SSPA0

TO:
Mazda Dealership General Managers, Service Managers, and Parts Managers
DATE:
December 2015
SUBJECT:
2009-2013 Mazda6 Dashboard Upper Panel (Crash Pad) Sticky Surface
Warranty Extension Program – Special Service Progam (SSP) A0
Mazda Motor Corporation is extending the warranty coverage for dashboard crash pads on
certain 2009-2013 Mazda6 vehicles produced from February 4, 2008 through August 24, 2012.
For certain 2009-2013 Mazda6 vehicles, the warranty coverage for sticky dashboard upper panel
(crash pad) replacement only is extended to 10 years (120 months) from the original warranty
start date, with no mileage limitation. Any other condition for dashboard replacement, such as
discoloration, warping, or material splitting, is covered only for 36 months or 36,000 miles.
On certain Mazda6 vehicles that are exposed to severe environmental conditions including high
ambient temperature and humidity, the material used in the crash pad may deteriorate over time.
If there is prolonged exposure and deterioration, the crash pad could develop a sticky surface. If
a sticky surface condition exists, the crash pad must be replaced. The warranty extension only
applies to the sticky surface condition. It does not apply to crash pads that are discolored,
warped, or split. These conditions are covered under Mazda’s New Vehicle Limited Warranty for
the first 36 months or 36,000 miles, whichever comes first.
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.
PARTS INFORMATION
SSPA0 is a Warranty Extension, not a repair campaign. Orders should only be placed
when there is a verified sticky surface condition.
Due to current parts production capacity, owner notification letters will be sent on a
rolling basis. Mazda is working closely with the manufacturer to ensure replacement
crash pads are available as quickly as possible.
Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com
-Page 2-
OWNER NOTIFICATION
Owners of subject vehicles will be notified by first class mail beginning on December 30, 2015.
• Owners will be advised that they do not need to bring their vehicle to a dealer if it does not exhibit the
affected condition.
• Due to repair parts availability, owners will be advised in the first notification letter that the repair parts
are currently in short supply and that a second notification letter will be provided when sufficient repair
parts become available.
• Customers will also be notified in the first notice that past repairs relating to the sticky crash pad
concern will be eligible for reimbursement if the repair was conducted at the customer’s expenses.
This package contains important information about SSPA0:
Attachment I
Attachment II
Attachment III
Parts and Service Information
Repair Information
Owner Notification Letter & Reimbursement Form
Service and repair information is available on eMDCS and MS3 (Mazda Service Support
System) websites via MXConnect.
For technical assistance, call the Technical Assistance Hotline at (888) 832-8477, Option 3.
For parts questions, please contact the Corporate Dealer Assistance Group at (877) 727-6626,
Option 2.
For warranty questions, contact the Warranty Hotline at (877) 727-6626, Option 3.
Please make certain the appropriate personnel in your dealership are familiar with the details of
this warranty extension before responding to customer inquiries. Your understanding and support
are greatly appreciated.
Sincerely,
Satoshi Takahashi
Director, Technical Services Division
Mazda North American Operations
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSPA0
WARRANTY EXTENSION
For certain 2009-2013 Mazda6 vehicles, the warranty coverage for crash pad replacement is extended
to 10 years (120 months) from the original warranty start date, with no mileage limitation. This warranty
extension only applies to crash pads that exhibit a sticky surface. This warranty extension does not
apply to crash pads that are discolored, warped, or split, which are covered under Mazda’s New
Vehicle Limited Warranty for the first 36 months or 36,000 miles, whichever comes first.
CONDITION OF CONCERN
On certain Mazda6 vehicles that are exposed to severe environmental conditions including
high ambient temperature and humidity, the material used in the crash pad surface may
deteriorate over time. If there is prolonged exposure and deterioration, the crash pad could
result in a sticky surface.
SUBJECT VEHICLES
Model
2009-2013 Mazda6
Affected VIN ranges
Build Date Range
1YV HP**** 95 M00001 – M52259
1YV HZ**** A5 M00013 – M58889
1YV HZ**** B5 M00002 – M30741
1YV HZ**** C5 M00001 – M44241
1YV HZ**** D5 M00004 – M17345
From February 4, 2008
through August 24, 2012
The asterisk symbol “*” can be any letter or number.
OWNER NOTIFICATION
Mazda will notify all U.S. owners by first class mail on December 30, 2015. The customer will be
advised that they do not need to bring their vehicle to a dealer if it does not exhibit the affected
condition. Due to repair parts availability, customers will be advised in the first owner notification
letter that the repair parts are in short supply and that a second notification will be provided when
sufficient repair parts become available. The first notice will also advise owners that any previous
repairs relating to the sticky crash pad concern will be eligible for reimbursement if the repair was
conducted at the customer’s expense. Refer to the owner letter and reimbursement form in
Attachment III.
PARTS INFORMATION
SSPA0 is a Warranty Extension, not a repair campaign. Orders should only be placed when there is a
verified sticky surface condition.
Description
Part No.
Crash Pad
GSYL-60-350
PARTS ORDERING
A complete VIN is needed to process the order. A limited supply of replacement parts is available. A
parts order screen is now available in MX Connect.
Page 1 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSPA0
WARRANTY CLAIM PROCESSING INFORMATION
Replacement of Crash Pad
Process Number
Symptom Code
Damage Code
Part Number Main Cause
& Quantity
Related Part Number
Quantity
Labor Operation
Labor hours
Period Covered
AF044B
87
9B
7777-SP-K54 & 0 pcs
&
GS3L-60-350E-02 & 1 pc
XXL95XRX
0.7 H
Beyond New Vehicle Limited Warranty period,
and Within 10 years/unlimited mileage
Page 2 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSPA0
RENTAL CAR INFORMATION
Mazda will authorize rental and service loaner vehicles on a limited basis. We are requesting dealer
understanding and partnership regarding rental and loaner vehicle utilization. Please make every
effort to utilize alternative transportation solutions in place of rental use.
Rental Car Warranty Claim Information
Rental Agency Vehicle
Warranty Type Code
Symptom Code
Damage Code
Part Number Main Cause
Part Quantity
A
99
99
5555-SS-PA0R
0
Labor Operation Code
Labor Hours
Sublet – Rental Car
Sublet Invoice Number
MM024XRX
0.0
Sublet Type Code
Sublet Amount
Sublet Text
Dealer Loaner Car Fleet
Vehicle
A
99
99
5555-SS-PA0L
Number of days loaner car
was used Mazda pays
$35.00/day
MM024XRX
0.0
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
Rental expenses exceeding the two-day limit will require prior DSM Authorization, as outlined in the
Mazda Rental Car Reimbursement Program policy.
Page 3 of 4
ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSPA0
VERIFY THE VEHICLE IS APPLICABLE TO SSPA0
1. Verify the vehicle is within the following ranges:
Model
2009-2013 Mazda6
Affected VIN ranges
1YV HP**** 95 M00001 – M52259
1YV HZ**** A5 M00013 – M58889
1YV HZ**** B5 M00002 – M30741
1YV HZ**** C5 M00001 – M44241
1YV HZ**** D5 M00004 – M17345
Build Date Range
From February 4,
2008 through August
24, 2012
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, SSPA0 is not applicable.
2. Perform a Warranty Vehicle Inquiry using your eMDCS System.
eMDCS System – Warranty Vehicle Inquiry Results:
If eMDCS displays:
SSPA0 PRELIM LTR
SSPA0 OPEN
Action to perform:
Customer has not received the “parts available” letter. Inform
customer that parts are in very short supply they will receive a
second notification when sufficient repair parts become available
Proceed to “Repair Procedure” of SSPA0 only if the vehicle
exhibits crash pad sticky surface.
SSPA0 EXPIRED
Vehicle is outside the warranty time limitation.
SSPA0 is not
displayed
SSPA0 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 Attachment II.
Page 4 of 4
ATTACHMENT II
2009-2013 MAZDA6 DASHBOARD STICKY SURFACE SSPA0
SSP89/RECALL TEMPLATE
A. DESCRIPTION
For certain 2009-2013 Mazda6 vehicles, the warranty coverage for crash pad replacement is extended to 10
years (120 months) from the original warranty start date, with no mileage limitation. This warranty extension
only applies to crash pads that exhibit a sticky surface. This warranty extension does not apply to crash pads
that are discolored, warped, or split, which are covered under Mazda’s New Vehicle Limited Warranty for the
first 36 months or 36,000 miles, whichever comes first.
On certain vehicles that are exposed to severe environmental conditions including high ambient temperature
and humidity, the material used in the crash pad surface may deteriorate over time. If there is prolonged exposure and deterioration, the crash pad could result in a sticky surface.
B. VEHICLE INSPECTION PROCEDURE
1. Verify that the vehicle is within one of the following ranges:
Model
VIN Range
2009 Mazda6
1YV HP**** 95 M00001 – M52259
2010 Mazda6
1YV HZ**** A5 M00013 – M58889
2011 Mazda6
1YV HZ**** B5 M00002 – M30741
2012 Mazda6
1YV HZ**** C5 M00001 – M44241
2013 Mazda6
1YV HZ**** D5 M00004 – M17345
-
Production Date Range
From February 4, 2008 through August 24, 2012
If the vehicle is within one of the above ranges, proceed to step 2.
If the vehicle is not within one of the above ranges, SSPA0 is not applicable.
2. Perform a Warranty Vehicle Inquiry using your eMDCS System. Refer to eMDCS System - Warranty Vehicle
Inquiry Results table below.
NOTE: Verify SSPA0 number as the vehicle may have multiple SSPs.
eMDCS System - Warranty Vehicle Inquiry Results:
If eMDCS displays:
Action to perform:
SSPA0 PRELIM LTR
Customer has not received the “parts available” letter. Inform customer that parts
are in very short supply. They will receive a second notification when sufficient
repair parts become available.
SSPA0 OPEN
Proceed to “C. Repair Procedure” of SSPA0 only if the vehicle exhibits crash pad
sticky surface.
SSPA0 EXPIRED
SSPA0 is not displayed
Vehicle is outside warranty time limitation.
SSPA0 does not apply to this vehicle. Return vehicle to inventory or customer.
NOTE: This is a warranty extension program. Application of a campaign label is not necessary.
Page 1 of 4
ATTACHMENT II
SSPA0
C. REPAIR PROCEDURE
PASSENGER-SIDE AIR BAG MODULE REMOVAL/INSTALLATION:
WARNING: Handling the air bag module improperly can accidentally deploy the air bag module, which may
seriously injure you. Read the air bag system service warnings and cautions before handling the
air bag module. (See AIR BAG SYSTEM SERVICE WARNINGS.) (See AIR BAG SYSTEM SERVICE CAUTIONS.)
WARNING: Due to the adoption of 2-step deployment control in the passenger-side air bag module, depending
on the impact force, it is possible that inflator No.2 might not deploy. In such cases, before disposing of the air bag module, make sure to follow the inflator deployment procedures and verify complete deployment of inflators No.1 and 2.
NOTE:
•
•
When replacing the passenger-side air bag module after the deployment, replace it together with
the mid-wiring harness.
When installing the mid-wiring harness, install it along the vehicle wiring harness using bands or
tape.
1. Switch the ignition to off.
2. Disconnect the negative battery cable and wait for one (1) minute or more.
3. Remove the following parts according to the MS3 online instructions or the Workshop Manual:
a. Glove compartment (See GLOVE COMPARTMENT REMOVAL/INSTALLATION.)
b. Center panel upper (See CENTER PANEL UPPER REMOVAL/INSTALLATION.)
c. Upper panel (See UPPER PANEL REMOVAL/INSTALLATION.)
d. Decoration panel (See DECORATION PANEL REMOVAL/INSTALLATION.)
e. Passenger-side front scuff plate (See FRONT SCUFF PLATE REMOVAL/INSTALLATION.)
f. Passenger-side front side trim (See FRONT SIDE TRIM REMOVAL/INSTALLATION.)
g. Side panel (See SIDE PANEL REMOVAL/INSTALLATION.)
h. Shift knob (MTX) (See MANUAL TRANSAXLE SHIFT MECHANISM REMOVAL/INSTALLATION.)
i. Shift panel (See SHIFT PANEL REMOVAL/INSTALLATION.)
j. Center panel lower (See CENTER PANEL LOWER REMOVAL/INSTALLATION.)
k. Audio unit (See AUDIO UNIT REMOVAL/INSTALLATION.)
l. SIRIUS satellite radio unit (See SIRIUS SATELLITE RADIO UNIT REMOVAL/INSTALLATION.)
4. Remove the bolts.
5. Disconnect the connector.
Page 2 of 4
ATTACHMENT II
SSPA0
6. Remove the screws.
7. Pull the passenger-side air bag module in the direction of the arrow shown in the figure and remove it while
detaching the clips.
8. Remove the screws.
Page 3 of 4
ATTACHMENT II
SSPA0
9. Remove hook A.
10. Pull the passenger-side air bag module in the direction of arrow (1) and detach hook A from the instrument
panel.
11. Press the passenger-side air bag module in the direction of arrow (2) and rotate it in the direction of arrow
(3) and remove it.
12. Install in the reverse order of removal.
13. Switch the ignition to ON.
14. Verify that the air bag system warning light illuminates for approx. six (6) seconds and goes out.
NOTE: If the air bag system warning light does not operate, refer to the on-board diagnostic system (air
bag system) and perform inspection of the system. (See FLOWCHART.)
15. Verify repair.
Page 4 of 4
December 2015
2009-2013 Mazda6 Dashboard Upper Panel Sticky Surface
Warranty Extension Program – Special Service Program (SSP) A0
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to
extend the warranty coverage for the dashboard upper panel (crash pad) on certain
2009-2013 Mazda6 vehicles produced from February 4, 2008 through August 24,
2012.
The warranty coverage for applicable repair is extended to 10 years (120 months) from
the original warranty start date, with no mileage limitation.
If you are a recipient of this notice, your vehicle is included in this warranty extension
program.
What is the problem?
On certain Mazda6 vehicles that are exposed to severe environmental conditions
including extreme heat and humidity, the material used in the dashboard upper panel
(crash pad) surface may deteriorate over time.
If there is prolonged exposure and
deterioration, it could develop a sticky surface.
What should you do?
At this time Mazda is currently preparing the necessary parts to implement this
warranty extension.
We will notify you again when the parts become available. If you
have already paid to repair your vehicle’s sticky dashboard upper panel, please see the
below section regarding a possible reimbursement.
If your vehicle does not have the above sticky condition on dashboard surface, there is
no need to contact your dealer. We suggest keeping this letter with the vehicle’s
Mazda North American Operations
7755 Irvine Center Drive
Irvine, CA 92618
T (949) 727-1990
warranty information booklet for future reference.
What will Mazda do?
Once the necessary parts become available, if your vehicle exhibits the sticky
dashboard upper panel (crash pad) condition, your Mazda dealer will replace it free of
charge during the terms of this warranty extension program.
What if you have already paid for the repair?
If you have already paid to repair or replace a sticky dashboard upper panel in your
vehicle, 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
7755 Irvine Center Drive
Irvine, CA 92618
T (949) 727-1990
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 lease or have owned or leased a 2009-2013 Mazda6 vehicle built between February 4, 2008 and August
24, 2012.
2. You have paid to repair or replace a dashboard upper panel (crash pad) due to sticky surface concern prior to the
launch of SSPA0.
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
• Repair or replacement of dashboard upper panel (crash pad) due to a sticky surface 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 you had the dashboard upper panel (crash pad) repaired or replaced due to sticky surface concern prior to the launch
of SSPA0, you may apply for reimbursement by doing the following:
1. Complete and sign 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 paid for parts and labor for repair or replacement of dashboard upper
panel (crash pad) due to the sticky surface concern. Parts and labor paid for items unrelated to the sticky surface
concern, such as discoloration, warp, or material splitting, are not covered by SSPA0 warranty extension.
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
2009-2013 Mazda6
Dashboard Upper Panel Sticky Surface
Warranty Extension Program –SSPA0
(Please type or print)
Name:
First
Middle
Last
State
Zip Code
Address:
Street Address
City
Home:
Phone Number:
Work:
Email:
_______________________________________________________________________
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 repair or parts replacement
performed to date in connection with sticky surface on dashboard upper panel.
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)