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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.

Honda CR-V vs. Subaru Forester Cupholder Test | King of cups

When I got our long-term Subaru Forester back from the shop to fix a mysterious source of moisture, I also happened to have a Honda CR-V Hybrid taking up temporary residence in my driveway. After testing out my large son's car seat in each to these two right-sized vehicles, I moved on to the examine their capacity for the second-most-precious cargo they could carry: beverages.  I counted eight cupholders in each of these cars, which amounts to two per outboard passenger. Two front cupholders on the center console, one in each front door, one in each rear door, and two in the center armrest that folds down in each rear row. That's not Subaru Ascent levels of beverage storage (19 cupholders!), but it should be plenty to keep a family hydrated on a short-to-medium drive. Though these two appear to be equal in quantity, let's take a closer look and see if they're equal in quality, too. I brought along a Klean Kanteen bottle that's about the same size as most other brand of metal water bottles folks carry around, a big Corkcicle 24-ounce insulated tumbler, a standard 12-ounce soda can, and a skinny, 7.5-ounce soda can that's the same width as a lot of canned energy drinks. As a bonus, I — the man known to Twitter as "that one dude with the Nalgene bottle" — brought my trusty 32-ounce Nalgene to see if it fits anywhere. Let's start with the spots we use the most. I like the placement of the CR-V's front cupholders for their easy reach, but beverages block the wireless charging pad (only available on the Touring trim and as Riswick discovered, it has issues). In the Forester they're further back, out of the way of the center stack, but a somewhat awkward angle for retrieval. Now let's fill 'em up, starting with the Honda. As expected, there's plenty of room for the cans, but perhaps too much room. They both wobble around quite a bit in there. The bottle and cup fit much more securely, but the water bottle rattles around a bit in there. The Corkcicle cup is going nowhere. In the Forester, the little rubber doodads inside the cupholder do a much better job of holding even the smaller can in place. A perfect fit! As for the reusables, the Corkcicle cup is snug, while the bottle has a little bit of wiggle room, though not quite as much as in the CR-V. OK, let's try the front door pockets. In the CR-V, the cans are a bit loose, but the purple Klean Kanteen fits as though the pocket were designed for it. The mighty Corkcicle is too big to fit securely.

2019 Subaru Forester Long-Term Update | A (mostly) trouble-free 12,000 miles

Our long-term 2019 Subaru Forester has been a real workhorse in our fleet from the time we took delivery late last year. We’ve managed to rack up over 12,000 miles in the first five months — itÂ’s been east and west of Michigan so far, but nowhere further than a dayÂ’s drive away. WeÂ’ll take it on a longer road trip soon. Since Subaru calls for 6,000-mile service intervals, our local Subaru dealer just finished up the second service call on the crossover. Both services have housed mini-events on top of the scheduled work. Subaru changed the oil, replaced the oil filter, rotated the tires and performed a multi-point inspection on both occasions. However, the first service also involved a windshield replacement. Days before our appointment with Subaru, one editor met with a rather large stone that was kicked up on the highway. This caused a large chip in the windshield that quickly developed into a crack meandering across the passenger side of the glass. After the new glass was installed, the Subaru techs had to recalibrate its Eyesight technology so the adaptive cruise control and lane-keeping tech would work correctly. It wasnÂ’t cheap — Subaru charges $250 for an Eyesight calibration after a new windshield is put in. The second visit called for everything else, plus a new cabin air filter. There was a little more to the second visit than what we had planned for, though. Just a week or so prior to taking it in, the driver door window switches quit working. None of the four window switches functioned. This lasted for a few days, but it miraculously fixed itself just before our appointment with Subaru. But we noted the issue to the Subaru dealer. The techs couldnÂ’t find anything amiss after disassembling it, and they sent us on our way. As of this writing, the windows are still functioning without issue. WeÂ’re keeping a close eye on them. Other than the head-scratching window problem, our Forester has performed admirably. We havenÂ’t noticed any egregious squeaks or rattles developing yet, and the 2.5-liter flat-four continues to hum along to its rather loud and thumpy beat.  Our winter tires and gold Sparco wheels have been getting attention around Michigan, too. Compliments are lobbed our way at gas stations, and one individual even asked us if we were selling. The ForesterÂ’s exterior design isnÂ’t as interesting as it used to be, but adding gold wheels to the equation has upped the cool factor tremendously.