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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.

Anti-EV, pro-hybrid ad from Lexus gets a whole lot wrong

Tell us if you're surprised that Toyota (through its Lexus brand) is putting out some questionable information about electric vehicles. While it's one thing for company executives to be anti-EV, it's quite another to put out obviously false information when you speak ill of plug-in vehicles, especially when you also sell them. The automaker offers the RAV4 EV and Prius Plug-In, albeit in limited numbers, First, let's look at what Lexus is saying. On the company's consumer site, in the hybrid section, there are a number of slick videos. In one ("Hybrid Overview"), Lexus makes it look like charging an EV takes four hours. That may be true in some situations, but the video shows an anonymous driver plugging a Nissan Leaf into something that looks like a AeroVironment DC fast charger, which takes around a half hour to charge. Granted, the site has a disclaimer that says, the "charge time represents the average time to charge from empty to full using typically available 240V commercial charging stations," but in everyday use, that's not something EV drivers often do. Charged EVs mentions two previous studies that show how most EV charging is done at home. Lexus knows all this, of course, but doesn't mention it. Lexus says that there are 20 states with an "established infrastructure" for hydrogen. Another video on the site, one that talks about future alternative powertrain technologies, says that there are 20 states with an "established infrastructure" for hydrogen and 37 with the same for electric vehicles. It also blatantly says that we need to consider all of the emissions from the fossil fuels used to make electricity (carbon monoxide, sulfur dioxide, etc.) but does not say anything about the fossil fuel emissions used to make hydrogen. You can see some screen grabs in the gallery or watch the video yourself. It's all blatantly one-sided, especially since the official numbers from the Department Of Energy say that there are Level 2 public EV chargers in literally every state except Alaska and only 11 public hydrogen stations in the US. Ten of them are in California, the other is in South Carolina. A Lexus spokesman told AutoblogGreen it will ask TeamOne, its ad agency, and the Lexus marketing department for clarification on where the data in the videos comes from. We will update this post when we hear back.

Final Lexus IS F rolls off assembly line in Japan, bound for US

We knew this day would come, but it's nonetheless a bit of a sad one for Lexus enthusiasts as the very last example of the IS F has rolled off the assembly line in Tahara, Japan. Decked out in its trademark bright blue, the final IS F is destined for a customer right here in the United States.
Far from just another now-defunct model in an endless succession, the IS F marked the first time that Lexus did a proper performance model, debuting in production guise at the 2007 Detroit Auto Show alongside the LFA concept long before the latter entered production and took the idea of the high-performance Lexus even further. The IS F may not have sold in huge numbers, but it definitely marked a milestone for Toyota's luxury division.
Don't cry too much, however, as the new RC F that effectively takes its place packs an even mightier punch. While both are powered by essentially the same 5.0-liter V8 engine mated to an eight-speed automatic driving the rear wheels, the outgoing sedan's 416 horsepower and 371 pound-feet of torque is easily outgunned by the new coupe's 450 hp and 383 lb-ft.