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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.

Lexus LF-CC gets green light, Evoque rival under consideration

While wandering the floor at this week's LA Auto Show, we had a bit of an epiphany at the Lexus stand. The traditionally stodgy Toyota premium outlet is really starting to come into its own in terms of exciting design. And not just with production models like the excellent new GS sedan. At the front of the display, a triangular formation of plinths was a feast for the eyes - the head was formed by the LFA Nurburgring Package supercar, flanked on either side by the company's outré LF-LC and LF-CC concept cars.
So consider it welcome news on our end that the LF-CC concept shown above has apparently been given the production green light, with a projected arrival by 2015. So says Autocar, which quotes an unnamed source at Lexus willing to confirm that a senior engineer has been tasked with the project. The British publication suggests that the production version of the 2012 Paris Motor Show star will probably be built in both coupe and convertible formats and ride atop the automaker's new modular rear-wheel drive architecture. Power is expected to be an evolution of the GS 350h's hybrid drivetrain.
In other news, that same shadowy source at Lexus has reportedly confirmed that the Japanese luxury brand is "seriously studying" offering a small SUV in the mold of the stylish Range Rover Evoque from Land Rover, though no further details are given. Lexus' own RX crossover range has long been a massive hit for the brand, leaving many industry analysts scratching their heads as to why the automaker hasn't already expanded its crossover offerings to include both larger and smaller formats.

2022 Lexus LC 500, 500h introduce Bespoke Build exclusive options

Lexus has announced the 2022 LC 500 coupe, 500h hybrid coupe and LC 500 Convertible. The changes are as subtle here as they were on the LS 500. The coupe's suspension has been "optimized to enhance ground contact feel, linear steering response and steering effectiveness [at] high G," we're told, and that's as close as we get to knowing what Lexus engineers did. After that, there are a few changes that could be spotted at ten feet. One is the Sport Package gaining a 21-inch forged alloy wheel to replace the 20-inch wheel for the 2021 LC 500 hardtop.  There's another revision to the Sport Package thanks to Lexus introducing its Bespoke Build program, which will open up a new menu of performance and cosmetic options. The current LC 500 Coupe offers two Sport Packages, one with a glass roof, one with a carbon roof. From 2022, the weaved lid will only be available to Bespoke Build buyers, which starts with a coupe fitted with the carbon roof Sport Package and the All-Weather Package. The customization choices will get their own configurator page come November 17, laying out exclusive color options like the Manhattenhenge interior and exclusive components like the carbon fiber rear wing and 21-inch forged alloy wheels that were previously limited to the LC Inspiration Series. Each Bespoke Build will also come with an interior badge and a certificate of authenticity. On the droptop side, there's been some additional suspension fiddling. On both coupe and convertible, the 11-strong color palette has been shaved to nine colors, Liquid Platinum and Obsidian going away. The 2022 LC 500 starts at $93,050 plus a $1,075 destination charge, for a total of $94,125, the convertible at $102,175 after destination, both unchanged for this year. The LC 500h MSRP gets goosed a touch, increasing $1,440 to $100,125. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.