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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.

GM execs fired over fraudulent India emissions testing

General Motors hadn't had a recall in India since 1995. That changed when it was discovered that certain employees were playing tricks with local emissions testing in order to ensure passing grades for engines. More than ten GM Powertrain employees in India and the US have been let go over the ensuing emissions flap, including Sam Winegarden, VP of global engine engineering, a man who has been with the company since 1969, leading development of some marquee powerplants.
According to Automotive News, an internal investigation revealed that employees "violated testing procedures," sometimes swapping specially prepared low-emissions engines during testing regimes for the Chevrolet Tavera SUV equipped with the 2.0-liter and 2.5-liter engines. Employees were also manipulating weights in order to get vehicles placed into different emissions categories. The discovery has led to GM recall the 114,000 Taveras produced over an eight-year period and halting their production and sale.
The Economic Times of India reports that the issue is due to "a faulty component." GM has developed a solution to the issue, and once it is validated in testing and approved by the Indian authorities, the recalled vehicles will be fixed at dealers and production will resume.

2016 Chevy Volt will have more EV range, bigger battery

Meet the new Volt, not the same as the old Volt. That appears to be the story when General Motors introduces the 2016 Chevy Volt at the Detroit Auto Show in January. Today we're getting some more details on the guts of the new plug-in hybrid, and it turns out they're going to be much improved from the current Volt, which first went on sale at the end of 2010. Sure, the first-gen Volt did get some improvements along the way (a slightly larger battery pack, lane departure warnings) but the new Volt – which will go on sale in the second half of 2015 – marks the first time GM has been able to return to the drawing board and really make the improvements that its customers want. That's how Larry Nitz, GM's executive director of vehicle electrification explained it to AutoblogGreen today when explaining the all-new Voltec extended range electric vehicle (EREV) powertrain. "In the Gen 2 is we gave the engine a little more power, a little more torque, a little more displacement, more capability." – Larry Nitz Nitz said that the new Volt will be better in almost every sense: a bigger battery, longer EV-only range, 20 percent better acceleration in the low speed range and higher overall efficiency. This is due, in part, to the Volt's two motors being able to both act as generators and power the car. As we noted this morning, the 2016 Volt will use a larger, 1.5-liter four-cylinder engine, a version of which is already used in the Chinese-market Cruze. Nitz said that this has a number of benefits, including more power and quieter operation. "Some people would say, why did you make [the first-gen engine] so big. I would say, why did you make it so small?" he said. "It works good, our customers love it, but the reality is that if you go a little bit off and use the car a little harder, you can get the engine to need to operate at a higher speed. In an EV, that's quite noticeable. So, what we did in the Gen 2 is we gave the engine a little more power, a little more torque, a little more displacement, more capability and what it has marginally enabled is not only is it more efficient but it's also quieter." Nitz wouldn't talk about how the new powertrain might affect the two other products that use the Volt's underpinnings – the Cadillac ELR and the Opel Ampera – but if you've got a quieter option, we assume that's something ELR drivers would enjoy. But that's a story for another day.