Review Time
My experience of Mazda's "couldn't care less about customers" attitude started in July 2023 when I had the misfortune to buy a 16 plate CX5 Sport auto from Magna Mazda Salisbury, while on holiday in the area. I bought from a main dealer as I thought I would get good customer care buying such an expensive (to me) vehicle out of my pension pot. How wrong I was.Car was delivered with damaged driver seat which wouldn't move from its position right down on the floor. Mentioned it to the Magna person who delivered it. I was told it was covered by warranty and my local dealer would repair it. Perrys, Mazda Dover were very good and arranged for repair under warranty. These things happen I thought so drove my new car for a few weeks and then it broke down. Into Perrys again. They told Mazda warranty the injectors needed replacing. No said Mazda. So car came back to me. Three weeks and 200 miles later, the same issues, same outcome. Eventually after breaking down twice more the vehicle was finally of the road for three months while Perrys argued with Mazda about the cost of repair. Eventually Mazda said change one injector not all four. They did and two weeks after I got it back the car broke down again. Result a £2000 bill to me for a complete de-coke etc. When a Mazda breaks down you only get two days hire while the car is repaired. Some joke as they could never book it in before a fortnight's time. Anyhow the car by now had cost me £15k to buy, £2k to fix and I was offered £6k in p/x for another car as i was fed up by now. But I must admit since Perrys Dover did the de-coke the car has been fine until....Two weeks ago the LED day running light on the drivers side stopped working properly and was just flickering. As Perrys Mazda Dover is no longer Mazda (probably because of the rubbish customer service in head office I guess) I had to go to Mazda Canterbury. No-one at Mazda so spoke to lady on Vauxhall desk. She told me the cost of replacing the headlight (you get it, they can't replace the LED it has to be the whole unit) just over£1,200 supplied and fitted. But could not be done for about four weeks. I asked my local garage, a non franchise one, to do it. They ordered the part and said they would replace the unit as soon as it arrived. During the time I was waiting the faulty LED cleared and started working again. In the meantime I did some checking and there is a recall on the 15/16 plate CX5 due to this fault whereby the LED either fails completely or flickers like mine did.I called Perrys Canterbury Mazda and a very rude arrogant woman wouldn't listen to me saying there was no such recall. The recall isn't across the range but random on some vehicles. Strange as it seems my car's VIN is withn the range of suspect vehicles, my light manufacturing date is within three months of last known faulty ones, and the faulty light part number is the same. But according to Mazda mine isn't under recall. Anyhow Mazda got the part before I had time to cancel, they have charged the garage doing the work.Mazda wouldn't take the part back so I have a headlight I don't need. I had the option to return with a 50% recharge cost so either I pay £500 for nothing or repay my local garage so they aren't out of pocket. Final insult received email from Mazda UK, basically saying tough you are on your own. Says it all really.End result DO NOT BUY A MAZDA EVER
Good morning,My partner purchased Mazda MX30 at Milton Keynes branch 3.5 years ago. I’ve agreed with Mazda 3 years service plan on monthly direct debits. Three weeks ago I’ve noticed that Mazda Uk still taking out direct debits after service contract finished in February 25. After several phone calls finally reached correct person to deal with, but been told my partner has to make a phone call as I’m not an account holder even so money coming out of my account. My partner phoned and been told I’ve overpaid by 7 months. We’ve not been told why that happened and most importantly lady didn’t even apologized for Mazda mistake. Also been told refund will take up to two weeks.Let me stress this we will never ever buy car from Mazda again and I find this appalling.
After two years of owning a Mazda CX-30, I’m writing to express my deep frustration and disappointment with both the vehicle and the level of customer care I’ve received from Mazda UK.Since early in my ownership, my car has suffered from a recurring Blind Spot Monitoring (BSM) fault. This fault not only compromises safety but has never been properly diagnosed or resolved, despite multiple visits to dealerships and numerous attempts to have the issue fixed under warranty.Each time I reported the fault, I was met with vague explanations, temporary resets, and promises that never materialised into a permanent solution. It’s disheartening to be repeatedly sent away with the same problem persisting, especially for a safety-related feature that’s meant to protect, not fail unpredictably.Mazda UK’s involvement has been minimal at best. There has been no meaningful support, no escalation that resulted in a fix, and absolutely no ownership of the problem. I expected more from a brand that markets itself on reliability and driver confidence.I’ve spent two years chasing a resolution, wasting time, energy, and trust in a brand I once respected. I’m now at the point where I cannot recommend Mazda to anyone, not because of a single faulty part, but because of the unacceptable way the issue was handled from beginning to end.This has been a hugely disappointing ownership experience, and unless Mazda UK steps up and addresses this properly, this will unfortunately be my last Mazda. I’ve now let the Motor Ombudsman handle the issue and hope to find a resolution.
I don't normally leave reviews however Mazda assist UK have been shocking to say the least. I purchased a brand new Mazda MX-30 around 1 month ago and the car already has a malfunction with the EV system. I bought the car through a local Glasgow dealer who have passed me onto Mazda assist for support as the warranty is through them. Although they were great initially dealing with the reported issue that's all that went well The company who came out to inspect the car and offer some support had little knowledge of the car neither the correct Mazda software on them to address any issues. Although the chap was friendly and tried his best I would have expected a Mazda specialist to attend which was not the case. Fast forward I booked a replacement car through Mazda assist to be delivered for the Monday so the dealer could inspect the car (this was done through a couple calls on Thursday & Friday). Since then I had a further three calls with Mazda assist to get this sorted only to find out they sent the booking request for the replacement vehicle on the Sunday when the rental company were closed. I had to chase Mazda assist again this morning to find out what's going on as the car was booked in to get inspected and no sign or contact from the car rental company. I then received a text message saying to call the local car rental company Enterprise however the phone just keeps ringing out. After 3/4 persistent attempts I got hold of someone who says they don't have any vehicles and that the earliest I can get a replacement car is Wednesday two days after my car was to go in for inspection. I have had to rebook my car in at the local dealer, reschedule time off with my work and move things around. Considering this was all dealt with Thursday and Friday I am dumbfounded by the lack of professionalism from Mazda and the standard they have set here. A complete disregard for customers and that we should just be messed about. This is a brand new car I've bought and considered I traded in a 10year old VW with no issues it's fair to say Mazda and their aftercare is poor. I will not recommend Mazda to anyone from their lack of communication, flaky call handlers and lack of sense of urgency or customer service it's been nothing but hassle.
Mazda Sales attentive and welcoming. Mazda Service is abysmal long wait when trying to get through to arrange a service (I suspect they use a central service provider) getting to speak to my local Mazda service provider is virtually impossible! I'll be reviewing other options when I buy my new car.
Shocking customer service. Passed around from department to department on the phone and eventually when spoke to someone they could not help me. Told me to phone tomorrow I.e. Saturday when they are closed. Phoned Friday because had day off. Phoned back and they said phone Tuesday because department is not open Monday. Why not? Why could the not help me on Friday. So pleased I am getting rid of my Mazda if you have to go through this hassle every time for a minor fault.
Very disappointed I have to say with Halifax Mazda dealership. Having recently purchased my CX30 from the brilliant Gateshead Mazda in May, I chose Halifax Mazda over Harrogate Mazda as it was nearer my home in Keighley, but I will definitely be going to Harrogate Mazda in future. Ryan on the service desk was disengaged and didn’t seem to be bothered to answer my questions about the work and I got the feeling he couldn’t wait for me to go away from his desk. I arrived early for my 8.30 appointment and told Ryan I would go shopping in the town while they did the work. By 12.30 pm I had not heard anything, no phone calls, so I rang the dealer , no reply. Headed back to the dealer and found that my car had moved and was sparkly cleaned so thought the work had been done! Oh no, Ryan said, it’s an all day appointment (he never told me this at 8.30 am) , so they couldn’t look at my car until at least 2pm! Very weird that they they cleaned the car ‘before’ the work, never known that before! They actually checked my car at 1.30pm but couldn’t find anything wrong with my squeaky brakes and just cleaned them, not totally convinced. No Audi Cam or even Suzuki Cam like at Colin Appleyards of the work done, and I even had to ask Cath on the service desk for a paper print to show that they had even looked at the car. No follow up Customer Satisfaction survey texts or emails like you get with VERTU Audi or Suzuki, nothing , nada, very poor customer service! Sort it out Stoneacre , you can do better and live up to your competitors standards. Oh and they are unable to update your latest Maps on your SD card as apparently according to the staff they do not have the firewall in place yet on their computers. Another reason for visiting Mazda Harrogate
My Mazda CX5 Takumi 2025 has a fault that Mazda UK couldn’t diagnose and has now been escalated to Mazda Europe and even Japan. Weeks later, I still have no fix, no clear answers, and no proper support. Very disappointed in Mazda’s aftercare and communication.
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