Customer Satisfaction Process Guide Mazda 3/Mazda 5 Recall

Transcription

1 Mazda 3/Mazda 5 Recall Process Guide Customer Satisfaction Process Guide Mazda 3/Mazda 5 Recall Goal To provide recall customers with a service experience that exceeds their expectations. Background / Opportunity Mazda will soon begin mailing recall notices to Mazda3 and Mazda5 owners of affected MY vehicles. This will be a difficult recall in terms of volume, impacting approximately 200,000 Mazda owners. As such, this unprecedented inflow of Mazda customers to your service department brings the necessity to provide excellent customer service. Is your dealership prepared to handle the increased volume of customers? Many of these customers have defected to aftermarket service providers for their vehicle maintenance needs. This recall notification will bring the customer to you, so it s imperative that you provide a superior customer service experience. Currently, 40 percent of Mazda owners included in the recall do not service their vehicles at a Mazda dealership. This percentage of inactive customers increases with vehicle age. As noted in the chart (below), almost half of the 2007 model year owners are currently inactive. Your ability to highlight your service capabilities to your inactive customers, will potentially build your base of loyal service customers. Recall Campaign Customers Inactive Recall Customers Inactive, 40% Active, 60% 50% 0% 2009 MY 2008 MY 2007 MY Remember, the best incentive you can give your customers to come back to your dealership, is a customer service experience that exceeds their expectations. Go the extra mile to deliver a superior recall service that will impress customers and make them want to return for a future service visit. 1

2 Mazda 3/Mazda 5 Recall Process Guide Keys to Delivering a Successful Recall Visit: Appointment Setting plan well and coordinate the flow of recall customers with recall parts availability. Use a solid service appointment process to ensure that parts are controlled and available on customer arrival. Service Hours add extended or weekend service hours to accommodate customer scheduling and shop capacity issues Customer Flow consider using a separate service lane to handle recall customers Parts Ordering ordering recall parts will require the VIN. Order timely, and use VIN information to place a specific order for the recall parts at time of customer contact Prepare plan ahead and train all service personnel (refer to action items checklist) Train ensure all service personnel are well informed and prepared to satisfactorily answer customer questions Time minimize the time customers will be out of their vehicles Repair Status keep customers informed of their vehicle s repair status Vehicle Inspections conduct a quality inspection of the recall repair as well as a complimentary Full Circle service vehicle inspection to promote value to customers Facility ensure that your customer waiting area is clean, comfortable, and offers amenities that customers will appreciate Make a New Customer deliver all of the elements of the Mazda Service Quality Commitment Offer a friendly and timely greeting Perform a quality check on every vehicle Ensure the vehicle is ready when promised Thoroughly explain the repairs completed Follow Up contact recall customers post-repair to inquire about vehicle status and ask about their service experience. If they had a positive experience at your dealership, suggest a future maintenance visit. 2

3 Mazda 3/Mazda 5 Recall Process Guide Process Steps Review your existing processes to see where adjustments need to be made to handle the recall service appointments. Following are some suggestions: 1) Customer Contacts Dealership (Appointment Setting) Ensure that individuals answering the phones understand the recall and are prepared to answer questions provide them with a script and FAQ document The recall service will take approximately two (2) hours per vehicle do not schedule more appointments than can be completed in one day 2) Customer Arrival Ensure that greeters and Service Consultants know the recall information and are prepared to answer customer s questions Sample Script: For the recall service, we will be replacing the power steering pump and lines. The repair should take about two hours. Provide a warm and prompt greeting Keep the tone of the conversation positive. Acknowledge that the recall is an inconvenience, but reassure the customer that their safety is Mazda s number one priority. Provide a realistic completion time-frame to customers and advise them that you will contact them with an update 3) Progress Update You have provided the customer with an expectation for a status update so be sure to follow through on your commitment. Keeping customers informed will instill confidence in your dealership and raise their overall level of satisfaction For customers that choose to wait for their vehicles, ensure they receive front of the line status in the service shop. Provide waiting customers with a status update after one hour. Educate customers regarding Full Circle Service inspection results. Don t pressure let the customer decide based on the value of information you provide. 4) Vehicle Re-Delivery Provide a thorough explanation of the work performed Sample Script: Mr./Mrs. Customer, the power steering pump has been replaced in accordance with the recall procedure. Our technician has performed a quality check and confirmed that everything is functioning properly. Do you have any questions about the work performed today? Consider providing an incentive to inactive customers as means to get them back to the dealership offer a discount coupon for a future service visit 3

4 Mazda 3/Mazda 5 Recall Process Guide Have a Contingency Plan in Place Even with the best service processes; challenging situations can arise that will require extra effort to deliver an outstanding customer service experience. Ensure that your entire service team is prepared to handle all unexpected circumstances with knowledge and professionalism. Following are examples of some potential scenarios and recommended actions: A. Customer calls your dealership and is not currently or has never experienced heavy steering, but is concerned about vehicle safety 1. Please explain to the customer they should not be afraid to drive their car. If power steering assist becomes inoperable, the power steering malfunction indicator light illuminates. Steering is still possible, but requires more physical effort. 2. Should this situation occur, customers should pull safely to the side of the road and turn off the engine. After a short period of time (typically up to 15 minutes) restart the engine. The power steering malfunction indicator light may go out, and power steering assist may return. Should a customer experience this condition, they should contact an authorized Mazda dealer. 3. For additional information and to view a video that illustrates the effects of a loss of power steering assist, please go to MazdaUSA.com and click on MAZDA3 and MAZDA5 Owners see here. B. Customer arrives without an appointment 1. If a customer arrives without an appointment and you have the parts to accommodate them that day, then do so. Be sure to place an order right away to replace the parts that you used, to replenish your stock. Use the VIN of the vehicle you just repaired. 2. If you cannot accommodate them that day, apologize for the inconvenience and work with the customer to find a convenient appointment time when you know parts will be available. Offer to pick up the vehicle on the appointment day to save them a trip back to the dealership. C. Customer made an appointment, but when they arrive, no parts are available 1. Reviewing appointment schedules daily will help you to avoid this situation. If parts are delayed, call customers to reschedule their appointments. 2. If a customer is not contacted and they arrive at their scheduled appointment time, apologize to the customer for the inconvenience and work with the customer to find another convenient appointment time. Offer to pick up the vehicle on the appointment day to save them a trip back to the dealership. You should also offer them a discount coupon for a future service visit because of the inconvenience that was caused. D. Customer calls for appointment, but parts are not available 1. Record the customer s information (VIN) and let them know you will call them when the parts arrive to schedule an appointment. 2. Order the recall part using the customer s VIN get the parts request in the system immediately. 4

5 Mazda 3/Mazda 5 Recall Process Guide Preparation Preparation is the key to flawless execution. Your entire service department will need to be involved. Utilize the following checklist to prepare your service team for success: Action Item Complete Schedule a meeting for all service personnel (include appointment coordinators, cashiers and parts department)to discuss the recall and cover the specifics Identify technicians who will be performing the recall service - ensure that all technicians are properly trained on the procedure Prepare for an increased volume of service appointments evaluate the need for extended service hours and additional greeters on the service drive Evaluate your current service loaner program ensure that you can provide a vehicle to eligible customers and are able to answer rental insurance questions Establish a parts supply communication plan with parts department and appointment schedulers prepare for various scenarios Provide employees handling incoming calls with recall reference materials to answer customer questions Ensure sufficient supply of parts on hand for customers requesting additional services during their visit (oil filters, brake pads, batteries) Establish EHPAS Pump core return process to ensure compliance with return policy and to expedite the shipment process return cores daily Set up a parking zone within the lot to accommodate additional volume of service vehicles Create a log for tracking all recall customers initial contact date, customer contact information, appointment date, date of part order, part ETA, last customer contact, completion ETA to provide a quick reference when contacting customers with updates Set up a process to contact and update customers daily/weekly regardless of progress customers want to be kept informed 5

6 Mazda 3/Mazda 5 Recall Process Guide Rental and Mazda Service Loaner Vehicle Instructions: Application Instructions: Mazda will authorize Rental and Mazda Service Loaner Vehicles on a limited basis. We are requesting dealer understanding and partnership by using a balanced approach to rental and loaner car administration. Good customer satisfaction is our primary objective, yet we all know, not all customers need or want a rental car. Good practices on the service drive can create excellent customer satisfaction while at the same time keep rental usage in balance. Because of this unique situation, Mazda is asking dealers to follow a rental and loaner vehicle approval process as follows: Customers Making an Appointment During the appointment phone call ask customers the following questions: Recommended Customer Communication Script: 1. Considering overall time spent in the dealership could be about two hours, would you like to wait in our lounge? 2. If the answer is no ask if the customer will arrange alternate transportation. 3. If the answer is no ask if the customer would like to use dealer shuttle services. 4. If the answer is no and the customer requests a rental vehicle please provide one. Customers Arriving the Service Drive Without an Appointment and Do Not Have a Vehicle Problem: Customers arriving without an appointment could create a parts inventory problem and difficult shop scheduling. Please encourage customers to make an appointment whenever possible: Recommended Customer Communication Script: 1. To ensure we have the specific parts needed for your car, would you allow us to record your VIN, order the parts needed for your car and make an appointment for your repair? If the answer is no 5. Considering overall time spent in the dealership could be about two hours, would you like to wait in our lounge? 2. If the answer is no ask if the customer has arranged alternate transportation. 3. If the answer is no ask if the customer would like to use dealer shuttle services. 4. If the answer is no and the customer requests a rental vehicle please provide one. DSM authorization will be required in this case. 6

7 Mazda 3/Mazda 5 Recall Process Guide Rental Vehicle Eligibility: Please follow the Rental Vehicle Quick Reference Chart below to determine rental eligibility. Rental Vehicle Quick Reference Chart Possible Customer Condition Parts Available Parts not Available from Mazda A. Customers who have received 2nd letter and not experienced C1099 Rental covered if customer has no alternative means of transportation Rental is covered until parts arrive if customer refuses to drive their vehicle B. Customers who have not received 2 nd letter and not experienced C1099 Rental not covered (Exceptions require DSM approval) C. Experienced C1099 Rental covered until repair completed if customer has no alternative means of transportation Warranty Claim Instructions: For warranty claim submission details please refer to the letter and information package sent to all dealers September 10,

8 ATTACHMENT V Owner Notification (Phase I) September Mazda3 and Mazda5 Power Steering Voluntary Safety Recall 6010H Dear Mazda Owner: This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act. Mazda Motor Corporation has decided that a defect which relates to motor vehicle safety exists in certain Mazda3 and Mazda5 vehicles, produced from April 2, 2007 through November 30, If you are a recipient of this notice, your vehicle is included in this recall. What is the problem? Certain Mazda3 or Mazda5 vehicles may have a condition in which a sudden loss of power steering assist could occur at any time while driving the vehicle. If power steering assist is lost, steering is still possible but will require more physical effort, particularly while driving at lower speeds. Unless the driver compensates for the additional effort, the risk of a crash is increased. What will Mazda do? The service parts required are currently in short supply. When the parts become available, Mazda will send a 2 nd notification. The 2 nd notification will instruct you to make an appointment with any authorized Mazda dealer to have the power steering system repaired. The repair will be performed free of charge. What should you do? If the power steering is functioning normally, please wait for the 2 nd letter notifying that parts are available. In case of a power steering assist malfunction: If power steering assist becomes inoperable, the power steering malfunction indicator light illuminates. Steering is possible, but requires more physical effort. Should this situation occur, pull safely to the side of the road and turn off the engine. After a short period of time restart the engine. The power steering malfunction indicator light may go out, and power steering assist may return. Should you experience this condition, please contact an authorized Mazda dealer. For additional information and to view a video that illustrates the effects of a loss of power steering assist, please go to MazdaUSA.com and click on: For details about a recall on MAZDA3 and MAZDA5 vehicles see here. Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

9 Page 2 What if you already paid for power steering repairs? If you have already paid for the inspection, repair or replacement of the power steering system due to a defect prior to receiving this notice, you may be eligible for reimbursement of reasonable repair expenses based on Mazda s repair standards. Please complete the enclosed Reimbursement Application Form, include 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 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. Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. Still have questions? If you have any questions regarding this campaign, please contact our Customer Assistance Center at (800) , option #6. If Mazda or its dealers do not repair the defect free of charge and within a reasonable amount of time, you may notify the Administrator of the National Highway Traffic Safety Administration, 1200 New Jersey Ave., SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at (TTY: ); or go to We actively work to improve our products and search for solutions to improve your ownership experience. Please accept our apologies for any inconvenience this recall may have caused you. Sincerely, Mazda North American Operations Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

10 September Mazda3 and Mazda5 Power Steering Voluntary Safety Recall 6010H Dear Mazda Owner: This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act. In September 2010 you received a notice regarding Voluntary Safety Recall 6010H, Mazda3 and Mazda5 Power Steering and that Mazda would notify you when parts became available to perform the final repair. We are pleased to inform you that service parts are now available to complete the final repair of your vehicle. What is the problem? Certain Mazda3 and Mazda5 vehicles may have a condition in which a sudden loss of power steering assist could occur at any time while driving the vehicle. If power steering assist is lost, steering is still possible but will require more physical effort, particularly while driving at lower speeds. Unless the driver compensates for the additional effort, the risk of a crash is increased. What will Mazda do? Your Mazda dealer will replace the power steering pump and lines. The repair will be performed free of charge. The actual repair takes approximately an hour and a half to complete; however, the wait time may be longer depending on scheduling and service workload at your Mazda dealership. What should you do? Mazda is concerned about your safety, and we encourage you to make an appointment with any authorized Mazda dealer to have the power steering system repaired as soon as possible. Making an appointment provides the dealer the opportunity to reserve the necessary parts for your repair and plan their service activity, thus minimizing your wait time and inconvenience this recall may cause you. You do not need to bring this notice to the dealer, but it may assist in the check-in process. In case of a power steering assist malfunction: If power steering assist becomes inoperable, the power steering malfunction indicator light illuminates. Steering is still possible, but requires more physical effort. Should this situation occur, pull safely to the side of the road and turn off the engine. After a short period of time restart the engine. The power steering malfunction indicator light may go out, and power steering assist may return. Should you experience this condition, please contact an authorized Mazda dealer. Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

