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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.

Reveling in the reveals: BRZ, Civic, Wrangler, QX55

It’s almost like there should have been an auto show this week. If youÂ’re an enthusiast, you know the week before Thanksgiving is when the Los Angeles Auto Show kicks off. This year, thereÂ’s no L.A. show, at least until next May. But Subaru, Honda, Jeep and Infiniti rolled out significant new products this week, making us almost nostalgic for auto shows. Serendipity, or more likely previously allocated marketing budgets, gave us a familiar feel of new products, even though we couldnÂ’t feel or touch them under the bright lights of the Los Angeles Convention Center. LetÂ’s break them down: 2022 Subaru BRZ 2022 Subaru BRZ View 62 Photos Subaru stuck to basic formula here: The 2022 BRZ remains a rear-wheel drive sports coupe thatÂ’s supremely lightweight, adequately powered and attractive. Subaru debuts its new boxer four-cylinder in the BRZ. ItÂ’s rated at 223 hp and you need to rev all the way to 7,000 rpm to achieve that output. I'd prefer a bit more than the 184 lb-ft of torque the powerplant offers (reasonably low in the band at 3,700 rpm), for some more off-the-line grunt. Say 200 lb-ft, though itÂ’s almost a cliche to argue the BRZ is underpowered.  The outgoing BRZ is one of the purest cars IÂ’ve driven, so rather than harp on the power, which will ultimately be fine, give Subaru props for focusing on chassis improvements to improve rigidity by 60 percent and aid turn-in. Admirably, the curb weight is less than 2,900 pounds, and the manual in Premium trim checks in at the lowest, just 2,815 pounds.  Aesthetically, I like it. ItÂ’s busier than before, and thereÂ’s a lot more going on with the front fascia, wheel arches and fenders. ThereÂ’s a bit of a Porsche vibe up front, which is good, and a bit of a Honda Civic vibe in back (think 2010) thatÂ’s not.  ItÂ’s impressive that Subaru resisted the urge to gratuitously power up the BRZ and remained focused on the essence of its goodness and appeal to enthusiasts. 2021 Jeep Wrangler 392 2021 Jeep? Wrangler Rubicon 392 View 75 Photos What effect will the 2021 Ford Bronco have on the Jeep Wrangler? One school of thought is that it will actually make the Jeep better, and the 2021 Wrangler 392 is proof positive that will be the case. With the Bronco attracting spectacular levels of attention, Jeep could not sit idly by and remain focused on incremental changes. It needed to make a splash.

Lexus tops JD Power Vehicle Dependability Study again, Buick bests Toyota

It shouldn't surprise anyone, but Lexus has once again taken the top spot in JD Power's Vehicle Dependability Study. That'd be the Japanese luxury brand's fourth straight year at the top of table. The big news, though, is the rise of Buick. General Motor's near-premium brand beat out Toyota to take second place, with 110 problems per 100 vehicles compared to Toyota's 111 problems. Lexus owners only reported 89 problems per 100 vehicles. Besides Buick's three-position jump, Scion enjoyed a major improvement, jumping 13 positions from 2014. Ram and Mitsubishi made big gains, as well, moving up 11 and 10 positions, respectively. In terms of individual segments, GM and Toyota both excelled, taking home seven segment awards each. The study wasn't good news for all involved, though. A number of popular automakers finished below the industry average of 147 problems per 100 vehicles, including Subaru, (157PP100), Volkswagen (165PP100), Ford/Hyundai (188PP100 each) and Mini (193PP100). The biggest losers (by a tremendous margin, we might add) were Land Rover and Fiat, recording 258 and 273 problems per 100 vehicles. The next closest brand was Jeep, with 197PP100. While the Vehicle Dependability Study uses the same measurement system as the Initial Quality Survey, the two metrics analyze very different things. The VDS looks at problems experienced by original owners of model year 2012 vehicles over the past 12 months, while the oft-quoted IQS focuses on problems in the first 90 days of new-vehicle ownership. Like the IQS, though, the VDS has a rather broad definition of what a problem is. Because of that, a low score from JD Power is no guarantee of extreme unreliability, so much as just poor design. In this most recent study, the two most reported problems focused on Bluetooth connectivity and the voice-command systems. The former leaves plenty of room for user error due to poor design (particularly true of the Bluetooth systems on the low-scoring Fords, Volkswagens and Subarus), while the second is something JD Power has already confirmed as being universally terrible. That makes means that while these studies are important, they shouldn't be taken as gospel when it comes to automotive reliability. News Source: JD PowerImage Credit: Copyright 2015 Jeremy Korzeniewski / AOL Buick Fiat Ford GM Hyundai Jeep Land Rover Lexus MINI Mitsubishi RAM Scion Subaru Toyota Volkswagen Auto Repair Ownership study