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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.

GM expected to debut two new crossovers at Detroit Auto Show

Next month, General Motors is expected to debut two new crossovers at the North American International Auto Show. That's according to Automotive News and The Wall Street Journal, which reports that the successors to the aging Chevrolet Traverse and GMC Terrain will finally make their debut. The two crossovers have been on sale since 2009 and 2010 respectively and are due for updates as the competition has newer models on the market. Both crossovers play in growing market segments where sales success is crucial for the respective brands. GM, and the automotive industry as a whole, has been shifting its focus towards crossovers in the last few years. The Traverse and the Terrain are some of the oldest SUVs on the market and are in dire need of an update. GMC's Acadia, the former corporate clone to the Traverse (and Buick Acadia), switched to a new platform in 2016. And the Terrain's platform-mate, the Chevrolet Equinox, was revealed a few months ago. Both the new Chevy and GMC models are expected to go on sale late in 2017 as 2018 models. Look for a follow up to the Traverse's sister, the Buick Enclave, to make an appearance soon. Related Video: News Source: The Wall Street Journal via Automotive NewsImage Credit: Reuters Rumormill Detroit Auto Show Chevrolet GMC Crossover SUV gmc terrain 2017 Detroit Auto Show

2014-15 Chevy Impala recalled over airbag fault

Over 5,700 current-generation Chevrolet Impala sedans are being recalled, General Motors announced today. The fullsize four-doors suffer from an issue with the front seats. According to a report from The Detroit News, a production problem during the seat steaming process could cause "a calibration error in the electronic control module." In turn, that would cause an issue with the Automatic Occupant Sensing system. The AOS is a crucial element, as it looks at the weight on the front seat to determine whether the airbags should be armed or not. According to a bulletin from the National Highway Traffic Safety Administration, a problem with the system could mean that the airbags deploy when they shouldn't, such as when there's a child or infant seat mounted in front. The problem is limited to 2014 and 2015 models that have both heated and vented front seats. Owners will be asked to report to dealers for a free recalibration and ECU reset. Scroll down for the official bulletin from NHTSA. Related Video: Report Receipt Date: JUL 24, 2015 NHTSA Campaign Number: 15V465000 Component(s): AIR BAGS Manufacturer: General Motors LLC SUMMARY: General Motors LLC (GM) is recalling certain model year 2014-2015 Chevrolet Impala vehicles manufactured April 15, 2013, to June 19, 2015, equipped with front vented-heated passenger seats. Accordingly, the Automatic Occupant Sensing (AOS) system may fail to suppress the front passenger air bag if a child seat is in the front passenger seat. These vehicles fail to comply with the requirements of Federal Motor Vehicle Safety Standard (FMVSS) No. 208, "Occupant Crash Protection." CONSEQUENCE: If the front passenger air bag deploys with a child seat in the front passenger seat, it increases the risk of injury to the child. REMEDY: GM will notify owners, and dealers will correct the calibration-learning error by preconditioning the empty seat, and also resetting the ECU to a seat zero-value, free of charge. The manufacturer has not yet provided a notification schedule. Owners may contact Chevrolet customer service at 1-800-222-1020. GM's number for this recall is 15400. NOTES: Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.