Rumble
03-21-2015, 07:33 PM
Mazda of Brampton is by far the worst automotive service centre that I have experienced in owning multiple branded vehicles. It is not the actual Service Advisors, but the staff you do not see. I took both of my 2013 and 2014 Mazda's here for warranty service out of convenience because I work close by. I figure I can leave my car with them for hours during my 9am-5pm job for them to fix any issues I have brought up. The shuttle driver Al is amazing with my many trips to and from work to Mazda of Brampton.
Let's start with my 2013 Mazda3. Last year, (trip #1) I brought this car to Mazda of Brampton for a very annoying rattling noise on the B-Pillar of the passenger side. I told them about a power door lock screech noise any time they lock and unlock. Technicians stated that there was a loose part that needed to be ordered for the rattling, but they could not replicate the door lock noise. They ordered the part for the rattle and after a few days I returned to have the part replaced on trip #2. I picked up my car later that day and found the inside power window switch plate on the rear passenger door was scratched up as if the technician used a screw driver to pry the plate off to check or remove the door panel. I was very annoyed and I showed the Service Advisor so he ordered the power window switch plate right away. On my drive home, the rattling noise and the power lock screech noise was still present. Nothing had been fixed again. When the power window switch plate was in, I brought the car in for trip #3 and didn't even bother telling them to look for the rattle noise any further. I just wanted them to replace the scratched plate and leave. I should have complained to the Service Manager that day, but I just didn't want to deal with them.
My 2014 Mazda CX-5 fold down rear seat had an issue where it would not lock back in the upright position. I took this car to Mazda of Brampton to have a look at it on trip #1. They ordered a part and told me to return when it would come in. I did on trip #2 and left the car with them for the day. They installed the part and the seat locked into the upright position when I picked up the car. Before leaving the dealership, I tested the rear seat release and to try locking the seat back up again. It did not work after several tries. I had the Service Advisor look at the rear seat and he could not get it back into the upright locking position either. He asked me to stay a little longer for them to pull the car back into the garage to and have a technician investigate again. Keep in mind that this is after 5pm after leaving the car with them the entire day to resolve this issue. I would have assumed that after their "fix," it would have been tested multiple times, but I guess not. Waiting a good 30 minutes to an hour for their investigation, they offered me a loaner car Mazda6 and would need more time to fix the problem. I took their loaner and left for home. A call to Mazda of Brampton and the Service Advisor told me that they would need Mazda Canada to get involved because their technicians were unable to figure out the problem. I believe I kept their loaner car for 2 days. Finally, after a few days and phone conversations, the technicians were able to figure it out and get the rear seat locking into the upright position on every attempt (trip#3).
Fast forward to last week, my 2014 Mazda CX-5 had a faulty heated seat bottom pad while the back rest worked. Since the car was going in, I figure I would let them know about the same screech noise from the power door lock as my Mazda3. I also heard the screech on the Mazda6 loaner car they gave me. I believe this is an issue Mazda Canada needs to look into further with all of their vehicles. I also mentioned to the Service Advisor that the HVAC controls on the MODE dial was popping out of position when dialed to the windshield defrost mode. The technicians took the car for the day (trip #1) and I got a call from the Service Advisor that parts needed to be ordered for all three issues. He also told me to return the next day. I told him that I would be available another day after that, so he said "okay" and booked me in for two mornings after. I brought the CX-5 in on trip #2 and got a call near the end of the work day saying that the door lock screech had been fixed (to my surprise) and the HVAC control dial was fixed. However, the heated seat bottom part did not come in and I would need to bring the car back another day to have them replace that. My frustration started to build. Why would the Service Advisor have me come in when all the ordered parts were not present? Why was I not informed before the car went into the garage. Why does this dealership make me go back and forth to get something fixed? Arriving back to the dealership after my work day and checking the fixes outside of the dealership. I checked the windshield defrost dial and it worked well after the replacement part. I noticed that the HVAC control dial for the temperature was dialed to the coldest position. On that cold day, I dialed it back to the hot temperature position but this time the temperature dial would not stay in the hottest position. By this time, the Service Advisors are probably annoyed with me as I am with this dealership. I show the advisor the new issue caused and asked me to wait in the customer lounge for them to investigate further. I waited another 45 minutes after 5pm when the car was with the dealership the entire work day. Do the technicians even check their work and does anyone bother to check the technician's work before the work order is