EFC1300513 SSP92

SB-10055535-4552
Mazda North American Operations
Information
Electronic Field Communication
eFC Number:
Subject:
Date:
eFC-I-13-00513
Monday, March 31, 2014
Special Service Programs SSP92 and SSP93
Originating
Name:
Sharon Kaplan
Email ID:
[email protected]
Dept:
Phone:
Technical Services Division
949-442-6502
Summary: Announcing the launch of two new warranty extension campaigns:
1. SSP92 - 2010-2014 CX-9 AWD Abnormal Noise & Oil Leak from Transfer
2. SSP93 – 2007-2013 CX-9 Power Brake Unit
See Also eFC Number(s):
,
,
,
,
Dealer Communication:
,
Yes
Date Dealer Communication to be sent: 3/31/14
Additional Contacts: Darrel Chin, Jason Fenton
eFC Type:
Concur:
Aileen Sperber
Sales Operations:
Fixed Operations:
Communication:
This communication is to notify you of upcoming Special Service Programs SSP92 and SSP93.
SSP92: The warranty coverage for power transfer unit (PTU) replacement on certain 2010-2014
CX-9 AWD vehicles is extended to 7 years (84 months) from the original warranty start date or
90,000 miles, whichever comes first.
SSP93: The warranty coverage for specific repairs for vacuum power brake booster units on
2007-2013 CX-9 vehicles is extended to 7 years (84 months) from the original warranty start
date or 90,000 miles, whichever comes first. If a vehicle has already exceeded 90,000 miles or
7 years, this coverage will continue through March 31, 2015.
The owner mailings for both SSPs will take place on Friday, April 4, 2014.
The attached dealer email will be sent to all dealers upon release of this eFC.
Information eFC
Rev08/13
Page 1 of 2
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Information eFC
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Page 2 of 2

CSC-10055535-7382
April 2014
Power Transfer Unit Warranty Extension Program SSP 92
2010-2014 CX-9 AWD
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to extend
the warranty coverage for the repair of the power transfer unit (PTU) on certain 2010-2014 CX-9
all-wheel drive vehicles produced from July 28, 2009 through December 2, 2013.
The warranty coverage for applicable repair is extended to 7 years (84 months) from the original
warranty start date or 90,000 miles, whichever comes first.
If you are a recipient of this notice, your vehicle is included in this warranty extension
program.
What is the problem?
On some vehicles, when driving under high load or at high speeds, increased oil temperature
inside the transfer unit may result in poor lubrication. Continued driving under these conditions
may result in abnormal noise and transfer unit damage, and may cause PTU oil leakage. The
warranty extension applies only to this condition.
What will Mazda do?
If your vehicle experiences this problem, your Mazda dealer will insepct your vehicle to verify the
cause of the abonormal noise and/or oil leak. If necessary, the dealer will replace the PTU, free
of charge during the terms of this warranty extension program.
The repair should take approximately three hours to complete. However, it may take longer
depending on parts availability and the service workload at your Mazda dealership.
As a reminder, Mazda may provide alternate transportation when your vehicle is at an authorized
Mazda dealership for a warranty repair. To be eligible for alternate transportation, your vehicle
must be within the mileage and time limitations under the Mazda New Vehicle Limited Warranty
or Powertrain Limited Warranty for 2007 and newer model years, and adhere to the Rental Car
Reimbursement policy. Ask your dealer for details about the Mazda Rental Car Reimbursement
Program.
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
Page 2
What should you do?
If your vehicle is functioning normally, there is no need to contact your dealer. We suggest keeping
this letter with the vehicle’s warranty information booklet for future reference.
If your vehicle experiences abnormal noise and/or oil leak from the bottom of the vehicle, please
make an appointment with a Mazda dealer to have the vehicle inspected.
What if you have already paid for the repair?
If you have already paid for the inspection, repair, or replacement of PTU due to abnormal noise
and/or oil leak, you may be eligible for reimbursement of reasonable repair expenses based on
Mazda’s repair standards.
Please complete the enclosed “Reimbursement Application Form,” including the necessary
documentation, and mail it to us in the pre-addressed envelope provided, allowing 6-8 weeks for
processing.
Where is the closest Mazda dealer?
To locate your nearest Mazda dealer, visit our web site and try our “Locate a Dealer” feature at
www.MazdaUSA.com or consult your local yellow pages.
Moved or no longer own this vehicle?
If you have moved or no longer own your Mazda vehicle, please complete the enclosed prepaid
Information Change Card as soon as possible. This enables us to update our records and notify
the current owner. If you are a vehicle lessor receiving this notice, please take steps to ensure that
this notice is forwarded to the lessee.
Still have questions?
If you have any questions regarding this program, please contact our Customer Experience Center
at (800) 222-5500, option #6.
Your satisfaction is a priority for Mazda. We actively work to improve our products and search for
solutions to improve your ownership experience. Please accept our apology for any
inconvenience this program may have caused you.
Sincerely,
Mazda North American Operations
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
REIMBURSEMENT PLAN
Requirements for Reimbursement
If you meet all of the following requirements, you are eligible to receive reimbursement under this plan:
1. You own or have owned a 2010-2014 CX-9 with AWD built between July 28, 2009 and December 2, 2013.
2. You have paid for the inspection, repair or replacement of power transfer unit (PTU) due to abnormal noise/oil leak
concern prior to the launch of SSP92.
3. You have an original or legible copy of the paid repair order or invoice receipt showing:
 Vehicle model and year, and vehicle identification number (VIN)
 Your name and address at the time of repair
 Description of the concern reported
 Inspection, repair or replacement of PTU due to abnormal noise and/or oil leak concern
4. Mail this reimbursement application form with the applicable payment receipts in the enclosed envelope to:
Mazda North American Operations
Attn: Recall Reimbursement Dept
P.O. Box 57085
Irvine, CA 92619-7085
Procedure for Reimbursement Request
If your vehicle has had the PTU inspected, repaired, or replaced due to abnormal noise and/or oil leak concern prior to
the launch of SSP92, you may apply for reimbursement by doing the following:
1. Complete the Reimbursement Application Form found on the reverse side of this page.
2. Mail the Reimbursement Application Form with a legible copy of the paid repair order and/or invoice using the
enclosed envelope. Include any applicable payment receipts, i.e. credit card receipt, cancelled check, etc.
3. Retain copies of the paid repair order or invoice and this application form for your records.
4. You will be reimbursed for the amount you have paid for inspection, repair or replacement of PTU due to abnormal
noise and/or oil leak concern.
If you wish to correspond with Mazda regarding this reimbursement plan, please write to the above address and refer to
your vehicle identification number (VIN).
Any reimbursement application form that is incomplete, illegible, or sent without the legible copy of the paid repair order
or invoice will be returned for completion. If Mazda has any questions concerning your application for reimbursement,
you may be contacted. Please allow 6-8 weeks for processing.
(SEE REVERSE SIDE FOR APPLICATION FORM)
REIMBURSEMENT APPLICATION FORM
2010-2014 CX-9
Power Transfer Unit
Warranty Extension Program –SSP92
(Please type or print)
Name:
First
Middle
Last
State
Zip Code
Address:
Street Address
City
Home:
Phone Number:
Work:
Vehicle Identification Number (VIN):
(17 digits in length)
.
Total Amount of Reimbursement Requested:
Dollars
Cents
INSTRUCTIONS FOR GENERAL RELEASE DESCRIBED BELOW:



Please read thoroughly
Fill in vehicle identification number
Sign the General Release (below)
General Release
I am submitting to Mazda Motor Corporation (“Mazda”) a claim for reimbursement for inspection, repair or parts
replacement performed to date in connection with abnormal noise and/or oil leak from power transfer unit.
The vehicle identification number (VIN) is:
VIN:
In exchange for Mazda’s payment of that claim, I hereby release Mazda, its agents, and its related entities from
all claims for such inspection/repair costs. This release shall benefit Mazda and its authorized agent Mazda
North American Operations, its regions/distributors (foreign and domestic), its authorized dealerships, and all
their respective directors, officers, agents, employees, divisions, subsidiaries, and affiliated companies. This
release shall bind my heirs, successors and assigns.
Dated:
Signed:
(SEE REVERSE SIDE FOR REIMBURSEMENT PLAN DETAILS)
(SEE REVERSE SIDE FOR REIMBURSEMENT PLAN DETAILS)

CSC-10055535-8865
April 2014
Power Transfer Unit Warranty Extension Program SSP 92
2010-2014 CX-9 AWD
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to extend
the warranty coverage for the repair of the power transfer unit (PTU) on certain 2010-2014 CX-9
all-wheel drive vehicles produced from July 28, 2009 through December 2, 2013.
The warranty coverage for applicable repair is extended to 7 years (84 months) from the original
warranty start date or 90,000 miles, whichever comes first.
If you are a recipient of this notice, your vehicle is included in this warranty extension
program.
What is the problem?
On some vehicles, when driving under high load or at high speeds, increased oil temperature
inside the transfer unit may result in poor lubrication. Continued driving under these conditions
may result in abnormal noise and transfer unit damage, and may cause PTU oil leakage. The
warranty extension applies only to this condition.
What will Mazda do?
If your vehicle experiences this problem, your Mazda dealer will insepct your vehicle to verify the
cause of the abonormal noise and/or oil leak. If necessary, the dealer will replace the PTU, free
of charge during the terms of this warranty extension program.
The repair should take approximately three hours to complete. However, it may take longer
depending on parts availability and the service workload at your Mazda dealership.
As a reminder, Mazda may provide alternate transportation when your vehicle is at an authorized
Mazda dealership for a warranty repair. To be eligible for alternate transportation, your vehicle
must be within the mileage and time limitations under the Mazda New Vehicle Limited Warranty
or Powertrain Limited Warranty for 2007 and newer model years, and adhere to the Rental Car
Reimbursement policy. Ask your dealer for details about the Mazda Rental Car Reimbursement
Program.
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
Page 2
What should you do?
If your vehicle is functioning normally, there is no need to contact your dealer. We suggest keeping
this letter with the vehicle’s warranty information booklet for future reference.
If your vehicle experiences abnormal noise and/or oil leak from the bottom of the vehicle, please
make an appointment with a Mazda dealer to have the vehicle inspected.
What if you have already paid for the repair?
If you have already paid for the inspection, repair, or replacement of PTU due to abnormal noise
and/or oil leak, you may be eligible for reimbursement of reasonable repair expenses based on
Mazda’s repair standards.
Please complete the enclosed “Reimbursement Application Form,” including the necessary
documentation, and mail it to us in the pre-addressed envelope provided, allowing 6-8 weeks for
processing.
Where is the closest Mazda dealer?
To locate your nearest Mazda dealer, visit our web site and try our “Locate a Dealer” feature at
www.MazdaUSA.com or consult your local yellow pages.
Moved or no longer own this vehicle?
If you have moved or no longer own your Mazda vehicle, please complete the enclosed prepaid
Information Change Card as soon as possible. This enables us to update our records and notify
