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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.

Nissan Titan Wounded Warrior project lands in time for Veteran's Day

We last featured the crowdsourced Project Titan pickup back in September, back when Nissan revealed that its big, bruising custom pickup would take to the wilds of Alaska with a pair of veterans from the Wounded Warrior Project at the wheel.
Now, their journey across the wilds has been fully revealed as part of a 22-minute short film. David Guzman and Kevin McMahon are the pilots of the brutish truck, and while the film is ostensibly focused on the journey and the challenges that come with it, the release of the video on Veterans Day (Remembrance Day or Armistice Day, depending on where you're from), gives some indication to the dominant theme of the story - recovery.
The two travel across Alaska in the Titan on different missions, working with both veterans and civilians afflicted with post-traumatic stress disorder, as well as supporters of the Wounded Warrior Project. From the avalanche-surviving photographer who's suffering from PTSD to an Air Force veteran who routinely takes recovering vets on fishing trips, the pair experience the many efforts at recovery and support throughout the course of the missions and their journey.

Ghosn says having Apple in EV business would be good news

Nissan once promised to have commercially viable autonomous vehicles on the road by 2020 and even certified a Leaf to test the technology in Japan. The company has since backpedaled a bit from its original lofty claims, though. During CEO Carlos Ghosn's keynote presentation at the Mobile World Congress in Barcelona, Spain, the auto exec talked more about the automaker's strategy and directly confronted Apple's rumored entry into the market. "When Apple says they are going to come with an electric car in 2020, that's good news for us," he said in his speech, according to Adweek. Ghosn took the view that any company able to grow the acceptance of EVs would help every automaker in the segment. The Renault-Nissan Alliance has been at the forefront of developing the market and claimed nearly 60 percent of the global market share last year. He was also the latest auto industry heavyweight to voice his opinion on Apple entering the industry. However, in contrast to former General Motors boss Dan Akerson, the Nissan CEO was much more welcoming. Ghosn also used the speech as a chance to clarify Nissan's plans for autonomous vehicles and seemingly pushed the original goal back by about five years. "In 10 years, you'll have cars without the driver. It is here, and it's going to transform the products," he said, according to Adweek. Under Nissan's current timeline, traffic-jam assist and fully automated parking are due in 2016, followed by automatic lane changing in 2018 and the ability to drive through intersections without a driver's control comes in 2020. News Source: AdweekImage Credit: Yasuyoshi Chiba / AFP / Getty Images Green Nissan Renault Technology Emerging Technologies Autonomous Vehicles Electric