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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.

2016 Chevy Volt arrives with 50-mile EV range, 41 mpg [w/ video]

Let's start with the numbers. The 2016 Chevy Volt will have an all-electric range of 50 miles from a new, 18.4-kWh lithium battery. It will get 41 miles per gallon (combined) once the battery runs dry and have 102 MPGe. Oh, and it has five seats, sort of. To compare, today's four-seat 2015 Volt has a 38-mile range from a 17.1-kWh battery in a powertrain that offers 37 mpg and 98 MPGe. So, across the board, there are notable improvements. Now that that's out of the way, let's talk story. General Motors will unveil the new Volt at the Detroit Auto Show later today, but it's been talking about how this new version – the first major plug-in hybrid vehicle to get a serious redo in the modern era – was crafted with reams and reams of data from first-gen Volt customers. At a preview event for journalists last week, GM executive chief engineer Pam Fletcher told Autoblog that these owners "gave us the recipe" to make the second-gen model. At the top of the request list was more range (check), more "fun-to-drive" behavior (check?) and a smoother and quieter experience (we'll assume a check here, given that the new 1.5-liter four-cylinder – the first North American application of this new engine family – should offer more power with less noise than the previous 1.4-liter, four-cylinder powerplant). Other customer-driven changes in the new Volt include a different place to store the charging cable (in the side of the trunk instead of under the load floor) and a new brake system with improved blended regenerative braking feel as well as driver-selectable regen levels. The requested 50-mile range comes from a new, lighter battery that has increased capacity from fewer cells (192 vs. 288) and a simplified control architecture. Along with the new battery, the electric drive unit is a two-motor deal that is up to 12 percent more efficient and 100 pounds lighter, while also being "tremendously smaller," notes Fletcher. It offers 294 pound-feet of torque and a maximum 149 horsepower of "motoring power" delivered to the wheels. GM says it has worked hard to reduced the amount of rare earth materials in these motors, and one of them doesn't use any at all. The new powertrain offers improved acceleration times, as well. The 2016 Volt can go from 0 to 60 miles per hour in 8.4 seconds, a seven-percent improvement, while the 0-30 mph time has been improved by 19 percent, down to 2.6 seconds. The new Volt is more conventional looking, but certainly not completely ordinary.

Recharge Wrap-up: BYD electric buses at Special Olympics, hybrids perform better than rated

A new study finds that real-world fuel economy of hybrids could be significantly higher than EPA ratings. Researchers at the University of Vermont, with the help of their own "total on-board tailpipe emissions measurement system," found the fuel savings of Toyota Camry Hybrid over a standard Camry to exceed its sticker values by 18 percent on the highway and 33 percent in the city. The results of this study suggest that the projections of the fuel and emissions benefits of hybrids could be adjusted to reflect more these more positive real world values. The study's authors, Britt A. Holmen and Karen M. Sentoff, say more research is warranted based on these findings, and that "similar studies can be used to develop robust models of all types of HEV platforms under actual driving conditions and improve quantitative estimates of the future fleet contributions to the US CO2 emissions inventory and petroleum consumption." Read more at Green Car Congress. The 2016 Chevrolet Volt made an appearance at the 2015 Brickyard 400 at the Indianapolis Motor Speedway. Chevy displayed the silver Volt alongside a Camaro and Malibu of the same color and model year. The Volt also recently made an appearance at the premier of Tomorrowland with George Clooney behind the wheel. Read more at The News Wheel. BYD electric buses provided transportation at the Special Olympics 2015 World Games in Long Beach, CA. Shuttling 6,500 athletes required the help of multiple charter companies, including local buses from the Chinese automaker. "BYD stepped up majorly as one of our key supporters and their tremendous efforts made our athletes feel welcomed," says Long Beach Community Foundation President and CEO, and 2015 Host Town Transportation Coordinator Marcelle Epley. "We depended on them, and they came through 100 percent." Both Los Angeles and Long Beach have recently decided to purchase electric buses from BYD. Read more in the press release below. BYD Zero-Emission Buses Used to Transport Athletes at 2015 World Games LONG BEACH, Calif., Aug. 2, 2015 /PRNewswire/ -- This week the largest Special Olympics ever was hosted in the City of Long Beach – thousands of athletes, coaches, dignitaries and families descended upon Los Angeles for what was a spectacular week of uplifting camaraderie, sportsmanship and competition.