Lexus car owners are happiest with your dealer

Paul A. Eisenstein, the Detroit Bureau - 1 day

Of course, these car dealers simply are fun. But a new study suggests that American motorists, and large are satisfied with the service that they deliver are.

Lexus led for the fifth year in a row power customer service index watched closely the j.d, a measure like good dealer owner for the performance of its specialty stores are expectations. Detroit-based GMC, meanwhile, jumped into the lead among the mass-market brands, according to the market research firm.

The annual index found that customers more meet service in General, traders especially with the service by factory-approved retailers compared with independent facilities.

"Manufacturers have made large investments in their retail programs, and dealers have significant investments in the key customer touch points - people, improved processes, and customers waiting areas - which are profoundly positive impact on its customers have", said Chris Sutton, the JDPA, senior Director responsible for the 2013 survey.

The index focuses on what happens, if the vehicle owner visit a Service Department for either maintenance or repairs, asks about five specific areas of work: service quality, service initiation, service advisor, service facility and vehicle pick up.

While electrical outlets may be a traditional source of distrust and the complaints dealer service departments and independent repair, the results show the latest survey significant improvement in recent years. The average score was 797, on a 1,000-point scale, up from 787 last year and a 29-point win from 2011.

Toyota Lexus luxury brand maintained its winning streak in the 2013 index with a score of 862. Cadillac was second place, with 858 points, followed by Jaguar, Acura and Infiniti. In particular Hyundai Equus models as an independent brand - were for sale, which it once as - the model would Lexus have outscored.

Three of 11 luxury brands improved their scores by at least 20 points. So has five of the established Marques.

Among the mass-market brands, GMC landed a score of 819, followed by Mini, Buick, Chevrolet and Volkswagen.

Clearly, owners said that they were generally more satisfied with the service, they got connected with one of the big car manufacturers not by independent facilities equipment.

Average the owner visited a dealer Service Department the consumer index study on an average of 2.6 times a year, usually for maintenance not for repairs.

Overall satisfaction was particularly high among these motorists receive routine maintenance. This suggests that the automotive industry makes dips as it shifts focus away from traditional repair business. With today's cars with better quality and reliability than ever before more retailers emphasize, that it employs such things as oil change or tire rotation to their mechanics and the cash registers ring.

Perhaps some reflecting belt-tightening as the economy continues to struggle, found the 2013 index customers spent less private visits to the workshop, an average $118 $125 from the previous year. This may reflect the fact that many makers add routine maintenance on their traditional coverage have.

To satisfy customers, has a number of advantages. It not only more sales but generates increased customer loyalty, according to Director Sutton JDPA. The index of survey participants, usually 38 percent said they will buy "definitely" a vehicle with the same brand when it's time, trade. That jumped to 59 percent for customers who said they were "delighted" by the service from your dealer supplied.

"The experience has a profound influence on vehicle, not only where they take your car the next time you need maintenance or repairs, but also on their next purchase of the vehicle," said Sutton. "Dealers know this, and most will take appropriate measures to ensure that their customers the best experience in the sales and service pages of memory possible."

The study includes responses from 91,000 owners from 2008 to 2012 model year vehicles.

Copyright © 2009-2013, the Detroit Bureau

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Ford warns some escape owners to stop, driving

The Detroit Bureau

The new 2013 Ford Escape is facing its second recall in only a week-this one interfere with 11,500 vehicles.

By Paul A. Eisenstein, the Detroit Bureau
Ford Motor Co. advises owners of an estimated 11,500 new escapes to park their vehicles until they line leaks can be repaired by dealers due to potential fuel, could cause fires.

New 2013 escape crossover can commercial vehicle Ford's well with consumers but security have made not so good with the supervisory authorities of the Federal Republic, after that recall Detroit maker the second, on which the new model announced in less than a week. Earlier versions of the escape are assemblies also because of concerns about potentially sticky accelerators.

Remember the latest escape is aimed specifically at new 2013 models with 1.6 liter engine of the manufacturer. Other versions are not in the recall, involved where Ford takes the unusual step questions owners can be not made with the vehicle repairs. Retailers offer a loaner vehicle for free and to handle the transport of vehicles to the service bays for repairs.

Reminds in contrast to most where decision makers take up to one month begin to notify owners repair, urges immediate action in this case Ford the manufacturer's safety after Ray Naevi, Assistant Director operations. "As soon as possible repair our intensive investigation and testing the identified problem, and we are moving us vehicles for our customers." "In the meantime, it is extremely important that the affected customers can't ignore this product recall and contact your dealer immediately."

The manufacturer says he knows no injuries as a result of the defect but does not specify when, or may have taken place as many fires due to the possible fuel line leaks.

