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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 turns a WRX STI into a bobsled and (barely) makes it work

When asked how confident he felt of a successful full run down the St. Moritz-Celerina Olympic Bobrun in his specially prepared Subaru WRX STI, professional rally and stunt driver Mark Higgins responded, "50/50." In reality, he was probably being generous. It wasn't supposed to be so death-defying. In fact, Subaru's original plan was to have Higgins make several runs down the icy slope, some with journalists in the passenger seat. We were among those who traveled all the way to Switzerland for the chance to experience an automotive bobsled ride. One look at the run's famous Horseshoe Corner was all it took for us to second-guess that idea. Well, that and our pesky sense of self preservation. Higgins, though, is one of those rare humans to have been born without that fear-of-death gene. Not only is the Manx driver a professional stuntman – his resume includes sequences for Daniel Craig's James Bond – he also won the British Rally Championship three times and is the four-wheeled record holder at the famed Isle of Man Snaefell Mountain Course. So, when Higgins says some sort of vehicular stunt has only half a chance at success, well, let's just say that most mortals would say something more akin to "a snowball's chance in hell." On the topic of snow and balls, it's worth noting that the timing of Subaru's bobsled run wasn't set by choice. The Olympic Bobrun hosts regular events every winter through late February or early March. Since the track at St. Moritz is the only run in the world without an artificial cooling system, warm weather means no sledding. Combine those two facts and you end up with a very narrow window in which Subaru could go about making the modified track and a WRX STI actually fit together. Enter the boffins at Prodrive. The British engineering firm first started modifying vehicles for racing in 1984. By 1990, Prodrive was focused on turning turbocharged Imprezas into championship winners for the likes of Colin McRae, Richard Burns, and Petter Solberg. So it comes as little surprise that Subaru turned back to Prodrive to figure out how to modify a 2015 WRX STI in a way that would make it survive the pounding it would sustain on a bob run. For the record, this isn't just any 2015 WRX STI. It's actually the same car Higgins used in 2014 to set a lap record at the Isle of Man.

Subaru partners with Magellan for smartphone-based navigation

With tech in the air this week at the Consumer Electronics Show, Subaru announced that it named Magellan SmartGPS as its mapping partner in future Subaru vehicles – without putting an exact date on when that "future" will be. The appointment means that Magellan's smartphone-based cloud navigation, which works on both Apple iOS and Android, will port fully voice-guided navigation using constantly updated maps to the head unit in the car. Magellan already sells a standalone SmartGPS unit that you can buy from major retailers, and it can communicate with other wireless devices to find destinations and transfer directions. However, with the rise of smartphones and with major tech players becoming baked-in fixtures inside vehicles, the sales of portable navigation devices have gone into freefall - from 15.1 million units in 2008 to around 4.3 million units in 2019. The deal with Subaru helps Magellan continue to focus on its core strength. The caveat is that your car will need to have the Subaru Starlink system. It is included in some of the brand's vehicles, like the Impreza and the Crosstrek. On others it is a cost option - it's part of a $1,795 package on the Legacy, a $2,295 package on the Outback. The press release below can tell you more. Subaru Names Magellan Its Smartphone-based Cloud Navigation Partner Magellan SmartGPS Navigation to Power Future Subaru Vehicles Equipped with the SUBARU STARLINK Platform Powered by Clarion's Smart Access System Las Vegas, NV – January 4, 2016 – Magellan's SmartGPS navigation has been selected to be included with Subaru vehicles featuring the SUBARU STARLINK platform. The SUBARU STARLINK infotainment systems, available in Subaru vehicles, utilize Clarion's advanced Smart Access™ cloud connectivity platform to seamlessly sync and control cloud-based applications directly through the infotainment system's screen, providing immediate access to Magellan's SmartGPS navigation. Designed to support both Apple iOS and Android smartphones, the SUBARU STARLINK app brings continuously updated cloud applications to the vehicle's center stack display. Drivers can then access all STARLINK approved apps and services effortlessly, including Magellan's SmartGPS, allowing for safe access and display on the vehicle's touch panel. Magellan SmartGPS navigation will be available on future Subaru models.