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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.

Ghosn: 'We are getting there' on making Nissan Leaf profitable

After 19 months in a row of record sales in the US, the money picture for the Nissan Leaf is steadily improving. To date (well, until the end of September), Nissan has sold 63,944 Leaf EVs in the US and a total of around 140,000 globally. The company produces the electric vehicle in three countries: Japan, the UK and the US and has sold more standard passenger EVs than any other automaker. Add all that up and you get to an EV that is just about to be profitable. "We are getting into positive, which is good for this technology." – Carlos Ghosn At least, it is according to Carlos Ghosn, the CEO of Renault-Nissan, who spoke to reporters at that Paris Motor Show this week. "We are getting there [to Leaf profitability]," Ghosn told Automotive News. "Are we amortizing and depreciating everything we have spent? No. But if you look at margin of profit – the direct cost of the car and the revenue of the car – we are getting into positive, which is good for this technology." Automakers are notoriously closemouthed when it comes to sharing specifics about the higher cost of alternative vehicle technologies compared to standard ICE vehicles. Still, statements like this – as well as a knowledge about how long it took Toyota to make money from the Prius and overall industry amortization – show that Nissan could well be sitting pretty when it comes to keeping EVs around for the long term. Given some of the other news we've heard recently, it's got to be nice to have some stability.

Nissan breaks annual EV sales record with two months to spare

Nissan has sold more pure EVs in the US this year than any other automaker, ever. And there are still two selling months left. Last year, Nissan sold a record 22,610 Leaf electric vehicles in the US. This year, through the end of September, Nissan sold 21,822 Leafs and has been selling more than 2,000 a month for the last seven months (in some cases, over 3,000). Basic math skills make it clear that 2014 would handily beat 2013, so now we get to play the guessing game to figure out by how much. Nissan isn't yet saying what October sales were (the month isn't over yet, and we're expecting the numbers on Monday) but if we look up the general trend for the last quarter of 2013, sales stayed steady (compared to the previous months) in October and November and then shot up in December. Given the overall increase in 2014 versus 2013 (up 36 percent through the end of September), who wants to bet that Nissan will sell more than 30,000 Leafs this year? Anyone? Compare Leaf sales with the other plug-in vehicle that went on sale alongside the Leaf at the end of 2010: the Chevy Volt sold over 23,000 units in 2012 and 2013 but is way down so far this year (14,540 through the end of September). An updated Volt will go on sale in the second half of 2015. Nissan has not disclosed when a new Leaf will go on sale. Nissan has sold over 142,000 first-gen Leafs around the world and over 64,000 in the US. Nissan LEAF sets annual U.S. electric vehicle sales record - again NASHVILLE, Tenn. – With more than two months remaining, Nissan LEAF has shattered the record for the most U.S. electric vehicle sales in a single calendar year, surpassing the previous record of 22,610 that it set in 2013. "With nearly 20 electric cars or plug-in hybrid models on the road today, Nissan LEAF remains at the head of the class, outselling the nearest competitor by 50 percent through September," said Brendan Jones, director, Nissan electric vehicle Sales and Infrastructure. "Since the initial launch in 2010 our primary goal is to bring electric vehicles to the mass market in a practical and fun-to-drive package, and we continue to deliver electric cars to more new buyers than anyone else." LEAF sales in 2014 through September are up more than 36 percent compared to the same period last year. With more than 142,000 LEAF sales globally since launch and more than 64,000 of those in the U.S., Nissan is the global leader in electric vehicles. (Nissan will announce October U.S. sales on Monday, Nov.