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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.

EcoCar2 is on the hunt for a better, cleaner Chevy Malibu [w/video]

The students spent three years transforming an ordinary Chevy Malibu into a revolutionary vehicle. Not far from the building where General Motors once invented the Chevy Volt, a dozen or so college students are standing on the blacktop alongside a test track, watching a professional driver push the limits of a plug-in hybrid car they've built that's far more radical. These students, from Colorado State University, have spent the past three years transforming an ordinary Chevy Malibu into a revolutionary vehicle. At first glance, it still looks like a regular sedan. But under the hood, they've installed a hybrid powertrain that contains both hydrogen and electric power sources. Even by the standards of the Department of Energy competition they're participating in, it's an outlier. That's exactly what they had in mind. "We didn't want to come here and tell them how to build a better Volt," said Tom Bradley, faculty adviser for the Colorado State team. "They already know how to do that. We can tell them how to think about these possibilities in a whole new way." After three years of work, it all comes down to this. The Colorado State team was one of 15 that came to GM's Milford Proving Grounds last week for the final stretch of the EcoCar2 competition, which challenges regular college students who have no automotive experience to do nothing less than reinvent the American car. The teams have come from across North America, and include schools like Ohio State and Virginia Tech that have a long history of participating in similar competitions, and schools like the University of Washington and Embry-Riddle Aeronautical University that are here for the first time. After three years of work, it all comes down to this. The teams have operated 24 hours a day for almost two weeks here at the Proving Grounds, running a gamut of tests that include a 310-point safety inspection, emissions and energy-consumption tests and road tests, in which professional GM drivers ensure they're road worthy. The winning team will be announced tonight in Washington D.C. Revolutionary cars, ordinary package While other green-car competitions encourage extreme designs, this one comes with a somewhat constraining twist: Yes, students must improve fuel economy and reduce emissions, but in the end, they still have to have a car that would appeal to mainstream customers. In practical terms, that means they must keep conveniences like air conditioning and trunk space.

GM recalling 426,000 sedans over faulty transmission shift cable

General Motors is recalling some 426,240 sedans that may have a faulty transmission shift cable, according to a National Highway Traffic Safety Administration report this morning. The recall concerns a fault within four-speed automatic transmissions equipped on 2007-2010 Saturn Aura models, and 2008-2010 Chevrolet Malibu and Pontiac G6 models.
The report specifies that tabs on the transmission shift cable may fracture and separate. Such a fault could cause a discrepancy between the actual position of the transmission and the apparent position of the shift lever.
GM is currently working to notify owners of the vehicles in question, and dealers will check and replace shift cables free of charge. Scroll down to read the complete NHTSA report.