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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.

Carlos Ghosn video: 'This is about conspiracy. This is about backstabbing'

TOKYO — Nissan's former Chairman Carlos Ghosn maintained his innocence in a video released by his legal team Tuesday and accused some executives at the Japanese automaker of a "conspiracy" that led to his arrest on financial misconduct allegations. "The first message is that I'm innocent," said Ghosn, wearing a white shirt and dark jacket and speaking calmly in the nearly 10-minute video shown at the Foreign Correspondents' Club in Tokyo. "This is a conspiracy," he said. "This is not about specific events, this is not about, again, greed, this is not about dictatorship. This is about a plot. This is about conspiracy. This is about backstabbing." His lawyer Junichiro Hironaka said the video was prepared in case Ghosn was not able to speak at a news conference planned for Thursday. Ghosn was arrested last week while out on bail and remains at the Tokyo Detention Center. Ghosn said the executives behind the conspiracy were motivated by what he called "selfish fears," including what they saw as a merger with French alliance partner Renault SA. They mistook his leadership for greed and dictatorship, when he was the biggest defender of Nissan's autonomy, Ghosn said. He also said he was worried about Nissan, wondering whether those executives were really watching out for the company. Hironaka said a section of the video in which Ghosn mentioned names was removed on his legal advice. Nissan Motor Co., while declining to comment on the criminal case, has said an internal investigation has found that Ghosn falsified financial documents to under-report compensation, and that he used Nissan money for personal gain. "Nissan's internal investigation has uncovered substantial evidence of blatantly unethical conduct," company spokesman Nicholas Maxfield said when asked for comment on Ghosn's video. "The company's focus remains on addressing weaknesses in governance that enabled this misconduct." Ghosn's fourth arrest was on a fresh breach of trust allegation based on suspicion that payments from a Nissan subsidiary to an Oman dealership were diverted to a company effectively run by Ghosn. On Monday, Nissan Motor Co. shareholders voted to oust Ghosn from its board and to approve the appointment of French alliance partner Renault SA's Chairman Jean-Dominique Senard as Ghosn's replacement. Renault owns 43 percent of Nissan.

Nissan should kill the Quest and bring the Mitsubishi Delica D:5 to America

Enthusiasts don't have much reason to get excited about minivans. But if there were something cool to revitalize interest in the segment, I think American consumers would take notice. A quick browse through Mitsubishi's current catalog of global offerings turned up something interesting, and, now that Nissan has brought the diamond-star into its multi-headed global alliance, the Japanese automaker has a unique opportunity to throw caution to the wind and give America something fun. First, let's acknowledge that the Nissan Quest is a completely reasonable and current minivan entry. But it's not exactly a hot seller. The Quest was the seventh-best-selling minivan in the United States last month. The people-hauler's 209 sales in September of 2016 represent a 68-percent decline over the previous year. Granted, the Quest was trending upward for the year prior to last month's drop, but even the Quest's best full year of sales would just manage to match the number of Toyota Siennas or Chrysler Pacificas sold in a decent month. Put simply, the American market wouldn't miss the Nissan Quest if it were to disappear from dealership lots altogether. I don't think the Nissan Quest is a bad vehicle. The problem is that it's just like every other minivan sold in America. Nothing about the Quest stands out against its competitors, which basically makes it a redundant vehicle with no solid reason to exist. What Nissan really needs, in my humble opinion, is a minivan that stands out from the crowd. I offer the following solution: Bring the Mitsubishi Delica D:5 to the United States. Badge it as a Nissan to take advantage of that brand's larger dealer network; even call it the Quest Q:5 if you must. But don't change much else. I have a feeling Americans would show some interest in an eight-passenger, all-wheel-drive, multi-purpose vehicle like the Delica that's about the same overall length as the Nissan Rogue. As an added incentive to capture as many buyers as possible, offer both the 2.4-liter gasoline engine and the 2.2-liter four-cylinder turbodiesel that are available in other markets. Since the Delica D:5 is based on the same GS platform as the Dodge Journey, it could probably accommodate a Pentastar V6, too, but that doesn't really seem necessary. Instead of being a powerhouse, the Delica should be about fun and efficiency, with an adventurous off-road streak.