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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.

AWD turbodiesel Equinox, Terrain dropped for 2020

Citing low demand, General Motors is dropping the AWD diesel options off the Chevrolet Equinox and GMC Terrain roster. Chevrolet spokesman Kevin Kelly confirmed to CarsDirect that for 2020, the diesel versions of these SUVs will only be offered with front-wheel-drive. CarsDirect notes that with the AWD diesel Equinox and Terrain gone, the only AWD diesel option in this class is the Mazda CX-5 Skyactiv diesel, which is significantly more expensive: As the AWD diesel CX-5 is only available in a fully loaded Signature specification, the $42,045 price tag is almost $10k heftier than the cheapest comparable Equinox, the AWD 1.6-liter diesel LT which starts from $32,495. The 2019 GMC Terrain AWD SLE costs $34,795 in comparison, which works out to being around $7,200 cheaper than the Mazda. The higher trim levels for the Equinox and Terrain are Premier and SLT, respectively. Some reasoning behind the AWD diesel GM SUV's low uptake is their own price difference to base FWD gasoline models: you can get a 1.5-liter Equinox for less than §25,000 listed. While the 2.2-liter Mazda has plenty more power at 168 hp and 290 lb-ft, compared to 137hp and 240 lb-ft in the 1.6-liter GM SUVs, the Equinox and Terrain are notably more frugal – they are rated 32mpg combined, while the Mazda can manage 28 mpg. With better fuel economy and a significantly lower list price, the General Motors twins are at least more wallet-friendly when it comes to numbers, and as the vehicles will cease to be built in that configuration there's likely to be some cash on the hood on ones in stock. News Source: CarsDirectImage Credit: Chevrolet Chevrolet GM GMC confirmed gmc terrain chevrolet equinox

GM shows off 'digital vehicle platform' enabling more in-car tech and OTA updates

It appears to have dropped the sobriquet "Global B," but General Motors' new electrical architecture has bowed in drawings and video. This is the "digital vehicle platform" GM president Mark Reuss spoke to Reuters about in 2015, saying it would move a great deal of a vehicle's computer work to the cloud and enable over-the-air updates. Reuss took the microphone for the debut, too, saying, "Our new digital vehicle platform and its eventual successors will underpin all our future innovations across a wide range of technological advancements, including EVs and expanded automated driving." The system will go into production later this year, appearing in dealerships first either on the 2020 Cadillac CT5 or the mid-engined 2020 Chevrolet Corvette. Yes, these are the same electronics cited for delaying the launch of the C8 Corvette over excessive draw, security and getting the more-than-100 computer modules to communicate seamlessly. When Car and Driver asked about that, GM replied with "No comment." Volkswagen's having the same issues with the Mk8 Golf right now, though, so GM isn't alone, and this will be the new normal among OEMs for a while. What's certifiable is that the new architecture is robust enough to handle 4.5 terabytes of data per hour, which is five times what GM's current wiring can handle. And thanks to Ethernet connections of 100 Mbps, 1 Gbs and 10 Gbs, communication within and without the vehicle happens much faster. The advances mean better screen resolutions, better battery management for hybrids and electric vehicles, the capability for over-the-air updates and "functionality upgrades throughout the lifespan of the vehicle." Cadillac's Super Cruise has already been lined up as a leading candidate for constant improvements in the driving assistance suite, a key part of GM's "vision for a world with zero crashes, zero emissions and zero congestion." And whenever GM decides to take the plunge, it will mean a 48-volt electrical system. More than 300 specialists worked on the digital platform, and security was a huge part of the task. We've already heard that GM consulted with Boeing and military contractors on how to prevent hacking. The carmaker has an internal Product Cybersecurity group that reached out to the research community, and created a "bug bounty" program to crowdsource uncovering any flaws.