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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.

2018 Lexus LS First Drive | Luxury, performance and the puzzling parts

When one imagines the enormous executive sedan that might be driven by a wealthy lawyer or banker (or their chauffeur), the mind naturally goes to the Mercedes S-Class or the BMW 7-Series. Venerable, enormous and expensive. But for those wanting to keep their driveway a little more understated, we also have the Lexus LS. Sure, it's not as ostentatious as the big saloons from Munich and Stuttgart, but it has a dignified elegance all its own. For nearly three decades, the LS has been a discrete and dependable Japanese luxury sedan. The new 2018 LS, perhaps thankfully, is a bit less discrete. We saw the new-look LS when it was introduced earlier this year in Detroit. Now we know how it drives. We put the 2018 LS through its paces on the traffic-clogged streets of San Francisco and over the Golden Gate Bridge to the twisty B-roads around Marin County and the legendary Skywalker Ranch, where we stopped for lunch. Unfortunately, all in attendance were sworn to secrecy about the details of Skywalker Ranch, but we're free to tell you all about the LS. Here's our one-sentence summary, which can be used to describe many cars to bear the Lexus badge: It's excellent in many respects, odd in a few, and incredibly, massively frustrating in one very important area. Lexus has a brand new 3.5-liter twin-turbocharged V6 paired with a 10-speed automatic transmission, a first for a premium passenger car. It produces 416 horsepower and 442 pound-feet of torque, up from 386 hp and 367 lb-ft from the outgoing naturally aspirated 4.6-liter V8. Lexus engineers are extremely proud of the fuel efficiency of the new engine, which required some clever technical innovations (a longer bore stroke and increased valve angle) as well as tech borrowed from Formula One, including a "laser clad valve seat" that allows for a more direct flow of air into the combustion chamber and a high "tumble ratio." In other words, Lexus figured out how to get more bang out of each gasoline-powered buck. Fuel economy numbers are 19 city, 29 highway, and 23 combined for the RWD version and 18/27/21 for AWD, with the highway numbers particularly helped along by the 10-speed gearbox. It's a torque converter unit, but Lexus promises shift times that rival its dual-clutch-wielding competitors. The LS is no slouch, either. In RWD trim, the nearly 5,000-pound car hustles from 0-60 mph in 4.6 seconds, according to Lexus' reckoning.

2022 Lexus IS 350 F Sport Road Test | A trip through mid-Ohio, from Mid-Ohio

LEXINGTON, Ohio — That feeling of driving inspiration I tend to get after a long day of watching racing hits me hard. Hours of observing others — professional racers — tear it up on track always leaves me with a desire to do the same, which in reality, is a dangerous feeling to have. Outside those racetrack grounds are public roads with speed limits, other motorists and a million other factors. Nevertheless, IÂ’m feeling rather giddy in the 2022 Lexus IS 350 F Sport after leaving the Lexus Grand Prix at Mid-Ohio Sports Car Course. Lexus invited me down to watch the race where a pair of Lexus RC Fs run by Vasser Sullivan Racing were competing. I rode along for a hot lap in a modified IS 500 F Sport Performance with one of the teamÂ’s pro drivers between races, and while that carÂ’s V8 is rather intoxicating, I still find myself really digging the 3.5-liter V6 in the humble IS 350 F Sport on OhioÂ’s winding back roads. Before leaving the track, I check the box on Google Maps to “avoid highways,” and point the IS down any road vaguely heading in the right direction that looked curvy in search of somewhere to enjoy LexusÂ’ recently-updated sport sedan. Being the F Sport model, there is some hope for fun. All IS 350 F Sports get a unique (and louder) exhaust, 19-inch wheels, larger 265-section-width rear tires, a cold air intake and an interior “sound generator” that pumps some extra noise into the cabin. What this car doesnÂ’t have, is the Dynamic Handling Package available on IS F Sport models. This adds an adaptive suspension and lighter BBS forged wheels. Additionally, this IS is the all-wheel-drive version, so it doesnÂ’t have the Torsen limited-slip rear differential or the extra-sporty “Sport S+” drive mode available on the rear-wheel-drive version. Despite this IS 350 F Sport being in mildly sporty dress, the trip starts out on a promising note. Much of the happiness derived from driving this sedan comes courtesy of its naturally aspirated V6 engine. It puts out a healthy 311 horsepower and 280 pound-feet of torque, good enough for a 0-60-mph sprint of 5.7 seconds. Peak power is made at 6,600 rpm, which means you need to keep the pedal buried and work for the acceleration.  Others in this sport sedan class have long since made boosted four-cylinders the go-to powertrain, making this naturally aspirated engine a breath of fresh air.