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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.

The 2021 F-150 elevates Ford's bed game

The new 2021 Ford F-150 is ushering in a new era of pickup capability, but there's more to it than the introduction of the PowerBoost hybrid. While that new powertrain is certainly the truck's headlining element, the supporting electrical architecture enables a level of utility that hasn't been offered in past consumer half-tons. The true party trick is Ford's new "Pro Power Onboard" feature, which is essentially a built-in generator that provides juice for the 2021 F-150's rather robust in-bed power station. This system is available even on gasoline-engine models, but its utility is maximized with the electrified powertrain. ICE models equipped with the option max out at 2.0 kilowatts, while the PowerBoost hybrid can be had with either a 2.4- or a whopping 7.2-kilowatt inverter.  The idea here is that the F-150 can essentially stand in for a high-output portable generator. In a worksite example provided by Ford, a PowerBoost model with the 7.2-kW upgrade and a single tank of fuel could provide 32 hours of power for an 1,800-watt compound miter saw, a 1,000W circular saw, a 1,200W battery charger, a 1,200W hammer drill, and a 1,000W air compressor with hundreds of watts to spare for lighting and other accessories. But even without the Pro Power Onboard option, Ford's new bed setup enables more versatility than in previous models. The new Tailgate Work Surface option adds a flat work area with integrated rulers, recesses for pencils or small tools, and even a stand for a personal device.  Ford is neither the first to offer an auxiliary power outlet in a half-ton pickup bed, nor was Ford the first to introduce a more feature-rich tailgate. GMC's MultiPro tailgate was a major innovation on that front, and while it is geared mostly toward improving the cargo utility of the bed, it can also be customized with 12-volt power and even an accessory speaker system. The Ram 1500 is also offered with both a multi-function tailgate and AC power in the bed, though the latter option is limited to models with the RamBox cargo package.  As half-ton pickups approach levels of towing and hauling capability that begin to blur lines with heavy-duty offerings, it's clear that automakers are looking for ways to differentiate themselves without stepping on their own bigger trucks' toes. These new bed and tailgate innovations may yet be the tip of the iceberg when it comes to full-size pickup versatility. Related Video:    

GMC Terrain headlight recall fix is a sticker

This GMC Terrain recall over a headlight issue has gone from fascinating to absurd. It started when GMC discovered the headlights on the 2010-2017 Terrain were out of compliance with Federal Motor Vehicle Safety Standards (FMVSS). A pinpoint of low-beam light was being reflected off the high-beam reflector. This bounced a tiny sliver of bright light up into the trees and the sky beside the road, not into oncoming traffic. GMC did the right thing, reporting the noncompliance to the National Highway Traffic Safety Administration. Because the sliver of light was coming from the low beams and was four times brighter than the maximum allowable low beam brightness, the NHTSA told GMC to recall 740,581 units of the SUV. GMC asked for an exemption, admitting the bright spot could cause glare while noting the errant beam didn't affect other road users. The automaker hadn't received any complaints, only a comment from one owner saying the lights put a bright spot in the trees on the other side of the road. The NHTSA denied the request. GMC began notifying owners in April that they'd need to come in for a fix once a fix had been developed. That's the fascinating part. The absurd part, which Tire Meets Road uncovered, is that the fix is a "Headlamp Applique Kit." Which is a piece of frosted tape applied to the outside of the headlight that lets low-beam light through and tamps down any potential glare from the caroming beam. Notice that the parallelogram of frosted tape matches the L-shaped frosted area along the inside of the headlight housing. That portion was already a feature of the lamp, as can be seen in our 2016 Terrain Denali Quick Spin. The repair needs a trip to the dealer for a tech to place a positioning template over the headlight and put the applique kit in the proper spot. GM's instruction kit says the whole thing should take 0.2 of an hour, or 12 minutes—about the time it it would take to get checked into and out of the dealership service department. Owners aren't impressed, some calling the fix unnecessary and ridiculous, and the tape should make it clear that GMC feels the same way. Some owners have said they're going to skip the recall. Those drivers will find that just as GMC couldn't escape the legal ramifications, neither can they. Local motor vehicle bureaus keep track of recall compliance.