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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.

Toyota GT86, Scion FR-S sales disappointing worldwide?

Okay, folks - it appears we've got a problem. The Toyota GT86, Europe's counterpart to our own beloved Subaru BRZ and Scion FR-S coupes, is apparently not selling too well. This, according to Toyota's European Vice President of Research and Development, Gerald Killman, is what's limiting plans for additional variants of the rear-drive coupe.
"A faster version of that car would be at the top of most people's wish lists, but like the cabriolet, it is hard to justify a business case to push either model into production based on the current sales," Killman told AutoExpress. "Personally, I think that engine could use a little bit more," he added.
More troubling is that slow sales aren't limited to the Euro-spec car, with Killman claiming that the GT86 have been missing sales targets in major markets around the globe. It may not be that the US is one of those major markets, though. Scion's Vice President, Doug Murtha, tells Autoblog that his brand is happy with the sales of its version of the GT86, the FR-S. 18,000 units were sold last year, which Murtha says is "generally in line with original expectations for the car."

Subaru to introduce two e-Boxer hybrids at Geneva

Subaru will be bringing two electrified "e-Boxer" models to the Geneva Motor Show next month, as Autocar reports. While the manufacturer hasn't announced which models these electrified cars will be, it is likely that at least one of them will be the e-Boxer version of the Forester, which Subaru showed at the 2019 Tokyo Auto Salon. Another possible model for the Geneva unveiling can be the Crosstrek's hybrid version, branded XV for the European market. The hybrid Crosstrek is Subaru's first PHEV model, and it uses Toyota's 8.8-kWh battery pack mated to a 2.0-liter boxer engine. Subaru is relatively late to the hybrid game, as some competing Japanese carmakers have had hybrid cars on the market for a long time already, and only in recent years has Subaru put hybrid models for sale outside Japan. But by being able to mate electric power with its trademark boxer engine powertrain, Subaru can remain "on-brand" while still utilizing hybrid technology, instead of going with a regular four cylinder inline engine as is popular with hybrid powertrains. Still, the Japanese market Forester STI e-Boxer only produces a combined 156 horsepower and 187 lb-ft of torque, figures that seem modest compared to a 2.0-liter turbodiesel engine, for example. But with Subaru's diesel exercise just a decade-long, select-market enterprise, and with diesel on the outs these days, hybrid seems a better bet, especially in the North American market. Related Video: