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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.

Here’s how 20 popular EVs fared in cold-weather testing in Norway

Electric vehicles are known to suffer diminished performance in cold weather, but some do a better job than others hanging onto their range capacity while cabin heaters and frigid outdoor temperatures sap power from their batteries. Recently, the Norwegian Automobile Federation put the 20 of the best-selling battery-electric vehicles in the country to the test, to see not only how winter weather affected their range but also their charging times. The major findings: On average, electric vehicles lost 18.5% of their official driving range as determined by the European WLTP cycle. Electric vehicles also charge more slowly in cold temperatures. And interestingly, the researchers learned that EVs don’t simply shut down when they lose power but instead deliver a series of warnings to the driver, with driving comfort and speed levels maintained until the very last few miles. Because itÂ’s Norway, the worldÂ’s top market for electric and plug-in hybrid vehicles by market share, the test included many EVs that arenÂ’t available here in the U.S. But there are many familiar faces, among them the Nissan Leaf, Tesla Models S, 3 and X, Hyundai Kona (known here as the Kona Electric) and Ioniq, and Audi E-Tron. In terms of range, the top-performing EV was the Hyundai Kona, which lost only 9% of its official range, which the WTLP rated at 449 kilometers, or 279 miles, compared to its EPA-rated range of 258 miles on a full charge. It delivered 405 km, just enough to nudge it ahead of the Tesla Model 3, which returned 404 km. Other top performers included the Audi E-Tron, in both its 50 Quattro (13% lower range) and higher-powered 55 Quattro (14% lower) guises; the Hyundai Ioniq (10% lower); and Volkswagen e-Golf (11% lower). At 610 km (379 miles) the Tesla Model S has the longest WLTP range of all models tested and went the furthest, but still lost 23% of its range, though it also encountered energy-sapping heavy snow at the end of its test, when many cars had dropped out. The Model 3 lost 28% of its range. The worst performer? That goes to the Opel Ampera-e, better known stateside as the Chevrolet Bolt. It traveled 297 km (about 184 miles) in the test, which was nearly 30% lower than its stated WLTP range. We should also note that Opel, now owned by Groupe PSA, is phasing the car out in Europe and that Chevy recently upgraded the Bolt here in the U.S.

Submit your questions for Autoblog Podcast #323 LIVE!

We're set to record Autoblog Podcast #323 tonight, and you can drop us your questions and comments regarding the rest of the week's news via our Q&A module below. Subscribe to the Autoblog Podcast in iTunes if you haven't already done so, and if you want to take it all in live, tune in to our UStream (audio only) channel at 10:00 PM Eastern tonight.
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