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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.

Trucks and tidbits from GM's earnings report

General Motors announced this morning that 2018 was a good year for it financially, thanks in large part to the company's performance in North America, which was predicated, according to the company, on "strong pricing, surging crossover sales, successful execution of the company's full-size truck launch, growth of GM Financial earnings, and disciplined cost control." GM reported full-year income of $8.1 billion and EBIT-adjusted income of $11.8 billion. Crossover sales in 2018 were 1,034,808, an increase of 7 percent compared to 2017 deliveries. Throw in the body-on-frame SUVs and the ute number is a total 1,295,700. But let's face it: It is the trucks that really matter. The Chevy Silverado and Colorado, the GMC Sierra and Canyon. Altogether, GM sold 973,463 pickups in the U.S. in 2018. Although Ford gets bragging rights for F-Series sales, GM gets to point out that it has a greater aggregate number. An important factor regarding the trucks and the reported income is that during the last quarter, more than 90 percent of the new 2019 trucks were crew cabs (which have a higher sticker), and at GMC more than 70 percent were Denali and AT4 models (which have even higher stickers). According to reporting by Bloomberg, GM's pickup trucks combine for $65 billion in annual revenue. Clearly when the 2018 sales of the Silverado — 585,581— dwarf the combined sales of both Buick (206,863) and Cadillac combined (154,702), pickups are what matter to the overall health of the company in a way that it is difficult to otherwise achieve. The "disciplined cost control" is something that is very much in the public eye right now, as the company is taking out thousands of its workers, and there is still the "unallocated" plant situation and other plants that will remain under capacity. The numbers in GM's earnings report probably made Unifor members' heads explode in consternation, coming fresh off their Super Bowl ad: " GM, you may have forgotten our generosity, but we'll never forget your greed." But there are a couple of curiosities in the full GM earnings release. One is that so far as its autonomous efforts go, it mentions only that (1) in the first quarter of 2018 Cruise introduced a production-ready autonomous vehicle, and (2) Cruise attracted $5 billion in external capital from SoftBank and Honda. Not a whole lot of love for autonomy. Good thing they have the trucks to fund the program, to say nothing of the external capital.

Genovation Cars readies all-electric Corvette prototype

Chevy runs the full spectrum from some of the most environmentally friendly cars to the least. At one end are EVs like the Spark and Volt. At the other, performance models like the Camaro and Corvette. But one American company wants to bridge that divide. That company is Rockville, MD-based Genovation Cars, which reports that it is almost done building its prototype for an all-electric Corvette. Dubbed the Genovation Extreme Electric (or GXE for short), the prototype is based on a previous-generation 2006 Chevy Corvette Z06, but ditches its enormous 7.0-liter V8 for an array of inverters, batteries, and electric motors said to be good for over 700 horsepower and 600 pound-feet of torque. That promises to deliver a 0-60 time of about 3.0 seconds and a top speed in excess of 200 miles per hour. Those are supercar benchmarks for performance if we've ever seen them, and ought to leave even the top-spec Tesla Model S P85D in... well, not a cloud of smoke, but whatever the electric equivalent is, in a non-polluting cloud of that. The GXE is also supposed to be able to travel for 150 miles on a single charge, and handle well while it's at it with 50/50 front-rear weight distribution and a low center of gravity. Sorta like the Power Wheels 'Vette pictured above, then, but bigger and faster. Look for the GXE to debut at the Electric Vehicle Technology Expo this coming September in Michigan, after which Genovation says it will put the GXE to the test on the track to back up its performance claims. Genovation Cars Nearing Completion of High-Performance All-Electric Corvette, the GXE ROCKVILLE, Md.--(BUSINESS WIRE)--Genovation Cars is nearing the completion of a prototype high-performance all-electric Corvette called the Genovation Extreme Electric or GXE. Assembly of the GXE will be completed by the end of July, followed by a three-week testing phase. The GXE is based on a 2006 Z06 Corvette. Several contributors to the GXE effort have helped design and build record-breaking electric vehicles. They include an MIT electrical engineer and a mechanical engineer from Cosworth. "We are using state of the art inverters, batteries and electric motors that will produce in excess of 700-hp and 600 lb-ft of torque," said Genovation CEO Andrew Saul. "We expect the car to achieve 0-60 mph in around three seconds and have a top speed of over 200 mph.