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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.

GM plans new car family for global markets, $5B investment

Globalization remains all the rage in the auto industry, as manufacturers scramble to develop single vehicles that can easily be adapted to the world's disparate market places. Ford has been a champion of this movement, with its One Ford mandate, but now, its cross-town rival is getting in on the action, albeit on a smaller scale. General Motors has announced a $5-billion investment to develop a new Chevrolet-badged family vehicle for global growth markets, including Brazil, Mexico, India, and importantly, China. With the PRC listed as a target market for the new vehicle, it's no surprise that GM is teaming with its Chinese joint-venture partner, SAIC Motor, to develop the vehicle's architecture and engines. The first vehicles should be hitting dealers by 2019, with GM expecting to eventually move some two million units per year. "With a significant majority of anticipated automotive industry growth in 2015 to 2030 outside of mature markets, Chevrolet is taking steps to capitalize on that growth," GM President Dan Ammann said in the attached statement. "Strengthening Chevrolet's position through this major investment is consistent with our global strategy to ensure long-term profitable growth in the markets where we operate." GM is quite focused on developing markets for a new vehicle, going as far as to say that "mature markets" like the US aren't currently being considered for the new family vehicle. As for where it will be built, the press release specifically says it won't be exported to the US, meaning it will very likely be built abroad using parts from local suppliers. Read on for the official press release from General Motors. Chevrolet Strengthens Position in Growth Markets with $5 Billion Investment 2015-07-28 All-new vehicle family tailored to local customer requirements General Motors and SAIC Motor partnership further enhanced DETROIT – Chevrolet announced today it is investing $5 billion to strengthen its business in global growth markets through the development of an all-new vehicle family that will meet the rapidly changing demands of customers in these markets. "With a significant majority of anticipated automotive industry growth in 2015 to 2030 outside of mature markets, Chevrolet is taking steps to capitalize on that growth," said General Motors President Dan Ammann.

General Motors Recalls Nearly 780,000 Cars To Fix Deadly Problem

General Motors is recalling nearly 780,000 compact cars in North America because the engines can shut down unexpectedly and cause crashes. The company says six people have been killed in crashes related to the problem. The recall affects Chevrolet Cobalts and Pontiac G5s from the 2005 through 2007 model years. U.S. safety regulators say the weight of the key ring and rough roads can move the ignition switch out of the run position, cutting the engine and electricity. If that happens, air bags may not work. GM says there have been 22 crashes from the problem. All happened at high speeds. Dealers will replace the ignition switch for free. GM says owners should remove nonessential items from key rings until the problem is fixed. Related Gallery Chevy Impala Earns Highest Accolades From Consumer Reports Recalls Chevrolet GM Pontiac Cobalt