Customer Service Response

Thank you for contacting Mazda Customer Experience Center about your experience with your Mazda CX-5 and our dealerships. I appreciate your honest feedback and the opportunity to address your concerns. 

I understand your frustration regarding the maintenance cost you’ve incurred. To start, I would like to explain the difference between Factory Warranties, Extended Warranties, and Dealership Service Contracts. 

Factory Warranties protect the vehicle and its components from manufacture defects within the allotted timeframe for each warranty. At the end of this email, I have included the list of your factory warranties along with their end dates for your records. 

Extended Warranties are usually purchased when the vehicle is sold, but additional packages may be available for your vehicle. These plans are offered through Mazda Financial Services and you can review each type of protection plan with the link below. 

https://www.mazdafinancialservices.com/us/en/vehicle-protection/which-plan-is-right-for-you.html

Dealership’s may offer a Service Program. These programs are not affiliated with Mazda or Mazda Financial and are usually locked to your purchasing dealership. Since this is not a Mazda program, you would need to reach out to them for more information on your recent plans and to see if any form of reimbursement can be offered. 

When a vehicle suffers from a malfunction, our dealerships diagnose the vehicle to determine the root failure and what influenced it to fail. If it is deemed as a manufacture defect, it is processed through applicable warranties for coverage. If the failure was caused by an outside influence, coverage will not be available and you may need to pay out of pocket. Since your vehicle was already at 43,000 miles for the headlight concern, your Basic Warranty would not cover this repair due to being over mileage. 

Mazda offers a Maintenance Schedule within the vehicle’s Owner’s Manual. For your 2023 CX-5, it states that there are two schedules: Schedule 1 for Normal Driving Conditions and Schedule 2 for Severe Driving Conditions. 

Schedule 1 states that the maintenance interval for oil changes is every 7,500 miles, while Schedule 2 states an oil change every 5,000 miles. It is your responsibility for properly operating and maintaining your Mazda vehicle in accordance with the instructions described in your owner’s manual. If you feel that an additional service is needed or not, you can inform the dealership to add or reject the repair.  You can review the scheduled maintenance with the link below to the digital owner’s manual. 

https://www.mazdausa.com/static/manuals/2023/cx-5/contents/07020200.html

Please let me know if there is anything else I can assist you with and this case. Thank you for being the best part of Mazda, have a great rest of your week. 

Sincerely, 
Zachary 
Representative, Customer Experience 
800.222.5500 
Select Prompt 2, then Ext. 1240151