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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.

Mother's Day Suggestion No. 2,506

With Mother's Day coming up, we're always looking for new gift ideas to celebrate the occasion, but hot laps around a track might not be the best suggestion for Darius Khashabi. In a video posted on YouTube, Khashabi straps his mom into the passenger seat of his C6 Corvette Z06 for some laps around Sonoma Raceway (formerly Infineon Raceway) at "60 percent" with comical results.
Now this isn't the first time Mama Khashabi has gotten seat time in her son's car around a track, as his YouTube page shows him pulling a similar stunt - with similar results - around Mazda Raceway Laguna Seca last year. Scroll down for the video, but know that the action really gets going at around the 1:40 mark.

Suzuki recalls 2 million cars globally

Suzuki is recalling two million vehicles across the globe, including a number of Chevrolet Cruze sedans that it builds for General Motors, because the ignition switches may begin to smoke. None of the Cruzes being recalled were sold in the US, though. This recall is limited to the Japanese, European and Australian markets. In Suzuki's home market, 1,873,000 vehicles are being recalled, including the Cruze and a number kei cars built for Mazda (the Carol and AZ-Wagon), as well as the automaker's own Alto, Wagon R and Swift. Affected vehicles were built between 1998 and 2009. The remaining 133,000 vehicles include Cruzes and other Suzuki products sold in Europe and Australia. There have been no reports of injuries or accidents due to the 67 reported incidents, all of which come from the Japanese market, a Suzuki spokesperson told Automotive News. Related Video: