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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.

Consumer Reports no longer recommends Honda Civic

Consumer Reports annual Car Reliability Survey is out, and yes, there are some big surprises. First and foremost? The venerable publication no longer recommends the Honda Civic. In fact, aside from the walking-dead CR-Z and limited-release Clarity fuel-cell car, the Civic is the only Honda to miss out on CR's prestigious nod. At the opposite end there's a surprise as well – Toyota and Lexus remain the most reliable brands on the market, but Buick cracked the top three. That's up from seventh last year, and the first time for an American brand to stand on the Consumer Reports podium. Mazda's entire lineup earned Recommended checks as well. Consumer Reports dinged the Civic for its "infuriating" touch-screen radio, lack of driver lumbar adjustability, the limited selection of cars on dealer lots fitted with Honda's popular Sensing system, and the company's decision to offer LaneWatch instead of a full-tilt blind-spot monitoring system. Its score? A lowly 58. The Civic isn't the only surprise drop from CR's Recommended ranks. The Audi A3, Ford F-150, Subaru WRX/STI, and Volkswagen Jetta, GTI, and Passat all lost the Consumer Reports' checkmark. On the flipside, a number of popular vehicles graduated to the Recommended ranks, including the BMW X5, Chevrolet Camaro, Corvette, and Cruze, Hyundai Santa Fe, Porsche Macan, and Tesla Model S. Perhaps the biggest surprise is the hilariously recall-prone Ford Escape getting a Recommended check – considering the popularity of Ford's small crossover, this is likely a coup for the brand, as it puts the Escape on a level playing field with the Recommended Toyota RAV4, Honda CR-V, and Nissan Rogue. While Ford is probably happy to see CR promote the Escape, the list wasn't as kind for every brand. For example, of the entire Fiat Chrysler Automobiles catalog, the ancient Chrysler 300 was the only car to score a check – there wasn't a single Dodge, Fiat, Jeep, Maserati, or Ram on the list. That hurts. FCA isn't alone at the low end, either. GMC, Jaguar Land Rover, Mini, and Mitsubishi don't have a vehicle on CR's list between them, while brands like Mercedes-Benz, Volvo, Nissan, Lincoln, Infiniti, and Cadillac only have a few models each. You can check out Consumer Reports entire reliability roundup, even without a subscription, here.

Subaru planning to use Evoltis name on battery-electric crossover

Two years ago, Subaru Japan applied to trademark the name "Evoltis" in the U.S. At the time, it was thought the name would accompany the brand's new plug-in hybrid or some component of the hybrid system. Instead, the PHEV we got returned the Crosstrek Hybrid name to active use, after Subaru retired the first non-plug-in Crosstrek Hybrid in 2016. Whither the Evoltis, then? According to CarBuzz, citing "reports from Japan," Subaru will apply the moniker to a coming battery-electric crossover it is developing with Toyota. The automaker previewed the concept version of the crossover in January of this year during a technical meeting in Japan, built atop a flexible platform to accommodate multiple production vehicles from both brands. Subaru's known for exciting concepts that get stripped to comparative blandness for production. Perhaps tired of the ensuing vitriol, reports say Subaru's inverting the process this time, the production model promising to be more radical than the concept. That won't be difficult, seeing the concept looked like an appliance from a low-budget sci-fi movie, and if not for the Pleiades badge on the front fascia most enthusiasts probably would have thought the concept was a Toyota. Underneath the eventual sheetmetal, rumors figure electric motors turning both axles will combine to produce about 280 horsepower, supplied by a battery stout enough for a range of more than 300 miles — note, that could be a Japanese-cycle figure for range. The concept sat next to a cutaway of a boxer engine, so it's possible there'll be a number of powertrains on offer. Additional tech could include the next generation of Subaru's EyeSight driver assistants, and cameras providing a 360-degree view around the crossover. The debut's been mentioned for October 2021, which would be the same month as the next Tokyo Motor Show. Market launch won't happen until nearly 2025. From left field comes news of another Evoltis, however. TopGear magazine and other outlets from the Philippines write that our Ascent is headed to the island nation in the third quarter of this year. Instead of taking that name to Southeast Asia, it will get the name Evoltis — that's what Glenn Tan, the deputy chairman and managing director of Subaru's Philippines distributor Tan Chong International, told journalists at this year's Singapore Motor Show.