Customer satisfaction with heavy-duty trucks has decreased due to problems related to EPA emissions compliance, according to a study by J.D. Power and Associates.
The increase of problems relating to technology involved in emissions control include those with engine electronics, electronic control module calibration and the EGR valve, among others.
Engine and fuel-related problems now rate at 81 per 100 vehicles, up from 71 per 100 vehicles in 2011.
“The new engines are proving to be more fuel efficient and allowing greater up-time between service, so despite initial quality issues, the new technology may offer a greater return on investment in the long run,” said Brent Gruber, director of commercial vehicle operations at J.D. Power and Associates.
“At the industry level, the new, more complex engines designed to meet EPA regulations are resulting in additional problems and downtime, which also has a financial impact on owners because they’re not making money when their truck is down for service,” Gruber added.
One positive note regarding the reduced-emissions engines is the average service time, which has increased. Owners now go an average of 22,703 miles before service, as compared to 20,303 in 2011.
J.D. Power and Associates is a global marketing information services company providing forecasting, performance improvement, social media and customer satisfaction insights and solutions.