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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.

2016 Chevy SS gets new face, clears throat

Chevy is tweaking the SS once again for the 2016 model year. While the changes might be minor, muscle sedan enthusiasts shouldn't need any more excuse to love the Bowtie brand's performance sedan. The 2016 Chevy SS benefits from revised front-end styling that incorporates new vertical ducts designed to direct airflow over the front wheel wells. It also gets new LED lighting and new functional hood vents to make it look even more aggressive than the current model. Although the 6.2-liter V8 carries over unchanged from the existing version – churning out 415 horsepower and an equal amount of torque – a new dual-mode exhaust promises to be both quieter at lower speeds and angrier-sounding at higher revs. And of course you can still get it with a six-speed manual or automatic transmission. In any event, it should also look the business with its new 19-inch alloys as well. Related Video: 2016 Chevrolet SS Designed for Performance DETROIT – Building on the performance-oriented updates made to the Chevrolet SS last year, the 2016 model features several exterior enhancements that reinforce its presence on the road. A revised front fascia features new, vertical ducts at the outer edges to direct airflow over the front wheel openings to improve aerodynamic efficiency. The fascia also incorporates new LED signature lighting, while new, functional hood vents and new-design 19-inch cast-aluminum wheels contribute to a stronger appearance for the rear-drive sports sedan. "The 2016 SS design changes more fully express the true driving character of the sedan while further enhancing the car's overall performance," said Todd Christensen, Chevrolet Performance Car marketing manager. What hasn't changed is the SS's unique blend of performance, comfort and spaciousness. It features a 6.2L V-8 engine under the hood and turns out an SAE-certified 415 horsepower (310 kW) and 415 lb-ft of torque (563 Nm), and offers a six-speed manual transmission or a paddle-shift six-speed automatic transmission. A new, dual-mode exhaust system for 2016 complements the V-8 engine with quieter performance at low engine speeds and a more muscular engine note at wide-open throttle.

General Motors and EVs: No stranger to firsts, but where's the leadership?

2015 is already shaping up to be the year of "affordable, 200-mile EV" concepts. Nissan and Tesla have each been talking about them for some time, the latter promising to unveil its Model 3 at the North American International Auto Show in January before balking when the time came. Instead, Chevrolet beat them all by unveiling the Bolt concept at the same event, followed shortly thereafter with suggestions of a 2016 launch – potentially offering the first nationwide EV with anything close to that range. It was the ballsiest EV-related move General Motors has made in a quarter century. But will it remain so? Exactly 25 years before the Bolt rolled up onto the turntable, then-Chairman Roger Smith unveiled GM's last ground-up EV concept, the even-more-unfortunately-named Impact, at the Los Angeles Auto Show in January 1990. A few months later, he surprised most of his colleagues by announcing its intended production in honor of Earth Day. It was the first modern foray into electric vehicles for the US by any automaker, one that was rewarded by the State of California with what is now known as the Zero Emissions Vehicle mandate. The program not only forced other automakers into competing with Roger's pet project, but inspired all of them to fight it like small children against bedtime. Some years later, the drivers themselves weighed in, with a biting documentary about that obstinance and the leadership it cost both GM and the country. Within months, GM was first back into the fray of plug-in vehicles. Many criticized the company for starting with a PHEV rather than jump straight back into EVs. The choice wasn't totally out of the blue – even EV1 was meant to be followed by a PHEV. And especially on the heels of Who Killed the Electric Car?, some skittishness was understandable: even a successful EV would invite a "we told you so" public reaction, underscoring their mistake in ending the EV1 program. If a new EV didn't do well, they'd be convicted in the public eye as serial killers. All while seeking a federal bailout. For all the flak, the resulting Chevy Volt was and is a better car than GM has ever gotten credit for. But the company seemed to grow weary of having to overcome its varied past, and while the current owners remain happy, much of the stakeholder and community engagement that so effectively built early goodwill and sales growth faded not long after launch. Marketing has been spotty in both consistency and effectiveness.