Procedures For Servicing Mazda Cellular Phones
A complete service overview flow chart is included in this bulletin (see Service Flow Chart).
1. The Role of the CSP in Servicing Mazda Cellular Phones
The cellular service provider is considered to be the "first line of defense" against cellular telephone problems. In many cases, when a customer is experiencing trouble with their cellular phone, it will have nothing to do with the cellular hardware. It is common to mistake cellular reception problems for cellular hardware problems.
Included in all new phone kits is a red colored customer information card marked "Important" (see Figure 1). This card advises customers to contact their CSP if they are experiencing distorted sound, noise/static, poor or no reception, fading, or dropped calls.
NOTE:
Dealer technicians installing the cellular phones should make sure that the "Important" customer information card is included with the cellular telephone owner's manual.
Once contacted, the CSP can determine if they are responsible for the customer's cellular trouble. Examples can include:
^ Customer account problems
^ System inadequacy due to geographic location limits
^ CSP equipment failure
2. Appointments
A. When scheduling a cellular related service appointment, determine exactly what the customer complaint is, including symptoms, duration, geographic location, time of day, etc. Precise understanding of customer complaints is the key to diagnosing problems.
B. Determine whether or not the customer has contacted their cellular service provider (CSP). It is recommended that, even if the customer claims to have contacted their CSP, a call should be made by the dealer to verify all pertinent information.
C. Try to schedule cellular service appointments early in the day. That way, if your dealership needs to order a Cellular Service Kit to repair the system, there will be plenty of time to ship the kit to your dealership via next-day delivery. Our goal is next-day service.
3. Preliminary Checks
Before ordering the Cellular Service Kit, the dealer is required to perform a series of preliminary checks on the cellular phone system. These checks involve power-up, fuses, connectors, and programming. See pages J3-16 and J3-20 of the Mazda 929 1992 Cellular Phone Troubleshooting Manual.
4. Ordering the Cellular Service Kit
Dealers may order the CSK by calling the Cellular Assistance Hotline. The following information will be required when ordering the kit:
^ Dealer code, telephone number and mailing address
^ Repair order number
^ Vehicle Identification Number (VIN)
^ Name of person requesting the CSK
^ Name of the Service Manager at the requesting dealership
^ Mechanical serial number of the customer's current phone
Once an order has been received over the CAN, Mazda will ship the CSK via UPS overnight delivery to the dealership at no charge.
5. Troubleshooting & Repairing the Mazda Cellular Phone
The Cellular Service Kit is designed to be used in conjunction with the Mazda 929 1992 Cellular Phone Troubleshooting Manual to diagnose and repair problems with the Mazda cellular phone. The troubleshooting manual consists of a series of flow charts that walk a technician through the various steps required to repair a cellular phone based on the original symptoms. Suspected faulty components are replaced with the known "good components" contained in the CSK. After the replacement has been completed, the technician then checks to see if the problem has been corrected. Once the problem has been resolved, the component that was taken out of the CSK (to replace the faulty component) is left in the customer's vehicle. The faulty component is tagged and placed in the CSK.
6. Sending the Cellular Service Kit back to Mazda
Once servicing is complete, the CSK should be shipped back to Mazda via UPS ground delivery within seven (7) working days. Dealers may submit return shipping costs via the current Warranty Freight Reimbursement Procedures (see pages 10-20 and 10-21 of the Warranty Policies and Procedures Manual for complete details).
7. Submitting a Warranty Claim
A warranty claim may be submitted to MMA Warranty Dept. via the existing MDCS procedures. Claims will be paid for labor only.