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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 flagship spotted testing in the desert

Most of the Lexus line-up has been updated with the company's unique design language. Whether you love it or hate it, most of the company's cars are impossible to confuse for something else. But during this time of transformation, the flagship LS sedan has lingered with a very mild, sedate shape. These spy photos show the LS has gone under the knife. That being said, we can't really say how different the LS is going to look for sure because Lexus has employed some impressive camouflage. If we didn't know better we'd say it looks like the LS is going retro with round reflector headlights and some rear tailfins. But we do know better, so don't look for those features to make it to the production model. What we can make out is the lower half of the Lexus "spindle" grille. The camouflage wrapping is pressed up against a trapezoidal shape at the front reminiscent of what we've seen on other Lexus models. It looks like a large version of it as well. This Lexus seems to still be quite long, and based on where the rear passenger is in the photos, it still seems to have loads of space for rear passengers. It's difficult to tell if this is a long wheelbase model or a standard one, but if it is long wheelbase, it's proportioned quite nicely. It looks like there will be quite a large C-pillar on this LS too. Our spy photographer expects this car to be revealed next year as a 2018 model available with a V8 and possibly a hydrogen powertrain. So if you want one of the last low-key LS models, you'll want to get the current version because its days are numbered. Related Video:

Lexus launching new Crafted Line special editions at Pebble Beach

Over the course of the past 25 years, Lexus has done one heck of a job winding its way into the luxury automobile market previously dominated by the Germans. And now it aims to take another step into the luxury arena with The Crafted Line by Lexus.
Set to debut at Pebble Beach later this month, the Crafted line offers the Storm Trooper treatment with high-contrast white paint and black trim. The interiors are done up in two-tone black and red, and Tumi has done up a special set of luggage to match.
The special edition will be available on the ES350 as well as the F Sport versions of the LS460, GS350, IS250 (in both rear- and all-wheel drive) and RX350 AWD. Each will be limited to around 1,000 examples (give or take, depending on the model), with pricing set to start at around $42,000 for the ES pictured above. Scope out the full details in the press release below.