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 showsVolkswagen, Dacia, Vauxhall and Citroen ahead of Toyota. But it is Peugeot’sNo.1 position that is scrambling along automotive social media platforms andangering some and just having others making lewd comments about the survey andthe brands involved.

The JD Survey has long been the benchmark forhonest and truthful automotive survey reporting and we are waiting for feedbackfrom the JD Power team to answer comments posted on the honesty of this latestreport.

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 numerousemails from readers sharing their experiences with numerous car brands……evenluxury and high end exclusive brands.  

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

The recent survey also showed thatrepurchase intention has increased, with 49% of respondents this year statingthat they “definitely will” repurchase the same brand, compared with 43% in2015.

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

However, costly repairs significantlyaffect repurchase intent. Among all owners who rate the cost of ownership asvery 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 onceagain delivered evidence that manufacturers’ race to “cram new vehicles withthe latest technologies” is turning into a headache for owners, withaudio/communication/entertainment/navigation (ACEN) systems comprising half ofthe 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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