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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.

Lexus LC Coupe and Convertible add a bevy of official TRD parts

TRD stands for Toyota Racing Development, but that doesn’t stop the performance division from developing parts for Lexus products, too. One of those Lexus products it just released a set of performance parts for is the LC 500. The two-door coupe is our favorite Lexus for sale right now because of its excellent driving dynamics and stunning looks, so adding more performance is a good thing, right? WeÂ’ll stop short of saying itÂ’s a great thing for appearances in this particular instance. The parts shown here tend to muss up and clutter the LC's otherwise gorgeous design. That large rear wing, aero cowling above the rear seats and aero mirror cover all notch the aggressiveness up a level, but it makes the styling look a bit messier in photos. TRD does claim real performance gains from the parts, though. The modified side skirts reduce the amount of wind flowing to the rear tires, which makes the car slipperier through the air — TRD also claims a benefit in fuel economy and reduced wind noise. There are three new wheel designs, all offering a reduction in weight over the stock wheels and an improvement in rigidity. The wheels pictured on the car are the Lunanium Gun Metallic option. TRD says the giant aero cowl reduces wind noise in the cabin for the LC Convertible, and the big rear wing improves vehicle stability. Other available parts include a front spoiler (adds downforce, lowers front clearance by 30 mm), rear diffuser (adds moderate downforce, says TRD), smaller rear spoiler (improves stability at speed), and a “performance damper.” Details are short on this damper, but we can assume itÂ’s slightly stiffer than stock and could offer a noticeable handling improvement. ThereÂ’s a 3-D mini configurator you can play around with on TRDÂ’s site, too. You can only choose between the exterior color, interior color and aero cowl cover, but itÂ’s worth it to see what the mods might look like on your particular LC. Interestingly, the aero cowl sitting above the rear seats can be had in either black or white. Availability of the parts in the U.S. is still unclear, but weÂ’re reaching out to TRD and will update with any news we might hear.  Related video:

2019 Lexus ES First Drive Review | Entry-level luxury that wants to have fun

NASHVILLE, Tenn. — For 2019, the Lexus ES is all new and marks the seventh generation of the Japanese nameplate's entry-level luxury four-door. We're happy to report that the redesign brings some very welcome attributes, and the 2019 Lexus ES does everything you'd want an entry-level luxury vehicle to do. Performance, no matter which of the two drivetrain options you choose, is respectable, interior comfort is on par with a Restoration Hardware sofa you'd spend real money on, handling is communicative, and most important for a Lexus, it's serenely quiet inside. While these are great attributes, there are a few places we wish Lexus had spent more energy revamping. Through the humid hill country just outside Nashville, on a mix of the congested city arteries and the flowing switchbacks of Tennessee's forested interior, we put the ES through its paces. The 2019 ES is based on Toyota's TNGA platform, which underpins both the latest Avalon and Camry models. Perhaps that'd constitute a knock in a previous era, but the new Camry chassis is a rollicking peach compared to some others in its class. It's rigid enough for a windy road dance, but compliant enough for daily-driver duties. Even better, Lexus engineers improved the TNGA platform for use in the ES. A 200 percent increase in stiffness over the previous ES is due in part to a liberal use of structural adhesives and laser-welded screws. The front strut towers are reinforced, and topped with a brace between them. This extra attention to detail pays dividends that include a smoother ride and better handling. New adaptive Dynamic Control Shocks quietly smooth out bumps and undulations, allowing us to wind through the rural backcountry roads confidently, and the steering gives better feedback than we'd expect from a vehicle like the Lexus ES. Pushing the big sedan into one of the many hilly, and often blind, corners along our route elicits only a minute amount of body roll. But chassis improvements aren't the only upgrade from the previous model. The 2019 Lexus ES comes standard with a 3.6-liter V6 delivering 302 horsepower at 6,600 rpm and 267 pound-feet of torque at 4,700 rpm. This represents a bump of 34 hp and 19 lb-ft from the previous generation's V6. The engine is coupled to Lexus' new eight-speed automatic transmission, which is encased in a housing smaller than the brand's previous six-speed automatic.