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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.

Another Green Episode | Autoblog Podcast #665

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Senior Editor, Green, John Beltz Snyder and West Coast Editor James Riswick for an episode dedicated to electric cars. First, they talk about what they've been driving, including the Ford Mustang Mach-E, the new base, rear-wheel-drive Porsche Taycan as well as the Polestar 2. Then they dive into some green news, including the reveal of the Audi E-Tron GT, the new Chevrolet Bolt EV and Bolt EUV and plans to go electric by companies like General Motors and Jaguar Land Rover. Autoblog Podcast #665 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown What we're driving:Ford Mustang Mach-E Porsche Taycan Polestar 2  News 2022 Audi E-Tron GT revealed as sporty, electric cousin to Porsche Taycan 2022 Chevrolet Bolt EUV introduced along with revised Bolt EV General Motors sets goal of being carbon neutral, largely electric by 2035 Jaguar to sell all-electric cars by 2030, and six electric Land Rovers coming in next five years Feedback Email – Podcast@Autoblog.com Review the show on iTunes Autoblog is now live on your smart speakers and voice assistants with the audio Autoblog Daily Digest. Say “Hey Google, play the news from Autoblog” or "Alexa, open Autoblog" to get your favorite car website in audio form every day. A narrator will take you through the biggest stories or break down one of our comprehensive test drives. Related Video:

Nissan Leaf sells 3,186 in best month ever as Chevy moves 2,511 Volts

The end of summer seems to inspire people to go out and buy a lot of plug-in vehicles. Last year, for example, the Chevy Volt had its best month ever in August, with 3,351 sales. This year, the Nissan Leaf is going up to the winner's podium, setting its own best-ever record with 3,186 units sold. This beats the Leaf's previous record by 69 vehicles. This beats the Leaf's previous record of 3,117 set in May 2014 by 69 vehicles and is up 31.7 percent from August 2013. Nissan is once again quick to remind us that the popular EV's record sales streak has now been extended to 18 months in a row. This record is simply noting that the current month, in this case August, had the highest sales that that month has ever seen in the US. Over all, US Leaf sales are up 34.1 percent so far this year. In a prepared statement, Nissan's director of Leaf sales and infrastructure, Brendan Jones, said that the Leaf is selling well on both coasts, including cities like Raleigh, Boston and Washington, DC. "It's what we call the 'cul-de-sac phenomenon,' where once someone in a community buys a Leaf, then friends, family, co-workers and neighbors see the benefits of this fun-to-drive electric vehicle firsthand and are sold on the idea of going electric," he said. The Volt also had a good month - its best of 2014 by almost 500 sales – but the 2,511 Volt sales still represent a drop of 25.1 percent from the excellent sales the Volt had this time last year. In fact, August 2014 represents the Volt's best sales month since, well, August 2013. Apparently, there's just something about the end of summer. As always, we are working on our in-depth round-up of green car sales across the country and will have that up soon.