Tal y como habíamos quedado, hoy se ha enviado la respuesta al correo de Mazda Europa
RE: SPANISH AFTER-SALE SERVICES
<
mazdaspanishcustomers@gmail.com>
19:42
Para: Customer_Relations
Dear Mr. Triantafillos Pougioukas,
First of all, we would like to express our deep gratitude for having responded to our complaint about Mazda Spain's Customer Services. And not only that, but having done it with great professionalism and respect.
We must also apologize for the delay in responding to your email, but it has been due to the fact that we were expecting some reaction from Mazda Spain, which has occurred and that we transcribe below, totally and literally:
Dear Customer:
First of all, we would like to clarify that both our European headquarters, Mazda Motor Europe, where you send your email on March 1, 2019, and Mazda Automobiles Spain (hereinafter "MAE"), are 100% capital Mazda Motor Corporation and, for this reason of course, it has been forwarded to the Mazda Customer Service Center, responsible in Spain for Customer Service.
Not only do we not share their opinions, but we also feel obliged to correct them as to their misconceptions: Mazda network is currently represented by 93 Mazda Authorized Services distributed geographically to guarantee park service capacity of Mazda vehicles in circulation today. We also indicate that in areas where the concentration of the park is greater, there is more than one Mazda Authorized Service, such as Alicante, Almeria, Asturias, Baleares, Barcelona, Cádiz, Ciudad Real, Gran Canaria, Guipúzcoa, La Coruña, Madrid, Malaga, Murcia, Pontevedra, Sevilla, Tarragona, Teruel, Valencia and Vizcaya.
On the other hand, the valuation of Mazda's Customer Service, reflected in external studies to Mazda - Best Cars 2018 Study in the category "Best customer service", organized in Spain through the Iberian Motorpress group (Autopista, Automóvil , Current Car and Autovía among other publications) -, place us in second position. If you consider it, visit the link Customer service and car brands: which ones provide the best service ?.
To this, we add the results of the surveys we conducted internally to customers, with levels of satisfaction with the after-sales service of 81%, on a sample of more than 27,000 customers surveyed.
To finish, we inform you that from Mazda, collective requests are not contemplated. If you would like to make an inquiry or complaint at the individual level, we invite you to contact us through the customer service department through any of the channels enabled for this purpose.”
Sincerely,
Now from our point of view the careful and calm reading of this response denotes the following:
- First of all: an absolute disregard for the problems and concerns of customers.
- Second, a high-handed attitude near cockiness, totally unacceptable for affected customers.
- And third, and without a doubt the most important, an absolute and worrying lack of self-criticism.
All this reaffirms us in the suitability of our complaint before you, and in our opinion that Mazda Spain needs an urgent change of attitude, intolerable in a company of the prestige of Mazda and more typical of past times and totalitarian regimes.
Of course, we have answered this email briefly but very clearly, and we also want to share it with you:
Dear Sirs:
We deeply regret not only the substance of your writing, but also the forms. But unfortunately it does not surprise us the least, it just comes to corroborate the suitability, opportunity and convenience of our complaint before Mazda Europe.
Since you do not admit collective complaints - what you euphemistically refer to as requests - there is no doubt that we will continue to defend our rights as clients in the ways we consider convenient and timely.
Sincerely,
Admitting that we are not an opinion institute or professionals of the sector, we attach two surveys made in 3 internet forums (
www.forocx3.com,
www.clubmazdacx5.com and
www.clubmazda.es), still unfinished, rating from 0 to 10 the degree of satisfaction with the dealers and customers relations. We believe that the results are significant and they can help you understand the magnitude of the problem.
On our part, we would like to reiterate our gratitude for your attitude and understanding. And based on it, we will inform you that we will wait a reasonable time, with the hope and conviction that the intervention of Mazda Europe will mean a radical change in the attitude of Mazda Spain, which would be very beneficial for all parties, and fundamentally for Mazda Brand as a whole.
If not, and as we already transmit to Mazda Spain, we will be forced to take more forceful measures in defense of our legitimate interests.
Sincerely,
