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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, Nissan and Hyundai face shutdowns in India over workers' COVID fears

CHENNAI, India — Automakers Renault, its alliance partner Nissan and Hyundai face temporary factory closures in India due to growing unrest among workers concerned about rising COVID-19 infections. Workers at Renault-Nissan's car plant in the southern state of Tamil Nadu will go on strike on Wednesday because their COVID-related safety demands have not been met, a union representing the workers told the company in a letter on Monday. Hyundai said it would suspend operations at its plant, also in Tamil Nadu, for five days starting Tuesday, after several workers staged a brief, sit-in protest on Monday amid rising cases in the state. "The management agreed to close the plant after workers expressed concerns over safety after two employees succumbed to COVID," E. Muthukumar, president of the Hyundai Motor India Employees Union, told Reuters. The unrest highlights the challenges companies face in India amid a huge wave of COVID-19 infections, an overwhelmed health system and a shortage of vaccines which is making employees more fearful. Tamil Nadu is one of the worst hit states with more than 30,000 cases a day last week. The state, an auto hub known as India's Detroit, has imposed a lockdown until May 31 but allowed some factories, including auto plants, to continue operating. The strike threat at the Renault-Nissan plant came ahead of a court hearing on Monday over allegations from workers that social distancing norms were being flouted and factory health policies did not sufficiently address the risk to lives. Renault-Nissan has said it is following COVID-19 safety protocols. At the hearing, a lawyer for the workers argued that while the company had reduced the number of shifts, production numbers had not been cut and the headcount remained the same leading to crowding on the factory floor. The company told the court it had reduced the workforce to around 5,000 from 8,000. It also said it had vaccinated employees over 45 and was willing to inoculate those under 45 if vaccines were made available. The two-judge bench presiding over the case said that while the health of workers is paramount, if industries go down there will be no place for them to work. They also said the company must not take advantage of the exemption granted by the state and should reduce production to meet only necessary export orders. "The production should have fallen ... You also have to assuage the feeling of the workers," said the court, which will next hear the case on May 31.

Mitsubishi and Nissan teaming up on electric kei car

Nissan and Mitsubishi have announced plans to build an electric kei car together. The yet-unnamed car would mark a major step towards electrification of Japan's popular supercompact segment. The car will be powered by a 20 kWh battery and will be engineered to cover daily driving duties in a Japanese driving cycle. The car can also double as a mobile power source or power a home in emergency situations. Nissan says the car will measure 134 inches long, 58 inches wide, and 65 inches tall, in order to comply with laws limiting kei car size. The companies state that the car will be developed by NMKV Co., Ltd., a joint-venture that stands for Nissan Mitsubishi Kei Vehicle. Each carmaker owns a 50 percent stake, and already jointly builds models such as the feline favorite Nissan Dayz, which Mitsubishi sells as the eK. In reality, that likely means Mitsubishi will be developing the car and Nissan will simply slap a badge on it. Nissan has not traditionally built kei cars, choosing instead to rebadge those made by Suzuki or Mitsubishi. In fact, Mitsubishi built the first electric kei car, the i-Miev, way back in 2009, and it was actually sold in the U.S. until 2017. The jellybean-shaped EV was a pioneer in the field, but its 62-mile range from a 16 kWh lithium-ion battery showed the limitations of the technology at the time. Mitsubishi moved about 32,000 of them before they pulled the plug, with a pre-tax-credit price ranging from $23,000 to $31,000. The new Nissan-Mitsubishi kei car will land at around 2 million yen, or $18,200. The price, while slightly more expensive than a gasoline counterpart, bucks predictions from analysts that said prices would skyrocket by 66 to 120 percent if kei cars were forced to electrify. A petrol-powered Nissan Dayz starts at around $15,200. Size-wise, the two share a similar footprint as they are governed by kei car size limits. The special class of cars get unique license plates and other registration cost benefits due to their compact dimensions. A BMW i3 would exceed those boundaries due to its 158-inch length and 70-inch width. However, the larger EV comes equipped with a substantially bigger 42.2 kWh battery good for 152 miles of range. Though no photos have been released, we predict it will look like the iMk concept (pictured above). The car will go on sale in spring 2022. Related Video This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.