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Car owners getting more irritated with their repair experiences, study says

The J.D. Power U.S. Customer Service Index Study (CSI) is a barometer of a vehicle owner's happiness with the service experience. While it wasn't all bad in the 2023 study, the overall owner satisfaction score dropped. This year's tally of 846 out of 1,000 is two points down from 2022, the 43-year-old study's first decline in more than 28 years, and one point down from 2021. However, the overall score remains well up from the pre-pandemic scores of 821 in 2018 and 837 in 2020. The study claims the stumbling block is the horde of BEV launches. The flood into the new energy space has created a recall rate among EVs that's more than double the rate for ICE vehicles. Furthermore, dealership service department knowledge of EVs isn't on par with internal combustion engine expertise, leaving EV owners less satisfied with service advisors compared to ICE owners. Chris Sutton, VP of automotive retail at J.D. Power, said, "As training programs for service advisors and technicians evolve, EV service quality and customer experience must address both the vehicle and the unique customer needs. The EV segment has the potential to spur massive convenience improvements in how customers service their vehicles — but weÂ’re not seeing the benefits yet." Matters are slightly worse for all owners, though, with labor and parts shortages contributing to longer wait times for service appointments. The CSI study surveys owners and lessees of one- to three-year-old vehicles to gauge their happiness with service at franchised dealer or aftermarket service facilities for maintenance or repair work. The criteria in order of importance are service quality (32%); service advisor (19%); vehicle pick-up (19%); service facility (15%); and service initiation (15%). Lexus retains the top spot for luxury brands, giving it three wins in four years. The Japanese automaker won in 2020 as well, its run interrupted by Porsche in 2021. Cadillac, Infiniti and Acura complete the luxury top 5.  For mass-market cars, Mitsubishi wins again after a victory in 2021 and falling to fourth last year. It's followed by Mazda, Buick, Subaru and Mini.  Considering the different service needs and service experience of different body styles, the study has broken results out by segment for the first time. Lexus earned a second victory thanks to winning the premium SUV segment, and Mitsubishi earned a second victory by winning the mass-market SUV/minivan category.

GM recalls half-million full-size SUVs to address seatbelt issue

GM is recalling its redesigned full-size SUV models to address improperly riveted mounts securing the third-row seatbelts that may fail in the event of an accident. The population includes the 2021-2022 Cadillac Escalade and Escalade ESV, 2021-2022 Chevrolet Suburban and Tahoe, and 2021-2022 model year GMC Yukon and Yukon XL, for a total of 484,155 vehicles. "Operators at the supplier’s manufacturing plant may have not properly followed manufacturing processes and inadvertently missed the rivet forming operation," GM said in its defect report to NHTSA. "In certain of these vehicles, the rivet that retains the buckle to the mounting bracket in the left or right side third-row seatbelt buckle assembly may not have been properly formed during the manufacturing process. If the third-row seatbelt assembly is not properly riveted, it may not properly restrain occupants in a crash, increasing the risk of injury." Fortunately, the fix is relatively simple. GM service technicians will inspect the rivets on the rear seatbelt buckle assemblies and replace the entire unit if the rivets are not to spec. Dealer notifications have already been distributed; owners should receive notice start in September. Related video: Cadillac Chevrolet GM GMC Ownership Safety SUV

GM investing $439 million in Corvette plant

General Motors is slowly trickling out announcements about its $5.4 billion in US plant upgrades over the next three years. The latest one is something that fans of one of America's most beloved sports car will be happy about. The Bowling Green, KY, factory that assembles the Chevrolet Corvette is receiving $439 million of those funds to build a new paint shop. Covering 450,000 square-feet, the site will make painting the 'Vette more efficient and environmentally friendly. The upgrades there include robots that use paint more effectively, technology to eliminate sludge water, LED lighting to improve inspections, and less energy-intensive baking ovens. While the groundbreaking is already complete for the building, full construction is expected to begin this summer and take two years. This is the biggest upgrade for the Kentucky factory in a few years. In preparation for the latest Corvette, the Bowling Green plant received $131 million in 2011 for upgrades and to add more workers there. Related Video: Chevrolet Corvette Plant Gets $439 Million in Upgrades New, environment-friendly paint shop drives efficient production, retains 150 jobs 2015-05-21 BOWLING GREEN, Ky. – Torch Red, Shark Gray Metallic and Laguna Blue Tintcoat, three popular palate choices on the 2015 Corvette, kept the marketers who make up names working late. Now they can dream about more painstakingly precise pigments, thanks to a new paint shop that is among $439 million being invested at the only plant in the world that builds Chevrolet's iconic sports car. General Motors announced the moves today that include retaining 150 jobs and building the 450,000 square-foot paint shop that is almost half the size of the entire current production facility. The investment builds on approximately $135 million GM has invested in the plant over the last four years for the new Corvette Stingray and Performance Build Center. The announcement was followed by a groundbreaking event for the new paint shop. "The Corvette is one of Kentucky's most-cherished icons," said. Lt. Gov. Crit Luallen. "Such a significant expansion of the Bowling Green Assembly Plant will help the company remain competitive in the region and around the world." Construction of the new paint shop, which includes substantial technology upgrades, is planned to begin this summer and take approximately two years to complete. Corvette production schedules will be unaffected by the construction.