SSP92

TO:
Mazda Dealership General Managers, Service Managers, and Parts Managers
DATE:
May 12, 2017 (Updated)
SUBJECT:
2010-2015 CX-9 AWD - Abnormal Noise & Oil Leak from Power Transfer Unit
Warranty Extension Program – Special Service Program (SSP) 92 -Extended
In relation to on-going warranty extension program SSP92 (effective from April 2014), which
extended the warranty coverage for power transfer unit (PTU) replacement on certain 20102014 CX-9 vehicles with AWD, Mazda Motor Corporation has decided to additionally
include certain 2014-2015 CX-9 vehicles in this SSP92.
The warranty coverage for specific repair of power transfer unit (PTU) on certain 2014-2015
CX-9 vehicles with AWD and produced from December 3, 2013 through September 10, 2015
is also extended to 7 years (84 months) from the original warranty start date or 90,000 miles,
whichever comes first.
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 create abnormal noise, damage to the transfer unit, and oil leakage. Dealers are instructed
to replace the PTU. This warranty extension program only applies to the PTU replacement due
to such conditions.
For SSP92 this is a warranty extension for the specified repair only. Inspection and replacement
of non-failed parts will not be eligible for reimbursement to the dealer or customer. This program
extends the warranty period for actual failures due to defects in workmanship or materials in
accordance with Mazda Warranty Policy and Procedures.
Customers of subject vehicles for the above SSP are expected to be notified by first class mail
beginning June 1, 2017.
To help you effectively perform this Special Service Program (SSP) 92, Mazda has developed
the following resources:
1. Parts and Warranty Information, Repair Procedure, Customer Letter are available on
MGSS (Mazda Global Service Support) website via MXConnect.
2. Parts and Warranty information is also available on eMDCS.
3. For technical assistance, contact the Technical Assistance Hotline at (888) 832-8477,
Option 3.
4. For warranty questions, contact the Warranty Hotline at (877) 727-6626, Option 3.
5. For parts questions, contact the Corporate Dealer Assistance Group at (877) 727-6626,
Option 2.
Please make certain the appropriate personnel in your dealership are aware of these
resources and are familiar with the details of this warranty extension program before
responding to customer inquiries.
We apologize for any inconvenience this SSP92 may cause you and your customers. Your
understanding and support in carrying out this SSP Warranty extension are greatly appreciated.
Sincerely,
Akira Ikemoto
Director, Technical Services Division Mazda North American Operations
xxxx 2017
Power Transfer Unit Warranty Extension Program SSP 92
2014-2015 CX-9 AWD
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to extend the
New Vehicle Powertrain Limited Warranty (Normal Warranty Coverage) for the repair of the power
transfer unit (PTU) on certain 2014-2015 CX-9 all-wheel drive vehicles produced from December
3, 2013 through September 10, 2015.
The New Vehicle Limited Warranty (Normal 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/or 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 inspect your vehicle to verify the cause of
the abnormal 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 five hours to complete. However, it may take longer
depending on parts availability and the service workload at your Mazda dealership.
Mazda will provide alternate transportation if needed,when your vehicle is at an authorized Mazda
dealership for this repair. Schedule an appointment with an authorized Mazda dealer so they can
discuss and accommodate your needs.
Page 2
Mazda North American Operations
7755 Center Drive
Irvine, CA 92614
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.
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
7755 Center Drive
Irvine, CA 92614
0
PARTS AND WARRANTY INFORMATION
SSP92
WARRANTY EXTENSION
For certain 2014-2015 CX-9 AWD vehicles, the warranty coverage for power transfer unit (PTU)
replacement is extended to 7 years (84 months) from the original warranty start date or 90,000 miles,
whichever comes first.
CONDITION OF CONCERN
On some vehicles, when driving under high load or at high speeds, increased oil temperature inside
the transfer unit may result in poor lubrication. The transfer needle bearing may move from its normal
position and create interference. Continued driving under these conditions will cause the needle
bearing to break, creating abnormal noise, damage to the PTU case and/or oil leakage. Dealers are
instructed to replace the power transfer unit (PTU).
SUBJECT VEHICLES
Model
2010-2015 CX-9
VIN Range
JM3 TB3*** A0 200006 – 238710
JM3 TB3*** B0 300005 – 333118
JM3 TB3*** C0 333123 – 369269
JM3 TB3*** D0 400004 – 425225
JM3 TB3*** E0 425233 – 447150
JM3 TB3*** F0 447151 – 469888
Build Date Range
From July 28, 2009 through
September 10, 2015
The asterisk symbol “*” can be any letter or number.
OWNER NOTIFICATION
Mazda notified U.S. owners of certain 2010-2014 CX-9 vehicles on April 4, 2014. For certain 20142015 CX-9 vehicles additionally subjected to this SSP92, Mazda will notify U.S. owners by first class
mail on June 1 2017.
 Owners will be advised that they do not need to bring their vehicle to a dealer if it does not
exhibit the affected conditions.
 Owners will also be advised that any previous repair on the PTU due to abnormal noise and/or oil
leak concern will be eligible for reimbursement if the repair was performed at owner’s expense.
