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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.

2021 GMC Yukon will pull a 180 thanks to a Hurricane Turn feature

GMC isn't a hip, young startup, but its engineers are out to prove it's possible to teach an old dog new tricks. The next-generation Yukon will offer adventurers seeking a quick turn-around a "Hurricane Turn" feature that functions a lot like Rivian's Tank Turn technology. The two systems use different hardware to perform a similar action. We didn't hear anything about the Hurricane Turn feature during the Yukon's unveiling because GMC planned to keep it under wraps until later, but an eagle-eyed report at Motor Trend uncovered it and quizzed the firm. It's real, and it's engaged when the driver switches the stability control system off, energetically turns the steering wheel in either direction, and mashes the accelerator pedal to the floor. The Yukon needs to be on a loose surface, too. If you're turning right, the on-board computer applies braking power to the passenger-side wheels to prevent them from spinning, while the engine continues to turn the driver-side wheels to rotate the Yukon on its own axis. The exact opposite happens if you're turning left. It's clever and relatively simple; there's no extra hardware required to enable the feature, though it shows the next Yukon is far more advanced than its predecessor. It goes without saying that only four-wheel drive models will receive the Hurricane Turn feature. There's no word yet on whether it will be compatible with all three engine options, or if it will be limited to a certain trim level. GMC will publish additional details about the system, and hopefully a video of it in action, in the coming months. Rivian, on the other hand, leveraged its four-motor electric powertrain to teach the R1T (and presumably the R1S) how to pull a 180. The right wheels turn in the opposite directions as the left wheels – hence the name Tank Turn – to spin the truck around like a CD in a Walkman. Its system doesn't use the brakes. The 2021 Yukon is due in showrooms in the summer of 2020, and Amazon-funded Rivian won't start making the R1S until the end of 2020 at the earliest, so GMC will beat its younger rival to the punch. What remains to be seen is how often motorists use either function. We're betting not very once the initial novelty wears off. Related Video:    

GM delaying additional Silverado EV and Sierra EV production to Q4 2025

This looks like more "Gotcha!" news about storms in the EV sector, but the word "additional" is key here. The Detroit News reported today that GM is pushing delaying production of the Chevrolet Silverado EV and GMC Sierra EV pickups at the Orion Assembly Plant to late 2025, about a year behind expectations. The Silverado EV Work Truck is already in production at GM's Factory Zero in Detroit, which won't change. Retail versions of the Silverado EV are still planned for production at Factory Zero before the end of this year, and the Sierra EV is expected to enter production at Factory Zero early next year. This new plan simply means GM won't add more production of those electric trucks at Orion.  GM builds the Chevrolet Bolt at Orion right now, assembly of that groundbreaking car to end this year. GM's original idea was to spend $4 billion to convert Orion to EV pickup production in time to get its two giant profit makers rolling down lines in early 2025. The move to late 2025 could mean the plant is out of commission for about two years. The facility's 1,261 employees are being offered spots in other plants, including Factory Zero.  The automaker gave several reasons for the move, a spokesperson telling The Detroit News the company wants "to better manage capital investment while aligning with evolving EV demand," and telling the Detroit Free Press, "We're looking at EV demand and the trendline for EVs is stabilizing. ... It is not rising as fast as originally forecasted." On top of that, engineers "have identified engineering improvements that we will implement to increase the profitability of our products." The spokesperson also made it clear that the delay has nothing to do with the UAW strike, now in its 32nd day.  Factory Zero's working up to a near-term production capacity of about 600,000 units annually, GM saying it wanted to get capacity to 1 million EVs annually by the end of 2025. At the moment, the site builds the Silverado EV Work Truck, the GMC Hummer EV pickup and SUV, and the Cruise Origin shuttles — not the Bolt taxis, the autonomous pods. The Detroit News reported GM sold 18 Silverado EV Work Trucks in Q3 this year, GM Authority says GMC Hummer EV production has ramped up to about 3,000 units per month, and Cruise Origin is still waiting on approval from the National Highway Safety Traffic Administration to mass-produce the autonomous shuttles because the shuttles need an exemption for not having steering wheels.