MAZDA MODEL 2 2011 Owners Manual

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Customer Assistance (Canada)
qSatisfaction Review Process
Your complete and permanent satisfaction is of primary concern to Mazda. All Authorized
Mazda Dealers have both the knowledge and tools to keep your Mazda in top condition. In
our experience, any questions, problems, or complaints regarding the operation of your
Mazda or any other general service transactions are most effectively resolved by your
dealer. If the cause of your dissatisfaction cannot adequately be addressed by normal
dealership procedures, we recommend that you take the following steps:
qSTEP 1: Contact the Mazda Dealer
Discuss the matter with a member of dealership management. If the Service Manager has
already reviewed your concerns, contact the owner of the dealership or its General
Manager.
qSTEP 2: Contact the Mazda Regional Office
If you feel that you still require assistance, ask the dealer Service Manager to arrange for
you to meet the local Mazda Service Representative. If more expedient, contact Mazda
Canada Inc.Regional Office nearest you for such arrangements. Regional Office address
and phone numbers are shown (page 9-9).
qSTEP 3: Contact the Mazda Customer Relations Department
If still not substantially satisfied, contact the Customer Relations Department, Mazda
Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Canada TEL: 1 (800)
263-4680.
Provide the Department with the following information:
1. Your name, address and telephone number
2. Year and model of vehicle
3. Vehicle Identification Number (VIN). Refer to the “Vehicle Identification Labels ”page
of section 10 of this manual for the location of the VIN.
4. Purchase date
5. Present odometer reading
6. Your dealer's name and location
7. The nature of your problem and/or cause of dissatisfaction
The Department, in cooperation with the local Mazda Service Representative, will review
the case to determine if everything possible has been done to ensure your satisfaction.
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Customer Assistance
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Please recognize that the resolution of service problems in most cases requires the use of
your Mazda dealer's service facilities, personnel and equipment. We urge you to follow the
above three steps in sequence for most effective results.
qMediation/Arbitration Program
Occasionally a customer concern cannot be resolved through Mazda's Customer
Satisfaction Program. If after exhausting the procedures in this manual your concern is still
not resolved, you have another option.
Mazda Canada Inc. participates in an arbitration program administered by the
Canadian Motor Vehicle Arbitration Plan (CAMVAP). CAMVAP will advise you about
how your concern may be reviewed and resolved by an independent third party through
binding arbitration.
Your complete satisfaction is the goal of Mazda Canada Inc. and our dealers.
Mazda's participation in CAMVAP makes a valuable contribution to our achieving that
goal. There is no charge for using CAMVAP. CAMVAP results are fast, fair and final as the
award is binding on both you and Mazda Canada Inc.
qCanadian Motor Vehicle Arbitration Plan (CAMVAP)
If a specific item of concern arises, where a solution cannot be reached between an owner,
Mazda, and/or one of its dealers (that all parties cannot agree upon), the owner may wish to
use the services offered by the Canadian Motor Vehicle Arbitration Plan (CAMVAP).
CAMVAP uses the services of Provincial Administrators to assist consumers in scheduling
and preparing for their arbitration hearings. However, before you can proceed with
CAMVAP you must follow your Mazda dispute resolution process as outlined previously.
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CAMVAP is fully implemented in all provinces and territories.
Consumers wishing to obtain further information about the Program should contact the
Provincial Administrator at 1 (800) 207-0685, or by contacting the
Canadian Motor Vehicle Arbitration Plan Office at:
Canadian Motor Vehicle Arbitration Plan
235 Yorkland Boulevard, suite 300
North York, Ontario
M2J 4Y8
http://camvap.ca
Provincial Administrators may be reached locally as listed below:Province/Territory CAMVAP Number
British Columbia & Yukon Territories 1 (800) 207-0685
Alberta & Northwest Territories 1 (800) 207-0685
Saskatchewan 1 (800) 207-0685
Manitoba 1 (800) 207-0685
Ontario 1 (800) 207-0685
Atlantic Canada 1 (800) 207-0685
Quebec 1 (800) 207-0685
qRegional Offices
REGIONAL OFFICES AREAS COVERED
MAZDA CANADA INC. WESTERN REGION
8171 ACKROYD ROAD
SUITE 2000
RICHMOND B.C. V6X 3K1
(604) 303-5670 ALBERTA,
BRITISH COLUMBIA,
MANITOBA,
SASKATCHEWAN, YUKON
MAZDA CANADA INC.
CENTRAL/ATLANTIC REGION 55 VOGELL ROAD,
RICHMOND HILL,
ONTARIO, L4B 3K5 (905) 787-7000 ONTARIO
MAZDA CANADA INC. QUEBEC REGION
6111 ROUTE TRANS CANADIENNE
POINTE CLAIRE, QUEBEC H9R 5A5
(514) 694-6390 QUEBEC,
NEW BRUNSWICK, NOVA SCOTIA,
PRINCE EDWARD ISLAND, NEWFOUNDLAND
Customer Information and Reporting Safety Defects
Customer Assistance
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Customer Assistance (Puerto Rico)
Your complete and permanent satisfaction is our business. That is why 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:
qSTEP 1
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.
qSTEP 2
If, after following STEP 1, you feel the need for further assistance, please contact your
area's Mazda representative (Indicated on the next page).
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)
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Importer/Distributor
qU.S.A.
Mazda North American Operations
7755 Irvine Center Drive
Irvine, CA 92618-2922 U.S.A.
P.O. Box 19734
Irvine, CA 92623-9734 U.S.A.
TEL: 1 (800) 222-5500 (in U.S.A.)
(949) 727-1990 (outside U.S.A.)
Distributor in Each Area
qCANADA
Mazda Canada Inc.
55 Vogell Road, Richmond Hill,
Ontario, L4B 3K5 Canada
TEL: 1 (800) 263-4680 (in Canada)
(905) 787-7000 (outside Canada)
qPUERTO RICO/U.S. Virgin Island
Plaza Motors Corp. (Mazda de Puerto
Rico)
P.O. Box 362722, San Juan, Puerto Rico
00936-2722
TEL: (787) 641-9300
qGUAM
Triple J Motors
157 South Marine Drive, Tamuning,
GUAM 96911 USA
P.O. Box 6066 Tamuning, Guam 96931
TEL: (671) 649-6555
qSAIPAN
Pacific International Marianas, Inc.
(d.b.a. Midway Motors)
P.O. Box 887 Saipan, MP 96950
TEL: (670) 234-7524
Triple J Saipan, Inc. (d.b.a. Triple J Motors)
P.O. Box 500487 Saipan, MP 96950-0487
TEL: (670) 234-7133/3051
Customer Information and Reporting Safety Defects
Mazda Importer/Distributors
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Warranties for Your Mazda
lNew Vehicle Limited WarrantylDistributor Major Component Limited Warranty (Canada only)lSafety Restraint System Limited WarrantylAnti-perforation Limited WarrantylFederal Emission Control Warranty (U.S.A. only)lEmission Defect WarrantylEmission Performance WarrantylCalifornia Emission Control Warranty (U.S.A. only)lEmission Control Warranty (Canada only)lReplacement Parts and Accessories Limited WarrantylTire Warranty
NOTE
Detailed warranty information is provided with your Mazda.
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Outside the United States and Canada
Government regulations in the United States and Canada require that automobiles meet
specific emission regulations and safety standards. Therefore, vehicles built for use in the
United States, its territories, and Canada may differ from those sold in other countries.
The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside these areas.
You may have these problems if you do:
lRecommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
lProper repair facilities, tools, testing equipment, and replacement parts may not be
available.
The Mazda warranty applies only to Mazda vehicles registered and normally operated in
the United States, its territories, and Canada.
Customer Information and Reporting Safety Defects
Warranty
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Outside the United States
Government regulations in the United States require that automobiles meet specific
emission regulations and safety standards. Therefore, vehicles built for use in the United
States may differ from those sold in other countries.
The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside the United States. However, in the event that you are moving to Canada
permanently, Mazda vehicles built for use in the United States could be eligible for
exportation to Canada with specific vehicle modifications to comply with the Canadian
Motor Vehicle Safety Standards (CMVSS).
NOTE
The above is applicable for a permanent import/export situation and not related to travelers on
vacation.
You may have the following problems if you do take your vehicle outside of the United
States:
lRecommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
lProper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer's Warranty Booklet for more information.
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Outside Canada
Government regulations in Canada require that automobiles meet specific emission
regulations and safety regulations. Therefore, vehicles built for use in Canada may differ
from those sold in other countries.
The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside Canada. However, in the event that you are moving to the United States
permanently, Mazda vehicles built for use in Canada could be eligible for exportation to the
United States with specific vehicle modifications to comply with the United States Federal
Motor Vehicle Safety Standards (FMVSS).
NOTE
The above is applicable for a permanent import/export situation and not related to travelers on
vacation.
You may have the following problems if you do take your vehicle outside of Canada:lRecommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
lProper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer's Warranty Booklet for more information.
Customer Information and Reporting Safety Defects
Warranty
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Registering Your Vehicle in A Foreign Country (Except
United States and Canada)
Registering your vehicle in a foreign country may be problematic depending on whether it
meets the specific emission and safety standards of the country in which the vehicle will be
driven. Consequently, your vehicle may require modifications at personal expense in order
to meet the regulations.
In addition, you should be aware of the following issues:
Satisfactory vehicle servicing may be difficult or impossible in another country.
The fuel specified for your vehicle may be unavailable.
Parts, servicing techniques, and tools necessary to maintain and repair your vehicle may be
unavailable.
There might not be an Authorized Mazda Dealer in the country you plan to take your
vehicle.
The Mazda warranty is valid only in certain countries.
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