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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 ups US sales projections to 500k units

Subaru is going absolutely gangbusters so far in 2014, with growing year-over-year sales every month this year adding to the streak of 33 consecutive months. The prognosis is so positive that the Japanese brand is revising its 2014 forecast to 500,000 vehicles or more, from a previous estimated 460,000. If it reaches the goal, it would be the first time that the automaker hit the half-million mark here.
Subaru has been growing steadily in the US for a while now. Annual sales have increased for the past five consecutive years with 2014 not indicating for that to change. For August alone, the company moved 50,246 vehicles, up 22.37 percent year-over-year, and the business proclaimed it as the best month in its history.
According to Subaru, it believes that the growth for the last two years has been fueled by the latest Forester and XV Crosstrek last year and the new Legacy and Outback this year. "The market is telling us that we are delivering products that consumers want at the right prices," said Thomas J. Doll, president and chief operating officer at Subaru of America. Scroll down to read the company's full announcement.

2019 Subaru Ascent First Drive Review | A three-row do-over

McMINNVILLE, Ore. — The brand-new 2019 Subaru Ascent could very well be called the Mulligan. You may have heard the term used by amateur golfers as a sort of do-over for an egregiously bad first shot. But in the case of the Ascent, Subaru's largest-ever vehicle, it means that the Japanese automaker gets one more chance to build a successful three-row crossover for America. Instead of trying to forget the unloved and slow-selling Tribeca, we get the sense that Subaru wants to keep that massive failure at the top of its collective mind. And we also got the sense that Subaru's engineers and product planners are confident that this time, they've hit a perfect drive off the tee — if not at Pebble Beach, then at least at one of the thousands of reasonably priced golf courses dotting the landscape of suburban America. All the pieces of the crossover puzzle are in place: seven- and eight-passenger seating options, a sizable cargo area, standard all-wheel drive, and class-appropriate fuel mileage estimates. But, this being a Subaru, the manner with which the Ascent hits its targets varies a great deal from many of its competitors. In place of a naturally-aspirated V6, as found in the Honda Pilot or Toyota Highlander, is a turbocharged four-cylinder. And instead of sleek styling meant to attract eyeballs at the expense of usability, the Ascent is boxy, upright, and, well, kinda boring. In person, the Ascent looks like an Outback-shaped balloon that's been blown up a bit too much. An oversize grille is flanked by big headlights at the top of the fascia and faux air intakes molded from matte black plastic at the bottom. It's bland, sure, but it's also not at all surprising that Subaru would err on the side of inoffensive after the design tragedy that was the face of the original B9 Tribeca. And while it definitely shares a strong family resemblance to the Outback, it's sufficiently different enough that buyers aren't likely to confuse the two on the showroom floor. There are some interesting creases and bends in the Ascent's bodysides that add visual interest to what would otherwise be big, flat, sheetmetal stampings. And we have to commend Subaru for its restrained use of plastic underbody cladding, especially since the original Outback helped popularize that trend in the mid-1990s. There's a reasonable glass-to-metal ratio that helps the interior cabin feel airy and bright. Getting into the Ascent's third row is made easier by a large, squared off rear door.