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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.

Volvo and GM team with Amazon for in-car deliveries

Volvo and GM are the first automakers to pair their vehicles with a new service from Amazon that lets owners have their packages delivered inside their cars, without them having to be there. The service will initially be rolled out in 37 U.S. cities at no extra charge to Amazon Prime members with a Volvo On Call or OnStar account, and it works with same-day, two-day and standard shipping. It's intended as an alternative for people who don't want to risk having their package stolen from their front porch or receive deliveries at their workplace, and both automakers say it's an example of how they're embracing innovation as a way to make their customers' lives easier. Volvo released a video (above) showing how the service works. Users download the Amazon Key App (or " Ama-zin," as the narrator pronounces it) and link their Amazon Prime account with their Volvo On Call account — or OnStar, in the case of GM-branded vehicles. Once they register their delivery location in a publicly accessible location, users can select the "In-Car" option at checkout. They get a notification when the delivery is en route and once it's completed and the car is relocked. Volvo has been offering in-car delivery in certain European countries since 2015 through its Volvo On Call platform, which enables services like the ability to send calendar-based navigation destinations directly to the vehicle, find nearby gas stations and help locate the vehicle when you forget where you parked it. Volvo says the platform is now available in roughly 50 countries and covers more than 90 percent of its global sales. The service is compatible with 2015 or newer Volvo, Buick, Cadillac, Chevrolet and GMC vehicles. Volvo says it's available to the majority of Volvo owners, while GM says more than 7 million vehicle owners can qualify. The service is expected to roll out to more cities later. You can check eligibility at amazon.com/keyincar. Related Video: Buick Cadillac Chevrolet GM GMC Volvo Technology Infotainment Amazon connected car volvo on call e-commerce

Overland Expo's GMC Sierra AT4X is an Aussie-style ultimate overlander

Overland Expo is a caravan of companies producing everything one could need or want for overlanding. So what better what to showcase the kind of hardcore overlander possible by dipping into that parts caravan than to build just such an overlander? That's what the Expo did in creating its second Ultimate Build, based on a 2022 GMC Sierra AT4X. Overland Expo said it chose the Sierra for the 6.2-liter V8 with 420 horsepower and 460 pound-feet of torque because it wanted to "go bigger and more extreme" than its first build last year, which was based on a Toyota 4Runner TRD Off-Road. This Sierra trim was chosen over its AT4 sibling due to the extra dose of rugged, like the Multimatic spool dampers that provide about an inch more suspension travel front and rear, and the front and rear locking differentials. The Denali-like luxury isn't a bad thing to have, either. The only performance mods are a MagnaFlow cat-back exhaust, Firestone Ride-Rite air springs at the bag and 17-inch Icon Dynamics wheels on 33-inch 33 Firestone Destination Mud Terrains replacing the stock 18-inchers on Goodyear Wranglers.   Rig builder Mule Expedition Outfitters tapped more than 21 exhibitors for components, and spent "hundreds of hours" putting them all together seamlessly. The most eye-catching swap comes from the MITS Alloy three-foot canopy and tray that replaces the pickup bed. MITS is an Australian company, hailing from the land that also gives us overlanding powerhouses like ARB and Old Man Emu, and this is a popular outback-style rig. In addition to the storage areas on the sides and underneath, the canopy holds a Dometic refrigerator, Green Goat Outdoors camp kitchen and an eight-gallon water can that feeds a Geyser Systems shower. A solar panel on the roof routes power to a pair of lithium-ion batteries in the canopy as well, their output controlled by a Redarc RedVision Manager30.  There are plenty of Rigid lights for avoiding trouble, and a Forrest Tool Max Tool Kit plus GoTreads for when trouble inevitably appears anyway. The crew cab should hold plenty of gear, but anything else that needs to be stored outside will go in a set of 3D dry bags.