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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.

Star Wars Car Drives To The Dark Side Of Comic Con

When it comes to designing coveted collectible toys for sale at Comic-Con, the annual celebration of pop culture lifting off Thursday in San Diego, the sky's the limit for the designers at Mattel. Fittingly, the building where Mattel's dreamers conceive of their limited-edition playthings is just down the street from the Los Angeles International Airport. Inside the colorful design center - a Hot Wheels-themed shuttle bus transports employees from Mattel's parking garage - the designers have spent the past year working on 10 toys created especially for the Comic-Con crowd, including a replica of the Batmobile from the upcoming game "Batman: Arkham Knight" and a 9-inch-tall action figure of Superman killer Doomsday. "We don't have to worry about retail. We don't have to worry about margins," said Doug Wadleigh, Mattel's senior vice president of global brand marketing for boys and entertainment. "We don't have to worry about operational efficiencies. We only have to worry about creating the coolest toys for our fans. Period." It also offers some escape from Mattel's reality these days. Like other toy makers struggling in this digital, video-centric age, the company is trying to remain relevant in the retail world. Core brands like Barbie have seen less of a demand, with a 14 percent drop in sales in the first quarter of this year. Mattel had a net loss for the first three months ending March 31 that totaled $11.2 million. But things will at least seem rosier at Comic-Con, where eager buyers for the toys await (the only other place they will be sold is on the Mattel collector's site). Mattel's exclusives this year run between $20 and $85, but elite toys can fetch much more when they're put up for auction. The crown jewel for Wadleigh and his team this year is a Darth Vader die-cast car, the first official collaboration from Hot Wheels and the "Star Wars" franchise. The car - imagine if a Chevrolet Corvette C5 and the villainous Sith lord's helmet had a baby - comes in a sleek black box and encased in a replica of Vader's lightsaber, complete with a swooshing sound effect. "We've been trying to partner with Lucasfilm and Disney on this property for a long time," said Wadleigh. A full-size working replica of the Vadermobile will be on display at Mattel's booth at the massive San Diego Convention Center.

Volvo and GM team with Amazon for in-car deliveries

Volvo and GM are the first automakers to pair their vehicles with a new service from Amazon that lets owners have their packages delivered inside their cars, without them having to be there. The service will initially be rolled out in 37 U.S. cities at no extra charge to Amazon Prime members with a Volvo On Call or OnStar account, and it works with same-day, two-day and standard shipping. It's intended as an alternative for people who don't want to risk having their package stolen from their front porch or receive deliveries at their workplace, and both automakers say it's an example of how they're embracing innovation as a way to make their customers' lives easier. Volvo released a video (above) showing how the service works. Users download the Amazon Key App (or " Ama-zin," as the narrator pronounces it) and link their Amazon Prime account with their Volvo On Call account — or OnStar, in the case of GM-branded vehicles. Once they register their delivery location in a publicly accessible location, users can select the "In-Car" option at checkout. They get a notification when the delivery is en route and once it's completed and the car is relocked. Volvo has been offering in-car delivery in certain European countries since 2015 through its Volvo On Call platform, which enables services like the ability to send calendar-based navigation destinations directly to the vehicle, find nearby gas stations and help locate the vehicle when you forget where you parked it. Volvo says the platform is now available in roughly 50 countries and covers more than 90 percent of its global sales. The service is compatible with 2015 or newer Volvo, Buick, Cadillac, Chevrolet and GMC vehicles. Volvo says it's available to the majority of Volvo owners, while GM says more than 7 million vehicle owners can qualify. The service is expected to roll out to more cities later. You can check eligibility at amazon.com/keyincar. Related Video: Buick Cadillac Chevrolet GM GMC Volvo Technology Infotainment Amazon connected car volvo on call e-commerce