TO:

Mazda Dealership General Managers, Service Managers, and Parts Managers

DATE:

December 2015

SUBJECT:

2010 Mazda3 Dashboard Upper Panel Sticky Surface
Warranty Extension Program – Special Service Progam (SSP) 99

Mazda Motor Corporation is extending the warranty coverage for dashboards on certain 2010
Mazda3 vehicles produced from October 7, 2008 through April 28, 2010.
For certain 2010 Mazda3 vehicles, the warranty coverage for dashboard replacement for sticky
surface condition only is extended to 10 years (120 months) from the original Warranty Start
Date, with no mileage limitations. Any other condition for dashboard replacement, such as
discoloration, warp, or material splitting, is covered only for 36 months or 36,000 miles,
whichever comes first.
On certain subject vehicles that are exposed to severe environmental conditions including high
ambient temperature and humidity, the material used in the dashboard may deteriorate over
time. If there is prolonged exposure and deterioration, the dashboard could develop a sticky
surface. If a sticky dashboard surface condition exists, the dashboard must be replaced.
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
SSP99 is a Warranty Extension, not a repair campaign. Orders should only be placed
when there is a verified sticky surface condition.
Due to limited manufacturing capabilities by the supplier, owner notifications of
replacement parts availability will be conducted in phases. Mazda is working closely with
the manufacturer to provide sufficient part supply as quickly as possible.
Description

Part Number

Dashboard

BBM4-60-400H-02

Mazda North American Operations
Technical Services Division
1444 McGaw Ave.
Irvine, CA 92614-5570
www.MazdaUSA.com

Quantity
1

-Page 2OWNER NOTIFICATION
Owners of subject vehicles will be notified by first class mail beginning 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 in short supply and that a second notification letter will be provided when sufficient repair parts
become available.
This package contains important information about SSP99:
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
SSP99

WARRANTY EXTENSION
For certain 2010 Mazda3 vehicles, the warranty coverage for dashboard replacement for sticky surface
condition only is extended to 10 years (120 months) from the original Warranty Start Date, with no
mileage limitations. Any other condition for dashboard replacement, such as discoloration, warping, or
material splitting, is covered only for 36 months or 36,000 miles, whichever comes first.
CONDITION OF CONCERN
On certain Mazda3 vehicles that are exposed to severe environmental conditions including high
ambient temperature and humidity, the material used in the dashboard surface may deteriorate over
time. If there is prolonged exposure and deterioration, the dashboard could result in a sticky surface.
SUBJECT VEHICLES
Model
2010 Mazda3

Affected VIN ranges

Build Date Range
From October 7, 2008
through April 28, 2010

JM1 BL**** A1 100120 – 324924

The asterisk symbol “*” can be any letter or number.
OWNER NOTIFICATION
Mazda will notify all involved U.S. owners by first class mail 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 in short supply and that a second notification letter will be provided when sufficient
repair parts become available.
• The first notice will also advise owners that any previous repairs relating to the dashboard sticky
concern will be eligible for reimbursement if the repair was performed at owner’s expense.
Refer to the owner letter and reimbursement form in Attachment III.
PARTS INFORMATION
Parts are currently in extremely short supply. Mazda is working closely with the manufacturer to
provide sufficient part supply as quickly as possible.
Description

Part Number

Quantity

Dashboard

BBM4-60-400H-02

1

SSP99 is a Warranty Extension, not a repair campaign. Orders should only be placed when
there is a verified sticky surface condition.
WARRANTY CLAIM PROCESSING INFORMATION

Page 1 of 3

ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP99

Replacement of Dashboard
AF044A
87
9B

Process Number
Symptom Code
Damage Code
Part Number Main Cause
& Quantity
Labor Operation
Labor Hours

BBM4-60-400H-02 & 1 pc
XXL94XRX
1.7 H
Beyond New Vehicle Limited Warranty period,
and Within 10 years/unlimited mileage

Period Covered

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
Warranty Type Code
Symptom Code
Damage Code
Part Number Main Cause
Part Quantity
Labor Operation Code
Labor Hours
Sublet – Rental Car
Sublet Invoice Number

Sublet Type Code
Sublet Amount

Sublet Text

Rental Agency Vehicle
A
99
99
5555-SS-P99R
0
MM024XRX
0.0

Dealer Loaner Car Fleet Vehicle
A
99
99
5555-SS-P99L
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 2 of 3

ATTACHMENT I –PARTS AND SERVICE INFORMATION
SSP99

VERIFY THE VEHICLE IS APPLICABLE TO SSP99
1. Verify the vehicle is within the following ranges:
Model

Affected VIN ranges

2010 Mazda3

JM1 BL**** A1 100120 – 324924

Build Date Range
From October 7, 2008
through April 28, 2010

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, SSP99 is not applicable.

2. Perform a Warranty Vehicle Inquiry using your eMDCS System.
eMDCS System – Warranty Vehicle Inquiry Results:
If eMDCS
displays:
SSP99 PRELIM
LTR
SSP99 OPEN

Action to perform:
Customer has not received the “parts available” letter. Advise
customer to wait until they receive another notice advising that
replacement parts are available
Proceed to “Repair Procedure” of SSP99 only if the vehicle exhibits
dashboard sticky surface.

SSP99 EXPIRED

Vehicle is outside the warranty time limitation.

SSP99 is not
displayed

SSP99 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 3 of 3

ATTACHMENT II
2010 MAZDA3 DASHBOARD UPPER PANEL STICKY SURFACE SSP99
SSP89/RECALL TEMPLATE

A. DESCRIPTION
On certain subject vehicles that are exposed to severe environmental conditions including high ambient temperature and humidity, the material used in the dashboard may deteriorate over time. If there is prolonged exposure and deterioration, the dashboard could develop a sticky surface. If a sticky dashboard surface condition
exists, the dashboard must be replaced.

B. VEHICLE INSPECTION PROCEDURE
1. Verify that the vehicle is within one of the following ranges:

Model
2010 Mazda3
-

VIN Range
JM1 BL**** A1 100120 - 324924

Production Date Range
From October 7, 2008 through April 28, 2010

If the vehicle is within the above ranges, proceed to step 2.
If the vehicle is not within the above ranges, SSP99 is not applicable.

2. Perform a Warranty Vehicle Inquiry using your eMDCS System and inspect vehicle for a Campaign Label
SSP99 attached to the vehicle’s hood or bulkhead. Refer to eMDCS System - Warranty Vehicle Inquiry
Results table below.
NOTE: Verify SSP99 number as the vehicle may have multiple SSPs.

CAMPAIGN
LABEL

CAMPAIGN LABEL
CAMPAIGN NO:_____________
DEALER CODE:_____________
DATE:
P/N 9999-95-065A-06
campaign_label

CAMPAIGN
LABEL

1326b

Page 1 of 4

ATTACHMENT II
SSP99
eMDCS System - Warranty Vehicle Inquiry Results
If eMDCS displays:

Campaign Label is:
Present

SSP99 OPEN

SSP99 CLOSED

Action to perform:
Contact the Mazda Warranty Hotline at (877) 7276626, Option 3, to update vehicle history.

Not present

Proceed to “C. REPAIR PROCEDURE”

Present

Return vehicle to inventory or customer.

Not present

Complete a label and apply to vehicle’s hood or bulkhead.

SSP99 EXPIRED

Present or not present

Vehicle is outside warranty time limitation. SSP99 is in
effect until April 28, 2010, regardless of mileage.

SSP99 is not displayed

Does not apply

SSP99 does not apply to this vehicle. Return vehicle
to inventory or customer.

C. REPAIR PROCEDURE
Remove the dashboard upper panel (A).

Page 2 of 4

ATTACHMENT II
SSP99
NOTE: A dashboard upper panel removal video has been developed to assist you with repairs. Viewing the
video prior to the repair will give you a better understanding of the dashboard upper panel removal.
CLICK HERE to view the dashboard upper panel removal video.
1. Remove the installation bolt for the passenger – side air bag module.

2. Disconnect the connector of the passenger – side air bag module.
3. Remove the screws from the dashboard upper panel (B).

Page 3 of 4

ATTACHMENT II
SSP99
Detach the harness clips of the dashboard upper panel as shown in the below figure (with full-auto air conditioner).

4. Disconnect the solar radiation sensor (with full-auto air conditioner) connector (A).
5. Remove the solar radiation sensor (with full-auto air conditioner).
6. Remove the dashboard upper panel from dashboard upper panel frame.
7. Remove the passenger – side air bag module.
8. Install in the reverse order of removal.
9. Verify repair.

D. CAMPAIGN LABEL INSTALLATION
1. Fill out a blue “Campaign Label” (9999-95-065A-06) with Campaign No: “SSP99”, your dealer code, today’s
date, and affix it to the vehicle’s hood or bulkhead as shown in “B. VEHICLE INSPECTION PROCEDURE”.

CAMPAIGN
LABEL

CAMPAIGN LABEL
CAMPAIGN NO:_____________
DEALER CODE:_____________
DATE:
P/N 9999-95-065A-06
campaign_label

1326b

CAMPAIGN
LABEL

2. Return vehicle to customer.

Page 4 of 4

December 2015
2010 Mazda3 Dashboard Upper Panel Sticky Surface
Warranty Extension Program – Special Service Program (SSP) 99
Dear Mazda Owner:
Mazda Motor Corporation has decided to conduct a Special Service Program (SSP) to
extend the warranty coverage for dashboard on certain 2010 Mazda3 vehicles
produced from October 7, 2008 through April 28, 2010.
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 Mazda3 vehicles that are exposed to severe environmental conditions
including high ambient temperature and humidity, the material used in the dashboard
surface may deteriorate over time.

If there is prolonged exposure and deterioration,

the dashboard could develop a sticky surface.
What should you do?
If your vehicle has the above sticky dashboard condition, please wait until you will
receive another letter from Mazda notifying you that replacement parts are available.
Due to limited parts supply, we regret that we are unable to repair your vehicle at this
time. As soon as parts are available, we will re-notify you by mail.
If your vehicle does not have the above sticky dashboard condition, there is no need to
contact your dealer. We suggest you keep this letter with the vehicle’s warranty
information booklet for future reference.

Mazda North American Operations
7755 Irvine Center Drive
Irvine, CA 92618
T (949) 727-1990

What will Mazda do?
If your vehicle has the above sticky dashboard condition, your Mazda dealer will replace
the dashboard free of charge during the terms of this warranty extension program.
However, replacement parts are in short supply at this time. You will receive another
notification by mail when replacement parts are available.
What if you have already paid for the repair?
If you have already paid for repair or replacement of your dashboard due to sticky
surface concerns, 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 2010 Mazda3 vehicle built between October 7, 2008 and April 28,
2010.
2. You have paid to repair or replace a dashboard due to sticky surface concern prior to the launch of SSP99.
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 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 repaired or replaced due to sticky surface concern prior to the launch of SSP99, 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 only 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 SSP99 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
2010 Mazda3
Dashboard Upper Panel Sticky Surface
Warranty Extension Program –SSP99
(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.
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)