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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 to join alliance with Honda and Nissan, Nikkei reports

TOKYO — Japan's Mitsubishi Motors is set to join an alliance between Honda Motor and Nissan Motor, creating a tie-up between automakers with combined sales of more than 8 million vehicles, the Nikkei newspaper said on Sunday. Mitsubishi Motors, which is 34% owned by Nissan, will work with Honda and Nissan to finalize the details of their strategic partnership, Nikkei said, adding the three firms intend to standardize in-vehicle software that controls cars. Mitsubishi Motors declined to comment on the report, while a Nissan spokesperson would only say the report was not based on something either of the companies had announced. Spokespeople for Honda did not respond to a request for comment. The push comes as Nissan, Japan's third biggest automaker, has been steadily losing market share in its two largest markets, the United States and China, which together accounted for half of its global sales in the year to March. On Thursday, the company slashed its annual outlook after heavy discounting in the U.S. almost completely wiped out its first-quarter profit. Nissan and Honda said in March they were considering a strategic partnership to collaborate on producing electric vehicle components and artificial intelligence in automotive software platforms. Mitsubishi Motors is already part of a long-standing alliance with Nissan and France's Renault that the three automakers last year agreed to restructure, aiming for a downsized but more pragmatic and agile partnership. Separate collaboration between Nissan, Honda and Mitsubishi Motors could help Japan's automakers cut costs and beef up to battle tough competition in EVs, dominated by companies like China's BYD and Tesla. In China, the world's largest auto market, Japanese brands previously were strong but are now up against domestic automakers that have rapidly increased production and won over consumers with low-priced vehicles loaded with software.

Nissan VP suggests next Z will offer multiple engines

Roel de Vries, the corporate vice president and global head of marketing and brand strategy for Nissan, told Australia's CarAdvice that as far as he's concerned, any engine in the 370Z "[needs] to deliver on what the car stands for and if the 370Z stands for real performance and real driving I think it doesn't need a V6 to do that." At first read, it could look like de Vries is softening us up for a next-generation Z that doesn't come with a V6, a move that would disappoint a lot of the coupe's fans. Or, what if de Vries was actually getting us ready for a Z with multiple engine options, instead of only a V6, in order to expand its global appeal? That appeared to be the gist of his comments, the exec saying that they couldn't sell a V6-engined Z in Europe, but even if they offer a four-cylinder there, the V6 could live on because, "why should we give it up?" With the coupe's current name a factor of the 3.7-liter displacement of it's V6, though, what is the future for a car with several engine options? Said de Vries, "We [will] definitely keep the Z name, but when we did 350 to 370 it was because of the capacity, but who says the next-generation doesn't have three engines and its not just called Z?" This kind of talk has been going on all year, the real question being how many engines will the car get and what's the endgame. At the beginning of the year, ex product chief Andy Palmer said the car codenamed Z35 would use a "downsized four-cylinder turbocharged engine." In August, Motor Trend reported that the next Z would offer "a mixture of smaller but powerful engines," including a hybrid, but that a V6 would remain the headliner. Two weeks later, MT said that Nissan wanted to transition customers from the naturally aspirated V6 to a turbocharged four-cylinder with the same power, eventually, but would begin with both on the menu. Parallel to that are Shiro Nakamura's out-loud musings about how to merge the next Z and the IDx concepts into "a more affordable, more approachable sports car." The answers, whatever they are, will be a big deal for the brand.