#Quality

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.

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.

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.”

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.

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]

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 her e.

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.”

No good can possibly come from a story that starts with “Chrysler has been bumping along on a couple of flat tires in recent years.” And it doesn’t. After recommending only one Chrysler model, the RAM 1500 pickup, over the last three years, Consumer Reports tested eight Chrysler models to see how they have improved.

I designed TrueDelta’s Car Reliability Survey to provide information an average of ten months ahead of the established annual surveys. Early last December we shared with TTAC readers that ” Early data on the Ford Fiesta is not good.” Then, in early March, we stated about the 2011 Fiesta and the 2010 Taurus that ” Ford does not appear to have tested either model thoroughly enough.” The late February release on the TrueDelta site went a step farther, asking, “Is Ford slipping?” The answer last week from Ford: “Yes, but we’re going to fix it.”

I’ll refrain from editorializing at length here because I’m genuinely interested in hearing the B & B’s take on Chrysler’s attempt to overcome what was one of the industry’s worst reputations for interior quality. The question here isn’t “are Chrysler’s interiors better?” because there’s no debate on that point. The question is: given that they’re having to do a 180 for Chrysler’s reputation, are they good enough? Personally, I find some downright appealing, some quite passable and some still lacking… and my major complaint is that I feel like the firm tries too hard to project a veneer of premium-ness on even its cheaper products, which make the interiors feel less than entirely “honest.” But that’s just my take… what’s yours? Video of Chrysler’s interior design boss Klaus Brusse, talking about the changes in Chrysler’s interiors, after the jump

Thanks in part to the help of people from TTAC, TrueDelta received a record number of responses to April’s Car Reliability Survey—over 22,000. Updated car reliability stats have been posted to the site for 559 cars, up from 534 three month ago. There are partial results for another 418. These stats include car owner experiences through the end of March 2011, making them at least eleven months ahead of other sources.