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The whole process normally takes 40 days or less. The arbitration decision is not bindi ng
on you or Mazda else you accept the decision. For more information about BBB AUTO
LINE, including current eligibility standards, please call 1-800-955-5100 or visit the BBB
website at www.lemonlaw.bbb.org.
Being truly committed to customer satisfaction is more than a phrase with Mazda. We hope
to satisfy every customer directly, but if there is ever a question about our decision, Mazda
believes in providing a fast, fair and free method such as the BBB AUTO LINE to ensure
Mazda delivers on our commitment to do the right thing for our customers!
qCalifornia Customers
1. Mazda North American Operations participates in BBB AUTO LINE, a mediation/
arbitration program administered by the Council of Better Business Bureaus [4200
Wilson Boulevard, Arlington, Virginia 22203] through local Better Business Bureaus.
BBB AUTO LINE and Mazda have been certified by the Arbitration Certification
Program of the California Department of Consumer Affairs.
2. If you have a problem arising under a Mazda written warranty, we encourage you to
bring it to our attention. If we are unable to resolve it, you may file a claim with BBB
AUTO LINE. Claims must be filed with BBB AUTO LINE within six (6) months after
the expiration of the warranty.
3. To file a claim with BBB AUTO LINE, call 1-800-955-5100. There is no charge for the
call.
4. In order to file a claim with BBB AUTO LINE, you will have to provide your name and
address, the brand name and vehicle identification number (VIN) of your vehicle, and a
statement of the nature of your problem or complaint. You will also be asked to provide:
the approximate date of your acquisition of the vehicle, the vehicle's current mileage, the
approximate date and mileage at the time any problem(s) were first brought to the
attention of Mazda or one of our dealers, and a statement of the relief you are seeking.
5. BBB AUTO LINE staff may try to help resolve your dispute through mediation. If
mediation is not successful, or if you do not wish to participate in mediation, claims
within the program's jurisdiction may be presented to an arbitrator at an informal
hearing. The arbitrator's decision should ordinarily be issued within 40 days from the
time your complaint is filed; there may be a delay of 7 days if you did not first contact
Mazda about your problem, or a delay of up to 30 days if the arbitrator requests an
inspection/report by an impartial technical expert or further investigation and report by
BBB AUTO LINE.
9-4
Customer Information
Customer Assistance
Mazda5_8AU7-EA-09H_Edition1 Page330
Wednesday, July 8 2009 11:30 AM
Form No.8AU7-EA-09H