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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.

Chevrolet considering midsize crossover to slot between Traverse and Equinox

Crossovers are the new hotness, and automakers are looking to cash in by offering a size and shape for every customer. With Chevrolet's debut of the new 2018 Traverse in Detroit, which grew ever so slightly compared to the first-generation model, there is now a midsize-crossover-sized hole between the three-row Traverse and the compact Equinox. When asked about that obvious space, a Chevrolet spokesperson told us the company is looking into the possibility of expanding its crossover lineup. It should be a relatively simple thing to do, since all it would take is reskinning and rechristening the GMC Acadia with a bow tie, and we all know how much GM loves platform sharing. Although they're now different sizes, the new Acadia and Traverse still use the same platform; the Acadia is now on a short-wheelbase version of the C1XX while the Traverse uses long-wheelbase C1XX parts. A short-wheelbase Chevy built on the C1XX likely would be differentiated visually from both the Acadia and the larger Traverse. It may seem like flooding the lineup with more and more models would cannibalize sales of existing ones, but Chevrolet said it would rather have customers stay within the brand rather than going to another automaker. There have been whispers that some form of the Blazer name (possibly TrailBlazer) may make a return on a midsizer, but if it does don't expect an old-school body-on-frame SUV like the old one. In the end, if Chevy builds it, customers will come. Related Video:

GMC could have used Jeep's prized grille design on its born-again Hummer

General Motors confirmed it's bringing the Hummer nameplate back on an electric, GMC-badged pickup by publishing a dark photo of its front end. The battery-powered drivetrain under the sheetmetal represents a tectonic shift, but we noticed another flagrant break with tradition: it wears six slot-like inserts instead of seven like on every previous Hummer and countless Jeeps. Adding an extra slot wouldn't have landed GMC in hot water. The seven-slot grille has historically been associated with Jeep, and the company proved it's willing to go to significant lengths to ensure another automaker — especially one it perceives as a rival — doesn't use it. Parent company Fiat-Chrysler Automobiles (FCA) bitterly sued Mahindra over the Roxor's design, including its five-slot grille, and won in 2019, forcing the Indian firm to unveil a redesigned side-by-side for the 2020 model year. And yet, stylists would have very likely been able to get away with it on the Hummer. While General Motors owns Hummer, the brand traces its ancestry to 1970, when American Motors Corporation (AMC) purchased Jeep from Kaiser and changed the name of its General Products Division to AM General Corp. The division manufactured the rear-wheel drive, CJ-based DJ for the United States Postal Service and began developing the Humvee in 1979. Jeep and AM General went their separate ways when Renault began investing in AMC. Foreign companies weren't allowed to own defense contractors, and AMC had more to gain by gradually selling out to Renault than by keeping AM General, so it divested the division to LTV Corporation in 1983. Humvee production started shortly after, but no one protested its seven-slot grille because there was no risk of it stealing sales from a comparable Jeep model. It was manufactured exclusively for the U.S. Army, and civilian sales weren't planned. H2SUV View 4 Photos The original civilian Hummer released in 1992 must have raised more than a few eyebrows but, here again, it didn't directly compete with one of Jeep's off-roaders, so no one complained. It was huge, correspondingly expensive, and its portal axles made the YJ-generation Wrangler wet its pants. It's the H2 concept (pictured above) unveiled at the 2000 Detroit Auto Show that set off alarm bells in Auburn Hills. DaimlerChrysler's lawyers counted the slots in the chrome-plated insert that dominated its front end and shuddered when they reached seven.