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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.

Junkyard Gem: 1980 Subaru 4WD Hatchback

Living in Colorado, where they might as well issue you a Subaru at the state line, I see plenty of worn-out Pleiades-badged cars in the local wrecking yards. Most of them fall into the 15-to-25-year-old age group, but I'll spot the occasional Malaise Era Subaru, from the era when the Leone was sold in North America as, simply, "the Subaru." Here's a 1980 base-level hatchback with the four-wheel-drive option, spotted in a yard just outside of Denver last month. In 1980, the US-market Subaru could be had in three trim levels (STD, DL, and GL), and as a coupe, sedan, hatchback, or wagon (the pickup version was known as the BRAT). This STD hatch is the cheapest possible Subaru available in 1980 with four-wheel-drive, and I'm just disappointed that they didn't put STD badges on the base-level cars. The driver had to choose between front- and four-wheel-drive by hand, using this lever. If you left the car in 4WD for long periods on dry pavement, you'd wear out the tires and/or break something. By 1997, all US-market Subarus had full-time all-wheel-drive, with no driver decisions about driven wheels needed. Subaru offered an automatic transmission and a five-speed-manual for these cars, but just about all buyers of late-1970s/early-1980s Subarus went with the cheaper four-on-the-floor manual. When you see a junkyard car with the keys still present, you can assume that the car ended up here after being totaled by an insurance company or traded in on a new car. A battered 39-year-old Subaru won't get much interest at the sort of auction these cars go to, and so the junkyard ends up being the next stop. The owner's manual was still in the glovebox, and of course I took at home and scanned a few pages (look in the gallery, above, for those scans). The folks at Subaru PR were interested in this book for their archives (they don't have one), so I'll make sure it gets to them soon. Rodent bedding and poop fill the engine compartment, and the employees of this yard marked the car as a hantavirus biohazard. I'd wear a mask if I needed to pull the engine from this car, because hantavirus is a real problem in Colorado and has a scary 35% mortality rate. Speaking of the engine, you're looking at 67 mighty horsepower here. With the car scaling in at about 2,200 pounds empty, drivers needed patience on uphill freeway onramps (actually, they needed patience when driving anywhere). By the standards of Japanese cars of this era, the rust problem doesn't look too bad.

2015 Subaru WRX: Road trip to Maine [w/video]

After driving one of the best sport compacts on the market to one of the best-driving-roads states in the Union, who'd have thought that one of my big takeaways would be... great fuel economy? And yet, after putting more than 2,200 miles on our long-term 2015 Subaru WRX, driving from Ann Arbor, MI, to The Great State of Maine and back, my overall fuel consumption figures were almost as baffling as the premium-gasoline prices throughout Canada. In the early part of the now-past autumn, my wife Molly and I were happy to make use of the long-term WRX for our annual road trip from Michigan to Maine. Our goal, as ever, was to fit as much hiking, boating and lobster eating as we could into a one-week span. And, with the sporting Scoobie as our ride this time, I also hoped to spend time bombing down some of my favorite roads through the White Mountains. Anyone that pays attention to the industry knows that New England is a hot spot for Subaru sales, but it turns out that the WRX is just about tailor made for enjoying the best of Maine, too. First up, though – as it was the most surprising to me – is the fuel economy story. I knew going into the trip that I'd log more than two grand on the odometer, but I never expected the returns to be quite so positive as they ended up netting out. My total observed economy over 2,226 miles was 28.38 miles per gallon, or just a fraction better than the EPA estimated highway number of 28 mpg. How'd I do that? My total observed economy over 2,226 miles was 28.38 miles per gallon. Well, for starters, the stretch of Canadian highway between Michigan and Vermont is exceptionally long, flat, straight and dull. Excepting the inevitable traffic around Toronto, the trip is mostly of the "set it and forget it" variety, typically at a cruise of about 72 miles per hour (so as not to attract the Mounties). Doing that haul, I had one tank of premium (15.9 gallon capacity) last for 466 miles, running a trip-best 31.9 mpg. Considering that the Canadian petrol was running me roughly five American bucks per gallon, I appreciated the Subie's newfound frugality. One small issue, tangentially related to fuel, did crop up on the road. The WRX's gas door stopped popping open when I pulled the lever after my second fill up. As it turned out, there is a technical service bulletin out for this very issue, which was looked after as soon as we got back to the States.