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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:

Junkyard Gem: 1990 Buick Reatta Coupe

During the 1980s, General Motors worked hard to woo back American car shoppers who had defected to European luxury brands. Swanky interiors, futuristic electronics and Europe-influenced styling found their way into quite a few GM models during the second half of the decade. Pontiac had the 6000 STE, Oldsmobile offered the Toronado Trofeo, Cadillac sold the Turin-Hamtramck-built Allante, and Buick produced the sporty Reatta two-seater. Just under 22,000 Reattas were built during the 1988 through 1991 model years, and today's Junkyard Find is the fifth example I've found during my junkyard travels. The Reatta was the most expensive 1990 Buick, priced at $28,335 for the coupe and $34,995 for the convertible (or about $65,895 and $81,380 in inflation-adjusted 2022 dollars).  For that kind of money, American car shoppers in 1990 could get a BMW 325i in coupe or convertible form for $24,650 or $33,850. They could get a Saab 900 Turbo convertible for $32,995 or an Audi Coupe Quattro for $29,750. Each of those European competitors had sophisticated overhead-cam engines and grippy suspensions, but the Reatta was built on a shortened version of the chassis that went under the Barcalounger-esque Buick Riviera and its engine was the old-timey pushrod Buick V6. The 3.8-liter Buick V6 had been made quite reliable and acceptably smooth by the time this car was built, and it made 165 horsepower (just three fewer than the BMW 325i), but Buick salesmen didn't have much to brag about when showing this engine compartment to a 35-year-old youngster who had just driven a Saab 900 Turbo. The antiquated engine was problem enough, but the lack of a manual transmission served to chase off additional potential buyers. A four-speed automatic was mandatory in every Reatta. Just in case some traditional (i.e. Greatest Generation members) Buick customers might consider this glamorous two-seater, Buick scared them off with the Reatta's video-game-style digital dash and its way-ahead-of-its-time Graphics Control Center touchscreen interface. You can't win! The Graphics Control Center hardware has been grabbed from this dash (the components also fit optioned-up Rivieras and Trofeos of the same era, so junkyard shoppers pull them for resale). Naturally, a Reatta owner would want a hardwired car phone. If you really wanted to be cool in the early 1990s, you bought a Chrysler product with the amazing VisorPhone.

Kia leads J.D. Power's Vehicle Dependability Study for 2022

For the first year ever, Kia leads J.D. Power's annual Vehicle Dependability Study with a score of 145 problems per 100 vehicles. Buick (147) and Hyundai (148) round out the top three. The highest premium brand on the list is Genesis, with a score of 148. It's common for so-called "mass market" brands to lead this particular study, according to J.D. Power, as "premium" brands "typically incorporate more technology in their vehicles, which increases the likelihood for problems to occur" and aren't necessarily built to a higher standard that less-expensive brands. The highest-rated single nameplate is the Porsche 911. It's the third time out of the past four years and the second year in a row that Porsche's quintessential sports car has taken top honors. Porsche as a brand sits in seventh place (162) just behind Lexus (159) and ahead of Dodge (166). At the very bottom of the list is Land Rover with a dismal score of 284; the SUV specialist held the same unfortunate distinction on last year's list. Ram (266), Volvo (256), Alfa Romeo (245) and Acura (244) also performed poorly. The overall industry average score sits at 192 — mass market brands average a score of 190 while premium brands sit 14 points lower at 204. While Tesla is unofficially included in some of J.D. Power's results, the agency says the sample size it has access to for this study is too small to include. As has been the case for the past several years, infotainment systems dominate the list of problems reported by owners. Popular (or unpopular, depending on your point of view) complaints include built-in voice recognition (8.3 PP100), Android Auto/Apple CarPlay connectivity (5.4 PP100), built-in Bluetooth system (4.5 PP100), not enough power plugs/USB ports (4.2 PP100), navigation systems difficult to understand/use (3.7 PP100), touchscreen/display screen (3.6 PP100), and navigation system inaccurate/outdated map (3.6 PP100). While problems with the car's infotainment and technology packages are indeed bothersome, it's important to remember that such issues aren't usually leaving owners stranded with an immovable vehicle like a broken transmission or blown engine would. Culling infotainment complaints from the results would reduce the average problem-per-100-vehicle score by a staggering 51.9 points. The vehicles included in this study are from the 2019 model year. That means owners have had three years to get to know their cars and trucks. It's the 33rd year that J.D.