2017 MAZDA MODEL CX-9 service

8–6
Customer Information and Reporting Safety Defects
Customer Assistance
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 Offi ce
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 Offi ce nearest you for such arrangements. Regional Offi ce address
and phone numbers are shown (page 8-8 ).
STEP 3: Contact the Mazda Customer Relations Department
If still not substantially satisfi ed, 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 Identifi cation Number (VIN). Refer to the Vehicle Identifi cation 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.
CX-9_8FS7-EA-16K_Edition2.indb 6CX-9_8FS7-EA-16K_Edition2.indb 62016/12/15 18:36:522016/12/15 18:36:52

8–7
Customer Information and Reporting Safety Defects
Customer Assistance
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 fi nal as the award
is binding on both you and Mazda Canada Inc.
Canadian Motor Vehicle Arbitration Plan (CAMVAP)
If a specifi c 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 Offi ce at:

Canadian Motor Vehicle Arbitration Plan
235 Yorkland Boulevard, suite 300
North York, Ontario
M2J 4Y8
http://camvap.ca

CX-9_8FS7-EA-16K_Edition2.indb 7CX-9_8FS7-EA-16K_Edition2.indb 72016/12/15 18:36:522016/12/15 18:36:52

8–9
Customer Information and Reporting Safety Defects
Customer Assistance
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 8-12 .

Please help us by providing the following information:


1. Your name, address, and telephone number
2. Year and model of vehicle
3. Vehicle Identifi cation 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)

CX-9_8FS7-EA-16K_Edition2.indb 9CX-9_8FS7-EA-16K_Edition2.indb 92016/12/15 18:36:532016/12/15 18:36:53

8–10
Customer Information and Reporting Safety Defects
Customer Assistance
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 modifi ed to accommodate a person with certain medical condition in
accordance with a certifi ed 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 modifi cations 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).

CX-9_8FS7-EA-16K_Edition2.indb 10CX-9_8FS7-EA-16K_Edition2.indb 102016/12/15 18:36:532016/12/15 18:36:53

8–22
Customer Information and Reporting Safety Defects
Uniform Tire Quality Grading System (UTQGS)
Uniform Tire Quality Grading System (UTQGS)
This information relates to the tire grading system developed by the U.S. National Highway
Traffi c Safety Administration for grading tires by tread wear, traction, and temperature
performance.
Tread Wear
The tread wear grade is a comparative rating based on the wear rate of the tire when tested
under controlled conditions on a specifi ed government test course.
For example, a tire graded 150 would wear one-and-a-half times as well on the government
course as a tire graded 100.

The relative performance of tires depends upon the actual conditions of their use, however,
and may depart signifi cantly from the norm because of variations in driving habits, service
practices and differences in road characteristics and climate.
Traction-AA, A, B, C
The traction grades, from highest to lowest, are AA, A, B, and C. These grades represent the
tire's ability to stop on wet pavement as measured under controlled conditions on specifi ed
government test surfaces of asphalt and concrete. A tire marked C may have poor traction
performance.
WARNING
The traction grade assigned to this tire is based on braking (straight ahead) traction tests
and does not include acceleration cornering (turning), hydroplaning, or peak traction
characteristics.

Temperature-A, B, C
The temperature grades A (the highest), B, and C, represent the tire's resistance to the
generation of heat and its ability to dissipate heat when tested under controlled conditions on
a specifi ed indoor laboratory test wheel.
Sustained high temperature can cause the material of the tire to degenerate and reduce tire
life, and excessive temperatures can lead to sudden tire failure.

Grade C corresponds to a level of performance which all passenger vehicle tires must meet
under the Federal Motor Vehicle Safety Standard No. 109. Grades B and A represent higher
levels of performance on the laboratory test wheel than the minimum required by law.
CX-9_8FS7-EA-16K_Edition2.indb 22CX-9_8FS7-EA-16K_Edition2.indb 222016/12/15 18:36:562016/12/15 18:36:56

8–33
Customer Information and Reporting Safety Defects
Tire Information (U.S.A.)
Tire Maintenance
Improper or inadequate vehicle maintenance can cause tires to wear abnormally. Here are
some important maintenance points:
Tire Infl ation Pressure
Inspect all tire pressure monthly (including the spare) when the tires are cold. Maintain
recommended pressures for the best ride, top handling, and minimum tire wear. Use the
pressures specifi ed on the vehicle tire information placard or tire label for optimum service.
Tire Rotation
To equalize tread wear, rotate the tires every 12,000 km (7,500 miles) at the latest or sooner
if irregular wear develops. Mazda recommends to rotate every 8,000 km (5,000 miles) to
help increase tire life and distribute wear more evenly.

Do not include (TEMPORARY USE ONLY)
spare tire in rotation.Forward

Inspect the tires for uneven wear and damage. Abnormal wear is usually caused by one or a
combination of the following:
 


 Incorrect tire pressure



 Improper wheel alignment



 Out-of-balance wheel



 Severe braking
After rotation, infl ate all tire pressures to specifi cation (page 9-9 ) and inspect the lug
nuts for tightness.
(With tire pressure monitoring system)
After adjusting the tire pressure, initialization of the tire pressure monitoring system is
necessary to make the system operate normally.
Refer to Tire Pressure Monitoring System Initialization on page 4-153 .
CAUTION
Rotate unidirectional tires and radial tires that have an asymmetrical tread pattern or
studs only from front to rear, not from side to side. Tire performance will be weakened if
rotated from side to side.

CX-9_8FS7-EA-16K_Edition2.indb 33CX-9_8FS7-EA-16K_Edition2.indb 332016/12/15 18:37:002016/12/15 18:37:00

8–46
Customer Information and Reporting Safety Defects
Declaration of Conformity
Bluetooth ® Hands-Free
Type A
U.S.A. and Canada


FCC ID: CB2MBLUEC09 IC:279B-MBLUEC09
This device complies with Part 15 of the FCC Rules and with RSS-210 of Industry Canada.
Operation is subject to the following two conditions:

(1) This device may not cause harmful interference, and
(2) This device must accept any interference received, including interference that may cause
undesired operation.

WARNING
Changes or modifi cations not expressly approved by the party responsible for compliance
could void the user's authority to operate the equipment.

The term “IC: ” before the radio certifi cation number only signifi es that Industry Canada
technical specifi cations were met.
The antenna used for this transmitter must not be co-located or operating in conjunction
with any other antenna or transmitter. End-users and installers must be provided with
installation instructions and transmitter operating conditions for satisfying RF exposure
compliance.
Mazda Bluetooth
® Hands-Free Customer Service 



 U.S.A.
 Phone: 800-430-0153 (Toll-free)
Web: www.mazdausa.com/mazdaconnect
 


 Canada
 Phone: 800-430-0153 (Toll-free)
 Web: www.mazdahandsfree.ca
CX-9_8FS7-EA-16K_Edition2.indb 46CX-9_8FS7-EA-16K_Edition2.indb 462016/12/15 18:37:052016/12/15 18:37:05