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#1
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Uh oh! WSJ article hits MB hard
Has anyone seen this disturbing Wall Street Journal article yet? I have reprinted it below.
Zach 1992 300CE FRANKFURT, Germany, Feb. 4 — Mercedes-Benz, famed for its engineering prowess, is suddenly facing tough questions about the quality of its cars, with several surveys showing that the stately German brand may now trail some decidedly down-market competition. A SURPRISE BLOW to Mercedes’s quality reputation came last week when a normally secretive study of car quality in Europe was leaked to a German trade publication. The report, conducted for the auto makers themselves, showed Mercedes quality and customer satisfaction falling since 1999 to levels below Opel, the German unit of General Motors Corp. and a brand with one of the worst images in Europe. A separate German survey ranked the German-built Ford Focus compact car No. 1 in a study of durability during the first three years of a car’s life. The survey, conducted by TÜV, a German auto-inspection and research association, put half a dozen Toyota models ahead of the first Mercedes model — the SLK, which came in 12th. Mercedes’s quality rankings in the U.S. have also slipped, according to J.D. Power & Associates, an influential arbiter of automotive-quality ratings. In a fall study of vehicle dependability, the brand fell to 10th place in 2001 from sixth place the year earlier. It now ranks behind such brands as Lincoln, Cadillac and Jaguar. “My personal opinion is that a brand such as Mercedes should be at the top. That’s what people’s expectations of the brand are,” said Tom Libby, director of industry analysis for J.D. Power, who lowered Power’s rating for Mercedes’s overall product quality to “fair” from “good” last week in a presentation ahead of the National Automobile Dealers Association convention in New Orleans. The J.D. Power study, which surveyed some 156,000 car owners, found that five-year-old Mercedes vehicles had 296 problems per 100 vehicles, compared with an average of 285 for autos of the same age by other luxury makers and an overall industry average of 382. Drivers were questioned about 137 potential problem areas in nine overall categories: interior, exterior, transmission, engine, features/controls, ride/handling/braking, seats, sound system and heating/ventilation/cooling. Mercedes showed the biggest declines in transmission and features/controls. The surveys are a blow for Mercedes and its parent, DaimlerChrysler AG. With its Chrysler Group unit in deep financial trouble, DaimlerChrysler has relied on Mercedes as a cash cow. At the same time, Chrysler is counting on Mercedes to help lift its own quality by supplying key components like engines. Donna Boland, Mercedes’s U.S. spokeswoman, said the company has been dealing with volume increases and more complex technology. Since 1997, it has gone from four model lines to nine. Still, she said, the company is committed to improving its quality rankings. “Being Mercedes, quality is absolutely the highest priority,” Boland said. “It’s what our brand is based on. We will use every resource at our disposal to bring those numbers up.” Al Bedwell, research manager at J.D. Power-LMC in Oxford, England, said Mercedes’s quality issues are a byproduct of a decision in the early 1990s to focus more on what consumers want, rather than engineers, and to round out the company’s product lineup with smaller — and cheaper — cars such as the A-Class. The moves served their purpose: World-wide sales of Mercedes cars have doubled to more than one million a year since 1993, and the company has turned in repeated record profits. But it’s also hurt the brand’s overall quality ratings, which take into account all of its models together. The A-class, known as “baby Benz,” for example, had to be temporarily pulled from the market in 1998 when it flipped over during crash avoidance tests. Mercedes’s sport-utility vehicle, the M-Class, was also criticized for its interior (later revamped) and, in a Consumer Reports used-car guide, for its reliability. “It’s becoming more evident that Mercedes-build quality isn’t as bulletproof as it used to be,” Bedwell said. “At the same time, the average-build quality across the industry is increasing, closing the gap they once enjoyed.” The most recent slap at Mercedes quality came last week, when a portion of the normally highly confidential New Car Buyer Survey was leaked to a German auto trade publication. Such surveys of European consumers aren’t typically made public because of tight privacy laws; the results are usually intended for market research or manufacturers themselves. The NCBS, for instance, is conducted for auto manufacturers by survey agencies in each geographical market. It is arguably the most thorough ranking on the Continent, measuring quality as well as general customer satisfaction. According to the NCBS survey index, the number of negative points per 1,000 Mercedes cars climbed from around 100 in 1999 to more than 110 last year. At the same time, the number of negative points on Opel cars shrank from around 130 in 1999 to near 100 in 2001. Mercedes and Opel verified the leaked portions of the report, but didn’t comment on specific faults. Johannes Reifenrath, director of communications at Mercedes-Benz passenger cars in Stuttgart, said a more detailed version of the survey showed Mercedes quality was at least as high as Opel, but he declined to provide any additional data. Reifenrath said Mercedes has been working hard to address the quality issues. “There are a lot of indications from our plants that some of those models that have been criticized are improving,” he said. Despite the surveys, Mercedes’s reputation remains solid. With U.S. consumers, it trails only Rolls Royce in quality perceptions among auto makers, ahead of Bentley, Porsche, Lexus and Bayerische Motoren Werke AG, according to the EquiTrend study by Harris Interactive. Lexus, meanwhile, ranked at the top of the J.D. Power quality studies, well ahead of its competitors. A Europe-wide survey conducted by German magazine Auto Motor und Sport, a bible in the industry here, showed Mercedes had the third most favorable brand image, following BMW in first place and Porsche. |
#2
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Al Bedwell hit the nail on the head with what he said.
Mike McKinney
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1989 300CE - 269,000 km 1994 SL600 - 59,000 km |
#3
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If they had just listened to owners on websites such as MercedesShop instead of trying to legally ban this site of the net they would have understood what was going on
If my W124 dies in the next year or two I'm getting a VW. |
#4
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Hello?> I have been telling them that for years, Yal. I hoped that Mercedes would contact me and use some of our information to improve their product.!!!!
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Benzmac: Donnie Drummonds ASE CERTIFIED MASTER AUTO TECHNICIAN MERCEDES SPECIALIST 11 YRS |
#5
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IT IS ALL CHRYSLER'S FAULT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
They should have never gotten together!! My parents are thinking of getting a new benz because they said they want a car that could last 20 years!! I said to them, there aren't no more w126's!!!!!!! A new c class is lucky if it see's 200 000km.
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99 C43 98 S420 99 C230K 01 C240 |
#6
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CHRYSLERCEDES?
Mark
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DrDKW |
#7
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how is it chrysler's fault?
remember MB bought them...not the other way around i think the problem is selling too many cars than your capable of and too many people leasing their cars (to some degree atleast) but for sure the first reason i gave! the whole industry is flooded with cars and since product cycles have quickened its gotta hit build quality could u imagine another 10yr product cycle? like my w124? |
#8
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I saw the article. Actually, not only did I see it, but I cut it out and framed it and it's now on my wall. Just a testament as to why I still prefer the vintage ones!
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Regards, Aaron |
#9
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Hey, Aaron, when'd you slip that newbie ML into the stable?
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"If God had meant for us to walk, why did he give us feet that fit car pedals?" Sir Sterling Moss Michael 2014 E63S Estate 2006 SLK55 1995 E500 1986 Porsche 944 turbo |
#10
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Michael,
I got it about a month ago now. If you search the ML forum, you will find my posts about the load of trouble I had with it right after I first bought it. Fortunately for me, it was still under warranty and I had everything replaced that I found wrong. If MB hadn't covered the repairs, it would have totaled somewhere near $5,500! The ML isn't for me, it's for She Who Must Be Obeyed. I drive a 1970 280SE every day, thank you
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Regards, Aaron |
#11
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Gotcha, Aaron. Couldn't get her into a TE, eh?
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"If God had meant for us to walk, why did he give us feet that fit car pedals?" Sir Sterling Moss Michael 2014 E63S Estate 2006 SLK55 1995 E500 1986 Porsche 944 turbo |
#12
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If DC listens to everyone on this site, every Mercedes on the road will be a 124 or 126, or the model before this one which obviously "isn't built as well as its predecessor."
Kuan |
#13
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Gee, My old 114-115 'Taxicabs' are starting to sound pretty good.
Happy Motoring, Mark
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DrDKW |
#14
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OH WELL...doesn't matter to me about the newer benz's being crap..cause i've got my baby!!!! 92' w124 300CE
love her love her love her love her love her
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~there is no spoon~ 1984 300CD Turbo Diesel (soon to be "powered by VEGGIE") - dolphin silver 1999 e430 Sport blk/blk, my sexy ***** ;-) (my other girls) 1992 300CE 24V 3.0L (w124) (R.I.P. "she was killed 7/12/03 by some ricer kids speeding in a honda accord") 1990 Acura Integra RS (w/94' engine) 1966 Cadillac Sedan de Ville (Hardtop) |
#15
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VW uses VWVortex to get information from their customer base, and they rewarded them by giving first dibs on the 337, a car more like a "real GTi."
Mercedes seems to be doing the opposite and suffering because of it |
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