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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 Trax engineer says GMC version possible

The Buick Encore is doing so well and its platform-mate the Chevrolet Trax has such good reviewer vibes going for it already, that a GMC version hasn't been ruled out. During the recent press launch, Automotive News asked lead engineer Al Manzor if the Trax could wear a GMC-branded suit, to which Manzor replied, "I think that is certainly possible." That's a long way from telling us anything about the probability of a GMC version of the Trax, and a legion of questions would need to be answered before it could happen. How would a GMC version be priced to leave room for the $26,465 GMC Terrain but not eat into sales of the $20,995 Trax or the $24,035 Encore? Or would that matter? Could it primarily be considered to encourage a new faction of The Yukon Set at the compact end, GMC buyers being famously committed to the marque? And of course, would there be a Denali version? It'll probably be a long while before we have any kind of answers, but if you want to see it happen, the door to your campaign of persuasion is at least ajar.

2016 Chevy Malibu gets premium looks, hybrid model

The Chevrolet Malibu was once an automotive icon, but its modern reputation is one for underachievement. A new 2016 model seeks to restore the storied nameplate with improved styling, more interior room and a new hybrid version. It debuts Wednesday at the New York Auto Show. Put simply, "the goal was to put Chevrolet back in the midsize car segment," said John Cafaro, the brand's executive director of car design. In a crowded arena with 2.2 million sales up for grabs annually, Chevy has not been a player. Last year, the brand sold 188,519 Malibus, a six-percent decline from 2013, and fewer than half the number of Toyota Camrys and Honda Accords sold. Despite awards from J.D. Power and Associates and the Insurance Institute for Highway Safety, Chevy knew the Malibu needed a big change. New Skin, Lighter Bones The redesign has been in the works for at least three years. Although the Malibu is still based on GM's Epsilon 2 platform, the underpinnings are more derivative of the Impala than the outgoing model. The body structure makes greater use of high-strength steel, which helps reduce weight by 300 pounds. Size is more Impala-like as well, with 2.3 inches more overall length and a 3.6-inch wheelbase stretch contributing to greater interior space. A new skin covers the Malibu's lighter bones, and design language from the Impala gives its sibling sedan a fresher, more upscale appearance. To execute this premium appearance, Chevy turned to 25-year-old designer Jaymer Starbody, a four-year General Motors veteran and graduate from Detroit's College for Creative Studies. He described the new Malibu as having a "wheel-oriented" design, and the car looks poised to pounce from certain angles. Though the 2016 Malibu is the same width as before, designers stretched the creases and angles in the sheetmetal to create a flatter, sleeker appearance. The hood and cowl are lower, and the Malibu's face sparkles with LED running lamps on the top trim levels. Inside, the roomier cabin has a new center stack, satin chrome accents on the interior panel and a console storage area designed for mobile devices. Chevy MyLink with a seven-inch color touchscreen is standard on lower trims, and the top model upgrades to an eight-inch screen. Perforated leather seats and ambient lighting are also available options. The cabin was designed to look high-tech, but still remain easy to use, according to Chevy interior design director Crystal Windham.