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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.

Hummer EV range listed at 334 miles in MyChevrolet app

Forums of late have been cracking for interesting news, the Hummer Chat forum next in line to keep us intrigued. When member BahamaTodd updated his MyChevrolet app to version 5.7.0, he clicked through to the Energy Assist page and found three GM electric vehicles listed, plus their estimated range figures on a 100% charge. One was the 2022 Chevrolet Bolt, rated for 259 miles, the second was the 2022 Chevy Bolt EUV, rated for 247 miles. The third was an unexpected entry, being the 2022 GMC Hummer EV pickup, listed as able to go 334 miles on a full charge. When BahamaTodd clicked on the Hummer, a map appeared with a dotted line outlining the entire geographical area available to him based on his current location. The figures for both Bolts are the official EPA estimates. The mileage figure for the Hummer is a mystery, as is why it's popped up here in the MyChevrolet app instead of the MyGMC app. The EPA hasn't certified the 2022 Hummer yet, so that's not the source. On the other hand, a little more than a week ago, GM said the Hummer EV could go 350 miles or more based on the automaker's estimates. We assumed GM was referring to the Hummer Edition 1, the sold-out launch model which will be the only trim produced for the 2022 model year, fitted with three electric motors making a combined 1,000 horsepower. The first and safest assumption is that the app data is placeholder information, not intended to be spread on the Internet and dissected. If it does apply to a Hummer EV, it could denote a specific trim or options. The Edition 1 will be available with street tires. It's perfectly reasonable to believe the chunky, 35-inch knobblies that shown in all the press materials could eat up 16 miles or so of range, about a 4.8% loss. Or GM's range estimate could have been meant for one of the future Hummer EV variants, like the slightly less-powerful tri-motor EV3X with 800 hp, the 625-hp dual-motor EV2X, and the base, 625-hp dual-motor EV2. With pre-production of the Edition 1 slated to begin at GM's Factory Zero any day now, answers shouldn't be long in coming.  Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

GM issues 4 new recalls for 90k vehicles, Chevy, Buick, GMC affected

One day after releasing an internal report that found a pattern of "incompetence and neglect" within the company, General Motors announced four more recalls that affect 89,126 vehicles. One of the recalls affects 31,520 vehicles that may contain a defect that could prevent airbags from deploying in a car accident. GM said it was aware of at least one crash in which a vehicle occupant sustained an injury because the airbags didn't deploy when they should have. The company said it was aware of other crashes that were similar in nature, but it is not yet known whether they're related to the condition, in which the shorting bar inside the driver's airbag may occasionally contact the airbag terminals. If the car and terminals are touching each other in a crash, the bags will not deploy. Vehicles from the 2012 model year are affected by the problem, and they include the Buick Verano, Chevrolet Camaro, Cruze and Sonic. GM has conducted two previous recalls for this condition involving 7,116 cars. GM is also recalling 57,512 models of the 2014 Chevrolet Silverado 1500, 2014 GMC Sierra 1500 and 2015 Silverado HD, Tahoe and Surburan, as well as the 2015 GMC Sierra HD, Yukon and Yukon XL models because their radio control modules may not work, and thus prevent certain audible safety warnings. Certain models of the 2013-2014 Chevrolet Spark and 2013 Buick Encore are being recalled for a different airbag problem, which could prevent airbags from deploying properly during a crash. And 33 2014 Chevrolet Corvettes are being recalled for yet another airbag problem, in which an internal short circuit could disable the airbags. So far in 2014, General Motors has issued 34 separate recalls that affect approximately 15.9 million vehicles – more than the company has sold in the past five years combined. GM Announces Four Recalls DETROIT – General Motors today announced three safety recalls and one non-compliance recall, all of which were reported to the NHTSA on Thursday, June 5, 2014. In all cases, customers will receive letters from GM letting them know when they can bring their vehicles into a dealership, where all repairs will be performed free of charge and courtesy transportation would be provided as needed.