11 Page 2 What if you already paid for power steering assist repairs? If you have already paid for the inspection, repair or replacement of the power steering system due to a defect prior to receiving this notice, you may be eligible for reimbursement of reasonable repair expenses based on Mazda s repair standards. Please complete the enclosed Reimbursement Application Form, include 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 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. Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. Still have questions? If you have any questions regarding this campaign, please contact our Customer Assistance Center at (800) , option #6. If Mazda or its dealers do not repair the defect free of charge and within a reasonable amount of time, you may notify the Administrator of the National Highway Traffic Safety Administration, 1200 New Jersey Ave., SE., Washington, DC 20590; or call the toll-free Vehicle Safety Hotline at (TTY: ); or go to We actively work to improve our products and search for solutions to improve your ownership experience. Please accept our apologies for any inconvenience this recall may have caused you. Sincerely, Mazda North American Operations Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

12 TO: All Mazda Dealership General Managers, Service Managers, and Parts Managers DATE: September 2010 SUBJECT: Mazda3 and Mazda5 Power Steering Voluntary Safety Recall 6010H Mazda Motor Corporation has decided that a defect which relates to motor vehicle safety exists in certain Mazda3 and Mazda5 vehicles, produced from April 2, 2007 through November 30, Certain Mazda3 and Mazda5 vehicles may have a condition in which a sudden loss of power steering assist could occur at any time while driving the vehicle. If power steering assist is lost, steering is still possible but will require more physical effort, particularly while driving at lower speeds. Unless the driver compensates for the additional effort, the risk of a crash is increased. The purpose of this campaign is to repair the power steering system by replacing the power steering pump and lines. All owners of affected vehicles will receive a preliminary notification (1st phase) by first class mail beginning September 15, The subsequent notification (2nd phase), instructing owners to bring their vehicle in for the recall repair, will begin in September 2010 and will complete in February Customer Appointments: Customer appointments are critical to overall success and customer satisfaction of this campaign. Mazda requests dealers proactively make appointments for customers and capture the VIN number during the appointment process.this will minimize customer inconvenience due to appointment overflow or parts availability issues. This package contains important information about Voluntary Safety Recall 6010H: Attachment I Attachment II Attachment III Attachment IV Attachment V Dealer Service Information Parts Information Warranty Information Repair procedure Owner notification letter Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

13 Page 2 The National Traffic and Motor Vehicle Safety Act prohibits the delivery of any subject vehicle without performing the necessary repair for defects or failures. Failure to perform applicable recalls before delivery can result in extensive dealer fines and penalties from the Federal Government. Therefore, you must complete this recall for all affected vehicles in your inventory prior to delivery. Because parts availability will be at a minimum in the initial launch phase, we request that you give customer vehicles priority over unsold vehicles in your used car inventory. To help you effectively perform this recall, Mazda has developed the following resources: 1. The following important documents are attached, were ed to your Service Department, and are also available on emdcs and the MS3 (Mazda Service Support System) websites: I. Dealer Service Information (Attachment I) II. Parts Information (Attachment II) III. Warranty Information (Attachment III) IV. Repair Procedure (Attachment IV) 2. Please note that the Recall Reminder Report will not be available until all customers are notified (after February 2011). 3. F or technical assistance, call the Technical Assistance Hotline at (888) , Option 3 for English speaking Hotline Specialist, option 4 for Spanish speaking Hotline Specialist. 4. For parts or core return questions, contact the Corporate Dealer Assistance Group at (877) Option For warranty questions, contact the Warranty Hotline at (877) Option 3. Please make certain the appropriate personnel in your dealership are aware of these resources and are familiar with the details of this recall before responding to customer inquiries. We apologize for any inconvenience this recall may cause you and your customers. Your understanding and support in carrying out this campaign is greatly appreciated. Sincerely, Kiyoshi Yagi Director, Technical Services Division Mazda North American Operations Mazda North American Operations Technical Services Division 1444 McGaw Ave. Irvine, CA

14 ATTACHMENT I SERVICE INFORMATION Voluntary Safety Recall 6010H CONDITION OF CONCERN Certain Mazda3 or Mazda5 vehicles may have a condition in which a sudden loss of power steering assist could occur at any time while driving the vehicle. If power steering assist is lost, steering is still possible but will require more physical effort, particularly while driving at lower speeds. Unless the driver compensates for the additional effort, the risk of a crash is increased. SUBJECT VEHICLES Model VIN Range Build Date Range 2007 Mazda3 / Mazda5 with EHPAS 2008 Mazda3 / Mazda5 with EHPAS 2009 Mazda3 / Mazda5 with EHPAS JM1 BK**** JM1CR**** All 2008 MY Mazda3 and Mazda5 Vehicles JM1 BK**** JM1CR**** Note: The asterisk symbol * can be any letter or number. MazdaSpeed3 vehicles are excluded since they are not equipped with EHPAS PLEASE NOTE: Many of the vehicles within the Subject VIN/Build Date Range have already been repaired under the Service Bulletin No /09 or /10. These vehicles are not included in the recall. OWNER NOTIFICATION Mazda will send a preliminary notification (1 st phase) to all U.S. owners by first class mail beginning September 15, This letter informs customers of the recall and the service parts required for the repair are currently in short supply. To best manage parts availability Mazda will send a 2 nd phase notification to customers by geographic area, instructing them to make an appointment with any authorized Mazda dealer to have the power steering system repaired. The 2 nd phase notification will begin in September 2010 and will complete in February Following is the planned schedule for the owner notifications: From April 2, 2007 through September 17, 2007 From June 1, 2007 through July 7, 2008 From July 1, 2008 through November 30, 2008 Phase Owner Notification State Letter Mail Date 1 st phase September 15, 2010 ALL September 2010 WV, DE, IN, RI, ME, NH, MD October 2010 VA, NJ, NC, MA, CT November 2010 NY, TN, GA, OH, AL, KY, SC, MI December 2010 PA, FL, VT, MN, MS 2 nd phase OK, AR, LA, KS, NE, NM, CO, WI, IL, MO, January 2011 UT, HI, NV February 2011 IA, MT, ND, SD, TX, AK, CA, ID, OR, WA, WY Page 1 of 2

