Mazda CX-3 (2019 year). Manual - part 34

▼ STEP 3: Contact Better Business Bureau (BBB)

Mazda North American Operations realizes that mutual agreement on some issues may not
be possible. As a final step to ensure that your concerns are being fairly considered, Mazda
North American Operations has agreed to participate in a dispute settlement program
administered by the Better Business Bureau (BBB) system, at no cost to you the consumer.
 
BBB AUTO LINE works with consumers and the manufacturer in an attempt to reach a
mutually acceptable resolution of any warranty related concerns. If the BBB is not able to
facilitate a settlement they will provide an informal hearing before an arbitrator.
 
You are required to resort to BBB AUTO LINE before exercising rights or seeking remedies
under the Federal Magnuson-Moss Warranty Act, 15 U.S.C. § 2301 et seq. To the extent
permitted by the applicable state “Lemon Law”, you are also required to resort to BBB
AUTO LINE before exercising any rights or seeking remedies under the “Lemon Law”. If
you choose to seek remedies that are not created by the Magnuson-Moss Warranty Act or
the applicable state “Lemon Law”, you are not required to first use BBB AUTO LINE.
 
The whole process normally takes 40 days or less. The arbitration decision is not binding on
you or Mazda unless you accept the decision. For more information about BBB AUTO
LINE, including current eligibility standards, please call 1-800-955-5100 or visit the BBB
website at www.bbb.org/autoline.
 
Being truly committed to customer satisfaction is more than a phrase with Mazda. We hope
to satisfy every customer directly, but if there is ever a question about our decision, Mazda
believes in providing a fast, fair and free method such as the BBB AUTO LINE to ensure
Mazda delivers on our commitment to do the right thing for our customers!

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▼ 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 arising under a Mazda written warranty, we encourage you to

bring it to our attention. 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 expiration of the warranty.

3. To file a claim with BBB AUTO LINE, call 1-800-955-5100. There is no charge for the

call.

4. In order to file a claim with BBB AUTO LINE, you will have to provide your name and

address, the brand name and vehicle identification number (VIN) of your vehicle, and a
statement of the nature of your problem or complaint. You will also be asked to provide:
the approximate date of your acquisition of the vehicle, the vehicle's current mileage, the
approximate date and mileage at the time any problem(s) were first brought to the
attention of Mazda or one of our dealers, and a statement of the relief you are seeking.

5. BBB AUTO LINE staff may try to help resolve your dispute through mediation. If

mediation is not successful, or if you do not wish to participate in mediation, claims
within the program's jurisdiction may be presented to an arbitrator at an informal
hearing. The arbitrator's decision should ordinarily be issued within 40 days from the
time your complaint is filed; there may be a delay of 7 days if you did not first contact
Mazda about your problem, or a delay of up to 30 days if the arbitrator requests an
inspection/report by an impartial technical expert or further investigation and report by
BBB AUTO LINE.

6. You are required to use BBB AUTO LINE before asserting in court any rights or

remedies conferred by California Civil Code Section 1793.22. You are also required to
use BBB AUTO LINE before exercising rights or seeking remedies created by Title I of
the Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose to seek
redress by pursuing rights and remedies not created by California Civil Code Section
1793.22 or Title I of the Magnuson-Moss Warranty Act, resort to BBB AUTO LINE is
not required by those statutes.

7. California Civil Code Section 1793.2 (d) requires that, if Mazda or its representative is

unable to repair a new motor vehicle to conform to the vehicle's applicable express
warranty after a reasonable number of attempts, Mazda may be required to replace or
repurchase the vehicle. California Civil Code Section 1793.22 (b) creates a presumption
that Mazda has had a reasonable number of attempts to conform the vehicle to its
applicable express warranties if, within 18 months from delivery to the buyer or 18,000
miles on the vehicle's odometer, whichever occurs first, one or more of the following
occurs:

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•

The same nonconformity [a failure to conform to the written warranty that
substantially impairs the use, value or safety of the vehicle] results in a condition that
is likely to cause death or serious bodily injury if the vehicle is driven AND the
nonconformity has been subject to repair two or more times by Mazda or its agents
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 4 or more times by Mazda or its
agents AND the buyer has notified Mazda of the need for the repair of the
nonconformity; OR

•

The vehicle is out of service by reason of 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
200 Spectrum Center Drive Suite 100
Irvine, California 92618
ATTN: Customer Mediation
 

8. The following remedies may be sought in BBB AUTO LINE: repairs, reimbursement for

money paid to repair a vehicle or other expenses incurred as result of a vehicle
nonconformity, repurchase or replacement of your vehicle, and compensation for
damages and remedies available under Mazda's written warranty or applicable law.

9. The following remedies may not be sought in BBB AUTO LINE: punitive or multiple

damages, attorneys' fees, or consequential damages other than as provided in California
Civil Code Section 1794 (a) and (b).

10. You may reject the decision issued by a BBB AUTO LINE arbitrator. If you reject the

decision, you will be free to pursue further legal action. The arbitrator's decision and any
findings will be admissible in a court action.

11. If you accept the arbitrator's decision, Mazda will be bound by the decision, and will

comply with the decision within a reasonable time not to exceed 30 days after we
receive notice of your acceptance of the decision.

12. Please call BBB AUTO LINE at 1-800-955-5100 for further details about the program.

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Customer Assistance (Canada)

▼ 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 8-9).

▼ STEP 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 Number on

page 9-2 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.
 
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.

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▼ 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 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.
 
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:

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

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Province/Territory

CAMVAP Number

Ontario

1 (800) 207-0685

Atlantic Canada

1 (800) 207-0685

Quebec

1 (800) 207-0685

▼ Regional Offices

REGIONAL OFFICES

COVERING AREAS

MAZDA CANADA INC.

WESTERN REGION

5011 275 STREET

LANGLEY, BRITISH COLUMBIA

V4W 0A8

(778) 369-2100

1 (800) 663-0908

ALBERTA,

BRITISH COLUMBIA,

MANITOBA,

SASKATCHEWAN,

YUKON

MAZDA CANADA INC.

CENTRAL REGION
55 VOGELL ROAD,

RICHMOND HILL,

ONTARIO, L4B 3K5

1 (800) 263-4680

ONTARIO,

NEW BRUNSWICK,

NOVA SCOTIA,

PRINCE EDWARD ISLAND,

NEWFOUNDLAND

MAZDA CANADA INC.

QUEBEC REGION

6111 ROUTE TRANSCANADIENNE

POINTE CLAIRE, QUEBEC

H9R 5A5

(514) 694-6390

QUEBEC

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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:

▼ 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.
Refer to Importer/Distributor on page 8-13.
 
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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Customer Assistance (Mexico)

Your complete and permanent satisfaction is our business. We are here to serve you. 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:

▼ Contact Your Mazda Dealer

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.

•

If it becomes necessary to have the components or wiring system for the supplementary
restraint system modified to accommodate a person with certain medical condition in
accordance with a certified physician you must contact your dealership in order to avoid
the potential loss of the warranty of your vehicle which may occur if some third party is
hired by the customer to make any modifications to this system.

 
Log on: at www.mazdamexico.com.mx
 
Answers to many questions, including how to locate or contact a local Mazda dealership in
Mexico, can be found here.
 
E-mail: click on “Contactanos” at the top of the page at www.mazdamexico.com.mx
 
By phone at: 01 800 01 MAZDA (62932)
 
By letter at:
Attn: Customer Assistance
Mazda Motor de Mexico
Mario Pani #150, PB Col. Lomas de Santa Fe
Mexico, D.F. C.P. 05300
Del. Cuajimalpa de Morelos
Tel: Customer Assistance
01 800 01 MAZDA(62932).

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In order to serve you efficiently and effectively, 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

▼ U.S.A.

Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
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.
55 Vogell Road, Richmond Hill,
Ontario, L4B 3K5 Canada
TEL: 1 (800) 263-4680 (in Canada)
(905) 787-7000 (outside Canada)

▼ PUERTO RICO/U.S. Virgin Island

International Automotive Distributor
Group, LLC. (Mazda de Puerto Rico)
P.O. Box 191850, San Juan, Puerto Rico
00919-1850
TEL: (787) 641-1777

▼ MEXICO

Mazda Motor de Mexico
Mario Pani # 150, PB Col. Lomas de
Santa Fe Mexico, D.F. C.P. 05300 Del.
Cuajimalpa
TEL: Center of Attention to Clients:
01 (800) 016 2932. in Mexico

▼ 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

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Reporting Safety Defects (U.S.A.)

If you believe that your vehicle has a defect which could cause a crash or could cause injury
or death, you should immediately inform the National Highway Traffic Safety
Administration (NHTSA) in addition to notifying Mazda Motor Corporation (Your Mazda
Importer/Distributor).
 
If NHTSA receives similar complaints, it may open an investigation, and if it finds that a
safety defect exists in a group of vehicles, it may order a recall and remedy campaign.
However, NHTSA cannot become involved in individual problems between you, your
dealer, or Mazda Motor Corporation (Your Mazda Importer/Distributor).
 
To contact NHTSA, you may call the Vehicle Safety Hotline toll-free at 1-888-327-4236
(TTY:1-800-424-9153); go to http://www.safercar.gov; or write to: Administrator, NHTSA,
1200 New Jersey Avenue, SE., Washington, DC, 20590. You can also obtain other
information about motor vehicle safety from http://www.safercar.gov.

NOTE
If you live in the U.S.A., all correspondence to Mazda Motor Corporation should be
forwarded to:
 
Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
or
P.O. Box 19734
Irvine, CA 92623-9734
Customer Experience Center or toll free at 1 (800) 222-5500
 
If you live outside of the U.S.A., please contact the nearest Mazda Distributor shown (page
8-13) in this manual.

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Reporting Safety Defects (Canada)

Canadian customers who wish to report a safety-related defect to Transport Canada, Defect
Investigations and Recalls, may telephone the toll free hotline 1-800-333-0510, or contact
Transport Canada by mail at: Transport Canada, ASFAD, Place de Ville Tower C, 330
Sparks Street, Ottawa ON K1A 0N5.
 
For additional road safety information, please visit the Road Safety website at:
http://www.tc.gc.ca/roadsafety/menu.htm

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Warranties for Your Mazda

•

New Vehicle Limited Warranty

•

Powertrain Limited Warranty

•

Safety Restraint System Limited Warranty

•

Anti-perforation Limited Warranty

•

Federal Emission Control Warranty/California Emission Control Warranty

•

Emission Defect Warranty

•

Emission Performance Warranty

•

Emission Control Warranty

•

Replacement Parts and Accessories Limited Warranty

•

Tire Warranty

NOTE
Warranty information varies depending on the country. Refer to the Warranty Booklet for
detailed warranty information.

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Outside the United States/Canada

Government regulations in the United States/Canada require that automobiles meet specific
emission regulations and safety standards. Therefore, vehicles built for use in the United
States/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 the United States/Canada.
 
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).
 
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 the United
States/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.

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.

Customer Information and Reporting Safety Defects

Warranty

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Add-On Non-Genuine Parts and Accessories

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 systems; the Mazda warranty doesn't cover this. Before you install
any non-genuine parts or accessories, consult an Authorized Mazda Dealer.

WARNING

Always consult an Authorized Mazda Dealer before you install non-genuine parts or
accessories:
Improperly designed parts or accessories could seriously affect your vehicle's performance or
safety systems. This could cause you to have an accident or increase your chances of injuries
in an accident.

Be very careful in choosing and installing add-on electrical equipment, such as mobile
telephones, two-way radios, stereo systems, and car alarm systems:
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/TCS/DSC inactivation, or a fire in the vehicle.

Mazda assumes no responsibility for death, injury, or expenses that may result from the
installation of add-on non-genuine parts or accessories.

Customer Information and Reporting Safety Defects

Warranty

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