Mazda Refusing To Honour Warranty
Discussion
Hello All,
I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
makaveli144 said:
they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer.
Get that in writing if you can as its wholly illegal for them to say that.As long as it has been serviced to spec it doesn't matter who has done the work. The garage holding the contract for the service plan can reasonably be expected to have met the requirements.
In short don't take no for an answer as on the face of it they are in a very strong position.#
Start keeping records of correspondence if they haven't already.
makaveli144 said:
Hello All,
I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
I thought that the days of warranties being voided by servicing it at non franchised dealers were behind us? It is now illegal isn't it?I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
makaveli144 said:
Hello All,
I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
I thought that the days of warranties being voided by servicing it at non franchised dealers were behind us? It is now illegal isn't it?I just wanted to pick your brains a little for yet another problem my parents have ended up with.
They have a Mazda 2, 2012 Bought brand new on PCP from Co-op Mazda Derby with service plan etc. So it came up for servicing this week, got a phone call from the dealer which has been taken over by a big chain and no longer sells Mazdas but they still have the contract for the service plan. So it gets booked in and my mum asks them to look at the steering rack. Which they apparently have done but they have said that it needs to go to Beechdale Mazda as they are now the closest Mazda dealer. So it gets booked in at Beechdale at which point they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer. So my dad phones Mazda who say they will have someone look in to it, but on the face of it it does look like the rack will have to be paid for by my parents not under the warranty.
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
Also all they did was look at the steering rack, it hasnt been replaced etc so why on earth are they saying the warranty is invalidated?
It sounds to me like they are trying to get out of a warranty claim but do you guys have any advice as to where they stand? My advice was to just had the car back to the finance company and let they deal with it. They have paid over 50% of the repayment figure so I cant see why this would be a problem.
I'm no expert, but i'm sure these days the law says that you can have your car serviced anywhere, as long as OEM spec parts have been used. If they have had the car serviced and stamped up at an alternate dealership, then it shouldn't be a problem.
How much 'servicing' is done on the steering rack anyway? Other than an inspection of the seals to check for fluid leaks I can't imagine servicing comes in to play.
How much 'servicing' is done on the steering rack anyway? Other than an inspection of the seals to check for fluid leaks I can't imagine servicing comes in to play.
trickywoo said:
makaveli144 said:
they tell my mum that the warranty has been invalidated as it was serviced at a non mazda authorised dealer.
Get that in writing if you can as its wholly illegal for them to say that.As long as it has been serviced to spec it doesn't matter who has done the work. The garage holding the contract for the service plan can reasonably be expected to have met the requirements.
In short don't take no for an answer as on the face of it they are in a very strong position.#
Start keeping records of correspondence if they haven't already.
As long as that's been done (and it's been serviced according to the schedule - time and distance requirements), then the Mazda dealer is on dodgy ground...
I have to admit that I also thought that it was illegal, I remember reading something somewhere about a EU ruling.
But with Beechdale saying what they are then I started to question myself. The other thing I thought was odd is that Beechdale have advised us not to speak to the original/servicing dealer as it could make thing worse? Which seems like a very strange thing to say.
But with Beechdale saying what they are then I started to question myself. The other thing I thought was odd is that Beechdale have advised us not to speak to the original/servicing dealer as it could make thing worse? Which seems like a very strange thing to say.
havoc said:
Good advice with one caveat - the servicing garage MUST use OEM parts - parents might want to go back to them, ask them to show your parents that they've fitted OEM parts when performing the service.
As long as that's been done (and it's been serviced according to the schedule - time and distance requirements), then the Mazda dealer is on dodgy ground...
This is not entirely accurate. The parts used must be an equivalent or 'matching' quality to the OEM parts. They do not have to be OEM parts. The servicing dealers parts suppliers should be able to provide suitable certification should it be required.As long as that's been done (and it's been serviced according to the schedule - time and distance requirements), then the Mazda dealer is on dodgy ground...
Block exemption states that a car can be serviced by any VAT registered business as long as genuine parts are used and the correct schedule is followed. Granted, come the end of the warranty period, the manufacturer will be less inclined to offer good will gestures - and in fact that coudl be said during the warranty period too. Manufacturers will tend to be more inclined to bend over for customers who show brand loyalty.
What I would add is that Mazda customer services are very good. My Mum had an issue with her Sport, granted it is now outwith warranty but they were still willing to help resolve the issues and answer any questions etc. They would have been within their rights to wash their hands, but they made sure the problem was sorted.
I'd definitely give them a call to discuss if further.
What I would add is that Mazda customer services are very good. My Mum had an issue with her Sport, granted it is now outwith warranty but they were still willing to help resolve the issues and answer any questions etc. They would have been within their rights to wash their hands, but they made sure the problem was sorted.
I'd definitely give them a call to discuss if further.
Get that Mazda dealer to write to your parents with their position on the invalidated warranty, which is illegal.
From there, either with or without them having shot themselves in the foot, draft a letter to Mazda explaining the situation clearly from start to present point. If you're not especially articulate, ask someone who is to write it.
As above - do not accept "no" for an answer.
From there, either with or without them having shot themselves in the foot, draft a letter to Mazda explaining the situation clearly from start to present point. If you're not especially articulate, ask someone who is to write it.
As above - do not accept "no" for an answer.
makaveli144 said:
Now to me this seems ridiculous as the Mazda service plan is still with the original dealership, still paid monthly and the contract for it is upstairs and has never been changed etc so why would my parents not take the car there?
The service plan is with the dealer, not the manufacturer. If the dealer changes brand then they still have your money.If they go bust then the plan is worthless.
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