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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 outsells Nissan Leaf for first time since October 2013

It's been a rough summer so far for both the Chevy Volt and the Nissan Leaf, the first two plug-in vehicles from major automakers that ushered in the modern plug-in era. In June 2015, sales were down from their 2014 levels. The Leaf was down 11.6 percent and the Volt was down 31.1 percent. For July 2015, things didn't get much better. July 2015's Volt sales of 1,313 were down 35 percent from July 2014 and are down 34.8 percent for the year-to-date. Nissan, on the other hand moved only 1,174 Leafs last month, down 61.1 percent. So far this year, Leaf sales are down 30.2 percent. What's interesting with this steep decline in Leaf sales is that allowed the Volt to outsell the Leaf for the first time since October 2013. Back then, the Volt sold 2,022 compared to the Leaf's 2,002 units. So far, Nissan has sold 83,312 Leafs in the US since the EV went on sale in late 2010. Chevy has sold 80,292 Volts. Even though Tesla doesn't release monthly sales figures, there's a good chance that the pricey Model S was once again the best-selling EV in the US in July, as it was in the first three months of 2015. At that time, Tesla delivered an average of just under 2,000 Model S EVs a month. We might get some insight into more recent numbers during the quarterly investor call on Wednesday. As we've said before, the low sales for the aging plug-ins can be explained by the fact that both the Leaf and the Volt are due for upgrades. The second-gen Volt is coming in a few months. Nissan is being cagey about when the updated Leaf will arrive, but given these latest sales figures, we wouldn't be surprised if the undisclosed timetable gets move up somehow. Related Video: The video meant to be presented here is no longer available. Sorry for the inconvenience.

24 Hours of Le Mans live update part three

We tasked surfing journalist Rory Parker to watch this year's live stream of the 2016 24 Hours of Le Mans. What follows is an experiment to experience the world's greatest endurance race from the perspective of a motorsports novice. Parker lives in Hawaii and has an associates degree in dropping f-bombs. For Part One, click here. Part Two is here. Really hoped I'd be able to grab an hour or two of sleep before the sun rose over Le Mans. Dark dark dark, couldn't figure out what was going on. Commentators struggled at times as well. But I couldn't do it. Endurance racing is just too exciting. Grabs my attention with both fists. Screams, "watch these men DRIVE!" A neighbor invited me over for drinks. Told him, "Can't do it, gotta watch Le Mans!" Maybe not exactly. I'll admit, at times my attention wandered. I did a load of laundry. Ate some snacks. Half listened to the commentary. Threw a hump at my wife. I learned that Patrick Long, driving #88, is big brother to Kevin "Spanky" Long. Spanky's a bit of a legend in the skate world. Always weird how top notch talent can run in families like that. Kind of surprised I've never heard that before. Worked for a skate mag for a years, met Spanky a handful of times. Someone must've told me that he has an older brother who drives race cars. Dash cams at night are scary. High powered headlights in the P1s reach almost 300 meters. Cars outrun that distance easy. Seems like they're just steering into the black and hoping for the best. But that can't be the case. People'd be dropping dead let and right. Very amused by how the guys in GT are like, "Dude, stop flashing your fucking lights before you pass." But the LMP's are all, "Suck a dick! I do what I want." Top three stayed neck and neck nearly all night long. As the sun gets ready to creep back over the horizon the top three are separated by only eleven and a half seconds. Toyota 5 and 6, Porsche 2. Audi 8 is two laps behind Porsche, beleaguered 7 is dealing with constant trouble eleven laps from the front. GTE Pro sees Ferrari 82 in first, Ford 68 and 69 right behind. To win you've gotta drive perfect, build perfect. Fours cars retired so far. I'm beginning to appreciate the endurance aspect a little more fully. Only really considered the drivers at first. The mental and physical stress driving these cars at these speeds at length would inflict. But keeping the damn things running is the real deal. To win you've gotta drive perfect, build perfect.