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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.

Consumer Reports sneaks in early review of 2015 Subaru Outback

Subaru is taking a bit of a measured risk with its new generation of Legacy and Outback. While they ride on a slightly larger platform than before, with a revised front-end design, neither of them looks to be a radical departure from models they replace. Instead of focusing on exterior styling, the Japanese brand is trying to make the vehicles better to own with more sound deadening, improved fuel economy and more available tech. Pricing for the 2015 Outback isn't available yet, but with the 2015 Legacy pricing as a guide, it's likely a few hundred dollars more than the current model.
We just had our first stab at the new Legacy, which is slated to go on sale this summer, but Consumer Reports managed to snag an early look at the 2015 Outback in a sort of mini-review to get an idea of how the new model shakes out. Like many, we'd wager, CR isn't completely sold on the new styling, but seems otherwise moderately impressed by the upgrades. The improvements to the interior and infotainment system are especially well received by them. Naturally, though, CR notes that not everything is perfect with the high-riding wagon.
Scroll down to watch CR's preview of the new Outback and see what it thinks of this practical family hauler.

Racey Subaru BRZ spied on New York Auto Show floor [UPDATE]

UPDATE: Subaru had the same BRZ out on the show stand this morning, so we added a full gallery. Turns out the car is called Subaru STI Performance Concept... full info available later this afternoon. Subaru is doing something very interesting with the BRZ at the New York Auto Show. Unfortunately, actual details about it are nonexistent at this point, but a user with the screenname The359 posted these two photos from the floor of the event on the FT86 Club forums, by way of an Instagram page. This BRZ appears to get a pretty thorough makeover with big, L-shaped LED running lights on the edges of the more aggressive front air dam, widened fenders and a rather nicely integrated hood bulge, which suggests the possibility of a more powerful engine underneath. The profile photo provides an even better look at the body kit, and it's practically impossible to miss the massive wing at the back that should keep the coupe sticking to the ground. In all, it bears a striking resemblance to the Subaru BRZ Concept STI that was shown at Los Angeles way back in 2011. It's not currently clear whether this is just a high performance concept to tease us, or the more powerful BRZ that many people are looking for. Regardless, the car definitely piques our interest. Related Video: