Mazda Service Won't Waive a Diagnosis Fee if I'm Not at Fault Found

hasher22 on 04/12/2023 - 19:33
Last edited 04/12/2023 - 21:23 by 1 other user

I have a CX3, in NSW, out of warranty but that's not the core issue.

There is a world-wide problem with this car's seatbelts not retracting and many many many users have replaced 1 or more seat belts for free out of warranty due to major safety hazzard. I don't understand why this isn't a recall.

Many CX3 forum users around the world have stated they got it replaced out of warranty no hassles, and Mazda CX3 forums in Australia has alot of users stating they have this problem and got it replaced for free, as Mazda service will talk to Mazda Aus to get it replaced for 0.00, Mazda service wants $190 for a diagnosis fee. Some users took the DIY route and fixed it themselves but unfortunately no tutorial posted and one user said WD40 fixed it when they took off the trim but taking off the trim is very difficult and I can't find a visual tutorial.

I've spoken via e-mail as I have it in writing, pretty much Mazda service won't waive or Mazda Australia won't refund the diagnosis fee if no user fault/damage found of the seatbelt. I find this strange and I understand the fee and a replacement service charge for parts and labour due to negligence or heavy wear and tear but I can tell you the seatbelt has seldomly been used. My middle seat belt and the other seatbelt retracts perfectly.

When I had my Karen hat on when they advised they will not waive the fee even if they agree it's a manufacturing fault and replace it for free, I kindly asked which is the right channel to escalate the fee to be waived. Now I have been ignored by the Mazda service and they won't return my e-mails, but they can reply to my general enquiry within 30 minutes. Been almost 1.5 weeks now.

On the Mazda CX3 Aus forums, two users stated they got the diagnosis fee waived but unfortunately, they are not active on the forums since 2022. I can't get in touch with them on what was the process they took to get it waived, but one user said one manager was nice and he waived it. I know they can waive the fee but they won't.

I know $190 may not be a lot of money to some of you, but it's a lot to me as this pays for my internet, electricity and gas for my home for the month.

Do you think it is reasonable for me not to pay the diagnosis fee if Mazda deems it's a fault on their end? How can I escalate it further?

Thank you.

Poll Options

  • 72
    Escalate it to Mazda HQ
  • 9
    Contact Fair Trading
  • 9
    Pay the Diagnosis Fee
Automotive Car Mazda

Comments

  • May4th on 04/12/2023 - 19:42
    +1

    similar experience with Mercedes. well known issue with restraint system, fixed multiple times during warranty period, and failed again 3 months after warranty period. fixed it without charge but would not waive diagnostic fee which is a BS fee for basically plugging it into OBD. $350. Was not a high yield investment. Never again

    • hasher22 on 04/12/2023 - 19:54
      +1

      Oh man! That sucks! I would be going ballistic if they told me I had to pay $350 for something that had been "fixed" during warranty. Must have been annoying, it's the time, effort and claiming the fault that just sucks.

      • May4th on 04/12/2023 - 20:06
        +2

        I tried escalating to head office but got nowhere..I think if you go to fairtrading or small claims tribunal they will probably give you money back because it's more hassle to respond but I couldn't be bothered spending more time on it

      • cookie2 on 05/12/2023 - 07:17

        Go fair trading.

    • JimmyF on 04/12/2023 - 22:25

      You got a out of Merc fixed at a dealer for only $350 and you're complaining!!! Sounds cheap to me 😂

      • May4th on 04/12/2023 - 23:38
        +3

        It's a known airbag sensor issue, absolutely covered regardless of warranty..but indeed..I sold it not long after. The best used euro is someone else's euro

  • boomramada on 04/12/2023 - 19:44

    Why not do all of the above and get back to us with the outcome?

    • hasher22 on 04/12/2023 - 19:54

      I think I'll do that, since both parties may take their time. I already got an answer from the service center to raise a case.

  • bloom on 04/12/2023 - 19:45
    +1

    Tell them your not paying for a full diagnostic
    Fix the seat belt I’m pointing at :/

    • hasher22 on 04/12/2023 - 19:55

      Since it was through e-mail, maybe I should go full Karen in-store? lol

  • Muzeeb on 04/12/2023 - 19:52

    Which actual seat belt is it? If the front seats the trim will most likely just be held on by clips. Possibly a few screws on the bottom hidden away. Give the plastic trim a good yank or get it started with a trim removal tool to expose the belt reel and give it a squirt. Rear seat belts can require a bit more effort.

    • hasher22 on 04/12/2023 - 19:55
      +1

      Rear right seat belt, unfortunately it's an effort :(

  • Mikefr on 04/12/2023 - 19:54
    +1

    Have you confirmed via your VIN# that your vehicle is under the apparent recall?

    https://www.mazda.com.au/recalls/

    • hasher22 on 04/12/2023 - 19:57

      Yup, I had 2 recalls which is the boot gas lifts and rear view camera recall, and I got them both fixed.

      • bobbified on 04/12/2023 - 20:06
        +1

        No recall on the seatbelt issue? If there's a recall, tell them to get stuffed over the diagnostic fee.

        • Muzeeb on 04/12/2023 - 20:08
          +4

          I don't understand why this isn't a recall.

          • bobbified on 04/12/2023 - 20:12
            +1

            @Muzeeb: aah, I missed that. That seems to have happened a few times where (not with Mazda only), certain things are being fixed free overseas, but not in Australia.

        • TiredKitty78 on 08/12/2023 - 02:21

          This. If there's no known issue with the seatbelts aka they've been recalled, and it's not something immediately apparent to the people when say, service the car, then OP you are effectively saying 'this car is known to have seatbelt issues, can you find out if my has the issue and replace them?'
          Because i'm a little lost on if you have gone to them to show them hey, my seatbelts don't work right.
          Versus 'i worry that my seatbelt which isn't known to be affected by an quality issues for my particular batch, but my model of car is, can you check everything is fine and replace the seabelts for free?'

  • life is suffering on 04/12/2023 - 20:10
    +2

    ACCC or fair trading and cc HQ.social media posts as well.

    • hasher22 on 04/12/2023 - 20:34
      +2

      Thanks, I made ACCC aware of the issue, but also lodged a fair trading complaint and e-mail Mazda complaints online form regarding the issue and evidence.

  • djones145 on 04/12/2023 - 20:29
    +3

    news.com.au

    safety issues, recall, dangerous
    mate they love this stuff,

  • Cheekykent on 04/12/2023 - 20:32

    I had the same issue on my 2016 cx3 out of warranty and right rear passengers, blokes at ringwood mazda were great after a few emails.
    Also side note my a/c condenser had a leak but alas no luck with that even though many other cx3 owners had issues with it that was 1k to sort out not from Mazda though.
    First and last Mazda imo.
    Good luck with your crusade

    • hasher22 on 04/12/2023 - 20:35

      Another person with the same fault. Did you get the diagnosis fee waived though and in writing through e-mail comms?

      • Cheekykent on 04/12/2023 - 20:42
        +1

        There was no mention of a fee, i just phoned and then asked to email them and they booked me in to sort it out, was a few years back though

        • hasher22 on 04/12/2023 - 21:16

          Thanks, just goes to show different service centers have different processes….. we all know they can waive the fee.

    • RoJeR on 05/12/2023 - 18:59

      I’ve got an early 2015 CX3. I’ve had three rear seatbelts replaced (one twice) and the aircon condenser replaced. They were all done after the car was out of warranty, they cost me nothing, and each time I was given a loan car for the day while they were working on it. The dealers aren’t Mazda and it seems having a good dealer makes all the difference. I had all of my servicing done with the dealer which it’s possible made a difference to their willingness to help. The most recent one was replaced last year when the car was over four years out of warranty. The dealer told me Mazda will replace them out of warranty because it’s a safety item.

  • altomic on 04/12/2023 - 20:33

    just buy a replacement off ebay for $43 and stop wasting your time taking it to some dealership and avoid the stress.

    $43.

    • hasher22 on 04/12/2023 - 20:37
      +1

      Mate, it's one thing to buy it which I happy to do, but its another thing for me to replace it myself and I can't replace it cause the trim is tricky to get off. I can't find any visual tutorials. And if I do get the trim taken off, another person from another forum stated they only used DW40 to fix it which may be my case so I don't need a replacement. I am happy to see if the DW40 trick works, but I can't take off the trim without visual aid or help.

