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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.

Porsche's high-tech 'mirror' turns every car into a Macan

Porsche calls it the "Magic Mirror," but it's less a reflective device and more 12 high-def screens that track drivers pulling into the valet area at a mall in Los Angeles. As they pass the screens in their cars, they get to see what they'd look like pulling up in a Macan, Porsche's newest and smallest crossover. It could be considered the experiential evolution of a prior campaign that let people imagine how a Porsche would look in their driveways, an idea that was taken even further by a dealer in Toronto a few years later. Check out the video to see how it was done and how it was received.

Ferrari return to Le Mans looking more likely?

Statements made by Ferrari president Luca di Montezemolo may indicate that the Italian brand could return to a form of racing it's been absent from for 40 years - prototype racing. That's right, LMP1 could see a factory Ferrari team for the first time since 1973, if a report from ESPN F1 is to be believed.
"We have won with the 458 GTE, but I also quite like the idea of racing at Le Mans in the highest category: who knows, maybe one day we can return and win, say thanks and come home," Montezemolo said. "Maybe we should give it some consideration..."
These seemingly idle, off-hand comments might not hold much water, were rumors about Ferrari's return to prototype racing not swirling as recently as August. There's also the fact that the upcoming, 1.6-liter, turbocharged V6 being used for Formula One complies with the Automobile Club de l'Ouest's own LMP1 regulations, according to ESPN. Finally, Ferrari returning to Le Mans might also explain this video of a camouflaged Ferrari LaFerrari testing a new turbocharged engine, which we showed you a few weeks back. There's a fair chance that what we're actually seeing in that video are the early stages of a new Ferrari prototype testing.