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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.

Now's the time to buy a cheap first-gen Chevy Volt

Would you fork over 18 grand and change for a new Chevrolet Volt extended-range plug-in vehicle? If so, there are some for the taking. Since the updated Volt is about ready to hit dealerships, current models have become a lot easier to afford. For some reason, it appears the best deals are in Iowa, recalling some sort of Field of Dreams-style whispering voice luring car shoppers to their first plug-in vehicle, according to EV Obsession. To wit, a couple of 2014 Volts with a sticker price in the $35,000 range are being offered for less than $26,000 in that Midwestern state. Factor in the $7,500 tax credit from the federal government, and the Volt can be had for less than the sticker price of a Toyota Prius C compact hybrid. Chevy started priming that particular pump earlier this year, though didn't appear to have a ton of success. This past spring, Chevrolet was offering some impressive lease deals on the Volt, with monthly payments dropping to less than $250. There's a reason buyers will want to wait for the second-generation Volt. The 2016 version will have a 53-mile all-electric range, up from the 38-mile range in the current version, along with 106 MPGe. Some will say that the style is improved as well, and the first-gen's touch-sensitive control panel was discarded for more buttons. Still, if you're more concerned about price than having the newest car on the lot, now's a good time to shop. And speaking of the current version, sales remain down substantially. Last month, Chevy moved 1,380 Volts, a 45-percent plunge from a year earlier. Through August, Volt sales were down 37 percent this year compared to 2014 numbers, to 8,315 units.

OnStar to offer 90-day driving assessment, possible insurance discount

General Motors has announced a brace of new features for OnStar, two of which could help you save money assuming you're willing to sign over some (more) personal details. The first is a driving assessment program in which OnStar takes note of certain driving parameters for 90 days, then provides the driver feedback on their driving, both individually and when compared to other drivers in the program, as well as driving tips. Think of it as OnStar's ICE version of the Nissan Leaf's CARWING feature that compares how efficient your electric driving is compared to other BEV drivers. In this case, though, certain drivers will have the chance to share their assessment with Progressive Insurance, and if the numbers are right they might get a "driving-based" discount from the insurance company. The assessment program is voluntary, and requires opting in. It will be available this summer on all new GM cars and some GM vehicles back to 2013. In case this sounds like Big Brother, let's not forget that Big Brother is already here and moved in so long ago that he's a member of the Kiwanis club and is hosting neighborhood block parties. Progressive already has a million enrollees in a program called Snapshot that tracks OBD II data to offer usage-based insurance to provide annual pricing based on how much you drive your car, with discounts of up to 30 percent. The OnStar effort is just another way to do that. The second feature is proximity offers through AtYourService, which notifies drivers to deals and information on their driving route and provides coupons from RetailMeNot and Entertainment Book. Beyond that, a deal with Priceline will let OnStar agents book hotels for you starting this year, there's a tie-in with Dunkin' Donuts, too, but we're fuzzy on those benefits, and third new feature lets Chevrolet owners know when certain parts need replacing. News Source: Detroit NewsImage Credit: AP Photo/Carlos Osorio Chevrolet GM Technology