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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.

GM’s move to Woodward is the right one — for the company and for Detroit

Back in 2018, Chevy invited me to attend the Detroit Auto Show on the company dime to get an early preview of the then-newly redesigned Silverado. The trip involved a stay at the Renaissance Center — just a quick People Mover ride from the show. IÂ’d been visiting Detroit in January for nearly a decade, and not once had I set foot inside General MotorsÂ’ glass-sided headquarters. I was intrigued, to say the least. Thinking back on my time in the buildings that GM will leave behind when it departs for the new Hudson's site on Woodward Avenue, two things struck me. For one, its hotel rooms are cold in January. Sure, itÂ’s glass towers designed in the 1960s and '70s; I calibrated my expectations accordingly. But when I could only barely see out of the place for all the ice forming on the inside of the glass, it drove home just how flawed this iconic structure is.  My second and more pertinent observation was that the RenCen doesnÂ’t really feel like itÂ’s in a city at all, much less one as populous as Detroit. The complex is effectively severed from its surroundings by swirling ribbons of both river and asphalt. To the west sits the Windsor tunnel entrance; to the east, parking lots for nearly as far as the eye can see. To its north is the massive Jefferson Avenue and to its south, the Detroit River. You get the sense that if Henry Ford II and his team of investors had gotten their way, the whole thing would have been built offshore with the swirling channel doubling as a moat. This isnÂ’t a building the draws the city in; itÂ’s one designed to keep it out. Frost on the inside of the RenCen hotel glass. Contrasted with the new Hudson's project GM intends to move into, a mixed-use anchor with residential, office, retail and entertainment offerings smack-dab in Detroit's most vibrant district, the RenCen is a symbol of an era when each office in DetroitÂ’s downtown was an island in a rising sea of dilapidation. Back then, those who fortified against the rapid erosion of DetroitÂ’s urban bedrock stood the best chance of surviving. This was the era that brought us ugly skyways and eventually the People Mover — anything to help suburban commuters keep their metaphorical feet dry. The RenCen offered — and still offers — virtually any necessity and plenty of nice-to-haves, all accessible without ever venturing outside, especially in the winter, but those enticements are geared to those who trek in from suburbia to toil in its hallways.

GM ending stop-sale order on heavy-duty trucks

General Motors responded to an inquiry from Autoblog regarding a stop-sale order on its full-size heavy-duty pickup trucks. Here's GM's official statement. GM is committed to building the highest quality products possible. We paused delivery on a small number of HD pickups with the 6.6 liter Duramax engine last week to finalize an investigation into a potential quality issue. The investigation has been completed and the stop sale will be lifted for the small number of vehicles at dealerships.Customers can be assured GM’s heavy duty pickups are covered by a 5 year/100,000 mile powertrain warranty. The original article continues below. General Motors has reportedly sent its Chevrolet and GMC dealers a stop-sale order that applies to some examples of the 2022 Silverado HD, the 2022 Silverado MD, and the 2022 Sierra HD. The units affected by the stop-sale order may develop an engine-related problem. Citing anonymous sources, website GM Authority wrote that the Duramax 6.6-liter turbodiesel V8 in the affected trucks can hydrolock, which means liquid could enter the cylinders and cause a substantial amount of damage. The report does not specify where the liquid would come from; hydrolocking can happen by driving through a deep puddle of water, for example, but a large amount of coolant can cause it as well. The publication adds that the stop-sale order was assigned internal reference number N222362910. It also notes that the trucks included in it can't be sold, delivered to buyers, traded with another dealer, sent to auction, or even used for demonstration purposes until further notice. Earlier in April 2022, GM Authority reported that General Motors planned to buy back an unspecified number of Silverado HD and Sierra HD trucks due to quality-related issues with the 6.6-liter V8. Details about the problems experienced by customers haven't been released; all we know is that each truck will be replaced, though the replacement may not have the same equipment due to the ongoing chip shortage. Related video: