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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 Cadillac Escalade, GMC Yukon, Chevy Suburban/Tahoe recalled for stall risk

General Motors is recalling just shy of 15,000 2021 Cadillac Escalade & Escalade ESVs, Chevrolet Suburbans and Tahoes, GMC Yukons and Yukon XLs that were shipped with fuel pumps that were built with a batch of what may be faulty electronic control modules. A pump with a bad module can result in intermittent function, resulting in drivability issues and potential stalls. No serious incidents or injuries have been associated with the issue.  GM says it discovered the issue after analyzing early recall data for the 2021 model SUVs and discovering an unusually high failure rate for fuel pumps manufactured by a single supplier – Vitesco. The company was able to identify the batch and initiate a recall campaign targeting just those vehicles.  "After reviewing the field data, GM determined there were 617 potentially relevant complaints, which were received between April 15, 2020 and August 24, 2021," the company's recall report said. "229 of these complaints reported a stall while standing or moving. No accidents or injuries associated with this condition were found." Any SUVs built with pumps from that batch but not yet sold are being held at dealers for replacement parts. It may take some time for GM to source replacements due to the ongoing electronic parts shortages.  "We are working with the supplier to obtain the required parts as quickly as possible," GM said in its notice to dealers. "When sufficient quantity of parts are available, the recall bulletin will be released and dealers can begin repairing vehicles."

Nissan Leaf sales drop, new Chevy Volt climbs in November

This is probably just how things are going to be from now on. With the second-gen Chevy Volt available in some states and Nissan dragging its heels on getting a true new version of the Leaf onto dealer lots, it's no surprise that plug-in vehicle shoppers are turning to the Volt in a big way. Yes, we know that a pure EV and a PHEV are not the same and that the Volt and the Leaf are quite different cars, but after all of this time tracking the two plug-in sales champions, we feel obliged to continue our monthly look at who's selling how many of what. Here goes. We'll start with the mediocre news. That'd be the Leaf sales, which came in at just 1,054 units last month. That's the lowest monthly sales total for all of 2015 and, in fact, the lowest month of Leaf sales since February 2013. It's also a 60.8 percent drop from November 2014's sales of 2,687. This despite the fact that you can now get a new Leaf with a longer range of 107 miles (vs. 84) for a higher cost. The new Volt (along with the first-gen Volts that are still being sold out there), on the other hand, was up 49 percent, to 1,980 sales. That gave the Volt its best November ever, "on both a total and retail basis," GM says. The Volt beat the Leaf in October, too, and we suspect this is going to be the story until Nissan figures out how to get people excited about a five-year-old model or introduces the second edition. As always, we'll have a fuller wrap-up of US green car sales in our By The Numbers report soon. Green Chevrolet Nissan Electric Hybrid ev sales