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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.

Auto journalist ordered to pay big money for blowing up Porsche 917 engine [UPDATE]

Racecars blow engines all the time, but a Porsche 917 isn't just a run-of-the-mill racecar. British automotive writer Mark Hales reportedly borrowed a 917 from 82-year-old former Formula One racer David Piper for a magazine article, and mechanical tragedy ensued. Nobody is arguing that the engine failed after being spun to 8,200 rpm. However, Hales was warned not to exceed 7,000 rpm, says owner Piper, and the affair landed in English courts with Piper seeking £50,000 - over $79,000 US - in reimbursement funds for an engine rebuild and loss of use of the car while it was being repaired. Judge Simon Brown ruled in favor of car owner Piper, putting Hales on the hook for £110,000 ($174,000) including legal fees - a whole lot of money in any language.
Hales says the Porsche suffered a mechanical fault while lapping that allowed it to slip out of gear and over-rev. Piper wasn't convinced, and sought to have the repair paid for by the guy who broke the racer, saying "If you bend it, you mend it." It's not like Hales is a novice driver, having seat time in both professional and amateur races over 30 years, notching about 150 wins, but even the best drivers sometimes miss a shift, and that's what Piper contended happened to his car.
According to reports, Hales has had to sell most of his valuables to pay his lawyers and is now facing bankruptcy with the ruling against him. Members of the Pistonheads website are trying to coordinate a collection to help him out, as well.

Porsche 911 RSR in bizarre, terrifying rally crash

As far as rally crashes go, this one is pretty terrifying. At this month's Hellendoorn Rally, Harry Kleinjan failed to negotiate a turn and drove his Porsche 911 RSR straight into a Jersey barrier, flipping the car into the river.
While it's unclear what caused the accident, German Car Scene notes, "We can see his brakes locking up ahead of the impact, which also ripped both driver's side wheels off, so it may be a case of ill-judged late braking, locking brakes or a jammed throttle." Us? We're betting it might have been bad pace notes. Fortunately for Harry and his co-driver, all indications are that no one was hurt. Check out the videos below to see the spectacular crash for yourself.