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Category Archives: customer satisfaction
John Dion to be Chief Transformation Officer at Struggling Ford
Ford Motor reported a disappointing 2022 full-year net loss of $2.0 billion. During Q4 of 2022 Ford posted an adjusted EBIT $10.4 billion, and operating cash flow $1.2 billion for the quarter, $6.9 billion for the year. This was in stark contrast to GM, which reported a record $14.5 billion in earnings for 2022. (autoinformed.com: GM Posts Record $14.5 Billion in Earnings During 2022) “We should have done much better last year,” said CEO Jim Farley at the time. “We left about $2 billion in profits on the table that were within our control, and we’re going to correct that with improved execution and performance.” Continue reading
More Ford Recalls Published – Millions of Vehicles Involved
According to the latest safety defect recalls made public this morning by the National Highway Traffic Safety Administration, aka NHTSA, Ford Motor Company is also recalling numerous vehicles that have not been published by AutoInformed. These include recalls for windshield wipers, brake calipers, brake hoses, and towing trailer tail lights. In some cases millions of vehicles are involved. Continue reading
Ford Motor Recalling Bronco SUVs Again
Affected Bronco SUVs are equipped with 8-inch low-level SYNC infotainment screens and have had a previous Ford safety recall 22C27 performed. Information as to the applicability of this action to specific vehicles “can best be obtained by either calling Ford’s toll-free line (1-866-436-7332) or by contacting a local Ford or Lincoln dealer who can obtain specific information regarding the vehicles from the Ford On-line Automotive Service Information System (OASIS) database,” Ford said in the filing. Continue reading
American Honda Recalls 450,000 Vehicles for Bad Seat Belts
Registered owners of all affected vehicles will be contacted by mail and asked to take their vehicle to an authorized Honda dealer. The vehicles covered by the safety defect recall are: 2017-2020 model-year CR-V, 2018-2019 Accord and Accord Hybrid, 2018-2020 Odyssey, 2019 Insight, and 2019-2020 Acura RDX vehicles. Continue reading
Ford Recalls Steering on Bronco Wildtrak, Bronco Raptor
Ford’s Field Review Committee reviewed the concern and approved a recall on 3 March 2023. There have been no reports of accident or injury associated with this safety defect.However, owner notification letters are not expected to be mailed until 27 March 2023. Nexteer Automotive in Auburn Hills Michigan is the supplier of the steering gear. Continue reading
Higher US Electricity Rates Lowers EV Charging Satisfaction
“Whether you’re an automaker, dealer or utility company participating in the EV ecosystem, improving the EV owner experience with respect to home charging should be a common goal shared by all,” said Brent Gruber, executive director of the EV practice at J.D. Power. Continue reading
Ford Motor Recalls 2023 Model Year Transit Vans
These vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard number 103, Windshield Defrosting and Defogging Systems, Ford said in the required NHTSA falling just made public. Ford said it is aware of 35 reports related to this safety defect received between 14 January 2023 and 11 February 2023. Continue reading
Ford Axle Recalls on 2023 F-150, Expedition, Lincoln Navigator
The driver may hear a loud noise when the pinion breaks or as the drive shaft and flange hit the frame cross member and stability bar after pinion fracture. The failure mode could occur at any time in 4×4 application but is expected to occur primarily while in reverse as the pinion is subject to higher loads. Continue reading
Toyota Recalls ~130,000 Tundra, Tundra Hybrid Pickups
In the required NHTSA filing just released, Toyota said that field surveys investigating the tonneau cover securing joint and torque studies showed that there is a possibility that the torque values of some joints in the field are lower than the amount of torque required to compress the lock washer completely. Continue reading
EV Servicing – First Power CSI Satisfaction Drop in 28 Years
You can sell EVs, but you can’t service them to the customer’s satisfaction. That’s the bottom line of the results in the J.D. Power 2023 U.S. Customer Service Index (CSI) Study,SM released today. The growing volume of battery electric vehicles (BEVs) being serviced at dealerships is having a negative effect on overall customer service satisfaction, resulting in a year-over-year decline in score for the first time in 28 years. Satisfaction with the service experience declines 2 points to 846 (on a 1,000-point scale) in this year’s study. Continue reading
NHTSA Opens Tesla Probe for Steering Wheels Falling Off
In the filing, ODI said both vehicles received an end of line repair requiring removal and re-installation of the steering wheel. A friction fit maintained the connection between the steering wheel and the column splines during operation until separation. Sudden separation occurred when the force exerted on the steering wheel overcame the resistance of the friction fit while the vehicles were in motion. Both known incidents occurred at low vehicle mileage. Continue reading
Posted in customer satisfaction, manufacturing, safety
Tagged auto industry commentary, autoinformed.com, Ken Zino, NHTSA PE23003, odi
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Nissan Recalls Rogues for Sudden Engine Shutoff
Owners are warned not to attach any accessories to their key and only use the key in the unfolded orientation until the remedy for the safety defect is available. In addition, dealers and rental fleets will be instructed on an interim remedy to insert a fastener into the key slot that will prevent the key from folding. When remedy parts are available, dealers will insert a spacer into the key slot of the customer’s key fob that will not allow the key to collapse. Continue reading
Ford Recalls Ranger Airbag Recall for Unsafe Repair
Although Ford service instructions include diagrams and instructions for proper airbag inflator installation, technicians who mis-installed the inflator told Ford they did not review the instructions prior to installation. Ford did not name the “select dealerships (responsible) and a certain third-party mobile repair team,” which discovered botched repair(s) in the required filing with the National Highway Traffic Safety Administration. Continue reading
US Electric Vehicle Satisfaction Shifting to Quality, Styling
“The electric vehicle landscape is changing quickly, and newer models are bringing in more mainstream, first-time EV buyers,” said Brent Gruber, executive director of the EV practice at J.D. Power. “Recent vehicle launches from both new brands and traditional automakers have had a profound effect on what factors are most important in the ownership experience. Today’s EV owners are looking for quality, reliability, driving enjoyment, safety and technology features.” Continue reading
NHTSA Prompts Expansion of Hyundai, Kia Fire Recall
Hyundai Motor America and Kia America have issued expanded recalls for unexpected fires on more than 570,000 vehicles. The Korean companies are urging owners to park their vehicles outside and away from homes and other structures until the recall fix is applied, The National Highway Traffic Safety Administration said today in a rare “critical recall alert,” the second one for this life-threatening safety defect. This safety recall is a direct result of NHTSA’s monitoring of recall NHTSA 22V-633, NHTSA said. Continue reading →