Three years ago I suggested that Detroit win back car buyers by doing something no one seemed to be doing: provide customer care deserving of the name. In a similar vein, Steve Lang recently asked readers whether manufacturers or the government should do more when a model commonly suffers from an expensive problem. Well, according to an article in Automotive News this week GM has strongly encouraged its dealers to pick up the tab on more out-of-warranty repairs to reward and create loyalty.

According to the article, the bottleneck hasn’t been GM—the customer care money has been there, but dealers have been too tight with it because of fears that GM would punish them if they spent it. Why did dealers have these fears in the first place? The article doesn’t say. The important thing isn’t how these fears came to exist, but that they’re currently unwarranted. One dealer calls the new “open pocketbook” approach to keeping customers happy a “seismic shift.” Problem solved?

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Remember the video of Volkswagen CEO Martin Winterkorn testing the quality of the new Hyundai i30? Thanks to Autobild, we’ve found a companion video from the Frankfurt Show, in which Winterkorn, along with VW Chairman Ferdinand Piech, gives the once-over to the new European-market Honda Civic. According to Autobild, Piech kept his nickname “Fugen-Ferdi” (Gap-Ferdi) relevant by checking the new Civic’s panel gaps. And, in contrast to the Hyundai video, the intelligible portions of Winterkorn’s commentary were less than entirely complimentary. The German magazine reports

A member of the VW entourage says that “(Honda) has had good role models.” But the big boss played down the praise for VW with a smile, and responded generously “they were once a role model for us.”

Note the use of the past tense, then contrast with Winterkorn’s reaction to the Hyundai. In just two videos you can see the balance of automotive power shifting…

According to Automotive News [sub], the automotive supplier industry is going coo-coo for center stacks. Calling it “the hottest chunk of vehicle real estate” for suppliers, AN reports that the center console has “become a California gold rush of opportunity.” Having glanced at the headline, I figured the topic would make for an interesting question: what’s your favorite center stack? If nothing else, I figured it would be an opportunity to sing the praises of my M Coupe’s stripped-down, old-school console (I realize there’s nothing more dull than a car writer praising his own vehicle, but bear with me… there’s a point coming).

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Thanks in part to the help of people from TTAC, TrueDelta received a record number of responses to July’s Car Reliability Survey—over 22,300. Updated car reliability stats have been posted to the site for 570 model / model year / powertrain (where warranted) combinations. With partial results for another 464 cars, the total is now over 1,000. These stats include car owner experiences through the end of June 2011, making them over a year ahead of some other sources.
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When an American wants to attract attention to his car & dealer woes, the tech-savvy slighted customer sets up a [name_of_dealer]sucksrealbad.com, and protests from the privacy of his webserver. The traditional types take up position in front of said sales outlet with some placards.

In China, the preferred mode of protest is by farm animal. A Chinese man called bull on his car and dealer. Read More >

Some things have been repeated so often that many people have come to accept them as facts. I tripped across one of these in Bob Lutz’s new book, Car Guys vs. Bean Counters (review on the way). Lutz offers “a curiosity I have observed several times at various stages of my career”: when the domestics rebadge an import, the resulting model has scored “way lower” in Consumer Reports reliability survey. This has been Exhibit A in the argument, also repeated by Lutz, that import owners under-report problems on surveys in order to “retroactively justify the wisdom of their purchase.” I’ve come across this claim about CR so many times in the past that it just had to be true. Then I checked.
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The Detroit News’s David Shepardson reports that GM has requested the dismissal of a lawsuit alleging rear-suspension problems on 2007-8 model-year Impalas, on the grounds that

“New GM did not assume liability for old GM’s design choices, conduct or alleged breaches of liability under the warranty, and its terms expressly preclude money damages,” the response says.

The suit “is trying to saddle new GM with the alleged liability and conduct of old GM.”

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For some time now, there’s been something of a low-scale war going on between OEMs and aftermarket parts suppliers just below the national media radar. The issue: whether or not aftermarket structural parts are as good as OEM parts. Ford has been a major proponent of the OEM-only approach, making the video you see above in hopes of proving that aftermarket parts aren’t up to the job. But the aftermarket is firing back, and they’ve made their own video in direct response to this one, which you can view after the jump.
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Our buddy Mark Whinton from Carquestions, who always manages to find the obscure problems with today’s complex automobiles, wonders: why can’t the new Jeep Grand Cherokee tell if it’s battery isn’t being charged? As he points out, this omission could leave drivers stranded if their accessory belt were to break, without ever warning them of the problem. Is Mark nit-picking? Possibly, but in this business, one lesson gets learned again and again: you gotta sweat the details. In light of Mark’s research we’re as curious as he is: did Chrysler simply overlook this, or is this a case of conscious decontenting? Over to you, ChryCo…

Mercedes-Benz is currently trying to recapture the number one position in global luxury sales, but  a quality problem on its home turf in Germany seems to be undermining confidence in the brand. Autobild reports that the M272 V6 and M273 V8 engines used a sintered steel timing chain gear made of various materials starting in 2004, but switched to conventional steel in 2006, eliminating the problem with gear wear. The problem: nobody seems to know how many vehicles built between 2004 and 2006 are affected. Mercedes claims, based on secret internal defect tracking, that one percent, or about 1,500 vehicles, are affected. If you have a vehicle with one of these engines built between 04 and 06 and your check engine light comes on, Mercedes encourages you to visit your M-B dealer rather than an independent shop, as Mercedes is offering free repairs to affected customers. And as Autobild’s Matthias Mötsch argues, when your motto is “the best or nothing,” the only answer to a situation like this is to fix 100% of the defects for free.

My 2012 Honda Civic review concluded that “the design is clunky, the materials are cut-rate, and the driving experience is so dreadfully dull that even a Toyota Prius is a blast in comparison.” Could this car have inspired the owner evangelism that made Honda a major industry player? Highly unlikely. Though most commenters shared my severe disappointment with the car, at least one found the “bashing” to be “amusing.” Perhaps Honda similarly shrugged off my critique. Some of the big car mags have ranked the new Civic fairly high in recent comparos, so by picking and choosing who they pay attention to Honda’s leaders might maintain the illusion that they aren’t hopelessly off course.

Well, if a TTAC review didn’t provide them with a strong enough dose of reality, perhaps this will: as recounted in the September 2011 issue, the new Civic tested so low in Consumer Report’s road test that they won’t recommend it. Among other things, they note that the redesigned car’s interior is cheap, the steering is devoid of feedback, and the ride feels unsettled. They also note that “the Civic’s sporty character is gone.”

A Civic that Consumer Reports cannot recommend? If this doesn’t provide Honda with a clue, I don’t know what will.

[UPDATE: Hit the jump for CR's press release]
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Another weekend has yielded yet another review of the new Ford Focus [this one from the NYT] that’s generally impressed with car but gives it huge negatives for its unruly, efficiency-tuned PowerShift dual-clutch transmission. TTAC’s been tracking PowerShift discontent since the transmission debuted in Europe three years ago, but America’s smoldering dislike of the dual-clutcher has only erupted into flames in recent months, when Consumer Reports, TrueDelta and JD Power all dinged Ford for PowerShift issues as well as MyFordTouch teething woes. And, in the teeth of mounting criticism of its dual-clutch transmission, WardsAuto reports that Ford has

sent dealers a memo with instructions to help sales and service personnel enlighten consumers about the behavioral nuances of the fuel-saving 6-speed automatic gearbox…

Although the Ford gearboxes perform as intended, customers relate the frequency and abruptness of gearshifts to their experiences with conventional automatic transmissions. Hence, a perceived problem, the auto maker says.

“What we really want to convey is their experience is something different,” [Fiesta brand manager Sherryl] Brightwell tells Ward’s, claiming there is nothing “wrong” with the car.

Because it’s not a transmission problem, it’s an enlightenment problem! Nothing to worry about Ma’am, it’s just a little bit grabby between the second and third chakras. Seriously though, TTAC wants to know what Ford thinks consumers need to know before they reach the seventh level of divine PowerShift acceptance. So don’t spin your Dharmic wheels, TTAC-reading Ford dealers… shoot us a copy [contact form here, anonymity guaranteed] and we’ll let TTAC’s Best and Brightest meditate on the problem as well as its proposed solution.

With a new generation of BMW 3-Series on the way, you expect to see plenty of photos of it testing on the Nürburgring’s Nordschleife. What you don’t expect to see: photos of it being towed through the “Green Hell.” According to Auto Motor und Sport, this prototype’s breakdown on the ‘ring is “unusual at this stage of development,” but the German publication notes that the defect that caused it is unknown. They simply write that, in the midst of a test drive, the next-gen Dreier “ran out of breath.”  Hopefully the boys at BMW will be able to suss out the problem before the new Dreier launches in Europe next year… nobody likes to see a car like the 3-Series making its way through the Nürburgring on a trailer.

Clear your mind, look deep into the results of the 2011 JD Power Initial Quality Survey, and what will you find? Based on my limited understanding of the human mind, I’d guess “something that helps prop up your established perspective on the world of cars.” But hey, feel free to prove me wrong. Meanwhile, lest we take any of this too seriously, let’s remember the wise words of Michael Karesh, who noted on last year’s results that

J.D. Power continues to assert that a low number of problems during the first 90 days of ownership should allay any concerns a car buyer might have about a car’s quality. But of course car buyers are most concerned about how a car will hold up in the long run.

Initial quality sometimes correlates with long-term durability, but there’s only a partial connection between the two. Initial quality can result from solid engineering, which will also benefit long-term durability. But strong initial quality can also follow from thorough inspections at the plant or dealer. Such inspections can catch and fix problems that happen to occur before delivery, but aren’t likely to reduce problems down the road.

Karesh’s seminal IQS critique can be found here.

Ford’s President of the Americas Mark “MKF” Fields (sorry, the joke is just too funny to let go of) is responding to recent allegations of slipping quality by Consumer Reports and JD Power, by telling Bloomberg that

We’re largely back on track on some of these early issues

He’s referring specifically to issues with the MyFordTouch system that has been the central issue in the recent quality flap, and the fix for that isn’t particularly complicated.

Ford has reworked software on MyFordTouch to prevent random rebooting that had afflicted the system, said Sue Cischke, vice president of environmental and safety engineering. The touch controls also have been recalibrated to respond more quickly to a driver’s touch, she said.

Ford is encouraging dealers to spend as much as 40 minutes training drivers to use the system.

“If you’re trying to figure it out as you’re driving, obviously that’s not a good thing to do,” Cischke said.

Ford’s problem, it turns out, isn’t so much a product quality problem as a customer quality problem… because why would consumers need 40 minutes of training on a system Ford insists they are “demanding” (despite, it must be pointed out, the government’s murmured objections)? Unfortunately for Ford, Michael Karesh argues convincingly that Ford’s quality problems go beyond the MyFordTouch issues… but because its quality was so weak before Mulally took over, at least Ford (and the “PR friendly” auto media) can continue to claim “improvement.”