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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.

Mitsubishi recalls 141,000 Lancers, Outlanders, and Outlander Sports

Mitsubishi issued two recalls this month, one big, one small, that affect several cars from the brand's past and current lineup. The major recall covers old Lancers, Lancer Sportbacks, Outlanders, and Outlander Sports that might have an issue with corrosion weakening the suspension. The second recall affects the current-generation Outlander and Outlander PHEV that have improperly built seat belt assemblies. NHTSA campaign No. 20V279000 states that Mitsubishi is recalling 141,200 2008-2010 Lancers, 2010 Lancer Sportbacks, 2008-2013 Outlanders, and 2011-2016 Outlander Sports due to the possibility that the front cross member on these vehicles might be damaged. If these vehicles encountered road salt, snowmelt water, and anti-freezing agents, the cross member could corrode. If the cross member corrodes, there is a slight possibility the front control arm could detach and create an extremely dangerous situation.  This recall only pertains to vehicles in the Salt Belt region, which includes Connecticut, Delaware, Illinois, Indiana, Iowa, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Vermont, Virginia, West Virginia, Wisconsin, and Washington D.C. Mitsubishi dealerships will inspect affected cars and make a judgment call from there. If the damage is minimal or non-existent, Mitsubishi will spray and seal the cross member with new anti-corrosion protection. If the cross member is damaged, Mitsubishi will replace it for free.  NHTSA campaign No. 20V280000 affects 3,238 2019-2020 Outlanders and 2019 Outlander PHEVs due to potentially faulty seat belts. On these vehicles the seat belts for the second-row passenger-side seat might have the wrong part. "Due to inappropriate manufacturing process at the supplier, the guide piece (which is a component part of the second-row seat belts’ anchorage) for the left side seat belt was mistakenly assembled with the right side seat belt, causing seat belt restraint efficiency for vehicle occupants to decrease in the vehicle collisions," a recall document states. Mitsubishi dealerships will inspect the seat belts in affected cars and replace them, if necessary. It is believed only 1% of the 3,238 vehicles have the defect. Visit the NHTSA for more information.

Mitsubishi Evo snow frolic caught by aerial camera

Guido Tschugg is a professional mountain biker and a Red Bull-sponsored athlete in downhill and four-cross. He's also a fan of the Mitsubishi Lancer Evolution and drifting in the snow, and with the help of filmmaker Mario Feil and drone videographers airv8, the rally car and the powder are combined to glorious effect.
We could continue talking about it, but that would delay you from enjoying the two minutes of frosty beauty in the video below.