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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.

Nissan, Honda and Mitsubishi will share EV components and AI research

TOKYO — Japanese automakers Nissan and Honda say they plan to share components for electric vehicles like batteries and jointly research software for autonomous driving. A third Japanese manufacturer, Mitsubishi Motors Corp., has joined the Nissan-Honda partnership, sharing the view that speed and size are crucial in responding to dramatic changes in the auto industry centered around electrification. A preliminary agreement between Nissan Motor Co. and Honda Motor Co. was announced in March. After 100 days of talks, executives of the companies evinced a sense of urgency. Japanese automakers dominated the era of gasoline engines in recent decades but have fallen behind formidable new players in green cars like Tesla of the U.S. and ChinaÂ’s BYD. “Companies that donÂ’t adapt to the changes cannot survive,” said Honda Chief Executive Toshihiro Mibe. “If we try to do everything on our own, we cannot catch up.” Nissan and Honda will use the same batteries and adopt the same specifications for motors and inverters for EV axles, they said. By coming together in what Mibe and counterpart at Nissan, Makoto Uchida, repeatedly called “making friends” to achieve economies of scale, the companies plan more strategic investments in technology and aim to cut costs by boosting volume. Each company will continue to produce and offer its own model offerings. But they will share resources in areas like components and software development, where “making friends” will be a plus, Mibe and Uchida told reporters. They declined to say whether the friendship will extend to a mutual capital ownership, while noting that wasnÂ’t ruled out. The two companies also agreed to have their model lineups “mutually complement” each other in various global markets, including both internal combustion engine vehicles and EVs. Details on that are being worked out, the companies said. Honda and Nissan will also work together on energy services in Japan. Under ThursdayÂ’s announcements, Mitsubishi will join as a third member. Toyota Motor Corp., JapanÂ’s top automaker, is not part of the three-way collaboration. Although Honda and Nissan have very different corporate cultures, it became clear, as their discussions on working together continued, their engineers and other workers on the ground have a lot in common, Uchida said. “Speed is the most crucial element, considering our size,” he added.

Mitsubishi to showcase Outlander PHEV Concept-S in Paris

The Mitsubishi Outlander PHEV is rumored to finally come to the US next fall as a 2016 model. In the meantime, the Japanese brand is showing off a concept for an Outlander plug-in at the Paris Motor Show in October with a massive improvement in styling and material quality that the automaker calls the "Sporty and Sophisticated" design theme.
With just a nip and a tuck, Mitsubishi's stylists have made the Outlander PHEV look a whole lot better. Instead of the narrow, squinting look of the current model, the concept shows a more vertical design that puts a big X right on the front end. In the center, there is an updated version of the horizontal grille leading to reshaped headlights. The big changes are found somewhat lower, with an air dam that is much better integrated thanks to black and chrome accents to draw the eye. The company claims that the rear gets similar upgrades with new lights and shining trim running across the tailgate.
The improved styling gets carried inside, as well. According to Mitsubishi, the design features black wood grain trim and silver accents throughout the cabin, and the center console is inspired by Japanese black lacquer boxes. The seats are also covered in hand-stitched leather with horizontal ribs.