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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.

GM pickup truck plant in Flint to add 1,000 assembly workers

FLINT, Mich. — General Motors said Tuesday it will add 1,000 workers to build new heavy-duty pickup trucks at its plant in Flint, Michigan, and will give priority to GM workers who were laid off elsewhere. The announcement comes the day after GM said it was starting to hand pink slips to about 4,000 salaried workers in the latest round of a restructuring announced in late November that will ultimately shrink its white-collar workforce in North America by 15 percent out of 54,000. GM has come under fire from U.S. President Donald Trump and Midwestern lawmakers for its plans to stop production at five North American factories and cut up to 15,000 jobs in all. The automaker has said it is trying to find new jobs for 1,500 U.S. hourly workers at the affected plants. Flint's truck plant could be a haven for many of these employees. Sales of heavy-duty pickups in the United States have grown to more than 600,000 vehicles a year, up more than 20 percent since 2013, according to industry data. Prices for luxury models can easily top $70,000. GM on Tuesday will celebrate the launch of a new generation of heavy-duty GMC and Chevrolet pickups at the assembly plant in Flint, Michigan, that is now building all such trucks for the company. Elsewhere in the company on Monday, two people briefed on the cuts in the white-collar salaried workforce said GM is cutting hundreds of jobs at its information technology centers in Texas, Georgia, Arizona and Michigan and more than 1,000 jobs at its Warren, Michigan Tech Center. GM is filing new required mass layoff notices with state agencies and disclosed the cuts to lawmakers. The largest U.S. automaker announced in November it would cut a total of about 15,000 jobs and end production at five North American plants. The cuts include eliminating about 8,000 salaried workers, or about 15 percent. GM cut about 1,500 contract workers in December and said 2,300 salaried workers accepted buyouts, officials said. "These actions are necessary to secure the future of the company, including preserving thousands of jobs in the U.S. and globally. We are taking action now while the overall economy and job market are strong, increasing the ability of impacted employees to continue to advance in their careers, should they choose to do so," GM spokesman Pat Morrissey said, adding the bulk of the cuts should be completed in the next two weeks. Morrissey said GM would provide salaried workers with severance packages and job placement services.

This week in EVs: Electric Jeeps, Chevy Equinox, reborn VW bus

There's going to be tons of car news next week as the Detroit Auto Show makes its return after 48 years. OK, so the pandemic and the show's shifting calendar only made it feel like 48 years, but January 2019 was still a long time ago. As we await that wave of headlines, let's look back at the substantial week that already was, specifically in terms of the electric car news that broke. Electric Jeep Recon and Wagoneer S blaze trail to brand's EV future Jeep declared Thursday to be 4xe Day as it revealed loads of previously unknown information about its future electrification efforts. The biggest surprise was the extremely cool and 100% electric Jeep Recon. Although it looks like a Wrangler, it's absolutely not a Wrangler replacement, and is indeed quite different for reasons besides its powertrain (independent front and rear suspension, fully enclosed fenders, fixed roof). As the photos attest, though, you'll be able to remove the doors and rear-quarter windows just like a Wrangler. And again, it's electric. Expect the Recon to be one of the most eagerly anticipated new vehicles over the next couple of years. Yes, years, plural. Production will start in 2024 with reservations accepted starting early next year. Jeep Recon View 5 Photos   There was then the Wagoneer S. Despite the name, it isn't a sportier Wagoneer variant or even an electric Wagoneer. In fact, the name is temporary according to chief designer Ralph Gilles. This sleek SUV, which sure looks like Jeep's attempt at a Range Rover Vilar (not a bad thing), will apparently have a 600-horsepower electric powertrain. It too will be produced in North America starting in 2024 with reservations starting early next year. Jeep Wagoneer S View 4 Photos   There actually WILL be an electrified Wagoneer, however: the Grand Wagoneer 4xe PHEV. That's good since the Grand Wagoneer gets pretty atrocious fuel economy. Details were light regarding specs, but we did get a half-decent photo. Finally, the first of these electrified Jeeps to launch will be the Avenger. Yes, Chrysler/Stellantis is dusting off an old Dodge name for a Jeep. That Dodge in question wasn't sold in Europe, though (good for them), which is important since the Jeep Avenger will only be sold on the other side of the pond. It's mechanically based on the same platform as several French Stellantis EV SUVs, and only goes 249 miles on the far more generous European WLTP test cycle.