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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.

2018 Subaru Outback to show fresh new face in New York

The refreshed and facelifted 2018 Subaru Outback was revealed today, just ahead of its debut next week at the 2017 New York Auto Show. While not all new, the Outback gets a more aggressive appearance, improved ride and handling, and some new standard and optional equipment. Pricing hasn't been announced, but the 2018 Outback will go on sale sometime later this year. While there haven't been many changes to the overall body, the Outback's front and rear fascias have been updated to fall in line with the rest of Subaru's lineup. The C-shaped headlights and wide grille recall the new 2018 Subaru Crosstrek. According to Subaru, the shape is supposed to remind you of the boxer engine design, with the lights moving outward from the grille. The LED headlights are available with a feature that points them in the direction of the steering wheel. Limited and Touring models come with automatic high beams courtesy of Subaru's EyeSight safety suite. New cladding on the front is intended to better protect the body from dirt and rocks when soft-roading. There will be new wheel designs across the entire Outback range. 2.5i base and Premium models come with 17-inch wheels, while Limited and Touring models come with 18-inch wheels. All models except the range-topping Touring come with roof rails with retractable crossbars. The Touring comes with low-profile rails and detachable crossbars. Subaru claims improvements to the Outback's chassis and suspension provide a smoother, quieter ride than the current model. The brakes and the electronic power steering have also been retuned for a more linear response. Improvements to the CVT, the door mirrors, side glass, and wheel wells should help quell some road noise. There have been upgrades to the interior, including a redesigned center console. Backseat passengers now have access to two USB ports. New materials and colors will be available for both the seating surfaces and trim pieces. Subaru also says an improved air conditioning system will cool the cabin more quickly than before. The 2018 Outback gets the latest version of Subaru's Starlink infotainment system. That means Bluetooth phone and audio, Apple CarPlay, Android Auto, and a TomTom navigation system with three years of map updates in the top level models. The standard touchscreen is 6.5 inches, while an 8-inch system is an available option. Premium, Limited, and Touring models get over-the-air WiFi updates.

2023 New York Auto Show Live Updates: Hyundai's surprise, Nissan's super stand, '24 Wrangler

The 2023 New York International Auto Show shifts into high gear Wednesday, April 5, and our reporters are already in the city, with events unfolding even as we speak. We'll being seeing cars in person, interviewing automaker insiders and snapping photos of vehicles and all the other oddities that pop up at an event like this and we'll be giving you live updates and color from the show floor along the way.  Ram, Hyundai, Subaru, Kia, VW and Jeep are all expected to show something new this week, and other automakers are known to be hosting off-site events that may produce news — expected or otherwise. Genesis has already revealed its GV80 Coupe, for example, along with the fact that it has been confirmed as a production model. And we're just getting started.  Read on below for our observations from the show floor and points beyond: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.     Green New York Auto Show Genesis Hyundai Jeep Kia RAM Subaru Volkswagen Concept Cars Electric Future Vehicles