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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.

Nissan expands Altima hood latch recall to 625k cars

Nissan is tacking on 2014 and 2015 models to its October recall of the 2013 Altima sedan. In that case, 220,000 vehicles were recalled due to a problem with the car's secondary hood latch. It's the same story this time around, as 625,000 vehicles, ranging from model years 2013 to 2015, are being recalled. As with the October recall, the secondary hood latch may not be secure, even if the hood appears closed. That increases the chances of the hood flying up while the vehicle is in motion. Of course, the primary release needs to be triggered for that to happen. Provided that doesn't happen, there's not a tremendous degree of danger. That said, the lack of the redundant safety feature is enough to warrant the recall. According to the National Highway Traffic Safety Administration bulletin, Nissan hasn't released a plan for repairing the vehicles. Owners, though, can reach out to customer service for additional details. The number is available below. Report Receipt Date: FEB 27, 2015 NHTSA Campaign Number: 15V116000 Component(s): LATCHES/LOCKS/LINKAGES Potential Number of Units Affected: 625,000 Manufacturer: Nissan North America, Inc. SUMMARY: Nissan North America, Inc. (Nissan) is recalling certain model year 2013-2015 Nissan Altima vehicles manufactured March 1, 2013, to December 31, 2014. In the affected vehicles, the secondary hood latch may bind and remain in the unlatched position when the hood is closed. CONSEQUENCE: If the primary latch is inadvertently released and the secondary latch is not engaged, the hood could unexpectedly open while driving, increasing the risk of a vehicle crash. REMEDY: A remedy plan or a notification schedule has not yet been determined. Owners may contact Nissan customer service at 1-800-647-7261. Note: This recall is an expansion of recall 14V-565. NOTES: Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.

Nissan's Ghosn called out by Deltawing's Panoz in print ad

When the Nissan ZEOD RC limped to the side of the Circuit de la Sarthe a mere five laps into this year's 24 Hours of Le Mans, we imagine that a certain American motorsports figure at least smirked a little. Don Panoz's ongoing feud with Nissan probably means he wasn't sorry to see the arrow-shaped racecar's poor showing, and now he's stepping up his campaign against his former racing partner.
For those who need a refresher, back in 2012, Panoz and Nissan teamed up to field the DeltaWing, an innovative, wedge-shaped racer, as the first entry in the 24 Hours of Le Mans' experimental Garage 56 concept. The car rapidly became a fan favorite. The Panoz/Nissan alliance didn't last, though, and before long, the DeltaWing's designer was getting a paycheck from Nissan and the ZEOD RC racer arrived. Shortly after that, Panoz began mulling over a lawsuit alleging intellectual property infringement. The American motorsports icon would eventually pull the trigger on a suit back in December of 2013.
Panoz's latest move in the ongoing feud involves an open letter in both The Nashville Tennessean, the paper that serves Nissan's US headquarters, and trade paper Automotive News. The letter calls out Renault-Nissan CEO Carlos Ghosn directly, and points out some of the similarities between the DeltaWing and the ZEOD RC, going so far as to quote the original car's designer, Ben Bowlby.