Reply to Mad in Malibu
We could fill a digital universe with the complaints about Mercedes’ quality. So I do understand the fury of “Mad in Malibu.” But 2001 was a peak year for quality woes at Mercedes. The real question is how far have they come since 2001 in getting quality back to an acceptable level for a car packed with cutting-edge technology — and how seriously have they tackled their reputation for appalling service. Mercedes still can’t point to a huge quantifiable improvement based on external US rankings. And many once-loyal customers have moved on to more reliable brands, such as Lexus. But long-overdue changes are underway behind the scenes in Stuttgart to improve the way Mercedes designs, engineers and builds cars. Keep a sharp eye on the 2007 round of J. D. Power quality and reliability surveys. What about the new S-Class? Any disillusioned owners out there?
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