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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.

The UAW's 'record contract' hinges on pensions, battery plants

DETROIT - After nearly four weeks of disruptive strikes and hard bargaining, the United Auto Workers and the Detroit Three automakers have edged closer to a deal that could offer record-setting wage gains for nearly 150,000 U.S. workers. General Motors, Ford Motor and Chrysler parent Stellantis have all agreed to raise base wages by between 20% and 23% over a four-year deal, according to union and company statements. Ford and Stellantis have agreed to reinstate cost-of-living adjustments, or COLA. The companies have offered to boost pay for temporary workers and give them a faster path to full-time, full-wage status. All three have proposed slashing the time it takes a new hire to get to the top UAW pay rate. The progress in contract talks follows the first-ever simultaneous strike by the UAW against Detroit's Big Three automakers. The union began the strike on Sept. 15 in hopes of forcing a better deal from each major automaker. But coming close to a deal is not the same thing as reaching a deal. Big obstacles remain on at least two major UAW demands: restoring the retirement security provided by pre-2007 defined benefit pension plans, and covering present and future joint- venture electric vehicle battery plants under the union's master contracts with the automakers. On retirement, none of the automakers has agreed to restore pre-2007 defined-benefit pension plans for workers hired after 2007. Doing so could force the automakers to again burden their balance sheets with multibillion-dollar liabilities. GM and the former Chrysler unloaded most of those liabilities in their 2009 bankruptcies. The union and automakers have explored an approach to providing more income security by offering annuities as an investment option in their company-sponsored 401(k) savings plans, people familiar with the discussions said. Stellantis referred to an annuity option as part of a more generous 401(k) proposal on Sept. 22. Annuities or similar instruments could give UAW retirees assurance of fixed, predictable payouts less dependent on stock market ups and downs, experts said. Recent changes in federal law have removed obstacles to including annuities as a feature of corporate 401(k) plans, said Olivia Mitchell, a professor at the University of Pennsylvania Wharton School and an expert on pensions and retirement. "Retirees want a way to be assured they won't run out of money," Mitchell said.

The Hummer EV Edition 1 is sold out and it'll be years before other trims arrive

When the 2022 GMC Hummer EV was revealed, GMC noted that there would be lower trims available. The company has since provided a few more details on those lower trims, which is helpful to know now that the only trim on sale next year, the Edition 1, was sold out in a scant 10 minutes. However, it's going to be a long time before they're all available.  The entry-level GMC Hummer EV is the EV2. This is the model that will start at $79,995, and unlike the Edition 1, it gets just two motors, one for each end of the truck, each with electronically locking differentials. Output is down to 625 horsepower and a torque rating of 7,400 pound-feet. Note that this and all other reported torque numbers are after the torque multiplication by the single-speed transmissions, hence the extremely high numbers. The company hasn't given torque numbers at the motors, which would be more comparable to other electric cars. Range is also reduced to 250 miles, probably due to a smaller battery pack. Fast charging is also restricted to 400-volt charging, so it won't be as fast as the higher trim models. The removable roof panels, retractable rear window, MultiPro tailgate, Super Cruise and 35-inch tires are standard. This model only gets fixed steel suspension and two-wheel steering. The EV2 will be the last of the trim levels to go on sale, with a target of spring 2024. Yes, as in 3.5 years from now.  The next level is the EV2X, which will be available a year earlier in the spring of 2023. It gets the same powertrain as the EV2, but adds 800-volt fast charging and a 300-mile range. It also gets the adaptive air suspension and four-wheel steering, plus the associated party tricks of Crab Mode and Extract Mode. This model costs $89,995. The earliest Hummer EV that isn't an Edition 1 and therefore not yet sold out will be the EV3X, the entry-level three-motor model. It goes on sale in the fall of 2022 at a price of $99,995. It's not quite as potent as the Edition 1, though, with an output of 800 horsepower and 9,500 pound-feet of torque. It also lacks the "Watts to Freedom (WTF)" launch control feature. But it does get torque-vectoring with the dual rear motors, which can also lock their speeds to be equal like with the mechanical locking differential at the front. The EV3X's range is 300 miles like the EV2X.  As for the Edition 1, it started $112,595 before it was sold out. Customers are to expect them in fall 2021.