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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

2020 GMC Sierra gets small price bumps, package discounts and tweaks

A couple of months ago we covered a brace of changes GMC made to the 2020 Sierra 1500. Those included availability of the 2.7-liter turbocharged four-cylinder with 310 horsepower and 348 pound-feet of torque, the 5.3-liter V8 getting the 10-speed automatic transmission, the CarbonPro Editions debuting for AT4 and Denali trims, and a new bed view camera. But GMC has made a few more smaller changes throughout, as GM Authority found, part of a detailed overhaul among GM's pickup lines that's already changed trim names, trim volume, and prices on the Chevrolet Canyon and GMC Colorado. We'll start with MSRP adjustments on the 2020 Sierra: 4WD drivetrains in SLT, and the AT4, and Denali trims that only come in 4WD, see a price increase of $200. There are also more MSRPs to consider this year, with a handful of new Elevation models filling price gaps.  The only changes inside are AT4-logoed all-weather floor liners that come standard for that trim, and adaptive cruise control joining the Driver Alert Package II available on the SLT, AT4, and Denali trims. Speaking of packages, the Value Packages represent truth in advertising. The new base-model Sierra Sierra Value Package costs $860 to combine the Convenience Package and Trailering Package. Those two cost $1,640 when ordered separately. Sticking with the base trim, the Chrome Exterior Package disappears because the chrome bumpers it added are now the standard finish. Black bumpers front and rear can be ordered at no charge, and the 17-inch Bright Silver painted aluminum wheels can be ordered alone. One trim up, the SLE Value Package lumps Convenience and Trailering, too, but it only costs $380, which is $15 less than the Trailering Package by itself. The Elevation Value Package gets cut by $1,330 to $585. On the AT4 trim, GMC dropped the price of the CarbonPro Package from $1,060 to $560, and the Premium Package comes down by $500 as well. The same $500 discount applies to the SLT Premium Package. The new 2.7-liter turbocharged four-cylinder is the optional engine on the base, SLE, and Elevation trims, saving $235 on the first trim and $395 on the other two compared to ordering the standard 4.3-liter EcoTec V6. Smokey Quartz Metallic exterior paint is expected to disappear come Q2. Two new wheels enter the range in the upper reaches, one being a 20-inch Carbon Grey painted rim available on the AT4 CarbonPro Edition.

GM is the latest automaker accused of diesel emissions cheating

Volkswagen and Ram need to make room on the diesel-emissions bench for General Motors. America's largest automaker was accused in a lawsuit on Thursday of rigging hundreds of thousands of diesel trucks with at least three so-called defeat devices to ensure that the trucks would meet federal and state emission standards, even if they generated more pollution in real-world driving. According to the complaint, on-road emissions testing conducted for the plaintiffs found that Duramax-equipped trucks produced NOx pollutants, comprised of nitrogen and oxygen atoms, two to five times higher than legally permitted, and "many times" higher than their gasoline counterparts. The proposed class-action lawsuit was filed in federal court in Detroit on behalf of people who own or lease more than 705,000 Chevrolet Silverado and GMC Sierra pickup trucks fitted with "Duramax" engines from 2011 to 2016 model years. The lawsuit seeks remedies including possible refunds or restitution for lost vehicle value, plus punitive damages. It adds to legal problems for Detroit-based GM, which has already paid about $2.5 billion in penalties and settlements over faulty ignition switches linked to 124 deaths. GM joins at least five automakers whose diesel emissions have been scrutinized by regulators or consumers. They include VW, which has admitted to cheating; Mercedes-Benz parent Daimler; Fiat Chrysler Automobiles, Peugeot and Renault. GM spokesman Dan Flores called the claims "baseless," and said the trucks comply with US Environmental Protection Agency emissions standards and California's own tough standards. Shares of GM were down 69 cents, or 2.1 percent, at $32.50 in afternoon trading, after earlier falling to $31.93. The GM lawsuit was filed by several law firms, including Hagens Berman Sobol Shapiro, which helped reach multibillion-dollar settlements with VW on behalf of drivers and dealers. The case is Fenner et al v General Motors LLC et al, US District Court, Eastern District of Michigan, No. 17-11661. The named plaintiffs are Andrei Fenner of Mountain View, California and Joshua Herman of Sulphur, Louisiana. They said they would not have bought their respective 2011 Sierra and 2016 Silverado trucks, or would have paid less for them, had they known about the alleged rigging. Joseph Spak, an RBC Capital Markets analyst, in a research report said "negative publicity" from the lawsuit could drive buyers to trucks from Ford or even Fiat Chrysler's Ram.