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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.

Autoblog Podcast #393

Episode #393 of the Autoblog Podcast is here, and this week, Dan Roth, Steven Ewing, and Michael Harley talk about Monterey Car Week, the Woodward Dream Cruise and Dodge Charger Hellcat, and the latest round of mid-engine Corvette rumors. Dan also had the chance to speak with Jeffrey Rothfeder, author of Driving Honda, a new book that takes a look inside the automaker. We start with what's in the garage and finish up with some of your questions, and for those of you who hung with us live on our UStream channel, thanks for taking the time. Check out the new rundown below with times for topics, and you can follow along down below with our Q&A. Thanks for listening! Autoblog Podcast #393: Topics: Monterey Car Week Jeffrey Rothfeder (Driving Honda) interview Woodward Dream Cruise + Dodge Charger Hellcat Mid-Engine Corvette rumors just won't die In The Autoblog Garage: 2014 Jaguar F-Type V6 S Convertible 2015 Chevrolet Silverado 2500HD 4X4 CNG 2014 Nissan NV200 SV Hosts: Dan Roth, Steven Ewing, Michael Harley Runtime: 02:10:41 Rundown: Intro and Garage - 00:00 Monterey Car Week - 37:08 Jeffrey Rothfeder - 52:17 Woodward 2014 - 01:28:11 Mid-Engine Corvette - 01:44:30 Q&A - 01:56:53 Get the podcast: [UStream] Listen live on Mondays at 10 PM Eastern at UStream [iTunes] Subscribe to the Autoblog Podcast in iTunes [RSS] Add the Autoblog Podcast feed to your RSS aggregator [MP3] Download the MP3 directly Feedback: Email: Podcast at Autoblog dot com Review the show in iTunes Podcasts Rumormill Chevrolet Dodge Jaguar Nissan Pebble Beach mid-engine corvette dodge charger hellcat

2015 Chevrolet Corvette Z06

"Corvette" has stood for American muscle, American sports car, and American supercar. In many cases, it still stands for America: liberty on the go, LS-powered freedom. There was also a time when it meant really impressive numbers that didn't equate to really impressive handling, and a not-so-nice cabin. The handling issue really turned the road-legal corner when the C5 Z06 was introduced in 2001, and by the time the super-duper ZR1 ended its run in 2010, Corvette had exorcised practically all of its dynamic demons. But when I took a seat in the 2015 Corvette Z06 on the first day of my week-long loan, I espied a few demons still squatting in the interior. When colleague Seyth Miersma drove the Z06, he wrote, "Listen, I'm not going to be the guy that dogs the Corvette for having a cheap-feeling interior, this generation has put those once-legitimate claims to rest." Well, I am going to be that guy, because I don't think those claims have been put to rest. One day Chevy will give us leather that looks and feels like leather, instead of the astonishingly thin hide that is laid directly on top of the instrument panel structure. This material was set off by white stitching, but there were no seams, just a trail of white stitches. In some places it was hard to tell where the leather ended and the plastic began; or it might all have been the same upholstery, I don't know. Five dollars of foam padding would add five thousand dollars of luxury to the cockpit. One day Corvette will have plastics that don't look so plasticky. I know General Motors can do it. And after years of thinking Corvette seats were too wide and flat, this latest Z06 is almost there. The seatbacks were nice, but the exaggerated side bolstering on the seat bottoms was too narrow and sharp. That's a personal preference, though; other drivers with thinner thighs will think differently. My complaint isn't that the interior isn't luxurious, it's that it's not luxurious enough. If Chevrolet was worried about pricing, it could add some kind of profligate package to the options list. Have some ex-Porsche people design it, call it the Teutonic Splendor Package, slap a massive price on it, and count the money. People will buy it, and no one will ever have to say again, "But the interior..." That said, this test car's cabin had every feature I wanted. The gauge cluster was bright, crisp, and readable in every shade of daylight.