2014 Chevrolet Silverado 1500 on 2040-cars

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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.

Ford Police Interceptors dominate Michigan State Police testing

Once again, Ford Motor Company builds the fastest police vehicles. The Blue Oval touted the news in an official release following Michigan State Police and Los Angeles County Sheriff's Department testing. Ford did very well. Except for one acceleration metric – zero to 10 miles per hour – the Blue Oval's Taurus and Explorer-based cop cars were the quickest, with particular praise coming for the EcoBoost-powered models, which bested Chevrolet and Dodge's V8-powered variants. Dearborn's products also posted the fastest average times around MSP's vehicle dynamics course. But it wasn't all positive for Ford. The only four-cylinder in the contest, the 2.0-liter, EcoBoost Ford SSP Sedan, had both the lowest top speed, 120 mph, and the slowest acceleration figures. It was also the slowest in track testing. Ford's products also failed to match the braking and top speeds of its rivals from Detroit and Auburn Hills – the rear-drive Charger Pursuit posted the best braking stats of the entire test, while the V8-powered Chevrolet Caprice hit the highest top speed, at 155 mph. Ford did score a top speed award, among SUVs, but at 132 mph, the naturally aspirated Police Interceptor Utility had to share its award with the equally fast, rear-drive Chevrolet Tahoe. The LA County Sheriff's timing isn't publicly available, but according to Ford, the EcoBoost-powered police cars put on a similarly impressive show for cops on the West Coast. We've assembled a spreadsheet on Google Docs that offers an easy to browse comparison of the different stats assembled by the Michigan State Police, and divided the vehicles between standard V6-powered sedans, high-performance sedans (EcoBoost and V8 models), and SUVs. You can check it out here. Related Video:

Why an independent rear suspension for GM's new, full-sized SUVs wasn't easy

A Motor Trend report last month laid out how Cadillac's 4.2-lier twin-turbo Blackwing V8 could be an orphan due to cost concerns in the GM empire. Last-minute chassis changes to Cadillac's new sedans and XT6 crossover led to engine bays that couldn't fit the Blackwing. On the SUV side, according to the report, the new independent rear suspension for big people haulers cost so much to implement that GM ruled out reworking the Escalade to accept the Blackwing. At least one commenter rightly asked how could a suspension swallow that much money. A new piece in Motor Trend has the answer. The excellent Alissa Priddle spoke to Tim Herrick, GM's executive chief engineer for full-size trucks, about why the clean-sheet IRS cost "multimillions of dollars."  First, GM would need to build a new body shop at the Arlington, Texas plant that assembles the automaker's big SUVs to stamp the numerous wholly new parts and panels accommodating an IRS. Then GM would need to design and pay for a new assembly process. On top of those up-front costs, there was the incremental cost of the four-link IRS components being more expensive than those in the trucks' former leaf-sprung solid axles. Herrick endured so many rejections for so long that he remembers the date and time when he got approval for the new unit. He said it came down to a meeting where he told a higher-up, "I'll make you a deal: If we get to the reveal, or if we launch this and you think this was a dumb idea, I'll hand you my badge and let you walk me out." Head to Motor Trend to read the full story. Based on Herrick being on stage to help present the new SUVs to the press, and on our First Ride in the new Chevrolet Tahoe and Suburban at GM's Milford Proving Grounds, it appears this will have a happy ending for all involved. Furthermore, since Herrick worked on the T1 platform that supports the big SUVs as well as the light- and heavy-duty pickups, he understood the demands on the commercial side, too. That could be why when Roadshow asked Tim Asoklis, chief engineer of the Tahoe and Suburban, if the new IRS could endure life in the Chevrolet Silverado and GMC Sierra, Asoklis answered, "Oh, absolutely." Related Video: