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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.

'Tomorrowland' movie will advertise Chevy Volt, E-NVs

Before the 2016 Chevrolet Volt arrives at dealerships, it's going to come to a cineplex near you. The next-generation hybrid and the EN-V electric networked vehicle concept will play bit parts in the background of the upcoming Disney movie Tomorrowland starring George Clooney and Britt Robertson. Chevrolet will run digital and television ads around the movie's opening, which is May 22 in the US. The Bowtie and Disney tie-up is another in their years-long collaboration, going back to the revamped Test Track that opened at Epcot Center in 2012, and Chevolet is also the official vehicle of Shanghai Disney. The press release below has more on the movie and the Volt, the movie trailer is above – there's no Volt in it, but there is a late-model Buick. Chevrolet and Disney See Possibilities in 'Tomorrowland' Film to help kick off marketing efforts for next-generation Chevrolet Volt DETROIT, 2015-03-26 – At their core, Disney and Chevrolet are entities of optimism, believing that with a little ingenuity, anything is possible. They will come together in the new Disney film "Tomorrowland" to imagine the possibilities. The all-new 2016 Chevrolet Volt and EN-V concepts appear in the backdrops of the present day and Tomorrowland. The film's U.S. debut is May 22. In Disney's riveting mystery adventure "Tomorrowland," a jaded scientist and an optimistic teen embark on a danger-filled mission to unearth the secrets of an enigmatic place somewhere in time and space. "Tomorrowland is a place where nothing is impossible, which is something that Chevrolet believes can exist in the here and now," said Tim Mahoney, vice president, Global Chevrolet. "The Chevrolet spirit reflects the hopes and possibilities of tomorrow in real instruments of change for today like the next-generation Chevrolet Volt." The first marketing efforts for the 2016 Chevrolet Volt will be tied to Tomorrowland. A television spot and digital advertising will debut in early May. The all-new Volt is an electric car with extended range, showcasing a sleeker, sportier design that offers 50 miles of EV range, greater efficiency and stronger acceleration. The Volt's new, efficient propulsion system will offer an estimated total driving range of more than 400 miles. With regular charging, owners can expect to average more than 1,000 miles between gas fill-ups. Chevrolet and Disney have a long history of collaboration around the globe.

Canada opens probe into 250,000 GM pickups, SUVs over brake performance

Transport Canada, the auto safety regulator, has opened a probe into braking issues in nearly 250,000 General Motors full-size pickups and SUVs after U.S. officials launched a similar probe last year, the agency said on its website. The U.S. National Highway Traffic Safety Administration (NHTSA) in November into 2.73 million U.S. 2014-2016 model year SUVs and pickups after receiving 487 reports of hard brake pedal effort accompanied by extended stopping distance that were attributed to deterioration of the engine-driven brake assist vacuum pump. Transport Canada's probe covers 249,700 2015 through 2017 model year vehicles including the Cadillac Escalade, Chevrolet Suburban, Chevrolet Tahoe and GMC Yukon as well as 2014-2017 Chevrolet Silverado LD and GMC Sierra LD vehicles. The U.S. agency said it had reports of nine incidents of vehicles incurring damage as a result of colliding with another vehicle or fixed object at low speeds and reports of two injuries. NHTSA said if the pump fails to operate, the amount of brake power assist can be significantly reduced, extending vehicle stopping distance. The NHTSA sent GM an information request in a Feb. 7 letter. A GM spokesman said he had no update on the investigation. Reporting by David Shepardson; editing by Jonathan Oatis