My name is Foh Ming. I own a White 2008 CX 9.
Verified by Oak Tree Mazda Stevens Creek CA.
I purchased an OEM credit card type remote control key & have it programmed by Oak Tree Mazda Steven Creek CA for my car back in 2013.
It is a separate key for my wife who never use my car.
For some reason, the key could not be use in March 2018.
3/17/2018 – Saturday
I took the key together with my car to Oak Tree Mazda Stevens Creek CA. I asked the usual question,” I do not know why but this key is not working”. Sean (service advisor) checked his computer & said we have no record that you programmed any key here at Oak Tree Mazda Stevens Creek CA. I can only see that you bought it here @ Oak Tree Mazda Stevens Creek CA. I can not help you. I have no option but to leave Oak Tree Mazda Stevens Creek CA.
3/19/2018 – Monday
I went back to Oak Tree Mazda Stevens Creek CA at 7.30 am. I spoke to Julian (manager of parts). I remembered that he was around in 2013 when I bought the OEM credit card type remote control key from Oak Tree Mazda Stevens Creek CA. I relate the 2013 situation to him & he then told me that he can speck to the service manager, Neff, about it but can not promise anything. He then came back with the service manager, Neff. Neff said the same thing that there is record that I bought the OEM key from Oak Tree Mazda Stevens Creek CA but no record that I programmed it with Oak Tree Mazda Stevens Creek CA. However, he is willing to help out the situation by programming my key again @ a discount. I told him Julian can vogue that I paid OEM money for the key & programming from this dealership (Oak Tree Mazda Stevens Creek CA). Neff then explained that even so the warranty has expired. I agreed and schedule an appointment for tomorrow to have that reprogrammed.
3/20/2018 – Tuesday
I dropped off my car with John, for the reprogramming of my ‘new’ key. At about 12.00 noon, John (service advisor) called that they key is confirmed an off market product (not OEM). The only way to fix MY ‘problem’ is to buy another OEM key from Oak Tree Mazda Stevens Creek CA & pay full price for programming the another new key. That means that I have to spent another $500 for the new key + $175 for programming. I spent 20 minutes explaining myself but to no satisfactory solution. This is ridiculous, I am now blamed for bringing a fake key for Oak Tree Mazda Stevens Creek CA to work on. John then brought Neff on the line and we spent about 15 minutes on the phone before he agreed to call corporate for a solution. Then 2 hours late, John, called and said good news, we managed to programmed you key. I said what happened? I thought my FAKE key can not be programmed! John then went on to say that it was their technician that did not know how to operate their computer. Eventually, the service department reboot the computer & it worked.
Here is my unpleasant experience:-
1. I can not control what is put & not put into Oak Tree Mazda Stevens Creek CA’s computer system. I only know, I went to a dealership & paid dealership price to get professional help & advise with warranty services.
2. Instead, Sean being a service advisor, he was a “postman” on duty. He literally read from the computer when he could offer advice/solutions.
3. Instead of making sure & exhausting all possibilities before freaking out & accusing customer’s keys as being off market/fake, John took the easiest way out (which do not require to be trained as a service advisor) by pointing his finger at customer.
4. I was not treated & give professional advise when I was @ Oak Tree Mazda Stevens Creek CA. I advise all those that reads this feed back to make sure you know Oak Tree Mazda Stevens Creek CA who you are going to deal with before getting yourselves into any $$$$$ payments to Oak Tree Mazda Stevens Creek CA.