Can't get no satisfaction?
Posted by Bill Thomas at 11:30AM on Wednesday 07 February, 2007 12 Comments
There are quite a few car reliability/satisfaction surveys floating around at the moment, including Top Gear's own, which is obviously the best - you'll read about that soon enough - but for now I'd like to direct your attention to the Warranty Direct reliability league.
Some 450,000 vehicles, all between three and nine years old, from 33 manufacturers, were surveyed across the US and UK. The results are based on the number of failures reported during a given one-year period for every 100 Warranty Direct policies sold. The results (see table below) make interesting reading.
Mazda won with only 8.04% breakdowns, which is hardly surprising - their cars are superbly built. Kia makes it into fifth, after Honda, Toyota and Mitsubishi. There's a fair jump from Honda to Toyota, incidentally, which score 8.90% and 15.78% respectively. Is Toyota slipping?
Mini and Citroen scrape into the top 10, the only European manufacturers to do so, in 9th and 10th respectively.
The manufacturers I'd like to make special reference to are Ford, Volkswagen, Audi and Land Rover.
First, Ford. It ranks 14th out of 33, so a smidge better than middling, with a score of 26.76%. Surely, Ford can learn something from Mazda, a company it has a controlling stake in?
The 4% grouping between 10th (Citroen, 25.98%)) and Mercedes (20th, 29.90%) is fairly tight, and of the big non-Asian manufacturers, Ford is the leader, but it really needs to get up into the top 10 to get things moving again and write off that multi-billion dollar debt. Preferably closer to 15% than 20%. The cars are well made, so it's not out of the question.
However, not only did Ford top Mercedes by six places, it also destroyed Volkswagen, which could only manage 23rd with a whopping 31.44% breakdowns. Can we please dispel the myth, once and for all, that VW makes reliable cars? Judging by the results posted here, VWs are relatively dodgy. Like BMWs, in fact, which only score 18th at 28.64%.
And look at desperate, flailing Audi, languishing sixth from the bottom at 27th and a huge 36.74%. Solidly built or trading on brand image? The latter, judging by this. Avoid, avoid!
Last and least, poor dear old Land Rover, second from the bottom. Shocking. Nothing good can be said about this 44.21%, given the sheer size and scope of the survey, other than the fact that they beat arch-rivals, Jeep. If you own a Jeep between three and nine years old, remember this blog when you're standing on the hard shoulder sometime in the next 18 months.
The message is clear, new car buyers - if you want proper reliability, go for a Mazda or a Honda and forget the rest.
Qatar Moto GP result:
| Position | Manufacturer | Nat | Man | Time |
|---|---|---|---|---|
| 1 | Mazda | 8.04% | ||
| 2 | Honda | 8.90% | ||
| 3 | Toyota | 15.78% | ||
| 4 | Mitsubishi | 17.04% | ||
| 5 | Kia | 17.39% | ||
| 6 | Subaru | 18.46% | ||
| 7 | Nissan | 18.86% | ||
| 8 | Lexus | 20.05% | ||
| 9 | Mini | 21.90% | ||
| 10 | Citroen | 25.98% | ||
| 11 | Daewoo | 26.30% | ||
| 12 | Hyundai | 26.30% | ||
| 13 | Peugeot | 26.59% | ||
| 14 | Ford | 26.76% | ||
| 10 | Citroen | 25.98% | ||
| 11 | Daewoo | 26.30% | ||
| 12 | Hyundai | 26.30% | ||
| 13 | Peugeot | 26.59% | ||
| 14 | Ford | 26.76% | ||
| 15 | Suzuki | 27.20% | ||
| 16 | Porsche | 27.48% | ||
| 17 | Fiat | 28.49% | ||
| 18 | BMW | 28.64% | ||
| 19 | Vauxhall | 28.77% | ||
| 20 | Mercedes | 29.90% | ||
| 21 | Rover | 30.12% | ||
| 22 | Volvo | 31.28% | ||
| 23 | Volkswagen | 31.44% | ||
| 24 | Jaguar | 32.05% | ||
| 25 | Skoda | 32.12% | ||
| 26 | Chrysler | 34.90% | ||
| 27 | Audi | 36.74% | ||
| 28 | Seat | 36.87% | ||
| 29 | Renault | 36.87% | ||
| 30 | Alfa Romeo | 39.13% | ||
| 31 | Saab | 41.59% | ||
| 32 | Land Rover | 44.21% | ||
| 33 | Jeep | 46.36% |
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12 Comments for "Can't get no satisfaction?"
