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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.

Chris Harris hits the track in the Porsche 911 GT3 RS

One of the wonderful things about Chris Harris on Cars is the enthusiasm that the host brings to the screen. Granted, it would be hard not to enjoy a day driving around in a supercar that you don't own. Still, Harris brings a sense that he knows how rare these opportunities are and relishes them. In his latest look at the two sides of the latest Porsche 911 GT3 RS, you can tell this guy is having a lot of fun. The GT3 RS is a 500-horsepower, track-focused weapon, but it's expected to drive to and away from the circuit after a day of laps. Therefore, Harris decides to evaluate the attributes of this Porsche in both environments. On the road, he sweeps an orange example over some beautifully, undulating German backroads but keeps things rather tidy. However, in the latter half of the video, he arrives at the Weissach test track for a go in a purple RS. There, he really lets the rear hang out.

Jaguar F-Type squares off against Porsche 911, Aston V8 Vantage with Chris Harris

Chris Harris is back on the job, taking on really really difficult car questions like: Which enormously sexy and good-to-drive, high-performance convertible is the top of the heap? As one of the hottest cars in the luxury space right now, the Jaguar F-Type S is, of course, in on the action. Competition comes in the form of the Aston Martin V8 Vantage Roadster and the Porsche 911 Carrera S Cabriolet. Sun-loving CEOs who despise test-driving need look no further.
Scroll on below for a fully featured (with a running time of more than 20 minutes) comparison video. Harris does his best to entertain - in a typically nitpicky and made-up-British-words fashion - and the moving pictures are lovely to look at. Kick back, pour a pint and get your weekend started off right.