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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.

What car should James Robertson buy to drive his famous 21-mile commute?

The Internet has been abuzz this week with the story of Detroit resident James Robertson, the 56-year-old factory worker who has walked some 21 miles to work for the last 10 years. The Detroit Free Press brought Robertson's story to the fore, helping an online fundraising campaign to generate more than $275,000 (as of this writing). The original goal was just $5,000, or about enough to replace the used Honda that died on Robertson back in 2005, and left him walking. So, newly flush with funds, what's the perfect car for Robertson to buy? Let's look at the specifics of his situation, and try to pick out the best options. Here's what we know: Robertson's commute is (famously) 21 miles; he lives in downtown Detroit (for now) and seems pretty humble, so something very flashy is probably out; former Honda aside, his ties to the city (and statements about being a Ford fan) seem to indicate a Detroit Three company product is best; he's a single guy with a girlfriend; he's got to deal with Michigan weather, and the sometimes fickle snow removal processes in The D. Here are some choices: Ford F-150 Robertson is on record as being a Taurus fan, and after a decade of walking I've no doubt that the big sedan would offer a cozy respite. Still, as a car guy and a student of the industry, I'd have a hard time recommending a sedan so clearly in need of replacement. Especially when The Blue Oval has such great stuff within the rest of its roster. The 2015 F-150 seems almost perfect for Robertson. Opting for either of the new EcoBoost V6 engines should help keep fuel bills in reasonable check, while healthy ride height and four-wheel drive will get him to work on time even during the snowiest of snow days. Better still, with a fat options sheet and car-like ride quality, Robertson can have just about every amenity he might want, in a package that won't disrespect his blue-collar roots. Chevrolet Colorado You guys saw this one coming, right? The smaller footprint of the midsize Chevy pickup, relative to some of the other options here, should be an advantage for urban parking and driving. And again, 4x4 is an option for the nasty weather, the running costs should stay pretty low and there aren't many tech/luxury features that can't be had in-cabin. I'd go ahead and splash out on the Crew Cab bodystyle, too, just in case Robertson feels like starting a carpool.

First-edition Detroit muscle raises millions for charity at Barrett-Jackson

Amidst all the classic metal crossing the auction block each year in Scottsdale, AZ, Detroit automakers have a tradition of donating the first examples of their most enticing new muscle cars, with the proceeds of their sales going towards worthwhile charities. This year, Barrett-Jackson handled three noteworthy examples. The highest price among them was the first Ford Shelby GT350R Mustang with the VIN #001, which raised $1 million for the Juvenile Diabetes Research Foundation. General Motors donated the first new Chevy Corvette Z06 Convertible, the first retail example of the droptop supercar garnering $800,000 for the United Way. Along with the Z06, GM also donated the first new 2016 Cadillac CTS-V sedan, which brought in $170,000 for Detroit's College for Creative Studies. Although these were the headline Motown muscle machines furnished by the automakers themselves, they weren't the only vehicles auctioned off for worthy causes. A 1950 GM Futurliner bus donated by collector Ron Pratte led the charge when it brought in $4.65 million for the Armed Forces Foundation. Other lots included a custom Jeep Wrangler donated by SEMA ($85k), a new M5 donated by BMW ($800k), a '79 Oldsmobile Cutlass Hurst ($140k), '39 Cadillac LaSalle C-Hawk ($410k), Jeff Gordon's 1999 NASCAR-spec Chevy Monte Carlo ($500k) and a Victory Cross Country 8-Ball motorcycle ($180k). All told, the charity lots raised over $8.7 million for local and national charities. BARRETT-JACKSON REACHES HISTORIC HIGHS FOR SALES, CROWDS AND CELEBRITY APPEARANCES IN SCOTTSDALE • Barrett-Jackson sold 1,611 vehicles, which went for more than $130 million (unaudited), smashing records in the company's 44-year history during the 10-day auction at WestWorld of Scottsdale • Automobilia sales nearly tripled world records, with 2,000 pieces selling for more than $6.55 million • Celebrity attendance and crowds, along with ratings on Discovery and Velocity, spike SCOTTSDALE, Ariz. – Jan. 18, 2015 – Barrett-Jackson, The World's Greatest Collector Car AuctionsTM, reached historic highs during the Scottsdale auction at WestWorld from Jan. 10-18, 2015. During the 10-day auction, Barrett-Jackson recorded more than $130 million in vehicle sales (unaudited) and a world record $6.55 million in automobilia sales (unaudited), making it the highest auction in sales to date. The Ron Pratte Collection alone brought in over $40.44 million in vehicle and automobilia sales.