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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 might build WRX hatchback after all

The 2015 Subaru WRX is awesome. Really awesome. We told you as much in our first drive of the new sedan back in December. Honestly, our only complaint about Fuji Heavy's new performance machine is that it's no longer offered as a hatchback - the new WRX is a sedan-only affair, despite the more functional five-door variant accounting for some 50 percent of sales in the car's last generation.
But there's hope on the horizon, if a report from Australia's Motoring.com is to be believed. Speaking with Masuo Takatsu, Subaru's general manager for the WRX, the company is now re-considering putting the "hatch" back in its hot hatch.
"We have received strong interest from the US, where the hatchback was 50 percent (of previous-generation WRX sales), so we're now considering," Takatsu told Motoring, noting that the United States is Subaru's main target for this car. Additionally, Takatsu said the company's decision to only offer the sedan was the result of limited engineering resources, echoing statements we've previously heard from Subaru's US arm.

Everything new at the 2019 New York International Auto Show

Transcript: Welcome to the 2019 New York Auto Show. It's the last auto show, and so far it's my favorite of the year. We have a new buggy, compact pickup and trail ready SUV from Volkswagen. Ford brought the new Escape and a new Mustang performance variant, and we have a brand new Toyota Highlander and Subaru Outback. Let's go take a look around. We're here at the New York Auto Show with the Subaru stand. Normally the Subaru stand is just some white carpet and some show lighting. This year it's like we're in a national park. It's ... Frankly, I'm from Oregon. You're from Colorado. Yeah. It's making us feel at home. And in that way what better place and what better people to introduce this Subaru Outback which is pretty much the official car of Colorado and Oregon. Yeah. You actually have to buy a Subaru before they let you move to Colorado. Now instead of climbing up there and taking a look because we've been told we can't do that we're gonna go over there and check out another one. So the exterior, not that different. No. Looks exactly like an Outback. There's actually oddly a little more black plastic trim on the outside. A little too much for me. Right. It's interesting because it kind of slowly went away from that from the beginning because in the beginning the black plastic trim kind of made it an Outback, and now they're kind of bringing it back. I guess they needed to make it more macho. Right. Right. Now we're inside. Inside it looks pretty different. Swank. It's kind of swank for an Outback which has been pretty plain. Now this is the newly available vertically gigantic touch screen here. 11.6 inches. That is massive. This is how big it is when it's turned on ... just for the viewers. Now this is the onyx trim. So with that you get the black mirrors, the black wheels. This upholstery is special to the onyx, so it's gray and black and you also have this green stitching. Yeah, I like this accent stitching. It's kind of neat. Oh there's also a little tray there. Well this is a deep bin here. You can probably fit a phone. There we go. Almost. Yeah there are two USB ports. There's an additional two in the backseat. So this thing here you pop in the cup holder and it gives you a little more space or less space. These are really big, so if you have one of those Nalgene bottles I'm guessing it's going to fit in there. One of my complaints about my Subaru that I own now which is a naturally aspirated Crosstrek is that up in the mountains. It's slow?