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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

Car theft skyrockets thanks to rising parts prices

Cars and trucks today have achieved a high level of average quality, with safety and technology features that keep occupants safer than ever and meet consumers' high expectations. But the National Insurance Crime Bureau finds that those components come with a rising price tag, leading to expensive repair bills — and rising vehicle thefts to support a thriving black market for parts. The nonprofit NICB said it looked at the cost of replacement parts for the top 10 stolen 2016 models, with average OEM part prices pulled from a database of more than 24 million vehicle damage appraisals generated for 2016 and 2017 insurance claims. The list did not include major components like engines or transmissions, only easily-stripped components like bumpers, doors, hoods and headlights. It found that: The 2016 Toyota Camry, which had a used market value of around $15,000, had 15 commonly replaced parts that added up to almost $11,000, not including labor, with quarter panels alone costing almost $1,600 a pair and a set of alloy wheels tallying more than $1,600. The Camry was also the top stolen vehicle in 2016 at 1,113 thefts. A 2016 Nissan Altima had 14 standard parts worth more than $14,000, including a single headlamp assembly that costs just over $1,000. The Altima was the second-top stolen vehicle in 2016 at 1,063 vehicles stolen. And the 2016 GMC Sierra pickup, which was No. 7 on the 2016 top-stolen list, rang up $21,000 from 20 standard components, including an $1,100 headlamp assembly and an $1,100 rear bumper. "For the professional theft ring, stealing and stripping vehicles for parts has always been a lucrative business," Jim Schweitzer, NICB's senior vice president and chief operating officer, said in a statement. "On today's cars and trucks, the parts are often worth more than the intact vehicle and may be easier to move and sell. That's why we see so many thefts of key items like wheels and tires and tailgates ... there's always a market for them." Check out the NICB infographic below. Vehicle thefts in the U.S. rose by more than 4 percent in 2017, based on preliminary FBI data, after rising 7.6 percent in 2016, though the overall trend has been down since vehicle thefts peaked in 1991, according to the NICB. Related Video: Image Credit: National Insurance Crime Bureau Aftermarket GMC Nissan Toyota Auto Repair Insurance Ownership auto parts car values stolen car nicb national insurance crime bureau components

Toyota wants you to meet an 'obsessed' hydrogen fuel cell engineer

Like a television-broadcasting company covering the Olympics, Toyota is looking to market its future in hydrogen fuel-cell vehicle production by taking the personal approach. In this case, the Japanese automaker is telling the backstory of Jackie Birdsall, an engineer at Toyota Technical Center who Toyota says is "obsessed" with fuel-cell technology. A Sacramento native, Birdsall is responsible for testing fuel-cell vehicles and making sure hydrogen stations fill the tanks of the cars in a "reasonable" timeframe. Long a gearhead, she attended Flint, MI's Kettering University (formerly General Motors Institute) and, among other places, worked for the California Fuel Cell Partnership before joining Toyota in 2012. Her first car was an '87 Camry. That's one personal side of Toyota's hydrogen push, and shows another way Toyota is introducing the world to this new powertrain (see also: winter performance). The nitty-gritty is made up of things like working with FirstElement Fuel Inc. on a hydrogen-refueling network in California. As for its fuel-cell sedan, which was displayed in FCV prototype form at the Consumer Electronics Show in Las Vegas in January and is due next year, Toyota said it expects the car to have a full-tank range of about 300 miles and a five-minute refueling time. That's if Ms. Birdsall has anything to say about it. Check out Toyota's press release about Birdsall below. Talkin' 'Bout a Revolution A healthy obsession leads Jackie Birdsall and TTC to the forefront of history The word she keeps using is "obsessed." Jackie Birdsall became "obsessed" with cars when she was a teenager. That made her "obsessed" with the history of auto icons like Henry Ford and Lee Iacocca. In 2003, she did an internship with Daimler-Chrysler, leading to an "obsession" with hydrogen fuel cell technology. And now, as an engineer at Toyota Technical Center, Birdsall is "obsessed" with bringing fuel cell technology to the masses. But perhaps you need to be obsessed when you're trying to change the world. After all, revolutions don't blossom from complacency. Leading an alternative fuel revolution is just what Birdsall and her partners on the Fuel Cell Hybrid Vehicle team are doing. Collectively, they're finding tangible ways to reduce fossil fuels in the automobile world and figuring out how hydrogen fuel cells can be useful and affordable. In 2015, that obsession will bear fruit when Toyota's FCV hits the markets in California, Japan and Europe.