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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.

2023 J.D. Power Initial Quality Study shows there's less quality than last year

Vehicle inventory, vehicle pricing, and the supply chain are finally showing improvement. Vehicle quality, on the other hand, is still going the wrong way. That's the takeaway from the 2023 J.D. Power Initial Quality Study that found overall problems exceeded last year's record high. The study surveyed owners of 2022-model-year vehicles to assess the average rate of problems per 100 vehicles (PP100) during the first 90 days of ownership. The average figure for the 32 ranked manufacturers in 2020 was about 166 problems per 100 vehicles. In the 2021 IQS, that dropped to an average of 162. For 2022, the average jumped to 180 problems. For 2023, the PP100 is up to an industry average of 192 — an increase of 30 problems per 100 vehicles in just two years. Let's get to the good news first: Dodge reclaimed the crown of having the lowest number of problems per 100 vehicles at 140. Buick won last year with 139 PP100, falling to third this year. Dodge was the first American automaker to top the IQS in 2021. Its return as the least problematic gives parent company Stellantis three wins in four years after Ram was crowned in 2021. It also gives U.S. brands a four-peat after Buick topped the chart in 2022 by having owners report the fewest problems. This year's top 10 is Dodge, Ram, Alfa Romeo, Buick, Chevrolet, GMC, Porsche, Cadillac, Kia, and Lexus. Stellantis gathered a few feathers for its cap, in fact. Maserati showed the largest improvement year-on-year, followed by Alfa Romeo, and Alfa Romeo posted the lowest PP100 among the premium class, beating Porsche and Cadillac. Alfa Romeo has been vocal about working to improve quality, mentioning Lexus as a target. Last year the Japanese brand finished sixth, the Italians finished near the bottom, between Jaguar and Mitsubishi. This year Alfa jumped to third, Lexus dropped to tenth. Ram was the third-best on the list of improvers from 2022 to 2023.   The individual model with the lowest PP100 is the Nissan Maxima. Now for the troublesome bits. In the words of Frank Hanley, senior director of auto benchmarking at J.D. Power, "The industry is at a major crossroad and the path each manufacturer chooses is paramount for its future.

Corvette owner finds stolen car, but can't get it back [w/video]

It's not too uncommon to hear about owners being reunited with their stolen cars decades after reporting them missing. The story of Terry Dietrich in Georgia starts that way with police finding her lost 1972 Chevrolet Corvette after over 40 years. However, this case takes a different turn because unless she wants to bid on it, Dietrich's likely not getting the 'Vette back. Just six months after purchasing it in 1972, Dietrich's blue Corvette was stolen in Georgia, and in 1975 the sports car found its way to a man in North Carolina. He kept the car right up until his death just a few months ago, and that's when restorer Gary Green bought the 'Vette from his widow, according to Yahoo Autos. Unfortunately, after acquiring the Corvette, Green found some major discrepancies. For one thing, the listed VIN pointed to a '69 convertible, and there was a different serial number on the frame. Green reported the problem to the local police, and they figured out it was the 'Vette Dietrich lost over four decades ago. Consequently, the cops impounded it. The issue now arises that while Dietrich is the victim of the theft, she isn't technically the car's last legal owner. After the Corvette was stolen, she reported the crime to her insurance company, and it paid on the claim, which essentially forfeited her ownership. To make matters slightly more confusing the company can't find the title on the 'Vette either, according to Yahoo Autos. That leaves the well preserved 'Vette sitting in a police impound lot. It will likely go to auction.