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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.

GM won't pay owners of recalled cars for lost value

Kenneth Feinberg, the man in charge of the General Motors compensation fund dealing with the its widespread ignition switch woes, has issued an informal, two-letter response to the plaintiffs in more than 70 lawsuits seeking redress for lost resale value of their Cobalts: "No." The cases were recently combined into one, but Feinberg told The Detroit News that the fund will deal "only with death and physical injury claims," and that "perceived diminished value" will get no consideration.
ALG, the firm specializing in establishing residual values, determined that Cobalt owners had lost $300 compared to the segment competition and doesn't envision any long-term effects from the recall situation. Feinberg's statement comes in advance of public details on how the compensation fund will work and adheres to GM's long-held position on the matter. The company has already asked a judge to throw out such suits using the pre-bankruptcy defense, even as it stopped using that defense in cases of injury and death.
With plenty of potential gain from the GM suit, however, don't expect the plaintiffs to give up yet. When Toyota was sued for the same reason during the unintended acceleration debacle, it eventually settled the case for between $1 billion and $1.4 billion just to get it over with. Since the 85 law firms involved in the Toyota litigation took home more than $250 million of that total, we shouldn't expect the attorneys to give up on a GM payout, either.

Chevy Colorado gets Midnight, Trail Boss editions

After introducing a gamut of special editions for the full-size Silverado, Chevrolet is offering a pair of new packages for its midsize Colorado. Following in the Silverado's footsteps, the Colorado Midnight Edition just blacks out all the things. There's a black grille, black Bowtie, and exclusive 18-inch wheels. They happen to be black, as well. In terms of functional changes, the Midnight Edition adds a spray-in bedliner, tonneau cover, and unique sill plates. Potential owners won't be limited on engine options and body styles here, as the blacked-out trim can be added to extended and crew cab bodies, in two- or four-wheel drive models, and with all of the pickup's available engines, including the upcoming Duramax diesel. The only limiting factor is the actual trim level – you'll need to settle for the mid-grade LT. Don't worry, though. The heftier, top-of-the-line Z71 will be offered with its own unique package, called the Trail Boss. As expected, it goes big on off-road character, with LED trail lighting and aggressive Goodyear Wrangler DuraTec tires. There are also black 17-inch wheels, newly flared fenders, side steps, and like the Midnight Edition, a blacked-out grille and spray-in bedliner. Also like the Midnight Edition, the only limit to adding the Trail Boss is that you opt for the Z71 trim. Engines, drivetrains, and body styles are not fixed. Look for both trucks at your local Chevrolet dealer this fall. Until then, scroll down for the official press release. 2016 Chevy Colorado Special Models Dressed to Impress Midnight Edition, Z71 Trail Boss complement capability with customized style 2015-08-03 DETROIT – On the street or on the trail, the 2016 Chevrolet Colorado's Midnight Edition and Z71 Trail Boss bring bolder choices to customers looking to make a visual statement with their truck. The special editions roll into Chevrolet dealerships this fall, with distinctly tailored appearances that blend custom design cues with Colorado's popular options and accessories. The Midnight Edition evokes the aesthetic of an urban tuner vehicle, while the Z71 Trail Boss is designed for terrain where the pavement ends. "These are aggressive editions of one of the country's hottest-selling truck, demonstrating the personalization that's possible with Chevrolet accessories, whether it's for the street, trail or both," said Tony Johnson, Colorado marketing manager.