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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.

AWD turbodiesel Equinox, Terrain dropped for 2020

Citing low demand, General Motors is dropping the AWD diesel options off the Chevrolet Equinox and GMC Terrain roster. Chevrolet spokesman Kevin Kelly confirmed to CarsDirect that for 2020, the diesel versions of these SUVs will only be offered with front-wheel-drive. CarsDirect notes that with the AWD diesel Equinox and Terrain gone, the only AWD diesel option in this class is the Mazda CX-5 Skyactiv diesel, which is significantly more expensive: As the AWD diesel CX-5 is only available in a fully loaded Signature specification, the $42,045 price tag is almost $10k heftier than the cheapest comparable Equinox, the AWD 1.6-liter diesel LT which starts from $32,495. The 2019 GMC Terrain AWD SLE costs $34,795 in comparison, which works out to being around $7,200 cheaper than the Mazda. The higher trim levels for the Equinox and Terrain are Premier and SLT, respectively. Some reasoning behind the AWD diesel GM SUV's low uptake is their own price difference to base FWD gasoline models: you can get a 1.5-liter Equinox for less than §25,000 listed. While the 2.2-liter Mazda has plenty more power at 168 hp and 290 lb-ft, compared to 137hp and 240 lb-ft in the 1.6-liter GM SUVs, the Equinox and Terrain are notably more frugal – they are rated 32mpg combined, while the Mazda can manage 28 mpg. With better fuel economy and a significantly lower list price, the General Motors twins are at least more wallet-friendly when it comes to numbers, and as the vehicles will cease to be built in that configuration there's likely to be some cash on the hood on ones in stock. News Source: CarsDirectImage Credit: Chevrolet Chevrolet GM GMC confirmed gmc terrain chevrolet equinox

Chevrolet Silverado reportedly getting the GMC Sierra's MultiPro tailgate

GMC reinvented the pickup tailgate when it added a six-way option named MultiPro to the current-generation Sierra it introduced in 2019. It kept this clever feature to itself as a way to differentiate the Sierra from the Chevrolet Silverado, but a recent report claims it will begin sharing it in the not-too-distant future. Enthusiast website GM Authority learned from anonymous sources familiar with Chevrolet's product plans that the Silverado will soon receive its own version of the MultiPro tailgate. It will be called either MultiFlex or Multi-Flex, a name Chevrolet has already trademarked, and it was initially scheduled to make its debut for the 2021 model year. Its arrival might be delayed until the 2022 model year due to the coronavirus pandemic, however. Chevrolet's Silverado and GMC's Sierra are nearly identical under the sheet metal, so adding the latter's six-way tailgate to the former will be a relatively straightforward and cost-effective process. Interestingly, GM Authority wrote engineers could add a seventh function to the tailgate, though it didn't reveal what they have in store. It's also not sure whether both trucks will get the new feature, or if it will exclusively be offered on the Chevrolet. 2022 will bring major updates to the Silverado and the Sierra, potentially including — as we've previously reported — an independent rear suspension. Interior upgrades will allegedly be part of the mid-cycle changes, too, but we still don't know if the Silverado will receive the tough carbon fiber cargo box available in the Sierra. In the meantime, motorists in the market for a Sierra will temporarily have fewer options to choose from. GMC has asked its dealers to stop taking orders for the regular- and double-cab variants of the truck, according to a separate report from GM Authority. Putting the slower-selling regular- and double-cab trucks on hiatus will allow dealers to build up their inventory of crew-cabs, which sell far better and are in relatively short supply. These restrictions will remain in effect until the 2021 model year, which starts on September 14 for double- and crew-cab models and on September 21 for regular-cab trucks. All three body styles will be available in 2021. Related Video: