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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.

Chevy Spark EV could be coming to Midwest later this year

Ohio is not known as a hotbed of EV sales – if anything, the state is a bit anti-EV, thanks to a legislative fight against Tesla's direct sales model – but it might be on Chevrolet's short list to expand the market for the Spark EV in the near future. The latest official GM press release on the battery-powered Spark still says the car is "available exclusively in California and Oregon," but Hybrid Cars found four Ohio dealerships that list a Spark EV on their websites, with hints the the car will be coming to the Midwest state by the end of the summer. See, for example, here, here, here and here. But that's probably not going to happen, according to Randy Fox, GM communication's manager for passenger cars. Fox told AutoblogGreen that, "At this point in time, we don't have any official plans to expand the Spark EV beyond California and Oregon." The reason is that California and Oregon have the infrastructure to support EVs, Fox said, and GM wants to be able to support its EV customers. "We are continuing to look at other options," he said. "The selling point for electric cars today is not advertising, it's eyeballs, it's peer exposure" – John O'Dell John O'Dell, a senior editor at Edmunds.com, told AutoblogGreen that, "It makes sense for [GM] to expand sales and it makes sense to do it in a quiet manner, to get these vehicles on the road. The selling point for electric cars today is not advertising, it's eyeballs, it's peer exposure. If someone in my neighborhood has one and he likes it, then maybe I can trust him. So it's important to get these vehicles on the road." Chevy sold 182 Spark EVs last month, a significant increase over the 98 sold in April. That's still small potatoes compared to the 3,000+ Nissan Leaf EVs sold last month, but making the electric Spark available in Ohio, say, or GM's home state of Michigan could boost those numbers. AutoblogGreen called a few dealerships in Michigan to see what they had heard. One salesman said he didn't think GM had started production yet but the inventory manager for another dealership said the Spark EV is scheduled to arrive in the Midwest in "roughly the fourth quarter." What would GM's incentive be to offer the car in markets outside of California where it can gain ZEV credits with each sale?

Chevy Silverado Special Ops will go into limited production

Remember the Special Ops edition Silverado? Chevy showcased it as a show truck at SEMA last month. And now it's going into limited production, and proceeds will support the National Navy SEAL Museum. The special pickup was based on a Silverado 1500 in Z71 spec and done up with a special three-tone paint job inspired by the camouflage used on 20th-century warships. Known as Razzle Dazzle, the camo was designed to disguise a ship's form and movements from enemy vessels. Chevy also fitted the show truck with a sport bar, off-road LEDs, lower- and under-body reinforcement, and flared wheel arches packing special 20-inch wheels. Following its debut at SEMA, former GM chairman Dan Akerson (a US Naval Academy alum) and retired Navy SEAL Master Chief Rick Kaiser presented the concept truck at the 116th Army-Navy football game this past weekend. Chevy hasn't said just how many it will build and at what price, but production is slated to be "limited," going on sale in the spring. Related Video: Chevrolet Salutes Special Forces During Army-Navy Game 2015-12-10 - Special Operations Silverado will support National Navy SEAL Museum - Partners with the USX Mt. Everest Team to raise Post Traumatic Stress Disorder awareness - GM Military Discount expands to include all veterans PHILADELPHIA – For the sixth consecutive year, Chevrolet is the official vehicle sponsor of Saturday's Army-Navy Game. During the game, Chevrolet will honor military service men and women, particularly its special forces. Former General Motors Chairman and CEO Dan Akerson, a U.S. Naval Academy graduate, will join retired U.S. Navy SEAL Master Chief Rick Kaiser, executive director of the National Navy SEAL Museum, to salute the special forces during the presentation of a Chevy Silverado Special Ops Concept vehicle at the game. The limited production version is expected to go on sale next spring. Chevrolet will donate a portion of the proceeds from each Special Operations Silverado sold to benefit the Navy SEAL Museum. "The partnership will also help us aid the families of fallen, injured and active duty Navy SEALs through the efforts of our Trident House and scholarship programs," said Kaiser. Founded in 1985, the museum honors the service and legacy of the U.S. Navy SEALs. Located in Ft. Pierce, Fla., the museum and memorial are recognized as the birthplace of the Navy SEALs.