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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 gunning for 500,000 US sales by 2015

For the last four years in a row, Subaru has experienced incredible sales growth including record sales of 336,441 units in 2012. This trend is all but guaranteed to continue this year with 281,652 on the books so far, but Automotive News is reporting the automaker has no plans of slowing down anytime soon.
The report says that Subaru is gunning for around 500,000 sales in the US by 2015, which doesn't seem like too far of a stretch considering 2013 sales totals are expected to top 400,000 units. Through August, Subaru's sales are up 29.3 percent compared to 2012, thanks to popular models like the Forester, Outback and, surprisingly, the WRX.
A new WRX is headed for an LA Auto Show reveal while an all-new Legacy is due out next year, and AN adds that Subaru is planning to significantly increase its media spending next year and start production of the Impreza sedan in the US in 2016.

Subaru rolls out BRZ Premium Sports Edition in Japan [w/poll]

The Subaru BRZ is many things: fun, affordable, communicative... but premium is not one of them. Yet that is precisely more of that upscale look and feel Subaru is going for with its new BRZ Premium Sports Edition.
Thus far exclusive to the Japanese Domestic Market, the BRZ Premium Sports Edition upgrades the standard model with unique 17-inch alloys and an interior spruced up with two-tone black and tan leather, along with contrast-stitched Alcantara trim for the instrument cluster, center console and door panels. There's also a set of aluminum pedals, metal and carbon trim, black mirror housings and more.
The luxed-up model wears a sticker price of 3,034,500 yen, which translates to about $31k. That would make it about $6k more expensive than a base BRZ in the United States, but to put it into more relevant context, the upgrades represent a 241,500 yen ($2,450) premium over the top-spec BRZ Type S in Japan. Assuming Subaru could keep that price premium intact, do you think it would be wise to offer the BRZ Premium Sports Edition in North America? Vote in our poll below, then have your say in Comments.