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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 removes start/stop from full-size trucks and SUVs with V8 engines

GM is removing start/stop technology from a number of its popular full-size SUVs due to the ongoing chip shortage. This follows the removal of cylinder deactivation technology from some of its trucks, which was also due to the chip shortage. GM Authority first reported the news, but we’ve just confirmed everything with a GM spokesperson.  The following 2021 model year vehicles will be affected: Chevy Tahoe, Chevy Suburban, GMC Yukon, Cadillac Escalade, Chevrolet Silverado 1500 and GMC Sierra 1500. Only versions of those vehicles built with the 5.3-liter V8 or 6.2-liter V8 and mated to the 10-speed automatic will have the tech removed from them. Only vehicles manufactured on or after June 7 will be affected. “By taking this measure, it will enable us to continue production of our high-demand full-size SUV and pickups as the industry continues to rebound and strengthen,” GM said in a statement. Those who ultimately buy one of these vehicles without start/stop technology will receive a $50 discount off MSRP for their troubles. Losing this fuel-saving tech could be a big negative for some, but we know many folks turn it off anyway. Not having to press the button to deactivate start/stop every time could actually be a positive if youÂ’re part of the camp who does that already. 2021 Cadillac Escalade Sport Platinum View 27 Photos On the downside, GM says “most of the affected vehicles will experience a minor reduction in fuel economy.” We donÂ’t have revised window stickers in hand to know how each model will be affected, but any 1 mpg reduction will be rather impactful for vehicles rated as low as these trucks already are. Any reduction will be seen in the city mpg rating, so take the kind of driving youÂ’re going to be doing into account before purchasing. When it comes to greenhouse gas compliance rules, GM says it doesnÂ’t foresee this impacting the companyÂ’s average fleet score. It also intends to begin adding start/stop back to these models as soon as possible, but there will be no retrofit effort made to fit the tech to vehicles already built without it. “Our supply chain organization continues to make strides working with our supply base to mitigate the near-term impacts of the semiconductor situation,” GMÂ’s statement reads. “GM continues to leverage every available semiconductor to build and ship our most popular and in-demand products, including our highly profitable full-size trucks and SUVs for our customers.

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.