bag Deactivation).

STEP 1: Contact Your Mazda Dealer

Discuss the matter with an Authorized Mazda Dealer. This is the quickest and best way to address the issue.

• 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.
• If it becomes necessary to have the components or wiring system for the supplementary restraint system modified to accommodate a person with certain medical conditions in accordance with a certified physician, go to STEP 2.

STEP 2: Contact Mazda North American Operations

If for any reason you feel the need for further assistance after contacting your dealership management or it becomes necessary to have the components or wiring system for the supplementary restraint system modified to accommodate a person with certain medical conditions in accordance with a certified physician, you can reach Mazda North American Operations by one of the following ways.

Log on: at www.MazdaUSA.com

Answers to many questions, including how to locate or contact a local Mazda dealership in the U.S., can be found here.

E-mail: click on "Contact Us" located on the bottom of the page at www.mazdausa.com under "Help"

By phone at: 1 (800) 222-5500

By letter at:
ATTN: Customer Experience Center
Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
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)
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.

STEP 3: Contact Better Business Bureau (BBB)

Mazda North American Operations realizes that mutual agreement on some issues may not be possible. As a final step to ensure that your concerns are being fairly considered, Mazda North American Operations has agreed to participate in a dispute settlement program administered by the Better Business Bureau (BBB) system, at no cost to you the consumer.

BBB AUTO LINE works with consumers and the manufacturer in an attempt to reach a mutually acceptable resolution of any warranty related concerns. If the BBB is not able to facilitate a settlement they will provide an informal hearing before an arbitrator.

You are required to resort to BBB AUTO LINE before exercising rights or seeking remedies under the Federal Magnuson-Moss Warranty Act, 15 U.S.C. 2301 et seq. To the extent permitted by the applicable state "Lemon Law", you are also required to resort to BBB AUTO LINE before exercising any rights or seeking remedies under the "Lemon Law". If you choose to seek remedies that are not created by the Magnuson-Moss Warranty Act or the applicable state "Lemon Law", you are not required to first use BBB AUTO LINE.

The whole process normally takes 40 days or less. The arbitration decision is not binding on you or Mazda unless you accept the decision. For more information about BBB AUTO LINE, including current eligibility standards, please call 1-800-955-5100 or visit the BBB website at www.bbb.org/autoline.

Being truly committed to customer satisfaction is more than a phrase with Mazda. We hope to satisfy every customer directly, but if there is ever a question about our decision, Mazda believes in providing a fast, fair and free method such as the BBB AUTO LINE to ensure Mazda delivers on our commitment to do the right thing for our customers!

California Customers

1. Mazda North American Operations participates in BBB AUTO LINE, a mediation/ arbitration program administered by the Council of Better Business Bureaus [4200 Wilson Boulevard, Arlington, Virginia 22203] through local Better Business Bureaus.

BBB AUTO LINE and Mazda have been certified by the Arbitration Certification Program of the California Department of Consumer Affairs.

2. If you have a problem arising under a Mazda written warranty, we encourage you to bring it to our attention. If we are unable to resolve it, you may file a claim with BBB AUTO LINE. Claims must be filed with BBB AUTO LINE within six (6) months after the expiration of the warranty.

3. To file a claim with BBB AUTO LINE, call 1-800-955-5100. There is no charge for the call.

4. In order to file a claim with BBB AUTO LINE, you will have to provide your name and address, the brand name and vehicle identification number (VIN) of your vehicle, and a statement of the nature of your problem or complaint. You will also be asked to provide: the approximate date of your acquisition of the vehicle, the vehicle's current mileage, the approximate date and mileage at the time any problem(s) were first brought to the attention of Mazda or one of our dealers, and a statement of the relief you are seeking.

5. BBB AUTO LINE staff may try to help resolve your dispute through mediation. If mediation is not successful, or if you do not wish to participate in mediation, claims within the program's jurisdiction may be presented to an arbitrator at an informal hearing. The arbitrator's decision should ordinarily be issued within 40 days from the time your complaint is filed; there may be a delay of 7 days if you did not first contact Mazda about your problem, or a delay of up to 30 days if the arbitrator requests an inspection/report by an impartial technical expert or further investigation and report by BBB AUTO LINE.

6. You are required to use BBB AUTO LINE before asserting in court any rights or remedies conferred by California Civil Code Section 1793.22. You are also required to use BBB AUTO LINE before exercising rights or seeking remedies created by Title I of the Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose to seek redress by pursuing rights and remedies not created by California Civil Code Section 1793.22 or Title I of the Magnuson-Moss Warranty Act, resort to BBB AUTO LINE is not required by those statutes.

7. California Civil Code Section 1793.2 (d) requires that, if Mazda or its representative is unable to repair a new motor vehicle to conform to the vehicle's applicable express warranty after a reasonable number of attempts, Mazda may be required to replace or repurchase the vehicle. California Civil Code Section 1793.22 (b) creates a presumption that Mazda has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within 18 months from delivery to the buyer or 18,000 miles on the vehicle's odometer, whichever occurs first, one or more of the following occurs:

• The same nonconformity [a failure to conform to the written warranty that substantially impairs the use, value or safety of the vehicle] results in a condition that is likely to cause death or serious bodily injury if the vehicle is driven AND the nonconformity has been subject to repair two or more times by Mazda or its agents AND the buyer or lessee has directly notified Mazda of the need for the repair of the nonconformity; OR
• The same nonconformity has been subject to repair 4 or more times by Mazda or its agents AND the buyer has notified Mazda of the need for the repair of the nonconformity; OR
• The vehicle is out of service by reason of repair of nonconformities by Mazda or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer.

NOTICE TO Mazda AS REQUIRED ABOVE SHALL BE SENT TO THE FOLLOWING ADDRESS:

Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
ATTN: Customer Mediation

8. The following remedies may be sought in BBB AUTO LINE: repairs, reimbursement for money paid to repair a vehicle or other expenses incurred as result of a vehicle nonconformity, repurchase or replacement of your vehicle, and compensation for damages and remedies available under Mazda's written warranty or applicable law.

9. The following remedies may not be sought in BBB AUTO LINE: punitive or multiple damages, attorneys' fees, or consequential damages other than as provided in California Civil Code Section 1794 (a) and (b).

10. You may reject the decision issued by a BBB AUTO LINE arbitrator. If you reject the decision, you will be free to pursue further legal action. The arbitrator's decision and any findings will be admissible in a court action.

11. If you accept the arbitrator's decision, Mazda will be bound by the decision, and will comply with the decision within a reasonable time not to exceed 30 days after we receive notice of your acceptance of the decision.

12. Please call BBB AUTO LINE at 1-800-955-5100 for further details about the program.