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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.

NHTSA closes 4-year GM investigation, issues common sense advisory [w/video]

Since January 2011, the National Highway Traffic Safety Administration has been investigating a possible problem with corroding brake lines in General Motors' GMT800-platform models, like the Chevrolet Silverado and Suburban and GMC Sierra, in states with salt on their roads in the winter. However, as opposed to launching a full recall of millions of vehicles, the government is issuing a common-sense safety advisory to all drivers in snowy states to keep their vehicle's undercarriage clean. It even has a video explaining things. "Older-model vehicles, often driven in harsh conditions, are subject to corrosion over long periods of time, and we need owners to be vigilant about ensuring they, their passengers, and others on the roads are safe," said NHTSA Administrator Mark Rosekind in the announcement of the end of the investigation. The agency was clear in its report that "brake line corrosion seen in the GM vehicles was not unique," and the government "has not identified a defect that would initiate a recall order." Instead NHTSA is advising drivers, especially those of vehicles from before 2007, to wash their vehicle's undercarriage in the winter and spring to remove salt or other de-icing chemicals. It also recommends regular checks by a mechanic to make sure everything is in proper order. According to the investigation documents, for just the GMT800 platform models, NHTSA found 3,645 complaints of brake line corrosion, which included allegations of 107 crashes and 40 injuries. The issue was found to be more common in vehicles over 10 years old. GM has released a statement (embedded below) that the company "supports the consumer advisory from NHTSA urging regular maintenance and care of brake lines on older vehicles." NHTSA Closes Investigation into Brake-Line Failures NHTSA 13-15 Thursday, April 9, 2015 Agency issues safety advisory on preventing undercarriage corrosion WASHINGTON – The Department of Transportation's National Highway Traffic Safety Administration (NHTSA) today issued a Safety Advisory and consumer video encouraging owners of model year 2007 and older trucks, SUVs and passenger cars to inspect brake lines and thoroughly wash the underside of their vehicles to remove corrosive salt after the long winter in order to prevent brake-line failures that increase the risk of a crash.

Travis Kvapil tells Twitter his Sprint Cup car was stolen

There's a bizarre story coming out of Atlanta today, as NASCAR racer Travis Kvapil is reporting that his Sprint Cup Car was stolen from a lot at the Drury Inn in Morrow, GA. Kvapil announced the theft, which included the black pickup that was hauling the trailer and the #44 Chevrolet SS Sprint Cup Car – shown above, with driver JJ Yeley at the wheel – on Twitter. According to Kvapil, the car wasn't going to be ready for the Thursday test session at Atlanta Motor Speedway, although forecasts of snow forced the team to dispatch their main trailer and tools to the track ahead of the car, which left for Atlanta later yesterday. According to ESPN, police in Morrow have video of the "incident," which happened at 5:34 AM Friday, with police investigating it as as criminal in nature. "Sometimes what happens when thieves see trailers, they might just assume there's something in the trailer they can go off and sell," Sgt. Larry Oglesby, of the Morrow PD, told USA Today. "Sometimes when things like this occur, they will drop off the items in a parking lot somewhere – like a Walmart parking lot – once they realize what they have." "All we know is it was a silver jeep," team owner John Cohen told USA Today. "One guy got out and they pulled off together." Earlier, Cohen told ESPN that the theft will force the team out of this weekend's race at the Folds of Honor QuikTrip 500, at Atlanta Motor Speedway. Kvapil, meanwhile, has taken to Twitter to appeal to his followers to be on the lookout for the truck, trailer and race car. Here's hoping it turns up all together. Check out the driver's tweets, below. Wow. Anyone near Atlanta find my stolen Cup car let me know! Unreal - Travis Kvapil (@TravisKvapil) February 27, 2015 I bet when whoever has it, opens the trailer and is going to be like 'oh snap' - Travis Kvapil (@TravisKvapil) February 27, 2015 Ok, to clarify. @Teamxtreme44 transporter is @amsupdates. The guys stayed and worked on the car Thursday at the shop in NC. They drove.... - Travis Kvapil (@TravisKvapil) February 27, 2015 down last night in a Ford dually and enclosed trailer with racecar inside. That was stolen out of hotel parking lot this am in Morrow, GA - Travis Kvapil (@TravisKvapil) February 27, 2015 Black Ford dually, white enclosed tag behind trailer. New Jersey plates - Travis Kvapil (@TravisKvapil) February 27, 2015 Dang.... I'm wishing we had LoJack or something on it!