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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 to offer new Cruze as a hatchback in the US

Chevrolet plans to offer a five-door hatchback version of the new Cruze in the United States, according to the latest intel from Automotive News. In addition to the sedan form we're familiar with, the outgoing Cruze was offered as a hatchback in some markets overseas, but not in America – a decision which Mark Reuss, GM's EVP in charge of product development, characterized as "a pre-bankruptcy planning mistake." The new Chevy Cruze is set to debut later this week. Although the American automaker has yet to confirm which bodystyles will be offered where, AN reports that a five-door model was already shown to dealers at their national meeting in Las Vegas last week. AN points out that the Ford Focus with which the new Cruze will be contending is offered as both a sedan and hatchback in America, with the latter accounting for some 40 percent of sales.

Fullsize GM SUVs have a problem that's making owners sick

Some fullsize SUV owners are getting sick, thanks to a buffeting and vibration problem in 2015 model year examples of the Chevy Tahoe and Suburban, Cadillac Escalade, and GMC Yukon. According to owners' complaints to the National Highway Traffic Safety Administration, the issue can vary from an annoying vibration inside the cabin to an experience so severe that it leads to dizziness and headaches. General Motors is aware of the complaints, but the fix isn't so simple. According to spokesperson Tom Wilkinson to Autoblog, the company "has been tracking this issue for a while." The problem has a fairly low incidence rate, but when it does occur the issue can be "uncomfortable and annoying for owners." There's no precise cause for the issue, Wilkinson claims, and in some cases, simply balancing the tires or changing the door seals can make it go away. However, not all of the fixes are so simple. AutoGuide dug deep into the problem and discovered a GM preliminary information bulletin that advised dealers to remove the headliner and to check the roof's bonds to the bows that go across the vehicle. However, that document included a note that the solution might not entirely eliminate things. According to AutoGuide, adding Dynamat insulation to the roof sometimes helped the problem. A GM spokesperson also told AutoGuide the company fixed the problem at the end of the 2015 model year, and didn't go into any more detail. This roof issue seems linked to some of the worst droning in these SUVs. According to one complaint from a 2015 Suburban owner to NHTSA: "Roof will not remain attached to the roof bows. This causes the buffeting similar to a window being down when all are up. The results span from annoying to painful." A 2015 Yukon owner claims to have another alleged cause for the problem in a NHTSA complaint from February 2015. This person brought their SUV to the dealer seven times over the course of four weeks for vibrations. The dealer replaced the driveshaft, suspension components, and more, but nothing worked. According to an engineer to the service adviser: "In an effort to prevent roll overs, they designed the frame and body mounts too stiff. There are 40 engineers working on issues, they have no solutions that work across the board." Wilkinson told Autoblog that GM is working with customers on an individual basis to rectify things. Since these are newer vehicles, dealers should also fix the problem under warranty.