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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.

Lexus joins subscription craze with Complete Lease

Lexus is the latest automaker to offer a vehicle subscription service, even if it isn't marketing it that way per se. The luxury brand is launching Lexus Complete Lease as a "full-service lease program," but if it walks like a duck and talks like a duck, well, you get the idea. The program is offered exclusively with the 2019 Lexus UX subcompact crossover, both the UX 200 and the UX 250h hybrid, in all trim and option levels. Lexus is teaming up with roughly 80 dealers for the program in seven states: California, Florida, Illinois, Indiana, Massachusetts, New Hampshire and Rhode Island. And it's touted as a simplified monthly payment that includes insurance, scheduled maintenance and other services. So it's a subscription service, OK? More specifically, Complete Lease involves a two-year term capped at a total of 20,000 miles. Insurance is provided by Travelers and includes a $250,000 per-person and $500,000 per-accident bodily injury limit and $250,000 property limit, with a $500 deductible, though other rates and coverage can vary by state. You also get two years of connected vehicle services including SiriusXM satellite radio and Lexus Enform Remote Destination Assist on models equipped with Navigation. There's no word yet on Complete Lease pricing; Autoblog sought that information from Lexus and will update this if we hear back. But we know that the UX is the lowest-priced Lexus, starting at $33,025 for the UX 200 and $35,025 for the UX 250h. For comparison's sake, those are in the same ballpark as the respective starting prices for Volvo's XC40 crossover and S60 sedan, which are available under the Care by Volvo subscription service starting at $700 and $750 per month, respectively. For more information on Vehicle Subscription Services, check out the Complete Guide. Related Video:

Lexus considers additional powertrains for the F Performance brand

As the European hardcore competition integrates small-displacement engines and hybrids ( Mercedes-AMG), as well as pure electrification ( Polestar), Lexus' F Performance brand sticks to eight-cylinder guns. The IS F, RC F, and GS F all use the same 5.0-liter V8, the brand's hallmark all the way back to the 2007 IS F. Things could be changing, though, to hear Lexus president Yoshihiro Sawa tell it during his first visit to the Goodwood Festival of Speed. He told Auto Express that "we cannot stick to the one solution when it comes to providing emotion." It sounds like a hybrid has the best chance of reality in the near-term. In April, Lexus said several powertrain options are "all on the table" for the primary brand, and we know Lexus is working on a more powerful hybrid system. Sawa broached the unexpected idea of "a pure F GT car, which could be a hybrid with an electric motor and a strong engine." Mention of a "pure F GT" has us wondering if Sawa means a version of the rumored LC F, or another vehicle above or beside that LC F. A trademark filing and heaps of rumor posit the LC F will have a 4.0-liter twin-turbo V8 pushing 600 horsepower or more. It's also possible Lexus plans to do something with the anticipated Gazoo Racing road-going supercar that reworks the hybrid powertrain from Toyota's LMP1 race car. An electric vehicle is under consideration as the F Performance brand works to "think of our own original way," and Lexus itself tries "to find a way to connect to the next era." Sawa knows performance buyers seek the feel and sound of an ICE, but says "we cannot stick to the one solution when it comes to providing emotion." The subcompact Lexus UX crossover will be half-electrified when it arrives later this year, one of its powertrains putting electric motors on the rear axle. The brand boss said "We will introduce an EV," but whatever they create needs to be both "lovable" and "have a luxury feeling," the former adjective leading us to believe the F sub-brand won't be going down that avenue just yet. The only reasonable candidate we've heard of so far as a battery electric version is the next-generation CT in Europe. Speaking of the CT, the compact hatchback has brought new buyers to the brand with a 70 to 75 percent conquest rate. Sawa said the spindle grille has done the same; sales have grown since the introduction of the polarizing face, so don't expect it to go away.