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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.

Subaru recalls 48.5k Legacy, Outback models for steering defect

The Basics: Subaru is recalling 48,500 Legacy sedans and Outback CUVs from model years 2016 and 2017. The Problem: According to the NHTSA bulletin, the steering column in affected vehicles may not have been machined properly. This could cause the angle of the steering wheel to have no impact on the direction of travel – the wheel will turn and the car won't. Injuries/Deaths: Neither Subaru nor NHTSA have indicated whether there were any injuries or deaths associated with this recall. The fix: Subaru will inspect steering columns on the affected vehicles and replace them as necessary. Naturally, repairs will be done free of charge. If you own one: Subaru and NHTSA advise that owners do not drive their vehicles until they've been inspected. While Subaru is sending letters to owners, dealers will also reach out directly to schedule an on-sight inspection or arrange to have the vehicle towed to the dealership. More information: If repairs are necessary, Subaru will cover all costs associated with towing and provide affected consumers a free loaner.

Subaru BRZ tS makes its brief video debut

Ever since Subaru released the BRZ, fans have been eagerly anticipating the arrival of the STI version. But despite the recent release of the tS package, the brand faithful will have to wait a little longer, because the tS stops short of the full STI treatment. But at least it looks the part.
Though the BRZ tS doesn't encompass any major engine mods to speak of, it does benefit from a number of enhancements: a new driveshaft, aero kit, Brembo brakes, Recaro buckets and more. Which may be more than enough for some, but to tip the scales of disappointment, Subaru will only make 500 such examples, and they'll only be available in Japan. So chances are you won't be getting your hands on one, but at least you can admire it from this brief video clip below. It's not much to go on, but that seems about par for the proverbial course.