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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.

Chevy Colorado Z71 Trail Boss 3.0 concept heads to SEMA

Chevrolet is presenting a new take on the Colorado pickup at the SEMA show this year. The show truck picks up where the Colorado Z71 Trail Boss Edition leaves off, with numerous accessories from the parts catalog as well as several custom additions. The SEMA truck is based on a Crew Cab model with four-wheel drive, painted red with rally stripes. Among the features added from the catalog are a sport bar with LED auxiliary lighting, mounted to the cargo bed. It's also stylistically augmented with fender blares, Bowtie emblems, and rocker steps all done up in black to match the 17-inch alloys shod with Goodyear DuraTrac all-terrain tires. Chevy has also equipped this truck with an automatic locking rear diff, a transfer case shield, recovery hooks at the front, a spray-in bedliner, projector-beam headlamps, fog lamps, and all-weather floor mats. Chevy has also fitted this pickup with color-keyed door handles and mirror caps, upgraded exhaust and air intake, rubber floor liners, brushed metal interior trim, and an illuminated grille badge. Public reception will determine how many of these and other additional features will be considered for production. Colorado Z71 Trail Boss 3.0 Concept Shows Off-Road Style New styling accessories, performance parts enhance trail-ready capability LAS VEGAS – The Colorado Z71 Trail Boss Edition is designed for those who want to blaze their own trails and Chevrolet's new Z71 Trail Boss 3.0 concept vehicle enhances its off-road style with new Chevrolet accessories and performance parts. Chevrolet introduced the new concept vehicle at the SEMA Show today, where it joined concept versions of the Silverado 1500 and HD models to demonstrate the depth and breadth of the brand's three-truck lineup. "The Colorado Z71 Trail Boss Edition is made for tackling the tough terrain required to get away from it all and this concept version does it with rugged style," said Sandor Piszar, director of Chevrolet Truck Marketing. "And whether it's the Colorado, Silverado 1500 or Silverado HD, there's a Chevy truck to take you where you want to go, regardless of whether there's a road leading there." The production 2016 Colorado Z71 Trail Boss is offered in extended and crew cab configurations, with a choice of a long or short cargo bed and available 4WD – as well as the all-new 2.8L Duramax turbo-diesel, which takes the maximum trailering rating up to 7,700 pounds.

GM investing $167m in Spring Hill for new midsize vehicles

General Motors has announced a large investment in its Spring Hill, Tennessee facility. The former home of Saturn production will be getting a $167 million addition to a previously announced $183 million, to cover a pair of new midsize vehicles. The investment is expected to create 1,800 jobs at the factory.
That $350 million is being divvied up for a pair of programs at Spring Hill. The first will take the bulk of the money ($223 million) and create 1,000 of the 1,800 jobs, while the other will take the remaining $127 million and generate the leftover 800 positions. But GM says the investment will cover "midsize vehicle programs." So what could they be?
The leading candidate in our minds is a new crossover for Buick, called the Anthem, that will slot between the Encore and Enclave, but will be slightly smaller than the Equinox and Terrain. As we've explained, the new model will likely be the first product to sport GM's new D2UX platform, which will eventually replace both the Delta and Theta platforms. Spring Hill is already building the Equinox, so there could be some credence to this theory.