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Mystery shoppers love Infiniti, hate Tesla

Infiniti, followed by Lexus tied with Mercedes-Benz took the top two spots for best sales experience according to mystery shoppers from the latest Pied Piper Prospect Satisfaction Index, while EV manufacturer Tesla recorded the lowest overall score. Not surprisingly, premium brands dominated the top ranks. Including the three already mentioned, luxury brands occupied seven of the top ten spots and included Audi, BMW, Porsche, and the only American brand to crack the upper echelon, Cadillac. Toyota, Volkswagen, and Nissan rounded out the first ten positions. The news for domestic automakers isn't good. Aside from Caddy, the only other star-spangled automaker to score above the industry average is Chrysler. The rest of FCA, most of GM, and all of Ford fell below the line. But Pied Piper's mystery shoppers handed Tesla the biggest walloping – the company is ten full points below the next lowest brand, Volvo, and its score of 86 is 17 below the average of 103. It's baffling, considering the company's touted direct-sales model. "Tesla leaves me scratching my head," Fred O'Hagan, Pied Piper's president and CEO, told Wards Auto. "They own all of their stores, so you would think each one would be doing the same thing. But they're not. Tesla is consistent in its inconsistencies." O'Hagan added that there's a "huge variation" in Tesla's store-to-store effectiveness, and that in some cases, shoppers found showroom workers that acted more like "museum curators," Wards Auto reports. It might be popular to call Tesla the Apple of the car world, but based on Pied Piper's work, the brand has a long way to go to emulate the uniform shopping experience of an Apple Store. The news might be bad for Tesla, but even for the brands that scored below average, there's cause for celebration. Only Tesla and Mini lost points in this year's rankings, and only Mercedes and Lincoln held steady. Every other brand, including Infiniti, which topped the index for the first time, gained at least one point. The biggest improvements belong to Porsche, Land Rover, and Mitsubishi, which all jumped five points. Pied Piper's annual Prospect Satisfaction Index uses mystery shoppers – over 6,100 this year – from across the country to assess dealers and generate rankings from over 50 individual factors. News Source: Pied Piper via WardsAuto Green Audi BMW Cadillac Chrysler Infiniti Lexus Mercedes-Benz Nissan Tesla Toyota Car Buying Car Dealers study

BMW maintenance plan no longer transferrable to 2nd owner

One of the best innovations in car buying in recent years is the rise of no-cost scheduled maintenance programs. Many people feel really anxious about taking their car in for service, and these deals help mitigate that somewhat. Obviously, it's not free for automakers to implement the offers, and now BMW is altering the way its four-year, 50,000-mile Maintenance Program works for some owners. "To keep such an offer sustainable we had to make a change," said Kenn Sparks, Manager of Business Communications at BMW North America, to Autoblog via email.
The original person to buy or lease the model isn't going to see any difference, but the program is no longer transferable to a second owner, unless that person is in the owners household. Those people include includes parents, siblings, grandparents and grandchildren, in addition to someone like a spouse or children. The original owner just has to advise BMW of new user. "The program change will affect 2nd owners and for them BMW is introducing an optional full-maintenance product that covers the vehicle up to 100,000 miles," said Sparks. Scroll down to read the entire announcement.

Take a look at the shocking Rolls-Royce Next 100 concept

Rolls-Royce showed off its Vision Next 100 concept today in London, giving a look at what its vehicles might look like a century years from now. Each BMW brand will show its own concept this year; BMW's Vision Next 100 concept was an interesting mix of textile-like patterns with stretchy fenders and a very 2010s four-door coupe shape, but this Rolls-Royce concept looks more like a luxury version of a World Solar Challenge racer. The car's official title is 103EX, following the convention of recent Roller concepts. Whereas its BMW counterpart was perhaps a safe, predictable vision of the future, the Rolls is a striking vehicle and a big departure for the brand. Whether it works as a whole for you or not, it represents the kind of stylistic provocation that made ex-BMW stylist Chris Bangle a household name. While the early Bangle cars were extremely controversial, this Rolls concept is clearly the heir of his penchant for sharply creased character lines. Call the rocker panel crease flame surfacing if you want. The floating headlamps and blade-edged verticality of the fenders are classic Rolls: imposing and visually heavy, without necessarily being classically beautiful. The square, flat grille is, to my eyes, much less successfully integrated. It seems like Rolls had the perfect opportunity to evolve the trademark grille into something more contemporary. In 100 years, the brand will still need to lean on this sort of anachronism? That seems short-sighted. We'll have more on this concept from our man on the ground in London later today. Featured Gallery Rolls-Royce Vision Next 100 Concept View 27 Photos Design/Style BMW Rolls-Royce Coupe Autonomous Vehicles Concept Cars Future Vehicles Luxury