I purchased my 2014 Mazda 3 in May of the same year. The service department and personnel are consistent in how the regard the customer weather on a day of the sale or years after. Recently, I had an issue with my navigation system. It didn't work. It should work, and it should work all the time flawlessly as far as I am concerned, especially when I am paying on it as part of the car. I have zero tolerance for technology that does not work.
I downloaded the update three times before I went into Mazda and it took hours. Afterwards, I would get a message, "1 download is available." I gave up, I inserted the SD card and the map came up as it should. Days later the map goes blank, the nav system is useless. I stop by to see Rusty and ask him about it. He juggles what he is doing to look into the matter. He sits down with me and we go into MyMazda.com. Rusty asks me pointed questions about the steps I have taken, then proceeds to download the new update at his desk on his computer. We wait. We have a successful download.
I then insert the SD card, the map shows up and everything works. Days later it goes out again. I go into service and they set up an appointment to look into the matter while I have an oil change. Weeks later during my oil service I am told to call a 1-800 number to Tom Tom, but then the number is to Mazda support. The dealership does not have the authority for a fix.
I double check with the Sonny, General Manager to make him aware of the ongoing difficulties I have experienced trying to get this fixed. He then talks to service, calls the Mazda support number asks me to pull the car out of the service garage, gets in the car with me while on the phone advocating in my behalf. We had to reset the nav system, and it works just fine.
My point here is this is team work and the buck stops with the Sonny, General Manager who will if need be, become personally involved to seek remedy. Now that is follow through. This experience is from a customer who purchased a car years ago. It doesn't get any better than this. I may desire a different brand car at some point, but I will always want this attention to detail and overall support and service. It makes all the sense in the world to me to stay at Germain Mazda.
Thank you Team Germain