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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.

Someone has already test driven the 2016 Chevy Volt

Due to some well-placed connections at General Motors Canada headquarters in Oshawa, a senior member of the gm-volt.com forum with the handle "kickincanada" got about 30 minutes behind the wheel of a 2016 Chevrolet Volt. Kickincanada owns a 2012 Volt, and other than personal reservations over the styling of the new car, he came way nothing but impressed by the second-generation hybrid. He drove the Premier trim, posted his observations on the site, then answered questions for other owners desperate to find out what's coming. He said the interior materials are "more upscale," there is less hard plastic and better leather, the seats are more comfortable, and ergonomically, "Everything is beautifully laid out." Although obviously not as luxurious, the interior reminded him of the Cadillac ELR. Tech touches like a better display, Apple integration, a wireless charging area for the phone, heated rear seats, and a better rear console were also worth noting. As for driving, Kickincanada called it "incredible." The "much more luxurious drive" comes courtesy of a "firm and sporty" suspension setup, less NVH thanks to more sound insulation, quieter Michelin Energy Saver tires, and quieter operation of the genset ICE. He said acceleration from a standstill felt quicker because there was no delay between applying the throttle and the car taking off. He estimates owners should be able to get about 100 kilometers (62 miles) out of the electric mode alone on a full charge, and that the new Volt is "clearly improved in almost every way" (the car's official range, as determined by the EPA, is 53 electric miles). We look forward to finding out ourselves. Click through to gm-volt to read all of his thoughts and responses if there's a hybrid purchase in your future. Related Video:

GM recalling 426,000 sedans over faulty transmission shift cable

General Motors is recalling some 426,240 sedans that may have a faulty transmission shift cable, according to a National Highway Traffic Safety Administration report this morning. The recall concerns a fault within four-speed automatic transmissions equipped on 2007-2010 Saturn Aura models, and 2008-2010 Chevrolet Malibu and Pontiac G6 models.
The report specifies that tabs on the transmission shift cable may fracture and separate. Such a fault could cause a discrepancy between the actual position of the transmission and the apparent position of the shift lever.
GM is currently working to notify owners of the vehicles in question, and dealers will check and replace shift cables free of charge. Scroll down to read the complete NHTSA report.