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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.

2015 Chevy Colorado takes Motor Trend Truck of the Year calipers [w/videos]

The final winner of Motor Trend's prestigious Golden Calipers has been named, with the 2015 Chevrolet Colorado taking the title of 2015 Truck of the Year, likely shocking those who thought Ford's all-aluminum, next-generation F-150 would take the crown. But win the Colorado did, beating not only the new Ford, but two other brutish Blue Ovals in the F-450 and Transit. The midsize pickup also bested its brethren from General Motors, beating the heavy-duty Chevy Silverado 3500, GMC Sierra Denali 2500 and the GMC Canyon, the Colorado's fraternal twin. After an unprecedented two-year stint with the Golden Calipers, Ram sat this year's awards out. Most impressive about the Colorado's victory isn't that it simply beat the US market's other trucks, it did so with a unanimous vote. Praise from MT's editors focused on the trucklet's price, spacious interior, fit and finish and performance. Former Autoblog staffer Jonny Lieberman called the Colorado's steering the best he'd "ever experienced on any truck, full stop," in MT's awards article. "After days of testing, hundreds of miles on the road, and our most rigorous truck testing program to date, our editors unanimously selected the Chevy Colorado as our 2015 Truck of the Year," said MT boss Edward Loh. "Colorado is a smart, capable, and refreshingly honest truck that makes a strong value and efficiency statement. It's perfectly sized and suited for the needs of many of today's truck users." The Colorado joins the 2015 Volkswagen Golf and 2015 Honda CR-V among Motor Trend 2015 award winners. Scroll down for video commentary from General Motors CEO Mary Barra, Loh and a clip of the Golden Calipers being handed over. Also, check out GM's full press release on its big win. The video meant to be presented here is no longer available. Sorry for the inconvenience. The video meant to be presented here is no longer available. Sorry for the inconvenience. The video meant to be presented here is no longer available. Sorry for the inconvenience. MOTOR TREND Names Chevrolet Colorado 2015 Truck of the Year Midsize pickup outclasses competition in design, engineering, efficiency, safety and more 2014-12-03 EL SEGUNDO, Calif. – After its most comprehensive truck evaluation program in history, MOTOR TREND has selected the Chevy Colorado as its 2015 Truck of the Year®. MOTOR TREND's Truck of the Year program is only open to all-new or significantly updated trucks and vans for the upcoming model year.

NHTSA investigates 1.7 million GM SUVs for windshield wiper failures

WASHINGTON - The U.S. National Highway Traffic Safety Administration (NHTSA) said on Tuesday it is investigating whether General Motors should recall an additional 1.7 million sport utility vehicles due to an issue with windshield wiper failures. GM in August 2016 recalled 367,800 2013 GMC Terrain and Chevrolet Equinox SUVs in the United States to address the problem. But after receiving 249 complaints about similar problems, the federal agency said it is probing whether the recall should be expanded to include an additional 1.7 million vehicles from the 2010-2016 model years. The automaker said it is cooperating with the NHTSA review. GM said it recalled the 2013 GMC Terrain and Chevrolet Equinox SUVs "because warranty data showed a higher-than-expected failure rate," adding it has continued to monitor field data on other model years of those vehicles. GM noted that no crashes or injuries related to the issue have been reported. The Detroit-based automaker said the recalls were prompted after a GM Canada brand quality manager reported a potential safety issue relating to reports of windshield wiper failures in Canada through GM's "Speak Up For Safety," program in late 2015. The data showed significantly higher field incidents in parts of Canada, which prompted a June 2016 recall there. Over the next two months, a higher number of U.S. reports prompted a U.S. recall, the company added. In the 2016 recall, GM said the front-wiper module would be replaced with a module that has a water deflector and, if needed, dealers would fill the water management hole and drill a new small hole in a different location.(Reporting by David Shepardson, editing by G Crosse)Related Video: Government/Legal Recalls Chevrolet GM GMC SUV