[UPDATE 8/28: I am able to intermittently use the app and access the website this morning. Looks like it's on its way back up? Total outage of around 8-10 days.]
[UPDATE 8/27: Mazda Accessories Marketing finally acknowledged the outage; committed to service restoration by Sept 2]
I have a 3-week old 2016 Mazda 6 Grand Touring with Techology Package. As part of the sale, I also purchased the Mazda Mobile Start option.
It was installed about 2 weeks ago.
For the last week, the service has been down.
- Cant sign into the app
- If you cant sign into the app, you can't start the car (or do anything)
- Cant log into the MMS website
- Cant even load the website
Since I assume any support contact-related information would be on the MMS website, and the website is ALSO down, I went to Mazda USA Media - Media Relations Contacts and emailed the Director of Public Relations and Brand Experience, who must have forwarded my email to Customer Care.
Here was their response:
I responded with the following:Thank you for contacting Mazda.
We received your email regarding Mazda Mobile Start and we are aware of the concerns that customer's are experiencing with not being able to access the website or app functionality. At this time we do not have an ETA on when these service well be back up, however; we are working actively with our vendor on this issue and are doing everything we can to have this resolved as soon as possible.
I apologize for any inconvenience this has caused. Should you have any additional questions or need further assistance, feel free to contact me directly at the number listed below.
Representative, Customer Experience
> 24 hours and there has been no response.This outage has already gone on for nearly a week -- the fact that a) it's still down and b) there is no ETA on service restoration is really an unacceptable period of downtime. As a paying customer, this is extremely frustrating and disappointing. Who else can I contact about this? Also how can I get refunded for some of this service?
At this point, I sent an email to every relevant contact on the Media Relations page, from public relations to product communications to the press fleet and public affairs manager. I'm re-asking the same questions essentially, but here was my message:
I am forwarding you this email thread because
1) Mazda Mobile Start service has now been down for > 1 week
2) Mazda Customer Experience has been unable to provide any information on service restoration
3) My remaining questions have gone unanswered
As I stated below in previous emails, a period of downtime such as this, for a paid service is frankly unacceptable. This outage has clearly exposed the downsides of relying on third parties and separate infrastructure for an otherwise previously simple item such as remote start. Had I instead had the traditional remote start installed on my 2016 Mazda 6 Grand Touring, I would have not had this dependency, and my system would have worked using just the remote start fob.
Who is the vendor which provides the underlying service for Mazda Mobile Start? Is their downtime actively being monitored and managed? I work in IT as an infrastructure engineer at a company serving many of the Fortune 100 --- an outage of hours would be completely unacceptable and contractually considered a disaster scenario, and here we are with MMS down for a week or more. I'm really surprised at this and it does not instill confidence in the product. This is a paid service. Depending on how this is handled, I can't say I would consider renewing this service.
Additionally, I am a member of several online Mazda communities, and plan to share this information so far as well as any subsequent updates, with the communities. These communities cover both Mazda 3 and Mazda 6 owners and potential owners, and since MMS is offered on both vehicles, and many are on the fence about whether to have this installed in their vehicles, I want to be able to report that Mazda was receptive to the feedback and responded quickly in getting services restored and making sure customers are happy with the service for which they paid.
I am looking forward to hearing back regarding my previously unanswered questions.
I'd love for a happy ending to this story, but I don't have much confidence in MMS at this point, and I'm really disappointed in the way Mazda doesn't seem to be monitoring their sites and services, and doesn't seem to be a good job of actively managing their vendors either.
Anyone else have MMS and notice it's been down for a long while?