2019 MAZDA MODEL CX-5 service

Customer Assistance (U.S.A.)
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 ke ep your Mazda vehicle in
top condition.
If you have any questions or recommendations for improvement re garding the service of
your Mazda vehicle or servicing by Mazda Dealer personnel, we r ecommend that you take
the following steps:
NOTE
If it becomes necessary to have the components or wiring system for the supplementary
restraint system modified to accommodate a person with certain medical conditions in
accordance with a certified physician, contact an Authorized Mazda Dealer. For more
information, go to NHTSA website www.safercar.gov (VEHICLE SHOPPERS > Air Bags >
Air Bag FAQs > Air Bag Deactivation).
▼ STEP 1: Contact Your Mazda Dealer
Discuss the matter wi
th 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 conditions in
accordance with a certified physician, go to STEP 2.
Customer Information and Reporting Safety Defects
Customer Assistance
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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 vehicl e is driven AND the
nonconformity has been subject to repair two or more times by M azda or its agents
AND the buyer or lessee has directly notified Mazda of the need fo r the repair of the
nonconformity; OR
The same nonconformity has been subject to repair 4 or more tim es 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 nonconform ities by Mazda or its
agents for a cumulative total of more than 30 calendar days aft er 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: repair s, reimbursement for
money paid to repair a vehicle or other expenses incurred as re sult of a vehicle
nonconformity, repurch ase or replacement of your vehicle, and compensation for
damages and remedies available under Mazda's written warranty o r 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 a s provided in California
Civil Code Section 1794 (a) and (b).
10. You may reject the decision issued by a BBB AUTO LINE arbitr ator. 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 deta ils about the program.
Customer Information and Reporting Safety Defects
Customer Assistance
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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 Ma zda in top condition. In
our experience, any questions, pro blems, or complaints regarding the operation of your
Mazda or any other general service transactions are most effect ively 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 t
he 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 requ ire assistance, ask the dealer S ervice Manager to arrange for
you to meet the local Mazda Service Representative. If more exp edient, 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 Cu
stomer Relations Department
If still not substantially satisfied, contact the Customer Rela tions Department, Mazda
Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Ca nada TEL: 1 (800)
263-4680.
Provide the Department wit h 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 wi th the local Mazda Service Representative, will review
the case to determine if everything possible has been done to e nsure your satisfaction.

Please recognize that the resolution of service problems in mos t cases requires the use of
your Mazda dealer's service facilities, personnel and equipment . We urge you to follow the
above three steps in sequenc e for most effective results.
Customer Information and Reporting Safety Defects
Customer Assistance
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▼Mediation/Arbitration Program
Occasionally a customer concern cannot be resolved through Mazd
a'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 admini stered 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 pa rty 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 t o our achieving that goal.
There is no charge for using CAMVAP. CAMVAP results are fast, f air and final as the
award is binding on both you and Mazda Canada Inc.
▼ Canadian Motor Vehicle A
rbitration Plan (CAMVAP)
If a specific item of concern arises, where a solution cannot b e 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 Arbitrat ion Plan (CAMVAP).

CAMVAP uses the services of Prov incial Administrators to assist consumers in scheduling
and preparing for their arbitration hearings. However, before y ou can proceed with
CAMVAP you must follow your Mazda dispute resolution process as outlined previously.

CAMVAP is fully imple mented in all provinces and territories.
Consumers wishing to obtain further information about the Progr am 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 Te rritories 1 (800) 207-0685
Alberta & Northwest Territories 1 (800) 207-0685
Saskatchewan 1 (800) 207-0685
Manitoba 1 (800) 207-0685
Customer Information and Reporting Safety Defects
Customer Assistance
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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 Maz da vehicle in top
condition.
If you have any questions or recommendations for improvement re garding the service of
your Mazda vehicle or servicing by Mazda Dealer personnel, we r ecommend that you take
the following steps:
▼ STEP 1
Discuss the matter wi
th 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 assis
tance, please contact your
area's Mazda representative.
Refer to Importer/Distributor on page 8-13.

Please help us by providing t he 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)
Customer Information and Reporting Safety Defects
Customer Assistance
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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 ke ep your Mazda vehicle in
top condition.
If you have any questions or recommendations for improvement re garding the service of
your Mazda vehicle or servicing by Mazda Dealer personnel, we r ecommend 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 MANA GER 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 dea lership in order to avoid
the potential loss of the warranty of your vehicle which may oc cur 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.ma zdamexico.com.mx

By phone at: 01 800 01 MAZDA (62932)

By letter at:
Attn: Customer Assistance
Mazda Motor de Mexico
Mario Pani 400 PB, Col. Santa Fe Cuajimalpa, Delegación Cuajima lpa de Morelos, Ciudad
de México, CP 05348
Customer Information and Reporting Safety Defects
Customer Assistance
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Uniform Tire Quality Grading System (UTQGS)
This information relates to the tire grading system developed by the U.S. National Highway
Traffic Safety Administration for grading tires by tread wear, traction, and temperature
performance.
▼ Tr e a d We a r
The tread wear grade is a comparative rating based on the wear rate of the tire when tested
under controlled conditions on a specified government test cour
se.
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 condi tions of their use, however,
and may depart significantly from the norm because of variation s in driving habits, service
practices and differences in ro ad 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 contro lled conditions on specified
government test surfaces of asphalt and concrete. A tire marked C may have poor traction
performance.
WA R N I N G
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 hi
ghest), B, and C, represent the tire's resistance to the
generation of heat and its ability to dissipate heat when teste d under controlled conditions
on a specified 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 passeng er vehicle tires must meet
under the Federal Motor Vehicle Safety Standard No. 109. Grades B and A represent higher
levels of performance on the labo ratory test wheel than the minimum required by law.
Customer Information and Reporting Safety Defects
Uniform Tire Quality G rading System (UTQGS)
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Tire Maintenance
Improper or inadequate vehicle maintenance can cause tires to w ear abnormally. Here are
some important maintenance points:
▼ Tire Inflation Pressure
Inspect all tire pressu
re monthly (including the spare) when th e tires are cold. Maintain
recommended pressures for the best ride, top handling, and mini mum tire wear. Use the
pressures specified 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 d istribute 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, inflate all tire pressures to specification (pa ge 9-10) and inspect the lug nuts
for tightness.
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.

Customer Information and Reporting Safety Defects
Tire Information (U.S.A.)
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