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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 reworking mandatory OnStar plans for some 2024 models

For the 2023 model year, GM added its OnStar and Connected Services plan as standard equipment to a large number of Buick, GMC, and Chevrolet vehicles. Folding the $1,500 retail price into the MSRPs of models like the GMC Acadia and Buick Encore plumped up prices beyond the usual year-on-year bumps. Looks like there's a reversal in play for 2024, GM Authority reporting that many of the models fitted with OnStar and Connected Services — now called OnStar Premium — will step down to three years of OnStar Remote Access standard.   OnStar Remote Access comes with these features: Remote key fob, vehicle locate, and remote personalization through mobile and in-vehicle apps. Three additional features can be added to the plan: OnStar Guardian, in-vehicle hotspot, and Super Cruise. Owners can also upgrade to OnStar Premium if they choose.  Higher trims like Buick's Avenir and GMC's Denali, plus the GMC Hummer and the Cadillac Escalade will retain OnStar Premium as standard equipment. That suite starts with Remote Access and adds: Automatic crash response, stolen vehicle assistance and recovery, OnStar Guardian, in-vehicle app access, unlimited streaming, three years of Super Cruise on vehicles with the hardware, and six months of SiriusXM radio. The Escalade puts a cherry on top with three years Sirius XM instead of six months. The Remote Access plan normally charges $14.99 per month. We're not sure yet if GM will subtract the cost of OnStar Premium from the MSRP and add the $540 for OnStar Remote Access, or if the trial period comes free of charge. Even if that's what happens, the change could take nearly $1,000 off the MSRP of a car like the GMC Acadia before any 2024 increases. We'll know more as the 2024MY models roll out and prices are announced. Related Video 2022 Buick Enclave Avenir revealed

2022 Chevrolet Silverado LT Trail Boss adds 3.0-liter diesel option

Order books just opened for the 2022 Chevrolet Silverado, which, in case you hadn't heard, is almost unchanged compared to the 2021 Silverado. The overhauled Silverado and GMC Sierra that we caught in spy shots several times last year and were expected to launch this year have been delayed. Until that pickup gets here, Chevrolet and GMC will add "Limited" to the names of the Silverado and Sierra. Fleet guides for next year's truck show the official model name as Chevrolet Silverado 1500 LTD. There are a few interesting features coming next year, though, like the Multi-Flex tailgate joining the options list for Silverado HD trucks. GM Authority also reports that the 2022 Silverado LT Trail Boss adds the 3.0-liter oil-burner with 277 horsepower and 460 pound-feet of torque as a third engine option, which should be a big treat for the off-roading crew. Whereas the GMC Sierra AT4 already offers the 3.0-liter diesel, the Silverado LT Trail Boss only offers the 5.3-liter and 6.2-liter V8s, both bolted to GM's ten-speed automatic transmission. Then there's the Custom Trail Boss that adds the 4.3-liter V6 as an option, and it and the 5.3-liter V8 only get 6-speed automatics. At the moment, Silverado trims that offer the Duramax charge a $1,045 for it over the 5.3-liter V8. If that gap holds true for next year, the diesel will just about evenly split the price difference between the LT Trail Boss with the 5.3 and the 6.2.   Elsewhere in the range, Driving.ca said Canadian fleet guides show the 4.3-liter V6 and lower-spec 5.3-liter V8 with Active Fuel Management (AFM) instead of Dynamic Fuel Management (DFM) disappearing from next year's base Silverado WT. To clarify, AFM only shuts off half the cylinders in certain conditions, whereas DFM constantly adjusts how many cylinders are firing all the time. As it stands, that would leave the 2.7-liter turbo four-cylinder as the only engine option. However, those other two mills were the only ones left in the lineup that shift through a six-speed transmission, making it possible that they'll rejoin the options list with at least two more gears to choose from. It's not clear if GM will sell the Limited models alongside the majorly upgraded 2022 Silverado. The automaker did just that a few years ago, selling the previous-gen truck as a Limited trim alongside the then-new, current-gen. It certainly wouldn't be the only company to do so, either.