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I think that premium German manufacturers are on a collision course if they do not change their strategy. Too complex technology - which most often tends to frequent failures - and multiple cost-cutting processes are a terrible mix. Otherwise, how would you explain the increase in commercial margins that premium German brands are enjoying at the moment? Have you realised how difficult is becoming for dealers to fix these over-sophisticated machines? Wait for the TG survey and check it out for yourself.
I'm not surprised that the top eight are Asian car producers. They have always had a solid reputation for reliability. (Styling is catching up too!) One thing I would like to note is the fact that FIAT is above BMW! When did that happen? Fiats should break down every five minutes like Alfas! Well done to those Italians for getting it right!
Mercedes has a lot to do to rebuild its once invincible name and I'm looking forward to the new C-Class, which apparently could go some way to restoring its credibility.
I'm always a little sceptical about this type of survey, as it measures the number of failures but not the severity. Having the radio go on the blink is annoying, but a brake failure could be life-threatening. We need to see more science in the survey method before we start saying, 'Brand A is so much better than Brand B'.
Interesting that Toyota is slipping. I'd like to see the full figures though, as I am sure the more cars you sell, the more are going to be dodgy. Amazing that Hyundai are so high, considering a few years ago they were all falling apart as you drove them. I think a survey should be released on the 'most annoying cars to leave the door open'. The noises made can be so shocking that engine techs and design mean absolutely nothing because you can't stand the noises a car makes.
I agree with the previous comment about severity of problems versus quantity. Also, if it was possible to measure warranty performance versus mileage driven, we might see a different story.
The Warranty Direct figures only compare cars from three to nine years old. My nearly three-year-old Mazda 3 has suffered a catalogue of problems with the alloy wheels, the xenon headlights and the airbag sensors - and the customer se1rvice from the dealer has been patchy at times.
However, if I was to believe the results of this recent survey, my car should be much more reliable from now on!
To compare car manufacturers purely based on the number of warranty claims is unrealistic. There is an element of customer expectation that also needs to be considered.
I drive a £30,000 Audi, and as such, my expectation is high. I will shortly be claiming under warranty for a door handle that feels loose compared to the others, a centre armrest that rattles occasionally, and a piece of door trim that has faded slightly in the sun. None of these are important, and had I spent a third as much on a Kia, they would be acceptable.
The end result is that owners of entry-level cars are happy with their purchases, and don't claim under warranty, while owners of prestigious marques such as Porsche, BMW, Audi and Mercedes long for what they have paid for - perfection.
What happened to General Motors? (Chevy, Pontiac, Buick, Cadillac etc.) I think this list is Euopean only (ie Vauxhall, SAAB).
Fully endorse Honda's performance... our family runs a private 1996 Honda Aerodeck (mileage 70k) and a company owned 2006 Accord Diesel (mileage 25k) - both are fantastic. Great dealers and reasonably priced servicing as well. Previously had an A4 Quattro which was expensive (£800 service!) and problematic. Honda beat the 'premium' marques hands down in my experience.
It's always very amusing to see the driver of X, Y or Z car up in arms whenever his car does well or badly in a survey. The inevitable response is "the survey is rubbish and my car's not like that at all". The survey just says on average a Mazda is most reliable, and a Land Rover is pants.That doesn't mean a particular Mazda might not be a lemon, or your brother-in-law's Range Rover hasn't done 100,000 miles without a hiccup - it's just statistically unlikely.
It is also amusing to see owners of so-called prestige German cars howl when they come low in these surveys (as they always do) and look for excuses (I have higher expectations, etc). It truly is a triumph of advertising and marketing (i.e. spin) over substance.
May be we could learn something with this: the cheaper the better...
As a former mechanic, I tell you that this survey is a load of complete rubbish!! For example, Citroen and Peugeot more reliable then an Audi, Porsche, Jaguar or even bloody Ford! I don't think so!!!! lol