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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.

2019 Subaru Ascent vs. 2018 Mazda CX-9: Driving two class leaders side-by-side

As the de facto replacement for the family sedan, we expect a lot out of modern crossovers. They need to excel at family-hauling duties while delivering reasonable performance and fuel economy. They have to offer all-wheel drive and the latest safety technology. They ought to be ruggedly handsome, and they can't be so prohibitively expensive that the families they are targeting can't afford them. It's a tall order, and some automakers have hit closer to the proverbial bullseye than others. By some stroke of luck, we managed to snag a 2018 Mazda CX-9 Grand Touring as our chariot to take the four-hour drive from Seattle to McMinnville, Ore., where we got our first drive of the 2019 Subaru Ascent. As one of our favorite vehicles in this class, the CX-9 would serve as a good comparison to the Ascent. And, on paper, the similarities are abundant: Both come from automakers with a clear, go-your-own-way approach to vehicle engineering, are powered by turbocharged four-cylinder engines, and offer three rows of seating in a relatively compact package. Put simply, we expect the Ascent and CX-9 to be cross-shopped by a lot of new-car buyers looking for a new family car. What we found is that the CX-9 is the better choice for the buyer who values a sporty driving experience above all else, while the Ascent is probably better for families looking for a healthier dose of practicality. Either option will ably serve the suburban American family they are targeting, but the ways they go about that life of servitude are quite different. It's worth noting that pretty much every automaker in America is selling a vehicle in this class, which means there are a heck of a lot of vehicles from which to choose. For a few other options, check out this spec-sheet comparison here, and for anything else, be sure to visit the handy Autoblog compare tool. With that out of the way, let's break it down a bit more granularly. Styling: View 36 Photos Looks-wise, we prefer the Mazda. A crossover is going to be generally box-shaped, but that doesn't mean it has to be boring. The CX-9's bodywork flows gracefully from nose to tail, with just the right amount of flashiness in the form of headlights that take the form of cat-like eyes, a five-point grille surrounded in chrome, and gently arcing bodyside lines. It all works to form what we think is the most attractive midsize crossover overall. We don't hate the Subaru Ascent's looks, but it's definitely more boring than the CX-9.

Merecedes-Benz EQS, Ford Mustang Mach-E GT and Subaru Forester Wilderness | Autoblog Podcast #702

In this episode of the Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Senior Editor James Riswick. They've been driving some exciting new EVs, like the Ford Mustang Mach-E GT and the Mercedes-Benz EQS. They also discuss driving the new Subaru Forester Wilderness, as well as the perfectly agreeable Toyota Camry XSE Hybrid. James compares four big-name off-roaders — the Ford Bronco, Jeep Wrangler, Toyota 4Runner and Land Rover Defender — based on their ability to accommodate a big load of luggage. Next they reach into the mailbag for comments on the Genesis GV70, as well as a Spend My Money question about replacing a wrecked Subaru Ascent with another three-row SUV. Send us your questions for the Mailbag and Spend My Money at: Podcast@Autoblog.com. Autoblog Podcast #702 Get The Podcast Apple Podcasts – Subscribe to the Autoblog Podcast in iTunes Spotify – Subscribe to the Autoblog Podcast on Spotify RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown What we're driving: 2022 Ford Mustang Mach-E GT 2022 Mercedes-Benz EQS 2022 Subaru Forester Wilderness 2022 Toyota Camry XSE Hybrid Luggage testing the off-roaders: Ford Bronco vs. Jeep Wrangler vs. Land Rover Defender vs. Toyota 4Runner  Mailbag: Thoughts on the Genesis GV70 Spend My Money: Three-row SUV to replace Subaru Ascent Feedback Email – Podcast@Autoblog.com Review the show on Apple Podcasts Autoblog is now live on your smart speakers and voice assistants with the audio Autoblog Daily Digest. Say “Hey Google, play the news from Autoblog” or "Alexa, open Autoblog" to get your favorite car website in audio form every day. A narrator will take you through the biggest stories or break down one of our comprehensive test drives. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.