15 ATTACHMENT I SERVICE INFORMATION Voluntary Safety Recall 6010H VERIFY THE VEHICLE NEEDS THE RECALL 1. Verify the vehicle is within the following ranges: Model VIN Range Build Date Range 2007 Mazda3 / Mazda5 with EHPAS 2008 Mazda3 / Mazda5 with EHPAS 2009 Mazda3 / Mazda5 I with EHPAS JM1 BK**** JM1CR**** All 2008 MY Mazda3 and Mazda5 Vehicles JM1 BK**** JM1CR**** If the vehicle is within the above range, go to step 2. If the vehicle is not within the above range, return it to the customer. From April 2, 2007 through September 17, 2007 From June 1, 2007 through July 7, 2008 From July 1, 2008 through November 30, 2008 Note: MazdaSpeed3 vehicles are excluded since they are not equipped with EHPAS 2. Perform a Warranty Vehicle Inquiry using your emdcs System and inspect vehicle for an Authorized Campaign Label RECALL 6010H attached to the vehicle s hood. emdcs System Warranty Vehicle Inquiry Results: If emdcs displays: Campaign Label is: Action to perform: Contact the Warranty Hotline at (877) 727- RECALL 6010H Present 6626, option 3, to update vehicle history OPEN Not present Proceed to REPAIR PROCEDURE RECALL 6010H Present Return vehicle to inventory or customer CLOSED Not present Complete a label and apply to vehicle's hood RECALL 6010H is Recall does not apply to this vehicle. Return Does not apply not displayed vehicle to customer Note: Verify the recall number as the vehicle may have multiple labels. REPAIR PROCEDURE Please refer to Attachment IV. Page 2 of 2

16 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H PARTS INFORMATION Description Part Number Quantity Note Power Steering Pump Service Kit BBM ZR 1 No.1 Pipe BPY Gasket Components: Power steering pump (rebuilt), bolts, joint, O-ring Return hose (BP4L ) and Hose clamp ( P) are not included. The original ones should be reused. BP DMV ATF (for flushing) DM 1 1 = 55-gallon drum (10 quarts per repair) ATF M-5 (for refilling) E = 1 quart Return Hose BP4L Hose Clamp P 1 Campaign Label A-06 1=50 labels If necessary (when damaged during repair) If necessary (when damaged during repair) Obtain in MStore (no charge) SPECIAL SERVICE TOOLS Description Part Number Quantity Note Flushing Kit MAZ6-010-HKIT 1 Available in MStore Drum Pump MAZ6-010-HPUMP 1 Available in MStore A flushing kit (P/N MAZ6-010-HKIT) and a drum pump (P/N MAZ6-010-HPUMP) were sent to you on September 8, 2010 and should be received at your dealership no later than September 16, These Special Service Tools were sent to you free of charge. In addition, a set of 50 campaign labels (P/N A-06) were included in this shipment. Additional flushing kits and drum pumps are available for purchase in MStore. PARTS PRE-SHIPMENT An initial order of power steering pumps (P/N BBM ZR), pipes (P/N BPY ), gaskets (P/N ), BP DMV ATF (P/N DM) and ATF M-5 (P/N E-01) will be placed for your dealership on September 10, These parts should arrive at your dealership no later than September 17, A debit memo of Recall 6010H will appear on your parts statement for the pre-shipped parts. Page 1 of 10

17 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H Parts Supply Availability and timely delivery of the Power Steering Pumps (P/N BBM ZR) are critical to the success of this campaign. As such, Mazda has introduced a remanufacturing program for the power steering pump, to expedite parts availability and avoid back-order situations. Your cooperation in returning the power steering pump core in a timely manner is highly appreciated. Note: Upon receiving the replacement Power Steering Pump (P/N BBM ZR), the original pump should be returned the same day using the following instructions. Do not wait for Warranty Claim Entry or Warranty Parts Requests. Keep the Power Steering Pump box(es) shipped to you. Package the power steering pump according to the instructions provided and place it inside the box. Affix the peel off UPS pre-paid shipping label (provided) Blue Warranty Return Tag (provided) must be completed and legible. Failure to follow the above steps will result in a Warranty Claim Debit. Detailed Pump Core Return Instructions can be found on page 8 and are also available on MS3. PARTS ORDERING 1. To Order Pipes (P/N BPY ), Pumps (P/N BBM ZR) and Gaskets (P/N ): You must order these parts using the Parts Ordering web page specifically designed for this campaign. The Parts Ordering web page is located on MX Connect on the Service page and Parts and Accessories page under the Support section. VIN is required for each order. Instructions can be found on the next page and are also available on MS3. 2. BP DMV ATF (P/N DM) and ATF M-5 (P/N E-01): These parts can be ordered through emdcs Please note BP DMV ATF (P/N DM) is only available in 55-gallon drums. Each repair requires 10 quarts for flushing, so each drum has sufficient quantity for about 22 flushes (or 22 repairs). These fluids are not included in the order for pumps, pipes and gaskets. Please allow 3-5 business days from order placement to shipment for BP DMV ATF (P/N DM), and 6-8 business days for ATF M-5 (P/N E-01). Please order these fluids on a timely manner to avoid depletion. 3. Return Hose (P/N BP4L ) and Hose Clamp (P/N P) can be ordered through emdcs if damaged during repair. Page 2 of 10

18 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H NEW RECALL 6010H PARTS ORDERING WEB PAGE ORDER INSRUCTIONS *** For ordering Power Steering Oil Pump, Pipe No. 1 and Gaskets *** Mazda has developed a new web page for automated ordering of Recall 6010H power steering pumps, No.1 pipes, and gaskets. This new screen will be available in MXConnect starting Sept. 15 th, Access the screen via MXConnect Service page: Recall 6010H, Mazda3 and Mazda5 Power Steering -- Parts Ordering You will be prompted for your Web Single Logon (WSL) login ID and password. Once entered, the following screen will display: Page 3 of 10

19 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H Valid recall VINs are required for your order request. You may enter up to 5 VINs on each order request screen. Enter the number of VINs, from 1 to 5, in the box provided. Once entered, a VIN entry field will display for each VIN based on the quantity entered. Page 4 of 10

20 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H 1. Enter the VINs for your order request. 2. Click on the appropriate Yes / No fields for: a. Vehicle Down b. Customer in Rental c. Dealer Inventory Vehicle These fields are required. Note that entry on these does not affect the order placement. It is informational only for Mazda to perform ongoing analysis on the recall. 3. Input your Purchase Order number. This is not a required field, but is highly recommended you input a PO number for your internal order management. 4. Input an alternate ship-to code, if necessary. If left blank, the system will assume your normal 000 ship-to location 5. Once all information is entered, click on the <Submit> button. 6. Click the <Reset> button at any time to clear the screen and start over. Page 5 of 10

21 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H After you click the <Submit> button, the system performs the following edits: VIN falls within the range of the recall VIN has not been previously entered VIN has not been previously repaired under the recall or the TSB /10. All Yes/No buttons have been selected. Once edits are passed, an order request is approved and sent to Mazda. Important Notes: All orders placed using this website will be CSO. Freight fees waived. Orders are placed at the VIN level. Each VIN will have a separate order. Orders placed after the CSO order cut-off (3pm at Parts Distribution Center local time) will be filled and shipped the following business day. Mazda collects all order requests hourly, and places orders for those requests in the system (actual order placement is not immediate). Page 6 of 10

22 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H For each order request, when the order is placed, a dealer will receive an acknowledgement with VIN, order number, PO, part numbers and quantities. Again, an order will be placed for each VIN. This order is for the pump, pipe, and gaskets only. Fluids will not be ordered using this screen. The following message appears on the screen: NOTE: Power steering flush and fill fluids are not included within this order process. You will order fluids separately, using your normal parts ordering procedures. It is of critical importance that you monitor fluid usage closely, and order appropriately and in a timely manner, to manage your recall repair process. This screen is for recall parts only. If your repair does not pertain to this campaign, and you need assistance diagnosing your issue, contact Mazda's Technical Assistance Hotline at (888) , Option 3 for English speaking Hotline Specialist, option 4 for Spanish speaking Hotline Specialist. Contact Mazda's Dealer Assistance Group at (877) , Option 2 with any questions regarding this ordering process. Page 7 of 10

