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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.

Subaru recalling 32K Imprezas for potential airbag fault

Following a preliminary evaluation by the National Highway Traffic Safety Administration in April 2015, Subaru is recalling 32,400 examples of the 2012 Impreza sedan and hatchback to repair the Occupant Detection System. The affected vehicles have production dates between April 21, 2011, and February 16, 2012. However, the WRX and STI are excluded from this campaign because they use a different part. The Impreza's problem concerns the front passenger seat's Occupant Detection System. In these models, the part uses capacitance to determine if someone is present and activates the airbag. According to the documents submitted to NHTSA (as a PDF), if the person sitting there uses a device plugged into the accessory outlet or touches an electrically grounded part like the metal seat adjuster, the ODS recognizes an increase in capacitance. It can then deactivate the airbag. Obviously, this could be a hazard in a crash, but there would be a warning light showing the safety device as off. To solve the problem, dealers will install a modified Occupant Control Unit. The initial investigation was prompted after 26 complaints to NHTSA about the ODS not working properly. In 2012, Subaru also issued a technical service bulletin that attempted to repair the issue. Related Video: RECALL Subject : Front Passenger Air Bag may not Deploy Report Receipt Date: JUL 01, 2015 NHTSA Campaign Number: 15V419000 Component(s): AIR BAGS Potential Number of Units Affected: 32,400 All Products Associated with this Recall Vehicle Make Model Model Year(s) SUBARU IMPREZA 2012 Details Manufacturer: Subaru of America, Inc. SUMMARY: Subaru of America, Inc. (Subaru) is recalling certain 2012 model year Subaru Impreza 4-Door and Station Wagon vehicles (except WRX/STI models) manufactured April 21, 2011, to February 16, 2012. In the affected vehicles, the Occupant Detection System (ODS) may deactivate if a front seat passenger operates a device that is plugged into the power outlet such as a music player or cell phone, or touches a metal part of the vehicle such as the forward/rearward seat adjuster lever. CONSEQUENCE: If the ODS deactivates, the front passenger air bag will be turned off and the front passenger air bag will not deploy in the event of a crash, increasing the risk of injury to the seat occupant. REMEDY: Subaru will notify owners, and dealers will replace the Occupant Control Unit with a modified one, free of charge. The manufacturer has not yet provided a notification schedule.

The List #0178: Attend Rally School

Jessi and Patrick attend Team O'Neil Rally School in Dalton, NH, to learn how to shred in the snow. Veteran instructor and school founder Tim O'Neil demonstrates left-foot braking, slalom techniques, turning, proper ways to blip the throttle and more in this episode. They get behind the wheel of modern Ford Fiestas with front-wheel drive and a vintage Audi Quattro with all-wheel drive. They catch on quickly, and O'Neil tells Patrick: "Tell your grandchildren you are a rally driver." Watch as our hosts check "attend rally school" off their list. Have an RSS feed? Click here to add The List. Click here to subscribe to The List in iTunes. Click here to learn more about our hosts, Jessi and Patrick. Audi Ford Subaru The List Videos rally quattro