Over the last 6 years, I’ve helped a lot of my customers purchase new Mazda vehicles. And in that time, I’ve had zero complaints from those customers. Some own their 3rd consecutive Mazda, so this story about Mazda is right out of the blue at least from my perspective.
It does however, tell a story about mass-produced cars. A typical vehicle has around 30,000 individual parts or components – rubber, steel, aluminium, plastic, cloth or leather, and glass. If 10 of those 30,000 parts were to fail over the warranty period for the car, then you’d still have a machine that is 99.97% reliable or fault free.
But, and this is a big but, if something in this complex machine fails, then the manufacturer MUST step up and look after the customer. A complete investigation by someone qualified must detemine whether it’s a driver fault or the fault of the manufacturing process.
This story by Perth Now in Western Australia is worth reading. It tells of nine Mazda owners who were denied their rights and had to approach the ACCC for a solution. Not good Mazda. The owner of a car or any other consumer item (even a toaster) has inalienable rights under Australia Consumer Law. (I’m in a discussion with Subaru Australia about a Subaru XV which failed 8 months outside of warranty).
This particular failure was with the Subaru Eye-Sight system or the Brake Master Controller – and will be replaced or repaired by Subaru, albeit after a week of ‘discussions’
I encourage you to read this story. And please remember that you have rights under Australian Consumer Law (2011). If you’re in any doubt as to your rights, please email me to [email protected] I’m happy to provide a free assessment of your individual situation
Mazda Australia ‘misled, deceived’ drivers over faulty new cars
Rebecca Le May NCA NewsWireNovember 30, 2021 3:30PM
Nine Mazda drivers whose new cars had serious and recurring faults were given the “the run around” for months and even years in some cases in conduct deemed “appalling” by the consumer watchdog.
The consumers had requested a refund or a replacement vehicle after enduring serious and recurring faults with their new Mazda vehicles within a year or two of purchase.
But Mazda ignored or rejected the requests, telling the drivers the only available remedy was another repair – even though their vehicles had already undergone multiple unsuccessful repair attempts, including complete engine replacements, the ACCC said.
One vehicle had three engine replacements.
“After repeated attempted repairs, over months and even years, in some cases Mazda offered to refund only a portion of the vehicle’s purchase price or offered a replacement vehicle only if the consumer made a significant payment,” the ACCC said.
The court found that Mazda made 49 separate false or misleading representations relating to the nine consumers, insisting they were only entitled to have their vehicles repaired, even though Australian consumer rights include a refund or replacement when there is a major failure.
The drivers were also wrongly told they were not entitled to a refund or replacement vehicle at no cost.
“Mazda engaged in long, drawn-out discussions with the consumers, often multiple times a day over months, in which it misled the consumers about their rights,” ACCC chair Rod Sims said.
“Mazda’s conduct towards these consumers was not just appalling customer service as noted by the judge, it was a serious breach of the law.”
The court dismissed the ACCC’s allegations that Mazda had also engaged in unconscionable conduct despite finding it gave the drivers “the run around” with evasions and subterfuges.
The court will decide on penalties and other orders sought by the ACCC at a later date.
Hello. I’m Bob Aldons, the owner and editor of The Car Guy. The Car Guy is an independently owned car review website. I’m currently testing cars for Mazda, Nissan, Kia, Suzuki, Mitsubishi, Renault, Hyundai, Haval, Great Wall, and Genesis.
Through Mercedes AMG Petronas Motorsport I’m also writing about the 2021 Formula 1 season.
I’m not paid by any car company for my opinion and my companies don’t receive advertising revenue to say nice things about them. I call it as I see it.
However, I also own a new car broker company – Car Business. Being able to review new cars gives me an opportunity to provide accurate information on these brands. If you’re in the market for Any New Car Cheaper, contact me at Car Business and see how I go about saving you some serious money.
Perhaps you think that you can do the job of buying a new car yourself? If you’re after any advice at all, give me a call and ask me any question that you need to be answered.
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