The J.D. Power and Associates' 2006 Heavy-Duty Truck Customer Satisfaction Study suggests that problems with emissions reduction technology degraded Class 8 truck quality in '04 models compared with '03 models. By 2004, all trucks had to comply with '02 engine emissions standards.
Owners of '04 models report their trucks were down an average of 4.1 times in the past year, compared with 2.9 times in '03 models, and that downtime increased to 9.7 days from 6.6 days. According to J.D. Power, “much of that increase [was] attributed to engine-related problems.”
Kenworth ranked the highest in customer satisfaction in three of four segments: over-the-road, pickup & delivery and dealer service. International Truck and Engine Corp. ranked highest in the vocational segment, and came in a close second to Kenworth in the dealer service.