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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.

Weekly Recap: Bentley Bentayga leads luxury SUV charge at Frankfurt

The Bentley Bentayga is launching a new era of ultra high-end sport utility vehicles that will see luxury makers vie for the world's richest and most exclusive customers. The Bentayga is Bentley's first SUV, and it will formally debut next week at the Frankfurt Motor Show. It's loaded with Bentley's best technology and features, led by a 600-horsepower W12 engine. The mission is simple: stop giving up sales to other companies by not having an SUV in its portfolio. "It creates an entirely new category of ultra-luxury SUV, where there are currently few rivals," IHS Automotive analyst Ian Fletcher said in a report. But Bentley and the Bentayga will soon face stiff competition. Archrival Rolls-Royce will produce its own crossover to be built in England, though timing is unclear. Lamborghini has approved plans for a ute that will be assembled in Italy and launch in 2018. Even the sportier British brands are getting into the market. Aston Martin will make a crossover version of the DBX concept shown earlier this year in Geneva, and Jaguar is launching the F-Pace crossover, which will debut in Frankfurt. These new entries will invigorate a segment that's comprised of the Mercedes G63 AMG and the Land Rover Range Rover SV Autobiography, and Bentley is poised to grab a large share of it, Fletcher noted. IHS forecasts Bentayga sales could hit 3,000 units per year in 2017 and 2018, pushing total Bentley sales to more than 10,000 in the next few years. The vehicle will also get plug-in hybrid and diesel variants to widen its reach. The Bentayga is a sales grab, for sure, but Bentley took care to ensure the SUV remained true to the brand. It's laden with the top-shelf wood, leather, and metal, and it comes standard with an expansive panoramic glass roof. It also has intelligent features like electronic night vision and an optional responsive off-road system that can be configured to adapt to eight different settings. It's a different kind of Bentley, but it's a harbinger of things to come for the world's richest luxury makers. Other News & Notes Toyota debuts next-gen Prius Toyota revealed the next-generation of its iconic fuel-sipping hybrid, the 2016 Prius, at an event in Las Vegas. The car promises 10-percent gains in fuel efficiency, though actual figures – and even powertrain specifics – were not revealed. We estimate that could mean about 56 miles per gallon in city driving and 53 on the highway.

How real is the Chevy Bolt EV and will it really cost $30,000?

"This is us bragging that we can do this kind of car." That's how Michael Simcoe, GM's executive director for NA exteriors, described the Chevy Bolt EV concept, which made a surprise appearance at the Detroit Auto Show today. While there was talk of a 2017 production debut, this is for sure a concept vehicle. But that means the ideas behind the vehicle are perhaps more important than the details. For example, no one is talking about what size battery might appear in a production Bolt, but Simcoe would talk about how rapid progress in battery improvements made it possible for GM to make the bold Bolt declaration that promises 200 miles and a price tag of around $30,000 (after incentives). But if the Bolt makes it to market, it won't be until 2017 (as rumored) or later, is it really fair to promote the car as being available with a federal tax credit? For one thing, credits for plug-in vehicles may change in the next few years, but if the laws stay the same, each manufacturer is limited to 200,000 vehicles before the credits start to decline. GM is justifiably proud that it's sold over 70,000 Volts thus far, but with a new model coming out later this year and a few years to go until the Bolt potentially arrives, GM could be pushing right up against that 200,000 limit when the Bolt goes on sale. But Volt executive chief engineer Pam Fletcher told AutoblogGreen that, "We're just trying to take some of the confusion out." "Think about talking to the average consumer," she said. "First, going through the explanation of how the federal tax credit was set up, how it's being used and so on. [In the industry, we] have the luxury of understanding the nuances of that regulation, but right now people who aren't in the marketplace, they don't have the luxury of all that. It's already hard to communicate the details so we gave them data in a way that is what they're used to seeing." There was one question that drove the two-year Bolt gestation and design period, Simcoe said: What does a better battery offer a vehicle designer? "We've got a number of spaces we play in for powertrain technology and obviously electrification is one of them," he said. "With Volt 1 and then the Spark EV, with that development and batteries getting better for us, we started doing some practical packaging to deliver a vehicle which was not the traditional aero form which you see around electric vehicles.