Ford owner wants to act quickly, not to wait to get the normal notification process. Owners of the 11,500 asks her 2013 escapes from the recall covered, to contact its customer relations at 1-866-436-7332-Center or go online to www.fordowner.com how to do.

The latest announcement is a further blow to the popular escape line. The new crossover was the target of a recall Monday covering announced 10,000 2013 models that could experience so-called "carpet entrapment," where loose floor mats jam the pedals and lead, that the vehicle by running could control.

Meanwhile, Administration announced beginning a study of 730 000 Ford escape and Mazda Tribute SUVs from the 2001 to 2004 model years this week at the national highway traffic safety. The vehicles could sticky accelerators - ironically, as a result of repairs, which experience due to a previous callback. Still no decision about whether vehicles back order this decided.

This week headlines could a setback, as Ford wants to convince that it has solved the last quality issues it driver behind of the industry as the 2012 j.d. power quality initial survey average in such well-tracked studies have left.

But the industry, usually an increase in the number of recalls in recent months according to industry analysts. This can be the result a crackdown by federal authorities after the Toyota safety scandal of 2009/10.

Honda announced today that it by 172,000 CR-V crossover and Acura ILX limousine door locking problems would remember.

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Study: Hybrid owners unlikely to buy another

AP

According to a survey, 41 percent of Prius owners bought another gas-electric model, whether from Toyota or another brand.

By Paul A. Eisenstein, The Detroit BureauHybrid sales have been surging as fuel prices take their latest run towards record levels.  But the news might not be nearly as good as it would seem if a new study by R.L. Polk is any indication.

Despite previous sales surges tied to past petroleum price hikes the U.S. hybrid vehicle market hasn’t been able to maintain its momentum and the Polk study apparently explains why. After living with the high-mileage technology, nearly two of three hybrid owners wind up returning to a more conventional vehicle when it’s time to trade in.

“Having a hybrid in the product lineup can certainly give a brand a competitive edge when it comes to attracting new customers,” noted Brad Smith, director of Polk’s Loyalty Management Practice.   “The repurchase rates of hybrid vehicles are an indication that consumers are continuing to seek alternative solutions to high fuel prices.”

Midsize Makers Set for Shoot-out

According to Polk tracking data, only 35 percent of hybrid vehicle owners purchased another gas-electric model when trading in during 2011.

The number varied significantly depending on the hybrid owned.  Less than 20 percent of Honda hybrid owners returned to purchase another gas-electric vehicle – whether from Honda or another brand.  For the world’s most-popular hybrid, the Toyota Prius, 41 percent bought another gas-electric model, whether from Toyota or another brand.  But it’s significant that even then, nearly three of every five Prius owners did not go back for another hybrid.

Hybrid loyalty rates have also varied significantly from year to year.  During the third quarter of 2011, when fuel prices were reasonably stable, only 30.9 percent of owners traded in on another hybrid.  But when fuel prices started to surge during the final three months of last year, the loyalty rate rose to 40.1 percent.

American Teens Waiting Longer to Drive

Polk officials suggested the technology is having a hard time because of the high cost for hybrids.  Analysts note it can take as long as seven to 10 years to recover the added cost through savings on fuel. The industry is struggling to lower that so-called “payback period,” but gains haven’t come quite as quickly as forecast.

There are other factors that limit loyalty.  For one thing, there are a growing number of alternatives, including diesels – which are being offered in growing numbers – and advanced versions of conventional gasoline technology.  The 2013 Nissan Altima, for example, is expected to deliver 38 mpg on the highway, Ford’s next-generation Fusion close behind at 37 – both yielding only slightly less than the current Camry Hybrid.  Hyundai, meanwhile, boasts five different models now getting over 40 mpg on the highway.

First Drive: Dodge Charger Blacktop

Toyota hopes to boost loyalty rates with its expanded Prius “family,” which now includes the smaller Prius C and big Prius V – those being joined later this year by the Prius Plug-in.

But despite continued optimism by hybrid proponents, the technology has shown little forward momentum.

Demand for the technology – especially the dedicated Toyota hybrid line has traditionally soared and then sunk along with fuel prices, and last month saw a huge surge in Prius sales.  Whether that trend will hold when pump prices peak remains to be seen.  On an annual basis, it peaked at 2.9 percent in 2008 – the year gas hit its all-time record.  Hybrid sales slipped to 2.4 percent of the U.S. market in 2011.

“The lineup of alternate-drive vehicles and their premium price points just aren’t appealing enough to consumers to give the segment the momentum it once anticipated, especially given the growing strength of fuel economy among compact and midsize competitors,” according to Lacey Plache, Edmunds.com chief economist.

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KIA may be the best brand for car owners miser

The boxy KIA soul among the winners in a new study, the evaluation of the total cost of ownership.

By Paul A. Eisenstein, the Detroit Bureau

There are many bargain priced cars, trucks and crossovers, but that doesn't always mean that they add up to too much.  Smart shoppers know that there are many ways that can get quickly out of control costs, if you a car, insurance, fuel consumption, maintenance and repair itself.

And that is why a new study from Kelly Blue book focuses on what is really important is: the total cost of ownership.  And there the data-tracking Web site, finally, KIA is experience the clear outstanding as the top brand among all manufacturers in the whole property until is counted.  Audi was the No. 1 luxury brand total cost of ownership.

"Car buyers the vehicles on their test lists to understand the financial implications of ownership, compare with costs should last", said Juan Flores, Director of vehicle valuation for Kelley Blue book. "While a vehicle could be front less expensive, the cost of fuel for this model, insurance and other expenses that the less attractive option for your wallet in the long run make it could."

KIA scored high fuel consumption and increasing part-exchange values largely due to the, "greatly improved quality", said researchers, on products such as the soul crossover, Optima sedan and Sportage SUV KBB.  Audi was a usually not known because of the low depreciation and solid performance in a segment for great fuel economy.  Audi had a number of high-quality models, including the small car of A3, A4 sedan and Q5 SUV.

The new KBB total ownership awards contain a few surprises, in particular the Chevrolet Volt plug-in hybrid, the Nissan leaf battery-electric vehicle in the electric car category nearly defeated.  Other studies have found that consumers of the Volt first prize - approximately a $40,000 of less off a federal tax credit of $7,500.  But when you consider that the five-year total ownership closed Chevy plug-in minimal energy and maintenance costs and probably buy-back value, KBB costs are only $40.629 compared to $42.089 for the page.

This is only about $4,000 more than the juke, the total expected inventory software for the compact Nissan for $36.627, the winner in the category of compact crossover and a little more than $2,000 over the $38.476 property costs for Hyundai Sonata, the tops in the midsize car scored.

Competition was particularly hard in the segment small cars KBB mentioned, with only $400, three top-end models, disconnect the Nissan Versa squeaked out a victory with expected five-year owner costs of $29.252 - the lowest of all models in the study.

The Audi A5 is a good example of how a car that cost more front actually be the long-term bargains.  Is it more expensive than many competitors in the luxury segment reported during KBB, it had five years, $5,000 ahead of the next rival in $56.908.

As Jeep Wrangler could more expensive than offerings such as the Nissan Xterra and Toyota FJ Cruiser, but the domestic model was the clear winner in the category medium-sized sport utility, with five years of projected cost of $41.764.

The most expensive vehicle to own, which even his segment won?  This was the Lexus LS460, which won the high luxury car segment with a five year price of $90.234.  The KBB survey cited low up-front, minimum depreciation, and low cost of insurance and repair the premium sedan.

Manufacturers try to generally hybrid hype by focusing on their fuel consumption.  Can be a decisive advantage, but there is also a considerable advance premium for the additional technology. And that means that it's not necessarily the bargains seem she could.  The Honda insight, the winner in the category hybrid at $32.884 over five years was less a bargain when compared to traditionally powered options, including the Nissan versa and the slightly larger KIA soul, at $31.417 the winner in the small car class.

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GM offers free loaner to worried Volt owners

Bill Pugliano / Getty Images

Chevy Volt electric vehicles come off the line at the General Motors Detroit Hamtramck Assembly Plant in Hamtramck, Michigan.

General Motors is offering a free GM vehicle loan to any Chevy Volt owner who is worried about the possibility of a battery fire, the company said in a statement Monday.

"Any Volt owner concerned about safety can contact his or her Volt advisor to arrange for a free GM vehicle loan until resolution of the issue," GM said.

The National Highway Traffic Safety Administration said Friday that it had begun an investigation to gauge the risk of fire in the electric vehicle in case of a crash. It began the investigation after a Volt battery pack that was being monitored after a government crash test caught fire Thursday. GM was notified of the investigation on Friday.

GM defended the safety of the Volt. It said that it would start a preliminary evaluation of the Volt's battery assemblies after NHTSA test results "caused electrical fires up to three weeks after an initial vehicle New Car Assessment Program side pole crash test."

“The Volt is a five-star safety car.  Even though no customer has experienced in the real world what was identified in this latest testing of post-crash situations, we're taking critical steps to ensure customer satisfaction and safety,” said Mark Reuss, president, GM North America.

Battery fires prompt government probe of Chevy Volt

Statement from General Motors 

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