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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.

Chevy Volt 'acceptable,' Nissan Leaf 'poor' in new IIHS safety tests

Ford C-Max Hybrid also scored "acceptable" rating. With US Nissan Leaf sales up almost 30 percent during the first half of the year, the only thing that might be able to stop the battery-electric vehicle is a good, stiff barrier. Unfortunately, thing's aren't always pretty when that happens in the real world, according to new tests from the Insurance Institute for Highway Safety (IIHS). Things with the Chevrolet Volt extended-range plug-in are a little bit rosier, though. The two plug-in vehicles were part of a batch of a dozen vehicles that just went through the IIHS's "small overlap" test, in which the driver's side front corner of the vehicle is crashed into a rigid barrier at 40 miles per hour. Out of the dozen, only the Mini Cooper Countryman was given a "good" rating. Five vehicles, including the Volt and the Ford C-Max Hybrid, were rated "acceptable," two were "marginal" and two, including the Leaf, were "poor." Plug-in vehicles are unique in the crash-test context because of their relatively large battery sizes. In the Volt's case, the driver had a "low risk" of injury, said the IIHS. But the Leaf's crash substantially pushed back the instrument panel and steering column, creating a scenario where the driver was "likely" to sustain leg injuries. The batteries in both the Leaf and the Volt passed safety tests specifically targeted at things like thermo and electrical properties and overall integrity. "Nissan is proud of the Leaf's 'Good' rating in all other IIHS tests, a 4-star NCAP rating from NHTSA and its IIHS Top Safety Pick rating in all previous years since the car's release," the company said in an e-mail sent to AutoblogGreen. "As for the performance of the 2014 Leaf in the 'small overlap frontal test,' Nissan will continue to review these and other results from the IIHS 'small overlap frontal test' as we seek opportunities for improvement." Check out the IIHS's press release and small car crash-test video footage below. Range of ratings: Small car ratings run the gamut in challenging small overlap front test The Mini Cooper Countryman is the only small car to earn a good rating among the latest group of 12 cars subjected to the Institute's small overlap front crash test. Two electric models and a hybrid also are in the mix, with varied results. The electric-powered Chevrolet Volt (with a gasoline engine "range extender") earns an acceptable rating, while its battery-electric rival, the Nissan Leaf, earns a poor rating.

Autoblog's top 50 car photos of 2016

This one shouldn't need much explanation. We like cars a whole lot, and that includes not just driving them but taking great pictures of them. We've collected our 50 favorite images from this year in the mega-gallery above. It's a mix of old and new, with a healthy dose of vintage and modern race cars mixed in, and not one single shot under the harsh lights of an auto show. So click through and enjoy. Featured Gallery Autoblog's Top 50 Photos of 2016 View 50 Photos Image Credit: Copyright 2016 Autoblog.com Audi BMW Chevrolet Dodge Ferrari Ford Lamborghini Mazda McLaren Mercedes-Benz Porsche Rolls-Royce Volvo Convertible Coupe Motorcycle Luxury Racing Vehicles Performance Supercars Classics