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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.

2020 Toyota Highlander vs other 3-row crossovers: There can only be one!

We've done quite a few spec comparison posts involving three-row family crossovers, and when included, the Toyota Highlander has always been the runt of the group. While the rest increasingly seemed to be benchmarking each other toward greater girth, the Highlander was the outlier.  That changes a bit for the 2020 Toyota Highlander, but only a bit. It's now larger and more competitive, specifically in regards to the amount of cargo space aft of the third-row seat. As you can see below, this aligns the Highlander most closely to its long-time competitor the 2020 Honda Pilot. However, let's see how it stacks up to others in the segment, which is heavily populated now, so for the sake of space, we've selected the newest entries: Kia Telluride, Hyundai Palisade, Subaru Ascent and Ford Explorer. The order in which they are presented is random.  Performance and fuel economy The 2020 Highlander is more than 200 pounds lighter than its predecessor, but has the same 295-horsepower V6 engine that was already one of the strongest in the segment. We'd say that would give it a leg up, but the Pilot and Explorer have proven to be sprinters, delivering 0-60 times in the low-6 range by some publications' stopwatches (or VBoxes, whatever). We don't expect the Highlander to beat them, but it may dip into the 6's. The heavy, less-powerful Subaru Ascent is most likely to take up the rear. It's fuel economy of 23 mpg combined also matches the Highlander and Explorer for segment-best. Remember, however, that the Explorer's turbocharged inline-four engine is likely more susceptible to differences in driving style (read: a heavy foot).  Of course, if you're really interested in fuel economy, the Highlander and Explorer are the only vehicles in the segment to offer hybrid versions. The Ford Explorer Hybrid puts a greater emphasis on performance, however, resulting in lower estimates of 25 mpg combined (AWD) and 28 mpg combined (FWD). By contrast, the new 2020 Toyota Highlander Hybrid is estimated to return 36 mpg combined.  Passenger and cargo space According to Highlander chief engineer Yoshikazu Saeki, he had a choice of two directions with the new Highlander. He could have indeed made it bigger, matching these very competitors, especially in terms of third-row and cargo space. Or, he could have maintained a smaller-than-average size. He obviously chose the latter. First, it was the size customers had come to expect. Would they be put off by something bigger?

Subaru punches out 15 millionth Boxer engine

It's a small milestone for our favorite manufacturer of gold-wheeled, all-wheel-drive sedans and crossovers, as Subaru announced that it has built its 15 millionth Boxer engine – a mere 49 years after it installed a tiny, horizontally opposed, four-cylinder mill in the 1966 1000 sedan. The milestone engine powers something a good bit larger than the 1000, which was (ironically considering Subaru today) the brand's first front-drive vehicle. Today's boxer, the so-called FB25 2.5-liter four, was built for the current Legacy and Outback. The 15 millionth Boxer hasn't been the brand's only accomplishment in 2015. The company built its 14 millionth Symmetrical all-wheel-drive system just last month. Subaru has only been at its trademark AWD system for 43 years, and with sales going the way they are, it seems only a matter of time before the Boxer engine is surpassed. Related Video: