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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.

Chevy Volt sales surge with 2016 model, Nissan Leaf continues Autumn fall

The Nissan Leaf and Chevy Volt have been locked in sales combat since they arrived within a short distance of each other way back in 2010, and we continue to follow that fight closely. Though both vehicles approach driving efficiency from a different angle, they each have plugs and owners put a surprisingly similar number of electric miles on them. With the launch of its 2016 model, the Bowtie brand now appears to have the upper hand, clocking in a solidly improved performance for the month of October. According to GM's sales charts, the Chevy Volt made it into the loving embrace of 2,035 buyers last month. That's up a whopping 41 percent over the same period in 2014, and more than a 100 percent improvement from the 949-unit result in September. Now, we don't know how many of these were 2015 models and how many were the all-new 2016 edition. Dealers are, no doubt, incentivized to move the old inventory, and the latest and greatest is still only available in a limited number of states. Breaking out the sad trombones, Nissan recorded a mere 1,238 units moved in October. That's down 52.2 percent from the same month in 2014. That's also nine fewer examples than last month. Despite its recent sales travails, the Leaf still leads the calendar-year-to-date figures by a commanding 14,868 to 11,299 tally. We imagine the Japanese manufacturer is counting on an improvement in the situation once the 2016 model, with its larger, optional 30 kWh battery becomes available. You can compare these two stalwarts with the rest of the green-vehicle field in our By The Numbers post due out tomorrow. Green Chevrolet Nissan Electric Hybrid ev sales hybrid sales volt

Infiniti's new Design Director is American Alfonso Albaisa

The man responsible for creating the sleek 2010 Nissan Ellure Concept you see above is now the design director for Infiniti. Alfonso Albaisa (shown at right) has been a member of the Nissan design team for 25 years, but was recently promoted to executive design director for the Infiniti brand.
His past roles at Nissan have included design director for Nissan from 2004 to 2007, vice president of Nissan Design Europe from 2007 to 2011, vice president of Nissan Design America in 2011 and, most recently, he held the title of Nissan's global design director. Aside from Ellure, Albaisa was also responsible for designing the 2012 Nissan Xtrem Concept, "key strategic production vehicles soon to be launched" and he's even contributed to a handful of Infiniti designs. Scroll down for the official press release.