Mazda 5 (2017 year). Instruction — part 25

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Customer Assistance

qSatisfaction Review Process

Your complete and permanent satisfaction is of primary concern to Mazda. All Authorized
Mazda Dealers have both the knowledge and tools to keep your Mazda in top condition. In
our experience, any questions, problems, or complaints regarding the operation of your
Mazda or any other general service transactions are most effectively resolved by your
dealer. If the cause of your dissatisfaction cannot adequately be addressed by normal
dealership procedures, we recommend that you take the following steps:

qSTEP 1: Contact the Mazda Dealer

Discuss the matter with a member of dealership management. If the Service Manager has
already reviewed your concerns, contact the owner of the dealership or its General
Manager.

qSTEP 2: Contact the Mazda Regional Office

If you feel that you still require assistance, ask the dealer Service Manager to arrange for
you to meet the local Mazda Service Representative. If more expedient, contact Mazda
Canada Inc.Regional Office nearest you for such arrangements. Regional Office address
and phone numbers are shown (page 9-4).

qSTEP 3: Contact the Mazda Customer Relations Department

If still not substantially satisfied, contact the Customer Relations Department, Mazda
Canada Inc., 55 Vogell Road, Richmond Hill, Ontario, L4B 3K5 Canada TEL: 1 (800)
263-4680.
Provide the Department with the following information:

1. Your name, address and telephone number

2. Year and model of vehicle

3. Vehicle Identification Number (VIN). Refer to the

“Vehicle Identification Labels” page

of section 10 of this manual for the location of the VIN.

4. Purchase date

5. Present odometer reading

6. Your dealer's name and location

7. The nature of your problem and/or cause of dissatisfaction

The Department, in cooperation with the local Mazda Service Representative, will review
the case to determine if everything possible has been done to ensure your satisfaction.

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Customer Assistance

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Please recognize that the resolution of service problems in most cases requires the use of
your Mazda dealer's service facilities, personnel and equipment. We urge you to follow the
above three steps in sequence for most effective results.

qMediation/Arbitration Program

Occasionally a customer concern cannot be resolved through Mazda's Customer
Satisfaction Program. If after exhausting the procedures in this manual your concern is still
not resolved, you have another option.

Mazda Canada Inc. participates in an arbitration program administered by the
Canadian Motor Vehicle Arbitration Plan (CAMVAP). CAMVAP will advise you about
how your concern may be reviewed and resolved by an independent third party through
binding arbitration.

Your complete satisfaction is the goal of Mazda Canada Inc. and our dealers.
Mazda's participation in CAMVAP makes a valuable contribution to our achieving that
goal. There is no charge for using CAMVAP. CAMVAP results are fast, fair and final as the
award is binding on both you and Mazda Canada Inc.

qCanadian Motor Vehicle Arbitration Plan (CAMVAP)

If a specific item of concern arises, where a solution cannot be reached between an owner,
Mazda, and/or one of its dealers (that all parties cannot agree upon), the owner may wish to
use the services offered by the Canadian Motor Vehicle Arbitration Plan (CAMVAP).

CAMVAP uses the services of Provincial Administrators to assist consumers in scheduling
and preparing for their arbitration hearings. However, before you can proceed with
CAMVAP you must follow your Mazda dispute resolution process as outlined previously.

Customer Information and Reporting Safety Defects

Customer Assistance

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CAMVAP is fully implemented in all provinces and territories.
Consumers wishing to obtain further information about the Program should contact the
Provincial Administrator at 1 (800) 207-0685, or by contacting the
Canadian Motor Vehicle Arbitration Plan Office at:

Canadian Motor Vehicle Arbitration Plan
235 Yorkland Boulevard, suite 300
North York, Ontario
M2J 4Y8
http://camvap.ca

Provincial Administrators may be reached locally as listed below:

Province/Territory

CAMVAP Number

British Columbia & Yukon Territories

1 (800) 207-0685

Alberta & Northwest Territories

1 (800) 207-0685

Saskatchewan

1 (800) 207-0685

Manitoba

1 (800) 207-0685

Ontario

1 (800) 207-0685

Atlantic Canada

1 (800) 207-0685

Quebec

1 (800) 207-0685

qRegional Offices

REGIONAL OFFICES

COVERING AREAS

MAZDA CANADA INC.

WESTERN REGION

5011 275 STREET

LANGLEY, BRITISH COLUMBIA

V4W 0A8

(778) 369-2100

1 (800) 663-0908

ALBERTA,

BRITISH COLUMBIA,

MANITOBA,

SASKATCHEWAN,

YUKON

MAZDA CANADA INC.

CENTRAL REGION
55 VOGELL ROAD,

RICHMOND HILL,

ONTARIO, L4B 3K5

1 (800) 263-4680

ONTARIO,

NEW BRUNSWICK,

NOVA SCOTIA,

PRINCE EDWARD ISLAND,

NEWFOUNDLAND

MAZDA CANADA INC.

QUEBEC REGION

6111 ROUTE TRANSCANADIENNE

POINTE CLAIRE, QUEBEC

H9R 5A5

(514) 694-6390

QUEBEC

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Customer Assistance

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Importer/Distributor

qCANADA

Mazda Canada Inc.
55 Vogell Road, Richmond Hill,
Ontario, L4B 3K5 Canada
TEL: 1 (800) 263-4680 (in Canada)
(905) 787-7000 (outside Canada)

Customer Information and Reporting Safety Defects

Mazda Importer/Distributors

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Warranties for Your Mazda

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New Vehicle Limited Warranty

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Powertrain Limited Warranty

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Safety Restraint System Limited Warranty

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Anti-perforation Limited Warranty

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Federal Emission Control Warranty/California Emission Control Warranty

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Emission Defect Warranty

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Emission Performance Warranty

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Emission Control Warranty

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Replacement Parts and Accessories Limited Warranty

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Tire Warranty

NOTE

Warranty information varies depending on the country. Refer to the Warranty Booklet for detailed
warranty information.

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Warranty

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Outside Canada

Government regulations in Canada require that automobiles meet specific emission
regulations and safety regulations. Therefore, vehicles built for use in Canada may differ
from those sold in other countries.

The differences may make it difficult or even impossible for your vehicle to receive
satisfactory servicing in other countries. We strongly recommend that you NOT take your
Mazda outside Canada. However, in the event that you are moving to the United States
permanently, Mazda vehicles built for use in Canada could be eligible for exportation to the
United States with specific vehicle modifications to comply with the United States Federal
Motor Vehicle Safety Standards (FMVSS).

NOTE

The above is applicable for a permanent import/export situation and not related to travelers on
vacation.

You may have the following problems if you do take your vehicle outside of Canada:

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Recommended fuel may be unavailable. Any kind of leaded fuel or low-octane fuel will
affect vehicle performance and damage the emission controls and engine.

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Proper repair facilities, tools, testing equipment, and replacement parts may not be
available.

Please refer to your Manufacturer's Warranty Booklet for more information.

Customer Information and Reporting Safety Defects

Warranty

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Add-On Non-Genuine Parts and Accessories

Non-genuine parts and accessories for Mazda vehicles can be found in stores.
These may fit your vehicle, but they are not approved by Mazda for use with Mazda
vehicles. When you install non-genuine parts or accessories, they could affect your
vehicle's performance or safety systems; the Mazda warranty doesn't cover this. Before you
install any non-genuine parts or accessories, consult an Authorized Mazda Dealer.

WARNING

Always consult an Authorized Mazda Dealer before you install non-genuine parts or
accessories:

Improperly designed parts or accessories could seriously affect your vehicle's
performance or safety systems. This could cause you to have an accident or increase
your chances of injuries in an accident.

Be very careful in choosing and installing add-on electrical equipment, such as
mobile telephones, two-way radios, stereo systems, and car alarm systems:

Incorrectly choosing or installing improper add-on equipment or choosing an
improper installer is dangerous. Essential systems could be damaged, causing engine
stalling, air-bag (SRS) activation, ABS/TCS/DSC inactivation, or a fire in the vehicle.

Mazda assumes no responsibility for death, injury, or expenses that may result from the
installation of add-on non-genuine parts or accessories.

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Warranty

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Cell Phones Warning

WARNING

Please comply with the legal regulations concerning the use of communication
equipment in vehicles in your State or Province:

Use of any electrical devices such as cell phones, computers, portable radios, vehicle
navigation or other devices by the driver while the vehicle is moving is dangerous.
Dialing a number on a cell phone while driving also ties-up the driver's hands. Use of
these devices will cause the driver to be distracted and could lead to a serious
accident. If a passenger is unable to use the device, pull off the right-of-way to a safe
area before use. If use of a cell phone is necessary despite this warning, use a hands-
free system to at least leave the hands free to drive the vehicle. Never use a cell
phone or other electrical devices while the vehicle is moving and, instead,
concentrate on the full-time job of driving.

Customer Information and Reporting Safety Defects

Cell Phones

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Event Data Recorder (U.S.A. and Canada)

This vehicle is equipped with an event data recorder (EDR). The main purpose of an EDR
is to record, in certain crash or near crash-like situations, such as an air bag deployment or
hitting a road obstacle, data that will assist in understanding how a vehicle

’s systems

performed. The EDR is designed to record data related to vehicle dynamics and safety
systems for a short period of time, typically 30 seconds or less. The EDR in this vehicle is
designed to record such data as:
· How various systems in your vehicle were operating;
· Whether or not the driver and passenger safety belts were buckled/fastened;
· How far (if at all) the driver was depressing the accelerator and/or brake pedal; and,
· How fast the vehicle was traveling.
These data can help provide a better understanding of the circumstances in which crashes
and injuries occur.
NOTE:
EDR data are recorded by your vehicle only if a non-trivial crash or near crash-like
situation occurs; no data are recorded by the EDR under normal driving conditions and no
personal data (e.g., name, gender, age, and crash location) are recorded. However, other
parties, such as law enforcement, could combine the EDR data with the type of personally
identifying data routinely acquired during a crash investigation.
To read data recorded by an EDR, special equipment is required, and access to the vehicle
or the EDR is needed. In addition to the vehicle manufacturer, other parties, such as law
enforcement, that have the special equipment, can read the information if they have access
to the vehicle or the EDR.

Mazda will not disclose any of the data recorded in an EDR to a third party unless:

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A written agreement from the vehicle owner or the lessee is obtained

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Officially requested by the police or other law enforcement authorities

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Used as a defense for Mazda in a law suit, claim, or arbitration

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Ordered by a judge or court

However, if necessary Mazda will:

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Use the data for research on Mazda vehicle performance, including safety.

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Disclose the data or the summarized data to a third party for research purposes without
disclosing vehicle or owner identification information.

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Event Data Recorder

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Uniform Tire Quality Grading System (UTQGS)

This information relates to the tire grading system developed by the U.S. National
Highway Traffic Safety Administration for grading tires by tread wear, traction, and
temperature performance.

qTread Wear

The tread wear grade is a comparative rating based on the wear rate of the tire when tested
under controlled conditions on a specified government test course.
For example, a tire graded 150 would wear one-and-a-half times as well on the government
course as a tire graded 100.

The relative performance of tires depends upon the actual conditions of their use, however,
and may depart significantly from the norm because of variations in driving habits, service
practices and differences in road characteristics and climate.

qTraction-AA, A, B, C

The traction grades, from highest to lowest, are AA, A, B, and C. These grades represent
the tire's ability to stop on wet pavement as measured under controlled conditions on
specified government test surfaces of asphalt and concrete. A tire marked C may have poor
traction performance.

