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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.

More than half of Mazdas sold in 2018 are CX-5s, and other interesting sales facts

Last year was a seriously good year for carmakers. Overall, more vehicles were sold than in 2017, and the total number wasn't far off of the all-time record in 2016. Digging deeper into the numbers, you'll find some pretty usual stuff including the Ford F-Series still being the bestselling pickup truck in America, and a continued trend toward crossovers. But there are also some oddball factoids tucked in these sales reports, some that defy the trends, and some that are extremes of the public's buying preferences. We've compiled several interesting tidbits from last year's sales right here for your enjoyment. More than half of Mazda's sales were of CX-5s Yes, over half of all Mazda sales were of this one model. The company sold 300,325 cars in America last year, and 150,622 of them were CX-5 crossovers, or 50.1 percent. Just for emphasis, that means the other 49.8 percent of Mazda's sales were split among five other models, the Miata, 3, 6, CX-3 and CX-9. Breaking that down further, the second-best seller was the Mazda3 at 64,638, which isn't even half of the CX-5's sales. People are crazy for Mazda's middle crossover. Volkswagen actually sold more cars than crossovers It's clear that the crossover is the future king of car sales. For most mainstream brands, it already is. Chevy, Ford, Honda, Toyota, Subaru, Mazda and Nissan all sold more crossovers and SUVs than they did conventional sedans and hatchbacks. There are holdouts, though, and one of them is Volkswagen. At the end of 2018, the company sold 189,343 cars and 164,721 crossovers in the U.S. So that's one win for the classic car set, and it's justification for VW to maintain its car line for the foreseeable future. It's a bit of a hollow victory, though. Look closer and you'll see that car sales were down 28 percent from 2017, when VW sold 262,029 cars. Crossovers, on the other hand, jumped 112 percent from 2017 when 77,647 crossovers moved through U.S. dealers. So expect the tables to turn very soon. Mustang is still the muscle-car sales king, but Challenger is the only one to improve Once again, the Ford Mustang topped the muscle-car sales charts, beating out the Dodge Challenger and Chevy Camaro. Ford moved 75,842 of the ponies in 2018, while Dodge sold 66,716 Challengers for second place, and Chevy sold 50,963 Camaros to bring up the rear.

2021 Lexus IS shows its rear end, gets a new unveiling date

Lexus was set to introduce the next-generation IS on June 9, but it postponed the event to respect "the recent global situation," meaning worldwide protests in the wake of George Floyd's death in police custody. Now Lexus has rescheduled the unveiling, and given us our first look at its next entry-level sedan. The model's global debut is scheduled for at 7 p.m. Eastern time June 15, which is 4 p.m. for West Coasters. The unveiling will take place online, and the company will stream it live on its various social media channels. Lexus published a five-second preview video to give us a fleeting look at the 2021 IS. Although the front end remains hidden, the preview reveals that thick chrome trim surrounds the side windows, and that the elongated rear lights are connected by a thin light bar. It's a styling cue that should emphasize the compact sedan's width. We know the next-generation IS will carry on with rear-wheel drive, though all-wheel drive will again be offered at an extra cost, and the video confirms the IS 350 nameplate will return. It's too early to tell what it will denote, however. Earlier, unverified rumors suggest the model will gain a 3.0-liter straight-six engine sourced from BMW and shared with the Z4 and the Toyota Supra, among other models. Other reports affirm the range will consist of a turbocharged four-cylinder, a naturally-aspirated V6, and, at the top of the range, a new-for-2021 5.0-liter V8. Lexus has offered a V8-powered IS before; it introduced the terrific IS F at the 2007 edition of the Detroit Auto Show and kept it in production until 2014. The V8-powered model allegedly due out in the coming months won't pick up where the IS F left off, however. It will be named IS 500, so it won't be a full-fledged F-tuned model. 500 corresponds to 5.0 liters of displacement, and the current, 350-badged IS is powered by a 3.5-liter V6. While this naming system seemingly discredits rumors of a BMW-built 3.0-liter six, keep in mind Lexus emblems aren't always pegged to an engine's displacement. The entry-level 2020 IS 300 is equipped with a 2.0-liter four-cylinder. Will Lexus stick to tradition, or will it invite BMW to a game of musical emblems? We'll know when the veil comes off the next IS in a few short days. It's expected to arrive in American showrooms before the end of 2020 priced in the same ballpark as its predecessor, which starts at $38,560.