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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.

Translogic 165: 2015 Lexus RC F Biometrics Test

A traditional vehicle review goes like this: Reviewer drives car, reviewer gathers thoughts, reviewer relays vehicle impressions to audience. But what if instead of explaining what it's like to drive a given car, the reviewer could simply show the audience their response to the vehicle? With advancements in wearable biometrics technology, it's now possible to replace car review adjectives with cold, hard data. Translogic host Jonathon Buckley heads to Palm Beach Raceway in Florida to gauge his physiological reaction to driving the all-new Lexus RC F, with a little help from biometrics experts at Emotiv and Hexoskin. From his brain, to his body, Jonathon's vitals are measured as he takes to the track in Lexus's latest sports coupe. Follow Translogic on Twitter and Facebook. Click here to subscribe to Translogic in iTunes. Click here to learn more about our host, Jonathon Buckley. Lexus Technology Gadgets Coupe Performance Translogic

Earthquake causes most of Toyota's Japan operations to shut down

Toyota is idling a large portion of its Japanese assembly plants as a result of the devastating earthquake in Hokkaido, Japan. The earthquake had such a big effect on the carmaker's supply chain that a number of its plants will have to be shut down for an undisclosed period, starting on Saturday. The 6.7 magnitude earthquake occurred early on September 6 th, resulting in more than dozen casualties and hundreds of injuries, cutting power to the entire island; the powerplant supplying half of the island's power was located so close to the earthquake's epicenter that it shut down automatically, bringing down the rest of the island's grid with it. Tens of people were also reported missing, as reported by Reuters. The affected factories are the Kyushu, Tahara and Toyota Auto Body plants, according to Automotive News, and they manufacture vehicles such as different Lexus models and the Toyota Land Cruiser. Some of the models produced in these factories are exported to the United States, but a Toyota spokesman said that North American operations are not likely to be significantly affected by the plant closures. As well as the automobile assembly plants in Hokkaido, Toyota also has a facility there that manufactures transmissions and transfer cases. As it was also without power, Toyota could not confirm when the plant would be back online. Out of Hokkaido's 2.95 million households, 1.54 million had regained power by Friday afternoon. All in all, Toyota has 18 manufacturing facilities in Japan; spokeswoman Akito Kita said that from Monday on, the shutdown will affect all Japanese Toyota and Lexus lines — not including two Daihatsu facilities that are also used for Toyota products. The shutdowns come directly after Toyota also announced a recall for Japanese-built hybrid models, mainly Prius. Related Video: