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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.

IIHS: High numbers of drivers treat partially automated cars as fully self-driving

WASHINGTON — Drivers using advanced driver assistance systems like Tesla Autopilot or General Motors Super Cruise often treat their vehicles as fully self-driving despite warnings, a new study has found. The Insurance Institute for Highway Safety (IIHS), an industry funded group that prods automakers to make safer vehicles, said on Tuesday a survey found regular users of Super Cruise, Nissan/Infiniti ProPILOT Assist and Tesla Autopilot "said they were more likely to perform non-driving-related activities like eating or texting while using their partial automation systems than while driving unassisted." The IIHS study of 600 active users found 53% of Super Cruise, 42% of Autopilot and 12% of ProPILOT Assist owners "said that they were comfortable treating their vehicles as fully self-driving." About 40% of users of Autopilot and Super Cruise — two systems with lockout features for failing to pay attention — reported systems had at some point switched off while they were driving and would not reactivate. "The big-picture message here is that the early adopters of these systems still have a poor understanding of the technologyÂ’s limits," said IIHS President David Harkey. The study comes as the National Highway Traffic Safety Administration (NHTSA) is scrutinizing Autopilot crashes. Since 2016, the NHTSA has opened 37 special investigations involving 18 deaths in crashes involving Tesla vehicles and where systems like Autopilot were suspected of use. Tesla did not respond to requests for comment. Tesla says Autopilot does not make vehicles autonomous and is intended for use with a fully attentive driver who is prepared to take over. GM, which in August said owners could use Super Cruise on 400,000 miles (643,740 km) of North American roads and plans to offer Super Cruise on 22 models by the end of 2023, did not immediately comment. IIHS said advertisements for Super Cruise focus on hands-free capabilities while Autopilot evokes the name used in passenger airplanes and "implies TeslaÂ’s system is more capable than it really is." IIHS in contrast noted ProPILOT Assist "suggests that itÂ’s an assistance feature, rather than a replacement for the driver." NHTSA and automakers say none of the systems make vehicles autonomous. Nissan said its name "is clearly communicating ProPILOT Assist as a system to aid the driver, and it requires hands-on operation.

Opel Ampera-e brings a Bolt of EV driving to Europe

The Chevrolet Bolt will take a trip across the Atlantic in 2017 to become Europe's Opel Ampera-e. General Motors won't release any specs for the foreign version yet, but these photos suggest very minor styling tweaks to the upper level of the grille and to the hatchback to add the appropriate brand emblems. We would expect the same electric motor with 200 horsepower and 266 pound-feet of torque and 60-kWh battery as the US model, too. However, the 200-mile range number might change, but only because of the differences in European testing. GM CEO Mary Barra announced the Ampera-e at the CAR Symposium in Bochum, Germany. "GM and Opel have always been convinced that electric cars will play a defining role in future mobility. The game-changing technology of the Ampera-e is a significant step toward realizing that vision," she said. The Ampera-e is also proof that General Motors loves confusing naming for its green models. If the Volt and Bolt aren't perplexing enough, the Ampera-e is just one letter off from the Ampera – the previous-gen Volt in Europe. GM no longer sells the range-extended vehicle there, so at least both names can't be in showrooms simultaneously. However, the similar monikers still might confuse some customers who think the new EV hatchback is closely related to the old sedan. Related Video: OPEL GROUP ANNOUNCES GAME-CHANGING AMPERA-e BATTERY ELECTRIC CAR New battery electric vehicle will break down barriers to electric mobility Five-door, five-seat Ampera-e will have longer range than most electric cars Fun to drive, outstanding connectivity and affordably priced Russelsheim. Opel Group will launch a revolutionary new battery electric car next year, as the company continues the biggest, most far-reaching model offensive in its history with 29 new models between 2016 and 2020. The new five-door, five seat will be called "Ampera-e". It will not only have a longer range on a full charge than most electric cars, it will also be affordably priced. Building on the electrification expertise established with the original Ampera, which set the benchmark for modern electric cars in 2011, the new Ampera-e combines innovative electric-mobility with state-of-the-art connectivity and exciting driving dynamics. Announcing the Ampera-e today at the CAR Symposium in Bochum, Germany, GM Chairman & CEO Mary Barra said: "GM and Opel have always been convinced that electric cars will play a defining role in future mobility.