the current owner. If you are a vehicle lessor receiving this notice, please take steps to ensure that
this notice is forwarded to the lessee.
Still have questions?
If you have any questions regarding this program, please contact our Customer Experience Center
at (800) 222-5500, option #6.
Your satisfaction is a priority for Mazda. We actively work to improve our products and search for
solutions to improve your ownership experience. Please accept our apology for any
inconvenience this program may have caused you.
Sincerely,
Mazda North American Operations
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
REIMBURSEMENT PLAN
Requirements for Reimbursement
If you meet all of the following requirements, you are eligible to receive reimbursement under this plan:
1. You own or have owned a 2010-2014 CX-9 with AWD built between July 28, 2009 and December 2, 2013.
2. You have paid for the inspection, repair or replacement of power transfer unit (PTU) due to abnormal noise/oil leak
concern prior to the launch of SSP92.
3. You have an original or legible copy of the paid repair order or invoice receipt showing:
 Vehicle model and year, and vehicle identification number (VIN)
 Your name and address at the time of repair
 Description of the concern reported
 Inspection, repair or replacement of PTU due to abnormal noise and/or oil leak concern
4. Mail this reimbursement application form with the applicable payment receipts in the enclosed envelope to:
Mazda North American Operations
Attn: Recall Reimbursement Dept
P.O. Box 57085
Irvine, CA 92619-7085
Procedure for Reimbursement Request
If your vehicle has had the PTU inspected, repaired, or replaced due to abnormal noise and/or oil leak concern prior to
the launch of SSP92, you may apply for reimbursement by doing the following:
1. Complete the Reimbursement Application Form found on the reverse side of this page.
2. Mail the Reimbursement Application Form with a legible copy of the paid repair order and/or invoice using the
enclosed envelope. Include any applicable payment receipts, i.e. credit card receipt, cancelled check, etc.
3. Retain copies of the paid repair order or invoice and this application form for your records.
4. You will be reimbursed for the amount you have paid for inspection, repair or replacement of PTU due to abnormal
noise and/or oil leak concern.
If you wish to correspond with Mazda regarding this reimbursement plan, please write to the above address and refer to
your vehicle identification number (VIN).
Any reimbursement application form that is incomplete, illegible, or sent without the legible copy of the paid repair order
or invoice will be returned for completion. If Mazda has any questions concerning your application for reimbursement,
you may be contacted. Please allow 6-8 weeks for processing.
(SEE REVERSE SIDE FOR APPLICATION FORM)
REIMBURSEMENT APPLICATION FORM
2010-2014 CX-9
Power Transfer Unit
Warranty Extension Program –SSP92
(Please type or print)
Name:
First
Middle
Last
State
Zip Code
Address:
Street Address
City
Home:
Phone Number:
Work:
Vehicle Identification Number (VIN):
(17 digits in length)
.
Total Amount of Reimbursement Requested:
Dollars
Cents
INSTRUCTIONS FOR GENERAL RELEASE DESCRIBED BELOW:



Please read thoroughly
Fill in vehicle identification number
Sign the General Release (below)
General Release
I am submitting to Mazda Motor Corporation (“Mazda”) a claim for reimbursement for inspection, repair or parts
replacement performed to date in connection with abnormal noise and/or oil leak from power transfer unit.
The vehicle identification number (VIN) is:
VIN:
In exchange for Mazda’s payment of that claim, I hereby release Mazda, its agents, and its related entities from
all claims for such inspection/repair costs. This release shall benefit Mazda and its authorized agent Mazda
North American Operations, its regions/distributors (foreign and domestic), its authorized dealerships, and all
their respective directors, officers, agents, employees, divisions, subsidiaries, and affiliated companies. This
release shall bind my heirs, successors and assigns.
Dated:
Signed:
(SEE REVERSE SIDE FOR REIMBURSEMENT PLAN DETAILS)