Refer to the owner letter and reimbursement form available on MGSS.
PARTS INFORMATION
Description
Transfer
Gasket
Gasket
Exhaust Pipe Gasket
Converter Gasket
Seal Ring
Joint Shaft Clip
Part Number
AW21-27-500R
CY01-40-305A
AJ17-40-305
CY01-40-306
CY01-40-450
CA01-40-581
H010-25-421A
Quantity
1
1
1
1
1
1
1
Note
For rear of middle pipe
For front of middle pipe
Page 1 of 4
PARTS AND WARRANTY INFORMATION
SSP92
WARRANTY CLAIM PROCESSING INFORMATION
NOTE:
-
For PTU replacement on the CX-9 vehicles repaired within the Powertrain Limited Warranty period,
normal warranty claims should be submitted. Do not submit a claim with either a Process Number
or the XXK5NXRX labor operation below.
-
This Warranty Information is applicable only to the CX-9 vehicles beyond the Powertrain Limited
Warranty period and the PTU is replaced due to abnormal noise and/or oil leak.
CX-9 vehicles beyond the Powertrain Limited Warranty period of 5 years/60,000 miles:
PTU Replacement
Process Number
AE003A
Symptom Code
99
Damage Code
Part Number Main Cause &
Quantity
99
Related Part Number &
Quantity
Labor Operation & Labor
Hours
Period Covered
AW21-27-500* / 1 pc
CY01-40-305A / 1 pc
AJ17-40-305 / 1 pc
CY01-40-306 / 1 pc
CY01-40-450 / 1 pc
CA01-40-581 / 1 pc
H010-25-421A / 1 pc
XXK5NXRX / 2.2 hrs.
Over Powertrain Limited Warranty period, and
Within 7 years/90,000 miles (140,000 km)
RENTAL CAR INFORMATION
Mazda recommends the usage of the MCVP loaner vehicle when available. If all MCVP loaner
vehicles are in use and unavailable, and the customer needs a rental car, then use your local rental
facility and offer a rental car. Be sure that every effort is made to repair the car within one business
day or less in order to allow the next customer the same experience.
Page 2 of 4
PARTS AND WARRANTY INFORMATION
SSP92
Rental Car Warranty Claim Information
MCVP Vehicle
Preferred
Warranty Type Code
Symptom Code
Damage Code
Part Number Main Cause
Part Quantity
Labor Operation Code
Labor Hours
Sublet – Rental Car
Sublet Invoice Number
Rental Agency Vehicle
A
99
99
5555-SS-P92R
0
MCVP does not require
claim submission
MM024XRX
0
Number from Rental Invoice or
Dealer Purchase Order
Enter “Z9” (other)
Up to $30.00 per day for the
number of days customer had
rental car
Number of days rental car was
supplied to customer
Sublet Type Code
Sublet Amount
Sublet Text
Rental expenses exceeding the two-day limit will require prior DSM Authorization, as outlined in
the Mazda Rental Car Reimbursement Program policy.
VERIFY THE VEHICLE IS APPLICABLE TO SSP92
1. Verify the vehicle is within the following ranges:
Model
2010-2015 CX-9
VIN Range
JM3 TB3*** A0 200006 – 238710
JM3 TB3*** B0 300005 – 333118
JM3 TB3*** C0 333123 – 369269
JM3 TB3*** D0 400004 – 425225
JM3 TB3*** E0 425233 – 447150
JM3 TB3*** F0 447151 – 469888
Build Date Range
From July 28, 2009 through
September 10, 2015
The asterisk symbol “*” can be any letter or number.
•
•
If the vehicle is within the above ranges, go to Step 2.
If the vehicle is not within the above ranges, SSP92 is not applicable.
PARTS AND WARRANTY INFORMATION
SSP92
2. Perform a Warranty Vehicle Inquiry using your eMDCS System.
eMDCS System – Warranty Vehicle Inquiry Results:
If eMDCS displays:
Action to perform:
SSP92 OPEN
Proceed to “Repair Procedure” of SSP92 only if the vehicle
exhibits abnormal noise and/or oil leak from transfer case.
SSP92 EXPIRED
Vehicle is outside the warranty time limitation.
SSP92 is not
displayed
SSP92 does not apply to this vehicle.
Note: This is a warranty extension program. Application of a campaign label is not necessary.
REPAIR PROCEDURE
Please refer to Repair Procedure document on MGSS.
Page 3 of 4
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 2014-2015 CX-9 with AWD built between December 3, 2013 and September 10, 2015.
Located on the vehicle sticker on the pillar between the front and rear driver’s side doors.
Please do not send your title or registration, as these are NOT required.
2. You have paid for the inspection, repair or replacement of power transfer unit (PTU) due to abnormal noise/oil leak
concern Prior to receiving notice of this program (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
2014-2015 CX-9
Power Transfer Unit
Warranty Extension Program –SSP92
REQUIRED DOCUMENTATION MUST ACCOMPANY THIS FORM. SEE PAGE 1.
(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)