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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.

2021 GMC Canyon trims overhauled, SL and SLT disappear

Until this year, the GMC Canyon has offered six trims in two drivetrains: SL, a base model simply called Canyon, SLE, All Terrain, SLT, and Denali, with all but the SL available in either 2WD or 4WD. GM Authority credits "dealer sources" for news that the 2021 Canyon has had its trim steps overhauled. According to the chart in the report, the SL and SLT are no more, the base Canyon gets replaced by a trim called Elevation Standard, and SLE turns into Elevation. We already know that All Terrain has given way to AT4, while Denali remains in the top spot. Trim content doesn't change with the names, but there's no equivalent for the SLT trim in terms of spec. The GMC site lists the 2020 SLE and SLT on the same page, and a shopper must burrow into the spec comparison page to figure out the differences. The SLT only comes with the 3.6-liter V6 and eight-speed transmission, and makes features like remote start, climate control, heated mirrors, heated seats, hitch guidance, and a spare tire standard equipment. It also chromes the exterior door handles, and offers a Cocoa/Dune leather interior that can't be had on the SLE. It's possible the SLT's $4,700 premium over the SLE led more buyers to start with the SLE and add the engine and options they wanted.   We have a number of questions that we'll need to wait for GMC's official announcement to answer. The 2020 Canyon offers an Elevation Edition package for $650 that adds a black grille with body-colored surround, and 18-inch Satin Graphite wheels in all-terrain rubber. There's also a California Elevation Special Edition for $1,195 with all-weather floor liners, assist steps, and mud flaps. They could be optioned on the SLE but not the SLT. With the addition of two Elevation trims, we'll find out if the packages get renamed or go away. Separately, CarBuzz spotted a 2021 GM Fleet Order Guide that mentions a leveling kit option, LPO Code SQS, for the Canyon and the Chevrolet Colorado. We noted the inclusion of a leveling kit in the coming Canyon AT4 Off-Road Performance Package. According to the order guide, the option can be ordered only for the Canyon AT4 trim, but it's not clear if that's an a la carte choice or if buyers must order the Off-Road Performance Package. On the Chevy, the rake-removal equipment can be had with the Colorado 4x2 Z71 or the 4x4 Work Truck, LT, and Z71. Related Video:

NHTSA closes book on Ford, GM probes of 600,000 vehicles

US safety regulators have closed a pair of investigations into some 500,000 Ford Crown Victoria, Mercury Grand Marquis and Marauder sedans built between 2004 to 2007, and 100,000 Chevrolet Impala models from 2014. The Ford investigation focused on rusting heat shields, which may become dislodged and jam the steering, according to Reuters. The National Highway Traffic Safety Administration found that this happened very rarely. In fact, of the ten incidents filed with the government safety watchdog, six came from a single police department, which evidently had some sort of problem with its reporting. As for the Impala, the NHTSA investigators attributed two incidences of "unintended autonomous braking" to user error. In both cases, the vehicles were involved in rear-end collisions. According to GM investigators, it's believed that drivers accidentally activated the electric parking brake, causing the collisions. The vehicles in question were rental cars. Featured Gallery Ford Crown Victoria Related Gallery 2014 Chevrolet Impala View 10 Photos News Source: ReutersImage Credit: Ford, Chevrolet Government/Legal Chevrolet Ford Safety Sedan ford crown victoria mercury grand marquis