Three years ago I suggested that Detroit win back car buyers by doing something no one seemed to be doing: provide customer care deserving of the name. In a similar vein, Steve Lang recently asked readers whether manufacturers or the government should do more when a model commonly suffers from an expensive problem. Well, according to an article in Automotive News this week GM has strongly encouraged its dealers to pick up the tab on more out-of-warranty repairs to reward and create loyalty.

According to the article, the bottleneck hasn’t been GM—the customer care money has been there, but dealers have been too tight with it because of fears that GM would punish them if they spent it. Why did dealers have these fears in the first place? The article doesn’t say. The important thing isn’t how these fears came to exist, but that they’re currently unwarranted. One dealer calls the new “open pocketbook” approach to keeping customers happy a “seismic shift.” Problem solved?

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Remember the video of Volkswagen CEO Martin Winterkorn testing the quality of the new Hyundai i30? Thanks to Autobild, we’ve found a companion video from the Frankfurt Show, in which Winterkorn, along with VW Chairman Ferdinand Piech, gives the once-over to the new European-market Honda Civic. According to Autobild, Piech kept his nickname “Fugen-Ferdi” (Gap-Ferdi) relevant by checking the new Civic’s panel gaps. And, in contrast to the Hyundai video, the intelligible portions of Winterkorn’s commentary were less than entirely complimentary. The German magazine reports

A member of the VW entourage says that “(Honda) has had good role models.” But the big boss played down the praise for VW with a smile, and responded generously “they were once a role model for us.”

Note the use of the past tense, then contrast with Winterkorn’s reaction to the Hyundai. In just two videos you can see the balance of automotive power shifting…

Sorry to bring you here under false pretenses, but TTAC can’t actually afford the kind of “spy photographs” that are so perfectly posed they almost seem like manufacturer-released press shots. Happily, Autocar can, and has given the internet the first camo-free photography of the new baby Carrera GT-look Boxster S. So go ahead, surf on over, but then be sure to scurry back here to discuss the new look. We don’t have to pay Brenda Priddy to do that, do we?

Onstar may have been pressured by privacy activists into dropping changes to its terms of service, but the telematics service is still betting that people want to be more connected than ever. So much so that it’s going offer a service allowing you to rent your car out to strangers.

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Whenever our man in Brazil, Marcello DeVasconcellos reports on new model introductions in his home country, TTAC’s American audience is consistently blown away by the prices commanded by new cars there. Once, when asked why a new VW Amarok costs the equivalent of about $66,000 US dollars in Brazil, Marcello replied

Besides the very high taxes, there are the very, very healthy margins car makers practice down here.

Perhaps too healthy.

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Hyundai and Kia are technically separate companies, with Hyundai owning less than 50% of its junior partner. But as the two major divisions of the Hyundai-Kia Motor Group, the two firms share resources and align their strategies through carefully-maintained relationships in the classic Korean chaebol (conglomerate) fashion. Hyundai has long been the senior partner in the relationship, getting the newest technologies and the most expensive new cars. But in both Korea and abroad, Kia is beginning to catch up with its big brother, raising questions about the future shape of its delicate relationship. Together, Hyundai and Kia enjoy a dominant position in Korea, earning 45.2% and 33.2% of the overall Korean market in 2010 (including commercial vehicles).  But if you just look at sedans and SUVs, the Korea Herald reports that their 2010 market share numbers are much closer: 39.6% and 35/7% respectively, and converging

Hyundai Motor Group is focusing on the possibility that Kia will catch up with Hyundai within one year in terms of monthly market share ― for sales of sedans and sport utility vehicles ― domestically for the first time…

The gap for sales of sedans and SUVs have continued to narrow ― 22.9 percentage points in 2007, 17 percentage points in 2008, 15.4 percentage points in 2009 and 3.9 percentage points in 2010.

And this fresh-brewed sibling rivalry isn’t just about Korea: around the world, Kia is catching up. And this shifting relationship is shaking things up at the highest levels of the group’s leadership.

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Like the Chevrolet Cruze before it, the new Malibu was supposed to debut in Korea (probably as a Daewoo) a good year before it arrived in the US. But a few things have changed in GM’s relationship with its Korean unit, no longer called Daewoo but GM Korea. The Daewoo brand is gone, for one, replaced by the Chevrolet bowtie. And with Bob Lutz’s blessing, GM CEO Dan Akerson pulled forward the US Malibu launch by some six months, which means we should be getting it in the first quarter next year.

And though the possibility of a simultaneous global launch is still out of reach (video of the Korean launch can be found here), this model is a key element in GM’s globalizing effort, replacing not only the US Malibu, but also the Daewoo Tosca (a.k.a Chevy/Holden Epica). We knew GM has way too many architectures across its global lineup, but were you aware that the Tosca/Epica had optional Porsche-designed transverse straight-six engines, in 2.0 and 2.5 liter configurations? Neither did I. But with the new Malibu, it’s straight-up-and-down GM: the Epsilon II platform, with 2.0 or 2.4 Ecotec engines (in Korea, anyway… an all-new 2.5 liter engine is on tap fro the US). We may be quick with the Daewoo jokes, but this new Malibu is doubtless making the automotive world a much smaller, more homogenous place. Welcome to the future… [Hat Tip to our man in Korea, Walter Foreman}

I’m sure the resident anti-GM-bias patrol won’t look kindly upon this double-dose of Volt skepticism, but at the point that GM’s Volt production is ramped up well above its sales rate, we should be paying attention to what GM is saying about the challenge of marketing the Volt. Automotive News [sub] reports that it’s still too early to compare Volt and Nissan Leaf deliveries in terms of a competition, arguing

Chevrolet and Nissan are still selling to early adopters and green enthusiasts and will be for most of the coming year. Their real challenge is to learn how to market the high-profile cars to mainstream U.S. consumers in mass-production volumes in 2012 and beyond.

To prepare for that, both automakers are using 2011 as a sort of practice year, taking notes, tinkering with tactics and honing their marketing messages.

And according to GM sources, there’s a lot of honing to do…

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Is the Chevy Volt a flop? It’s a question that plenty of folks both inside the industry and beyond seem awfully curious about, and one that I’ve tried to stay away from until we had some strong data to go on. And with nine months of 2011 under our belt, we’re starting to get a sense of where the Volt is going… and it’s not been all reassuring news. Jalopnik notes that such unloved GM models as the Buick Lucerne and Chevy Avalanche outsold the Volt last month, but failed to look at the important stuff: production as compared to deliveries, and inventory. Jalopnik does quote a Cars.com inventory  figure of 2,600 Volts on dealer lots, although the latest data we have from Automotive News [sub] shows 1,400 units in the national inventory as of September 1… which at that point  constituted a 121-day supply. Add in the 1,644-unit differential between Volts built and Volts sold in September, and the estimated Volt inventory across the nation should be closer to 3,000 units. We will be sure to update when AN gets new inventory numbers, but for now, the signs aren’t promising.

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As goes the pickup and SUV market, so go the Detroit automakers. In recent years, that’s bee a big factor in the decline of the domestic automakers, but now, even with gas flirting with the $4/gal mark, trucks are fueling strong sales performances. Chrysler’s sales are up 27% on 42% Ram brand growth and a 24% improvement in Jeep volume. GM’s enjoyed 34% growth in truck sales, eclipsing far more modest improvements in cars and crossovers. And now that Ford has reported its September sales, it’s official: with 15% truck growth at the Blue Oval, all three Detroit firms have put in a strong truck performance. All off which is great news for Detroit… for now. But even a brief spike in prices at the pump could see those healthy black numbers turn red in a heartbeat. We’ve certainly seen it happen before…

Hit the jump for our developing table of September sales.

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Hyundai may have solved the mystery of the rattle-free steering wheel adjustment with it’s new i30, but apparently there are still some details to work out with the model. Like, what grille to give it? Do you go with the standard, stripped-down look (left), or do you spring for the gilled, bottom-feeder, Mazda-reject look (right)? Decisions, decisions… [H/T: Nikola]

As a global vehicle, the Mitsubishi Outlander Sport is already something of a name-shifter. In Europe the compact crossover is called the ASX, and in Japan (and Pacific Rim export markets) it’s part of the proud RVR lineage that dates back to the Eagle Summit. And now it’s shifting shapes as well, morphing into a set of French twins: the Citroen C4 Aircross and the Peugeot 4008. And unlike their big siblings, the blatantly Outlander-based 4007 and C-Crosser, these twins are from the new school of brand-engineering. In terms of sheet metal, only the doors carry over directly from the Outlander Sport… although the roofline gives away the secret. But the fact that PSA is rebadging Mitsubishis at all might just give you a little insight into why Mitsu is doing relatively well as a company, despite a weak image and sagging sales in the US: a little market share in a lot of markets still pays the bills.

The NYT’s opinion page has a provocative piece by Siddhartha Deb today. It explores the role that automobiles play in the class dynamics of a modernizing India. Deb writes

Until the mid-1990s, cars had been mainly available in two models in India: the unglamorous, onion-shaped, sturdy Ambassador and the more aerodynamic Maruti 800. Both were produced by state-run companies (though the latter had a partnership with the Japanese company Suzuki). But when India began to open its markets, a wide range of cars became available, just as rising middle-class incomes and cheap consumer credit made buying such cars feasible.

In many ways, the marriage between the Indian middle class and the automobile culture has been disastrous. Roads remain awful, drivers continue to be erratic, and traffic in cities like Delhi and Bangalore is worse than ever. And yet the car has become deeply enmeshed with upward mobility, while also complicating that mobility. In the India of the Ambassador and the Maruti, the distinction was largely between those who owned cars and those who did not. In the India of Ford, Fiat, Hyundai and Mahindra — where there is even a very cheap indigenous model called the Tata Nano — distinctions are parsed in terms of the model one owns.

Drom the Bollywood producer’s suit-matched Bentley Continental to a struggling middle class couple’s divorce over the wife’s aspirations to a red Mitsubishi Pajero, Deb documents the cars, and other forms of transportation, which help define the emerging class order in India. It’s a brief but intriguing glimpse into the social impact of cars in a rapidly-growing economy, and it illustrates how cars both affect and reflect the fabric of social order. Give the whole thing a read if you’ve got a spare minute.

[Editor’s note: the following block-quoted passages were sent to us by an enterprising anonymous tipster (italicized passages were quoted in the original from linked sources). I’ve decided to let the argument speak for itself, and simply interject a few thoughts (non-block-quoted) towards the end.]

On their Q2 earnings call, GM gave this presentation [PDF] and made the following claims:

“On Slide 12, we provide what we view as key performance indicators for GM North America. The 2 lines on the top of the slide represents GM’s U.S. total and retail share. The bars on the slide represent GM’s average U.S. retail incentives on a per unit basis. Now U.S. retail incentives as a percentage of average transaction price and compared to the industry average is noted at the bottom of the slide.

“For the second quarter of 2011, our U.S. retail share was 17.6%, up 1.3 percentage points versus the prior year and down 0.6 percentage points versus the prior quarter due to the absence of the first quarter sales programs. Our incentive levels on an absolute basis have declined significantly from the prior year as well as sequentially. On a percentage of ATP basis, our incentives were 8.9%, down 2 percentage points versus the prior year. This puts us at approximately 103% of industry average levels for the second quarter of 2011, flat versus the prior year.

“In terms of incentive levels, our plan continues for us to be at approximately the industry average for the year on a percentage of ATP basis. These results for share and incentive demonstrate the impact of our plan to produce great vehicles the customers are willing to pay for.”

I did not try to verify the first part of the highlighted claim (that incentives have declined compared to previous year totals), but the second part of the claim (that incentives have declined sequentially) is demonstrably false.

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Are car buyers rational? Anyone who deals with car-shopping consumers on a regular basis would probably answer with a hearty “no.” In fact in my experience, helping prospective car buyers navigate the many considerations and options available on the market usually ends with me throwing up my hands and saying “if you like a car, just buy it.” But according to research cited by Wired’s Jonah Lehrer, conscious reasoning might not be the ideal way to shop for a car in the first place. Sometimes “going with the gut,” and making a decision without thinking it through is the best way to solve complex choices like finding the car that’s perfect for you.

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