Based on the emails I’ve been receiving from TrueDelta’s members, I have underestimated the impact of the unintended acceleration fiasco on Toyota’s future sales. This fiasco is going to hurt Toyota, possibly for years to come. The problem isn’t that many people feel that Toyotas are unsafe. Most seem to recognize that a very small percentage of Toyotas have suffered from unintended acceleration. But they’re hearing about problem after problem, so Toyota’s quality seems to be lower. Most of all, Toyota’s public statements have seemed dodgy, and people seem to feel that they cannot trust the company to keep owners’ best interests or even their safety in mind.
In other words, they’re feeling about Toyota much like they’ve felt for decades about Detroit. That the company is focused on sales and profits rather than the owners of its cars. That Toyota does not really care about them.
The odd thing here is that many people previously felt that Toyota could be trusted more than the typical auto company. Why? Because of their reputation for reliability? Because of the Prius?
The fact of the matter is that, when car owners have had problems with Toyotas, Toyota has been at least as bad as the average car company in taking care of them. Conducting TrueDelta’s Car Reliability Survey, I hear customer care horror stories involving virtually every manufacturer. If a car has a problem you feel it should not have had out of warranty, and you haven’t been regularly servicing your car at a particular dealer, that dealer will tell the manufacturer you’re not a valued customer, and you’ll get little or no out-of-warranty assistance. This is as true of Toyota as any other make. Have a problem that requires special help, and you’ll quickly learn how little they care. Toyota’s advantage was that its cars have been (and in many cases continue to be) more reliable, so people had fewer opportunities to experience how little they really care.
Among mainstream automakers (I have less information on luxury makes), Honda seems to be better than the others in readily paying for repairs after the warranty ends, buying back troublesome cars (always with a confidentiality clause, so you won’t hear about them), and in other ways taking care of customers.
But even with Honda I don’t get the sense that they do these things because they care more. The confidentiality clause when they buy back a car indicates their true interest. They simply concluded some time ago that taking care of customers would earn goodwill and, perhaps most importantly, protect their reputation and so earn them more money in the long run. And it has. It’s simply smart business. Other car companies don’t actually care less. They just aren’t as smart in this regard.
Toyota, though, behaves no differently than GM, Ford, Chrysler, Nissan, or VW and has not in recent memory been more trustworthy than these companies. But apparently many people felt they were more trustworthy anyway. This illusion is now, in many cases, gone.
What does this matter? Well, when you trust someone to do the right thing, you don’t pay nearly as much attention to what they’re actually doing. You buy the car blindly. Going forward, car buyers will be scrutinizing both Toyota and its cars more closely. Those who want to buy a car with a minimum of research and thought are now much more likely to go elsewhere.




I wanted to check this out at the show, but when I asked if I could sit in it the Cadillac designer said, “We’d prefer not.” This was a one-off prototype, and potentially fragile.
We’ve seen the overall shape before in the Toyota Matrix, Pontiac Vibe, Mazda3, and so forth. But the proportions and detailing of this exterior are very nicely done–and better than in the cars just listed. That said, will anyone notice? Inside, even though the upholstered IP is unlikely to make it to production, the new Aveo is clearly much more stylish than the current one.
Buick introduced a likely high-performance GS variant of the upcoming new Regal. The GS was rumored to share a 335-horsepower turbo V6 with the top Opel Insignia. Though allegedly this engine was in the car shown, we’ll instead get a 255-horsepower version of GM’s 2.0-liter turbo four. More impressive: 295 foot-pounds of torque and, to handle it, all-wheel-drive. The 220-horsepower version of this engine already slated for the Regal is paired with front-wheel-drive. In either case a manual transmission will be offered in addition to the automatic dealers will actually stock.
I found one nit to pick with this car: cheap-looking plastic caps over the lug nuts. I mentioned this to a GM engineer. His response: exposed chrome lug nuts like those on the LaCrosse tend to rust, and become difficult to remove. But is there no more attractive solution?
Previous solutions, especially that on the previous generation BMW 7-Series, have made it difficult to figure out–and then remember–how to make some of the less often used adjustments. Buttons often have to serve multiple duties, and these have been difficult to sort out whether they are located on the side of the center console or the side of the seat.
Audi’s solution in the new A8 is the best yet. Initially I couldn’t figure out the purpose of the wheel the encircles what appears to be a four-way lumbar control. Then I noticed that an image of the seat was displayed on the LCD screen in the center stack, with the selected area of the seat highlighted in red.
I paid much more attention to the new Audi A8. I personally find the new sheetmetal unattractive, or at least boring, and certainly far less distinctive and attractive than the current A8. The front end is too massive, the wheel openings cut too high into the body (for overly large wheels?), and the beltline (base of the side windows) and the character line below it are too horizontal. At best it’s boring.
So I was shocked when a group of distinguished designers voted the new Audi A8 the best production design introduced at the show. With few new designs introduced, they didn’t have many to select from. But still, this one? I’d have gone with the 2012 Ford Focus. Clearly these designers know nothing about design!