Mazda 6 Quiz
Customer Information and Reporting Safety Defects

Customer Assistance (United States)

In this manual: Customer Information and Reporting Safety Defects
A Welcome Message to Mazda Owners — 1Illustrated Index — 6Essential Safety Equipment — 24Before driving — 31While Driving — 37Interior Features — 29Maintenance — 22If Trouble Occurs — 18Customer Information and Reporting Safety Defects — 28Specifications — 4
18steps
~118min
5/5difficulty
2special tools
Done 0 of 18

Your complete and continued satisfaction is our business. We are here to serve you. All authorized Mazda dealers have the knowledge and equipment necessary to keep your vehicle in perfect condition.

If you have questions or suggestions on how to improve the service of your Mazda vehicle or the service provided by the staff of a Mazda dealer, we recommend that you follow these steps:

NOTE

If it is necessary to modify the supplemental restraint system components or wiring to accommodate a person with certain medical conditions, as advised by a certified physician, contact an authorized Mazda dealer.

STEP 1: Contact your Mazda dealer

Discuss the situation with an authorized Mazda dealer. This is the best and fastest way to resolve a problem.

  • If your problem has not been resolved by the CUSTOMER SERVICE DEPARTMENT, the SALES DEPARTMENT, the SERVICE DEPARTMENT or the PARTS MANAGER, please contact the GENERAL MANAGER or the OWNER of the dealership.
  • If it is necessary to modify the supplemental restraint system components or wiring to accommodate a person with certain medical conditions, as advised by a certified physician, go to STEP 2.

STEP 2: Contact Mazda North American Operations

If for any reason you still need assistance after contacting the dealership management, or if it is necessary to modify the supplemental restraint system components or wiring to accommodate a person with certain medical conditions, as advised by a certified physician, you may contact Mazda North American Operations in one of the following ways.

Visit: www.mazdaUSA.com

Answers to many questions, including how to locate or contact a local Mazda dealer in the United States, can be found there.

Email: click "Contact Us" under the "Inside Mazda" tab or at the bottom of the page at www.mazdaUSA.com

By telephone at: 1 (800) 222-5500

By mail to: Attention: Customer Assistance

Mazda North American Operations

7755 Irvine Center Drive

Irvine, CA 92618-2922

P.O. Box 19734

Irvine, CA 92623-9734

So that we can assist you efficiently and promptly, please provide us with the following information:

  1. Your name, address and telephone number
  2. The year and model of the vehicle
  3. The Vehicle Identification Number (17 characters, shown on your registration certificate and located in the upper corner of the instrument panel, on the passenger side)
  4. Date of purchase and current mileage
  5. The name and location of the dealership
  6. Your question or questions

If you live outside the United States, please contact the nearest Mazda distributor.

STEP 3: Contact the Better Business Bureau (BBB)

Mazda North American Operations recognizes that, for certain problems, a mutually agreeable resolution may not be possible. As a final measure to ensure your concerns are considered fairly, Mazda North American Operations has agreed to participate in a dispute resolution program administered by the Better Business Bureau (BBB) system, at no cost to you, the customer.

BBB AUTO LINE works with customers and the manufacturer to try to find a mutually acceptable resolution of warranty-related problems. If the BBB is unable to facilitate a resolution of the problem, it will hold an informal hearing before an arbitrator.

You must use BBB AUTO LINE before exercising rights or seeking legal remedies under the federal Magnuson-Moss Warranty Act (Consumer Product Warranty Act), 15 U.S.C. 2301 et seq. To the extent permitted by the "Lemon Law" of your state, you must also use BBB AUTO LINE before exercising rights or seeking legal remedies under the "Lemon Law". If you choose to seek legal remedies that are not created by the Magnuson-Moss Warranty Act or by your state's "Lemon Law", you are not required to first use BBB AUTO LINE.

The entire process normally takes 40 days or less. The mediation decision is not binding on you or Mazda unless you accept the decision. For more details about BBB AUTO LINE, including current eligibility criteria, please call 1-800-955-5100, or visit the BBB website at www.lemonlaw.bbb.org.

