Author Topic: Warranty Issue  (Read 7739 times)

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Offline SimonB69

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Warranty Issue
« on: January 25, 2017, 07:50:18 pm »
Hi all,
We have recently taken our 65 plate Mazda 6 2L Sport Nav back to the dealership for its first service. Only showing 7,000 miles on the clock and purchased, on personal contribution finance, the previous year.
Everything has been fine with the car and my wife and I love the driving experience but we have noticed, prior to the Service, on the drivers seat there are now two 5p piece sized holes in the leather upholstery in the centre of the seat. I have regularly polished the seat with the pack that the Dealership provided.
I pointed this problem out to the Service centre when I booked it in for the service. When I collected the car they informed me that it was not going to be covered by the Warranty and that I would have to contact Mazda Customer Service for this problem. They went on to state the this issue was down to 'fair wear and tear'. I do not believe that a car that is only 1 year old, with only one owner, low milage should have this problem that is assessed as fair wear and tear. Incidentally, before owning the Mazda we owned a brand new Volvo XC60 for 5 years. This had a full leather interior and we did not experience this problem at all.
In my opinion I do not accept the dealership's response and believe that the seat leather is not fit for purpose  :-\
Has anyone else experienced this problem with the Mazda leather interior? Has anyone had experience with dealing with Mazda Customer Service?
Grateful of any input!!
 

Offline stevem100

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Re: Warranty Issue
« Reply #1 on: January 25, 2017, 09:00:03 pm »
Hi
I would think you will get a favourable response from M C S I don't know of any Mazda 6 owner having this problem sounds like a one off with a faulty seat covering and after examination ruling out malicious damage I think they will see in your favour as the age and mileage rule out wear and tear and if they do you might want to find another main dealer as imho they should be doing this for you . GOOD LUCK let us know how you get on.

Cheers Steve   8)

Offline SimonB69

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Re: Warranty Issue
« Reply #2 on: January 31, 2017, 06:02:26 pm »
Many thanks Steve,
On the back of your post I called MCS on Friday and stated my situation. They were very helpful and agreed with my concerns, but had to pass it through to the warranty department. I believe they are waiting for photos from the dealership. They also said they would call me back with some more information no later than Tuesday.
I am still waiting!!
Will call them tomorrow.

Many thanks

Offline stevem100

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Re: Warranty Issue
« Reply #3 on: January 31, 2017, 08:58:00 pm »
Well done keep at them  >:( >:( :(
Cheers steve  8)

Offline SimonB69

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Re: Warranty Issue
« Reply #4 on: March 30, 2017, 04:56:36 pm »
Eventually after a lot of phone calls th dealership have admitted that they didn't take any photos or submit a report to Mazda, so back went hpth car. When I collected it I was told that I may have to wait between 6-8 weeks for the replacement. I took this to be that they would repair it under warranty.

Yesterday I got an e-mail from the service manager informing me that after presenting the seat concern to Mazda and it has been made clear that this is damage caused by an 'outside influence'. Unhappy at this I asked for an explanation of what outside influence meant in their opinion. I am still waiting for this explanation. Contacted Mazda Customer care only to be told that I now have two options. Contact the motoring ombudsman or pay for a repair on the seat. The repair would be split three ways between myself, the dealer and Mazda

I asked the Service Manager how it would be repaired. His response was, and I quote from his e-mail, that 'it involves a specialist leather repairer, the science behind it I cannot tell you (may be worth a google). The success rate is relatively poor especially on cream leather'. Well thank you Mr Service Manager for fully considering my needs and question especially as my interior is black and not cream.

I still cannot accept Mazda's response to this problem and now feel that the level of after care I have received from them all is extremely disappointing.

Does anyone have any advice on the repair aspect please?

Looks like I am off to see the ombudsman!!!! >:( >:( >:( :(

Offline stevem100

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Re: Warranty Issue
« Reply #5 on: March 30, 2017, 05:49:40 pm »
Hi not that i agree with Mazdas response but regarding the repair. Two years ago we had a burglary at our house besides what they took and glass they smashed they either trod on with glass in there shoes or put something sharp down on the arm rest of the settee puncturing the cream leather with about 6 holes. The insurance company organised a leather repair agreeing if it didn't work they would replace it bearing in mind the holes were like dart size punctures and there were 6 i was sceptical i will admit but low and behold after the guy had finished you could not see any sign of the damage the surface did feel slightly different but in time that has blended in and you wouldn't know now that there had been any damage and that is on cream leather. Weather this would be the same on the car seats i don't know but maybe you could propose to Mazda and the dealer that if the repair doesn't work to your satisfaction then they replace the seat cover in both cases at there expense. OR off to the onbudesman. Hope this helps.
Cheers Steve  8)