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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 phasing out light-duty 1500-series vans

In the market for a fullsize van but don't need a heavy-duty model? You're in the minority, and you're also out of luck. That's because there are barely any more fullsize vans on the market with gross vehicle weight rating of less than 8,500 pounds, the threshold that separates light- and heavy-duty vans.
According to PickupTrucks.com, neither the Ford E-Series, Ram ProMaster, nor Mercedes-Benz Sprinter are available in light-duty versions. Few of the Ford Transit configurations are, either, and now General Motors is discontinuing production of the 1500-series Chevy Express and GMC Savana.
Apparently light-duty versions accounted for just 23 percent of Express sales and only 7 percent of Savanas. Add to that the fact that these 1500 versions were the only ones using the old generation of engines and suspension, and that the Wentzville plant near St. Louis, Missouri, is trying to make room for the next Chevy Colorado and GMC Canyon pickups, and the fate of the light-duty GM van was sealed.

Hummer teases crab mode, reveal set for Oct. 20

DETROIT — GMC confirmed it will reveal the Hummer electric off-roader Oct. 20 and released a video teasing the vehicleÂ’s so-called crab mode. Crab mode allows the Hummer to move diagonally and is enabled by the vehicleÂ’s four-wheel steering. The video shows tires, and well, a crab. “When you're in the really difficult terrain, this just gives you unparalleled maneuverability,” said Duncan Aldred, global vice president of Buick GMC. The Hummer will be offered as truck and SUV models, and customers will be able to make reservations beginning on the reveal date. Deliveries are expected to begin in fall 2021. The Hummer was supposed to be revealed May 20, but was delayed due to the Covid-19 pandemic. The Hummer was teased in a Super Bowl ad this year with NBA superstar LeBron James, who is the vehicle's frontman. It will have several EV powertrains which General Motors calls Ultium, and the most capable variant will have an estimated 1,000 hp and hit 60 mph in three seconds. The Hummer will also offer removable roof panels. “This is very much going to be a luxury vehicle which competes against a broad spectrum,” Aldred said Monday on a conference call with reporters. The Hummer will take aim against a variety of vehicles, including the four-door Bronco, RivianÂ’s truck and SUV and the Jeep Wrangler 4xe. Aldred is optimistic the return of the Hummer name will help GMC carve its niche in this growing segment of trucks and SUVs with varying degrees of electric propulsion and off-road capability. GM sold vehicles under the Hummer brand from 1992-2010, before scrapping it in the wake of GMÂ’s historic 2009 bankruptcy and restructuring. Hummer is relaunching under the GMC umbrella. “ItÂ’s real desirability, itÂ’s almost cult-like status,” Aldred said. “I think a huge amount of people are going to have interest in this.” GM, which is re-emphasizing its defense division, could also repurpose the Hummer for military use, perhaps as transport vehicles. Hummers are descended from the Humvee, which is still used by U.S. forces.