closed? Was the temperature dial set to the coldest position because the individual wasn't able to put it to heat position and didn't say anything to try to get out of fixing this new problem? Apparently, the cable behind the dial was not in a correct position but was repaired with the extra 45 minutes of waiting at the dealership. I made sure that the Service Advisor would have the heated seat part in his hand before calling me to book another appointment. I got a call a few days later and booked a time in the morning to drop off my car again. My trip #3 for this work order took the day and the heated seat bottom was replaced and all was working. However, from my walk towards the car in the dealership lot. I saw tiny scratches on the rear door of the driver's side. I didn't move the car and asked the Service Advisor to come out and look at the newly found scratches. I took a picture of the scratches and he said he would speak with morning Service Advisor who inspected my vehicle and would call me to report back. I never got a call the next day. I didn't get a call the day after, so I called them. I spoke to the morning Service Advisor and he mentioned that the evening Advisor had mentioned it to him and the Service Manager. I asked for a call back and didn't hear from him until this past Saturday. The Service Advisor said that the car was dirty when it came in and after they had washed it is when the scratches were more noticeable. I told him that with my winter car wash pass, my car is clean most of the time and I had not seen those scratches until the car was in their possession. The Service Advisor stated that they never opened that rear door behind the driver's door to cause the scratch, but the heated seat repair was on the driver's side. Does a door need to be opened for it to get scratched? I don't think so. The Service Advisor stated that they are not taking any responsibility for the scratches, so I requested a Service Manager call back. I have not heard from the Mazda of Brampton Service Manager as of yet. I don't feel that I should chase them when the dealership is supposed to be providing the customer service.
One problem after another and some are caused by the technicians themselves. Are they making work to survive? Do dealerships have any quality control before they close a work order before they call the customer in to pick up their vehicle? It's like Mazda of Brampton has no consideration for people's time. This not only hurts the dealerships functionality as a whole, but all the workers involved. How many shuttle service trips have I taken with time and fuel for other people's mistakes? Why haven't I heard from the Service Manager yet and why are they not taking responsibility for their mistakes with an apology at the least? Mazda Canada, you're up!
Let's start with my 2013 Mazda3. Last year, (trip #1) I brought this car to Mazda of Brampton for a very annoying rattling noise on the B-Pillar of the passenger side. I told them about a power door lock screech noise any time they lock and unlock. Technicians stated that there was a loose part that needed to be ordered for the rattling, but they could not replicate the door lock noise. They ordered the part for the rattle and after a few days I returned to have the part replaced on trip #2. I picked up my car later that day and found the inside power window switch plate on the rear passenger door was scratched up as if the technician used a screw driver to pry the plate off to check or remove the door panel. I was very annoyed and I showed the Service Advisor so he ordered the power window switch plate right away. On my drive home, the rattling noise and the power lock screech noise was still present. Nothing had been fixed again. When the power window switch plate was in, I brought the car in for trip #3 and didn't even bother telling them to look for the rattle noise any further. I just wanted them to replace the scratched plate and leave. I should have complained to the Service Manager that day, but I just didn't want to deal with them.
My 2014 Mazda CX-5 fold down rear seat had an issue where it would not lock back in the upright position. I took this car to Mazda of Brampton to have a look at it on trip #1. They ordered a part and told me to return when it would come in. I did on trip #2 and left the car with them for the day. They installed the part and the seat locked into the upright position when I picked up the car. Before leaving the dealership, I tested the rear seat release and to try locking the seat back up again. It did not work after several tries. I had the Service Advisor look at the rear seat and he could not get it back into the upright locking position either. He asked me to stay a little longer for them to pull the car back into the garage to and have a technician investigate again. Keep in mind that this is after 5pm after leaving the car with them the entire day to resolve this issue. I would have assumed that after their "fix," it would have been tested multiple times, but I guess not. Waiting a good 30 minutes to an hour for their investigation, they offered me a loaner car Mazda6 and would need more time to fix the problem. I took their loaner and left for home. A call to Mazda of Brampton and the Service Advisor told me that they would need Mazda Canada to get involved because their technicians were unable to figure out the problem. I believe I kept their loaner car for 2 days. Finally, after a few days and phone conversations, the technicians were able to figure it out and get the rear seat locking into the upright position on every attempt (trip#3).
Fast forward to last week, my 2014 Mazda CX-5 had a faulty heated seat bottom pad while the back rest worked. Since the car was going in, I figure I would let them know about the same screech noise from the power door lock as my Mazda3. I also heard the screech on the Mazda6 loaner car they gave me. I believe this is an issue Mazda Canada needs to look into further with all of their vehicles. I also mentioned to the Service Advisor that the HVAC controls on the MODE dial was popping out of position when dialed to the windshield defrost mode. The technicians took the car for the day (trip #1) and I got a call from the Service Advisor that parts needed to be ordered for all three issues. He also told me to return the next day. I told him that I would be available another day after that, so he said "okay" and booked me in for two mornings after. I brought the CX-5 in on trip #2 and got a call near the end of the work day saying that the door lock screech had been fixed (to my surprise) and the HVAC control dial was fixed. However, the heated seat bottom part did not come in and I would need to bring the car back another day to have them replace that. My frustration started to build. Why would the Service Advisor have me come in when all the ordered parts were not present? Why was I not informed before the car went into the garage. Why does this dealership make me go back and forth to get something fixed? Arriving back to the dealership after my work day and checking the fixes outside of the dealership. I checked the windshield defrost dial and it worked well after the replacement part. I noticed that the HVAC control dial for the temperature was dialed to the coldest position. On that cold day, I dialed it back to the hot temperature position but this time the temperature dial would not stay in the hottest position. By this time, the Service Advisors are probably annoyed with me as I am with this dealership. I show the advisor the new issue caused and asked me to wait in the customer lounge for them to investigate further. I waited another 45 minutes after 5pm when the car was with the dealership the entire work day. Do the technicians even check their work and does anyone bother to check the technician's work before the work order is closed? Was the temperature dial set to the coldest position because the individual wasn't able to put it to heat position and didn't say anything to try to get out of fixing this new problem? Apparently, the cable behind the dial was not in a correct position but was repaired with the extra 45 minutes of waiting at the dealership. I made sure that the Service Advisor would have the heated seat part in his hand before calling me to book another appointment. I got a call a few days later and booked a time in the morning to drop off my car again. My trip #3 for this work order took the day and the heated seat bottom was replaced and all was working. However, from my walk towards the car in the dealership lot. I saw tiny scratches on the rear door of the driver's side. I didn't move the car and asked the Service Advisor to come out and look at the newly found scratches. I took a picture of the scratches and he said he would speak with morning Service Advisor who inspected my vehicle and would call me to report back. I never got a call the next day. I didn't get a call the day after, so I called them. I spoke to the morning Service Advisor and he mentioned that the evening Advisor had mentioned it to him and the Service Manager. I asked for a call back and didn't hear from him until this past Saturday. The Service Advisor said that the car was dirty when it came in and after they had washed it is when the scratches were more noticeable. I told him that with my winter car wash pass, my car is clean most of the time and I had not seen those scratches until the car was in their possession. The Service Advisor stated that they never opened that rear door behind the driver's door to cause the scratch, but the heated seat repair was on the driver's side. Does a door need to be opened for it to get scratched? I don't think so. The Service Advisor stated that they are not taking any responsibility for the scratches, so I requested a Service Manager call back. I have not heard from the Mazda of Brampton Service Manager as of yet. I don't feel that I should chase them when the dealership is supposed to be providing the customer service.
One problem after another and some are caused by the technicians themselves. Are they making work to survive? Do dealerships have any quality control before they close a work order before they call the customer in to pick up their vehicle? It's like Mazda of Brampton has no consideration for people's time. This not only hurts the dealerships functionality as a whole, but all the workers involved. How many shuttle service trips have I taken with time and fuel for other people's mistakes? Why haven't I heard from the Service Manager yet and why are they not taking responsibility for their mistakes with an apology at the least? Mazda Canada, you're up!