Customer Assistance (Canada)

Customer Satisfaction Review Process

Your complete satisfaction is very important to Mazda. All authorized Mazda dealers have the knowledge and tools needed to keep your vehicle in excellent condition. Experience has shown that any question, problem or complaint concerning the operation of your Mazda, or any other service matter, is most effectively resolved by your dealer. If the dealer's normal procedure does not give you satisfaction, we recommend that you follow these steps:

STEP 1: Contact your Mazda dealer

Explain your problem to a manager at the dealership. If the problem has already been presented to the service manager, contact the owner or general manager of the dealership.

STEP 2: Contact the Mazda regional office

If you need further assistance, ask the dealership service manager to put you in contact with the local Mazda service representative. Or contact the Mazda Canada Inc. regional office to arrange this. The addresses and telephone numbers of the regional offices are listed (page 8-9).

STEP 3: Contact the Mazda Public Relations Department

If you are still not completely satisfied, contact the Public Relations Department, Mazda Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Canada, Tel.: 1 (800) 263-4680.

Please provide them with the following information:

1. 1
   Your name, address and telephone number
2. 2
   The year and model of the vehicle
3. 3
   The Vehicle Identification Number (VIN). See the "Vehicle Information Labels" pages in Section 9 of this manual for the location of this number.
4. 4
   The date of purchase
5. 5
   The current mileage
6. 6
   The name and location of the dealership
7. 7
   The nature of your problem and/or the cause of your dissatisfaction

The department, together with the local Mazda service representative, will review the case to determine whether all measures have been taken to give you satisfaction.

You must nevertheless recognize that, to resolve service problems, the facilities, personnel and tools of your Mazda dealer are required in most cases. We therefore ask that you follow the three steps above in the order indicated in order to obtain the best possible results.

Mediation/Arbitration Program

There may be cases where the customer does not obtain satisfaction through the Mazda Customer Satisfaction Program. If, after following all the steps described in this manual, your problem 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 explain how your problem can be reviewed and resolved by an arbitrator in an arbitration whose decision is final and binding for all parties.

Your complete satisfaction is the goal of Mazda Canada Inc. and our dealers.

Mazda's participation in CAMVAP contributes to this goal. CAMVAP is a free service. CAMVAP results are prompt, fair and final, because the decision rendered is binding for you, the customer, and for Mazda Canada Inc.

Canadian Motor Vehicle Arbitration Plan (CAMVAP)

If a specific problem arises for which the customer and Mazda, and/or one of its dealers, cannot reach a solution (acceptable to all parties involved), the customer may request the services offered by the Canadian Motor Vehicle Arbitration Plan (CAMVAP).

CAMVAP uses the services of Provincial Administrators to assist customers with the program and the preparation of their arbitration hearing. However, before contacting CAMVAP, you must follow the dispute resolution steps described earlier, provided by the manufacturer.

CAMVAP is in effect in all provinces and territories.

Customers who want more information about the Program should contact the Provincial Administrator at 1 (800) 207-0685, or contact the Canadian Motor Vehicle Arbitration Plan Office at the following address: Canadian Motor Vehicle Arbitration Plan

235 Yorkland Boulevard, suite 300

North York, Ontario

M2J 4Y8

http://camvap.ca

The local Provincial Administrators can be contacted at the numbers listed below:

Regional Offices