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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.

Recharge Wrap-up: Nissan Leaf top environmental performer, 50,000th Renault Zoe

Renault has produced its 50,000th Zoe electric car. A Frenchwoman named Sylvie took ownership of the milestone vehicle at the Flins plant where it rolled of the line. She says her children helped convince her to buy the all-electric vehicle, which Sylvie intends to use as a daily driver. The Renault Zoe is Europe's best selling EV since its launch in 2013. Renault reports a 98-percent satisfaction rate with the Zoe. Read more in the press release from Renault. Toyota will use a biosynthetic rubber called biohydrin in its engine and drive system hoses beginning in May 2016. Jointly developed by Toyota, biohydrin is a plant-based rubber with a 20-percent reduction in material lifecycle carbon emissions compared to petroleum-based rubber. Toyota plans to use the compound in even more components in the future, including brake and fuel line hoses. Read more from Toyota. So far in 2016, only 27.5 percent of hybrids and EVs are traded in for another electrified vehicle, according to Edmunds. That's down from 38.5 percent in 2015. 33.8 percent of electrified vehicles are traded in for SUVs. Despite the trend of EV and hybrid owners switching back to traditionally powered vehicles, average fuel economy isn't suffering. "This is an economics trend, since today's low cost of gas no longer makes it worth paying the price premium of hybrids and EVs," says Edmunds Director of Industry Analysis Jessica Caldwell. "And there are so many fuel-efficient vehicles on the market today that environmental concerns weigh less than they might have in years past. When you're buying a vehicle that can get over 30 mpg, you can still say you're doing your part to help the environment." Read more from Edmunds. Environmentally, electrified vehicles outperform their conventional combustion counterparts throughout their lifecycle. A study from the Automotive Science Group (ASG) finds that while production of advanced powertrains comes with a greater financial burden, most vehicles make up for it through efficiencies during their use phase. The ASG lists the 2016 Nissan Leaf as its best performer, with 47 percent fewer greenhouse gas emissions than the best-performing conventionally powered car, the Honda Fit. Rounding out the ASG's top five environmental performers are the Ford Focus Electric, Chevrolet Volt, Toyota Prius Two Eco, and Hyundai Sonata Plug-In Hybrid.

Nissan Xterra discontinued after 2015

Another great big subtraction in the choice of proper off-roaders comes with news from Edmunds that the Nissan Xterra will meet its maker after the 2015 model year. Sales of the body-on-frame SUV introduced in 1999 declined seven percent last year compared to 2013, a total of just 16,505 getting off dealer lots. That's about 1,800 more sales than the Toyota FJ Cruiser achieved for the year, another rugged trail runner recently dispatched into the ether. Meanwhile, the king-of-the-hill Jeep Wrangler almost matched those annual sales number each month in 2014; it moved 19,235 in May alone. Nissan hasn't exactly cared about the Xterra for years; Edmunds reported in 2013 that Nissan was "mulling the Xterra's future" and would take a year to decide if it was going to keep going. But it has been clear for years that the company wasn't too interested in its hardcore off-roader in spite of its "enthusiastic fan base inside and outside the company." The last visible refresh came in 2009, when it was 4Wheeler magazine's SUV of the Year, the next minor feature updates not arriving until 2014. And the Nissan-backed off-road triathlon series the Xterra was named for died in 2006. That's why there's no business case for throwing money at re-engineering the Xterra's safety and emissions specs, especially in a world gone crazy for subcompact crossovers. We contacted Nissan for comment on the report and asked if another Nissan vehicle, like the Rogue, would be positioned as a near-replacement, as has been speculated before. Product communications director Dan Bedore told us, "Nissan has made no announcement as to the future status of Xterra. For proprietary reasons, we do not discuss future product plans or comment on media speculation about future plans." Right now we can hear the Jeep Wrangler at the top of the mountain screaming, "Nobody wants a piece of this? Really?!" So come on, General Motors - it's up to you now.