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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

Best places to get your car maintained and repaired

In this era of rampant inflation and high interest rates, the challenges of acquiring a car or SUV have been well documented. And so it has never been more important to protect that expensive investment by maintaining it. In recent months, Autoblog has shared Consumer Reports' evaluation of the least and most expensive car brands to keep running, as well as tips to prolong a car’s useful life. Especially since the pandemic, a number of factors have impacted these costs: more complex vehicles, new materials and manufacturing methods, a shortage of qualified technicians and replacement parts. Since 2022, repairs costs have jumped each year by about 10 percent. This month, Consumer Reports is offering a useful primer on keeping your ride in great shape, suggesting what might be the best options for searching out a repair shop, depending, as CR says, “on your car and your situation.” Author Ben Preston identifies three basic types of repair facilities: dealership service departments, independently owned repair shops, and chain repair shops. Building up trust with a specific shop and feeling comfortable going there is important. Preston quotes John Ibbotson, chief mechanic at Consumer ReportsÂ’ Auto Test Center: "You might be able to save a few bucks by going to whichever shop offers the cheapest prices, but if you want consistent, reliable service, itÂ’s best to find a repair shop you trust and stick with it,” Ibbotson says. The story goes on to evaluate each type of service facility. HereÂ’s a breakdown of CRÂ’s findings: Dealerships These work well for owners of newer cars, especially for covered warranty work. But the disadvantage is the high labor rates common to dealer service. Satisfaction ratings for dealer service departments range from very good (Acura, Lexus, Mazda, and Volvo) to not-so-good (Jeep and Kia). Dealers are best for: Fixing infotainment system glitches: "If the screen in the center of your dash has a habit of freezing up, or the touchscreen-activated climate controls arenÂ’t working, the dealership is the most likely place to find someone with the know-how to fix problems that maybe only a factory-authorized technician can access," Ibbotson says. Safety system recalibration: "Anything from a crack in your windshield to a minor fender dent can upset the calibration of the sensors that make features like automatic emergency braking and adaptive cruise control work," says Ibbotson.

Kia Sedona and Hyundai Tucson recalled for hood latches

The Basics: Hyundai and is Kia division have issued two recall notices, both for similar issues. The larger of the two affects 219,800 units of the 2006-2014 Kia Sedona minivan built between June 15, 2005, and April 04, 2014. The second relates to 81,000 examples of the 2016 Tucson crossover manufactured from May 19, 2015, to March 14, 2016. The Problem: In both cases, the secondary hood latch may not properly secure the hood in place and keep it from opening while under way. Injuries/Deaths: None reported. The fix: Dealers will replace the secondary hood latch, or in the Sedona's case, maybe just clean and lubricate the latch, as needed. Both campaigns are set to begin next month. If you own one: Make sure you don't accidentally release the primary hood latch while driving or the secondary latch may not do its job. Related Video: RECALL Subject : Secondary Hood Latch may Bind and not Latch Report Receipt Date: JUN 01, 2016 NHTSA Campaign Number: 16V389000 Component(s): LATCHES/LOCKS/LINKAGES Potential Number of Units Affected: 219,800 Manufacturer: Kia Motors America SUMMARY: Kia Motors Corporation (Kia) is recalling certain model year 2006-2014 Kia Sedona vehicles manufactured from June 15, 2005, through April 04, 2014. In the affected vehicles, the secondary hood latch may bind and remain in the unlatched position when the hood is closed. CONSEQUENCE: If the primary latch is inadvertently released and the secondary latch is not engaged, the hood could unexpectedly open while driving, increasing the risk of a vehicle crash. REMEDY: Kia will notify owners and dealers will replace the secondary hood latch or clean and lubricate the latch, depending on the vehicle's location and the condition of the latch. These repairs will be performed free of charge. The recall is expected to begin on July 25, 2016. Owners may contact Kia at 1-800-333-4542. Kia's recall number is SC134. NOTES: Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov. ## RECALL Subject : Secondary Hood Latch may Disengage Report Receipt Date: MAY 24, 2016 NHTSA Campaign Number: 16V348000 Component(s): LATCHES/LOCKS/LINKAGES Potential Number of Units Affected: 81,000 Manufacturer: Hyundai Motor America SUMMARY: Hyundai Motor Company (Hyundai) is recalling certain model year 2016 Tucson vehicles manufactured May 19, 2015 to March 14, 2016.