      Even if I go to a mechanic to replace it, they will charge me and I might as well pay the $190 diagnosis fee and get Mazda to do everything.

      • altomic on 04/12/2023 - 21:55
        +1

        here's a [youtube instructional video ]https://www.youtube.com/watch?v=NK46To9hxhU) for a mazda 3 - yeah, I'm aware it is not a CX-3 - but same same.

        and then a this guide from a CX-3 forum regarding replacing a rear passenger seat belt -

        1. Remove the plastic trim (this is the hardest bit). 2. Disconnect the electric 2 pin connection to the pretensioner. 3. Remove the belt tensioner/pretensioner assembly (14mm socket For the two bolts).
        2. Remove the seat belt chassis bolt. (The complete assembly is now free of the vehicle.) 5. Drill out the three rivets covering the anti-tamper cover over the electric pretensioner. 6. Slightly release the three anti tamper small bolts holding the electric pretensioner assembly to the inertial assembly. 7. The stuck belt will now miraculously retract back into the inertial assembly. 8. Do not bother re installing the anti tamper cover. 9. Put it all back together. 10. Do not bother asking the Mazda dealer to do the above. They are too stupid.

        it's relatively straight forward.

        • hasher22 on 04/12/2023 - 21:56
          +1

          Thanks for the links and info, I saw those videos and tutorial on the CX3 forums, but this is for the back seatbelt trim which is much more difficult to do than the front. If it was the front, I'll be definitely doing it myself and giving it a crack.

          People on the CX3 forums, quite alot of people requesting for a visual tutorial.

          • altomic on 04/12/2023 - 23:46

            @hasher22: it's removing plastic trim to get to the seatbelt. the trim was placed there, so it can be removed. much like the video showed. it's just about "popping" it out.

            • hasher22 on 04/12/2023 - 23:49
              +2

              @altomic: I'm not stranger to DIY or removing easy trims from cars, I've done it before.

              If you see a Mazda's cx3 back trim, it's difficult. Another user here even said getting to a back seatbelt is challenging.

              If it were easy, me and 6 other people from the forum's will not ask for visual aid taking off the back trim.

  • holdenmg on 04/12/2023 - 20:40
    +2

    See: Faulty Seatbelt - Protected by Australian Consumer Law?
    https://www.ozbargain.com.au/node/757013

    • hasher22 on 04/12/2023 - 21:58
      +2

      Another case, crazy how Mazda has not recalled these seat belts, from the looks of it, they are approving it when they come in.

  • Euphemistic on 04/12/2023 - 20:44
    +1

    If the seatbelt is not retracting properly it doesn’t need diagnosing. It’s not an electronic thing it’s a take the service manager to the car and show them. 2 minutes. $190 is just BS.

    If necessary, you could take wrote on the service contract that you’ll pay for diagnosis if it is anything other than the well known seatbelt retractor problem.

    Maybe try a different dealer.

    • altomic on 04/12/2023 - 21:55

      it is wired into the electrical system - 2 wires to the pretensioner

    • hasher22 on 04/12/2023 - 21:59
      +1

      I was confused with this as well, also there's no way I could have damaged the internal retracting parts of the seat belt as user damage. $190 to see a seat belt flaccid on my seat.

  • dylanando on 04/12/2023 - 20:45

    Book it for an appointment, take it in and tell them what you want done. They can't ignore you in person and if you make a big enough scene they might just do it to get rid of you ;)

    • hasher22 on 04/12/2023 - 21:59

      I honestly was thinking this and go full Karen on them, but can I be bothered tho? lol

      • dylanando on 05/12/2023 - 07:34

        What can you lose ;) ?
        Don’t they serve a nice Brekky/lunch as well?

  • FocusRider on 04/12/2023 - 20:51

    There’s a forum for Mazda CX3 owners? Lol

    • hasher22 on 04/12/2023 - 22:00

      Yup! There's one for Yaris' as well when I had one lol

    • skillet on 05/12/2023 - 09:40

      They really love their cars.

      • smalltime0 on 07/12/2023 - 16:37

        No matter how faulty the seatbelts are.
        Toyota actually recalls cars over seatbelt issues though.

  • Earl of Lemongrab on 04/12/2023 - 21:15

    Why do you need to pay for a diagnostic fee for a part of the car (retractable mechanism of a seatbelt) which isn't connected to the cars onboard computer?

    Will the diagnostic tell you to take the trim off and apply WD40?

    Explain the problem again to them like they are 5 years old.

    • hasher22 on 04/12/2023 - 22:04

      looks blank into space - Don't know

  • JIMB0 on 04/12/2023 - 21:32

    Try another dealer.

    • hasher22 on 04/12/2023 - 22:01
      +1

      Thanks, will do, to be honest didn't really think of this since the one I contacted was my nearest one. But if I can drive a bit more for not paying, I will.

  • pegaxs on 04/12/2023 - 22:00
    +2

    Christ I’m glad I stopped working for dealerships…

    • hasher22 on 04/12/2023 - 22:03
      -1

      As in dealing with customers like me?

      • pegaxs on 04/12/2023 - 22:57
        +3

        Both. Dealing with manufacturers that won’t warranty their shit and customers that carry on like Karens, being stuck between these two, like I personally built their car.

        And trust me, you catch more flies with honey. Carrying on like a pork chop on some poor service advisor who has their hands tied by the dealer and the manufacturer is just going to piss them off to the point where they are going to do their absolute minimum to help you.

        Where I work now, if you pulled that Karen shit, we would hand you back your keys and tell you to never come back.

        • hasher22 on 04/12/2023 - 23:17
          -2

          Interesting rant you got there.

          Can you please advise me where I was being a "Karen"?

          The fact i was never rude to the Mazda staff, I asked them to waive it because it's not my fault and they said no. Fair enough, but I know for a fact people got my exact issue waived, 2 people on ozbargain didn't pay a fee for an out of warranty service.

          So please, continue your little rant about how I went full Karen on someone that I didn't even do.

          Furthermore, you have no records of our email chain to analyse and conclude I was being rude, they said no, I asked who is the right channel to get this fee waived and they didn't reply. So now, I'm seeking other avenues of remedy.

          Of course the receptionist from the dealer is going to say the fee is payable, she's first point of contact, a manager may have the discretion, if not they will seek the proper channels to try get a complaint resolved. But I can't get a manager reply because the receptionist is not returning my emails, I only sent 2, one about escalating the fee and the second which was a follow up. But it was ignored, and now we're here.

          Obviously you have trauma working at the dealership and now you're just putting all your bottled up previous customer complaints and internal dealership politics on me.

          Go to bed buddy, you're angry for no reason.

          • altomic on 04/12/2023 - 23:49
            -3

            @hasher22: pegaxs is suggesting you're a karen because it is not a difficult swap out , yet you'd rather whine about mazda not replacing it than actually fixing it.

            above I provided a solution , but you'd rather focus on "there is no solution and it looks hard, and every thing is difficult and I want to whine" - just move on.

            • hasher22 on 04/12/2023 - 23:53

              @altomic: Mate, what is your problem, seriously? Not everyone are DIYers.

              FIY, you gave me the wrong car and wrong trim removal video and you linked me a word tutorial with like 5 other people wanting visual aid on how to take off the trim, concluding they are having trouble taking off the trim as well.

              Not everyone can fix their own car, some people want to go to a professional, there's nothing wrong with that.

              I can build computers and understand the right parts and tech jargon, but do I expect other people to build computers if I showed them a link on a possible fix if there's a problem? No.

              Your solution doesn't work for me, end of.

              That's like me saying to someone, oh just go buy another head unit and replace it yourself, but if the person can't replace it themselves or is not comfortable then they will go to someone who will, and who am I to judge that? See where I'm coming from?

              This isn't replacing wiper blades, it's replacing a rear seat belt, just because you can do it, doesn't mean everyone else can.

              • altomic on 05/12/2023 - 00:13
                -3

                @hasher22: yeah , ok. be the victim of the mazda motor corporation not repairing your belt. don't be proactive. poor you. my heart bleeds.

                • try2bhelpful on 05/12/2023 - 00:26
                  +7

                  @altomic: These are safety devices. If there is a fault the dealership should be fixing it rather than the owner. If they fail in an accident they might injure or kill someone.

                  • hasher22 on 05/12/2023 - 00:45
                    +1

                    @try2bhelpful: 100% solid point!

                    Based on altomic logic, everyone should be replacing their own car parts, if we don't, we are whiney and not proactive.

