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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.

2022 Chevy Suburban, Tahoe, GMC Yukon, Cadillac Escalade up another $1,600

The 2022 Chevrolet Tahoe and Suburban, the 2022 GMC Yukon and the 2022 Cadillac Escalade have all gone up by $1,600. The GM profit and loss department added $1,500 to the MSRP for each of the full-sized SUVs and $100 to their destination charges, that destination fee now $1,795 for each vehicle. It's not an inconsequential bump; however, considering where the trucks were priced at launch, and everything that's happened since, the latest retail prices don't seem that bad. Take the Suburban — in February 2020, Chevrolet practically carried over pricing for the truck with a revamped interior and independent rear suspension, starting it at $50,295 after destination. After this latest increase, the 2022 Tahoe LS in two-wheel drive costs $55,590, after destination.  The delta between the 2021 Suburban at launch in March 2020 and the current model is a little grander compared to the Tahoe, like the SUV itself. Back then, it started at $52,295, the same price as the outgoing model. After this third price increase in the past year, the 2022 Suburban LS in 2WD starts at $61,290 after destination. GM Authority says the 2023 Tahoe and Suburban are reportedly headed down production lines in the middle of July. The biggest addition to both models will be the availability of Super Cruise, which is already available on the sister SUV, the Cadillac Escalade. The hands-free driving assistance feature can only be optioned on the Premier and High Country trims. It costs $2,500 to put Super Cruise on the Escalade. GM hasn't divulged the feature's price yet for the Chevy twins; that's likely to come when the automaker announces 2023 Tahoe and Suburban MSRPs, so beware of more potential price increases. After that, there's a heavy refresh planned for the 2024 model year, including a new instrument panel design that looks like it replaces the current gauge cluster with a large, freestanding screen.  The Yukon's entry-level price goes up to $57,590 for the SLE trim turning the rear axle.   The Cadillac Escalade's second MSRP bump takes it to $81,235 for the Luxury 600 trim in 2WD, and $84,235 for the extended ESV model in the same trim. The price creep hasn't stopped Escalades from pulling off dealer lots almost as soon as they're delivered, sales for the first quarter of the year totaling 10,505 units, trouncing domestic and foreign competition. Related video:

New recall issued in 2019 Chevy Silverado and GMC Sierra brake software saga

General Motors (GM) has issued a new recall for select 2019 Chevy Silverado 1500 and GMC Sierra 1500 pickup trucks that aims to resolve a faulty fix for a previous recall. According to National Highway Traffic Safety Administration (NHTSA) campaign No. 20V055000, a software update for the Electronic Brake Control Module (EBCM) could cause the electronic brake assist to be disabled.  The NHTSA first launched a recall for 463,995 Silverados, Sierras, and Cadillac CT6es on December 12, 2019 due to a software issue in the electronic brake control module (EBCM) that could disable the electronic stability control (ESC) and anti-lock braking system (ABS). As a response and resolution to that recall, GM began to reprogram the software in affected vehicles. GM later learned that the fix was creating a different problem. The installed software had its own error that was disabling the electronic brake assist. If customers see “Service Brake Assist” or “Service ECS" diagnostic warnings, they should park the vehicle and have it towed to a dealership, GM warns. While GM was going through the process of testing, pinpointing the issue, determining action and working with the NHTSA, safety experts have criticized Chevrolet and GMC for not reacting promptly and appropriately.  According to the recall, 148,055 are now affected, all of which do not meet the standards of Federal Motor Vehicle Safety Standard (FMVSS) number 126, "Electronic Stability Control" and 135, "Light Vehicle Brake Systems." To fix the braking issue, GM will once again reprogram the software. GM began notifying owners of the recall on February 10, 2020. Related Video: