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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.

Renault ousts CEO days after Nissan gets a new one

Newly-appointed interim CEO Clotilde Delbos and Chairman of Renault SA Jean-Dominique Senard. / Reuters   PARIS — Renault ousted chief executive Thierry Bollore on Friday, as the French carmaker and its Japanese partner Nissan seek to rekindle their alliance following the scandal-hit tenure of former alliance supremo Carlos Ghosn. Tensions between Renault and Nissan, which picked a new CEO on Tuesday, have been high since Ghosn's arrest in Tokyo last year on allegations of financial misconduct, which he denies. Bollore, who was close to Ghosn and had strained relations with Nissan's previous boss, will be replaced on an interim basis by Renault finance director Clotilde Delbos. With new faces at the helm, Renault chairman Jean-Dominique Senard is hoping to draw a line under almost a year of turmoil and revive cooperation between two carmakers once seen as destined to fully merge. That is vital at a time when auto markets are slowing and carmakers are having to invest in costly new technologies as well as meet challenging European emissions regulations. "We're at a new stage now for this alliance. Sometimes you need new management ... to breathe new life into things," Senard, who was brought in earlier this year from tyre maker Michelin, told a news conference in Paris. He said three members of Renault's 18-strong board abstained in the vote to remove Bollore, who hit out at his looming dismissal in a newspaper interview the night before, calling it a coup. Following Ghosn's arrest, a feeling of stagnation around joint Renault-Nissan projects, including on issues such as advancing on cost savings, had begun to set in, people at Renault have said. These would now be the first priority, according to a source close to the carmaker. "There are a lot of concrete matters that have already been identified, including on the industrial front: working on batteries, electric vehicles, connectivity, purchasing and self-driving cars," the source said. Shares in Renault closed up 5.1%. 'Coup de force' Tensions between Renault and Nissan were further inflamed this year, including during various spats over governance reforms, and after a failed deal to pair Renault up with Fiat Chrysler, which withdrew a merger offer. Senard reiterated on Friday that a tie-up with Fiat, which was abandoned in June, was not at present on the agenda.

New allegations against Ghosn concern payments to Saudi businessman

BEIJING – Fresh misconduct allegations brought by Tokyo prosecutors against ousted Nissan Chairman Carlos Ghosn center on the use of company funds to pay a Saudi businessman who is believed to have helped him out of financial difficulties, two company sources with knowledge of the matter said. Prosecutors arrested Ghosn for a third time on Friday, accusing him of aggravated breach of trust in transferring personal investment losses to the automaker. The prosecutors' statement said they believe that around October 2008, Ghosn was trying to deal with losses on paper of 1.85 billion yen ($16.6 million) incurred on a swap contract he had with a bank which it did not name. A person helped arrange a letter of credit for Ghosn and a company run by the person later received $14.7 million in Nissan funds in four installments between 2009 and 2012, the statement said, adding that the payments were made in Ghosn's and the person's interests. "By doing so, (Ghosn) behaved in a way that breached trust, and inflicted damage on the property of Nissan," the statement said. The statement also said Ghosn had earlier sought to have Nissan shoulder the appraisal losses directly. According to the Nissan sources who have knowledge of the company's probe into its former chief, the person who helped Ghosn is Khaled Al-Juffali, vice chairman of one of Saudi Arabia's largest conglomerates, E. A. Juffali and Brothers, and a member of the board at the Saudi Arabian Monetary Authority. He is also majority owner of a company called Al-Dahana which owns half of a regional joint venture called Nissan Gulf with the other half held by a wholly owned unit of Nissan Motor. Sheikh Khaled Juffali has no comment on this subject, according to an emailed statement from E. A. Juffali and Brothers. Ghosn's Tokyo-based lawyer, Motonari Otsuru, was unavailable for comment on this article, according to a person who answered the phone at his law office. A representative for the Ghosn family declined to comment. Other media have said Ghosn has through a lawyer denied that he shifted losses to Nissan and has told investigators that the four payments were for legitimate business purposes, including a reward for handling problems at Nissan dealers in Saudi Arabia. Tokyo prosecutors declined to comment. Asked about Ghosn's reported comments, a Nissan spokesman said: "We cannot comment on matters related to Ghosn's arrest for breach of trust.