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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.

2016 Lexus IS 200t Quick Spin

When Lexus revamped its IS sedan for the 2014 model year, the car polarized in terms of design, and offered bipolar driving experiences, trim to trim. The entry-level IS 250 used a 2.5-liter V6 that felt like a lightweight for the segment. The stronger 3.5-liter six, especially when tied down to a car with the F-Sport package and subsequent handling improvements, was more of a sporting thing. Thankfully, Lexus has replaced the base powerplant for the IS with an up-to-snuff turbo 2.0-liter four. I drove the newly christened IS 200t for a week – with that enhancing F-Sport pack – and found it to be a vast improvement. Modest-budgeted buyers with eyes for Lexus' edgy styling seem to be in good hands. Driving Notes If the "200t" part of the model name looks familiar, you've probably seen it affixed to the rear end of Lexus' new NX small crossover. Of course the IS is lighter than its crossover sibling. Meaning the directly injected turbo engine's outputs of 241 horsepower and 258 pound-feet of torque are more thrilling in this application. At more than 3,500 pounds, the IS 200t still isn't exactly rapid – Lexus rates the 0-60 time at 6.9 seconds – but the torque pop is enough to jet around town authoritatively. Being a newly minted engine and a Toyota-brand product, you'd expect the IS 200t to be class-leading (or right there) in terms of fuel economy, too. With ratings of 22 and 32 miles per gallon, city and highway, it isn't. Both the BMW 328i (22 City / 34 Highway) and the Mercedes-Benz C300 (25 City / 34 Highway) do better, and while making similar power. The eight-speed automatic transmission is quite well suited for the brand and the car, I'd say. It mostly stayed out of my way, while in D, shifting unobtrusively during normal driving. The paddle-shift option is great for the occasional flights of motive fancy, but it's not lightning-quick, nor super engaging. Handling is nippy with the F-Sport package, at least within the normal boundaries of public roads. The car stays neutral and flat under cornering loads, and the front end feels rather light and quick to turn in. Of course, take the same corners more aggressively, and you'll feel the car default to understeering, with power cut on exit until all four wheels are fully set and gripping. Don't expect to slide the IS around, in other words. The chunky steering wheel feels good in the hand, and doesn't have the unsettling lightness I remember from the last-generation IS 250.

See the resemblance? This sneaker is inspired by the 2021 Lexus IS

We can all rest easy at night, now that one of the world's great questions — What would a Lexus IS look like if it were a shoe? — has been answered. Lexus has collaborated with streetwear brand RTFKT to make a sneaker inspired by the 2021 Lexus IS. The project is part of a Lexus campaign called "All In" that celebrates people who are passionate about their craft. For the cynical, you can read this as a campaign that uses influencers in non-automotive fields to put the IS in front of a new audience and attract younger customers to the Lexus brand.   RTFKT calls themselves the first sneaker company to spring from the world of gaming. Their footwear leans towards the fanciful and futuristic styles typically found in video games, and a quick glance at their website presents the shoes as digital items of varying rarity that you might find in a game. RTFKT's creative director Chris Le said, “We wanted to make sure when the audience looks at the sneaker they instantly know it is the IS.” We're not so sure about that, though. If it weren't for the Lexus F Sport logo on the side, Lexus badge on the Velcro strap and the model name embossed across on the back, we'd have a hard time guessing it had anything to do with a now-472 hp Japanese sports sedan. RTFKT explains that certain design elements inspired by the car. The chunky sole in black evolved from a tire, for example. The front of the shoe is said to be a version of Lexus's trademark spindle grille (though we're not really seeing it). A 3D-printed carbon fiber-pattern "spoiler" on the back of the sneaker gets closer to the Lexus's actual decklid wing.  The sneaker's sides use the Black NuLuxe material of the car's interior with light gray stitching from the seats. The middle silver stripe was "inspired by the details of the headlights," though given the "L" shape of the "L" DRLs on past Lexus IS sedans we're surprised the collab isn't with Nike. To be fair, the new IS's DRL integration is much more pleasant to look at. Lastly, the Grecian Water blue color, one of the signature paints on the new IS, features throughout the shoe. “All the intricate design elements come together, and at a first glance itÂ’s a neckbreaker,” said RTFKT CEO Steven Zaptio. We are probably in no place to comment the veracity of that statement, but then neither is anyone else. As it turns out, no one will ever wear it, because it's a one-off that will never go on sale. Related Video: This content is hosted by a third party.