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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.

Recharge Wrap-up: utility sells discounted Powerwall, Nissan-Renault builds 340K EVs

Vermont electric utility Green Mountain Power is selling discounted Tesla Powerwalls to its customers in hopes of balancing the grid. The battery packs would be used not just to help customers store renewable energy for home solar systems or as backup power, but also to occasionally discharge power back to the grid when needed. In addition to this decentralized energy storage being useful to customers, it also benefits the utility by taking demand off energy generating infrastructure during periods of peak demand. The pilot project will put 500 Tesla Powerwalls in customers' homes. Learn more at Green Car Reports, or in the story from Vermont Public Radio. Together, Nissan and Renault have built 340,000 electric cars. The allied Japanese and French automakers hit 100,000 EVs in July 2013, 200,000 in November 2014, and a quarter million in June of 2015. The Nissan Leaf, which first went on sale at the end of 2010, makes up the bulk of the EVs the Renault-Nissan Alliance has sold. Renault delivered its 50,000th Zoe EV in April 2016. Leaf sales have declined in the US in recent months, due at least in part to the anticipation of the Chevrolet Bolt and Tesla Model 3. Nissan, however, is expected to update the Leaf with a 200-mile driving range in the coming years. Read more at Green Car Reports. Students at the Bearys Institute of Technology (BIT) in Karnataka, India have built what they call the Hybrid Water Car. The car uses a system to electrolyze hydrogen from water and add it to the fuel for more efficient combustion. The system has been placed into a chopped up, lightweighted Maruti Omni. While the benefits of onboard hydrogen electrolyzers have been debated for some time, the BIT students don't plan to stop there, as their next project car will be fueled completely by hydrogen. Read more from Car and Bike. Facebook has hired Rich Heley away from Tesla. The former Tesla VP of Product Technology is making the move to the social media giant's new Building 8 research lab. Heley joined Tesla in November 2013 after working at Apple. Read more at Automotive News.

About 20k Nissan Pathfinder, Infiniti JX models recalled for potentially faulty brakes

The National Highway Traffic Safety Administration has issued a recall for the 2013 Nissan Pathfinder and 2013 Infiniti JX due to a problem with the front brakes. The problem is a result of the brake torque member (a part that attaches the brake caliper to the front suspension), which was cast improperly with a structural weakness that could possibly lead to "reduced braking, increasing the risk of a crash," according to NHTSA. How, you ask? If the part breaks, the brake caliper could move position and possibly make contact with the wheel.
Around 20,000 of these sister crossovers are being recalled, but it doesn't sound like all were equipped with the faulty component. Dealers will inspect vehicles built between December 3, 2012 and January 29, 2013, and replace components from the defective batch. The recall goes into effect next month, but until then, the official recall notice is posted below with information for how owners can contact Nissan.