Published on May 14th, 2019 | by Daniel Sherman Fernandez


Car owners upset with JD Power’s latest survey

Malaysians car buyers are surprised at the latest JD power Survey where Peugeot had taken the top spot and Toyota was somewhere way down the ratings table, at below ‘industry average’.

The survey conducted in England even shows Volkswagen, Dacia, Vauxhall and Citroen ahead of Toyota. But it is Peugeot’s No.1 position that is scrambling along automotive social media platforms and angering some and just having others making lewd comments about the survey and the brands involved.

The JD Survey has long been the benchmark for honest and truthful automotive survey reporting and we are waiting for feedback from the JD Power team to answer comments posted on the honesty of this latest report.

We at have this to say. Since our month ago reporting on vehicle authorized service centers NOT conducting any engine servicing and cheating new car customers, it is no surprise that some car brands will have reliability issues in Malaysia.

These cheating workshops mechanics and service assistants are tarnishing the brand name and the brand owners did not know anything about this cheats until we highlighted the situation in our article.

Further to this we have received numerous emails from readers sharing their experiences with numerous car brands……even luxury and high end exclusive brands.  

The JD Power’s annual study is a trusted survey to our knowledge and we think this survey is correct looking at what steps car brands take in England. In Malaysia, most car brands chase sales numbers and very seldom look closely at after sales quality. This is why some brands have issues that take years to rectify.

The recent survey also showed that repurchase intention has increased, with 49% of respondents this year stating that they “definitely will” repurchase the same brand, compared with 43% in 2015.

Repurchase intent in 2019 is 54% among owners who did not experience problems, the same percentage as last year.

However, costly repairs significantly affect repurchase intent. Among all owners who rate the cost of ownership as very unsatisfactory due to costly repairs (5 or below on a 10-point scale), just 16% say they “definitely will” repurchase the same brand.

JD Power said that this year’s survey once again delivered evidence that manufacturers’ race to “cram new vehicles with the latest technologies” is turning into a headache for owners, with audio/communication/entertainment/navigation (ACEN) systems comprising half of the 10 most problematic issues that owners cite in their new vehicle.

The study measures 177 problem symptoms in eight categories: vehicle exterior; driving experience; features/controls/displays (FCD); audio/communication/entertainment/navigation (ACEN); seats; heating, ventilation and air conditioning (HVAC); vehicle interior; and engine and transmission.

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