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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.

2020 Subaru Legacy teased with luxurious interior before Chicago Auto Show reveal

The 2020 Subaru Legacy will be revealed at the 2019 Chicago Auto Show, and today we get a couple teasers for what to expect of the completely redesigned sedan. Both shots give us good looks at the exterior and interior, the latter indicates a move slightly upmarket. Plus we have spy photos from a little while back. Nothing about the Legacy's exterior comes as a surprise here. It's still a normally proportioned sedan with generic sedan styling. Spy shots from last year further indicate an evolution of the previous model's design language. Of course, with the proliferation of crossovers, simply being a sedan is becoming unique. New LED DRLs are striking as they surround nearly the entire headlight. Beyond that, we'll have to wait for the shadows to melt away to make any true judgements on styling changes. The interior has a bit more going on, specifically the vertical center screen that looks larger and fancier than any Subaru infotainment system we've seen yet. It reminds us of Ram's wonderful 12-inch vertical screen and its vertical banks of buttons. Each refreshed or new Subaru demonstrates marked improvement in the infotainment department, like the Forester and Ascent, but this appears to be on another level. The design and materials are nicer, too, with the brown stitched leather covering the dash leading to an elegant center console and gear shift area. In the darkened teaser photo, this looks like a luxury car interior. We'll be on the show floor ready to test out Subie's new infotainment after the official reveal next Thursday, and to see if the Legacy feels as luxurious as it looks right now. Related video:

Nissan exec Andy Palmer derides Toyobaru coupes as 'midlife crisis' cars

Andy Palmer, Nissan's executive vice president, does not like the Scion FR-S or Subaru BRZ. To us, that's like saying you enjoy barbecuing puppies, but we'll let him slide, because his statements about the Toyobaru twins are much, much more than just idle trash talk.
Speaking to Motor Trend's Nate Martinez, Palmer said, "Do we have any competitors [in the small, rear-drive coupe segment]? Are you talking about the Subaru [BRZ]? It was a car designed for a 50-year-old. It's for a midlife crisis. That's not what we do." Strong words, but what followed was even better.
"Are you coming to the Tokyo Motor Show? You'll see the answer to the midlife crisis. Except it won't be for the midlife crisis." So, if you were wondering whether Nissan is working on a competitor to the Scion FR-S and Subaru BRZ, the answer seems to be a resounding "yes."