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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

Dealers mobilize to protect their margins from automaker subscription services

Six individual auto brands — Lincoln, Cadillac, Porsche, Mercedes, BMW and Volvo — have established or are trialing a vehicle subscription service in the U.S. Three third-party companies — Flexdrive, Clutch and Carma — run brand-agnostic subscription services. And three automakers — Mercedes-Benz, BMW, and General Motors — have also launched short-term rental services. Dealers, afraid of how these trends might affect their margins, are building political and lawmaking campaigns to protect their revenue streams. So far, three states are investigating automaker subscriptions, and Indiana has banned any such service until next year. It's certain that those three states are the first fronts in a long political and legal battle. Powerful dealer franchise laws mandate the existence of dealers and restrict how automakers are allowed to interact with customers to sell a vehicle. On top of that, Bob Reisner, CEO of Nassau Business Funding & Services, said, "Dealers and their associations are among the strongest political operators in many states. They as a group are difficult for state politicians to vote against." In California earlier this year, the state Assembly debated a bill with wide-ranging provisions to protect against what the California New Car Dealers Association called "inappropriate treatment of dealers by manufacturers." One of those provisions stipulated that subscription services need to go through dealers, but that item got stripped out when dealers and manufacturers agreed to discuss the matter further. In Indiana, Gov. Eric Holcomb signed a moratorium on all subscription programs by dealers or manufacturers until May 1, 2019, to give legislators more time to investigate. Dealers in New Jersey have taken their campaign to the state capitol, asking that the cars in subscription programs get a different classification for registration purposes. Automakers run the current subscription services and own the vehicles. Sign-ups and financial transactions happen online or through apps, leaving dealers to do little more than act as fulfillment centers to various degrees, with little legal recourse as to compensation amounts when they're called on to deliver or service a car. That's a bad base to build on for business owners who've sunk millions of dollars into their operations.

Mercedes-Benz GLE Coupe is ready to tackle BMW's X6

Under the chiseled hood of the GLE 450 AMG sits a 3.0L, twin-turbo V6 with 362 hp and 384 lb-ft. Years after the polarizing BMW X6 originally hit the market, Mercedes-Benz has finally unveiled its slope-roofed challenger, and much like Munich's Sport Activity Vehicle, we think the new GLE Coupe will split opinions rather dramatically. While it clearly shares its form factor with BMW's X4 and X6, the GLE Coupe's styling is all Mercedes, borrowing the more organic shapes used on the company's most recent new model, the AMG GT. Strips of chrome and the iconic silver arrow logo bisect a large, rectangular grille, while the fascia on the GLE 450 shown above features three rather dramatic lower air intakes. The headlights, meanwhile, fit in with MB's latest styling language. In back, slim, wraparound taillights share some resemblance with the new S-Class Coupe. The cabin is recognizable and looks to be of extremely high quality, with the featured vehicle showing off quite a lot of carbon-fiber trim. A thick-rimmed, flat-bottomed steering wheel dominates the driver's area, while a large, tablet-like display crowns the center stack. The same sort of touch-controlled interface and input dial found on the new C-Class controls the information on that screen. Under the chiseled hood of the GLE 450 AMG, the first of Mercedes' AMG Sport models, sits a 3.0-liter, twin-turbocharged V6. Unlike the 329-horsepower unit in the C400 and E400, the force-induced V6 generates 362 hp and an equally robust 384 pound-feet of torque. It's mated up to a new nine-speed automatic transmission and Mercedes' 4Matic all-wheel-drive system. A new version of the popular Airmatic suspension is being offered with the ADS Plus continuously variable dampers while Mercedes is also fitting its Active Curve System, complete with active roll stabilization. Mercedes doesn't provide many additional details on the GLE Coupe range, as it were. We know about the 450 AMG, but it's not clear whether there will be a GLE 400 or non-AMG 450, or if Mercedes will move it down market and offer a GLE 350 to compete with the X6's xDrive35i. There's also no mention of when or where the new model will debut, although previous reports point to the 2015 Detroit Auto Show. Prices and an on-sale date, meanwhile, have not been revealed. Scroll down for the full press blast from Mercedes-Benz on its newest model, the 2016 GLE Coupe. Premiere: Mercedes-Benz GLE Coupe A sportier choice Stuttgart.