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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.

Nissan Leaf sales double Chevy Volt to close out winning 2014

To close out the year, sales of the two most-popular plug-in vehicles in the US kept going in the direction that they had been all year. The Chevy Volt dropped and the Nissan Leaf had another record month. Sound familiar? The Volt sold 1,490 units in December, a year-to-year drop of 37.7 percent. For all of 2014, Volt sales were down 18.6 percent to just 18,805 (from 23,094 in 2013). On the Nissan side of the ledger, the Leaf sold 3,102 units, up 22.7 percent from the 2,529 sold in December 2013. For the year, Nissan sold 30,200 Leafs, up 33.6 percent from the 22,610 sold in 2013. A few other things to note: For every month in 2014, the Leaf sold more than it did for the same month in 2013. For the Volt, this was only true for three months (April, May and July). Funnily enough, the Volt sold exactly 1,478 units in both March 2013 and 2014. The Volt's 2014 total was lower than both 2013 and 2012, while the Leaf had its best year ever. There were three months in 2014 when people bought at least twice as many Leafs than bought a Volt (September, November, December). The Leaf outsold the Volt every month in 2014. The closest gap was 215 units, in February. The biggest was 1,612, in December. As you've most likely seen, GM is still busy teasing the new Volt, which will make its official debut at the Detroit Auto Show next week. We'll have a more in-depth green car sales post up soon. <iframe embedded="true" "="" scrolling="no" src="https://docs.google.com/spreadsheets/d/1oIuH75vaSHaaplD4x6gLsYjSsiN4oGmez1T63eaYdhY/pubhtml?widget=true&headers=false" height="430"> Nissan celebrates 30,000 leaf sales in 2014, best year ever for sales of any plug-in vehicle NASHVILLE, Tenn. (Jan. 5, 2015) – Nissan, the world leader in electric vehicle sales, shattered yet another sales record with 30,200 LEAF vehicles sold in 2014, which is the first time any plug-in has sold more than 30,000 units in a single year. "Now in its fifth model year, Nissan LEAF is more popular than ever and continues to bring new buyers to Nissan," said Brendan Jones, director, Nissan Electric Vehicle Sales and Infrastructure. "From the beginning our vision was to bring electric vehicles to the mass market in a practical and fun-to-drive package, which is what makes Nissan LEAF the best-selling electric car in the world." Last month, Nissan sold 3,102 all-electric LEAFs, up 22.7 percent from the prior year and a December record.

GM’s move to Woodward is the right one — for the company and for Detroit

Back in 2018, Chevy invited me to attend the Detroit Auto Show on the company dime to get an early preview of the then-newly redesigned Silverado. The trip involved a stay at the Renaissance Center — just a quick People Mover ride from the show. IÂ’d been visiting Detroit in January for nearly a decade, and not once had I set foot inside General MotorsÂ’ glass-sided headquarters. I was intrigued, to say the least. Thinking back on my time in the buildings that GM will leave behind when it departs for the new Hudson's site on Woodward Avenue, two things struck me. For one, its hotel rooms are cold in January. Sure, itÂ’s glass towers designed in the 1960s and '70s; I calibrated my expectations accordingly. But when I could only barely see out of the place for all the ice forming on the inside of the glass, it drove home just how flawed this iconic structure is.  My second and more pertinent observation was that the RenCen doesnÂ’t really feel like itÂ’s in a city at all, much less one as populous as Detroit. The complex is effectively severed from its surroundings by swirling ribbons of both river and asphalt. To the west sits the Windsor tunnel entrance; to the east, parking lots for nearly as far as the eye can see. To its north is the massive Jefferson Avenue and to its south, the Detroit River. You get the sense that if Henry Ford II and his team of investors had gotten their way, the whole thing would have been built offshore with the swirling channel doubling as a moat. This isnÂ’t a building the draws the city in; itÂ’s one designed to keep it out. Frost on the inside of the RenCen hotel glass. Contrasted with the new Hudson's project GM intends to move into, a mixed-use anchor with residential, office, retail and entertainment offerings smack-dab in Detroit's most vibrant district, the RenCen is a symbol of an era when each office in DetroitÂ’s downtown was an island in a rising sea of dilapidation. Back then, those who fortified against the rapid erosion of DetroitÂ’s urban bedrock stood the best chance of surviving. This was the era that brought us ugly skyways and eventually the People Mover — anything to help suburban commuters keep their metaphorical feet dry. The RenCen offered — and still offers — virtually any necessity and plenty of nice-to-haves, all accessible without ever venturing outside, especially in the winter, but those enticements are geared to those who trek in from suburbia to toil in its hallways.