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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 cooks up throwback livery for Le Mans

Nissan may not have won the overall 24 Hours of Le Mans before – Mazda remains the only Japanese automaker to have done so – but when it returns to Le Mans this year, it will be armed with other bragging rights. And it's that past accomplishment that Nissan is celebrating with this throwback livery. Twenty-five years ago, Mark Blundell set a blistering qualifying lap in the No. 24 Nissan R90CK, lapping La Sarthe in 3:27.020. That was enough to put the Datsun on pole for the race, and though it never made it to the finish line, it set a record that stands to this day when it hit 227 miles per hour on the Mulsanne straight – even with the chicanes in place. That car wore a blue livery with white and red that still holds a place of honor in the hearts of racing fans. So to mark its return to Le Mans a quarter century later, Nissan is decking out its new GT-R LM Nismo in a tribute livery that will be worn by the third entry the company will be fielding in the race. Nissan celebrates 1990 pole lap of Le Mans with retro livery for LM P1 car LE MANS, France – Nissan today revealed a very special livery that will feature on the No.21 Nissan GT-R LM NISMO at Le Mans. Exactly 25 years ago, at the peak of the Group C era, Mark Blundell put the Nissan R90CK on pole position with a stunning 3:27.020 lap of the Le Mans circuit. The No.21 Nissan GT-R LM NISMO is Nissan's third LM P1 car that will be raced by current Super GT Champion Tsugio Matsuda (JAP) and two winners of GT Academy, Lucas Ordonez (ESP) and Mark Shulzhitskiy (RUS). The No.24 Nissan R90CK will also appear at Le Mans in a special parade to mark the anniversary of the pole lap in the hands of the man who took it to the top of the tables 25 years ago, Mark Blundell. The 1100bhp car may not reach speeds of 366 km/h (227 mph) as it did in 1990, but it is certain to grab everyone's attention. "That lap of Le Mans is certainly a very fond memory for me," said Blundell. "It was one of those moments where time stood still and everything went perfectly. You remember those moments, as they don't happen all that often. It's great to see Nissan celebrating that time with the retro livery on the #21 Nissan GT-R LM NISMO. I can't wait to see it on track at Le Mans." "Our racing heritage is hugely important to us," said Darren Cox, Global Head of Brand, Marketing & Sales, NISMO.

Nissan executive Jun Seki resigns to become president of Nidec

YOKOHAMA, Japan — The executive tasked with leading a recovery at Nissan said he had decided to resign just weeks into his new job, a move that could disrupt the automaker's push to turn the corner on scandal and slumping sales. Jun Seki, Nissan's vice chief operating officer and a former contender for chief executive, told Reuters he was leaving to become the president of Nidec, a Kyoto-based manufacturer of automotive components and precision motors. He will likely depart in January after three decades at Nissan, including a stint heading its China business. "I love Nissan and I feel bad about leaving the turnaround work unfinished, but I am 58 years old, and this is an offer I could not refuse. It's probably my last chance to lead a company too," he said in a brief interview. "It's not about money. In fact, I will take a financial hit since Nissan pays us well," Seki said. He declined to elaborate further. Nissan and Nidec declined to comment. Seeking to roll back some of the costly expansion under ousted chairman Carlos Ghosn, Nissan has embarked on wide-ranging turnaround plan. That plan, which began in April, is now on track to generate a cumulative few hundred billion yen in cost cuts and operational efficiency gains by the year to March 2022, according to two Nissan sources who spoke on condition of anonymity. One hundred billion yen is roughly equal to $915 million (707 million pounds). Adding to concerns about disruption among Nissan's top management, the sources said that Seki, Chief Operating Officer Ashwani Gupta and Chief Executive Makoto Uchida have so far failed to gel as a team after being named to their posts in October. They officially took over on Dec. 1. "There was no instant, cohesive chemistry achieved by those appointments," one of the sources said. Gupta and Uchida were not immediately available for comment. Seki's resignation could further complicate Nissan's relationship with top shareholder Renault SA. Seki recently worked in Paris for a year and was seen as relatively close to the French automaker. PERSUADED IN THE END Asked if he was leaving Nissan because he was passed over for the role of chief executive, Seki said that was not the case but did not elaborate. He and Uchida, most recently the head of the China business, had been seen as top contenders for the CEO job. Reuters reported in September that Uchida was seen as more favored by Renault.