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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.

2019 Subaru Ascent Drivers' Notes Review | Subaru redux

The 2019 Subaru Ascent is the follow-up to the odd and slow-selling Subaru Tribeca. From 2005 to 2014, Subaru sold just 76,774 Tribecas in the U.S. at a time when the company's sales as a whole were on a climb. As we put it in our first drive review, the Ascent can be considered a sort of mulligan. The new model comes out hot and heavy against strong three row competitors like the Honda Pilot, Toyota Highlander, Mazda CX-9 and American offerings like the Chevy Traverse and the Ford Explorer. Our tester is the top-shelf Touring trim. Standard features on the Ascent include Subaru's EyeSight driver assist technology, adaptive cruise control with lane keep assist, keyless entry, three-zone climate control and a turbocharged 2.4-liter flat-four mated to a CVT. Power, like nearly every Subaru, is sent to all-four wheels. For $45,670, the Ascent Touring nets you features like leather trim, power-adjustable front seating, a panoramic moonroof, LED lighting, a power opening rear gate and an upgraded audio system with an 8-inch touchscreen infotainment system. Editor-in-Chief Greg Migliore: I found myself liking the Subaru Ascent much more than I expected. The turbo four and light steering made it surprisingly engaging to drive. I enjoyed how this one was trimmed out, and the cabin managed to be both woodsy and elegant. It also offered an excellent view of my surroundings, which is not a given for a beefy SUV. Style-wise, I don't love it. I think it looks better in pictures than in person. It seemed a little overwrought in my driveway. If you need a people hauler, and specifically, you need three rows, this one is worth a look. If you don't need three rows, I'd go with an Outback or Forester. That being said, this is the vehicle Subaru absolutely needs in order to have a more complete presence in the U.S. market. It's highly competitive with the VW Atlas, and it should add some solid incremental sales to Subaru's volume. Consumer Editor Jeremy Korzeniewski: I've logged more time in the Subaru Ascent than any other staffer here at Autoblog, having attending the automaker's initial drive event a few months ago and then signing a different one out to schlep my family on a couple of long drives in and around Seattle, Wash. Sometimes it takes a good, long drive to really figure out a car's merits and demerits. Other times, though, initial impressions are confirmed.

Why a production Mazda Koeru won't be a Subaru Outback clone

No automaker has had a hit quite like the Outback Many have entered, few have won. The Subaru Outback is one of those automotive bogeys that competitors seek to imitate but never quite capture. Mazda is poised to change that, its CEO tells Automotive News, with a production version of the Koeru concept. We're torn on whether this attempt will be the one to do it, whether the proposed model is truly aimed at the Outback, or whether it's just another pale imitation destined for failure. While the ingredients are pretty basic – wagon-like shape, extra cladding, a smidge more ground clearance than a regular car – no automaker has had a hit quite like the Outback. Reasons include packaging issues, poor brand fit, and Subaru's seemingly unstoppable momentum in building all-wheel-drive archetypes. That hasn't stopped a bunch of companies from trying. And now for a list: Ford attempted with the Freestyle/Taurus X; note that that model no longer exists, having been replaced de facto by the Flex and the newly crossover-ified Explorer. Audi discontinued the A4 Avant and slapped the Allroad badge and some fender flares on to capture the affluent outdoorsy crowd, initially selling well but now down 40 percent since last year. The humpback Honda (Accord) Crosstour and Toyota Venza could also be considered Outback-apers, as both short-lived models took sedan bodies and added a hatch and optional all-wheel drive. Dodge got into this space a few years back with the Journey Crossroad trim level, but fake brush guards and black wheels do not an Outback make. Volvo has perhaps come closest with the XC70, a not-quite-crossover that it nevertheless brands like its other crossovers. It helps that the Volvo die-hard and the repeat Subaru buyer aren't too different. Most of these models no longer exist, and the ones that do haven't sold as well as Subaru's Outback so far this year. Even if you're generous and add all 96,718 Journey sales (and not just those for the Crossroad, which FCA doesn't break out separately) to V70/XC70, Venza, and Crosstour, it still doesn't equal the 136,227 Outbacks Subaru pushed through November of 2015. And, as Automotive News points out, Mazda hasn't sold that many crossovers so far this year (the number is 129,932 thanks to huge CX-5 numbers). So why is Mazda considering going after the hallowed Outback? First off, we're not sure that it is because there's the question of what tiny niche this vehicle would occupy. "It's a totally new car.