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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.

Recharge Wrap-up: Chevy Volt promos, Audi e-gas partnership

GM is offering promotions on the 2017 Chevrolet Volt. As dealers receive the first shipments of the new model year of the Volt, the automaker is giving customers in certain areas (California, Connecticut, Massachusetts, Maryland, Maine, New Hampshire, New Jersey, New York, Oregon, Rhode Island, and Vermont) $1,000 cash back on their purchase. GM Financial is also offering lease discounts for a limited time, and trade-ins may be eligible for even more money back. State and federal incentives could add up to make the new Volt quite the bargain for the right customer. Read more at Clean Technica. The UK's potential exit from the European Union could mean tighter emissions regulations, potentially even in the UK. While Britain has fought against the EU on stricter rules, the "Brexit" could leave officials in Brussels free to strengthen air quality laws. The UK, despite giving up its seat at the table, would still be beholden to some rules as a member of the European Economic Area free trade agreement. British voters vote on a referendum to leave the EU on June 23. Read more from Bloomberg Business. Daimler will refrain from investing in battery pack production with other automakers for the time being. Daimler CEO Dieter Zetsche cites an overabundance of battery production, saying, "Contrary to the expectation four or six years ago when everyone thought that the cells would be a rarity that could even be used as a tool of industrial policy, there is de facto a massive overcapacity in the market today and cells have become a commodity." Daimler recently shuttered its own lithium-ion battery production due to high costs and low demand. Read more from Automotive News. Audi is partnering with the Viessmann Group to increase e-gas production using a new biological process. Audi has been making the renewable fuel through a two-part process of electrolysis (splitting water into oxygen and hydrogen) and methanation (reacting hydrogen with CO2 to make synthetic methane). The new biological process uses microoganisms to absorb hydrogen and CO2 to make methane. The process requires lower temperature and pressure, and doesn't require high concentrations or purity of CO2. Read more in the press release below.

GM says safety is a reason it's dropping Apple CarPlay, Android Auto

Update: GM sent us a statement as a follow-up to its original comments seen in this post: "We wanted to reach out to clarify that comments about GM's position on phone projection were misrepresented in previous articles and to reinforce our valued partnerships with Apple and Google and each company’s commitment to driver safety. GM's embedded infotainment strategy is driven by the benefits of having a system that allows for greater integration with the larger GM ecosystem and vehicles." The original story can be read in its entirety below.   General Motors announced its intention to remove Apple CarPlay and Android Auto functionality from its upcoming EVs earlier this year, and internet comments sections haven't been kind since. As the first of many EVs to follow – the 2024 Chevrolet Blazer EV – hits the market, GM is expanding on its initial explanations for dropping the tech. Motor Trend spoke with Tim Babbit, GMÂ’s head of product for infotainment, to learn more. Attributed to Babbit, from the story: “They have stability issues that manifest themselves as bad connections, poor rendering, slow responses, and dropped connections. And when CarPlay and Android Auto have issues, drivers pick up their phones again, taking their eyes off the road and totally defeating the purpose of these phone-mirroring programs. Solving those issues can sometimes be beyond the control of the automaker.” Babbit suggests that a world without Apple CarPlay or Android Auto will be a safer one, as folks wonÂ’t be looking to control their infotainment systems via their phones. However, Babbit also tells MT that this theory hasnÂ’t been tested in either the lab or the real world yet. Instead of using a navigation or music-playing app powered through your phone, upcoming GM EVs will use a Google-based infotainment system called “Ultifi” that runs a ton of integrated Google apps. Google Maps will be the native navigation app in the system; youÂ’ll be able to log in to Spotify or other apps to load your music up, and so on. The idea here is that youÂ’ll have all the same apps that were on your phone available but integrated within the infotainment system instead, and you'll be able to use voice controls to control every last bit of it with no need to reach for a phone. That sounds amenable in theory, but how consumers react to the removal of a feature that they know and love now is a risky gamble.