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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.

Legendary off-road cars and SUVs that were never sold in America

America has long stood proud as the land of 4x4s, but many of our best-selling off-roaders would flop on the European market due in part to size constraints. Can you imagine trying to park a Ford Bronco Raptor in a town built by the Romans? Or, how much it would cost to fill up a Chevrolet Silverado HD ZR2 if you're paying $8 for a single gallon of gas? Historically, most of the 4x4s sold in Europe have been tailored to the local market. Here are five cool European-market off-roaders that have never received permission to hang out with the Jeep crew in Moab. 2014 Dacia Duster View 10 Photos Dacia Duster In a way, the original Dacia Duster released in 2010 is the NA-generation Mazda MX-5 Miata of Europe's off-roader segment. I'm not talking about handling; it takes a turn with the liveliness of a blimp. But, like the original Miata, the first-generation Duster brought a big serving of modernity to its segment. It gave buyers a far more daily-drivable alternative to the ancient Lada Niva without sacrificing off-road capacity, in the same way that the first Miata provided top-down enthusiasts with a more up-to-date alternative to British and Italian roadsters of the era. Cheap and cheerful, the Duster is closer to a crossover than to a burly, body-on-frame SUV. It's built on a unibody platform, powered by a relatively small four-cylinder engine, and compact enough to zig-zag through crowded urban centers. Unlike, say, the Nissan Qashqai (which we knew here as the Rogue Sport), it was designed for mild off-roading — it appeals to folks who live in rural areas, adventure-minded buyers, and first responders. It wasn't offered with a two-speed transfer case or locking differentials, but models equipped with the optional part-time four-wheel-drive system (front-wheel-drive came standard) featured a six-speed manual transmission with an ultra-low first gear. Dacia sold the original Duster through 2017 in many European countries, though production continued for several more years in overseas markets (where the off-roader often wore a Renault badge). Its successor, which is still built in 2023, arrived in 2017 with the same focus on off-roading but a longer list of features and a nicer interior. More than a decade after its launch, the original Duster remains a common sight.

Ghosn: 'While I'm proud of our EV leadership, I know it's not enough.'

Renault-Nissan CEO Carlos Ghosn has written something like a State of the Union on electric vehicles and the carbon economy. We'd sum it up as, 'we're working on it but we all need to work harder.' Ghosn believes all of the commitments made at the Paris COP21 climate change conference are a start, but "the support of the business community is imperative," in coordination with the public sector. He stresses that he's after an "orderly transition," one that uses what we have now in order to go where many believe we need to go. That means no threats or revolution, no "aggressive government intervention and centralized demand and control," but rather a "practical, affordable way to begin reducing dependence" on the fuel that turns the skies brown. Ghosn wraps up his manifesto this way: "The UN Secretary General recently said that we are the first generation to feel the effects of climate change and the last to be able to do anything to stop it. This is a call to action, and the auto industry is committed to doing its part." Based on the undeniable shift toward the electrification of the automobile, we know that the call is being answered. Given the limited market share EVs have today, it could still use some more people and companies picking up the phone. With vehicle numbers expected to grow from 800 million to more than two billion by 2050, "transition will occur one way or another," Ghosn writes. Head over to Forbes to read Ghosn's thoughts.