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2023 J.D. Power APEAL Study shows new-car customer satisfaction scores slip

J.D. Power survey results have been slightly up but mostly down for automakers this year, literally. In February, the 2023 Vehicle Dependability Study showed an overall decline compared the 2022 a month before the Customer Service Index Study did the same. The trend reversed in June with a better overall score on the 2023 U.S. Electric Vehicle Consideration Study than in 2022, then declined again the same month on with a lower overall score on the 2023 Initial Quality Study. The declines continue with the 2023 J.D. Power U.S. Automotive Performance, Execution and Layout (APEAL) Study, overall satisfaction among the 84,555 respondents down two points overall compared to 2022, to 845 out of 1,000 points. Because last year's score dropped compared to 2021, this year marks the first consecutive decline in the study's 28-year history. The study tries to "[measure] owners' emotional attachment and level of excitement with new vehicle" after 90 days of ownership by asking new owners to rate 37 attributes in 10 areas around the vehicle, such as the feeling they get when they hit the accelerator. Satisfaction with nine of the attributes is down this year versus last, fuel economy the only segment to show better results with 15 points more satisfaction. Styling and infotainment are big drags on satisfaction. Responses to new car exterior looks tallied 888 points, down from 894 last year, the largest drop in this year's study. On the digital side, less than half of those surveyed this year said they prefer using a manufacturer's built-in infotainment. From 70% of respondents in 2020 preferring to use a manufacturer's in-house software to play audio instead of Android Auto or Apple CarPlay, that's 56% in 2023. Going all-in on Google appears to have the best effect. J.D. Power said that vehicles with both Google's Android Automotive Operating System (AAOS) and Google Automotive Services (GAS) "score higher in the infotainment category than those with no AAOS whatsoever. AAOS without GAS receives the lowest scores for infotainment of the three categories."  Frank Hanley, senior director of auto benchmarking at J.D. Power, said, "Despite the technology and design innovations that manufacturers put into new vehicles, owners are lukewarm about them. While innovations like charging pads, vehicle apps and advanced audio features should enhance an owner’s experience, this is not the case when problems are experienced.

Jeep Grand Cherokee, Dodge Durango still catching fire after recall

Automakers issue recalls all the time. It's part of the cost of doing business. We just assume that once the recall has been carried out, the problem in question has been fixed. But that's not always the case, as this latest investigation being undertaken by the National Highway Traffic Safety Administration goes to show. The problem stems back to a recall issued by Chrysler last summer. It revolved rather the sun visor in the SUVs it makes at its Jefferson North Assembly Plant – specifically, the screw affixing the sun visor could end up rubbing against the wiring for the lamp in the vanity mirror, potentially causing an electrical short and even a fire. 62 such short circuits, 38 fires and three injuries reported, prompting Chrysler to recall nearly 900,000 units of the 2011-2014 Jeep Grand Cherokee and Dodge Durango (over 650,000 of them in the United States). The plastic spacers they installed to rectify the problem, however, may not have done the trick. Eight reports (but none involving injuries) have been filed with the NHTSA regarding the same issue recurring, spurring the government agency to open a new investigation into the matter. If deemed necessary, the NHTSA could ask FCA to issue another recall to fix the issue again, which we may necessitate the installation of a fuze to prevent any such the electric short. Related Video: INVESTIGATION Subject : Headliner Fires Date Investigation Opened: MAY 01, 2015 Date Investigation Closed: Open NHTSA Action Number: RQ15003 Component(s): ELECTRICAL SYSTEM , INTERIOR LIGHTING Manufacturer: Chrysler (FCA US LLC) SUMMARY: On July 1st, 2014 Chrysler (FCA US LLC) issued safety recall 14V-391 to remedy a wiring-related fire hazard on the headliner of approximately 661,888 model year (MY) 2011-2014 Jeep Grand Cherokee and Dodge Durango vehicles manufactured between January 5, 2010 and December 11, 2013. The recall was in response to the Office of Defects Investigation (ODI) investigation EA14-001 during which data provided by Chrysler indicates that the fire is caused by an electrical short in the vanity lamp wiring for either one of the sun visors mounted on the vehicle. The sun visors are mounted to the roof of the vehicle through the headliner with three metal screws.

This Dodge Challenger was stolen, used in police chases and recovered all in the week before its SEMA debut

Most of the drama in a SEMA build is in getting the car ready in time for the big show. That was all Quintin Bros Auto and Performance was expecting when they built a supercharged Dodge Challenger Scat Pack with custom carbon fiber body parts, aftermarket wheels and upgraded brakes. But unfortunately, a bigger drama happened in the week leading up to the show. And it was the worst kind. As part owner Pete Quintin told us, the car was shipped out in a small trailer, and while the delivery driver was spending the Monday night a week before the show at a hotel, a thief showed up in a stolen pickup and made off with the trailer and the car. It wasn't an easy task, either, as the delivery driver had parked the trailer in with the truck blocking it. The thief used his own (well, not his own, but you know what we mean) truck to shove the trailer hitch out where he could access it, then hooked it up and took off. Several miles down the road, he parked, opened up the trailer and vanished in the Challenger. The following morning, the delivery driver discovered the theft, and Quintin Bros immediately informed the owner so that a police report could be filed and a search could begin. The trailer was found not too long after, thanks to someone who was following the story on social media. But obviously the car was missing. Folks on social media were also helpful in tracking the car, in addition to the help of the Las Vegas Police Department (LVPD). What followed was a week of chasing the car down. Twice the car was found in parking garages, Quintin said, and both discoveries resulted in police chases. The second chase was the most dramatic, with a police officer stopping after noticing the car. The thief was in it, and he bolted upon seeing the officer. He powered the Challenger right through the nose of the police car, damaging both. The chase culminated on the highway, where Quintin told us 14 cars were in pursuit, and the thief got up to 150 mph. Police ended up calling off the chase because of the danger. But the car was damaged enough that the thief eventually abandoned it at one last garage, where it was picked up on Thursday. Once the car was recovered, things gradually began looking up for the Quintin family. Pete Quintin said that as soon as LVPD found out the Challenger was meant to go to SEMA, the department got the car out of evidence impound as fast as it could so the shop could show off the beat-up car.