Source: www.AUTOBLOG.com by John Neff
Recently a privileged video released without Mazda's permission was leaked onto the internet. In the video, a member of the Mazda National Dealer Advisory Council states, "Mazda is well aware of the negative impact on the scores caused by the RX-8 surveys. They agreed with us that the situation had to be changed. And so, effective July 1st, RX-8 will be continued to be included in the survey, but the scores will no longer be included in the results."
For some owners, the RX-8 has mechanical gremlins that continually occur....
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OFFICIAL MAZDA RESPONSE
August 4, 2006
To all RX-8 Forum members:
Thank you for taking the time to share your concerns regarding Mazda's customer satisfaction process. I appreciate how deeply you care about Mazda and about our vehicles.
As I understand, you learned of a change to Mazda's CARE survey process as it relates to RX-8 through a video posted – without Mazda's permission – on the Internet. Unfortunately, the video, which is only one of many ongoing and privileged communications between Mazda, our dealer council and our dealers, does not begin to explain our CARE process or the fact that customer satisfaction is our number one priority. In addition, that video is only one portion of the story behind our CARE survey, and represents only one part of the internal discussions that have surrounded the survey recently.
Because we consider this situation to be proprietary and confidential between us and our dealer body, all I can do is assure you that we are unwavering in our commitment to make owning a Mazda the best possible experience. To that end, we have not stopped surveying RX-8 owners. There will be no change in emphasis on the level of service customers receive at dealers or the frequency of CARE surveys sent out by Mazda, and we retain our ability to take action if our dealerships do not deliver the service or satisfaction we expect and demand.
Our philosophy has been, and continues to be, that we will hold our dealers accountable for situations that are within their control. As such, Mazda's goal is to ensure that our dealers provide all customers, regardless of the vehicle they own, with the highest level of service and customer satisfaction.
To assume after viewing a video posted on the Internet that Mazda would do anything to compromise this is simply and unequivocally wrong.
Again, I thank you for bringing your concerns to us and giving us a chance to respond.
All the best,
Product Communications Manager
Mazda North American Operations