Honda #1 in Customer Retention

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Dec 11, 2008 | 05:14 PM

#31

mmarshall

Lexus Fanatic

Joined: Oct 2003

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From: Virginia/D.C. suburbs

Quote:

Originally Posted by cjf_moraga

This comment is becoming outmoded. MB did go through a quality bad patch in the 2000-2005 period but has made major improvements more recently, not only anecdotally - even Consumer Reports (latest 2009) has 6 MB models (all core: S, C, E, SL, M, SLK) now at average reliability or above and marked as recommended buys. (There were none last year) MB does deserve some credit here...

Chris

MB's poor quality started long before 2000...there were some signs of it by the mid-90's.

You're correct that new M-B products are a little better now, but the real test will come when they are 3-4 years old, not brand-new or just a year old. Older M-B products had problems, year after year. It will take time to see if the new ones follow in their place, or if they will be more reliable in the long haul.

Dec 11, 2008 | 11:54 PM

#32

encore888

Lexus Champion

Joined: Mar 2005

Posts: 8,695

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From: CA

Congrats to the leaders here in this study, I think it's a combination of product quality + service + lineup.

Dec 12, 2008 | 12:17 PM

#33

jwong77

Pole Position

Joined: Jan 2006

Posts: 2,608

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From: CA

Quote:

Originally Posted by mmarshall

Yeah I remember hearing about the quality problems around the time the 98 E-Class, and ML's came out. I remember when I first rode in my coworker's ML and was surprised at how cheap it felt in there. On the other hand, when she traded that in for one in 2006, I was amazed at how much better it got.

Dec 12, 2008 | 01:19 PM

#34

FKL

Lexus Test Driver

Joined: Jul 2008

Posts: 1,279

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From: CA

Quote:

Originally Posted by speed_Demo

Honda dealer service suck big time.

I was going to buy a accord over the summer, went to the dealer to look at '08 accord. One saleman asked first question "are you planning to buy today?" I have my check book in my pocket, but i told him I'm looking to buy, but not sure today. Surely, he slowly drift away. Didn't really try to sell me the accord, even though I did research about the accord, but it would've been nice if he keep some conversation going instead of standing there waiting to do the paper work.

I went across the street, Lexus dealer, treated me like king! walk away w/ the IS250 almost same price as a fully load Accord!

I bought a Ridgeline for the family, and have serval Honda products at home. But, that one experience just lost me that day. I went home, and tell some friends to go buy Lexus!!! ahah or at least go there for the free water.

I agree with this as well. Rude and arrogant are the only descriptors I have. It's almost like they are insulted when you bring it in for warranty work, as if nothing ever goes wrong with Hondas. Toyota is much better, but I've had my best sales experienced at VW dealer. Also had my worst service experiences at the same VW dealer. Go figure.

Dec 12, 2008 | 03:53 PM

#35

doug_999

Lexus Champion

Joined: Dec 2002

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From: IL

I would argue that Toyota and Honda owners purchase in an appliance mentality. Hey, my last Accord/Camry worked well, why not get another? In addition, while they have excellent reliability, I think this is only 1/2 of the equation because when they DO have an issue, the manufacturer is quick to stand behind the car. Not so much with other brands.....

Yet luxury car owners (Lexus/MB/BMW) are in a constant "what can I move up to next". Lexus, MB, and BMW offer a very nice lineup of cars to start with (ES/C-Class/3-series) and a sweet progression of cars to move up to. Acura unfortunately does not have this type of progression in their lineup (alternatively, you could use the appliance argument with the Acura lineup as well).

Dec 13, 2008 | 01:31 PM

#36

FKL

Lexus Test Driver

Joined: Jul 2008

Posts: 1,279

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From: CA

Quote:

Originally Posted by mmarshall

The #4 position of Mercedes-Benz is interesting, considering their noted unreliability and the grief they cause many of their owners. This may be a case of what Mike was talking about, above, in the "sheep mentality" comment.......people buying (and repeat-buying) the brand with little thought to anything other than just "image".

...Or it means people appreciate the rich way a Mercedes-Benz is built, appreciate the small details those in Stuttgart think to include, appreciate the taut, tuetonic feel of the car. You cannot approach this type of question with the assumption that all the buyer cares about (and what therefore drives their buying decision) is "reliability" of cars. If that were the case, not only would the Germans fall to the bottom of this list, but the resale lists as well.

Dec 13, 2008 | 02:58 PM

#37

LexFather

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Posts: n/a

The Mercedes you describe were built in the 1980s and 1990s, not the ones today. Mercedes has cut costs like everyone else and loyal owners will tell anyone over and over they don't build them like they used to.