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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

NHTSA urges owners of recalled Takata airbag vehicles to take immediate action

The National Highway Traffic Safety Administration and the Department of Transportation are taking the unusual step of issuing a followup press release urging owners of certain recalled vehicles "to act immediately" to fix their cars and trucks. The problem in question concerns the repair campaigns for rupturing Takata airbag inflators issued in June and covers a long list of models from Toyota, Lexus, Honda, Acura, Mazda, BMW, Nissan, Infiniti, Buick, Cadillac, Chevrolet, GMC, Oldsmobile and Pontiac.
While NHSTA doesn't specifically say why the recall is vital in the new release, Toyota's own explanation in its newly announced renotification campaign earlier today sheds some new light on the topic. According to the Japanese automaker, in testing, Takata found a possible link between the rupturing airbag inflators and high humidity. NHTSA is advocating that all owners pursue repairs immediately if they haven't already done so already. This is especially crucial for those drivers especially in Florida, Puerto Rico, Guam, Saipan, American Samoa, Virgin Islands and Hawaii because of the humid conditions there.
We don't need to tell you how dangerous an inadvertent airbag deployment could be - even in a stationary vehicle - but adding to the Takata issue is fears that the deployment could lead to shrapnel being sprayed into the cabin.

Toyota reaffirms commitment to body-on-frame SUVs

Toyota sold 121,055 Highlander CUVs in 2012, according to Automotive News. By comparison, it sold 78,457 examples of four different body-on-frame, truck-based SUVs (4Runner, FJ Cruiser, Sequoia and Land Cruiser). One could argue then, that the traditional SUVs aren't pulling their weight from a sales perspective. Yet that isn't stopping Toyota from reaffirming its commitment to a segment that has seen its former champions - Ford, General Motors and Chrysler - abandon it with alarming speed. Ford and GM still offer body-on frame utilities, but only in the very largest offerings, catering to seven or even eight passengers. Everything outside of the Expedition or Tahoe rides now on a unibody.
Toyota's decision to stick with the technology is good news if you're in the market for smaller SUVs that are still capable of heading well off the beaten path. Outside of the Jeep Wrangler, Grand Cherokee (a unibody) and perhaps Nissan Xterra, there's not much in terms of capable SUVs between $20,000 and $50,000. As the Toyota brand's US head, Bill Fay, says, "Clearly, the trend has shifted, but there is still an owner base that is interested in these vehicles."
We don't doubt Fay on that, but it may also be somewhat telling that Toyota's SUV lineup is aging, and we haven't seen or heard much about replacement models in the pipeline. Admittedly, the 4Runner (pictured) has been facelifted for 2014, but it's mostly cosmetic in nature. Despite Toyota's posturing, we still expect its body-on-frame lineup to thin in the coming years as sales dwindle and escalating fuel-economy standards make business cases even tougher. Here's hoping that Toyota manages to keep at least one rough-and-tumble SUV in its lineup in the coming years.