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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.

2014 Subaru XV Crosstrek Hybrid finally adds gas-electric option to the brand [w/video]

For a company that does a pretty great job of tying its vehicles to the environment - or, better said, to people who like to actually get out into the environment - Subaru hasn't exactly been a leader in green vehicle production. In fact, it's 2013 and the company is finally releasing its first-ever production hybrid, the XV Crosstrek Hybrid. Tom Doll, Subaru's executive vice president, admitted as much at the unveiling today at the New York Auto Show: "We at Subaru were not the first to market with a hybrid, but we sure made sure we did it right."
That may be, but for now the automaker doesn't want to tell us all the details of how right it is. We do know that the powertrain takes Subaru's 2.0-liter boxer engine and adds in a 13.4-horsepower electric motor and continuously variable transmission. All-wheel drive will be, of course, standard, and Subaru promises the XV Crosstrek Hybrid will offer the "same utility and versatility as the gasoline model," including 8.7 inches of ground clearance. The hybrid does weigh 300 pounds more, though, which required a re-engineered chassis.
The motor can move the lifted Impreza in all-electric mode up to 25 miles an hour (distance not specified). Subaru isn't talking precise fuel economy numbers, either, just that it will be the "most fuel-efficient all-wheel-drive crossover in America" and will unsurprisingly have start-stop functionality. We do hear, though, that the hybrid will get around 10-percent better fuel economy than the standard gas-only XV Crosstrek. The most efficient version of that car, the one with the CVT, gets 25 miles per gallon in the city, 33 highway and 28 combined. Whatever this hybrid XV Crosstrek gets, we expect Subaru'll sell a million in Portlandia. For more, scroll down to watch an official video and read the press release.

Subaru brings back the Barkley dogs in new TV spots

Who let the dogs out? Subaru did. And they're bringing them back. The company announced it's bringing back the Barkley family of Labradors and Golden Retrievers for a new series of TV spots called "Dog Tested. Dog Approved." Subaru aired the four 30-second ads during the 24th annual Screen Actors Guild Awards on Sunday, which it has sponsored for 14 years. They'll repeat on network and cable broadcasts and feature in targeted digital and social media promotions. Subaru used the Barkleys most recently to unveil its new Ascent three-row SUV during its "Welcome to SubaruVille" event at the L.A. Auto Show late last year. The stunt was widely deemed adorable. The family of dogs have appeared in the automaker's ads as far back as 2009. "With more than half of Subaru drivers having pets, we believe it is important to celebrate the love of pets shared by our owners," Alan Bethke, senior vice president of marketing at Subaru of America, said in a statement. "Pets are considered members of our Subaru family and utilizing the Barkleys in our campaigns allows us to connect with our customers in an authentic, fun and entertaining way." The new ads are "Car Wash," embedded atop this post; "Drop Off," about the first day of obedience school; "Driving Lesson," in which a parallel parking lesson is complicated by passing geese; and "Drive Away," about a teenage dog being picked up by his father at the Dog Bowl. Subaru said it will also sponsor this year's "Puppy Bowl XIV," which airs February 4 on Animal Planet on the same day as the Super Bowl, and it plans to partner with BuzzFeed and Funny or Die on custom content branded with the hash tag #MakeADogsDay later on in the campaign. Subaru partners with animal welfare organizations like the American Society for the Prevention of Cruelty to Animals as part of its Subaru Loves Pets campaign.Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. News Source: Subaru Auto News Marketing/Advertising Subaru Crossover SUV dogs subaru ascent