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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.

Hotter Subaru WRX STI teased for Detroit, probably the S209

We reported yesterday about Subaru filing an application to trademark the name "S209" for the U.S. Today, Subaru released a teaser video for what we think is that exact car: the WRX STI S209. In a video titled "From Japan with Love," Subaru is seen lapping Virginia International Raceway in a slightly-hotter-than-normal, camouflaged STI. At first glance, it's easy to see it as the STI Type RA from earlier this year. However, looking closer at the aero package reveals a little bit more. A side-by-side comparison between this car and the Type RA reveals prominent canards in front of the wheels, exclusive to what we'll call the S209. No such pieces exist on the Type RA. To make those canards flow into the bodywork, it looks like Subaru tacked on some fender flares surrounding the front and rear wheels. It's noticeably different from other STI variations, so we'll see if Subie keeps them for the production car. Beyond that, it's hardly any different than the Type RA in appearance. The gigantic wing is accounted for, as are the gorgeous gold wheels. Another reason we think this is the S209 is Subaru's video description. It reads, "Something special from Subaru Tecnica International is coming to America for the first time ever." The S20(X) series that started in 2000 with the S201 has been never come stateside before. This series has traditionally produced STIs that have more power, suspension and aero than your regular STI. Most recently, the S208 used a 2.0-liter turbo flat-four that put out 329 horsepower and 319 pound-feet of torque. Of course, the U.S. is still dealing with Subaru's Byzantine-era EJ25 2.5-liter flat-four. More power can be had past that engine's 305 horses it makes here now, so we'll see if that's the route Subaru plans to take. Subaru ended by saying it'll be revealing the car at the Detroit Auto Show in January. The wait won't be long for what we imagine will be the new king of Subarus in the U.S. Related video:

2019 Chicago Auto Show Special | Autoblog Podcast #570

On this week's Autoblog Podcast, Editor-in-Chief Greg Migliore and Associate Editor Reese Counts discuss the 2019 Chicago Auto Show, including the debuts of the Toyota RAV4 TRD, refreshed Toyota Tacoma, the Mazda Miata 30th Anniversary Edition and the new Subaru Legacy. We also announced our best-of-show winners. We also talk about a couple of SUVs we've had at the office, the new Mercedes-Benz G-Class and the BMW X5. Finally, we spend your money on a new, fun vehicle for winter. Autoblog Podcast #570 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown 2020 Volkswagen Jetta GLI 2019 Mazda Miata 30th Anniversary Edition 2020 Subaru Legacy 2019 Ram 1500 split tailgate 2019 Toyota RAV4 TRD Off-Road Chicago Auto Show Editor's Picks Mercedes-Benz G550 BMW X5 Feedback Email – Podcast@Autoblog.com Review the show on iTunes Podcasts Chicago Auto Show BMW Mazda Mercedes-Benz RAM Subaru Toyota Volkswagen Videos Original Video