Our total commitment to customer satisfaction is more than a slogan at Mazda. We hope to satisfy each of our customers directly; but if one of our decisions ever poses a problem, Mazda believes that by offering a fast, fair and free method, such as BBB AUTO LINE, Mazda can keep its promise to always do its best for our customers!

For 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 that occurs under Mazda's written warranty, we strongly recommend that you report it to us. 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 warranty expires.
  3. To file a claim with BBB AUTO LINE, please call 1-800-955-5100. The call is free.
  4. To file a claim with BBB AUTO LINE, you will need to provide your name, your address, the make and the vehicle identification number (VIN) of your vehicle, and a statement describing the nature of your problem or complaint. You must also provide: the approximate date you acquired your vehicle, the current mileage of the vehicle, the approximate date and mileage when the problem(s) was (were) first reported to Mazda or one of our dealers, and a statement of the remedy you are seeking.
  5. BBB AUTO LINE staff may then try to resolve the dispute through mediation. If mediation fails, or if you do not wish to participate in mediation, claims within the program's jurisdiction may then be submitted to an arbitrator at a simplified hearing. The arbitrator's decision is normally to be issued within 40 days of the date your claim is filed; this may be extended by 7 days if you have not previously reported your problem to Mazda, or by a maximum of 30 days if the arbitrator requests an inspection/report from an impartial technical expert, or an additional investigation and report from BBB AUTO LINE.
  6. You are required to use BBB AUTO LINE before pursuing in court any rights or remedies provided under Section 1793.22 of the California Civil Code. You are also required to use BBB AUTO LINE before exercising rights or seeking remedies created under Title I of the federal Magnuson-Moss Warranty Act (Consumer Product Warranty Act), 15 U.S.C. 2301 et seq. If you choose to seek redress by exercising rights and remedies not created under Section 1793.22 of the California Civil Code or under Title I of the federal Magnuson-Moss Warranty Act, these statutes do not require that you use BBB AUTO LINE.
  7. Section 1793.2(d) of the California Civil Code requires that, if Mazda or its representatives are unable to repair a new motor vehicle to conform to the applicable express warranty after a reasonable number of attempts, Mazda may be required to replace or repurchase the vehicle. Section 1793.22(b) of the California Civil Code creates a presumption that Mazda has had a reasonable number of attempts to bring the vehicle into conformity with its applicable express warranties if, within 18 months from the date of delivery to the buyer or 18,000 miles indicated on the vehicle's odometer, whichever occurs first, one or more of the following conditions has occurred:
  • The same nonconformity [failure to comply with the written warranty that substantially impairs the use, value or safety of the vehicle] results in a condition likely to cause serious bodily injury or death while driving the vehicle AND the nonconformity has been subject to repair by Mazda or its agents two or more times 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 by Mazda or its agents 4 or more times AND the buyer has notified Mazda of the need for the repair of the nonconformity; OR
  • The vehicle is out of service due to 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

7755 Irvine Center Drive

Irvine, CA 92618

Attention: Customer Mediation

  1. The following remedies may be sought through BBB AUTO LINE: repairs, reimbursement of money paid to repair the vehicle or other expenses incurred due to the nonconformity of the vehicle, repurchase or replacement of your vehicle, and damages and remedies available under Mazda's written warranty or applicable laws.
  2. The following remedies may not be sought through BBB AUTO LINE: punitive or multiple damages, attorney's fees, or incidental damages other than those specified in Section 1794(a) and (b) of the California Civil Code.
  3. You may reject the decision rendered by a BBB AUTO LINE arbitrator. If you reject the decision, you are free to pursue other legal action. The arbitrator's decision and any other findings will be admissible in a court action.
  4. If you accept the arbitrator's decision, Mazda will be bound by that decision and must comply with it within a reasonable time not exceeding 30 days after we receive notice of your acceptance of the decision.
  5. For more details about the program, please call BBB AUTO LINE at 1-800-955-5100.

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