WARNING

The traction grade assigned to this tire is based on braking (straight ahead) traction
tests and does not include acceleration cornering (turning), hydroplaning, or peak
traction characteristics.

qTemperature-A, B, C

The temperature grades A (the highest), B, and C, represent the tire's resistance to the
generation of heat and its ability to dissipate heat when tested under controlled conditions
on a specified indoor laboratory test wheel.
Sustained high temperature can cause the material of the tire to degenerate and reduce tire
life, and excessive temperatures can lead to sudden tire failure.

Grade C corresponds to a level of performance which all passenger vehicle tires must meet
under the Federal Motor Vehicle Safety Standard No. 109. Grades B and A represent
higher levels of performance on the laboratory test wheel than the minimum required by
law.

Customer Information and Reporting Safety Defects

Uniform Tire Quality Grading System (UTQGS)

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WARNING

Keep your vehicle's tires properly inflated and not overloaded:

Driving with improperly inflated or overloaded tires is dangerous. Excessive speed,
underinflation, or excessive loading, either separately or in combination, can cause
heat buildup and possible tire failure. The temperature grade for this tire is
established for a tire that is properly inflated and not overloaded.

These grades will be added to the sidewalls of passenger vehicle tires over the next several
years according to a schedule established by the NHTSA and the tire manufacturers.

The grade of tires available as standard or optional equipment on Mazda vehicles may vary
with respect to grade.

ALL PASSENGER VEHICLE TIRES MUST CONFORM TO THESE GRADES AND
TO ALL OTHER FEDERAL TIRE-SAFETY REQUIREMENTS.

qUNIFORM TIRE QUALITY GRADING

Quality grades can be found where applicable on the tire sidewall between tread shoulder
and maximum section width.
For example:
TREADWEAR 200 TRACTION AA TEMPERATURE A

UTQGS MARK (example)

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Tire Labeling

Federal law requires tire manufacturers to place standardized information on the sidewall of
all tires. This information identifies and describes the fundamental characteristics of the tire
and also provides a tire identification number for safety standard certification and in case of
a recall.

qInformation on Passenger Vehicle Tires

Please refer to the sample below.

1. TIN: U.S. DOT tire identification number

2. Passenger car tire

3. Nominal width of tire in millimeters

4. Ratio of height to width (aspect ratio)

5. Radial

6. Run-flat tire

7. Rim diameter code

8. Load index & speed symbol

9. Severe snow conditions

10. Tire ply composition and materials used

Customer Information and Reporting Safety Defects

Tire Information (U.S.A.)

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11. Max. load rating

12. Tread wear, traction and temperature grades

13. Max. permissible inflation pressure

14. SAFETY WARNING

P215/65R15 95H is an example of a tire size and load index rating. Here is an explanation
of the various components of that tire size and load index rating. Note that the tire size and
load index rating may be different from the example.

P

Indicates a tire that may be installed on cars, SUVs, minivans and light trucks as designated
by the Tire and Rim Association (T&RA).

NOTE

If your tire size does not begin with a letter this may mean it is designated by either ETRTO
(European Tire and Rim Technical Organization) or JATMA (Japan Tire Manufacturing Association).

215
“215” is the nominal width of the tire in millimeters. This three-digit number gives the
width in millimeters of the tire from sidewall edge to sidewall edge. In general, the larger
the number, the wider the tire.

65
“65” is the aspect ratio. This two-digit number indicates the tire's ratio of height to width.

R
“R” is the tire construction symbol. R indicates “Radial ply construction”.

15
“15” is the wheel rim diameter in inches.

95
“95” is the Load Index. This two-or three-digit number indicates how much weight each
tire can support.

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Tire Information (U.S.A.)

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H
“H” is the speed rating. The speed rating denotes the maximum speed for which the use of
the tire is rated.

Letter Rating

Speed Rating

Q

99 mph

R

106 mph

S

112 mph

T

118 mph

U

124 mph

H

130 mph

V

149 mph

W

168

*

mph

Y

186

*

mph

* For tires with a maximum speed capability over 149 mph, tire manufacturers sometimes use the letters ZR. For

tires with a maximum speed capability over 186 mph, tire manufacturers always use the letters ZR.

