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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.

Weekly Recap: Tesla loses money, still dominates the news

Some people get an inordinate amount of attention. In politics, it's Donald Trump. In football, it's Jim Harbaugh. And in the auto world, it's Elon Musk and his always-fascinating electric car company, Tesla Motors. General Motors is spending $877 million to upgrade a factory. So what! US auto sales are up. Who cares? Tesla has a metal snake that will recharge your car! So was the week in Tesla – er, the industry. Snarkiness aside, Tesla did dominate the news cycle, led by the announcement the company lost $184 million in the second quarter. Tesla also said it expects to deliver between 50,000 and 55,000 vehicles this year, and is preparing for a full launch of the Model X crossover in September. Musk also made news during the earnings call by simply not answering a question about ride sharing, leading to speculation Tesla could be considering its own operation. While the financials were the arguably the most important company news, reports of a Model S cyber hacking were more compelling fodder for Tesla followers. Researchers were able to attack the sedan and bring it to a stop, though they required access to the car first. Tesla says it already has deployed a remedy for the situation. On a lighter note, Tesla published a video of its metal charger prototype that autonomously uncoils like a snake to power up the company's vehicles, provoking plenty of humorous comments and comparisons. Watch it and decide for yourself. While some of this might seem trivial, much of Tesla's recent attention has been warranted. It's the first startup US automaker in decades to launch from nothing and actually gain traction in the market. Sure, Musk is a lightning rod and Tesla always seems to be in the spotlight. But amid all of the publicity, it easy to lose sight of the new reality: Tesla is a force. OTHER NEWS & NOTES 2016 Chevy Volt lights up 106 MPGe The Chevy Volt's vitals are looking healthier for 2016. The second-generation plug-in hybrid racks up a gaudy 106 miles per gallon equivalent, which is an increase of eight MPGe from the 2015 model. The new Volt can travel 53 miles on electricity, a significant jump from the 2015 Volt's 38-mile range. The new car also has a 420-mile total range when factoring in the capability of the gasoline engine, which is 40 miles greater than the current car offers.

General Motors and EVs: No stranger to firsts, but where's the leadership?

2015 is already shaping up to be the year of "affordable, 200-mile EV" concepts. Nissan and Tesla have each been talking about them for some time, the latter promising to unveil its Model 3 at the North American International Auto Show in January before balking when the time came. Instead, Chevrolet beat them all by unveiling the Bolt concept at the same event, followed shortly thereafter with suggestions of a 2016 launch – potentially offering the first nationwide EV with anything close to that range. It was the ballsiest EV-related move General Motors has made in a quarter century. But will it remain so? Exactly 25 years before the Bolt rolled up onto the turntable, then-Chairman Roger Smith unveiled GM's last ground-up EV concept, the even-more-unfortunately-named Impact, at the Los Angeles Auto Show in January 1990. A few months later, he surprised most of his colleagues by announcing its intended production in honor of Earth Day. It was the first modern foray into electric vehicles for the US by any automaker, one that was rewarded by the State of California with what is now known as the Zero Emissions Vehicle mandate. The program not only forced other automakers into competing with Roger's pet project, but inspired all of them to fight it like small children against bedtime. Some years later, the drivers themselves weighed in, with a biting documentary about that obstinance and the leadership it cost both GM and the country. Within months, GM was first back into the fray of plug-in vehicles. Many criticized the company for starting with a PHEV rather than jump straight back into EVs. The choice wasn't totally out of the blue – even EV1 was meant to be followed by a PHEV. And especially on the heels of Who Killed the Electric Car?, some skittishness was understandable: even a successful EV would invite a "we told you so" public reaction, underscoring their mistake in ending the EV1 program. If a new EV didn't do well, they'd be convicted in the public eye as serial killers. All while seeking a federal bailout. For all the flak, the resulting Chevy Volt was and is a better car than GM has ever gotten credit for. But the company seemed to grow weary of having to overcome its varied past, and while the current owners remain happy, much of the stakeholder and community engagement that so effectively built early goodwill and sales growth faded not long after launch. Marketing has been spotty in both consistency and effectiveness.