23 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H PUMP CORE RETURN INSTRUCTIONS In order to maximize availability of the reman pump, and to maintain a positive flow of the pump cores to Mazda s Remanufacturing facility, immediate core return is critical to this process. Dealers are requested to return pump cores the same day as the repair, using the box and packaging included with the ordered part. For pump core returns not using this process, and/or pump cores not received within 30 days of the repair, warranty claims may be subject to debit. Every pump ordered includes the following within the package: UPS Pre-Paid Return Shipping Label Blue Warranty Tag Plastic Shipping Bag Pump Core Return Instruction Sheet Dealer Pump Core Return Process Steps: 1. Drain fluid from the pump core. 2. Newly ordered reman pumps are shipped to dealers using two possible packaging styles: a. If the part shipped to the dealer was packaged in a plastic shipping cradle, place the pump core into that same shipping cradle and place both into the plastic bag provided in the new part box. Seal bag tightly. b. If the part shipped to the dealer was packaged in a cardboard honeycomb, place the pump core into the plastic bag, seal tightly and insert both into the cardboard honeycomb packing material. 3. Put pump core and packaging into original box of the part shipped to the dealer. 4. Using the blue tag provided in the original part box, write: a. Vehicle Identification Number (VIN) b. Repair Order (RO) number c. Dealer Name d. Dealer Code 5. Copy the Repair Order (RO) and staple it to the blue tag. 6. Insert blue tag and Repair Order copy into the pump core shipping box. 7. Seal box with standard shipping tape. 8. Affix UPS shipping label provided in the box originally shipped to dealer: a. Remove backing material exposing adhesive and place on sealed box. 9. Ship the pump core using the next UPS delivery truck arriving at your dealership. Note: Do not use CoreBloc to return this core. 10. Close Repair Order using normal dealer processes. 11. Submit warranty claim using normal dealer processes. Page 8 of 10

24 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H PUMP CORE RETURN FREQUENTLY ASKED QUESTIONS: Q: Will there be a core charge for the pump? A: Yes, a core charge of $30.00 will be established against the core. Q: Why does Mazda want pump cores shipped the same day as the repair? This places an undue burden on dealers. A: We fully understand our core return process places an additional administrative task on our dealer partners and we apologize for this inconvenience. However, since the pump is remanufactured at the Mazda Remanufacturing facility in Richmond VA, immediate return of the pump core is required for a successful reman process. Pump core must be shipped to the Mazda Remanufacturing facility the same day as vehicle repair. Q: What if my core arrives to the Mazda Remanufacturing Facility before we get the warranty claim submitted to Mazda? A: Mazda has established a system where the pump core receipt and warranty claim will be matched using the VIN, Repair Order (RO) Number, Dealer name and Dealer code. This is why the Blue Tag properly filled out and a copy of the RO stapled to the Blue Tag are critical. If a dealer does not provide the RO copy or completely fill out the Blue Tag, Mazda will not be able to match the pump core receipt to the warranty claim. Q: Why do dealers need to go through all of the work to fill out a Blue Tag and staple a copy of the RO to the tag? A: We apologize for the additional administrative burden for dealers. However, Mazda has established a system where the pump core receipt and warranty claim will be matched using the VIN, Repair Order (RO) Number, Dealer name and Dealer code. This is why the Blue Tag properly filled out and a copy of the RO stapled to the Blue Tag are critical. If a dealer does not provide the RO copy or completely fill out the Blue Tag, Mazda will not be able to match the pump core receipt to the warranty claim. Q: If I ship this pump core immediately will I be asked later to return a part to the Parts Test Lab? A: No. Once Mazda transitions completely to the reman solution, the pump core returns will go directly to the Mazda Remanufacturing facility. Q: What about the OE (new) pumps I have in inventory? Where do I return that core? A: Any OE pumps dealers have in inventory can be returned to your facing PDC without any penalties. Q: Why won t I be using the CoreBloc core return system for the return of this pump core? A: Since we are providing all the required paperwork and shipping labels with the pumps, we expressly do not want dealers to utilize CoreBloc for this campaign. CoreBloc uses different shipping techniques, and prints different documents and shipping instructions, than what we are requiring for this recall. To eliminate any confusion on shipping core pumps, CoreBloc will not be used. The pump part number will not be a valid part number within CoreBloc. Q: Then if I m not using CoreBloc, how do I track my core credits against the pump core I ve shipped back? A: Mazda will use information supplied on the blue parts return tag and the dealers Repair Order to match part receipt at the Mazda Remanufacturing facility with the warranty claim. When the part Page 9 of 10

25 ATTACHMENT II PARTS INFORMATION Voluntary Safety Recall 6010H receipt and warranty claim information matches in the computer system, dealers will be reimbursed the core charge. Page 10 of 10

26 ATTACHMENT III WARRANTY INFORMATION Voluntary Safety Recall 6010H WARRANTY CLAIM PROCESSING INFORMATION Replace the Power Steering Pump and Lines (US-Spec vehicle) Warranty Type R Symptom Code 99 Damage Code 99 Process Number AA030A Part Number Main Cause / Quantity BPY / 1 Related Parts Number / Quantity Labor Operation Number Labor Hours BBM ZR / / A / 10 (*) E-01 / 1 XXF3SARX 1.5 hrs Note: If the return hose (BP4L ) and/or Hose Clamp ( P) are replaced during repair due to damage, claim them also as related parts. (*) Note: Part number A will reimburse the value of one quart of BP DMV ATF (P/N DM) required for flushing the system. Towing For customers outside the Mazda New Vehicle Limited Warranty term, towing charges for verified C1099 concerns must be submitted as a sublet to the warranty claim. Sublet Towing: Sublet Invoice Number Sublet Type Code Sublet Amount Number from Towing Invoice or Dealer Purchase Order K1 Amount from Towing Invoice Page 1 of 2

27 ATTACHMENT III WARRANTY INFORMATION Voluntary Safety Recall 6010H RENTAL VEHICLE 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. We fully recognize this is a challenging request. However, we need dealer assistance to help us make this recall the best it can be. Please follow the Rental Vehicle Quick Reference Chart below to determine rental eligibility. Rental Vehicle Quick Reference Chart Condition Parts Available Parts not Available from Mazda A. Customers who have received 2nd letter and not experienced C1099 B. Customers who have not received 2 nd letter and not experienced C1099 Rental is covered if customer has no alternative means of transportation (1 day limit) Rental is covered until parts arrive if customer refuses to drive their vehicle, and customer has no alternative means of transportation Rental is not covered (Exceptions require DSM approval) C. Experienced C1099 Rental is covered until repair completed if customer has no alternative means of transportation Rental Car Warranty Claim Information Please submit rentals on a separate claim problem number as follows: Rental Agency Vehicle Dealer Loaner Car Fleet Vehicle Warranty Type Code A A Symptom Code Damage Code Part Number Main Cause A A Part Quantity 0 Number of days loaner car was used Mazda pays $35.00/day Labor Operation Code MM024XRX MM024XRX Labor Hours Sublet Rental Car Sublet Invoice Number Number from Rental Invoice or Dealer Purchase Order Sublet Type Code Enter Z9 (other) Sublet Amount Up to $30.00 per day for the number of days customer had rental car Sublet Text Number of days rental car was supplied to customer Page 2 of 2

28 MAZDA3 AND MAZDA5 POWER STEERING VOLUNTARY SAFETY RECALL ATTACHMENT IV 6010H MAZDA3 AND MAZDA5 POWER STEERING VOLUNTARY SAFETY RECALL 6010H A. VEHICLE INSPECTION PROCEDURE 1. Verify that the vehicle is within the following ranges: Year Range ( ) Model (Mazda3 vehicles (NOT including Mazdaspeed3) and Mazda5) Produced (April 2, 2007 and November 30, 2008) VIN Range: For Mazda3 (2007: JM1BK**** ; All 2008; 2009: JM1BK**** ) and for Mazda5 (2007: JM1CR**** ; All 2008: JM1CR**** ; 2009:JM1CR**** ). - If the vehicle is within the above range, proceed to step 2. - If the vehicle is not within the above range, return the vehicle to the customer or inventory. 2. Perform a Warranty Vehicle Inquiry using your emdcs System and inspect vehicle for a Campaign Label 6010H attached to the vehicle s hood or bulkhead. Refer to emdcs System - Warranty Vehicle Inquiry Results table below. NOTE: Verify Recall number as the vehicle may have multiple Recalls. campaign_label CAMPAIGN LABEL emdcs System - Warranty Vehicle Inquiry Results If emdcs displays: Campaign Label is: Action to perform: 6010H OPEN 1326b CAMPAIGN NO: DEALER CODE: DATE: P/N A-06 Present Not present Contact the Warranty Hotline at (877) to update vehicle history. Proceed to B. REPAIR PROCEDURE OUTLINE. 6010H CLOSED Present Return vehicle to customer. Not present Proceed to F. CAMPAIGN LABEL INSTALLATION. 6010H is not displayed Does not apply Recall does not apply to this vehicle. Return vehicle to customer. Page 1 of 17

29 B. REPAIR PROCEDURE OUTLINE ATTACHMENT IV 6010H 1. Flush pump / lines and steering rack with 2.5 gallons (10 quarts) of BP DMV (Domestic Multi Vehicle) ATF. CAUTION: To prevent contamination, do not use any other ATF besides the supplied 55 gallon BP DMV ATF with new drum oil pump. 2. Remove the electric power steering oil pump assembly (A) and No.1 pipe (B). 3. Replace the power steering oil pump unit (shaded part of A) on the pump assembly with oil pump kit. 4. Install the repaired power steering oil pump assembly and new No.1 pipe. 5. Fill the pump reservoir with M5 fluid and bleed air from the line. IMPORTANT! POWER STEERING PUMP CORE RETURN PREPARATION NOTE: Because replacement pumps are remanufactured, immediate core returns are critical to the reman process. Dealers are requested to return core pumps the same day as the repair. Every new reman pump will include a UPS Core Return Shipping Label, a blue warranty tag and a plastic shipping bag. Make sure to package the power steering pump core and deliver to your parts department immediately after repair is complete. Page 2 of 17

30 C. FLUSHING KIT PREPARATION ATTACHMENT IV 6010H 1. Remove the cap from the 5 gallon container. NOTE: The spigot is not used for this kit. You can either keep it or discard it. 2. Drill a 5/8 hole through the center of the closed end of the cap from the back side, preferably with a step drill bit. Be careful to not damage the threads. Then clean off any loose or hanging plastic debris from the cap. CAUTION: All small plastic particles need to be cleaned off the cap after drilling because just a fraction of contamination (about micron) might damage the pump. 3. Wrap Teflon tape around the threads of the connector. Page 3 of 17

31 ATTACHMENT IV 6010H 4. Insert the threaded part of the connector into the threaded part of the cap and tighten with channel locks if needed. 5. Attach the 5/8 vinyl hose to the connector in the cap using the supplied clamp. NOTE: The 1/2 vinyl hose is used as a drain hose for the power steering system DO NOT discard. CAUTION: Extreme care must be taken to avoid contamination of the 5 gallon container because just a fraction of contamination (about micron) might damage the pump. Always keep the 5 gallon container opening closed using the cap fitting. Page 4 of 17

32 ATTACHMENT IV 6010H D. FLUSHING PROCEDURE 1. Raise the car on a hoist and remove the right front wheel. 2. Remove the engine side splash shield with the under cover. 3. Disconnect the front half of mudguard then bend it backwards for working space. Page 5 of 17

33 ATTACHMENT IV 6010H 4. Install a fender cover to protect paint, then secure the mudguard to the hood hinge using a bungy cord or rope. NOTE: Ensure the mudguard does not contact the brakes or strut assembly. 5. Set the waste bucket or container (A) near the power steering pump. G E F B C D A 2169i 6. Remove the return hose (B) from the return pipe (C) and connect a drain hose (D) to the return pipe with a hose clamp. Rubber hose B should stay attached to the pump reservoir on one end, and temporarily plugged on the other. 7. Lower the vehicle (it is not necessary to set the tires on the floor). 8. Fill the 5 gallon container (G) with 10 quarts (2.5 gallons - marked on the side of the 5 gallon container) of new BP DMV ATF from the 55 gallon drum. Power steering fluid specification: BP DMV (Domestic multi-vehicle) ATF. CAUTION: To prevent contamination, do not use any other ATF besides the supplied 55 gallon BP DMV ATF with new drum oil pump. 9. Remove the reservoir and hose (E) from the pump. 10. Place the 5 gallon container (G) above the power steering pump, then connect the suction hose (F) to the power steering pump. NOTE: It would be best to place the 5 gallon container on a transmission jack at an angle to ensure all fluid drains from the container. Position the container so that the suction hose is tilted downwards and does not kink. Secure the suction hose (F) with hose clamps to avoid it from disconnecting. Page 6 of 17

34 ATTACHMENT IV 6010H 11. Start the engine and turn the steering wheel back and forth to move the fluid through the gear box and the pipe assemblies. Stop the engine as soon as all 10 quarts of fluid has been used up, which can be seen in the 5 gallon container and through the clear vinyl suction hose. DO NOT turn the steering wheel if the fluid is gone from the container and no fluid is shown in the suction hose. NOTE: The pump will draw 10 quarts of fluid in about 2 minutes. Within 2 minutes, turn the steering lock to lock (20 seconds each lock to lock) at least 6 times, or until the fluid is gone from the fluid container. A continuous flow of 10 quarts of fluid is required for best results. CAUTION: Make sure NOT to suck any air into the power steering system while flushing, otherwise the system could be damaged. If needed, have another person stand by the 5 gallon container and make sure that the fluid is flowing smoothly during the flushing and signal when the container is empty. Make sure that the other person (driver) stops the engine before the fluid completely runs out in the container. 12. Remove suction hose (F) from power steering pump. 13. Remove drain hose (D) from return pipe (C). 14. Recycle the waste oil according to local regulations. Page 7 of 17

