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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, Lincoln dealers say they still want sedans

Detroit automakers have famously turned their backs on sedans as they make the strategic bet to double down on money-making trucks and SUVs, but dealers for at least two American brands are giving the companies contrary signals. In separate recent interviews with leading national dealer councils for Chevrolet and Lincoln, Automotive News reports that both brands’ dealers still see a need for cars. The publication published a Q&A interview with Mike Bowsher, chairman of the Chevrolet National Dealer Council, who said Chevy dealers managed to hold onto market share last year despite the phase-out of the Cruze compact sedan and hatchback, thanks to products like the Spark and Sonic subcompacts and the Trax and Equinox crossovers. But, he acknowledged, “We do feel like we could use a car, especially in the low-MSRP range.” The comments follow similar recent comments from Tom Lynch, who chairs the Lincoln National Dealer Council. He told AN, “If weÂ’re not in segments where there is still a good amount of business, I think the company and the dealers lose out.” The Cruze was one of the victims of GMÂ’s November 2018 announcement of plant closures, with production having ceased with the closure of GMÂ’s Lordstown, Ohio assembly plant last year. GM sold 47,975 Cruzes in 2019 but a healthy 142,617 in 2018. At Lincoln, Lynch said the council has been telling the company it needs to stick with the sedan segment, despite plans to kill the MKZ sedan in the coming months and unconfirmed reports that the Continental isnÂ’t long for this world, either, despite the buzz of the suicide-door Coach Door Edition, shown in the photo above. Lincoln sold 17,725 MKZs and 6,586 Continental sedans in 2019, down a combined 15%, but still good for almost 22% of overall Lincoln sales. It's worth noting that Lincoln competes in a luxury segment that still expresses allegiance to four- and two-door cars. Even Cadillac, its cross-town rival, is staying active with the upcoming CT5 and CT4 sedans. Lynch pointed to Tesla as evidence that strong sedan products can resonate with consumers, though he conceded that “What that looks like for Lincoln going forward, IÂ’m not sure of.” For now, anyway, Chevy still offers the Sonic and Spark subcompacts, the latter of which saw sales climb 32.5% in 2019 to 31,281 (Sonic sales fell nearly as steeply).

Mustang, Camaro, Challenger gallop onto USPS pony car postage stamp set

Some of America's most iconic cars are about to be immortalized on postage stamps. A new set by the U.S. Postal Service will celebrate the the golden era of pony cars, featuring five classic examples of Detroit iron. Each one is beautifully illustrated in oil-on-canvas style, with subjects in motion and sunlight glinting off the chrome, and would add a nice touch to any first-class letter. The pony car segment was all about (relatively) small, sporty alternatives to the full-size land yachts of the 1960s. They typically came equipped with 6-cylinder engines or small-block V8s. The category was named after the Ford Mustang, hence  the name. Some, though, argue that the Plymouth Barracuda, which was launched a couple of weeks before the Mustang, is the first. Luckily, the Falcon-based Mustang's distinct styling generated a sales sensation, or we might be calling them fish cars. Appropriately, one of the featured cars is a Mustang. But it's not just any Mustang. The 1969 Boss 302, seen here resplendent in Bright Yellow, was created for the hotly-contested SCCA Trans-Am racing series. One of its main rivals would have been the 1969 Chevy Camaro Z/28, also created specifically for the series, and is included in the set in Fathom Green. Representing Auburn Hills in the set is a 1970 Dodge Challenger R/T in Plum Crazy, while Southfield's American Motors gets a nod with an AMC Javelin in Big Bad Orange. The Mustang's platform cousin, a 1967 Mercury Cougar XR-7, is portrayed in a gorgeous Burgundy Poly that almost looks incomplete without Neko Case on the hood. It's not the first time the USPS has honored America's rich car culture on its stamps. In 2013, it issues a series of muscle car stamps with the help of Richard Petty. That set featured a 1966 Pontiac GTO, 1967 Shelby GT-500, 1970 Chevelle SS, 1970 Plymouth Hemi ’Cuda and, of course, a 1969 Dodge Charger Daytona. Another set in 2016 featured classic pickup trucks. Going further back, a 2008 release had chroed and finned automobiles of the 1950s and a 2005 release featured sporty American cars of the same era. The pony car stamps will debut on August 25 at the Great American Stamp Show in Sacramento, California in partnership with the American Philatelic Society. The public is free to attend the dedication ceremony, but you must RSVP first. After that, they will be available at local post offices and on line at the USPS store.