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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.

Cadillac XT5, XT6, GMC Acadia recalled for two issues

General Motors is recalling three model years of the Cadillac XT5 and XT6, and the Cadillac's GMC sibling, the Acadia. The first recall has to do with the rearview camera. On 2020- and 2021-model-year XT5s, XT6s, and Acadias optioned with Surround Vision, insufficient crimping for the coaxial cables could cause a degraded signal from the rear camera, or cause the signal to fail. With all passenger vehicles required to have a working rearview camera, that's not an ideal situation. Only crossovers with Surround Vision are affected. The population at issue counts 95,231 vehicles, build dates being: XT5s produced from May 1, 2019 to June 23, 2021 XT6s built from February 25, 2019 to June 24, 2021 Acadias built from May 6, 2019 to June 24, 2021  The automaker hasn't been informed of any crashes or injuries related to the problem, and will begin mailing letters notifying owners of the issue on November 7. The fix is a trip to the dealer to have the cables inspected and replaced if necessary. Concerned customers can contact Cadillac customer service at 800-458-8006 or GMC customer service at 1-800-462-8782, then refer to GM's recall number, N222378380. Alternatively, they can get in touch with the National Highway Traffic Safety Administration (NHTSA) Safety Hotline at 888-327-4236 (TTY 800-424-9153), or go to www.nhtsa.gov, and refer to campaign number 22V709000. Another recall concerns just the 2023 Cadillac XT5 and XT6 and 2023 GMC Acadia units that were built on August 9, 2022. That day, a printer in the Spring Hill, Tennessee, Assembly Plant malfunctioned, producing vehicle labels for the driver's side B-pillar with illegible tire size information. That's a violation of a subsection of Federal Motor Vehicle Safety Standard No. 110. Only 24 units are affected, the fix being a jaunt to the dealer for a label with readable information. Owners who don't want to wait until November for letters from GM can contact Cadillac customer service at 800-458-8006 or GMC customer service at 800-462-8782, and mention recall number N222381690. Or they can head to the NHTSA Safety Hotline at 888-327-4236 (TTY 800-424-9153), or www.nhtsa.gov, and refer to campaign number 22V708000.

GMC confirms Hummer EV will be joined by an electric Sierra, or Sierra-like, pickup

GMC will step into the electric vehicle arena for the first time when it begins building the Hummer EV in 2021. While it's not planning on becoming an electric-only brand, it has more battery-powered models in the pipeline. "There will be an all-electric Sierra pickup, but no timeline yet. But, the plan is to make it electric; this whole electric thing is a moving target," Lynn Thompson, the president of a Buick-GMC-Cadillac dealership in Missouri, told the Detroit Free Press. He said executives revealed those plans during a national dealer meeting. What remains to be seen is whether the truck will be an electric variant of the Sierra as Thompson said, or if it will arrive as a standalone electric truck with Sierra-like dimensions and capabilities. Sister company Chevrolet is also planning to launch an electric pickup in the coming years, and it strongly hinted it will take the second route. Its entry into the segment won't look like a Silverado, and nothing seriously suggests it will be badged as one. It will also be interesting to watch how GMC ensures that the truck doesn't overlap with the Hummer EV, which will exclusively be offered as a four-door pickup with a relatively short cargo box when it arrives in stores as a 2022 model. Our crystal ball tells us the Hummer will be marketed as a more expensive model aimed at weekend adventurers who want to make a statement, while the Sierra-like model will be cheaper and primarily aimed at buyers who merely want a truck, whether they're commuters, contractors, or fleet operators. Chevrolet's entry into the segment will slot beneath these two models. General Motors used this strategy nearly 20 years ago to keep the Hummer H2, the GMC Yukon, and the Chevrolet Tahoe in separate corners of the same room. GMC's electric truck could share powertrain and chassis components with the Hummer EV. It might also be built in the same Hamtramck, Michigan, factory that parent company General Motors is funneling $2.2 billion into. Regardless of the path it takes, GMC is not going all-electric. "[GMC boss] Duncan [Aldred] said we're certainly not going to abandon our internal combustion engine vehicles because that's our core business, and that was good to hear. It's to let people know they're not going down the same road as Cadillac," a dealer who asked to remain anonymous said. Cadillac might go EV-only by 2025, starting with a crossover named Lyriq, and many of its dealers have refused to spend $200,000 on upgrades.