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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.

Mitsubishi cheated on Japanese fuel economy test since 1991

Mitsubishi now says that its cheating on Japanese fuel economy tests stretches as far back as 1991. The automaker has hired an independent panel of investigators to get to the bottom of what happened, and the company will give them three months to prepare a report about the deception. Mitsubishi's cheat involves how the company calculated driving resistance to determine fuel economy. In 1991, Japan's Road Transport Vehicle Act established a coasting test to establish the driving resistance, but Mitsubishi's engineers used their own "high-speed coasting test," according to its statement. In 2007, the company decided to only use the country's mandated evaluation, but the employees kept utilizing the high-speed test in the field. In the most recent scandal, workers selected low values for driving resistance from the results, which made the fuel economy look better. Mitsubishi's presented these details in a report to the Ministry of Land, Infrastructure, Transport, and Tourism. "We are currently investigating the reasoning behind each of the decisions," the company said in a statement. It also hired three former prosecutors to figure out why this happened for so long. At this time, Mitsubishi only confirms the incorrect figures for some of the company's minicars, but this investigation could discover more transgressions. This fiasco started when Nissan discovered fuel economy discrepancies in some of its Mitsubishi-made tiny kei-class cars in Japan. Mitsubishi came clean and admitted the problem affected about 625,000 vehicles in the country. Japanese media have alleged more vehicles have incorrect mileage, including the Outlander. The National Highway Traffic Safety Administration in the US has also requested data from the Japanese automaker to confirm similar deceptions didn't happen for vehicles here. Related Video: Regarding the Report to MLIT Concerning Improper Conduct in Fuel Consumption Testing of Vehicles Manufactured by Mitsubishi Motors Corporation Tokyo, April 26, 2016 The following is a summary of the report submitted by Mitsubishi Motors Corporation (MMC) to the Ministry of Land, Infrastructure, Transport and Tourism (MLIT) today, pursuant to instructions received from MLIT on April 20 to investigate improper conduct in fuel consumption testing of vehicles manufactured by MMC. Report Summary 1.

Recharge Wrap-up: EV taxis in Amsterdam, Montreal's electric carsharing goals

Amsterdam has become the electric taxi capital of the world. Taxi Electric, TCA, and Connexxion each operate electric cabs around the city, including 170 Nissan Leaf and e-NV200 taxis. Taxi Electric started with three Nissan Leafs in 2011, and the idea has caught on. Businesses are saving money on fuel and maintenance, garnering attention and new clients for themselves and doing their part to help reduce emissions and improve local air quality. The city of Amsterdam hopes to be emissions-free by 2025, and is building more and more charging stations to this end. This helps make the city the perfect home for the electric cabs. See the video above and read more from Nissan. Montreal is calling for a large electric carsharing program. Mayor Denis Coderre says that he'd like the city to be seen as a leader in electric transportation. His vision includes a carsharing program of 250 electric vehicles by next spring, growing to 1,000 EVs by 2020. This would help Montreal reach its goal of cutting the city's greenhouse gas emissions by a third over the next five years. The city also wants to build new charging infrastructure to make the carsharing plan, as well as individual EV ownership, easier to achieve. Currently, carsharing group Communauto operates a fleet of 40 EVs in Montreal. Read more at Treehugger. Enterprise Carshare has joined the nonprofit CarSharing Association. The car rental company's carsharing business made the announcement at the 2015 International Car Rental Show, during a session called "The Convergence of Car Sharing and Car Rental." "Enterprise CarShare is a well-established player in the industry and we're glad to have their help in expanding support for sustainable urban mobility in communities around the world," says CarSharing Association Executive Director Alan Woodland. Read more from Enterprise in the press release below. Enterprise CarShare Joining CarSharing Association LAS VEGAS (April 15, 2015) – Enterprise CarShare formally announced yesterday – at the 2015 International Car Rental Show – that it has joined the CarSharing Association, a not-for-profit organization committed to advancing cooperation between urban mobility providers, cities and public transit. The announcement was made during a Car Rental Show session titled, "The Convergence of Car Sharing and Car Rental," which highlighted the important role that the car rental industry plays in the evolution of urban mobility.