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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

2020 Infiniti Q60 Infotainment Driveway Test | Baby steps forward

Infiniti is slowly coming round to the modern age of infotainment systems this year, and our first taste of that is in the 2020 Infiniti Q60 Red Sport 400. This performance coupe has an updated system in it that, while it looks a whole lot like it did before, represents a step forward for Infiniti. Most importantly, Infiniti has finally added Apple CarPlay and Android Auto functionality for 2020. Every new 2020 model year car should ship with the smartphone connection technology baked in, and Infiniti has finally gotten with the program this year on nearly all of its cars (QX60 is the holdout). The delay might have something to do with Nissan/Infiniti's reluctance to share customer data to Apple and Google, or perhaps Infiniti was waiting to roll out a broader interface update, but either way, the hardware they've applied it to would seem to be the same as before.  2020 Infiniti Q60 infotainment system View 9 Photos This updated interface also has upgraded graphics for a smoother experience. The improved performance is acceptable, but the problem with Infiniti’s InTouch twin-screen system has always been more than just its lack of speed. Compared to the advanced infotainment systems from Germany, InTouch looks and feels about five years behind the curve. Mercedes' MBUX, BMW's iDrive and AudiÂ’s MMI all respond with the speed and vigor we expect from top-shelf smartphones these days. The Infiniti's UX is as uninspiring as it gets. Simple, colored boxes fill the bottom screen, and a difficult-to-reach navigation system fills the top. Unfortunately, Infiniti decided to drop Apple CarPlay and Android Auto functionality into the top screen, too — there was hardly any choice, as important car functions and settings are found on the bottom. Reaching all the way to the top row of icons on Spotify while driving is not easy when theyÂ’re all the way up there! And I promise you, my arms are normal length for a 5-foot 10-inch individual. A widescreen solution is better, which we once again found to be the case in the new Toyota Highlander. Another new feature this year is the addition of a WiFi hotspot for up to seven devices. Once again, itÂ’s a feature thatÂ’s been offered for years from other manufacturers, but itÂ’s still worth noting that a new Infiniti you buy will have it. After using the system every day for a week, nothing truly got on my nerves. It works, albeit slowly and without flare or excellence.

Porsche tops J.D. Power quality index as Korean brands soar

While complaints about infotainment systems remain a thorn in the side of automakers for J.D. Power's annual Initial Quality Study, there's a lot to celebrate this year. The average number of problems reported per 100 vehicles fell to 112 in 2015 – a three-percent improvement compared to 116 in 2014. The results of this year's survey are based on the responses of over 84,000 people about problems within the first 90 days of buying or leasing a 2015 model-year vehicle. For the third consecutive year, Porsche tops the rankings with an average of 80 problems per 100 vehicles. Although, that's slightly more than the 74 the German sportscar maker scored in 2014. "While the Japanese automakers continue to make improvements, we're seeing other brands, most notably Korean makes, really accelerating the rate of improvement," Renee Stephens, vice president of US automotive quality at J.D. Power, said in the study's release. In fact, Kia ranks as one of the biggest movers in this year's list. The Korean brand jumped to second place from seventh last year. The company had an average of 86 problems per 100 vehicles, a 20-point improvement. Third place went to Jaguar with an average of 93 problems reported, versus last year's second-place finish with 87 of them. Fourth place was Hyundai, and fifth-place Infiniti also earned a gold star for improvement with 97 issues per 100 vehicles – 31-points better than last year. Fiat still anchored the bottom of the list. However, its 161 problems this year is a lot better than the 206 in 2014. Ranked by nationality, Korean brands (Hyundai and Kia) are now leading the industry in initial quality with an average of 90 problems reported per 100 vehicles. According to J.D. Power, this is the first time Europe's figure beat Japan with 113 and 114 issues, respectively. The American brands also averaged 114. Whereas General Motors dominated last year, the segment awards are spread out in 2015. GM, Hyundai, Nissan, and Volkswagen Group are all tied with four models each earning prizes. For more information, you can also see all of the graphs, here. J.D.