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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.

Should you buy an EV?

Gas prices are hitting the skids and EVs are following suit; nearly every model in today's market has experienced a double-digit decline in sales – with the always notable exception of the Tesla Model S. Some EVs are in the last year of their generation while others have been half-heartedly designed and engineered to fulfill federal government quotas. The two non-Tesla front runners, the Chevy Volt and Nissan Leaf, are in the unfortunate position of offering customers "2015" vehicles that were designed with 2011 in mind. Yet there's plenty of love in the air. Nissan has built over 180,000 Leafs worldwide, and chances are you will be seeing a second electric vehicle accompanying the Leaf when the new generation is released in the coming months. The Chevy Volt now offers the highest customer satisfaction out of any car or truck sold in North America. Forget the luxury cars, the sports cars, the family trucksters, and even the rolling flagship that guides Tesla's jaw dropping valuation on Wall Street. You want happy with your EV? The brand that's rocking the segment right now is Chevy. It's been doing so for a while. The EV market is poised to become a lot more sophisticated over the next 18 months with the three leading manufacturers – Tesla, General Motors, and Nissan – launching five brand new models along with no fewer than 16 other manufacturers making many of their bread and butter cars available as plug-in hybrids. So, if you want to keep your money as far away from the Arab dictatorships and Russian mafia as Mercury is from Pluto, and enjoy your commute, we're more than ready to do our part! So let's begin with the most important question. What's Your Range? How much driving do you generally do in a day? If the answer to that question is 50 miles or fewer, an all-electric vehicle like the Nissan Leaf may be the best ingredient for your driving recipe. This is especially true if you have a second vehicle you can use for the occasional longer drive or are willing to rent for the weekend. But here's a little surprise for you. The upcoming Chevy Volt was designed to be driven in all-electric mode for over 50 miles. Fifty-three, to be exact. Plus, the Volt's battery has experienced a lot fewer deterioration issues than the Nissan Leaf's due in part to the Volt's liquid-cooled battery, which also uses a lot less of its capacity than the air-cooled Leaf's does.

Recharge Wrap-up: Tesla store reboot, Jaguar "EV-Type" an electric F-Pace?

The Connecticut Hydrogen and Electric Automobile Purchase Rebate (CHEAPR) program is creating demand for EVs. $1 million has been set aside for rebates ranging from $750 to $3,000 per car, depending on battery size (in addition to federal incentives). Dealers also get an incentive of $150 to $300 per vehicle to help motivate them to promote EVs. "This is the type of program that can be a win-win-win for the state, auto manufacturers, dealers and consumers," says Chevrolet dealer Leo Karl, who has seen a jump in demand for the Volt under the CHEAPR program. Karl expects the funds to run out as early as this fall. Read more at Automotive News. The Mitsubishi Outlander PHEV is scheduled to go on sale in the US in May 2016. As Mitsubishi makes some changes, including plans to ditch its Normal, IL assembly plant, the company's future in the US is being called into question. The new date for the plug-in hybrid version of the Outlander comes after multiple delays. Mitsubishi also plans to offer a 2016 model of the i-MiEV despite slowing sales. Read more at Automotive News. Tesla is overhauling its stores in advance of the Model X going on sale. The revamp includes informative interactive displays and a heavier emphasis on Tesla merchandise sales. The displays provide information about safety, Autopilot technology, the charging network, electric motors and other information to help familiarize customers with Tesla. The Tesla Design Collection - which includes luggage, apparel and other gear - also helps position Tesla as a luxury lifestyle brand, rather than just a mere automaker. Expect the stores to be continually updated over time. "Tesla is able to pivot in their stores the way they release new software," says Cadent Consulting Group's Ken Harris. "This is important to an emerging brand." Learn more from Bloomberg. Could Jaguar be planning an electric F-Pace called the EV-Type to compete with the Tesla Model X? Autocar is reporting that the upcoming SUV from Jaguar could spawn a whole family of vehicles, including an all-electric version. Jaguar has registered the trademark for the EV-Type name, and that vehicle would likely be built at the Magna Steyr factory in Graz, Austria. That would free up capacity to build the traditionally powered F-Pace in the UK. Read more at Green Car Reports, or at Autocar.