Why is the dealer being so good to me? A testimonial
QUESTION
Hi John,
I am a long-time follower and occasional commenter on your YouTube channel. Unfortunately, I’m not a hater though (no fun for you though).
I wanted to relate an experience I had today with the local Mazda dealership here in Echuca.
My wife’s 2015 CX-5 has been waiting for months to have the LHS light assembly changed under warranty due to known failure of the DRL.
I dropped the car off this morning and at about lunchtime I received a phone call from the service department. They noticed that the RHS Light was also playing up and would also be replaced FOC under warranty. They also stated that they noticed that the engine was covered in escaped coolant.
They diagnosed a failed head gasket (and this is the good bit) they said that the complete motor would be replaced under warranty and they would be providing a loan car for the duration.
I must say that I am quite impressed with how they (Mazda Echuca) have taken ownership of the issue and gone the extra step to look after us. In this day and age of being shafted by car dealers I thought that I would let you know about a good story for a change.
Of course it sucks that the car failed in the first place but in years gone by it would/ could have been a completely different outcome.
Keep up the great work.
Kind regards,
Shane
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ANSWER
Hello Shane,
Mate, it is disappointing you’re not a hater. In truth, most people aren’t. I do find the whole concept of online hate hilarious - except of course when it deeply affects someone who hasn’t been inoculated against it. It is amusing to out-troll some trolls, however.
Your experience is indeed how things should work, and A) your dealer is probably one of the good ones, plus B) Mazda has had something of a turnaround since being taken to Federal Court by the ACCC for alleged unconscionable conduct. I really don’t think they want to give the regulator any further evidence…
Agreed that this kind of thing shouldn’t happen, but cars are complex machines with 10,000 parts, used in harsh environments. Good support is the next-best thing, as you are discovering. Imagine having this experience with a Merc or a Jeep - it would suck out your soul, and leave you a withered husk lacking the will to live. And nobody wants that.
So, full points to Echuca Mazda for doing the right thing by you; they’ve just turned a customer’s frown upside down and you can tell your friends and family (and motoring journalists) about your positive experience - that’s much more effective PR than sponsoring sporting teams and supplying cars to events.
Congrats on the good result, and thanks for letting me know. Do try harder with the hate. Otherwise: keep up the good work mate.
JC
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