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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.

Toyota investing $200M in Southern manufacturing

Over the past two years, Toyota has invested more than $2 billion at its North American production facilities, and it apparently doesn't plan on stopping there. To keep up with recent strong sales, Toyota is investing an additional $200 million at its engine plants in the Southern US to increase production capacity of its V6 engines.
The bulk of this money ($150 million) will go to expand Toyota's engine plant in Huntsville, AL, which is currently responsible for supplying engines - four-cylinder, V6 and V8 - to eight of Toyota's 12 domestically produced vehicles. That includes the best-selling Toyota Camry (shown above).
Toyota didn't say exactly what improvements are being made to the plant, but this follows last year's $80 million investment in the plant that is set to be completed by next year raising the engine capacity to 750,000 annual units including 362,000 V6s. The remaining $50 million will go to the casting plants of Toyota-owned Bodine Aluminum in Missouri and Tennessee, which supply engine blocks and cylinder heads to the Huntsville engine plant as well as others in Kentucky and West Virginia. Scroll down below for the official press release.

Lexus ROV concept is a hydrogen-powered luxury side-by-side

Side-by-sides come in all shapes and sizes, but we've never seen one like the Lexus ROV concept. For one, it's a Lexus; the firm is not a big player in the side-by-side segment. It's as luxurious as the badge on its nose suggests, and it's powered by a hydrogen-burning engine. Lexus explained that the ROV (an acronym that stands for Recreational Off-highway Vehicle) is its "response to the growing passion for the outdoors and adventurous spirit of luxury consumers." It also illustrates the brand's wish to design lifestyle-oriented products, and it showcases the engineering department's research into new technologies. The ROV stretches 322 inches long, 68 inches wide and 71 inches wide. And, while it doesn't wear a giant spindle grille, it falls in line with the Lexus design language thanks to angular body panels. Inside, the ROV offers a pair of seats with harnesses and suspension elements to filter out bumps, carbon fiber accents and a relatively simple instrument cluster with an analog tachometer and a digital display. Lexus notes that the "Tazuna" approach to interior design that has shaped most of its recent concept cars permeated the ROV, meaning the cabin is human-centric. Interestingly, it also points out that the ROV meets the same quietness, durability, and reliability standards as the regular-production cars it sells, which is no small feat. Power comes from a direct-injected 1.0-liter engine that burns compressed hydrogen stored in a tank. Lexus didn't publish technical details so we don't know how much horsepower or torque the engine makes. Its cylinder count wasn't even published, though zooming in on the exhaust manifold confirms that it's a three-cylinder. It's likely not a coincidence that parent company Toyota tested a hydrogen-powered Corolla race car powered by a 1.0-liter hydrogen-burning triple earlier in 2021. That engine was turbocharged, however; this one is not. Looking at the center console reveals the ROV is equipped with a two-speed transfer case and locking differentials, so it should be capable off the beaten path. Lexus also tells us its first side-by-side offers users a large amount of suspension travel. Is this purely theoretical, or is Lexus serious about taking on Polaris? We've asked, and we'll update this story if we learn more. Related Video: