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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 STI S209 is a burbling blue beast

The 2019 Subaru STI S209 is a celebration of everything that made the STI and Impreza WRX STI line so popular with car enthusiasts. It has extreme body work, a heavily boosted flat-four that slams you in your seat, performance gizmos such as a center differential controller and an intercooler sprayer, as well as impressive handling and grip, in part due to its all-wheel drive. And of course, it has that signature boxer engine rumble, which has been accentuated with this model's exhaust system. We wanted to share that sound so captured some footage of the car on start-up, gentle acceleration, full throttle acceleration, and some free-revving, in that order. It's a mellow sound, one that occasionally sounds like a motorcycle, but a bit smoother. And while it's noticeable at lower speeds, it's tuned such that it's extremely quiet at cruising speeds, and doesn't become massively louder at full throttle. In fact, you'll notice that the road noise and the wind rushing out of the exhaust ends up overwhelming the rumble at some points. It's something that both Senior Producer Chris McGraw and I noticed in our drives of the super Subaru. If it seems like it's too quiet, we're sure the aftermarket can solve the volume issue for you.

2019 Subaru Ascent vs. 2018 Mazda CX-9: Driving two class leaders side-by-side

As the de facto replacement for the family sedan, we expect a lot out of modern crossovers. They need to excel at family-hauling duties while delivering reasonable performance and fuel economy. They have to offer all-wheel drive and the latest safety technology. They ought to be ruggedly handsome, and they can't be so prohibitively expensive that the families they are targeting can't afford them. It's a tall order, and some automakers have hit closer to the proverbial bullseye than others. By some stroke of luck, we managed to snag a 2018 Mazda CX-9 Grand Touring as our chariot to take the four-hour drive from Seattle to McMinnville, Ore., where we got our first drive of the 2019 Subaru Ascent. As one of our favorite vehicles in this class, the CX-9 would serve as a good comparison to the Ascent. And, on paper, the similarities are abundant: Both come from automakers with a clear, go-your-own-way approach to vehicle engineering, are powered by turbocharged four-cylinder engines, and offer three rows of seating in a relatively compact package. Put simply, we expect the Ascent and CX-9 to be cross-shopped by a lot of new-car buyers looking for a new family car. What we found is that the CX-9 is the better choice for the buyer who values a sporty driving experience above all else, while the Ascent is probably better for families looking for a healthier dose of practicality. Either option will ably serve the suburban American family they are targeting, but the ways they go about that life of servitude are quite different. It's worth noting that pretty much every automaker in America is selling a vehicle in this class, which means there are a heck of a lot of vehicles from which to choose. For a few other options, check out this spec-sheet comparison here, and for anything else, be sure to visit the handy Autoblog compare tool. With that out of the way, let's break it down a bit more granularly. Styling: View 36 Photos Looks-wise, we prefer the Mazda. A crossover is going to be generally box-shaped, but that doesn't mean it has to be boring. The CX-9's bodywork flows gracefully from nose to tail, with just the right amount of flashiness in the form of headlights that take the form of cat-like eyes, a five-point grille surrounded in chrome, and gently arcing bodyside lines. It all works to form what we think is the most attractive midsize crossover overall. We don't hate the Subaru Ascent's looks, but it's definitely more boring than the CX-9.