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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.

Porsche 911 Targa 4S special makes us want to go Dutch

There's a long list of things that make us love the Netherlands, and not all of them involve activities that would be illegal in most of the United States. Like this latest special edition Porsche 911, for example. Unveiled at AutoRAI 2015 – Holland's premier car show that opened last week – the Porsche 911 Targa 4S Exclusive Edition celebrates the 50th anniversary of Zuffenhausen's iconic partial convertible. It's decked out in Gulf blue, but instead of contrasting with bright orange, nearly everything else on this special Elfen is blacked out: The 20-inch Fuchs-style alloys, the throwback quarter-panel racing stripes, the LED headlight frames... everything but the signature Targa roof bar, which keeps its brushed metal finish. The interior is rather more subdued than you'd find on most special editions, with throwback houndstooth fabric seats and silver stitching. Power comes from the 3.8-liter boxer-six driving 400 horses to all four wheels through a seven-speed dual-clutch transmission. The Sport Chrono Package Plus, a sports exhaust, adaptive suspension and Bose audio system are all fitted as standard. Options include carbon-ceramic brakes, a seven-speed manual transmission and a 30-horse Powerkit. As the name suggests, though, this is a rather exclusive edition indeed. All fifteen examples will be made available exclusively in the Netherlands, priced from ˆ223,230 with the PDK or ˆ229,500 with the manual. That's more than you'd pay for a 911 Turbo Cabrio in the same country, and works out to more than $240k at today's conversion rates. Related Video: Speciaal voor Nederland: Porsche 911 Targa 4S Exclusive Edition - Zeer exclusief uitgevoerde 911 Targa 4S in Gulfblauw - 15 exemplaren om 50 jaar 911 Targa te vieren - Debuut op de AutoRAI Leusden, 16 april 2015 – Porsche Nederland presenteert op de AutoRAI 2015 de 911 Targa 4S Exclusive Edition. Dit model wordt in een oplage van 15 exemplaren door Porsche Exclusive geproduceerd om '50 jaar Targa' te vieren. Alle modellen zijn uitgevoerd in het herkenbare Gulfblauw met accenten in hoogglans zwart en lichtmetalen wielen in het klassieke 'Fuchs-design'. Elke 911 Targa 4S Exclusive Edition wordt geleverd met een fotoboek van de auto en het productieproces. Aansluitend aan de AutoRAI start de levering. De 911 Targa 4S Exclusive Edition is er vanaf ˆ 223.230. De 911 Targa 4S Exclusive Edition is speciaal voor de Nederlandse markt ontwikkeld ter ere van 50 jaar Targa.

Porsche names new chief for North America

Porsche has named a new president and CEO for its North American division. The role will now fall to Klaus Zellmer, named by the executive board back in Stuttgart, and slated to take effect at the beginning of November. Zellmer's appointment is just the latest round in an ongoing game of musical chairs (or Reise nach Jerusalem as the Germans call it for some reason) underway in the Volkswagen Group at large and in the Porsche division specifically. In the wake of the diesel emissions scandal, Porsche CEO Matthias Muller was promoted to replace Martin Winterkorn as head of the entire group. Porsche's own production chief Oliver Blume was named as Muller's replacement. Sales and marketing chief Bernhard Maier moved to the Czech Republic to run Skoda, and Detlev von Platen – who served until now as the president and CEO of Porsche Cars North America – was recalled to Stuttgart to take Maier's place. Now Zellmer has been named as von Platen's successor in Atlanta. Schooled in Germany, the UK, and the US, Zellmer has until now been responsible for overseas and emerging markets for the company. In that capacity he's overseen regional operations in Asia-Pacific, South America, the Middle East, and Africa, as well as Australia, Japan, and Korea. He previously ran operations in Porsche's home market, where he nearly double the company's sales in less than five years. Of course his appointment means that Porsche will in turn need to name a new executive to oversee those oversees markets, but this is about as far as we'll be chasing the ripple effect. Related Video: Klaus Zellmer to lead Porsche Cars North America Detlev von Platen to join Porsche AG Executive Board as new member responsible for global Sales and Marketing ATLANTA, Oct. 13, 2015 /PRNewswire/ -- Porsche AG's Executive Board appointed Klaus Zellmer as new President and Chief Executive Officer of Porsche Cars North America, Inc. (PCNA), effective November 1, 2015. PCNA's current President and Chief Executive Officer, Detlev von Platen, will relocate from Atlanta to Porsche headquarters in Stuttgart, Germany to assume his new role as Executive Board member responsible for global Sales and Marketing, also effective November 1, 2015. He succeeds Bernhard Maier, who was appointed Chairman of the Board of Management for SKODA in the Czech Republic. Mr. von Platen has led PCNA since 2008. Under his leadership North America remained the most important market for Porsche worldwide.