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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.

Meet the mother-daughter team that's worked on almost every Chevy Volt

It's Mother's Day, and we're soft enough we love our mothers enough to share a new video from General Motors with you. In it, we meet Monique Watson (left) and Evetta Osbourne, a mother-daughter team that works at the Detroit-Hamtramck Assembly where GM makes the Chevy Volt (along with all of GM's other plug-in hybrids: the Opel Ampera, Holden Volt and Cadillac ELR). The two work side-by-side and have installed the lithium-ion battery pack on almost all of those vehicles - nearly 80,000 of them - since GM started making the pre-production Volts in 2009. In a prepared statement, Watson said that she likes working next to her mom, day in and day out, and they the two are totally in sync when it comes to putting the 400-pound, 16.5-kWh packs into the vehicle undersides. They two can also share stories throughout the day, and Watson said, "The arrangement has absolutely improved our relationship." Osborne started working at Detroit-Hamtramck in 1999, Watson since 2006. If you're driving a Volt today, you probably have them to thank for doing a bit of the work putting your car together. See a short video of them in action below. It's Always Mother's Day for Detroit-Hamtramck Duo Mother, daughter install lithium-ion battery pack in nearly all GM electric vehicles 2014-05-08 DETROIT – For Detroit resident Evetta Osborne, every day is Mother's Day. That's because she literally works side by side with her daughter, Monique Watson, at General Motors' Detroit-Hamtramck assembly plant. They have installed the lithium-ion battery pack on nearly every Chevrolet Volt, Opel Ampera, Holden Volt, and Cadillac ELR since production began. In fact, apart from vacation days and an occasional sick day, the mother-daughter duo has installed almost every battery pack since the Volt was in pre-production in 2009. The ELR launched earlier this year. All told – including Ampera – that's more than 80,000 electric vehicles. "We're a good team and our relationship is secondary when it comes to performing our jobs – but it's great to work alongside my daughter, said Osborne, a mother of five. Because the battery packs weigh more than 400 pounds each, automatic guided vehicles – robotic carts that use sensors to follow a path through the plant – deliver them just as the vehicle body structures glide into position overhead. The carts then lift the T-shaped packs, and Osborne and Watson guide them into the chassis and secure each one with 24 fasteners.

Drivers buy new $300K McLaren 720S, 2019 Chevy Corvette, and wreck 'em

Two high-powered, high-priced sports cars, wrecked in their infancies. No doubt they were fun while they lasted. In Great Falls, Va., a tony suburb of Washington, D.C., that hugs the Potomac River, someone was out enjoying driving the McLaren 720S they had purchased only the day before on a leafy, two-lane road. Then, horror: In an instant, the car hit a tree, mangled and destroyed "because of speed," according to the Fairfax County Police Department. Purchased Friday. Totaled Saturday. This McLaren 720S, costing around $300,000, was destroyed today in Great Falls because of speed. The driver was taken to the hospital with thankfully only non-life threatening injuries. A reminder to slow down, or it could cost you. pic.twitter.com/XhC3LKRY1t — Fairfax County Police (@FairfaxCountyPD) July 14, 2018 Then on salvage auction site Copart, a brand-new orange 2019 Chevrolet Corvette Grand Sport lies in a warehouse in Lincoln, Neb., its front left corner crushed, wheel askew. It had just 15 miles on the odometer. We know nothing of the backstory, except for the obvious front-end damage and secondary damage to the undercarriage. The rear end and 6.2-liter V8 engine, which makes 460 horsepower and 465 pound-feet of torque, look OK. The most current bid as this was published was just north of $9,000. It's tempting in both cases to assign the blame to over-eager drivers who weren't quite yet able to corral all that power. In the case of the McLaren, the supercar makes 710 horsepower and 568 pound-feet of torque from its quad-cam, twin-turbo 4.0-liter V8. It goes from 0-62 miles per hour in 2.9 seconds and boasts a top speed of 212 mph. We're not saying the unidentified driver was a newbie, but this car is definitely not for newbies. Police write that the incident is "A reminder to slow down, or it could cost you." As in, $300,000. Or at least the depreciation for driving it off the lot. Related Video: