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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.

Buick Encore, Chevy Trax earn Top Safety Pick from IIHS [w/video]

The Buick Encore has been a massive sales success practically from the moment it debuted, and Buick recently decided to increase production to keep up with demand for the premium compact crossover. The Insurance Institute for Highway Safety recently put one to the test again, and the Encore earned a Top Safety Pick award. It's the first model from the brand to score the nod since 2013, according to the IIHS, and the rating also carries over to the 2015 Chevrolet Trax. The 2015 Encore scored a Good rating in all of the IIHS' evaluations, including the 40-mile-per-hour, small overlap front crash test. That was a big improvement over the previous model the institute tested, which scored a Poor result in the overlap test. In the first test, about 13 inches of the lower door hinge pillar came into the passenger compartment, and the steering wheel airbag moved too far to protect the dummy's head. Improvements for the latest model year showed six inches of intrusion this time, and the airbags caught the dummy's head well. The dummy's sensors also indicated a low risk of injury. The two CUVs missed out on the full Top Safety Pick+ because the IIHS scored the Encore as only having a basic front crash prevention system, and there was no such equipment for the Trax. To earn the highest mark, models need at least an advanced rating by the institute for this technology. Buick Encore, Chevrolet Trax earn 2015 TOP SAFETY PICK award ARLINGTON, Va. - A small SUV is the first vehicle from the Buick brand to qualify for a TOP SAFETY PICK award from the Insurance Institute for Highway Safety since 2013. The Buick Encore's newly introduced, lower-priced twin, the Chevrolet Trax, also qualifies for the honor. The Encore's award follows improvements to the SUV's structure for better small overlap front protection. The 2015 model earns a good rating in the small overlap test. In contrast, the 2013-14 Encore rated poor in the test. The driver's space was seriously compromised with intrusion measuring as much as 13 inches at the lower door hinge pillar. The dummy's head barely contacted the front airbag before sliding off the left side, as the steering column moved to the right. The side curtain airbag deployed too late and didn't have sufficient forward coverage to protect the head. In the latest test, the driver space was maintained reasonably well, with maximum intrusion of 6 inches at the door hinge pillar and instrument panel. The dummy's movement was well-controlled.

Chevy Bolt EV's battery shows big improvements over Spark's

Plug-in vehicle battery technology moves fast, and all you need to do to see this in action is to take a look at the new 60-kWh lithium-ion pack inside the 2017 Chevy Bolt EV. Well, you need to do that and then compare it to the battery packs inside of GM's other plug-in vehicles. And you don't even to go as far back as the EV1 to see progress. Let's start with what we know about the new Bolt's pack. It is supposed to drive the Bolt EV over 200 miles on a full charge. It weighs 960 pounds and is made up of 288 cells. Chevy's other all-electric car, the limited-availability Spark EV, had a 19-kWh pack and offered 82 miles of range. It had 192 cells and weighed 474 pounds. So, in the few years since the Spark EV was released, GM engineers have figured out how to get three times the energy capacity and almost two-and-a-half times more range out of a pack that weighs only about twice as much. And that doesn't even get to the price drops. GM has figured out how to get 3x the energy capacity and almost 2.5 times more range out of a pack that weighs only twice as much. Speaking of those 288 cells, that number might sound familiar to regular readers because that's exactly how many are in the new Chevy Volt. But the packs in the Volt and the Bolt are entirely different beasts. For one thing, while the Volt cells are made by LG Chem in Holland, MI, LG Chem will make the Bolt's cells in South Korea. The cell chemistries are also different. We spoke with GM engineer Tim Grewe (again) and while he declined to answer some of our Bolt battery pack questions until more details are unveiled at the SAE World Congress in April, he was able to explain a few things. "The cell inside the Chevy Bolt EV was specifically designed for EV range so it's up on energy," he said. "That's a different cell chemistry than on the extended range Chevy Volt, which is a smaller pack, smaller energy but more power per cell. We work with all of those vehicle requirements and customer demands and we say how do we meet this and we change the chemistry to make it all work." Comparing the 60 kWh in the Bolt and the 18.4-kWh pack in the Volt is really one of those apples to oranges issues, he said. "If you look at the Volt battery pack, how it went from where it was and where it's up to, from 38 miles to 50 miles, that was basic, overall industry improvement. Now, the 18 [kWh] to the 60 [kWh] is extended range vs. EV.