M

S or M/S: Mud and Snow

AT: All Terrain.
AS: All Season. The

“M S” or “M/S” indicates that the tire has some functional use in

mud and snow.

U.S. DOT Tire Identification Number (TIN)

This begins with the letters

“DOT” which indicates the tire meets all federal standards. The

next two numbers or letters are the plant code where it was manufactured, and the last four
numbers represent the week and year the tire was manufactured. For example, the numbers
457 means the 45st week of 1997. After 2000 the numbers go to four digits. For example,
the number 2102 means the 21th week of 2002. The other numbers are marketing codes
used at the manufacturer's discretion. This information is used to contact consumers if a tire
defect requires a recall.

Tire Ply Composition and Materials Used

The number of plies indicates the number of layers of rubber-coated fabric in the tire. In
general, the greater the number of plies, the more weight a tire can support. Tire
manufacturers also must indicate the tire materials, which include steel, nylon, polyester,
and other.

Maximum Load Rating

This number indicates the maximum load in kilograms and pounds that can be carried by
the tire.

Maximum Permissible Inflation Pressure

This number is the greatest amount of air pressure that should ever be put in the tire under
normal driving conditions.

Customer Information and Reporting Safety Defects

Tire Information (U.S.A.)

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Tread Wear, Traction and Temperature Grades

Tread wear: The tread wear grade is a comparative rating based on the wear rate of the tire
when tested under controlled conditions on a specified government test course. For
example, a tire graded 150 would wear one and one-half (1 1/2) times as well on the
government course as a tire graded 100.
Traction: The traction grades, from highest to lowest are AA, A, B, and C. The grades
represent the tire's ability to stop on wet pavement as measured under controlled conditions
on specified government test surfaces of asphalt and concrete. A tire marked C may have
poor traction performance.
Temperature: The temperature grades are A (the highest), B and C, representing the tire's
resistance to the generation of heat and its ability to dissipate heat when tested under
controlled conditions on a specified indoor laboratory test wheel.

Snow Tires

In some heavy snow areas, local governments may require true snow tires, those with very
deeply cut tread. These tires should only be used in pairs or placed on all four wheels.
Make sure you purchase snow tires that are the same size and construction type as the other
tires on your vehicle.

SAFETY WARNING

The following safety warning appears on the tire's sidewall.
SERIOUS INJURY MAY RESULT FROM:

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EXPLOSION OF TIRE/RIM ASSEMBLY DUE TO IMPROPER MOUNTING-
MATCH TIRE DIAMETER TO RIM DIAMETER; NEVER EXCEED 40 psi (275 kPa)
TO SEAT BEADS-ONLY SPECIALLY TRAINED PERSONS SHOULD MOUNT
TIRES.

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TIRE FAILURE DUE TO UNDER-INFLATION/OVERLOADING/DAMAGE-
FOLLOW OWNER'S MANUAL AND PLACARD IN VEHICLE-FREQUENTLY
CHECK INFLATION PRESSURE AND INSPECT FOR DAMAGE.

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Tire Information (U.S.A.)

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qInformation on Temporary Tires

Please refer to the sample below.

1. Temporary tires

2. Nominal width of tire in millimeters

3. Ratio of height to width (aspect ratio)

4. Diagonal

5. Rim diameter code

6. Load index & speed symbol

T115/70D16 90M is an example of a tire size and load index rating. Here is an explanation
of the various components of that tire size and load index rating. Note that the tire size and
load index rating may be different from the example.

T

Indicates a tire that may be installed on cars, SUVs, minivans and light trucks as designated
by the Tire and Rim Association (T&RA).

115
“115” is the nominal width of the tire in millimeters. This three-digit number gives the
width in millimeters of the tire from sidewall edge to sidewall edge. In general, the larger
the number, the wider the tire.

Customer Information and Reporting Safety Defects

Tire Information (U.S.A.)

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