2020 MAZDA MODEL CX-9 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 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:
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 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 componen
ts or wiring system for the supplementary
restraint system modified to accommodate a person with certai n medical conditions in
accordance with a certified physician, go to STEP 2.
▼ STEP 2: Contact Mazda
North American Operations
If for any reason you feel the need for further assistance after contacting your dealership
management or it becomes necessary to have the components or wiring system for the
supplementary restraint system modified to accommodate a person with certain medical
Customer Information and Reporting Safety Defects
Customer Assistance
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approximate date and mileage at the time any problem(s) were first brought to the
attention of Mazda or one of our dealers, and a statement of the relief you are seeking.
5. BBB AUTO LINE staff may try to help resolve your dispute through mediation. If
mediation is not successful, or if you do not wish to participate in mediation, claims
within the program's jurisdiction may be pr esented to an arbitrator at an informal
hearing. The arbitrator's decision should ordi narily be issued within 40 days from the
time your complaint is filed; there may be a delay of 7 days if you did not first contact
Mazda about your problem, or a delay of up to 30 days if the arbitrator requests an
inspection/report by an impartial technical expert or further investigation and report by
BBB AUTO LINE.
6. You are required to use BBB AUTO LINE before asserting in court any rights or
remedies conferred by California Civil Code Section 1793.22. You are also required to
use BBB AUTO LINE before exercising rights or seeking remedies created by Title I of
the Magnuson-Moss Warranty Act, 15 U.S.C. sec. 2301 et seq. If you choose to seek
redress by pursuing rights and remedies not created by California Civil Code Section
1793.22 or Title I of the Magnuson-Moss Warranty Act, resort to BBB AUTO LINE is
not required by those statutes.
7. California Civil Code Section 1793.2 (d) requ ires that, if Mazda or its representative is
unable to repair a new motor vehicle to c onform to the vehicle's applicable express
warranty after a reasonable number of attempts, Mazda may be required to replace or
repurchase the vehicle. California Civil Code Section 1793.22 (b) creates a presumption
that Mazda has had a reasonable number of attempts to conform the vehicle to its
applicable express warranties if, within 18 months from delivery to the buyer or 18,000
miles on the vehicle's odometer, whichever occurs first, one or more of the following
occurs:
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 bo dily injury if the vehicle is driven AND the
nonconformity has been subject to repair two or more times by Mazda or its agents
AND the buyer or lessee has directly notified Mazda of the need for the repair of the
nonconformity; OR
The same nonconformity has been subject to repair 4 or more times 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 nonconformities by Mazda or its
agents for a cumulative total of more th an 30 calendar days after delivery of the
vehicle to the buyer.

NOTICE TO Mazda AS REQUIRED ABOVE SHALL BE SENT TO THE
FOLLOWING ADDRESS:
Mazda North American Operations
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 tool
s 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 dissatisfactio n 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 ow
ner of the dealership or its General Manager.
▼STEP 2: Contact the Mazda Regional Office
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 Office nearest you for such arrangements. Regional Office address
and phone numbers are shown (page 8-9).
▼ STEP 3: Contact the Mazda Customer Relations Department
If still not substantially satisfied, 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 Identification Number (VIN). Refe r 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 a nd/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.
Customer Information and Reporting Safety Defects
Customer Assistance
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▼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 arb
itration 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 valuab le contribution to our achieving that goal.
There is no charge for using CAMVAP. CAMVAP results are fast, fair and final as the
award is binding on both you and Mazda Canada Inc.
▼ Canadian Motor Vehicle Ar
bitration Plan (CAMVAP)
If a specific 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 Admi nistrators 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 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 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 8-13.

Please help us by providing the 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 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 pl ease 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 condition in
accordance with a certified 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 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.mazdamexico.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 Cuajimalpa de Morelos, Ciudad
de México, CP 05348
Tel: Customer Assistance
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 t ires 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 course.
For example, a tire graded 150 would wear on e-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 significantly 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 meas
ured under controlled conditions on specified
government test surfaces of asphalt and conc rete. 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.
▼ Te m p e r a t u r e - A , B , C
The temperature grades A (the highest), B, and C, represent the tire's resistance to the
generation of heat and its abili
ty to dissipate heat when tested 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 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.
Customer Information and Reporting Safety Defects
Uniform Tire Quality Grading System (UTQGS)
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Tire Maintenance
Improper or inadequate vehicle maintenance can cause tires to wear abnormally. Here are
some important maintenance points:
▼Tire Inflation 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 specified on the vehicle tire informat
ion 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 di
stribute 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 sp ecification (page 9-7) 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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