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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.

2019 Chicago Auto Show Truck Roundup: Toyota, Ford, Chevy and Ram bring it

The 2019 Chicago Auto Show features an array of heavy-duty trucks, smaller trucks, other kinds of trucks, and well, more trucks. That means new versions of the 2020 Chevy Silverado Heavy Duty and 2020 Ford F-150 Super Duty, a refreshed 2020 Toyota Tacoma and a trick tailgate on the 2019 Ram 1500. Sound a little crazy? Morgan Stanley research says 68 percent of passenger vehicles sold in the United States last year were classified as light trucks. So actually, bring on the trucks! Here's some impressions on the Chicago reveals, plus our take on the 2020 Subaru Legacy sedan. — Toyota updated the 2020 Tacoma with some light but useful enhancements. An improved infotainment has new audio features and larger screens. The grilles and wheels are different, but nothing drastic. Toyota still offers nice differentiation across the Tacoma lineup, and the design tweaks are subtle but thoughtful. Toyota tends to stretch out the Tacoma's generations, so it's wise to keep modifying and iterating to keep pace in this competitive segment. — Staying with Toyota, the Land Cruiser Heritage Edition is a legit special model that fans of this historic nameplate will appreciate. An anchor of the Toyota line in the United States since 1958, the Land Cruiser's roots date to Toyota's 1951 BJ Series military vehicle. Two colors, Midnight Black and Blizzard Pearl, are exclusive to this model and look slick against the blacked-trimmed grille and lightly bronzed wheels. Inside, bronze stitching is used on the steering wheel, seats, center console and other parts. The best part? Land Cruiser spelled out in script on the rear pillar. It's a limited model (1,200 units) and pricing isn't out yet, but that badge is probably why you buy this SUV. — The 2020 Chevy Silverado HD gets imposing looks that differentiate it from the light-duty range, an eye-popping max towing capability of 35,500 pounds and some updated powertrain elements. A new gas-fed V8 that serves as the entry point is one of the highlights, and the 6.6-liter mill makes 401 hp and 464 lb-ft, up significantly over the old 6.0-liter. There's also a new Allison 10-speed transmission teaming with the Duramax diesel to achieve that lofty max towing figure. With an updated trailering system and a larger cabin, the Silverado HD range is comprehensively remade to fight Ram and Ford. — The 2020 Ford Super Duty is also redone, and like the Chevy line, it gets a new gas V8 checking in at 7.3 liters.

GM recalls select Chevy Cruze, Sonic and Buick Verano models over airbag issue

General Motors is recalling certain 2012 Buick Verano, Chevrolet Cruze and Sonic models due to a defect in the driver's airbag system. According to the National Highway Traffic Safety Administration, the airbag has a shorting bar which may contact two internal terminals. If that happens during a crash, the supplemental restraint may not deploy, increasing the risk of driver injury. The recall includes a total of 2,949 units.
GM will contact owners and replace the steering wheel airbag coil at no cost. At this point, it's unclear when the recall will begin, though owners may contact the automaker at 1-800-521-7300 for more information. You may also take a closer look at the full NHTSA notice below.