Only one of the Detroit Three automakers distinguished itself, and that might be a quirk.
Luxury brand Porsche and populist Chevrolet lead initial quality reports for 2013 models. As a manufacturer, General Motors leads other automakers by far. These claims come from the latest J.D. Power and Associates IQS – Initials Quality Survey – that polled more 83,000 owners after 90 days of experience with their new car or light truck.
Some of the GM results appear to come from a statistical quirk that reflects the age of its high volume pickup trucks and other models without the latest electronic devices, at least until the 2014 models just being introduced are included next year in the latest generation of a benchmark survey. Nevertheless, General Motors took eight model-level awards, including five for Chevrolet in a widely touted survey that goes back 27 years to 1987.
Porsche, the highest among nameplates included in the study averaged 80 problems per 100 vehicles. GMC ranks second with 90 pp100, and Lexus ranks third with 94 pp100. Infiniti (95 pp100) and Chevrolet (97 pp100) round out the top five positions.
Honda, Kia, Mazda and Porsche each receive two model awards. Chevrolet models receiving an award are the Avalanche, Camaro, Impala, Silverado HD and Tahoe. Honda received awards for the Civic and CR-V; Kia for the Soul and Sportage; Mazda for the Mazda2 and MX-5 Miata; and Porsche for the Boxster and 911.
Also receiving segment awards are Acura TL; Buick Encore; Cadillac Escalade; Chrysler Town & Country; Ford Mustang; GMC Sierra HD; Hyundai Genesis Sedan; Infiniti FX; Mercedes-Benz GLK-Class; Nissan Murano; Smart Fortwo and Toyota Camry.
If you are looking for a real star here, it is the Lexus, Toyota’s luxury brand. The Japanese built Lexus LS flagship ranks highest in the Large Premium Car segment at 59 pp100, the lowest average problem level among all models in the study.
Overall, initial quality for the auto industry now averages 113 problems per 100 vehicles in the fourth generation of the survey that was modified this year to include the latest electronic devices and controls that were unheard of just a short while ago. The IQS study finds that many of the problems owners have with their vehicles now relate to the so-called driver interface, which includes voice recognition or hands-free technology, as well as Bluetooth pairing for mobile phones, and the navigation system, among other benefits or curses of modern automotive life.
Nearly two-thirds of the problems experienced on 2013 models in the first 90 days of ownership are related to the vehicle’s design, as opposed to components that malfunction. For example, the component may be working as designed, but owners deem it a problem because it may be difficult to understand or operate. The classic example here is Ford’s MyTouch system that continues to keep its quality far below average, and has enraged owners and Consumer Reports, among others, in spite of claimed tweaks. Ford appears to have the hamster on a wheel problem. While it is modifying MyTouch, it is making it available to many more buyers. The upshot is lots of motion, but no progress.
Because design problems are not the result of a breakdown or malfunction, just 9% of these problems are taken to a dealership within the first 90 days of ownership that IQS measures. When owners take their vehicle to a dealership for a design-related issue, the problem is fixed only 13% of the time – enraging the owners.
In contrast, 28% of owners who experience a defect or malfunction with their vehicle within the first 90 days of ownership take it to a dealership, and 42% of the time, the dealership is able to fix the problem.
“Automakers are investing billions of dollars into designing and building vehicles and adding technologies that consumers desire and demand, but the risk is that the vehicle design, or the technology within the vehicle, in some cases may not meet customer needs,” said David Sargent, vice president of global automotive at Power during an Automotive Press Association meeting at the Detroit Athletic Club.
“Keep in mind that automakers are trying to design vehicles that appeal to a broad array of consumers, and what works for the majority may not work for all. The successful companies will be those automakers that find a way to give customers the technology they want while at the same time making it sufficiently intuitive so all customers find it easy to use,” Sargent said.
