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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 gives good ratings to 4 of 8 midsize pickups in crash test

Versions of the Toyota Tacoma, Chevrolet Colorado and GMC Canyon Crew Cab earned top ratings in a new crash test of midsize pickup trucks from the Insurance Institute for Highway Safety, while two versions of the Nissan Frontier earned marginal ratings. But the organization gave poor marks to all eight pickups tested for their dim headlights. Overall, four of the eight pickups evaluated earned good ratings for protecting occupants in all five crash test categories — the Tacoma double cab along with crew cab versions of the Colorado, Canyon and Tacoma. But the poor headlights and lack of an automatic emergency braking system blocked any of the pickups from qualifying for the IIHS's Top Safety Pick awards. The study looked at two pickup body styles using 2017 models: crew cabs, which have four full doors and two full rows of seating, and extended cabs, which have two full front doors, two smaller rear doors and compact second-row seats. It subjected each to five tests, and it evaluated the performance of front crash prevention systems and headlights. The Toyota Tacoma crew cab was the only pickup in that class that earned a good rating for structure in the small overlap test, which replicates what happens when a vehicle clips a tree, pole or another vehicle that has crossed the center line. The model's Access Cab extended-cab version was rated similarly, though its structure was rated acceptable. "This group of small pickups performed better in the small overlap front test than many of their larger pickup cousins," says David Zuby, the Institute's executive vice president and chief research officer. "The exception was the Nissan Frontier, which hasn't had a structural redesign since the 2005 model year." The extended-cab versions of the Chevy Colorado and GMC Canyon earned acceptable ratings, while both the Nissan Frontier king-cab and crew-cab models were rated marginal. Toyota says its 2018 Tacoma will feature upgraded headlights and a standard autobraking system that can detect pedestrians. "Headlights are basic but vital safety equipment. Drivers shouldn't have to give up the ability to see the road at night when they choose a small pickup," Zuby said. Related Video: Auto News Chevrolet GMC Nissan Toyota Safety Truck Videos gmc canyon nissan frontier chevrolet colorado

Chinese Nissan Leaf goes on sale in September as Venucia e30

The upcoming Chinese version of the Nissan Leaf, the Venucia e30, was not the highlight of the Dongfeng Nissan stand at this year's Beijing Motor Show. That honor goes to the R30, a compact car with "segment-competitive fuel economy" and a starting price of under RMB 50,000 ($8,033 US). But that doesn't mean Dongfeng didn't make some news about the debut of the world's most popular electric vehicle in the world's most populous country. Dongfeng Nissan will start selling the e30 in the Chinese retail market this September. In a world where EV promises are not always worth the paper they're printed on, it's nice to see this target date is actually ahead of schedule. The sales launch follows EV pilot programs that saw 300 of the EVs rack up a total of one million kilometers (621,000 miles) in Guangzhou, Xiangyang and Dalian since December 2013. The e30 might just be the first or many EVs, since Donfeng-Nissan showed off the Viwa Concept EV last year. There are a few more details in the press release below. Dongfeng Nissan Unveils VENUCIA R30 at Auto China 2014 BEIJING, April 20, 2014 /PRNewswire/ -- Dongfeng Nissan Passenger Vehicle Company ("Dongfeng Nissan"), the passenger vehicle business unit of Nissan's joint venture in China, today unveiled R30 at Auto China 2014. R30 is the 4th production model for the company's new VENUCIA brand. The compact R30 delivers segment-competitive fuel economy with the strongest engine in class through a 1.2-liter gasoline engine, features a spacious interior, and offers easy handling for drivers to provide a high quality yet competitively priced car to Chinese consumers. The price of the main grade will be less than RMB 50,000. "Very competitively priced, R30 is the perfect entry car for Chinese consumers," said Ren Yong, Deputy Managing Director of Dongfeng Nissan. "I believe many Chinese consumers will choose R30 as their first car in the continuing motorization of China." Bookings for R30 will start within the next two months. Dongfeng Nissan also announced that e30, Venucia's electric vehicle, will be sold in the retail market starting in September. The company has already commenced EV pilot programs in the cities of Guangzhou, Xiangyang and Dalian, with a total of 300 e30s recording a total mileage of one million km since the programs started in December 2013. Venucia recorded sales of more than 100,000 units in 2013 and is targeting a 50 percent increase in sales this year.