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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 puts e-commerce shopping in car dashboards

DETROIT — General Motors on Tuesday said it will equip newer cars with in-dash e-commerce technology, betting it can profit as drivers order food, find fuel or reserve hotel rooms by tapping icons on the dashboard screen, instead of using smartphones while driving. GM's Marketplace technology, developed with IBM, will be uploaded automatically to about 1.9 million model-year 2017 and later vehicles starting immediately, with about 4 million vehicles across the Chevrolet, Buick, GMC and Cadillac brands equipped with the capability in the United States by the end of 2018, GM said. GM will get an undisclosed amount of revenue from merchants featured on its in-dash Marketplace, Santiago Chamorro, GM vice president for global connected customer experience, said during a briefing for reporters. Customers will not be charged for using the service or the data transmitted to and from the car while making transactions, he said. "This platform is financed by the merchants," Chamorro said. GM will get paid for placing a merchant's application on its screens, and "there's some level of revenue sharing" based on each transaction, he said. It is too soon to say how much revenue GM could realize from the Marketplace system, he said. The GM Marketplace will compete for customer clicks and revenue with hand-held smartphones, which offer a far richer array of applications than the GM system will at the outset. Amazon.com is partnering with other automakers, including Ford, to offer in-car e-commerce capability through Amazon's Alexa personal assistant system. For example, GM will launch Marketplace with just Shell and Exxon Mobil icons in the fuel category. The only restaurant available for in-car table reservations at launch is the chain TGI Fridays, GM said. In addition, there will be apps for parking, and ordering ahead at coffee shops and restaurants such as Starbucks, Dunkin' Donuts and Applebee's. "We will be adding more vendors," with some coming in the first quarter of 2018, Chamorro said. In addition, he said GM plans to expand integration into its vehicles of music, news and other information services. GM also hopes to use its in-car Marketplace connections to expand purchases of products and services, such as additional access to in-car wifi, from its own replacement parts business and dealer network. Customers can "expect to see more service promotions coming through the platform," Chamorro said. Reporting by Joe WhiteRelated Video:

2016 Chevy Malibu undercuts rivals with $22,500 starting price

Customers eager to get their hands on the new 2016 Malibu may be pleasantly surprised to find that Chevy has actually reduced the price on the base model. In fact the Malibu now undercuts much of the competition. Order up a new Malibu in entry-level L trim and you'll shell out only $22,500. That includes the $875 destination charge (which is $50 more than what Chevy used to charge for delivery). The Malibu L of course won't come with all the bells and whistles of the higher trim levels, but still comes with 10 airbags, cruise control, and push-button ignition. Compare that to the competition and you'll find the base Malibu less expensive than most, but not all. It undercuts the Ford Fusion, Honda Accord, Toyota Camry, and Nissan Altima – although the Hyundai Sonata and Mazda6, for example, are still marginally less expensive in base trim. Those looking for a little bit more can upgrade to the Malibu LS ($23,995), LT ($25,895), or Premier ($31,795). The L, LS and LT come with a 1.5-liter inline-four, but the Premier packs a 2.0-liter turbo that can also be had in LT spec for $29,495. Pricing for the Malibu Hybrid is slated to be announced at a later date, as will EPA fuel economy figures for the rest of the range. Next-Gen Chevrolet Malibu Starts at $22,500 Lower than Camry, Accord, Fusion and Altima 2015-09-10 DETROIT – The 2016 Chevrolet Malibu, the most fuel-efficient, connected and technologically advanced version in the nameplate's history – will be available with a starting suggested retail price of $22,500 for the L model. "We've continued our focus on delivering on the highest levels of quality, as evidenced by recent recognitions from J.D. Power on initial quality and long-term dependability," said Steve Majoros, director of Chevrolet cars and crossovers. "The 2016 Malibu is engineered and priced to give customers impressive value and technology that's hard to compete with." For 2016, Malibu will be offered in five models, L, LS, LT, Hybrid and Premier. Standard equipment includes 10 airbags, cruise control, push-button start with passive entry and fuel-saving stop/start technology on the base 1.5L 4-cylinder engine. The LS model, starting at $23,995, includes standard Chevrolet MyLink Radio with 7-inch diagonal color touch screen, available compatibility with Apple CarPlay and Android Auto and a rear vision camera. CarPlay and Android Auto are subject to Apple and Google privacy statements and require compatible smartphone and data plans.