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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.

GM finds steering flaw, decides it doesn't warrant a recall

Guess what? General Motors is back in the spotlight for not recalling something. This time, though, not only does the company have an argument against a recall campaign, but its position is supported by the National Highway Traffic Safety Administration. According to The New York Times, over 50 owners of GM vehicles have reported instances of stuck or seized steering after driving long distances without moving the wheel. One owner complained to NHTSA that the "locked" steering of their 2013 Buick Verano caused a collision with a concrete barrier in a construction zone. Along with the 2013 to 2014 model year Verano sedans, Chevrolet Cruze and Malibu sedans are also affected. Considering the popularity of those models, GM needs to have a reason for not issuing a recall, right? "Based on a very low rate of occurrence – ranging from less than one half to less than two incidents per thousand vehicles – and the fact that the condition is remedied when the wheel is turned, GM determined this was not a safety issue," spokesman Alan Adler told The Times. The company has, however, issued a technical service bulletin for owners that complain of the problem. The fix is nothing more than a software update that is covered for 10 years or 150,000 miles from new. NHTSA cited GM's actions, along with descriptions of the problems from customers, in its decision not to issue a recall, with spokeswoman Catherine Howden saying, "the symptoms described would be a brief, perceptible change in steering feel that has little to no effect on the driver's ability to safely steer the vehicle." "When terms like 'notchy,' 'stick,' 'slip' or 'feel' are used, it does not indicate a meaningful increase in steering effort," Howden told The Times via email. What do you think? Is GM in the wrong here? Should there be a recall, or is the issue so limited as to not warrant one? Have your say in Comments. Featured Gallery 2013 Buick Verano Turbo: Review View 20 Photos Related Gallery 2014 Chevrolet Malibu: First Drive View 36 Photos Related Gallery 2014 Chevrolet Cruze Turbo Diesel: Quick Spin View 14 Photos News Source: The New York TimesImage Credit: Copyright 2015 Steven J. Ewing, Seyth Miersma / AOL Government/Legal Recalls Buick Chevrolet GM Safety Sedan buick verano

GM's MPG overstatement could affect 2 million vehicles

Late last week, GM admitted that three of its large SUVs fuel economy window stickers did not match their actual efficiency ratings, and so the vehicles couldn't be sold. The stickers on the 2016 Chevy Traverse, GMC Acadia, and Buick Enclave said their ratings were one to two miles per gallon better than they should have been. Officially, the number of affected vehicles sits at about 60,000. But Consumer Reports makes a good point: what's up with all of the previous model year SUVs that are basically the same vehicle? To wit: the 2016 model year vehicles are not substantially different than the 2015 or the 2014, or even going all the way back to 2007. On the EPA's fuel economy website, all of these older models will "have better stated fuel economy numbers than the new vehicles in GM's dealerships," Consumer Reports noted. CR's best point, and the one that makes the 60,000 number potentially grow to 2 million if all of the vehicles built on this platform are affected, is that "[i]t seems unlikely that the company would change the powertrain on these carryover models so late in their model cycles in a way that would cause a dramatic, negative impact on fuel economy." GM says that earlier model year SUVs are not affected and the EPA did not respond to CR's question about the potential for more discrepancies. We've seen automakers reverse course before, so if GM has to come out with a mea culpa soon, don't be surprised. GM is rushing corrected stickers to dealers so that the SUVs can be sold again, but a fix for the already-sold vehicles could be trickier to solve. Related Video: Related Gallery 2013 GMC Acadia View 16 Photos News Source: Consumer Reports Government/Legal Green Buick Chevrolet GMC Fuel Efficiency mpg gmc acadia chevy traverse