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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.

Made in America | These cars top the most-American list

The car with the most American/Canadian content for 2022 is ... cue the drumroll ... the Lincoln Corsair, in both standard gasoline-fueled and plug-in hybrid guise. Both versions of Lincoln's compact luxury crossover earned a score of 86 — due to 72% of its parts coming from one of the two aforementioned countries — in the American University Kogod Business School's annual "Made in America Auto Index." Last year's leader, the 2021 Ford Mustang GT (when equipped with a manual transmission) fell all the way to 22nd place with a 50% rating due to a switch in transmissions sourced from Mexico. In case you're interested, that puts Ford's red-blooded American ponycar below vehicles like the Kia Sorento, Mercedes-Benz GLE-Class SUV and Lexus ES. If you're wondering how an American car that's assembled within the borders of the United States could rank below a model from a Korean, German or Japanese automaker, well, we'll let Kogod explain: "The components of the index are based on research performed by the Center for Automotive Research in Ann Arbor Michigan regarding the economic value of different components of auto manufacturing. For example, the highest ranked cars are made by U.S.-based manufacturers using American engines and transmissions, and with a high AALA percentage of U.S. and Canadian parts." There are 25 total vehicles listed in the Top 10 (there are lots of ties this year). Here's the full list: (1) Lincoln Corsair: 86 (1) Lincoln Corsair PHEV: 86 (2) Tesla Model 3 Long Range: 82.5 (3) Chevrolet Corvette Sting Ray: 81 (4) Chevrolet Colorado: 80.5 (5) Jeep Cherokee Latitude 4x4: 80 (5) Jeep Cherokee Trailhawk: 80 (5) Tesla Model 3 Performance: 80 (5) Tesla Model Y: 80 (6) Dodge Durango Citadel: 79.5 (6) Dodge Durango Blacktop AWD: 79.5 (7) Honda Passport Trailsport: 78.5 (8) Ford F-150 2.7L, 3.3L, 5.0L: 77.5 (8) Ford Ranger: 77.5 (8) Ford Bronco automatic: 77.5 (8) Tesla Model S: 77.5 (8) Tesla Model X: 77.5 (9) Jeep Grand Cherokee Laredo 3.6L: 77 (9) Jeep Grand Cherokee L LTD: 77 (9) Jeep Grand Cherokee Overland 3.6L: 77 (9) Chevrolet Camaro automatic: 77 (10) Honda Odyssey: 76 (10) Honda Ridgeline: 76 (10) Honda Pilot: 76 There's a whole long list of reasons for the above scores, with seven criteria that include factory location, headquarters location and where its various bits and pieces come from.

UAW Chief Shawn Fain disrupts Detroit's labor tradition

He's known to quote the Bible and Nation of Islam civil rights leader Malcolm X. He's a social media fanatic who keeps the pay stubs of his union member grandfather in his wallet. And now, Shawn Fain is representing nearly 150,000 auto workers in one of the biggest labor strikes in decades. In taking action against all three Detroit carmakers, Fain, the head of the United Auto Workers, has remade the strategy of the union he leads, choosing a bolder, much riskier path than his predecessors after he won office by a narrow margin in a first-ever direct election earlier this year. The strike started as the clock hit midnight on Friday, and followed Fain's decision to open negotiations with Ford Motor, General Motors and Stellantis simultaneously and eschew public niceties involving choreographed handshakes that famously kicked off previous negotiating efforts. The strategy is not without risk. A weeks-long strike would hit workers who live paycheck to paycheck, while the Detroit Three automakers have billions in cash to withstand the walkout. Fain, 54, has made creative use of social media, appearances on network and cable news programs and alliances with high-profile progressive politicians such as U.S. Senator Bernie Sanders, to reframe the UAW's contract bargaining as a battle to re-set the balance of power between workers and global corporations. He has rebutted automakers' concerns about labor costs by pointing out that they have poured billions into share buybacks to benefit investors. "If they’ve got money for Wall Street they sure as hell have money for the workers making the product," he said. “We fight for the good of the entire working class and the poor." In lengthy social media talks to UAW members, Fain alternates quoting Bible verses with the use of charts and graphs to dissect wage and benefit offers from the automakers - details his predecessors kept behind closed doors during bargaining crunch time. Fain, in his unorthodox approach, ran what amounted to a public auction among the companies to push each one to top the other to avoid a costly walkout. Prior UAW presidents picked just one automaker to set a pattern for the other two. Over and over, Fain has told UAW members at the Detroit Three that they can reverse 20 years of wage and retiree benefit concessions, stop further plant closures and end a seniority-based, tiered compensation system that pays new hires as much as 44% less than veteran workers.