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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.

Production Lexus NX leaks online

The first photos of the new Lexus NX crossover have leaked onto the web over a week before its official debut at the Beijing Motor Show. These pictures are pretty blurry, but there is no mistaking that they show off the Japanese luxury brand's smaller, premium CUV.
While the teaser only gave us a glimpse at its pointed strip of LED running lights and angular grille, the new image proves that the CUV is definitely not afraid of sharp edges. However, compared to the original concept, it looks almost sedate. The production version drops the knife-like side mirrors for more conventional units, and the grille appears narrower. The vertical intakes at the edges of the front are dulled slightly but still present. The NX is indeed a polarizing vehicle - we'll be interested to see it in person. After all, we've grown to like the new IS after our first, shocking reaction. We should give Lexus some credit, too, for not following the premium CUV styling herd.
Seen elsewhere, these's an exterior photo that hints at a powertrain configuration. The bumper reads NX 300h, which likely indicates that there will be a hybrid version of the CUV. This is likely the same combined 220-horsepower system with a 2.5-liter Atkinson-cycle engine and electric motor found in the IS 300h in Europe. There is no word on whether that model will be sold here. It's rumored to be offered with a new 2.0-liter turbocharged four-cylinder as well. More details about the new Lexus are expected in China later this month.

The Lexus Sriracha IS is the hottest Lexus ever

For this year's Los Angeles auto show, Lexus created its hottest IS ever: the Sriracha IS. And the company did so by putting Sriracha sauce in everything! It's in the paint, the steering wheel, and even in the trunk! Check out the video if you don't believe us. Ok, so Lexus didn't really put Sriracha in everything. In reality, the company partnered with Huy Fong Foods to produce this one-off car, and turned to West Coast Customs to execute it. It features a custom paint job designed to emulate the look of Sriracha sauce, and green accents on the grille, mirrors, brake calipers, and exhaust tips are a call back to the food company's sauce bottles. View 13 Photos Inside, West Coast Customs created some clever and surprisingly subtle changes. The climate controls only show increasing heat levels, and the seat heater buttons are bright red with little flames above the seat icons. The drive selector trades sport mode for "Sriracha" mode. The seats get red and green inserts along with logos stitched into the seat backs. Other parts of the interior have green contrast stitching, too. The steering wheel is a particularly unique piece. West Coast Customs found a liquid that looks similar to sriracha, put it a resin container and shaped it to fit the steering wheel, so now it looks like there's sriracha in the steering wheel. It also has a warning sticker for "hot handling." And lest you think there isn't any real Sriracha anywhere in the car, you'll find 43 bottles of the stuff in the trunk, and the key fob dispenses some as well. As for how Lexus tops this, perhaps they could make a habanero or ghost pepper car. Or maybe they could show us a real IS F successor. We think another V8 Lexus would come across as pretty hot. Related Video: