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Category Archives: customer satisfaction
Right to Repair Bill Passes Massachusetts Senate
A version of the bill, omitting dealerships, is currently before the Massachusetts house, with unknown prospects. However, more than 100,000 citizens signed a Right to Repair ballot initiative earlier this year. If the legislature does not pass a final bill, the state’s consumers will get their own chance to vote—on the November ballot. Recent polls have shown support level for Right to Repair as high as 87%. Continue reading
Study Claims E15 Ethanol Gas Will Damage New Car Engines
At the heart of the controversy are the costs of installing E15 pumps at gas stations, which already are selling fuel with E10, as well as warranty costs at automakers, where typically powertrains are now covered for 100,000 miles. The problem for automakers and consumers comes from a regulation that applies to existing vehicles on the road, instead of a phase-in for future vehicles. While automakers are now building some vehicles that can safely run of blends containing up to 85% ethanol, CRC said the decision to move to E15 was “premature and irresponsible,” since millions of existing auto engines cannot. Continue reading
Airlines Post Record On-Time Performance but Complaints Up
Between January and March this year, the nation’s largest airlines posted their best on-time arrival rate for the first quarter of any year since the Department of Transportation began collecting comparable flight delay data in 1995. Supporters cite this as a clear example of the effectiveness of government regulation back by stiff fines. Continue reading
Honda Recalls 554,000 CR-V and Pilot SUVs for Bad Headlights
This headlight recall apparently mirrors an earlier Honda headlight recall on 143,083 model year 2007 and 2008 Fit vehicles because of a bad headlight switch, which caused the low-beams to fail and possibly start a fire. Continue reading
Customer Satisfaction with Dealer Service Improves
It seems a shift in the type of work done is largely responsible for the gains. In 2012, 72% of vehicle owners indicate their latest dealer service visit was for maintenance rather than repair, an increase from 63% in 2011. Customer satisfaction with maintenance visits is typically higher than satisfaction with repair visits, since visits for routine maintenance tend to be less expensive and less time-consuming. Continue reading
Airline On-Time Performance Improves in January
Flights to or from Phoenix (PHX) operated by Southwest or United had the dubious distinction of posting the most delays of greater than 30 minutes in January more than 50% of the time. Continue reading
Posted in aviation, customer satisfaction, news, results, transportation
Tagged airlines, auto informed, autoinformed.com, automotive news, bts, Ken Zino, on-time performance
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NHTSA Investigating Ford Taurus Runaway Throttle Complaints
Complaints allege engine speeds as high as 4,000 RPM after shifting into Park or Neutral. Some complaints report that it was difficult to slow the vehicle with the brakes during the incident and one report indicated that when the car was finally stopped, it was partially in an intersection after going through a red light. Continue reading
Ford, Lincoln Change Touch Screens after Quality Ratings Dive
While Ford keeps claiming its customers want electronic features such as MyFord Touch, saying 56% of them rate the technology as an “important” part of the buying decision, its quality and customer satisfaction ratings by users as measured from independent sources have plummeted during the three years since introduction. Continue reading
Posted in auto news, customer satisfaction, design and styling, distracted driving, news analysis, quality, safety
Tagged auto informed, autoinformed.com, automotive news, consumer reports, Ford, infotainment, Ken Zino, myford touch, mylincoln touch, quality, telematics, touch screen
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Porsche Recalls Cayenne SUVs for Headlights Falling Out
Porsche is recalling more than 20,000 four-door Cayenne SUV models in the U.S. because the headlights can become loose and possibly fall out. Globally 100,000 Cayenne SUVs are affected. Letters are now being sent to owners of the affected vehicles, Porsche said in a required filing with the National Highway Traffic Safety Administration. The repair takes approximately 45 minutes. Continue reading
Federal Regs Work as Airlines Cut Delays and Cancellations
It is a clear example of the effectiveness and the need for government regulation of industry since airline passengers were not treated fairly or getting reliable transportation until DOT put in place regulations with stiff fines to stop all too common abuses. Continue reading
Hyundai, Subaru and Lexus Lead in NADA Satisfaction Survey
The survey, conducted twice a year by the National Automobile Dealers Association, rates dealer sentiment in three areas: franchise value, automaker policy decisions that affect the dealership and the automaker’s field staff who visit dealerships. Continue reading
Hewlett-Packard Fined $425,000 for Not Reporting Defective Lithium Ion Batteries that Seriously Injured Consumers
The controversy is of interest to the auto industry since its use of lithium ion batteries in electrical vehicles and hybrids is growing at exponential rate, with millions of battery packs soon to be on U.S. roads. The National Highway Traffic Safety Administration closed its investigation of fires in Chevrolet Volt EVs last week. Nevertheless many consumers remain wary of the emerging technology and it remains to be seen if the Volt brand is damaged. Continue reading
Tougher DOT Airline Regulations Take Effect This Week
In addition, airlines will be required to promptly notify passengers of flight delays of over 30 minutes, as well as flight cancellations and diversions, and they will generally be prohibited from increasing the price of passengers’ ticket after it is bought. Continue reading
Beware of Super Bowl Air Travel Ticket Scams DOT Warns
DOT’s rules state that if a tour was described as including a game ticket and you do not receive one, you are entitled to a full refund of the entire package price upon your return. Continue reading
NHTSA Scolds Ford over Minivan Torque Converter Recall
In an unusual acknowledgement of the Ford recall (11S25 or 12V-006) just made public, NHTSA said Ford made assertions – also unusual in my experience – in its required defect filing that are untrue and violate federal safety regulations. Continue reading
