Correo a Mazda Europa y Mazda Japón sobre los servicios postventa

Otro mas apuntado
Espero haber enviado bien los datos
Gracias por la iniciativa
Saludos
 
Buenas noches, joer que no tengo tiempo y casi se me pasa esto.
Teneis todo mi apoyo, muy buena iniciativa.
 
Ya somos..........


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Bueno chicos, una vez finalizado el plazo marcado, os comunico que el correo ha sido enviado.

Lamentablemente, el email del que disponíamos de Mazda Japón ha resultado fallido.

En cualquier caso, si os parece oportuno, mi idea es enviar una copia del email por correo postal al señor Masamichi Kogai, presidente de Mazda, acompañándolo de la siguiente note:

Dear Sir,

We attach a copy of the email that a group of spanish customers have sent to Mazda Europe and Mazda Japan, expressing our displeasure with the very poor functioning of post-sales services in Mazda Spain, both dealers and customer service, begging his intercession to solve a problem that we believe is serious.

We thank you in advance for your help for in achieving the correct operation of Mazda Spain, and therefore the satisfaction of its customers. It's the only thing we want.

Yours sincerely,
 
Este es el email que se ha enviado. Por razones obvias, omito los datos de los 80 firmantes.

Gmail <mazdaspanishcustomers@gmail.com>

SPANISH AFTER-SALE SERVICES

2 mensajes

<mazdaspanishcustomers@gmail.com> 1 de marzo de 2019, 11:42

Para: Customer_Relations@mazdaeur.com, keeffe.c@mazda.co.jp


To whom it may concern:

We are a group of Mazda car owners, spread throughout the Spanish geography and that are in contact with each other through different internet forums and social networks, who have bought the before mentioned cars because they have a number of characteristics and qualities that make them extremely attractive, and because behind there is a brand with an undeniable prestige and a philosophy that we consider appealing.

Generally speaking we can say we are satisfied, even very satisfied with our vehicles, but we find ourselves in a complicated situation. In Spain there is a scarce network of car dealers, finding us in many cases with a single dealer for an area of influence of 500.000 inhabitants, or with different dealerships of the same owner. This lack of competition means that both the service and the customer treatment offered many of these dealers result very poor, with unacceptable behavior, and very far from what we are sure Mazda would like. Something that could be avoided if Mazda Spain exercised control over the network to offer a correct service, but unfortunately the facts show us that this is not the case, and not only that, but also when it is necessary to claim to Mazda Europe, we only receive ignorance instead, being the real problems never transmitted to the brand itself.

Due to the situation described above, we are forced to contact too frequently to the Customer Service Department to expose our complaints and being offered solutions that are in line with the brand's prestige. The reality is that we find the attitude of that department is simply unacceptable, aligning with the car dealers, refusing to accept the problems, or directly treating customers as fools. In short, it has a behavior totally opposite to what should be a true Department of Customer Service. This contrasts with what we read in forums in other European countries, where the opinions of users about their respective Customer Service departments are very satisfactory, so we conclude that it is not a global problem of Mazda, but that is focused on Mazda Spain.

Due to the above, our expectations when buying a Mazda car are disappointing. It is not useful to have large cars, with a quality contrasted at all levels recognized by both users and specialized media, even by ourselves, if at the appearance of the slightest problem we find an after-sales service that is obviously deficient and ineffective. This leads to a sensation of fearlessly negative helplessness, the general thought that we have made a wrong purchase, which of course we will not repeat, much less recommend in our circles of influence.

At the same time, we are convinced that the policy of Mazda has nothing to do with what was previously stated, and that it is a specific problem of Mazda Spain. And also that thefamous Jinba Ittai philosophy does not refer only to the union between car anddriver, but to a broader concept, the communion between Mazda and its customers.Together we are stronger. We never drive alone. We drive together.

Moreover it is not acceptable that there are cars stopped in the workshop for 4 months, waiting for car spare, although this might not be Mazda Spain’s fault.

For all these reasons, we are writing to you to request your intervention and your help, with the conviction that they will take the necessary measures to reverse this undesirable situation for anybody, and so that we go from being dissatisfied clients to proud Mazda car owners. We understand that you are, or should be, the first interested in this.

We would also suggest that you include a way of getting in contact with you for those desperate clients that have been claiming to Mazda Spain and Mazda Europe without response, at least for you to be able to evaluate the unsolved problems.

Of course, we are at your entire disposal for any clarification or extension of information that you wish.

Yours sincerely,
 
Very impressed by your letter! Good luck!
 
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