                    When my engine fails, don't worry, I'll buy one from eBay and replace it myself cause I am a strong and independent and don't need no corporation to replace my parts for me.

            • cookie2 on 05/12/2023 - 07:23
              +1

              @altomic: Just because it's an easy job and you think your solution is suitable, doesn't mean it is to someone else.

          • pegaxs on 05/12/2023 - 09:50

            @hasher22:

            Can you please advise me where I was being a "Karen"?

            Nek minnit…

            When I had my Karen hat on when they advised they will not waive the fee even if they agree it's a manufacturing fault…

            YOU said you were being a Karen… My guess it's about there in your rant.

            The fact i was never rude to the Mazda staff

            According to you… I bet they would beg to differ.

            So please, continue your little rant about how I went full Karen

            Not what I said at all, it's what YOU said . See example above.

            And the rest of your childish diatribe just seals my "rant" that I hate dealing with both manufacturers AND entitled customers.

            I have a very solid feeling that the way you have spoken to me was exactly how you spoke to the poor girl at the service counter, so you probably got the outcome you deserved, not the one you cried about.

            I reiterate my comment above, if you want to get a better outcome, stop being a victim and acting all obnoxious.

            In other words, "grow up".

            • hasher22 on 05/12/2023 - 11:18
              -1

              @pegaxs: Oh more assumptions? Just because I was assertive to you with your little rant doesn't mean I was like that to the staff member.

              I can legit show everyone on this thread the conversation chain that I wasn't being a Karen and when I said i put my Karen hat on, I mean escalating to a manager.

              So go assume all you want, doesn't hide the fact that you're projecting your little insecurities and problems from your past job on me.

              • pegaxs on 05/12/2023 - 11:56
                +1

                @hasher22:

                Oh more assumptions?

                You literally said "I had my Karen hat on". Either you lied and you didn't have your Karen hat on, or you stated a "fact" which means my comment is based on fact, and therefore not an assumption…

                So, what is it, you lied? or you told the truth, ergo, not an assumption?

                I was assertive to you

                No, you were "trying" to be assertive, (what you were actually doing was re-enforcing my opinion of how you treated the staff) but I'm am guessing you would have used this to describe how you talked to the dealership staff as well? Just "being assertive"?

                I can legit show everyone on this thread the conversation chain that I wasn't being a Karen

                But in your OP you openly stated that you were being a Karen… So you either lied in your OP, or you are lying now.

                So go assume all you want

                Not assuming anything. I am merely quoting what you have stated. So, either you are lying, or it's the truth?

                you're projecting your little insecurities…

                Ad hominem, much?

                I deal with Karens all day at my job. It's water off a ducks back for me to deal with these people. I merely stated earlier that I am glad I don't have to get stuck talking to Karens any more and I can just hand their keys back and ask them to leave and never come back. Nothing pleases me more than showing "assertive" people the door.

                The only one that is insecure here, is the person putting on their "Karen hat" and yelling at a female service advisor and then yelling at people on the internet who refuse to placate them with confirmation bias ;)

                • hasher22 on 05/12/2023 - 15:40

                  @pegaxs: Such little rant

                  Who said I was yelling at the rep?

                  I can show you proof of the conversation but hey, you prob think me saying "can you please advise which channel or person that can get this fee waived if the diagnosis is not my fault"? Yup, I agree that's full Karen!!!!!

                  Again, you have no proof I was yelling nor rude nor assertive with the receptionist.

                  Just because I said the word Karen doesn't mean I went full on crazy. And I already told you that when I said Karen hat, I wanted it escalated.

                  Geez, what is your problem? Seriously?

                  Out of all the people in this thread, it's only YOU that profiled me as the bad guy that went crazy on a rep when you literally had no proof apart from the word "Karen" because you deal with Karen's all the time, trauma much? Way to incorrectly profile people.

                  If you're so accurate with profiling, go work for the FBI as a professional profiler since you're so amazing at it.

                  • pegaxs on 05/12/2023 - 16:47

                    @hasher22:

                    Who said I was yelling at the rep?

                    You. In your OP and several times since.

                    I can show you proof of the conversation

                    You video recorded your conversation with the poor service advisor? Cringe much? But yeah, sure, post it to YouTube, I'll upvote it.

                    Yup, I agree that's full Karen!!!!!

                    Oh good, self reflection of one's own actions can be a worthwhile thing. Looking back, seeing how you acted and adjusting for the future accordingly is a great asset.

                    you have no proof I was yelling nor rude…

                    Only your testimony where you stated that you put on your "Karen hat" and stated on a few occasions that you would "go full Karen on them" or "go ballistic". It sounds to me as if your default state is "Karen".

                    Just because I said the word Karen doesn't mean I went full on crazy.

                    Well, that is your interpretation of "Karen". I am basing my opinion on the fact that you said you went "Karen" on them. So, again, either you are lying about putting on your "Karen hat" or you did indeed talk to this woman pretty poorly, enough so that they, quote: "I have been ignored by the Mazda service and they won't return my e-mails." These are not the actions of a company that has its staff treated with respect…

                    Geez, what is your problem?

                    I don't have a problem, you're the one getting worked up… once again reinforcing my opinion of how you spoke to this female service advisor.

                    Out of all the people in this thread, it's only YOU that profiled me as the bad guy

                    Nope, you stated that you put on your "Karen hat". My original comment was that I am glad I no longer work as a liaison between shitty, tight arse car manufacturers, horrible dealer principals and unhinged and unreasonable customers.

                    For the record, I think that Mazda and the dealership are also being arseholes in this situation. The dealer could have easily put in a request to Mazda for out of warranty good will assistance… but seeing how you handle being told things you dont like here, I can see now why they have stopped responding to your emails.

                    Way to incorrectly profile people.

                    Nah, from your replies, I think I am pretty spot on :) I bet they even have secret notes on their computer system in case you call in again.

                    go work for the FBI…

                    Hahaah… ok, champ.

        • smalltime0 on 07/12/2023 - 16:40

          I get that catching flies with honey is the saying, but it is factually untrue.
          Fruit flies are the ones attracted to sugar like that and they prefer balsamic vinegar, its the acetic acid that they're attracted to indicating fermentation.

  • cuteseal on 04/12/2023 - 22:28

    Do you get your car serviced at a dealer? If so just mention it to them when you drop it off next, as they usually ask you if there are any concerns.

    I know at my dealer they bend over backwards when I've mentioned stuff. For example there was a rattling in my doors and they took the door panels apart and replaced the deadening, to try and fix the rattle, all for free. It would depend on the dealer though - some are better than others.

    Just a thought…

    • hasher22 on 04/12/2023 - 23:24

      Nah I get it serviced at my local mechanic. They're pretty damn good. I have a service with them this Wednesday, so many they can look at it? But who knows, they might charge a checking fee or a quote to replace.

      • try2bhelpful on 05/12/2023 - 00:27

        Just ask how much to have a quick look at it. No harm in asking.

        • hasher22 on 05/12/2023 - 00:41

          Definitely, I will ask them to have a look at it. :)

    • lainey13 on 05/12/2023 - 20:19

      Mazda Burwood. Mentioned the middle back seat no longer clicks in after they put the official car seat cover on. Last 3 services, and they still haven't bothered to fix that…

  • Geryatric on 05/12/2023 - 09:11
    +2

    Simple. Unless it's an official recall. If you are out of warranty you pay.
    God, imagine working at ACCC with all these timewasters.

    • skillet on 05/12/2023 - 09:44

      You wouln't be wasting time at ACCC if manufacturers be more honest and don't make things last long enough for warranty period.

      • Geryatric on 06/12/2023 - 23:52

        CX-3 has a 5-year warranty. Car is out of warranty and a plastic mechanism on the rear seatbelt. A rear seatbelt that children have put through its paces no doubt. That is called wear and tear.

        Make enough complaints and be persistent and OP will likely be successful in saving his $100, the cost of which gets redistributed to everyone else in increased prices of goods from manufacturers as their operating costs go up, and increased taxes to fund more public servants.

    • hasher22 on 05/12/2023 - 11:16
      -1

      You can still claim a fault claim outside warranty. even the ACCC will help people for out of warranty claims.

  • billy72 on 05/12/2023 - 13:12

    Sometimes they can fix it as a "goodwill" action if you're just out of warranty like a few months or 1 year.
    However, if it's 3 or 5 years out of warranty, they have the right to refuse it.

  • pencilhead on 05/12/2023 - 15:07

    I've got a cx5. That had seatbelt issue a few months ago. (out of warranty). Looked it up and saw it was a known issue.
    I took car in, told them it was a known issue. Stealership said same - They will do diagnosis, if no fault found, then would need to pay.
    They rang back and said faulty seatbelt and would be replaced under warranty.
    You won't need to pay anything if it's faulty.
    Sounds like you have tested and it's jammed at full extension. Take it in, tell them it's a known issue.

    I was a bit nervous too. Didn't want to fork out $190 for something I could potentially fix myself.
    Samsung and Bosch are doing this too. They will charge call out fee if no fault found. Seems to be the way of things.

    • hasher22 on 05/12/2023 - 15:36

      Thanks for the feedback. Glad to know someone is in the same situation.

      Can I ask which dealership it was?

      Because the reply I got was I need to pay for the diagnosis fee whether or not there is a fault.

      • pencilhead on 05/12/2023 - 16:16

        Mazda in Frankston,Vic.
        Maybe go into service centre and talk to them directly.
        Standing around making a scene in front of other customers is my go to place :)

        • hasher22 on 05/12/2023 - 16:28
          -1

          Thanks for that, awws I am in NSW.

          I just got off the phone with another service center in Sydney and he was really nice and understanding but obviously he can only state policies and processes as he also stated the diagnosis fee is payable whether or not there is a fault even if Mazda Aus approves the replacement/repair.

          I asked him what is the best channel or whom is the best person to speak to about getting the fee waived or reimbursed by Mazda Aus. He said to leave it with him and see what he can do on his end.

    • TiredKitty78 on 08/12/2023 - 02:28

      I get both sides.

      On one side, 'I'm anxious about this part, especially since this car has issues'
      Dealership says, i can't SEE any fault, but if you want to pay for me to look and be sure, i can

      On the otherside 'This guy wants me to check for an issue, when i don't see anything wrong. There are no other report issues for this BATCH of car, though the make has known recall issues. I can't just look around to assure every anxious customer that 'little thing' with their car isn't a giant problem waiting to happen, time is money. I'll have to charge them to look'.

  • Parkie on 05/12/2023 - 16:55

    I had this same issue with my partners CX-3. After finding out in was a known issue I contacted Mazda Australia and they sent me into a dealership. The guy just had a couple of 2min look at the seatbelts and said no worries they will order replacements. Got them fitted a month later, no cost or talk about diagnosis fee. We went through Albury Mazda.

    • hasher22 on 05/12/2023 - 17:09

      Thank you for your feedback about your experience.

      I don't understand why isn't this a major recall? So many people having this problem, especially with cx3s.

      I feel this is a game of price matching, just depends who you go to lol.

      • pencilhead on 05/12/2023 - 18:59
        +1

        I guess it's random which belts will have a problem. Some may never. I had one out of four fail.
        It's surprising, they haven't put a fixed the actual problem. I saw issues going back to 2015 models. Mines a 2019 and still has issue.
        I guess the math works out that it's cheaper to do nothing and swap out as needed rather than do a recall.

        They really should have a list of faults such as this, that are covered automatically.

        The dealership doesn't pay if it's covered. They will get their money back from Mazda.

        • hasher22 on 05/12/2023 - 19:10

          That's the problem with Mazda Aus and Mazda Service Centers. They're are two different entities when we, as the customer, why should we know about their internal departments? All the customer see is Mazda

          When I spoke to another dealer, he was nice and understanding and I understood his side (business side) that yes, you need to charge a diagnosis fee to pay for time and effort but if the fault is with Mazda, the customer pays 0.

          I do understand Mazda Aus is not directly affiliated paying the service center employees their wage or whatever agreement they have, but Mazda Aus should reimburse Mazda Service of the diagnosis fee, as the rep advised it's something Mazda Aus rarely does.

          From a customer point of view, we shouldn't be guilt tripped about paying your employees. The matter is that Mazda has a fault, they should fix it for 0.00. Whatever fees or process is not the customers problem, it's an internal problem and that shouldn't burden the customer.

          Also charging $180 for a 1 minute check to see the belt is not retracting is quite dumbfounding on its own.

          They def. know it's a problem and they are approving non-warranty claims quite freely it seems from all the claims posted online that people got it fixed for free

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