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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.

It's time for Corvette to attack Porsche

For most of its existence, Porsche was a smug little sports car company with a fairly limited lineup and small but steady sales. Any time the company strayed from its air-cooled, rear engine formula, the purists would turn their noses. The 944? The 948? "Not a proper Porsche," they'd sniff. And then came the greatest sin of them all: the Cayenne. To the purists, this was treason. Porsche making an SUV? Horrors! Of course, you all know how it turned out. Porsche grew to be a profit-generating juggernaut within the Volkswagen Group. And since one SUV wasn't enough they added another, the Macan. By the end of the decade Porsche will have quadrupled its global sales. You have to wonder what else it has up its sleeve. Couldn't this be a lesson for General Motors? It has a terrific sports car brand in Corvette. In fact, it's arguably the most iconic brand within GM's full-line portfolio. But for its entire existence that brand has been locked up within Chevrolet. Maybe it's time for GM to treat Corvette as a stand-alone company. Maybe it's time for GM to unlock that brand and treat Corvette as a stand-alone company. A Corvette SUV could be a killer first step. Since Porsche only makes two SUVs, maybe Corvette could make three. Small, medium, and large. And just as Porsche has the Panamera, an executive sedan from team Corvette could become an instant "gotta-have" for the yacht-buying jet set. Of course, the Corvette purists will cringe. And the biggest hue and cry will come from Chevrolet's US dealers. That's why the best place to launch the new Corvette brand would be far away from those franchisees: in China. Chinese consumers have no pre-conceived ideas that 'Vettes can only be sold in Chevy stores. And Chinese enthusiasts very much admire Corvette's historic pedigree. You've no doubt read about how Chinese authorities are cracking down on conspicuous consumption. That makes the timing even better. Corvette's selling point has always been that it is an amazing bargain for the performance you get. What a perfect way to undercut Porsche. In fact, pairing the Corvette brand with Cadillac in China could be just the shot in the arm that Cadillac's Chinese dealers need. Despite having very competitive cars, Cadillac lags far behind Audi, Mercedes, and BMW. What Cadillac dealers need is a lot more showroom traffic. And a jaw dropping lineup of Corvette-branded vehicles could bring in throngs of buyers.

Meet Alex Archer, the engineer behind GM's power-sliding center console

In 2009, a GM manager complained to a 59-year-old GM technician about the hassle of retrieving items from a pickup truck bed after driving shifted the cargo. In two days, the tech had come up with the ideas that, ten years later, would debut as the MultiPro tailgate. The engineering teams kept the tailgate secret in part by hiding mock-ups in a locked storage closet in GM's Vehicle Engineering Center in Warren Michigan for two years. A piece in the Detroit Free Press reveals that another storage closet in Warren would play the same role in a different cloak-and-dagger operation, this time for the power-sliding center console in GM's new full-sized SUVs. During a meeting in early 2017, bosses gave the job of the console's creation to 24-year-old design release engineer Alex Archer, just two years out of Stanford University with a degree in engineering and product design.  This time, the catalyst for the feature was an internal GM think tank called co:lab, where employees suggest ideas. Execs gave Archer the task because "They needed someone willing to ask a lot of questions," her 36-month mandate to produce a six-way console that could be a standard cubby or a gaping maw able to swallow four gallon jugs or hide a secret compartment. Clearly, she succeeded. It took Archer and the team nine months to devise a prototype, another six months to get the green light for production. As with the tailgate, the team working on the console grew to include designers, production engineers, and suppliers. Archer, now 26, shepherded the process, and her name is on the patent. "It took a ton of people, I'm just somebody who stuck with it the whole time," she said. GM like her work well enough to produce the "Day in the Life" segment above, five months before the world would hear about the console. Archer's path to engineering was as unlikely as getting the job for the console. She had entered Stanford with plans to be a doctor. But an innovation class during her freshman year, and a sophomore summer spent helping her grandfather rebuild a 1937 MG engine recharted her course. Her grandfather told her, "You know, you could be an engineer for a car company." Consumer reaction to Archer's work won't be far off, the SUVs slated to hit dealerships soon. Meanwhile, she's busy on something that could be just as intense as the console: Restoring a 1955 Packard Clipper in her garage. Head to Freep to check out the story of Archer and the console. Related Video: