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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.

Mercedes pickup could have Nissan DNA

Daimler and the Renault-Nissan Alliance are already close partners. Now it seems that the upcoming Mercedes-Benz midsize pickup might have a little Nissan DNA in it, too. Or maybe not, depending on how you interpret comments by Renault-Nissan CEO Carlos Ghosn. "I don't want anybody to think that because they announced a pickup truck, they have to make it with us. Not at all," Ghosn said at the New York Auto Show, according to Automotive News. "They are completely free to do it by themselves, to do it with somebody else, etc., and also, or to do it with us." The Mercedes Vans division is responsible for the truck's development, and the pickup is aimed at the popular global midsize segment against vehicles like the Ford Ranger and Toyota Hilux. There's no mention of any plans for the model in North America. Instead, Mercedes wants to focus on Latin America, South Africa, Australia and Europe for a launch slated before 2020. Ghosn was quite clear there was no decision either way as of yet. "Is this something that can eventually be on the table? I told you, everything is on the table between us," he said, according to Automotive News. If the two companies do decide to collaborate on a midsize truck, the timing would seem perfect. Nissan completed development of its NP300 Navara in 2014, and the automaker has been at work at least evaluating powertrains for the next Frontier possibly for 2019. Related Video:

Nissan expands, shrinks Leaf recall for missing weld points

Chalk this one up to the quirks of the English language. The other day, we had a post on the recall of a small number of 2014 Nissan Leaf EVs that were missing weld spots. The official bulletin from the National Highway Traffic Safety Administration said that "any vehicle missing welds will be replaced, free of charge." We read that as saying that the welds would be replaced, but in fact it's the cars themselves that will be swapped out. NHTSA said that 211 Leafs were potentially involved in this recall, but we heard from Brian Brockman, Nissan's senior manager of corporate communications, that Nissan is actually looking at, "approximately 276" vehicles. More importantly, Brockman clarified that, "If a vehicle is found to be missing the welds, the entire vehicle will be replaced." NHTSA documents on Inside EVs show that Nissan expects just 0.65 percent of those Leafs will need to be replaced. Brockman wouldn't say exactly how many cars Nissan thinks are affected, but 0.65 percent of 276 is just 1.8 vehicles. Brockman did say that, "you'd be correct to say that we expect the number to be very low." Read Nissan's full statement below. Nissan is conducting a Voluntary Recall Campaign on approximately 276 MY2014 LEAF vehicles to inspect the front member assembly welds. Due to an isolated supplier process error that has been corrected, a small number of vehicles within a subset of MY2014 LEAF vehicles manufactured during a two-week period may have front frame member assembly components that were not welded to proper specification. This can affect crash performance. Within the next few weeks, affected LEAF owners will be asked to bring their vehicle to a certified Nissan LEAF dealer for an inspection. If the vehicle is determined to be affected, Nissan will provide owners with a brand new replacement vehicle at no additional cost. A loaner vehicle will be provided during the vehicle exchange process. It is anticipated that only a handful of retailed vehicles are affected by the weld issue and require vehicle replacement. Nissan is committed to a high level of customer service and satisfaction and is working with its dealers to provide an outstanding ownership experience to Nissan LEAF owners.