35 E. PUMP AND PIPE REPLACEMENT PROCEDURE ATTACHMENT IV 6010H Outline of this procedure: Replace the pump unit (A) of the electric power steering oil pump assembly and No.1 pipe (B), reusing the original reservoir (C) and return hose with clamp (D). NOTE: If a new return hose comes with the pipe assembly, use the new return hose. 1. Remove the battery cover (if equipped). 2. Disconnect the negative battery terminal. 3. Remove the No.1 pipe assembly (B). NOTE: Disconnect the return hose (D) from the No.1 pipe and leave it attached to the steering gear. Page 8 of 17

36 ATTACHMENT IV 6010H 4. Remove the pump in the order indicated in the table: 1 Pressure pipe 4 Bracket 2 Electric power steering oil pump and bracket component 3 Electrical connector NOTE: The connector can be easily disconnected after the power steering oil pump and bracket component is removed from the frame and lowered. 5 Return hose 6 Reservoir and hose. NOTE: This was previously removed during FLUSHING PROCEDURE D. Install reservoir and hose onto pump assembly before installing complete pump / motor assembly into vehicle. NOTE: CAUTION: It is not necessary to perform Programmable Module Installation (PMI) when using the Oil Pump Service Kit because the control module is not being replaced. Steps 6-8 are for replacement of the oil pump of the electric power steering oil pump assembly. Before performing the steps, inspect the EHPAS control module and motor visually, and replace the electric power steering oil pump assembly if a malfunction or damage is found. The internal parts of the EHPAS control module and motor could be damaged if they receive an impact. Be careful when handling the EHPAS control module and motor to prevent it from impacting anything. Replace the electric power steering oil pump assembly if it has received an impact. Be careful not to allow fluid or foreign matter to enter the MCU after separating it from the hydraulic pump. If foreign materials or fluid other than ATF get inside the MCU and can be seen in the open hole, replace the MCU with a new one. If some amount of ATF accumulates in the MCU and can be seen in the open hole, drain the fluid from the hole by turning the MCU upside down. There is no need to replace the MCU. Residual ATF is acceptable. Refer to TSB /11 for more details. Do not use a vise to secure parts as the EHPAS control module or the motor could be damaged. Page 9 of 17

37 ATTACHMENT IV 6010H 5. Place the plastic protective cap over the power steering motor electrical connectors to protect the terminals. 6. Drain the power steering fluid. After draining the power steering fluid, wipe off any fluid remaining around the port area of the power steering oil pump using a clean rag. 7. Disassemble in the order indicated in the figure. 1 Power steering oil pump (See Power Steering Oil Pump Disassebly Note) (See Bushing, Power Steering Oil Pump Assembly Note) 2 Bushing (See Bushing, Power Steering Oil Pump Assembly Note) 3 O-ring (See O-ring Disassembly Note) (See O-ring Assembly Note) 4 EHPAS Control Module and Motor Page 10 of 17

38 8. Assemble in the reverse order of disassembly. POWER STEERING OIL PUMP DISASSEMBLY NOTE a. Remove the power steering oil pump installation bolts (4). CAUTION: ATTACHMENT IV 6010H DO NOT remove / loosen the motor to control unit bolts. Once they are loosened, they cannot be retorqued properly. If the bolts are loosened or removed, replace the motor and control unit. NOTE: Remove the control module and securely set on clean rags or a mat so that the EHPAS control module and motor do not get scratched. b. Remove the power steering oil pump from the EHPAS control module and motor. CAUTION: If the pump (A) and housing (B) become separated when removing the power steering oil pump, the housing could fall and damage the part. When removing, be careful to not allow the pump and housing to become separated. Page 11 of 17

39 CAUTION: ATTACHMENT IV 6010H Be especially careful that foreign material and fluid other than ATF does not get on the area shown in the figure as it could enter the EHPAS control module and motor, and then damage the motor by shorting it out when removing the power steering oil pump. If corrosion is found on the mating surfaces between the EHPAS control module and motor, refer to TSB /11. O-RING DISASSEMBLY NOTE: a. Remove the O-ring. CAUTION: When removing the O-ring, do not use a screwdriver or similar tool as it could damage the O-ring installation area of the motor. If the O-ring installation area is inadvertently damaged, replace the electric power steering oil pump. b. Wipe off any fluid from around the oil pump installation surface of the EHPAS control module and motor using a clean cloth. O-RING ASSEMBLY NOTE: a. Verify that no foreign material is adhering to the O-ring installation area and assemble the O-ring. CAUTION: If there is foreign matter adhering to the O-ring installation area, carefully remove it so that the O-ring installation area is not damaged. If the O-ring installation area is inadvertently damaged, replace the electric power steering oil pump assembly. Page 12 of 17

40 ATTACHMENT IV 6010H BUSHING, POWER STEERING OIL PUMP ASSEMBLY NOTE: a. Before assembling the bushing, verify that there is no fluid or foreign matter adhering to the oil pump installation surface of the EHPAS control module and motor. Wipe off any fluid or foreign matter using a clean cloth. b. Install the bushing (A) to the EHPAS control module and motor shaft (B) with the chamfer area (C) oriented to the power steering oil pump side c. Insert the pump shaft of the power steering oil pump into the bushing and temporarily install the power steering oil pump. NOTE: The new power steering oil pump is secured to the pump and housing with a temporary band. Temporarily install it with the band left on. d. Rotate the pump left and right in the area shown (A) so that the pump shaft securely engages with the bushing on the motor shaft and the temporary band (B) does not contact the motor housing. Page 13 of 17

41 ATTACHMENT IV 6010H e. Remove the band and tighten the power steering oil pump installation bolts using a hexagonal bit socket with a bit area length of 90 mm (3.5 in.) or more (A). Tightening torque: 7-10 Nm ( kgfcm, in-lbf) NOTE: Install the control module with it securely set on clean rags or a mat so that the EHPAS control module and motor do not get scratched. 9. Remove the plastic protective cap from the power steering motor electrical connectors. 10. Install the electric power steering oil pump assembly in reverse order of removal. Refer to table in this section. Page 14 of 17

42 ATTACHMENT IV 6010H 11. Install the new No.1 pipe, installing the connecting bolts (B) with new gaskets (C). A A 12. Attach the return hoses (A) to return pipes. 13. Refill the reservoir with power steering fluid. CAUTION: To prevent contamination, do not use any other ATF besides the supplied 1 quart bottles of ATF M-5. Power steering fluid specification: ATF M Reconnect the negative battery terminal. Page 15 of 17

