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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.

Toyota previews next Lexus RX with Tokyo-bound JDM Harrier

The Lexus RX shares much with the Toyota Highlander, but its more direct counterpart is the Toyota Harrrier. Never heard of it? That's because Toyota only sells it at home in Japan, and now it's revealed a new one. So if the Harrier is essentially a Toyota-badged version of the RX, then what's the big deal, you ask? The big deal is that the new Harrier which leaked in July, set to debut at the Tokyo Motor Show next week and which you see here isn't quite the same as the Lexus, and those differences could (and in most cases likely will) make their way over to the RX as well.
For starters, the styling is different. Granted that the Lexus version will almost certainly get a spindle-shaped grille, but even so, the Harrier's nose seems to protrude further than the RX's and the headlamps are a notably different shape. The greenhouse is also a different shape, coming to a sharper point at the back, and the mirrors are fixed to the A-pillar not to the door panel. The taillamps are revised, the tailgate has a new profile and there's a pseudo-diffuser at the bottom of the rear bumper. Subtle changes, to be sure, but then Toyota and Lexus are known for their evolutionary approach to styling. The interior has apparently undergone some updates as well, with a more dynamically styled dashboard, a more symmetrical center stack and different seats, steering wheel, door panels... the works. The infotainment display screen has also moved further down from its position in the current RX.
Toyota will offer the new Harrier with a 2.0-liter four mated to a CVT and driving either the front wheels or all four, and a hybrid setup with a 2.5-liter married to a 140-hp electric motor. The RX is offered here with a 3.5-liter V6 either on its own or with an electric assist. We wouldn't expect Lexus to go swapping the larger engines for the smaller ones, at least not for the US market. There's plenty more to the Harrier, of course, than the similarities and differences to the Lexus RX, and if you're buying a premium crossover in Japan, you can delve into the full details in the press release below, together with the images in the gallery above.

Lexus spotted testing LF-LC coupe for production

Lexus has been preparing a production version of the LF-LC concept for some time now. The coupe would fill at least part of the void left by the culmination of the LFA's production run, albeit at a much lower market position. And judging by these latest spy shots, it looks like it's finally getting down to it. Spotted undergoing testing in Germany around the neighborhood of the Nurburgring, this camouflaged prototype provides us with our first glimpse at what the production LC will look like. It's still hard to tell with all those swirls encircling its bodywork, but the production version looks poised to adopt a form derived from the concept first seen at the Detroit Auto Show way back in 2012. Just don't expect the details to be quite as extreme as those on the show car. It may also be too early to determine what's under the hood, but the signs point towards implementation of the 5.0-liter V8 from the RC-F. A twin-turbo version of the same engine in the form of an LC-F could follow with even more power, while a hybrid V6 is also said to be in the cards. If you're having trouble imaging what it would go up against in the marketplace, though, our spy photographers on the ground inform us that Lexus has been benchmarking this prototype against a BMW 6 Series, Porsche 911, and Maserati GranTurismo. That'd put it in good company, and we're looking forward to seeing how it turns out. Related Video: