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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.

CNG Chevy Impala launch delay grows to a year

The 2015 Chevrolet Impala Bi-Fuel was announced in Washington D.C. in late 2013 by Dan Akerson and was supposed to be on sale by the summer of 2014. Capable of running on gasoline and compressed natural gas, the sedan was said to offer a novel solution at a time when gas prices were high. The vehicles still haven't arrived at dealers, though, and according to Automotive News, a quality issue has set back the launch even a few months more. Using a modified 3.6-liter V6 with hardened valves and valve seats, the Bi-Fuel Impala has separate tanks for gasoline and CNG that it can switch between on the fly. When running on the cheaper natural gas, the sedan was estimated to get 19 miles per gallon in the city and offer 150 miles of range, and the total driving distance was predicted at around 500 miles. The base price was set at $38,210, after the $825 destination charge. The only other major tradeoff was a smaller trunk to accommodate the extra fuel. However, the first shipments of the bi-fuel models now aren't expected until mid-July – about a year later than the scheduled launch. A memo to dealers obtained by Automotive News said the sedan "has been delayed by a second quality hold" to look at the CNG system. The exact details surrounding this problem haven't been released. "We have identified a solution to the delay and are working hard to implement it within the next few months," General Motors spokesperson Chad Lyons said to Automotive News. Around 200 Bi-Fuel Impalas have been made, but none are yet in the hands of customers. Dealers should be able to order 2016 model year examples starting in the third quarter of this year.

GM's Oshawa plant may close after Camaro production moves

Most of the time, when vehicle production is moved from one assembly plant to another, it spells bad news for the former. While General Motors won't go so far as to say its Oshawa, Ontario factory, which is losing the Chevrolet Camaro to the Lansing Grand River plant, is in trouble, analysts seem to think the factory's days are numbered. Forecasts for the facility are far from positive. The loss of the Camaro this year, combined with GM's targeted shutdown of a single-shift assembly line responsible for the fleet-only Chevy Impala Limited and the Equinox crossover is a bad enough omen. But with AutoForecast Solutions CEO Joe McCabe telling The Detroit News that the plant's other two products, the Cadillac XTS and Buick Regal, aren't likely to stick around beyond 2017, things look decidedly grim at Oshawa. "There is a fairly strong chance that the plant could close," Jeff Schuster, senior VP of forecasting for LMC Automotive, told The Detroit News. That doesn't mean that Unifor, Canada's auto union, and the Canadian government are going to let the factory die without a fight. And with the latter chipping in $10 billion as part of GM's 2009 bailout, you might think it has a degree of leverage in the situation. A meeting between the government and the Detroit Three at the 2015 North American International Auto Show revealed that Oshawa is already a topic of conversation. "We made it very clear that we would like to see an indication on the future of Oshawa sooner, in particular because the timing is very challenging for our supply chain to be able to adjust to potentially future orders or changes, but also to know that there are going to be future opportunities at Oshawa," Ontario's Minister of Economic, Development, Employment and Infrastructure Brad Duguid told The Detroit News. "Bottom line: It's time they made a longer-term commitment here," Unifor President Jerry Dias said, echoing Duguid's statements. It's unclear if this sort of strong talk will be enough to save 3,300-plus employees, although based on the analysts' forecasts, we doubt it.