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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's 6.6-liter Duramax is pretty much all new

To say there's a heated battle in heavy-duty pickups is an understatement, with Chevrolet, Ford, and Ram constantly trading blows of increased torque, horsepower, and towing capacity. The latest salvo is the revised, more powerful turbo diesel 6.6-liter Duramax V8 in the 2017 Chevy Silverado. It has 910 pound-feet of torque, an increase of 145, putting it nearly level with the Ford Super Duty. Here's a closer look at where those gains come from. How exactly did Chevrolet add all that torque plus 48 horsepower? The automaker essentially took a fine-tooth comb to the entire engine. Chevy says it changed 90 percent of the V8, and the cumulative effect of those small changes adds up to big increases. As you might guess, the turbocharger is updated. The larger unit features electric actuation of the variable nozzle turbine (VNT), and what Chevy calls a double axle cartridge mechanism that separates the VNT moving parts from the housing. That helps with heat performance as well, with a claim that the exhaust side of the turbo can run continuously up to 1,436 degrees Fahrenheit. Helping that cause are six exhaust gaskets made of Inconel - an nickel alloy that contains chromium and iron – and upgraded stainless steel for the exhaust manifold. Despite having the same cast iron cylinder block, albeit with some minor enhancements, the engine has new cylinder heads, pistons, piston pins, connecting rods, and crankshaft, which have all been upgraded to handle 20 percent higher cylinder pressures. Alongside the increase in pressure, Chevrolet also increased the cylinder head's structure with a honeycomb design. The pattern features high-strength aluminum with dual layer water jackets that not only improve strength, but also optimize water flow for better cooling. For 2017, the cylinder head also benefits from integrated plenum that aids the engine in getting more air under heavy loads. The cylinder head isn't the only component to get a minor update, as the pistons have a larger diameter pin for improved oil flow. The same detailed improvements has been bestowed to the humble connecting rods (second in our hearts only to the inanimate carbon rod). The new design has the bolts oriented roughly 45-degrees to the rod instead of parallel. The angle split design, as it's called allows for easier passage through the cylinder.

Chevy's latest Silverado videos assume we're idiots

UPDATE: This article has been revised to reflect that any mention of materials used in a future Chevrolet Silverado is speculation. Can we have a sound, rational debate about the merits of aluminum versus steel? According to Chevrolet's latest marketing videos pitting the Silverado against the Ford F-150, the answer is no. The tone of all three ads is almost Orwellian: steel good, aluminum bad. Of course, this will all be a hilarious joke when an aluminum-bodied Silverado comes in 2018. That's an if, as a member of the General Motor public relations team has reminded me that any articles regarding future product are pure speculation. Until then Chevy needs to sell the current Silverado, with its body comprised chiefly of steel, against the Ford F-150's lightweight aluminum panels. Instead of touting the merits of the "most-dependable, longest lasting pickup," the strategy seems to center around negative propaganda towards the 13th element. The tone of all three ads is almost Orwellian: steel good, aluminum bad. Of the three videos, the most fair is Silverado vs. F-150 Repair Costs and Time: Howie Long Head to Head. Basically: aluminum costs more than steel, it's more difficult to repair, and requires special equipment for body shops. In terms of Chevy versus Ford, the blue oval truck costs more and takes longer to repair - an average of $1,755 more and 34 more days in the shop, according to the ad. But why stop there when you can have pitchman Howie Long raising an eyebrow at random facts? When Silverado Chief Engineer Eric Stanczak says of the Ford, "It's manufactured in a way that combines aluminum, rivets, and adhesive in a process that's different than Silverado." Long responds, "Huh. Interesting." At the end of the video, Long says "I'd be interested to know what happens to insurance costs." Note he's not saying anything substantive. If Chevy's legal team could sign off on some facts about insurance rates, it would be in this ad. On our Autoblog Cost to Own calculator, there is no significant difference in projected insurance costs between the two trucks. But at least that ad has facts. The other two videos are pure hype. In Cages: High Stength Steel, real people are asked what they think of aluminum and steel in a room with two cages. Then a bear is released into the room, and the subjects scurry to the safety of the steel cage.