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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.

NHTSA investigating nearly 750,000 GM models over non-deploying airbags

Nearly 750,000 vehicles built by Chevrolet, GMC, and Cadillac are the subject of a National Highway Traffic Safety Administration (NHTSA) investigation due to non-deploying driver-side airbags. While the investigation is ongoing, the agency believes the issue is likely due to rust particles that form on the inflator's connection terminal interface. The list of nameplates included in the investigation includes Chevrolet's Silverado, Tahoe, and Suburban, GMC's Sierra, Yukon, and Yukon XL, plus Cadillac's Escalade, Escalade ESV, CT4, CT5, and XT4. All of the potentially affected vehicles are 2020 or 2021 models, according to a bulletin published on the NHTSA's website. Investigators launched the probe in April 2021 after 15 consumers reported airbag-related issues, including nine who said an airbag malfunction light appeared in the instrument cluster. More alarmingly, the NHTSA is aware of six accidents that caused significant damage to the car's front end yet didn't trigger the driver's airbag. It adds that there are no fatalities linked to the issue, but there are six crashes and eight injuries reportedly blamed on it. No evidence suggests this problem is related to the millions of potentially deadly Takata inflators recalled over the past few years. General Motors is aware of the defect. It sent a technical service bulletin (TSB) to its dealers in March 2021 to address the aforementioned warning light. The note explains the issue is due to "rust particles in the connection terminal interface of the driver's airbag inflator." The company hasn't issued a safety recall yet, however. Whether it will partially depends on the NHTSA's findings. It's currently looking into the scope and the severity of the problem, and it wants to understand its implications on driver safety. Investigators will decide whether General Motors needs to recall the 749,312 cars that are part of the probe when they close their investigation. General Motors has already spent a significant amount of money replacing defective airbag-related parts in its cars. In November 2020, it was ordered by the American government to recall nearly 6 million pickup trucks and SUVs equipped with potentially dangerous Takata airbag inflators. It repeatedly argued that testing proved the inflators were safe, and it petitioned the agency four times starting in 2016 to avoid a recall, which cost an estimated $1.2 billion (about a third of its net income in 2020).

Outrageous Thor24 semi truck to appear in the new season of 'Jay Leno's Garage'

Wednesday is Jay Leno's birthday, and CNBC used the occasion to announce the upcoming season of Jay Leno's Garage. In a new teaser video, Leno is seen with a stacked list of guests, some new, some repeats, as well as a wild gamut of vehicles, including the absolutely insane 24-cylinder, 3,424-horsepower Thor24.  The outrageous semi build, which sold at auction in Saudi Arabia earlier this year for a whopping $12 million (or $1 million per supercharger) will join the likes of the Tesla Cybertruck and a recliner on wheels on the upcoming season of Jay's series.  Thor24 View 24 Photos The formula for Jay Leno's Garage is simple, successful, and not changing anytime soon. He brings out a bunch of famous people, some of which are real enthusiasts, others who have more casual driving backgrounds, and they experience a vehicle together. In the short clip released by CNBC, Leno is accompanied by Elon Musk (again), Danny Trejo, Bill Burr, Tim Allen, Jon Hamm, Brad Garrett, Jeff Dunham, Kelly Clarkson, Matt LeBlanc, Blake Shelton, Norm MacDonald, Edd China, and Jon Lovitz.           View this post on Instagram                   Thank you for sharing your dream with us. Happy Birthday, Jay! Love always, your @cnbcprime Family. A post shared by Jay Leno's Garage (@jaylenosgarage) on Apr 28, 2020 at 8:27am PDT The people, however, are merely social lubricants to spotlight the real stars of the show, the cars. This season will include the Tesla Cybertruck, the record-breaking Bugatti Chiron Super Sport 300+, a 1965 Buick Riviera, a naked cat car, an Aston Martin DBS Superleggera, a Porsche Taycan, a modern Ford GT, a Chevrolet Corvette C8 hard-top convertible, amphicars, a snail car, a beetle car, a couch car, and the 24-cylinder, 12-supercharger, 3,424-horsepower Thor24 semi. Just to name a few. As usual, there will be racing, stunts, spinouts, smoke from both tires and engines, and lots of silly dad jokes. Season 5 of Jay Leno's Garage debuts on CNBC on May 20 at 10 p.m. ET. Related Video: Celebrities Green TV/Movies Aston Martin Bugatti Chevrolet Tesla Special and Limited Editions Jay Leno Jay Lenos Garage