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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.

Autoblog Podcast #357

Episode #357 of the Autoblog podcast is here, and this week, Dan Roth and Jeff Ross are joined by Jeff Glucker of Hooniverse.com. Topics include the SEMA Show, the Cadillac CTS being named the Motor Trend Car of the Year, Mitsubishi's near-term plans and the 2015 Subaru WRX. We start with what's in the garage and finish up with some of your questions, and for those of you who hung with us live on our UStream channel, thanks for taking the time. You can follow along after the jump with our Q&A. Thanks for listening!
Autoblog Podcast #357:
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9,800-mile 2006 Mitsubishi Evo IX MR likely to set a record on Bring a Trailer

The Mitsubishi Lancer Evolution may be gone from the U.S. market, but it is not forgotten. And it's clear that for some fans, the passion for the rally-inspired Mitsu burns as brightly as ever. We saw that a delivery-miles example can crack the six-figure mark, when this 2006 Evo IX MR with 9 miles on the clock fetched just shy of $138k on eBay. Now, it looks like we're about to find out how high is up for a driven but still low-miles car — with 9,800 miles on the odometer — as this pristine 2006 Lancer Evolution IX MR on Bring a Trailer has already garnered bids of $35k with six days still to go. The BaT car is the same year and model as the $138k eBay example. It features the SE appearance package and is finished in Apex Silver Metallic. The MR trim level included an aluminum roof panel (with vortex generators at the trailing edge), HID headlamps, and auxiliary gauges, and aluminum trim inside. The SE appearance package featured a revised front spoiler, dark-finish BBS wheels, and red contrast stitching on the seats. The car, which is being sold by a dealer in Colorado Springs, appears to be unmodified. A 2006 Evo IX MR with 25,000 miles sold for $37,787 back in June on BaT, and a 2006 Evo IX SE with 4,000 miles brought $36,916 in October 2018. This car seems certain to smash those numbers. Featured Gallery 2006 Mitsubishi Lancer Evo IX MR on BaT Mitsubishi Auctions Performance Classics Sedan