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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.

Chrysler recalling 67k trucks with manual transmissions

Earlier this month, Chrysler announced the recall of some 280,000 pickup trucks over concerns that their axles could seize up. Now the automaker has announced an entirely separate recall of another 66,819 trucks over the springs that could break in the clutch ignition interlock switch. The recall affects Dodge Ram 1500, 2500 and 3500 pickups, as well as the Dodge Dakota and Mitsubishi Raider. The issue is relevant only to those trucks fitted with manual transmissions, from the 2006 and 2007 model years and manufactured between July 1, 2005, and July 31, 2006. Since a broken spring could, according to statements issued by the National Highway Traffic Safety Administration and FCA US LLC (previously known as the Chrysler Group) prevent the vehicle from starting, or cause it to move unintentionally once the ignition kicks over, the automaker will begin notifying owners of the affected vehicles just before Valentine's Day to bring their trucks into their local dealers to have the clutch ignition interlock switch replaced. FCA emphasizes, however, that the unintended movement would only occur "in rare cases" and only "if recommended starting procedures are not followed." Only one such case is known to have occurred, but it did regrettably result in a fatality. Statement: Clutch Ignition Interlock Switch December 29, 2014 , Auburn Hills, Mich. - FCA US LLC is launching a voluntary global recall of an estimated 66,819 older-model pickup trucks equipped with manual transmissions. The Company will replace their clutch ignition interlock switches at no charge to customers. An investigation by FCA US engineers discovered switches in certain model-year 2006 and 2007 pickups may be equipped with spring wire that differs from wire used in previous switches. The alternate wire may break and, as a result, the vehicles may not start. In rare cases, a vehicle may – if recommended starting procedures are not followed – exhibit unintended movement when its ignition key is turned. The Company is aware of one fatality related to this campaign. It stemmed from the single known accident involving this population of vehicles. The recall covers certain Dodge Dakota, Dodge Ram 1500, 2500, 3500 and Mitsubishi Raider pickups. Switches with the alternate wire were not used in any vehicles produced before July of 2005, or after June of 2006. The Dakota and Raider are no longer in production.

Mitsubishi Outlander PHEV arrives in UK with 'no' price premium

For UK buyers who are interested in a plug-in hybrid SUV, the Mitsubishi Outlander PHEV just got a little bit sweeter. The reason is that the base model of the vehicle will be available with or without a plug for the same price at the base diesel model. "If it's not going to save people money, they won't buy it" - Mitsubishi UK's Lance Bradley According to Cars UK, the price for the Outlander PHEV will be GBP28,249 (about $47,000 US) after a government grant of GBP5,000. In other words, the plug-in SUV actually costs GBP33,249 ($55,000) but thanks to pro-EV regulations, buyers can choose the powertrain they want, not the one they can afford. The managing director of Mitsubishi UK, Lance Bradley, told BusinessCar that it just makes sense to price the two vehicles at the same level. "There are some clever cars in the market but they're all too expensive," he said. "There should be a clear cost benefit because if it's not going to save people money, they won't buy it. The Outlander PHEV has an all-electric range of 32 miles, a top speed of 75 miles per hour in EV mode and a towing capacity of over 3,000 pounds. The SUV invades Britain in May and is scheduled to arrive in the US in 2015. Mitsubishi Motors North America's Melvin Bautista told AutoblogGreen that the UK price equivalence doesn't mean anything for the US, and that the company hasn't even begun the pricing for the vehicle in the US. The way the vehicles are packaged in the UK is also be different than how things work in the US, so we can't read anything into the UK price. Another factor is that, at the time when the PHEV launches in the US, the standard gasoline version will be undergoing a light facelift, which will also be applied to the PHEV model. This isn't the first time an alternative-fuel powertrain vehicle has cost the same as the old-fashioned gas model. The 2013 Lincoln MKZ could be had with a 2.0-liter hybrid or a 2.0-liter turbocharged EcoBoost four-cylinder for the same price.