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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 Leaf has 2nd-best sales month ever, Chevy Volt does a 2013 repeat [UPDATE]

UPDATE: The official press release says that "Volt [sales were] up 7 percent," but Randy Fox let AutoblogGreen know that this is simply due to a change in the fleet/retail mix between March 2013 and 2014. The actual number sold was exactly the same in the two months. A month ago, Nissan's director of EV sales and marketing, Toby Perry, said he expected to see the Leaf's sales momentum continue into March. It wasn't a big leap, since January and February were slow sales months in 2013 (around 640 each) before a big climb to 2,200 in March. In 2014, the first two months of the year were better (around 1,300 each) but Nissan can still be happy that the Leaf just had the best March ever and its second-highest sales month ever, with 2,507 sold. That's a 12.1 percent increase from 2013 and Perry said in a statement to AutoblogGreen that one reason is all of the buyers who are becoming evangelists for the vehicle. "We've also seen an increase in showroom traffic as we enhanced our marketing presence in March," he said. Nissan pointed to cities like Washington, DC, Raleigh-Durham, NC and urban areas in Texas as strong Leaf markets last month. On the Chevy Volt front, January and February were also slow months in 2014, down roughly half from the 2,000-ish the plug-in hybrid was selling at the end of 2013. For 2014, sales were up slightly from the first two months of the year and Chevy spokesman Randy Fox told AutoblogGreen that the March number was "pretty flat, year-over-year." Even with that warning, we were surprised to see the total come in at 1,478. Why's that? Because the total for March 2013 was ... 1,478. So, yeah, that's pretty steady even if there were 26 selling days in March period this year compared to 27 last year. As always, our more complete report of last month's green car sales will be coming soon. News Source: General Motors, Nissan Green Chevrolet GM Nissan Electric Hybrid PHEV ev sales

'Nothing is blocking' Nissan alliance talks, says Renault chairman

TOKYO — Nothing is blocking discussions between Nissan and Renault over the future of their alliance and the two companies will have "important talks" on Tuesday and Wednesday, the French automaker's chairman said in Tokyo. Speaking at an event on Tuesday, Renault SA chairman Jean-Dominique Senard touted the Franco-Japanese alliance, which has been discussing ways to revamp the relationship. The companies had initially set Tuesday as a deadline to hammer out a deal. However, the discussions have taken longer than originally expected due to Nissan's concerns about how its intellectual property rights can be protected as Renault forges new ties with China's Geely, sources have told Reuters. Renault last week unveiled a sweeping overhaul of its businesses, saying it would set up a joint venture with Geely for gasoline engines and hybrid technology and spin off its electric vehicles unit next year. It wants Nissan to invest in the new electric unit. The companies are also renegotiating their equity ties, which currently see Renault owning a controlling 43% of Nissan and the Japanese company holding only a 15% non-voting stake in Renault. "Nothing is blocking" the discussions, he told reporters after the event, declining to say when the alliance members would reach a deal and adding "you will be informed on time." "As the chairman of this alliance, I've never lived such a warm atmosphere within the alliance and this bodes well for the future."   Green Mitsubishi Nissan Renault