MAZDA MODEL MPV 2004 Owners Manual (in English)

9-4
Customer Information and Reporting Safety Defects
Customer Assistance
Form No. 8S06-EA-03H

Satisfaction 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:

STEP 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.

STEP 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 9-6).

STEP 3: Contact the Mazda Customer Relations Department
If still not substantially satisfied, contact the Customer Relations Department, Mazda
Canada Inc., 305 Milner Avenue, Suite 400 Scarborough, Ontario M1B 3V4 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.
Customer Assistance (Canada)
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Customer Information and Reporting Safety Defects
Customer Assistance
Form No. 8S06-EA-03H
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 therefore for most effective results.

Mediation/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.

Canadian 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 it’s 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.
CAMVAP is fully implemented in all provinces and territories.
Consumers wishing to obtain further information about the Program can obtain an
information booklet from your dealer, the Provincial Administrator or the Canadian Motor
Vehicle Arbitration Plan Office at the following address or telephone number.
Canadian Motor Vehicle Arbitration Office
235 Yorkland Boulevard, suite 300
North York, Ontario
M2J 4Y8
1 (800) 207-0685
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Customer Information and Reporting Safety Defects
Customer Assistance
Form No. 8S06-EA-03H

Regional Offices
Provincial Administrators may be reached locally as listed below:
Province/Territory CAMVAP Number
British Columbia & Yukon Territories (604) 681-0312
Alberta & Northwest Territories (403) 426-0650
Saskatchewan (306) 352-9259
Manitoba (204) 942-7166
Ontario (416) 596-8824
Atlantic Canada (902) 422-5413
Quebec (418) 649-1330
REGIONAL OFFICES AREAS COVERED
MAZDA CANADA INC.
WESTERN REGION
8171 ACKROYD ROAD
SUITE 2000
RICHMOND B.C.
V6X 3K1
(604) 303-5670ALBERTA,
BRITISH COLUMBIA,
MANITOBA,
SASKATCHEWAN,
YUKON
MAZDA CANADA INC.
CENTRAL/ATLANTIC REGION
305 MILNER AVENUE
SUITE 400
SCARBOROUGH, ONTARIO
M1B 3V4
1 (800) 263-4680ONTARIO,
NEW BRUNSWICK,
NOVA SCOTIA,
PRINCE EDWARD ISLAND,
NEWFOUNDLAND
MAZDA CANADA INC.
QUEBEC REGION
6111 ROUTE TRANS
CANADIENNE
POINTE CLAIRE, QUEBEC
H9R 5A5
(514) 694-6390QUEBEC
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Customer Information and Reporting Safety Defects
Customer Assistance
Form No. 8S06-EA-03H
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:

STEP 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.

STEP 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)
Customer Assistance (Puerto Rico)
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Customer Information and Reporting Safety Defects
Form No. 8S06-EA-03H
Mazda Importer/Distributors

U. 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.)

CANADA
Mazda Canada Inc.
305 Milner Avenue, Suite 400
Scarborough, Ontario M1B 3V4 Canada
TEL:1 (800) 263-4680 (in Canada)
(416) 609-9909 (outside Canada)

PUERTO RICO
Plaza Motors Corp. (Mazda de Puerto
Rico)
P.O. Box 362722, San Juan, Puerto Rico
00936-2722
TEL: (787) 641-9300

GUAM
Triple J Motors
157 South Marine Drive, Tamuning,
GUAM 96911 USA
P.O. Box 6066 Tamuning, Guam 96931
TEL: (671) 649-6555

SAIPAN
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

AMERICAN SAMOA
Polynesia Motors, Inc.
P.O. Box 1120, Pago Pago, American
Samoa 96799
TEL: (684) 699-9347
Importer/DistributorDistributor in Each Area
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Customer Information and Reporting Safety Defects
Form No. 8S06-EA-03H
Wa r r a n t y
•New Vehicle Limited Warranty
•Distributor Major Component Limited Warranty (Canada only)
•Safety Restraint System Limited Warranty
•Anti-perforation Limited Warranty
•Federal Emission Control Warranty (U.S.A. only)
Emission Defect Warranty
Emission Performance Warranty
•California Emission Control Warranty (U.S.A. only)
•Emission Control Warranty (Canada only)
•Replacement Parts and Accessories Limited Warranty
•Tire Warranty
Warranties for Your Mazda
NOTE
Detailed warranty information is provided with your Mazda.
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Customer Information and Reporting Safety Defects
Wa r r a n t y
Form No. 8S06-EA-03H
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 requirements (CMVSS).
You may have the following problems if you do take your vehicle outside of the United
States:
•Recommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
•Proper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer’s Warranty Booklet for more information.
Outside the United States
NOTE
The above is applicable for a permanent import/export situation and not related to
travelers on vacation.
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Customer Information and Reporting Safety Defects
Wa r r a n t y
Form No. 8S06-EA-03H
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).
You may have the following problems if you do take your vehicle outside of Canada:
•Recommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.
•Proper repair facilities, tools, testing equipment, and replacement parts may not be
available.
Please refer to your Manufacturer’s Warranty Booklet for more information.
Outside Canada
NOTE
The above is applicable for a permanent import/export situation and not related to
travelers on vacation.
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Customer Information and Reporting Safety Defects
Wa r r a n t y
Form No. 8S06-EA-03H
Government regulations in your country could require that automobiles meet specific
emission and safety standards.
Vehicles built for your country may differ from those built for other countries. In addition
to registration problems, satisfactory service may be difficult or even 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.
Registering Your Vehicle in A Foreign Country
(Except United States and Canada)
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Customer Information and Reporting Safety Defects
Wa r r a n t y
Form No. 8S06-EA-03H
Non-genuine parts and accessories for Mazda vehicles can be found in stores.
These may fit your vehicle, but they are not approved by Mazda for use with Mazda
vehicles. When you install non-genuine parts or accessories, they could affect your
vehicle’s performance or safety system; the Mazda warranty doesn’t cover this. Before you
install any non-genuine parts or accessories, consult an Authorized Mazda Dealer.
Mazda assumes no responsibility for death, injury, or expenses that may result from the
installation of add-on non-genuine parts or accessories.
Add-On Non-Genuine Parts and Accessories
Installation of Non-Genuine Parts or Accessories:
Installation of non-genuine parts or accessories is dangerous. Improperly designed
parts or accessories could seriously affect your vehicle’s performance or safety system.
This could cause you to have an accident or increase your chances of injuries in an
accident. Always consult an Authorized Mazda Dealer before you install non-genuine
parts or accessories.
Add-On Electrical and Electronic Equipment:
Incorrectly choosing or installing improper add-on equipment or choosing an
improper installer is dangerous. Essential systems could be damaged, causing engine
stalling, air-bag (SRS) activation, ABS inactivation, or a fire in the vehicle.
Be very careful in choosing and installing add-on electrical equipment, such as
mobile telephones, two-way radios, stereo systems, and car alarm systems.
WARNING
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