43 15. Bleed air from the system according to Steps a~g below. CAUTION: ATTACHMENT IV 6010H Do not maintain the steering wheel fully turned for 5 seconds or more. It is possible that oil temperature can rise and this will negatively affect the oil pump. a. Turn the steering wheel fully to the left and right several times. b. Reinspect the fluid level. If the fluid level had dropped, add fluid. c. Repeat steps a and b until the fluid level stabilizes. d. Start the engine and let it idle. e. Turn the steering wheel fully to the left and right several times. f. Repeat step e until the fluid is not foamy and the fluid level has not dropped. g. Inspect the fluid level and if the fluid level has dropped, add fluid to a level between MAX and MIN of the reserve tank. 16. Confirm the repair by starting the engine and inspecting for fluid leaks and that there is no power steering warning lamp indicator illumination on. 17. Clean any spilled fluid residue from vehicle. 18. Reinstall the front half of mudguard. 19. Reinstall the splash shield with the under cover. 20. Reinstall the right front wheel. 21. Using IDS, check and erase any stored codes. 22. Proceed to F CAMPAIGN LABEL INSTALLATION. IMPORTANT! POWER STEERING PUMP CORE RETURN PREPARATION NOTE: Because replacement pumps are remanufactured, immediate core returns are critical to the reman process. Dealers are requested to return core pumps the same day as the repair. Every new reman pump will include a UPS Core Return Shipping Label, a blue warranty tag and a plastic shipping bag. Make sure to package the power steering pump core and deliver to your parts department immediately after repair is complete. Page 16 of 17

44 F. CAMPAIGN LABEL INSTALLATION ATTACHMENT IV 6010H 1. Fill out a blue Campaign Label ( A-06) with Campaign No: 6010H, your dealer code, today s date. CAMPAIGN LABEL P/N A b 2. Affix it to the hood or bulkhead as shown: CAMPAIGN NO: DEALER CODE: DATE: campaign_label 3. Return the vehicle to customer. Page 17 of 17

45 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 Mazda3 or Mazda5 vehicle built between April 2, 2007 and November 30, You have paid for the inspection, repair or replacement of the power steering system due to a defect with the power steering. 3. You have an original or legible copy of the paid repair order or invoice receipt showing: Description of the concern reported Inspection, repair or replacement of the power steering system Vehicle model and year, and vehicle identification number (VIN) Your name and address at the time of repair 4. Mail this reimbursement application form in the enclosed envelope to: Mazda North American Operations Attn: Recall Reimbursement Dept P.O. Box Irvine CA Procedure for Reimbursement Request Once your vehicle has had the power steering system repaired by an authorized Mazda dealer due to a defect with the power steering, 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. 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 the repair or replacement of the power steering system due to a defect with the power steering. 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)

46 REIMBURSEMENT APPLICATION FORM Mazda3 and Mazda5 Power Steering Voluntary Safety Recall 6010H (Please type or print) Name: First Middle Last Address: Street Address City State Zip Code Phone Number: Home: Work: Vehicle Identification Number (VIN): (17 digits in length) Total Amount of Reimbursement Requested:. Dollars Cents General Release I am submitting to Mazda Motor Corporation ( Mazda ) a claim for reimbursement for all repair or replacement of the power steering system performed to date in connection with a defect with the power steering. The vehicle identification number (VIN) is: VIN: INSTRUCTIONS FOR GENERAL RELEASE DESCRIBED BELOW: Please read thoroughly Fill in vehicle identification number Sign the General Release (below) 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)

47 PUMP CORE RETURN INSTRUCTIONS In order to maximize availability of the reman pump, and to maintain a positive flow of the pump cores to Mazda s Remanufacturing facility, immediate core return is critical to this process. Dealers are requested to return pump cores the same day as the repair, using the box and packaging included with the ordered part. For pump core returns not using this process, and/or pump cores not received within 30 days of the repair, warranty claims may be subject to debit. Every pump ordered includes the following within the package: UPS Pre-Paid Return Shipping Label Blue Warranty Tag Plastic Shipping Bag Pump Core Return Instruction Sheet Dealer Pump Core Return Process Steps: 1. Drain fluid from the pump core. 2. Newly ordered reman pumps are shipped to dealers using two possible packaging styles: a. If the part shipped to the dealer was packaged in a plastic shipping cradle, place the pump core into that same shipping cradle and place both into the plastic bag provided in the new part box. Seal bag tightly. b. If the part shipped to the dealer was packaged in a cardboard honeycomb, place the pump core into the plastic bag, seal tightly and insert both into the cardboard honeycomb packing material. 3. Put pump core and packaging into original box of the part shipped to the dealer. 4. Using the blue tag provided in the original part box, write: a. Vehicle Identification Number (VIN) b. Repair Order (RO) number c. Dealer Name d. Dealer Code 5. Copy the Repair Order (RO) and staple it to the blue tag. 6. Insert blue tag and Repair Order copy into the pump core shipping box. 7. Seal box with standard shipping tape. 8. Affix UPS shipping label provided in the box originally shipped to dealer: a. Remove backing material exposing adhesive and place on sealed box. 9. Ship the pump core using the next UPS delivery truck arriving at your dealership. Note: Do not use CoreBloc to return this core. 10. Close Repair Order using normal dealer processes. 11. Submit warranty claim using normal dealer processes.

48 NEW RECALL 6010H PARTS ORDERING WEB PAGE ORDER INSRUCTIONS *** For ordering Power Steering Oil Pump, Pipe No. 1 and Gaskets *** Mazda has developed a new web page for automated ordering of Recall 6010H power steering pumps, No.1 pipes, and gaskets. This new screen will be available in MXConnect starting Sept. 15 th, Access the screen via MXConnect Service, Parts, or Warranty page: Recall 6010H, Mazda3 and Mazda5 Power Steering -- Parts Ordering You will be prompted for your Web Single Logon (WSL) login ID and password. Once entered, the following screen will display: Page 1 of 5

49 Valid recall VINs are required for your order request. You may enter up to 5 VINs on each order request screen. Enter the number of VINs, from 1 to 5, in the box provided. Once entered, a VIN entry field will display for each VIN based on the quantity entered. Page 2 of 5

50 1. Enter the VINs for your order request. 2. Click on the appropriate Yes / No fields for: a. Vehicle Down b. Customer in Rental c. Dealer Inventory Vehicle These fields are required. Note that entry on these does not affect the order placement. It is informational only for Mazda to perform ongoing analysis on the recall. 3. Input your Purchase Order number. This is not a required field, but is highly recommended you input a PO number for your internal order management. 4. Input an alternate ship-to code, if necessary. If left blank, the system will assume your normal 000 ship-to location 5. Once all information is entered, click on the <Submit> button. 6. Click the <Reset> button at any time to clear the screen and start over. Page 3 of 5

51 After you click the <Submit> button, the system performs the following edits: VIN falls within the range of the recall VIN has not been previously entered VIN has not been previously repaired under the recall or the TSB /10. All Yes/No buttons have been selected. Once edits are passed, an order request is approved and sent to Mazda. Important Notes: All orders placed using this website will be CSO. Freight fees waived. Orders are placed at the VIN level. Each VIN will have a separate order. Orders placed after the CSO order cut-off (3pm at Parts Distribution Center local time) will be filled and shipped the following business day. Mazda collects all order requests hourly, and places orders for those requests in the system (actual order placement is not immediate). Page 4of 5