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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.

Chevy Corvette is latest car breached by hackers

UPDATE: This story has been updated with comment from General Motors. In the latest car-hacking exploit in a summer full of them, researchers from the University of California-San Diego say they've found a way to manipulate braking in a 2013 Chevrolet Corvette. The vulnerabilities may not be limited to that model. Cyber-security researchers breached the car's security systems via a device they had plugged into the Corvette's OBD-II port, and through that connection, they sent messages that could turn windshield wipers on and off and tamper with the brakes as the car drove at low speeds. It's the latest in a series of car hacks that involve access to critical systems obtained via the OBD-II port, where drivers can plug in devices that provide anything from diagnostic information for mechanics to driving information for insurance companies. Last November, cyber-security engineers from Argus Cyber Security remotely controlled vehicle functions in a car that had a OBD-II dongle called a Zubie installed. In January, researchers from Digital Bond Labs found security holes in an information-tracking dongle popular with more than 2 million Progressive Insurance customers. Those came before prominent hacks unveiled in recent weeks, in which researchers remotely commandeered control of a Jeep Cherokee and, separately, showcased problems with GM's OnStar infotainment system. Regarding the dongles that plug into the OBD-II ports, Stefan Savage, a Cal-San Diego professor involved in the research, tells WIRED that, "we acquired some of these things, reverse-engineered them, and along the way, found that they had a whole bunch of security deficiencies." Savage and others unveiled the latest study at the Usenix security conference Tuesday. In a video of their exploit entitled "Fast and Vulnerable," they show how they sent SMS messages from a smartphone to the dongle plugged into the car's OBD-II port. From there, their messages accessed the CAN bus, a network on the car that connects individual electronic control units, which control dozens of vehicle functions. As they send the commands to brake the car, the driver of the Corvette notes "the pedal doesn't react to any pressure." General Motors issued a written response Wednesday, warning drivers to be careful with third-party devices they plug into their OBD-II ports.

CES 2020 and Carlos Ghosn | Autoblog Podcast #609

Welcome to a new decade of the Autoblog Podcast. In this week's episode, Editor-in-Chief Greg Migliore is joined by Senior Editor Alex Kierstein and Senior Editor, Green, John Beltz Snyder. First they talk about their early impressions of CES 2020 in Las Vegas, in particular how interesting Sony's Vision-S Concept is. Then they talk about the intriguing saga and daring escape of former Nissan boss and global fugitive Carlos Ghosn. After that, they turn their attention to what they've been driving, including the Genesis G70, Chevy Blazer and Hyundai Santa Fe. Finally, they help a listener pick a new fun toy to replace an unloved Porsche Cayman in the "Spend My Money" segment. Autoblog Podcast #609 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown CES 2020 And that excellent Sony Vision-S Concept What's going on with Carlos Ghosn? Cars we're driving:2020 Genesis G70 2.0T Sport RWD 2020 Chevrolet Blazer Premier AWD 2020 Hyundai Santa Fe 2.0T AWD Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: