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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 ES nips-and-tucks previewed ahead of 2021 Shanghai show

Lexus will travel to the biennial Shanghai auto show to present a futuristic concept called LF-Z that previews how its range will evolve by the middle of the 2020s. It's not forgetting about the near-term future, though. It will also introduce an updated version of the current-generation ES, its midrange sedan, at the event. Previewed by a 15-second video posted on YouTube, the nipped-and-tucked ES gains redesigned headlights with square lighting elements and bolder-looking LED daytime running lights. That's all Lexus is showing us so far. It's not much, but it's enough to tell the exterior visual changes are largely evolutionary, not revolutionary. Lexus previously proved that, when it comes to luxury sedans, what motorists can't see is at least as important as what they can see. It made the LS, its flagship sedan, smoother by redesigning the motor mounts, changing the stiffness of the tires, and adding deeper stitch points to the seats. The ES could learn some of these tricks. Engine options will likely remain largely unchanged, meaning the ES will carry on with a 215-horsepower, 2.5-liter four-cylinder or a 3.5-liter V6 rated at 302 horses. Alternatively, the lineup will also include a gasoline-electric hybrid powertrain built around a 2.5-liter four-cylinder and a pair of electric motors. The V6 and the hybrid variants are front-wheel-drive, while the non-electrified four is exclusively offered with all-wheel-drive.  Lexus will fully unveil the updated ES on April 18, a day before the Shanghai show opens its doors, and sales in China will start shortly after. In the United States, the refreshed ES will arrive in showrooms as a 2022 model. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. 2021 Lexus LC 500 Convertible Walkaround

2022 Lexus RC F and RC F Fuji Speedway growl on nearly unchanged

Two years ago, Lexus debuted an anyone-can-buy-it RC F Track Edition that cut 122 pounds from the standard RC F with upgrades like a raw carbon fiber hood, carbon fiber rear wing, Brembo carbon-ceramic brakes, and a titanium exhaust. Our First Drive of that car praised its promise, but chided Lexus for giving up halfway to the goal of making a truly special sporting machine. A year later, Lexus rolled most of the Track Edition changes into the RC F Fuji Speedway Edition, dropping the price from the $98,750 Track Edition by exactly one Ulysses S. Grant to $98,700, but limiting availability to 60 units. The Fuji Speedway Edition returns for the 2022 model year, and while Lexus hasn't divulged pricing, availability's been constricted further, to 50 units.  The only two changes between the 2021 model and next year's version start with the exterior color. Instead of having the choice of Arctic Blast Satin White or Cloudburst Gray, the only sheetmetal hue on offer will be Electric Surge. The rich blue tone has a semi-matte finish, delivering a muted luster that won't be destroyed by an automatic car wash. The other changes is also about color, this time on the inside. The Circuit Red Alcantara and red carbon fiber trim retire to make way for a black cockpit with seats trimmed in Blue Alcantara and blue carbon fiber accents. Over on the standard car, the sole change for 2022 is a new 19-inch wheel design, still wearing staggered Michelin Pilot Sport 4 S tires, 255/35 in front, 275/35 in back. The real magic of the RC F lineup, its naturally aspirated V8 with 472 horsepower and 395 pound-feet of torque, waves its hardcore enthusiast flag for another year unchanged. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.