Mercedes-Benz is improving build quality following customer complaints. The three-pointed star is recognized as one of the world’s top-ten brands, with core values of quality, safety and luxury. Now it seems the German firm has been resting on its laurels, with consumers complaining about the quality of new vehicles. Mercedes-Benz must turn itself around if it is to close the quality gap with rivals BMW and Lexus.
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Mercedes-Benz, the luxury carmaker, has set about revising certain features on its new models following consumer complaints about quality. The German carmaker has in the past been the benchmark for vehicle build quality, yet it was recently placed ninth in the US JD Power quality rankings out of thirteen luxury brands.
It is likely that a strong correlation exists between this below-par quality and the company’s new car sales in the US. Both BMW and Toyota’s Lexus brand outscored Mercedes, and both have eclipsed the firm in the race to be the nations top-selling luxury marque. BMW are currently just ahead, with Mercedes having relinquished its top-spot nearly three years ago.
As a result, new Mercedes-Benz models will have improved ergonomics and interiors, area which generated the majority of the complaints. In particular the latest C-Class and S-Class models were criticized at their launch for not matching their predecessors when it came to interior build quality, lacking their indestructible feel.
However, the likelihood is that Mercedes-Benz will quickly address these issues, and indeed it has already begun the process. The new E-Class has been lauded for its quality, and many critics feel it has finally ousted BMW’s 5-Series as the best-in-class. The improvements will no doubt be made, and with good reason since the luxury car arm is keeping its owner, DaimlerChrysler, in profit.
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By GlobalDataSOURCE: DATAMONITOR COMMENTWIRE
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