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Mystery shoppers love Infiniti, hate Tesla

Infiniti, followed by Lexus tied with Mercedes-Benz took the top two spots for best sales experience according to mystery shoppers from the latest Pied Piper Prospect Satisfaction Index, while EV manufacturer Tesla recorded the lowest overall score. Not surprisingly, premium brands dominated the top ranks. Including the three already mentioned, luxury brands occupied seven of the top ten spots and included Audi, BMW, Porsche, and the only American brand to crack the upper echelon, Cadillac. Toyota, Volkswagen, and Nissan rounded out the first ten positions. The news for domestic automakers isn't good. Aside from Caddy, the only other star-spangled automaker to score above the industry average is Chrysler. The rest of FCA, most of GM, and all of Ford fell below the line. But Pied Piper's mystery shoppers handed Tesla the biggest walloping – the company is ten full points below the next lowest brand, Volvo, and its score of 86 is 17 below the average of 103. It's baffling, considering the company's touted direct-sales model. "Tesla leaves me scratching my head," Fred O'Hagan, Pied Piper's president and CEO, told Wards Auto. "They own all of their stores, so you would think each one would be doing the same thing. But they're not. Tesla is consistent in its inconsistencies." O'Hagan added that there's a "huge variation" in Tesla's store-to-store effectiveness, and that in some cases, shoppers found showroom workers that acted more like "museum curators," Wards Auto reports. It might be popular to call Tesla the Apple of the car world, but based on Pied Piper's work, the brand has a long way to go to emulate the uniform shopping experience of an Apple Store. The news might be bad for Tesla, but even for the brands that scored below average, there's cause for celebration. Only Tesla and Mini lost points in this year's rankings, and only Mercedes and Lincoln held steady. Every other brand, including Infiniti, which topped the index for the first time, gained at least one point. The biggest improvements belong to Porsche, Land Rover, and Mitsubishi, which all jumped five points. Pied Piper's annual Prospect Satisfaction Index uses mystery shoppers – over 6,100 this year – from across the country to assess dealers and generate rankings from over 50 individual factors. News Source: Pied Piper via WardsAuto Green Audi BMW Cadillac Chrysler Infiniti Lexus Mercedes-Benz Nissan Tesla Toyota Car Buying Car Dealers study

Chrysler CEO's brand vision: More products, tech, care and quality

The debut of the Chrysler Airflow battery-electric crossover at the Consumer Electronics Show was meant to be the harbinger of Chrysler's arrival as a 21st-century brand. After four months on the job as brand CEO, former Ford and Honeywell executive Christine Feuell opened up on her vision for the Pentastar in interviews with Automotive News and The Detroit News. When Stellantis asked each of its 14 brand chiefs for one word to describe their intentions, Feuell's word was "transformation," that overhaul seeing Chrysler become the mothership's "startup brand." The obvious sum of those two intentions is more technology, the good news about them is that there will be more product, the best news about them is that there will be more quality. The Airflow is said to arrive by 2025. Chrysler's two current products, the Pacifica/Voyager minivan and 300 sedan, will be replaced by new offerings that serve those same two segments but that are "a vast departure from what's in the market today." Beyond these three nameplates, visitors to Chrysler dealer lots will be able to choose from "a number of brand-new products that don't exist today." We'll guess there'll be one or two more crossovers in addition to whatever else comes, since that form factor hasn't begun to run out of steam. A couple more family conveyances after the Airflow would cement the Auburn Hills automaker as the people-hauler arm of Stellantis' U.S. quartet. We're told to expect something "in the largest segment," in TDN's words, but we're not certain if "largest" refers to the segment size or vehicle size.   Naturally, these transports will be electric, Chrysler aiming to be all-EV by 2028. Feuell said the Pacifica Hybrid has been able to poke its nose into a demographic of tech-friendly buyers, specifically, diverse millennial females with higher incomes. She wants to expand on that success, becoming an attractive option to families with a fair bit of disposable income — you know, Tesla buyers. Assuming she can translate her vision into good product, those shoppers will find in Chrysler "clean mobility, seamless technology," and unexpectedly rewarding ownership experiences.

Jeep in St. Louis hacked from Pittsburgh

One of America's most popular vehicles contains a security flaw that allows hackers to remotely commandeer it from anywhere on the planet. Cyber-security researchers Chris Valasek and Charlie Miller say they've accessed critical vehicle controls on a 2014 Jeep Cherokee that allowed them to remotely control critical vehicle functions like braking, transmission function, and steering. Automakers have downplayed the possibility a car could be remotely compromised, but the significance of the findings detailed Tuesday could cause them to reevaluate the threats posed to hundreds of thousands of vehicles already on the road. A key finding – the pair needed no physical access to the Jeep to pull off the attack. Valasek and Miller accessed the controls via a security hole in the Sprint cellular connection to Chrysler's UConnect infotainment system. In the course of their research, Valasek sat in his Pittsburgh home and remotely manipulated Miller's Jeep as he drove along a highway outside St. Louis. If you know a car's IP address, they say, a hacker could control it from anywhere. "We didn't add anything, didn't touch it," Valasek told Autoblog. "A customer could drive one of these things off a lot, and they'd have no clue it had these open attack surfaces." Remotely, he disabled brakes, turned the radio volume up, engaged windshield wipers and tampered with the transmission. Further, they could conduct surveillance on the Jeep, measuring its speed and tracking its whereabouts. They conducted the experiments over multiple breaches. They made their findings public on the same day the National Highway Traffic Safety Administration, the federal agency in charge of vehicle safety, released its latest report on the readiness of government and automakers to fend off these sorts of cyber attacks. Later today, two US Senators are expected to introduce legislation that would help consumers better understand the potential risks of car hacking. In the early stages of their research, Valasek and Miller found a security flaw in the car's wi-fi that allowed them to remotely manipulate controls from a range of about three feet. But in recent months, they found another vulnerability in the Sprint cellular connection in the UConnect system. That was a key breakthrough. "Lo and behold, we found we could communicate with this thing using cellular, and then more research, and 'Holy cow,' we're using the Sprint network to communicate with these vehicles," Valasek said.