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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 threatens predatory dealers with order cancellations, non-transferrable warranties

General Motors will launch a second salvo against misbehaving dealerships next week with a new set of policies aimed at curbing predatory markup strategies. With the new Chevrolet Corvette Z06, GMC Hummer EV SUV and Cadillac Escalade-V about to head into production, GM is putting its foot down yet again. Dealers that attempt to circumvent GM's markup restrictions by dealing directly with brokers or other resellers could find themselves in a particularly nasty spot, as the company is threatening to withhold future allocations and end the transferability of warranties when dealers facilitate the reselling of vehicles within 12 months.  While this may help curb some dealership chicanery, it's possible the real loser in such a deal could end up being the customer who unwittingly ends up with an un-warrantied vehicle. We suspect GM has accounted for that, but we'll have to wait until next week to find out exactly how these new policies will be enforced.

NHTSA probes 2010 Chevy Tahoe for side airbag issue

After a person was killed in a rollover accident in a 2010 Chevrolet Tahoe in Texas in 2011, the National Highway Traffic Safety Administration is considering whether to conduct a deeper investigation into a potential problem with the model's side airbags. According to the petition filed with the government agency, the SUV's rollover side curtain airbag deployed in the accident, but the design allegedly still allowed some of the occupants in the second- and third-row seats to be ejected from the vehicle. One of them died in the crash. Based on NHTSA's preliminary review, this is the only report of this type of incident happening in a 2007-2015 Tahoe or GMC Yukon. "GM investigated the complaint that is the basis of the petition and found no defect trend," company spokesperson Alan Adler said to The Detroit News, and said the automaker will cooperate with the feds. Still, "a defect petition has been opened to evaluate the issue and make a grant or deny decision," according to NHTSA. Depending on the agency's findings, this could lead to a full investigation and possible recall affecting an estimated 58,000 vehicles. INVESTIGATION Subject : Rollover Side Curtain Air Bags Date Investigation Opened: JUN 11, 2015 Date Investigation Closed: Open NHTSA Action Number: DP15004 Component(s): AIR BAGS All Products Associated with this Investigation Vehicle MakeModelModel Year(s) CHEVROLET TAHOE 2010 CHEVROLET TAHOE HYBRID 2010 Details Manufacturer: General Motors LLC SUMMARY: The Office of Defects Investigation (ODI) has received a petition requesting an investigation of alleged defects that can cause occupant ejections during rollover crashes in certain General Motors vehicles. The petition alleges the defects allow second and third row occupants to be ejected despite the deployment of rollover side curtain air bags. The petition cites a 2011 Texas crash involving a model year 2010 Chevrolet Tahoe, which allegedly resulted in multiple occupants to be ejected. One of the ejected occupants was fatally injured. ODI's preliminary review of its consumer complaint data found no similar reports of occupant ejections on 2007-2015 Chevrolet Tahoe and GMC Yukon vehicles. ODI also reviewed Early Warning Reporting data submitted by General Motors. A defect petition has been opened to evaluate the issue and make a grant or deny decision.