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Buick, Lexus top J.D. Power survey, as vehicle service improves overall

Buick and Lexus returned to their customary place atop J.D. Power's scorecard of satisfaction with dealership service departments. In the Customer Service Index Study, out Thursday, Buick scored 860 on a 1,000-point scale for mass-market brands and has topped this ranking in three of the past four years. Lexus topped the list of luxury brands with a score of 874. Fiat and Land Rover were the bottom-dwellers in the two categories. Buick and Lexus also ranked highly in the research company's overall Vehicle Dependability Study rankings out recently. The customer experience at car dealerships has improved steadily, with the overall industry score rising in seven of the past eight years. And one statistic is particularly remarkable: 94 percent of customers say their car was fixed right the first time. The dominant area of difficulty in repairs seems to be infotainment systems. Only 80 percent of respondents said their stereo was fixed right the first time. And in last month's Vehicle Dependability Study, J.D. Power reported that infotainment systems were the most commonly reported vehicle issue, accounting for 22 percent of all problems reported, up 2 percent from the previous year. J.D. Power surveyed 70,000 customers for the Customer Service Index Study. For the Vehicle Dependability Study, it surveyed 35,186 first owners of 2014 model-year vehicles after three years of ownership. Below are charts for both the current study and the complementary overall brand dependability survey. Related video:

Lexus planning second flagship alongside LS sedan

Lexus is planning to launch another flagship to slot alongside the LS sedan, but we don't know if it will be a coupe or a crossover. The coupe has been the persistent rumor. Lexus showed the two-door LF-LC concept in 2012 and a production model could borrow its underpinnings from the LS sedan. It's tipped to wear the letters LC or to revive the SC nameplate. The previous SC launched in 1991 as a fixed-roof coupe and offered inline-six or V8 engines. It was replaced in 2001 with the SC430 that had a V8 and a folding hardtop. While the coupe idea may seem like the leading candidate, the company's ambiguity is leading to speculation that the new flagship could adopt a different body-style altogether. "We need a flagship," Lexus general manager Jeff Bracken told Reuters. "It doesn't have to be a sedan." "In addition to the LS, there could be another flagship in our lineup," Bracken said. "We'll define what it is in January." The comments suggest something will be revealed at the Detroit auto show and could open the door to a new flagship SUV or crossover. That position is currently held by the LX 570, which is closely based on the Toyota Land Cruiser. However, sales of the LX have been less than stellar. From the 14,000-plus units Lexus sold of the original LX 470 when it launched in the US back in 2000, annual sales have dropped to just over 4,000 the last few years. Mercedes regularly sells over 25,000 of its GL-Class crossovers each year in the US alone. Last year Audi sold 18,000 Q7s here despite its imminent replacement. Land Rover sold nearly 13,000 Range Rovers last year and another 18,000 Range Rover Sports. Meanwhile, Cadillac typically sells between 20,000 and 30,000 Escalades every year, down from the 50,000-60,000 it sold a decade ago. A facelift is due for the LX that ought to spike sales a little, but Lexus will need more than a refresh to catch up with those rivals. In the meantime, it reportedly plans to roll out a three-row variant of the new RX before its lifespan is over. "We don't want to wait for a next generation" to give the RX the added seating capacity many customers are demanding, said Bracken. Related Video:

Lexus gets top brand marks from Consumer Reports; Ford, Jeep hit hard

Consumer Reports has released its 2014 Car Brand Report Cards, with Lexus again reigning at the top and doing so with the same industry-topping score of 79 that it registered in last year's Report Cards. This year, the institute credited its lineup for being "usually quiet, comfortable, and fuel-efficient," noting it's the only brand on the list "to achieve an excellent average overall reliability score." The Car Brand Report Cars list is meant to rank the best all-around vehicles based on CR testing and reliability results tallied by subscribers it surveyed. Each brand included must have sufficient test and reliability data for at least three models, a standard which left out 11 marques including Fiat, Jaguar, Land Rover and Porsche.
This 2014 Brand Report Cars edition is the first of a new format in which sub-brands have been broken out from their parent brands, with Acura using this year to move up the leaderboard into second place with a score of 75 for its "reliable, well-finished and somewhat sporty models." The top three was rounded out by Audi, climbing from eighth to third by scoring a 74 for "well-crafted interiors, nice handling and good gas mileage." Audi scored highest in the road-test portion, its improved reliability aiding its rise. The top nine was completed by Subaru, Toyota, Mazda, Honda, Infiniti and Mercedes-Benz.
Ford and Jeep weighed in at the other end of the rankings, Jeep taking the lowest overall score in the road tests and hampered by "a mix of spotty reliability." Ford was sunk by reliability issues with its MyFord Touch infotainment system which consumers found troublesome enough to negate its cars earning "solid test scores" for being "very nice to drive." Perhaps the rumored switch from Microsoft to Blackberry's QNX for the next generation SYNC will help them out. Cadillac's score also took a hit for infotainment reasons after it was the leading US brand last year, the CUE system in the XTS dragging Cadillac to the bottom of all General Motors brands.