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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 shares 'truth about Autonomous Drive cars'

Drive our cars. No, wait, don't drive our cars. Nissan chief Carlos Ghosn is delivering a message about autonomous driving that's less mixed than it sounds on the surface. As part of his public dialogue from LinkedIn's "Influencer" series, Ghosn said in a company announcement that "hands-free" driving is part of the Japanese automaker's "near-term technology." In fact, cars that can self-drive in heavy, stop-and-go traffic, may be ready for the market by late 2016. That should please texters everywhere. 2018 may be the year cars with lane-changing, hazard-avoiding capabilities will see the light of day, while by 2020, Nissan may feature a "complete package" of autonomous-driving features, Ghosn writes. As for the proverbial driver-less car? That's at least a decade out but ultimately likely, according to Ghosn. Nissan said early last year that some autonomous versions of its vehicles may be available in the US by the end of the decade, and that it was in talks with California regulators about the idea of self-driving cars on the state's roads. Nissan has worked with institutions such as MIT, Stanford and Oxford at developing autonomous-drive concepts, and has tested self-driving versions of the Leaf electric vehicles in Japan. Check out excerpts of the Ghosn "interview" below. The truth about Autonomous Drive cars, by Carlos Ghosn The following is the latest from Carlos Ghosn's LinkedIn Influencer series. Read all of Mr. Ghosn's LinkedIn Influencer articles here. There has been a lot of talk in the media recently about "Autonomous Drive" technology and a potential future of driverless cars. No doubt, Autonomous Drive technology will change how we approach driving. I expect it to result a significant transformation in transportation. But all the talk has left many drivers a bit confused. After years of promoting "eyes on the road, hands on the wheel," the auto industry is now talking about reading your email or a book while you drive – and the prospect of maybe not even needing a driver. So it's a good time to address the questions that arise whenever this subject comes up: Q: What is Autonomous Drive? A: Autonomous Drive combines the technology of robotics, artificial intelligence, sensors and car-to-car connectivity. It is a range of technologies that will be added to our cars over the next several years.

Infiniti is pulling out of Western Europe, cutting models

BEIJING — Nissan's premium brand Infiniti has announced it will exit Western Europe early next year, as it restructures its global operations and focuses on the world's top two auto markets. Infiniti said it will discontinue the Q30 sedan and the QX30 sport-utility vehicle and cease their production by the middle of 2019 at Nissan's manufacturing factory in Sunderland, England. Both models are sold globally but produced only in Britain. The QX30 is sold in the United States. The move comes as Infiniti seeks to divert its resources to markets with bigger opportunities, such as China and the United States, from a region where non-European premium brands are struggling to compete against local players such as Audi, BMW and Mercedes-Benz. Nissan also recently scrapped plans to build its new X-Trail SUV in Britain amid the uncertainty surrounding Brexit, saying it had taken the decision to optimize its investments by building the next generation model in Japan. "Western Europe remains the most challenging and competitive region for premium cars," Infiniti's chief spokesman, Trevor Hale, told Reuters. Infiniti's sales in western Europe almost halved last year to 5,800 vehicles. In addition to the tough competition, the Japanese premium brand, headquartered in Hong Kong since 2012, has struggled to effectively meet emissions and other regulatory requirements in the region, Hale said, referring to stringent Euro 6 emissions requirements and other regulatory challenges. "The commercial reality for Infiniti in Western Europe is that there is simply no visibility of a viable and sustainable business, especially given the regulatory challenges," he said. Infiniti said an exit from Western Europe will allow it to focus on its initiative to electrify a good portion of its product portfolio from 2021 and discontinue diesel offerings. The brand plans to focus more on its SUV lineup in North America, bring five new or significantly-redesigned vehicles to China over the next five years, improve quality of sales and residual value and realize more synergies with Nissan. "This is all part of Infiniti's vision to become a top challenger brand in the premium segment," it said. As it prepares to withdraw from Western Europe, Infiniti said it is working to find alternative opportunities for employees who would be affected, consulting with employee representatives where necessary and identifying opportunities for transition and training support where appropriate.