Published: June 20, 2018, 3:00 AM
Updated: November 21, 2021, 3:00 PM
Infotainment/communication very problematic
Text by Mark Toljagic
New vehicle quality has improved for the fourth consecutive year, up by 4% on average, and it’s at its best level ever according to the 2018 J.D. Power Initial Quality Study (IQS), the US consumer survey that this year tallied the number of problems experienced by 75,000 new vehicle buyers during the first 90 days of ownership. Vehicle infotainment/communication interfaces remain the most problematic issue reported by buyers, but even that sore spot saw improvement as automakers delivered better hardware and software. That said, here are 10 brands that ranked at the top of the list and the 10 at the bottom.
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At the top: Genesis – 68 PP100
Here’s an outcome that’s bound to give Lexus dealers insomnia. Now that Hyundai has spun off its posh Genesis and Equus sedans into a standalone luxury brand with the original Genesis sedan renamed G80 and the redesigned Equus becoming the range-topping G90, the Genesis nameplate is set to disrupt the status quo. It debuted in the 2017 IQS and beat stalwarts such as Porsche, BMW and Lexus right out of the box. This year, the G90 won the large premium car segment.
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At the bottom: Land Rover – 160 PP100
Land Rovers embrace the tradition of exhibiting reliability issues early in the ownership experience. Electronics can present numerous problems from failed instrument displays to malfunctioning cameras. Bluetooth integration can be spotty, and the base audio system is deemed inadequate. Owners report plenty of Check Engine lights to decode and software upgrades to perform. The heavy trucks consume brakes and tires rapidly, and engines can seep oil.
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At the top: Kia – 72 PP100
Quality, once considered MIA at Kia, is now integral to its success story. In the latest IQS – Kia finished first in 2016 and 2017, incidentally – a pair of models won their categories: the subcompact Rio (small car) and Sorento (midsize SUV). Honourable mentions include the Forte (compact car), Optima (midsize sedan), Sedona (minivan) and Sportage (small SUV). Predictably, Kia also broke into the top 10 brands in this year’s J.D. Power dependability study.
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At the bottom: Jaguar – 148 PP100
With a flair for crafting sinewy luxury automobiles, Jaguar had few rivals for decades, although reliability issues have often marred the ownership experience. Owners talk about unreliable electronic interfaces and displays that have to be reset by turning off the engine, as well as random stalling, failure to start and electric power-steering assist that may be intermittent. Air conditioning performance can be subpar, and sunroof mechanisms may jam. Electric issues are rampant in the grand tradition of British automobile manufacturing.
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At the top: Hyundai – 74 PP100
The top three brands in the 2018 J.D. Power Initial Quality Study all belong to one conglomerate: Hyundai Motor Group of South Korea. Hyundai, Kia and recent creation Genesis all share the same motive power technology and supply chain, so what works successfully for one should yield similar results, and quality scores, for the others. For Hyundai, that amounts to a category win for the Tucson crossover in the small SUV segment.
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At the bottom: Volvo – 122 PP100
After a protracted sale and development process, Volvo finally introduced its Scalable Product Architecture platform used to underpin its second-generation XC90 sport-ute, as well as the premium S/V90 sedans and wagons. The models use versions of a turbocharged 2.0-litre 4-cylinder, the most powerful of which employs both a turbocharger and a supercharger to produce 316 horsepower. Unfortunately, owners have had to contend with numerous electronic glitches, from non-operative instrument displays, to slipping transmissions to faulty door locks and air conditioners, and other electrical malfunctions in these all-new models.
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At the top: Porsche – 79 PP100
Porsche frequently aces J.D. Power’s IQS and dependability studies and consistently bests all of the European nameplates when it comes to real-world reliability. Note there is no other German brand in the IQS top 10. No longer focused solely on building high-performance sports cars, Porsche groomed the Cayenne and Macan sport utility vehicles to make healthy profits and avert extinction. The pair made a good enough impression to earn an honourable mention in the compact premium SUV segment for the Macan, and the same for the Cayenne in the midsize premium SUV category.
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At the bottom: Subaru – 115 PP100
Subaru had cultivated a perceived reputation for quality, yet its models haven’t always been flawless in reality: the early 2000s models were prone to leaking head gaskets that were expensive to replace on its trademark boxer engines, and more recently Subaru has had to contend with a spate of oil-burning engines. Reflecting the latest IQS study, Subie owners are talking about the continuously variable automatic transmission (CVT) and its tendency to jerk and shudder even while cruising on the highway. Other gripes include water leaks into the cabin, chip-prone windshields, and in the all-new Impreza, a troublesome audio system and backup camera.
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At the top: Ford – 81 PP100
Ford hasn’t enjoyed a spotless reputation in the recent past, having been beset by wonky electronic throttle bodies on several models, the ill-mannered dual-clutch automatic transmission used in the Focus and Fiesta, and hiccups with the Sync interface. Fortunately, the darkness may have passed, given Ford’s rising stature in the 2018 IQS ranking. Once again, two models won their categories: the Mustang dominated the midsize sporty car segment, and the Expedition lorded over the large SUV class. The Ford Super Duty pickup tied with the Chevrolet Silverado in the heavy-duty pickup category.
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At the bottom: Mitsubishi – 111 PP100
Mitsubishi is a longtime Japanese carmaker that often doesn’t score well in quality measures, yet owners rarely speak ill of their products. The automaker’s adherence to the CVT transmission (a product of Nissan’s Jatco) has been shaken by some reliability complaints. The updated Outlander did introduce some electronic snafus related to the forward collision mitigation system and other high-tech driving aids. Owners are baffled by the rapid accumulation of paint chips and even peeling observed on the hood. Noteworthy is the fact that Mitsubishi is one of the few manufacturers to provide a comprehensive five-year factory warranty.
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At the top: Chevrolet – 82 PP100
General Motors’ largest division has been on a roll for the past few years, prompting us to think maybe bankruptcy really is an effective way to renew a moribund brand. In this year’s IQS, Chevy garnered two category wins for the crowd-pleasing Silverado (large light-duty pickup) and Silverado HD (large heavy-duty pickup). There’s three honourable mentions for the bow-tie brand, including the innovative Bolt electric car, compact Cruze, and Tahoe large SUV.
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At the bottom: Chrysler – 111 PP100
Chrysler has had its ups and downs in the IQS rankings. It fell from 17th place last year to 26th – a position it is more accustomed to occupying. Despite its best intentions, Fiat Chrysler’s flagship marque has not benefited from significant investments in new models and powertrains. There was nothing shiny in the model lineup for 2018; the brand is treading water and may even be retired altogether. The lone fresh model is the Pacifica minivan that, despite gushing media reviews, has been plagued by lousy automatic transmissions, faulty backup cameras, malfunctioning sliding doors, mysterious engine stalling, and more issues that are endemic to Fiat Chrysler (TIPM problems, anybody?).
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At the top: Lincoln – 83 PP100
After betting the farm on the re-introduction of the Continental luxury sedan last year – which looked fetching but didn’t exactly set sales records on fire – Ford’s luxury division is changing direction again and doubling down on lucrative SUV sales to keep Lincoln’s flag flying high. The redesigned, bigger Navigator has been a hit with buyers, and the upcoming Aviator 3-row utility is expected to do well, too. Initial quality scores have been better than average, evidenced by the fact the Continental clinched the midsized premium car category, and the MKC won the compact premium SUV segment.
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At the bottom: Audi – 105 PP100
As Volkswagen’s aspirational brand, Audi has been racking up plenty of sales – or, more accurately, leases – with its line of fashion-forward sports sedans, coupes and sport-utes. However, a lot of components are drawn from VW’s parts bins, including the fussy 2.0-litre turbocharged 4-cylinder engine that’s notorious for consuming oil. Owners are also reporting other types of engine woes, such as a malfunctioning clutch on the supercharged Q7 SUV. Safety system warning lamps can light up erroneously and Audi’s MMI interface controller is prone to locking up.
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At the top: Lexus – 84 PP100
Glaring in its absence on this list last year was Lexus, Toyota’s luxury nameplate, which has dominated J.D. Power’s dependability studies since the brand debuted in 1990. Buyers hadn’t been quite as enamoured with its 2017 vehicles early in the relationship; particularly the hot-selling RX 350 crossover sport utility, which has reportedly exhibited some hesitation and stuttering under acceleration. The problem appears to have been rectified in the 2018 models, hence Lexus’s appearance in the IQS top 10 once again. The brand is relegated to a few honourable mentions for the Lexus ES and GS sedans, and the aforementioned RX, in their respective categories.
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At the bottom: Volkswagen – 103 PP100
Volkswagen has had its hands full managing fallout from the “Dieselgate” affair, but its problems may extend well beyond its compression-ignition engines. While Honda slipped in the IQS ranks, VW virtually plunged from 10th out of 31 auto brands to 24th this year. A glance at reviews of the redesigned 2018 Tiguan sport utility reveal some of VW’s challenges. Owners complaint about poor assembly quality, rattles, bad Bluetooth connections, slow acceleration and a poor-shifting automatic transmission. Owners of the all-new Atlas SUV have cited poor paint, excessive wind noise, leaky radiators and more. American buyers get an unprecedented six-year factory warranty, while Canadians get four.
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At the top: Ram – 84 PP100
Fiat Chrysler’s truck division continues to show steady improvement in its initial quality scores, despite the fact that none of its models shows up among the study’s top three segment winners. The brand’s all-new, redesigned 2019 Ram 1500 pickup was likely not part of the study. Engines are integral to Ram’s success: the 5.7-litre Hemi V-8 is a legacy draw, while the Cummins 6.7-litre turbodiesel inline 6-cylinder enjoys a big following. The “EcoDiesel” engine is an Italian-designed V-6 turbodiesel that does not hold up nearly as well as the Cummins.
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At the bottom: Honda – 102 PP100
What’s up with Honda? The sliding initial quality may be attributable to consumers disliking the automaker’s stiffly bolstered seats and anti-whiplash headrests, hit-and-miss Bluetooth connectivity, the CR-V’s poor-performing heater and the 1.5-litre turbo engine’s propensity to mix fuel into the motor oil. The all-new Accord has been exhibiting some hiccups of its own, including malfunctioning audio displays and lane departure warnings, as well as numerous squeaks and rattles.
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At the top: Nissan – 85 PP100
Nissan’s doing something right. It is the only mainstream Japanese brand to rank in the IQS top 10 this year, a feat that’s all the more impressive considering that Nissan had been plagued in the recent past by unreliable and poor-performing continuously variable (CVT) transmissions supplied by its subsidiary, Jatco. A number of popular models received IQS Awards, including the Altima and Maxima sedans, and the tried-and-true Frontier mid-size pickup truck. The subcompact Versa received an honourable mention.
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At the bottom: Mazda – 100 PP100
Despite the fact that most of its model lineup is imported from Japan, the automaker puts in an underwhelming performance in J.D. Power’s initial quality and dependability studies. The audio, infotainment and navigation systems used in several Mazda models have been giving owners headaches, apparently. The back-up camera display may work intermittently. Keep in mind consumer complaints documented in the IQS often focus on design issues, such as wind noise or seat comfort, rather than outright mechanical faults.
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