2022 MAZDA MODEL CX-9 Owners Manual

MEMO
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8
Customer Information and Reporting
Safety Defects
Important consumer information including warranties and add-on
equipment.
Customer Assistance......................... 8-2 Customer Assistance
(U.S.A.)........................................ 8-2
Customer Assistance
(Canada)....................................... 8-7
Customer Assistance (Puerto
Rico)........................................... 8-10
Customer Assistance
(Mexico)..................................... 8-11
Mazda Importer/Distributors........ 8-13 Importer/Distributor................... 8-13
Reporting Safety Def ects................ 8-14
Reporting Safety Defects
(U.S.A.)...................................... 8-14
Reporting Safety Defects
(Canada)..................................... 8-15
Warranty.......................................... 8-16 Warranties for Your Mazda.........8-16
Outside the United States/
Canada........................................ 8-17
Registering Your Vehicle in A
Foreign Country (Except United
States and Canada)..................... 8-18
Add-On Non-Genuine Parts and
Accessories................................. 8-19
Cell Phones....................................... 8-20
Cell Phones Warning.................. 8-20
Event Data Recorder. ......................8-21
Event Data Recorder (U.S.A. and
Canada)....................................... 8-21
Recording of Vehicle Data.............. 8-22 Recording of Vehicle Data..........8-22
Uniform Tire Quality Grading System
(UTQGS).......................................... 8-23 Uniform Tire Quality Grading
System (UTQGS)....................... 8-23
Tire Information (U.S.A.)............... 8-25 Tire Labeling.............................. 8-25
Location of the Tire Label
(Placard)..................................... 8-30
Tire Maintenance........................ 8-33
Vehicle Loading.......................... 8-36
Steps for Determining the Correct
Load Limit.................................. 8-41
Declaration of Confo rmity..............8-42
Declaration of Conformity......... 8-42
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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.
▼STEP 2: Contact Mazda North American Operations
If for any reason you feel the nee
d for further assistance after contacting your dealership
management or it becomes necessary to have the components or wi ring system for the
supplementary restrai nt system modified to accommodate a person with certain medical
Customer Information and Reporting Safety Defects
Customer Assistance
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conditions in accordance with a certified physician, you can reach Mazda North American
Operations by one of the following ways.

Log on: at www.MazdaUSA.com

Answers to many questions, including how to locate or contact a local Mazda dealership in
the U.S., can be found here.

E-mail: click on “Contact Us” lo cated on the bottom of the page at www.mazdausa.com
under “Help”

By phone at: 1 (800) 222-5500

By letter at:
ATTN: Customer Experience Center
Mazda North American Operations
200 Spectrum Center Drive Suite 100
Irvine, California 92618
P.O. Box 19734
Irvine, CA 92623-9734

In order to serve you efficiently and effectively, 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 regis tration 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)

If you live outside the U.S.A., please contact your nearest Maz da Distributor.
▼STEP 3: Contact Bett
er Business Bureau (BBB)
Mazda North American Operations realizes that mutual agreement on some issues may not
be possible. As a final step to ensure that your concerns are b eing fairly considered, Mazda
Customer Information and Reporting Safety Defects
Customer Assistance
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North American Operations has agreed to participate in a dispute settlement program
administered by the Better Business Bureau (BBB) system, at no cost to you the consumer.

BBB AUTO LINE works with consumers and the manufacturer in an a ttempt to reach a
mutually acceptable resolution o f any warranty related concerns. If the BBB is not able to
facilitate a settlement they will provide an informal hearing b efore an arbitrator.

You are required to resort to BBB AUTO LINE before exercising r ights or seeking remedies
under the Federal Magnuson-Moss Warranty Act, 15 U.S.C. § 2301 et seq. To the extent
permitted by the applicable state “Lemon Law”, you are also req uired to resort to BBB
AUTO LINE before exercising any rights or seeking remedies unde r the “Lemon Law”. If
you choose to seek remedies that are not created by the Magnuso n-Moss Warranty Act or
the applicable state “Lemon Law”, you are not required to first use BBB AUTO LINE.

The whole process normally takes 40 days or less. The arbitrati on decision is not binding on
you or Mazda unless you accept th e decision. For more information about BBB AUTO
LINE, including current eligibil ity standards, please call 1-800-955-5100 or visit the BBB
website at www.bbb.org/autoline.

Being truly committed to custome r satisfaction is more than a phrase with Mazda. We hope
to satisfy every customer direct ly, but if there is ever a question about our decision, Mazda
believes in providing a fast, fa ir and free method such as the BBB AUTO LINE to ensure
Mazda delivers on our commitment to do the right thing for our customers!
▼California Customers
1. Mazda North American Operations participates in a mediation/arbitration program
administered by BBB AUTO LINE, a Division of BBB National Programs, Inc. [1676
International Drive, Suite 550 , McLean, Virginia 22102] through local Better Business
Bureaus. BBB AUTO LINE and Mazda have been certified by the Arb itration
Certification Program of the Cali fornia Department of Consumer Affairs.
2. If you have a problem arising under a Mazda written warranty, we encourage you to
bring it to our attention. If we are unable to resolve it, you may file a claim with BBB
AUTO LINE. Claims must be filed with BBB AUTO LINE within six ( 6) months after
the expiration of the warranty.
3. To file a claim with BBB AUTO LINE, call 1-800-955-5100. Ther e is no charge for the
call.
4. In order to file a claim with BBB AUTO LINE, you will have to provide your name and
address, the brand name and vehicle identification number (VIN) of your vehicle, and a
statement of the nature of your p roblem or complaint. You will also be asked to provide:
the approximate date of your acquisition of the vehicle, the ve hicle's current mileage, the
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 thro ugh mediation. If
mediation is not successful, or if you do not wish to participate in mediation, claims
within the program's jurisdictio n may be presented to an arbitrator at an informal
hearing. The arbitrator's decision should ordinarily 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 ar bitrator requests an
inspection/report by an impartial technical expert or further i nvestigation and report by
BBB AUTO LINE.
6. You are required to use BBB AUTO LINE before asserting in cou rt any rights or
remedies conferred by California Civil Code Section 1793.22. Yo u 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 Californ ia 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) requires that, if Ma zda or its representative is
unable to repair a new motor vehicle to conform to the vehicle' s applicable express
warranty after a reasonable number of attempts, Mazda may be re quired to replace or
repurchase the vehicle. Califor nia Civil Code Section 1793.22 ( b) creates a presumption
that Mazda has had a reasonable number of attempts to conform t he vehicle to its
applicable express warranties if, within 18 months from deliver y 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 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 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 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
Customer Information and Reporting Safety Defects
Customer Assistance
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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 everyth ing possible has been done to ensure 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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