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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.

Full-size trucks are the best and worst vehicles in America

You don’t need me to tell you that Americans love pickup trucks. And the bigger the truck, the more likely it seems to be seen as an object of desire. Monthly and yearly sales charts are something of a broken record; track one is the Ford F-Series, followed by the Chevy Silverado, RamÂ’s line of haulers, and somewhere not far down the line, the GMC Sierra. The big Japanese players fall in place a bit further below — not that thereÂ’s anything wrong with a hundred thousand Toyota Tundra sales — and one-size-smaller trucks like the Toyota Tacoma, Ford Ranger and Chevy Colorado have proven awfully popular, too. Along with their sales numbers, the average cost of new trucks has similarly been on the rise. Now, I donÂ’t pretend to have the right to tell people what they should or shouldnÂ’t buy with their own money. But I just canÂ’t wrap my head around why a growing number of Americans are choosing to spend huge sums of money on super luxurious pickup trucks. Let me first say I do understand the appeal. People like nice things, after all. I know I do. I myself am willing to spend way more than the average American on all sorts of discretionary things, from wine and liquor to cameras and lenses. IÂ’ve even spent my own money on vehicles that I donÂ’t need but want anyway. A certain vintage VW camper van certainly qualifies. I also currently own a big, inefficient SUV with a 454-cubic-inch big block V8. So if your answer to the question IÂ’m posing here is that youÂ’re willing to pay the better part of a hundred grand on a chromed-out and leather-lined pickup simply because you want to, then by all means — not that you need my permission — go buy one. The part I donÂ’t understand is this: Why wouldn't you, as a rational person, rather split your garage in half? On one side would sit a nice car that is quiet, rides and handles equally well and gets above average fuel mileage. Maybe it has a few hundred gasoline-fueled horsepower, or heck, maybe itÂ’s electric. On the other side (or even outside) is parked a decent pickup truck. One that can tow 10,000 pounds, haul something near a ton in the bed, and has all the goodies most Americans want in their cars, like cruise control, power windows and locks, keyless entry, and a decent infotainment screen.

GM tells owners not to use SUV wipers due to fire risk

General Motors is recalling 31,685 examples of the 2016 Buick Enclave, Chevrolet Traverse, and GMC Acadia because a short circuit in the windshield wiper motor can potentially lead to a fire. Due to the danger, the company is asking owners not to use the wipers until the problem is fixed, according to The Detroit Free Press citing the Associated Press. A manufacturing defect in the wiper motor cover means that the electrical terminals can come into contact and cause a short. The part could "melt, smoke, or catch fire," according to a statement from GM. The company will get them fixed immediately, and dealers will replace the cover. If there's bad weather at the time the owner specifies to get the recall work completed, the automaker will come pick up the crossovers. Depending on parts availability, the automaker will supply a rental car for customers, as well. The issue was discovered at the factory. According to the company's statement, only 6,405 actually made it to customers, and they were notified immediately by overnight letter. The rest were in dealer stock. The affected crossovers carry build dates between August 18, 2015 and September 24, 2015. Of those, there are 29,295 in the US and 1,073 in Canada. GM Statement: General Motors has told the National Highway Traffic Safety Administration that it will recall approximately 29,295 2016 model year Chevrolet Traverse, Buick Enclave and GMC Acadia SUVs in the U.S. because the front windshield wiper motor may overheat when in use because of a manufacturing defect. In some cases, the front windshield wiper motor cover may melt, smoke or catch fire. The approximately 6,405 customers who have taken delivery of these vehicles were notified by overnight letter and are urged to contact a GM dealer as soon as possible to arrange a service appointment. These customers should not use the front windshield wipers until they have been repaired. If weather conditions prevent driving the vehicle without using the windshield wipers, GM will arrange to pick up the vehicle for servicing. If repair parts are unavailable, GM will provide a rental car at no cost until parts become available. The total population, including Canada, Mexico and exports, is approximately 31,685. About 25,280 of these vehicles are in dealer stock and will not be sold until repairs are made.