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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.

How Chevy used popular Instagram user to promote 2016 Volt

A picture is worth a thousand words. When it comes to Chevrolet and its Volt extended-range plug-in, the automaker is hoping pictures can be turned into a few more buyers. The company extended a little love to one popular social-media practitioner to see if the trick works. Former biochemical engineer Kevin Lu started his Instagram account a couple of years ago during a road trip, and the quality of his shots has attracted about 181,000 followers. With that popularity in mind, Chevy brought Lu up to Detroit to check out the unveiling of the next-generation Volt at the Detroit Auto Show last month. Lu also got to see the Detroit-Hamtramck Assembly factory where the Volt is built, Automotive News reports. As for the next-gen Volt, Chevy says a more efficient powertrain and lighter battery help give the car an all-electric range of up to 50 miles and a total driving distance of more than 400 miles. Chevy also touts the model's streamlined grille and (tight) seating for three in the rear. General Motors hopes a combination of those improvements and exposure from sources such as Lu and his Instagram account (and some sleepy ads, apparently) revitalize sales of the model. Last year, Volt sales fell 19 percent to 18,805 units. Related Videos: News Source: Automotive News-sub.req. via GM AuthorityImage Credit: Kevin Lu/Instagram Green Detroit Auto Show Chevrolet Detroit extended-range plug-in instagram

GM delaying additional Silverado EV and Sierra EV production to Q4 2025

This looks like more "Gotcha!" news about storms in the EV sector, but the word "additional" is key here. The Detroit News reported today that GM is pushing delaying production of the Chevrolet Silverado EV and GMC Sierra EV pickups at the Orion Assembly Plant to late 2025, about a year behind expectations. The Silverado EV Work Truck is already in production at GM's Factory Zero in Detroit, which won't change. Retail versions of the Silverado EV are still planned for production at Factory Zero before the end of this year, and the Sierra EV is expected to enter production at Factory Zero early next year. This new plan simply means GM won't add more production of those electric trucks at Orion.  GM builds the Chevrolet Bolt at Orion right now, assembly of that groundbreaking car to end this year. GM's original idea was to spend $4 billion to convert Orion to EV pickup production in time to get its two giant profit makers rolling down lines in early 2025. The move to late 2025 could mean the plant is out of commission for about two years. The facility's 1,261 employees are being offered spots in other plants, including Factory Zero.  The automaker gave several reasons for the move, a spokesperson telling The Detroit News the company wants "to better manage capital investment while aligning with evolving EV demand," and telling the Detroit Free Press, "We're looking at EV demand and the trendline for EVs is stabilizing. ... It is not rising as fast as originally forecasted." On top of that, engineers "have identified engineering improvements that we will implement to increase the profitability of our products." The spokesperson also made it clear that the delay has nothing to do with the UAW strike, now in its 32nd day.  Factory Zero's working up to a near-term production capacity of about 600,000 units annually, GM saying it wanted to get capacity to 1 million EVs annually by the end of 2025. At the moment, the site builds the Silverado EV Work Truck, the GMC Hummer EV pickup and SUV, and the Cruise Origin shuttles — not the Bolt taxis, the autonomous pods. The Detroit News reported GM sold 18 Silverado EV Work Trucks in Q3 this year, GM Authority says GMC Hummer EV production has ramped up to about 3,000 units per month, and Cruise Origin is still waiting on approval from the National Highway Safety Traffic Administration to mass-produce the autonomous shuttles because the shuttles need an exemption for not having steering wheels.