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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.

Should Chevrolet continue the SS for another generation?

It is no shocker to say that Chevy kinda messed up with the SS. Now before everyone gets their facts and figures out, lets be real. The SS probably shouldn't have happened in the first place. Chevy hardly promoted the car when it released. It quietly came to our shores (the SS is really a Holden VF Commodore). It was the same with the Pontiac G8 before GM axed the brand. With the G8 however, it got more attention due to the heavy marketing Pontiac did with the car despite the low sales numbers. The SS fills the void of a performance sedan for Chevrolet mainly because there isn't a Impala SS sedan anymore. The SS also shares the same platform with the Chevrolet Caprice PPV, a fleet vehicle only available for your local police station since again the Impala doesn't fill that void any longer. But should the SS continue on in a future life? My answer: No! It was great for Chevy to do this little experiment, and I am sure they learned a lot from releasing the SS and the Caprice as well. But why not take the essence of both of those vehicles and combine them into a new next generation Impala. The Impala SS can return once again in a proper way, and a PPV version of the Impala can go into production. Kinda like what Ford and Dodge did with their performance and police versions of the Taurus and Charger. There really isn't a need to have 2 extra models in the line up when the Impala can fill all 3 voids. With the Holden VF Commodore going out of production in 2017, the Chevrolet SS may not be around much longer. There are rumors that the Commodore will live on in a new global vehicle, so if that is true it could mean the end of the RWD V8 sedans from Australia. But Chevrolet could continue the formula of the SS in the Impala, and it may turn out to be very successful for them. Image Credit: Chevrolet Chevrolet open road

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.