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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.

The 2021 F-150 elevates Ford's bed game

The new 2021 Ford F-150 is ushering in a new era of pickup capability, but there's more to it than the introduction of the PowerBoost hybrid. While that new powertrain is certainly the truck's headlining element, the supporting electrical architecture enables a level of utility that hasn't been offered in past consumer half-tons. The true party trick is Ford's new "Pro Power Onboard" feature, which is essentially a built-in generator that provides juice for the 2021 F-150's rather robust in-bed power station. This system is available even on gasoline-engine models, but its utility is maximized with the electrified powertrain. ICE models equipped with the option max out at 2.0 kilowatts, while the PowerBoost hybrid can be had with either a 2.4- or a whopping 7.2-kilowatt inverter.  The idea here is that the F-150 can essentially stand in for a high-output portable generator. In a worksite example provided by Ford, a PowerBoost model with the 7.2-kW upgrade and a single tank of fuel could provide 32 hours of power for an 1,800-watt compound miter saw, a 1,000W circular saw, a 1,200W battery charger, a 1,200W hammer drill, and a 1,000W air compressor with hundreds of watts to spare for lighting and other accessories. But even without the Pro Power Onboard option, Ford's new bed setup enables more versatility than in previous models. The new Tailgate Work Surface option adds a flat work area with integrated rulers, recesses for pencils or small tools, and even a stand for a personal device.  Ford is neither the first to offer an auxiliary power outlet in a half-ton pickup bed, nor was Ford the first to introduce a more feature-rich tailgate. GMC's MultiPro tailgate was a major innovation on that front, and while it is geared mostly toward improving the cargo utility of the bed, it can also be customized with 12-volt power and even an accessory speaker system. The Ram 1500 is also offered with both a multi-function tailgate and AC power in the bed, though the latter option is limited to models with the RamBox cargo package.  As half-ton pickups approach levels of towing and hauling capability that begin to blur lines with heavy-duty offerings, it's clear that automakers are looking for ways to differentiate themselves without stepping on their own bigger trucks' toes. These new bed and tailgate innovations may yet be the tip of the iceberg when it comes to full-size pickup versatility. Related Video:    

Fernando Alonso fails to qualify as Pagenaud takes Indy pole

Former Formula One world champion Fernando Alonso narrowly failed to qualify for the Indianapolis 500 on Sunday as France's Simon Pagenaud took pole position for the May 26 race. Kyle Kaiser beat out Alonso for the final spot in the 33-car field when he finished third, one spot ahead of the Spaniard, in a six-car shootout that determined the Indy 500's last row. The 23-year-old Kaiser, the last driver to take the track, averaged 227.372 mph for his four laps, a mere 0.019 mph ahead of Alonso's 227.353 mph average in the McLaren-prepared Chevrolet. "We never surrendered. We kept trying," Alonso, 37, told reporters after a tough week at the famed speedway. The Spaniard crashed his Chevrolet in practice on Wednesday and missed nearly two full days of practice while a back-up car was prepared. Then he tried five times on Saturday to qualify, puncturing a tire on the first attempt. Alonso had a completely new set up for Sunday's shootout but could not get the speed he needed to qualify. "I think the car felt better today than what we had yesterday. (So I am) happy with things we tried," he told reporters before learning he had not qualified. Pagenaud had a four-lap average speed of 229.992 mph to become the first Frenchman to take the pole since Rene Thomas in 1919. "It's just amazing," Pagenaud, who last week won the IndyCar Grand Prix on the track's road course, told NBC Sports. "Obviously last week was amazing, but this is even more special." He will be joined by Ed Carpenter (229.889) and Spencer Pigot (229.826) on the front row. But the Cinderella story belonged to Kaiser, the 33rd qualifier. "I don't think I can wrap my mind around what we just did," he said after bumping Alonso from the field. "This is all the credit to the team. They've been working non-stop trying to get this car ready for us and they did everything that we needed to get into this field." (Reporting by Gene Cherry in Raleigh, North Carolina; Editing by Ken Ferris)Related Video: Motorsports Chevrolet McLaren Racing Vehicles F1 IndyCar