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Autoblog Minute: New car customer satisfaction down according to latest ACSI report

Customers have spoken and automobile satisfaction is down in 2015. Autoblog's Chris McGraw reports on this edition of Autoblog Minute. Show full video transcript text [00:00:00] Customers have spoken and automobile satisfaction is down in 2015. I'm Chris McGraw and this is your Autoblog Minute. The American Customer Satisfaction Index or ACSI released its updated numbers and according to the survey, new car buyer satisfaction is down for the third straight year. According to an ACSI press release, customer satisfaction with new automobiles has fallen 3.7 percent, to 79 on its 100-point scale. The ACSI report is based on over 4,100 customer surveys collected in the second quarter of 2015 Sitting at the top of the industry in customer satisfaction is Toyota's Lexus brand with a score of 84. Which was good enough to dethrone Mercedes-Benz, which fell 3% to a score of 83. Of the Big Three, Ford was the only domestic automaker to maintain overall customer satisfaction with its score of 81. General Motors slipped 3% to 79 and Fiat Chrysler had a 5% drop, registering a score of 75 out the possible 100. What's driving this trend of customer dissatisfaction? ASCI points to the rise in recalls and car prices. Where do you land on customer satisfaction spectrum? Sound off in the comments with your thoughts on the current state of car ownership and brand quality. For Autoblog, I'm Chris McGraw. Autoblog Minute is a short-form video news series reporting on all things automotive. Each segment offers a quick and clear picture of what's happening in the automotive industry from the perspective of Autoblog's expert editorial staff, auto executives, and industry professionals. Chrysler Fiat Ford GM Lexus Mercedes-Benz Car Buying Ownership Autoblog Minute Videos Original Video

Ford rethinking vehicle launch strategy

With a new boss at the helm, Ford is looking at new ways to improve its vehicle launches in North America to prevent recent issues that have popped up with models like the Lincoln MKZ, Ford Escape and Ford Fusion. Speaking with Automotive News, Ford's new president of the Americas, Joe Hinrichs, revealed a few ways the automaker plans to avoid early build issues such as the engine fires on certain 2013 Escape and Fusion models and months-long delays for customers to receive their MKZs.
It sounds like the root of the problems may have been Ford's relationship with suppliers compounded by the fact that the product surge came on the heels of the recent industry-crippling recession, and in the AN article, Hinrichs says improvements are being made to reduce problems during the launch of new or redesigned models. Three such improvements that were implemented during the first quarter of this year including more rigorous quality comparisons, better use of computer technology to catch major problems sooner and hiring engineers to work closer with suppliers.

Ford settles class action suit over defective Navistar diesel engines

The 2003 Ford F-Series Super Duty (shown above) introduced the 6.0-liter Power Stroke diesel supplied by Navistar, and while that is an engine Ford would love to forget, it's now one step closer to putting that particular problem behind it. Automotive News is reporting that Ford has settled a class-action lawsuit brought on by problems with this engine that started right out of the gate and ultimately broke up the 30-year relationship between Ford and Navistar.
Owners and lessees of 2003-2007 Super Duty trucks and E-Series vans equipped with the 6.0-liter Power Stroke are eligible for deductible reimbursements of between $50 and $200 from the original five-year/100,000-mile engine warranty, while Ford is paying out as much as $825 for out-of-warranty engine repairs. These repairs may include the exhaust gas recirculation (EGR) cooler, EGR valve, oil cooler, fuel injectors and turbocharger, but are only covered if the components failed before six years or 135,000 miles.
In total, Ford has agreed to pay about 50 percent of the value of the repairs and deductibles paid by its customers who submit a claim before the end of this year, and $150,000 is going to the 16 named plaintiffs in the case; Navistar was not included in the lawsuit.