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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.

Woman thwarts car thieves by jumping on hood

When a pack of car thieves tried to steal a Milwaukee-area woman's car at a gas station, she didn't run for help. Oh no. She hulked out, jumped on the hood, and screamed her head off until the thief finally ran off. According to WISN, Melissa Smith was gassing up her white Subaru Outback at a BP station near Milwaukee's historic Third Ward on the afternoon of May 24. As she stood there pumping gas and minding her own business, a black Cadillac swung slowly around the front of the Subie and came to a stop just off the front left corner. As Smith turned her back to hang up the pump nozzle, a dude bailed out of the Caddy, crouched down, and snuck into the Outback's driver's seat. "I didn't see him till I saw him get into my car. Or someone was in my car, and had my, 'Oh, hell this isn't happening to me today' moment," Smith told WISN. As soon as she saw the thief in her car, Smith ran around the front then leaped on to the hood. She started yelling and pounding on the windshield as the thief tried to pull away from the pump, but he refused to stop. He tried a couple quick stops in an attempt to shake her off, but to no avail. "He looked at me, and he laughed at me, which really irritated me," Smith said. "He was laughing while I was on my car, and he was trying to throw me off, so zero remorse." Smith clung to the Subaru, shouting and pounding until the thief gave up. He abandoned ship, jumped back into the Caddy, and the group of thieves sped away. Unfortunately, when the thief bailed he left the Subie in gear with Smith still holding on for dear life. "Then I had to chase my car into the street and stop it before it hit somebody else," Smith said. Thankfully, Smith was unharmed in the incident, but the crooks got her purse, phone, wallet, and sunglasses. Milwaukee police are still looking for the suspects, who they say stole the black Caddy before trying to steal Smith's Subaru. Related Video: News Source: NBC News, WISN Auto News Weird Car News Cadillac Subaru Crossover Sedan carjacking milwaukee

Subaru Impreza gets smarter, safer and sharper in Japan

Subaru quietly gave the sedan and hatchback variants of the Impreza a mid-cycle update in Japan. Both body styles now wear a sharper front-end design, and they receive additional tech features. The current, fifth-generation Impreza made its global debut at the 2017 New York Auto Show. The 2020 model introduced online in Japan stands out with a revised front fascia characterized by a wide air dam that stretches the entire width of the bumper, chrome-look L-shaped trim on either end of it, and a revised grille. The changes made to the rear fascia are largely limited to tweaked lights. All told, you need to be an eagle-eyed car-spotter to tell the face-lifted model apart from its predecessor. Buyers seeking a sportier Impreza will be disappointed, Subaru is still taking its time developing the next WRX, but those who want a more high-tech car that helps them drive will be thrilled. Every Japanese-spec Impreza regardless of trim level is now equipped with EyeSight Touring Assist, a suite of electronic driving aids that handles accelerating, braking and steering in a wide range of conditions. These features don't make the Impreza autonomous in any way, and the driver still needs to stay focused on the road ahead, but they help when driving becomes tedious. There are other, more minor upgrades on the menu. The door mirrors now tilt down when the driver selects reverse, for example, and Subaru added a front-view camera.  In Japan, the Impreza carries on with either a 1.6-liter flat-four rated at 115 horsepower, or a 2.0-liter flat-four with 154 horses on tap. The entry-level model is front-wheel drive, surprisingly, but all-wheel drive is standard on higher trims. Regardless, both engines shift through a continuously variable transmission (CVT) that offers seven pre-programmed virtual gears. The Impreza lost its manual transmission in its home country years ago, though the company's American division continues to let buyers give a shift. Subaru hasn't announced plans to make similar changes to the American-spec model and tells us "it's too early for us to release information" about that, but it's not too far-fetched to speculate we'll get an updated Impreza sooner rather than later. We might see the model break cover during the 2019 edition of the Los Angeles Auto Show in November, and it could arrive in showrooms during the 2020 model year.