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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.

2016 Chevrolet Camaro starts at $26,695

Parking the new 2016 Chevrolet Camaro in your driveway will cost $26,695, including the $995 destination charge. That's a cut from $27,000 for the same trim on a 2015 Camaro. If you prefer a V8 under the hood, then the base 1SS goes for $37,295, compared to $34,500 for that model currently. The 2016 Camaro is offered as a coupe and convertible in four trim levels: 1LT, 2LT, 1SS, and 2SS. The LT is available with a 2.0-liter turbocharged four-cylinder with 275 horsepower and 295 pound-feet of torque or a 3.6-liter V6 with 335 hp and 284 lb-ft. The SS gets a 6.2-liter V8 with 455 hp and 455 lb-ft. The first examples arrive before the end of the year, but droptops and the turbo engine don't materialize until the first quarter of 2016. Base models come with tech like Chevy's MyLink infotainment system with Apple CarPlay, a rearview camera, automatic climate control, and multiple driving modes. The RS Package adds to the style with 20-inch wheels, HID headlights, LED taillights, a different grille insert, and rear spoiler. Opting for the SS brings a more aggressive exterior look, plus performance upgrades like Brembo brakes, differential and transmission coolers, and a limited slip differential on those with a manual gearbox. Upgrading to the 2SS adds amenities like heated and ventilated front seats, wireless phone charging, a Bose stereo, rear cross-traffic alert, and Side Blind Zone Alert with Lane Change Alert. Options like a Magnetic Ride Control suspension and dual-mode exhaust offer additional sportiness. Reading about the 2016 Camaro is nice, but Chevy now has a visualizer for the pony car. It's not quite a full configurator but lets you check out different colors, wheels, and stripes to imagine your future purchase. Enjoy finding just the right combo. Related Video: CHEVY REVEALS PRICE, ONLINE VISUALIZER FOR 2016 CAMARO 21/08/15 Gen Six Camaro offers more performance, technology and customization choices DETROIT – As production of the lighter, more powerful, more advanced 2016 Camaro grows near, Chevrolet revealed more details to help customers tailor their Gen Six exactly how they want it, including pricing information and an online visualizer. The 2016 Camaro offers higher levels of performance, technology and refinement, starting at a suggested retail price of $26,695 for the Camaro 1LT, while the most powerful Camaro SS ever starts at $37,295 for the 1SS.

General Motors shaking up its marketing... again

One of the things that dogs the full comeback of General Motors is the instability of its marketing. That part of the automaker got yet another big shakeup today when GM confirmed what I have been tweeting for a few days - strong rumors that the Chevrolet and Cadillac ad accounts are walking to new ad agencies.
Cadillac, GM's luxury brand, is going into review from Fallon Worldwide, Minneapolis and the indications are that Campbell-Ewald, Chevy's old ad shop, will end up with most or all of it. C-E just announced that it was moving from its long-time home in Warren, MI to a new downtown Detroit office next to Ford Field, just blocks from GM.
The other shoe to drop shortly will be the shift of GM's most important brand, Chevy, from Goodby, Silverstein & Partners of San Francisco to McCann-Erickson of Troy, MI. McCann used to be the agency for Buick and GMC, as well as GM's corporate advertising, and has retained some pieces of business over the last few years. Sources have even told us that it was McCann that did a lot of the creative work on Chevy's new ad platform, Find New Roads. (Not to be confused with a former McCann tagline for Saab, "Find Your Own Road.")