Mazda Technical Department Appalling Service

I have received appalling service from Mazda's technical department who don't have any idea of customer service. After a year of Mazda Randburg sending them videos of the noise in my car they send out a rude, inexperienced technician who is not diligent enough to check the problem properly and dismisses the issue. Mazda's response is also dismissive as they didn't read my email properly and say that the problem is intermittent. History of recent messages below.

My response 11/03 -------------------- Hi there,

The problem is not intermittent and is audible and I have proved to your technician that I can recreate the problem on demand. He acknowledged that the issue can be consistently recreated. The fact that your technician still says that the problem is inaudible and intermittent just proves that he is inexperienced and unprofessional and not diligent enough to take the time to recreate the issue. I am not happy with your response and strongly believe that a senior technician will be able to assist.

Response from Mazda 11/03 ------------------------------- Good morning Edgar

Thanks for taking the time to bring this matter to our attention again. Your dissatisfaction about your interaction with our staff member has been noted as well and will be addressed internally.

We have discussed this issue after having taken into consideration all the facts related to your concern. We also took note of what was relayed to you by the dealer, which will be taken up with the relevant people at dealer level.

Our Field Technician could not fault the vehicle in any way as it seems the noise is inaudible and intermittent. Even after having stripped and inspected various parts on the front suspension, he is could not identify the source of the sound. Sending out another Technician will not, in our opinion, bring about a different outcome.

@Hanroux, please take charge of this matter through further interaction with the customer and diagnosis at dealer level and revert back to MSA with your findings.

I hope you find this in order.

Kind regards, Sent to Mazda 10/3/2021 ---------------------------- It's more than 2 years now that I've been bringing in my car to Mazda to sort out the knocking sound on full right turn. I have dealt with various staff at CMH Randburg and am currently being assisted by Haarno from CMH randburg. Haarno has helped me over the last year by sending videos to the Mazda Technical department as well as having the Technical Expert out from Mazda.

The service from Mazda's Technical department has been pathetic to say the least. Mazda's Technical department has no concept of customer service. Firstly they kept asking for videos and wasting my time before they eventually sent out a technician. The technician advised CMH Mazda to change the shock struts and left. He did not test the vehicle properly and the problem persists. After complaining to CMH Mazda again Mazda's Technical Department asked for more videos. Really?! If they couldn't figure out the issue from the first lot of videos why ask again?. Numerous videos were sent to them and still there was no resolution. The matter was escalated to the head of the Technical department. They eventually (after almost a year) sent the technician back. This time I had the displeasure of meeting the technician: Chris (who was the same person previously sent out). I took Chris for a drive to demonstrate the sound. He initially tried to excuse the sound as 'normal steering' sound but I insisted he listen properly. After several demonstrations he was finally convinced that there was an abnormal sound. He then argued that it was there was nothing mechanically wrong with the vehicle as they had checked it before. I asked him to then explain where the sound was coming from. He continued to argue that there was nothing mechanically wrong with the vehicle but couldn't explain the sound. I was suitably frustrated at this ***********, rude technician who wasnt prepared to help. I told him to fix the issue. He then accused me of raising my voice and stormed off saying he wouldn't be spoken to that way.

Have you sent him on a customer service course? I am livid with the service received from Mazda's technical department and expect to receive a full explanation for your technician's behaviour and how you are going to resolve my issue. I expect a senior technician to review my problem and not an ***********, rude, junior technician after I have been waiting a year