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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.

Chevy EN-V 2.0 coming to Tianjin Eco-City in China

Chevrolet is bringing its EN-V 2.0 to the Sino-Singapore Tianjin Eco-City in China to show off the "Electric Networked-Vehicle" and demonstrate sustainable urban mobility. The small, two-seat EV concept is an updated version of the original EN-V, a vision of getting around in a future world where space is at a premium and clean air is a priority. So what better place to showcase the evolved EN-V than at the Tianjin Eco-City? The Eco-City is being developed as a planned urban space with eco-consciousness built in. The joint venture between China and Singapore offers an alternative to country living and smog-filled cities. Tianjin Eco-City, slated to be completed by 2020, will be able to offer 350,000 inhabitants clean air and water, renewable energy, green transportation and living spaces and, if all goes as planned, jobs for 50 percent of the residents. Currently, only about three square kilometers of the planned 30 square kilometers have been built, with only about 6,000 permanent residents, but there's still time. The EN-V 2.0, as the "Networked" part of its name suggests, not only features mobile internet, but can communicate with other cars around it. Along with GPS and built-in sensors, this connection between vehicles allows the car to drive autonomously (at least in theory - again, there's still time). This is ideal in an urban environment where congestion can be a major issue. The EN-V 2.0 improves upon the original concept with climate control, storage space and all-weather capability, which also make life more bearable and daily commuting possible. We first saw renderings of the updated vehicle in 2012. The Chevrolet EN-V 2.0 will be used in the Eco-City's National Animation Industry Park and Eco-Business Park of the course of the two-week demonstration. Read on below for more in the press release from GM. GM to Demonstrate Chevrolet EN-V 2.0 in Tianjin Eco-City SHANGHAI – General Motors today announced that it will begin demonstrating the Chevrolet EN-V 2.0 (Electric Networked-Vehicle) in the Sino-Singapore Tianjin Eco-City this week, signaling the company's learning and progress in sustainable urban mobility. The demonstration will help GM further understand consumers' usage of low-speed transportation tools for their daily commute. During the two-week demonstration period, the EN-V 2.0s will be used in the National Animation Industry Park and Eco-Business Park inside the Sino-Singapore Tianjin Eco-City.

GM cutting back on powertrain warranty citing lack of interest

Generally, when a manufacturer offers a long, high-mileage warranty, it's a sign that it stands behind its products. On top of that, it's generally a selling point for consumers, who can rest easy knowing that any catastrophic failures will be picked up by the manufacturer. Considering those facts, it does seem rather strange that General Motors is slashing the mileage warranty on model year 2016 vehicles from Chevrolet and GMC. Instead of offering consumers a 100,000-mile warranty, GM will now only offer a powertrain warranty up to 60,000 miles. The five-year warranty period, though, remains unchanged. GM will also cut the number of free services being offered to Chevy and GMC owners, as well as Buick drivers, from four to two. "Through research, we have determined that when purchasing a new vehicle, included maintenance and warranty rank low on the list of reasons why consumers consider a particular brand over another," explained a memo sent to dealers by Chevrolet VP Brian Sweeney and his GMC counterpart, Duncan Aldred, and obtained by Automotive News. "As a result, we have benchmarked our competitors, reviewed our current offerings and have concluded the following modifications to align closely with our customers' needs and expectations." While the move might seem odd, Sweeney and Aldred are right – according to Automotive News, Ford, Honda and Toyota each offer a five-year, 60,000-mile powertrain warranty. As for what the money saved by trimming the powertrain warranty will go towards, a GM spokesperson simply told AN that the company will "reinvest the savings we will realize into other retail programs," some of which have been requested by consumers. What are your thoughts? Would a 40,000-mile reduction in a new vehicle's powertrain really turn you off from buying one? Even if it matched its competitors? Is GM better off spending its money elsewhere? Have your say in Comments. Featured Gallery 2016 Chevrolet Equinox View 10 Photos News Source: Automotive News - sub. req.Image Credit: Chevrolet Chevrolet GM GMC Auto Repair Maintenance Ownership warranty