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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.

Mitsubishi's crossover plan: New model coming to Geneva, Outlander PHEV finally on the way

Mitsubishi announced last night that it will be concentrating on crossovers for the foreseeable future (which includes leaving the Lancer behind). That future starts at this year's Geneva show, where the company will reveal a completely new small crossover. This new vehicle, the name of which Mitsubishi didn't reveal, is planned to reach dealers in early spring of 2018. It will feature a new version of Mitsubishi's All Wheel Control (AWC) all-wheel drive and a new turbocharged engine that we're told was designed completely in-house. We expect the new crossover to share cues with recent Mitsubishi concepts, including the eX Concept and Ground Tourer, since Mitsubishi's general manager of design strategy Kazuo Yano said they will set the tone for future Mitsubishis. Don Swearingen, executive vice president and COO of Mitsubishi in North America, said this new vehicle is the "best vehicle Mitsubishi has ever produced." That may not be the tallest order given the automaker's recent models, but it's definitely a good goal. As for the size of this new crossover, it will probably be comparable to the current Outlander Sport. The plan is that the Outlander Sport and Outlander will be changing sizes in the coming years. The former will shrink and the latter will grow, leaving space in the middle for the new small crossover. There will be an awkward overlapping period, though, since we're told both Outlander flavors are scheduled for a mild refresh sometime next year that won't include size changes. The resized Outlander models will come sometime after that refresh. (If we're lucky, one will get a new name to reduce confusion, especially with a new model sitting between them.) Speaking of Outlanders, we now know when we will finally get the Outlander PHEV, a variant that has been promised and re-promised for years now. A Mitsubishi PR representative said that the plug-in hybrid crossover will be on sale in the US sometime in the next fiscal year. (For reference, Mitsubishi's current fiscal year ends this March.) Swearingen said it will also make its official debut later this year. So after many, many delays, the US will finally see Mitsubishi's plug-in crossover. We'll see if it's as big a sales success here as it is in Europe. Related Video: Featured Gallery Mitsubishi eX Concept: Tokyo 2015 View 9 Photos Green Geneva Motor Show Mitsubishi Crossover Economy Cars Hybrid 2017 Detroit Auto Show

Mitsubishi Lancer Evolution recalled over clutch woes

Mitsubishi will be recalling over 10,000 Lancer Evolutions built between December 12, 2007 and March 5, 2013, covering model years 2008 to 2013. The recall only affects cars with manual transmissions, though, so if you opted for a Lancer Evo with a quick-shifting SST, this recall doesn't apply to you.
If you're one of the 10,474 people that has a Lancer Evo X GSR, which is the only way into a manual-trans Evo X, you need to plan a trip to your local dealer. The recall relates to a failure in the clutch master cylinder, making shifting in and out of gear difficult. Consequently, the National Highway Traffic Safety Administration reports that this could increase the odds of crashing.
Mitsu will notify owners of the affected cars, and these Evo models will be repaired, free of charge, at dealerships. The recall is slated to begin around November 11. Scroll down for the full bulletin from the NHTSA.