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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.

Cadillac could base its entry-level sedan on the Chevy Cruze [UPDATE]

UPDATE: Cadillac spokesperson Donny Nordlicht tells Autoblog , "The post speculating on a future Cadillac model derived from the Chevrolet Cruze is completely false." Premium automakers Mercedes-Benz and Audi have seen plenty of success with new small front-drive-based sedans. The CLA-Class had its best January ever this year, while Audi moved more of its new A3 in 2015 than its predecessor sold in 2005 through 2010 combined. The fact that Cadillac wants a piece of that pie is no surprise, then. There's a new rumor that GM's luxury brand could launch its own compact – possibly called CT2 – to battle the Germans. Cadillac, a brand that's pushed hard to rebuild its rear-drive reputation, could develop a new entry-level model based on the front-wheel-drive 2016 Chevrolet Cruze's D2XX platform. Go ahead and make your Cimarron jokes. Sources are telling GM Inside News that a Cadillac built on the Delta platform would ditch the Cruze's turbocharged 1.4-liter four-cylinder for a 1.5-liter turbo in base models. General Motors' well received 2.0-liter turbo four would serve in higher-end models. According to GMIN, the Delta-based Cadillac would likely command a $6,000 to $9,000 premium over the Cruze, so figure $23,000 to $26,000 on the low end to $30,000 to $33,000 for something at the top of the range. As much as we dislike the kind of badge engineering that brought us the Cavalier-based Cadillac Cimarron in the '80s, the company has done an admirable job of distinguishing vehicles on shared platforms lately. A Delta-platform Cadillac would at least have a good basis – the new Cruze is surprisingly comfy. That said, we question GM's rationale if this rumor is indeed true. Put simply, Cadillac needs another sedan like I need another student loan payment. The company has four sedans, three of which overlap two segments, and none of which are selling very well. That's not because they're bad, but because customers want crossovers, of which Caddy has but one – the new XT5. Spending the time and money to add a fifth sedan to the mix when the company desperately needs to flesh out its CUV range would be a tremendous mistake. As much as we hate to say it, if Cadillac really wants to add a small, entry-level car to its range, it'd better be a crossover. Related Video:

Chevy dials up the razzle dazzle for Special Ops concept

Inspired by naval camouflage schemes used during the First World War, Chevy created the 2016 Silverado Special Ops concept, which is on display this week at the SEMA Show in Las Vegas. Based on the 1500 Z71, this Silverado wears a three-tone paint job that mixes different shades of blue, which Chevy says gives the concept visual depth. The appearance is a riff on early 20th Century color configurations used by the US and British navies. Called razzle dazzle, the look is meant to disguise ships' size, speed, and direction. On the Silverado, it simply adds character and gives the truck a more military bearing. The concept also gets flared wheel arches, a sport bar in the bed with LED lights, and a utility storage system. The grille is fitted with black accents and has a thin LED strip running across the top. Inside, orange is used for the door pulls and glove box handle, and the instrument panel and arm rests have more dazzle coloring. The truck also gets an upgraded exhaust kit, six-piston brakes, and a performance air intake. Chevrolet Introduces Silverado Special Ops Concept Military-inspired truck reinforces capability with go-anywhere style LAS VEGAS – Chevrolet's 2016 Silverado Special Ops concept imagines a unique rescue vehicle for special-operations forces. It is based on the Silverado 1500 Z71, which features a new front-end design and new technologies built into its strong, high-strength steel body structure and fully boxed frame, and draws its design inspiration from naval design aesthetics. "This Silverado concept is a multipurpose truck that reflects the go-anywhere, do-anything commitment of special-forces teams," said Jim Campbell, GM U.S. vice president of Performance Vehicles and Motorsports. The naval-inspired camo appearance, called Razzle Dazzle, was developed more than 100 years ago to disguise a ship's speed, direction and profile to the enemy's eye. It is based on a three-tone blue exterior color, marked by a distinctive array of varying colored lines and shapes intended to mask the ship. "We created light, medium and darker shaded areas within camouflage bands flowing down the hood, body sides and tailgate," said Todd Parker, director of design, Chevrolet Accessories.