09-020-18-3458b
Service Bulletin Details
Public Details for: 09-020-18-3458b
Some vehicles may exhibit a connectivity master unit (cmu), a bluetooth hands-free unit or text messaging related concerns. To improve the handling of bluetooth hands-free and/or text messaging customer concerns, mazda created a special s
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Technical Service Bulletin Mazda North American Operations Irvine, CA 92618-2922 Subject: CONNECTIVITY MASTER UNIT / HANDS-FREE BLUETOOTH MODULE / TEXT MESSAGING TROUBLESHOOTING PROCEDURE Bulletin No.: 09-020/18 Last Issued: 10/10/2018 BULLETIN NOTES This bulletin supersedes the previously issued bulletin(s) listed below. The changes are noted below in Red. Previous TSBs: Date(s) Issued: Previous TSBs: Date(s) Issued: 09-020/18 04/05/2018 and 06/20/2018 09-014/12 03/16/2012 and 08/10/2012 09-009/16 02/17/2016 and 05/01/2016 09-008/11 02/23/2011 09-039/14 09/09/2014 09-007/10 02/08/2010 09-019/13 06/14/2013 09-042/08 12/23/2008 APPLICABLE MODEL(S)/VINS 2016-2019 CX-3 2007-2019 CX-9 2009-2018 Mazda6 2013-2019 CX-5 2010-2019 Mazda3 2009-2019 MX-5 2009-2012 CX-7 2008-2015 Mazda5 2009-2011 RX-8 Applies to models equipped with Hands-Free Bluetooth or MAZDA CONNECT DESCRIPTION Some vehicles may exhibit a Connectivity Master Unit (CMU), a BLUETOOTH® hands-free unit or text messaging related concerns. To improve the handling of BLUETOOTH® hands-free and/or text messaging customer concerns, Mazda created a special service and parts exchange program as of February 2010. Customers experiencing related concerns should have their vehicle and/or device inspected according to the following procedure. Page 1 of 3 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2018 Mazda North American Operations, U.S.A. Bulletin No.: 09-020/18 Last Issued: 10/10/2018 REPAIR PROCEDURE 1. Verify customer concern. 2. Verify that the customer has provided the correct phone or device. 3. Confirm the device compatibility by web or smartphone. Go to: By Web infotainment.mazdahandsfree.com By Smartphone MyMazda app; press MAZDA CONNECT NOTE: When checking compatibility, be aware that phones may be approved for some functions but not for others. Scroll down to make sure there are no red X’s in the compatibility list. Check the phone model number; compatability can vary by the phone company version. 4. Check MGSS Online (Mazda Service Support System) for related service bulletins and service alerts. 5. If the steps above did not resolve the customer’s concern, contact Mazda Hands-Free System Customer Care at (800) 430-0153 to review the concern further. NOTE: If for any reason there was a mis-communication regarding the concern written on the RO, the Mazda Hands-Free System Customer Care representative can clarify it. If Mazda Hands-Free System Customer Care has provided you an Authentication Number (case number), they have determined there could be a problem with the hands-free module or the CMU. However, a Authentication Number does not mean automatic module replacement. Proceed to next step. 6. Troubleshoot the vehicle according to the instruction on MGSS online (Body and Accessories > OnBoard Diagnostics). If the cause cannot be determined through MGSS online service information, contact the Mazda Technical Hotline at (888) 832-8477 for assistance and support. NOTE: The Mazda Technical Assistance Hotline does not provide authorization for warranty or parts ordering. Vehicles equipped with MAZDA CONNECT, upload the MAZDA CONNECT CMU Data to a USB drive and have it available to attach to Siebel prior to calling Hotline. If it is determined that a replacement CMU or hands-free module is required, proceed to next step. NOTE: Provide the Authentication Number to your parts dept. so they can order the part. 7. Replace the CMU or hands-free module according to MGSS online Removal/Installation instructions. 8. Verify the repair. Page 2 of 3 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2018 Mazda North American Operations, U.S.A. Bulletin No.: 09-020/18 Last Issued: 10/10/2018 PARTS INFORMATION Review the points below when ordering a CMU or hands-free Bluetooth unit: NOTE: Use the Mazda Hands-Free System Customer Care Authentication Number to place the order with United Radio for the part exchange. Example of the United Radio online order form, Authentication Number entry is shown below: It is not necessary to call United Radio directly, place the order online, via the United Radio Website. Access the United Radio Website using either one of the links below: Go to: https://portal.mazdausa.com/dealershome/service_parts/dag/exchange_page_1.htm Then select “United Radio Website” and log in. OR Go to: http://Dealers.mazdausa.com/ Then select "Parts and Accessories” -> “Parts” -> “Exchange Central” -> "Ordering" -> “United Radio Website” and log in. WARRANTY INFORMATION NOTE: For this TSB only, dealers may use actual time (up to a maximum of 0.9 hr.) to cover any necessary diagnostic time. Page 3 of 3 CONSUMER NOTICE: The information and instructions in this bulletin are intended for use by skilled technicians. Mazda technicians utilize the proper tools/ equipment and take training to correctly and safely maintain Mazda vehicles. These instructions should not be performed by “do-it-yourselfers.” Customers should not assume this bulletin applies to their vehicle or that their vehicle will develop the described concern. To determine if the information applies, customers should contact their nearest authorized Mazda dealership. Mazda North American Operations reserves the right to alter the specifications and contents of this bulletin without obligation or advance notice. All rights reserved. No part of this bulletin may be reproduced in any form or by any means, electronic or mechanical---including photocopying and recording and the use of any kind of information storage and retrieval system ---without permission in writing. © 2018 Mazda North American Operations, U.S.A.