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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.

2016 Chevrolet Malibu Hybrid: 48 mpg for $28,645

With the 2016 Chevrolet Malibu Hybrid, General Motors wants to show it's as serious about mainstream hybrids as it is about mainstream midsize sedans. Keeping with the theme, Chevy announced the Malibu Hybrid will have a serious price tag of $28,645. Chevy said Thursday the 2016 Malibu Hybrid will go on sale in the spring, with that price also including an $875 destination charge. That's about $3,000 more than where the Ford Fusion Hybrid kicks off, and about $2,000 more than a Toyota Camry Hybrid LE. The big news being pushed with the Malibu Hybrid, however, is the fuel economy. GM says it's capable of 48 miles per gallon city and 45 highway, for a combined rating of 47 mpg. That's better than any other 2016 midsize hybrid sedan. Power comes from a 1.8-liter gasoline engine and an electric motor with a 1.5-kWh lithium-ion battery, producing 182 combined horsepower. That's competitive with both the Camry and Fusion. Chevy also likes to say it's roughly the same system as the one installed in the 2016 Volt – although with a smaller battery, larger gas engine, and without the plug – so the Malibu Hybrid has that halo effect going for it. With both this Malibu and 2016 Toyota Prius, there's a lot of activity around gas-electric hybrids amid lowering fuel prices and a raft of plug-ins and full-electrics. The gas-only 2016 Malibu was found to be, "at least good again," so the 2016 Malibu Hybrid should be able to attract those who want a competent midsize sedan with excellent fuel economy that awaits EPA verification. We'll go with that thought until we get to drive it. Related Video: NEXT-GEN CHEVROLET MALIBU HYBRID LT STARTS AT $28,645 Projected to offer 48 MPG city using technologies borrowed from Volt DETROIT – The 2016 Chevrolet Malibu Hybrid LT, which achieves a General Motors'-estimated 48 mpg city, will be available this spring with a starting price of $28,645. "The Malibu leverages knowledge and technology directly from the second-generation Chevrolet Volt," said Steve Majoros, marketing director of Chevrolet Cars and Crossovers. "By leveraging technology, we are broadening our level of expertise and lessons learned to bring consumers a world-class hybrid." With an all-new, hybrid powertrain that uses a slightly modified drive unit and electric motors used in the 2016 Chevrolet Volt, the Malibu Hybrid offers a GM-estimated 48 mpg city, 45 mpg highway – and 47 mpg combined, unsurpassed in the midsize car segment. Official EPA estimates are pending.

2016 Chevy Volt will have more EV range, bigger battery

Meet the new Volt, not the same as the old Volt. That appears to be the story when General Motors introduces the 2016 Chevy Volt at the Detroit Auto Show in January. Today we're getting some more details on the guts of the new plug-in hybrid, and it turns out they're going to be much improved from the current Volt, which first went on sale at the end of 2010. Sure, the first-gen Volt did get some improvements along the way (a slightly larger battery pack, lane departure warnings) but the new Volt – which will go on sale in the second half of 2015 – marks the first time GM has been able to return to the drawing board and really make the improvements that its customers want. That's how Larry Nitz, GM's executive director of vehicle electrification explained it to AutoblogGreen today when explaining the all-new Voltec extended range electric vehicle (EREV) powertrain. "In the Gen 2 is we gave the engine a little more power, a little more torque, a little more displacement, more capability." – Larry Nitz Nitz said that the new Volt will be better in almost every sense: a bigger battery, longer EV-only range, 20 percent better acceleration in the low speed range and higher overall efficiency. This is due, in part, to the Volt's two motors being able to both act as generators and power the car. As we noted this morning, the 2016 Volt will use a larger, 1.5-liter four-cylinder engine, a version of which is already used in the Chinese-market Cruze. Nitz said that this has a number of benefits, including more power and quieter operation. "Some people would say, why did you make [the first-gen engine] so big. I would say, why did you make it so small?" he said. "It works good, our customers love it, but the reality is that if you go a little bit off and use the car a little harder, you can get the engine to need to operate at a higher speed. In an EV, that's quite noticeable. So, what we did in the Gen 2 is we gave the engine a little more power, a little more torque, a little more displacement, more capability and what it has marginally enabled is not only is it more efficient but it's also quieter." Nitz wouldn't talk about how the new powertrain might affect the two other products that use the Volt's underpinnings – the Cadillac ELR and the Opel Ampera – but if you've got a quieter option, we assume that's something ELR drivers would enjoy. But that's a story for another day.