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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.

Chevy Malibu rolls over 10 million on the odo

On the cusp on the introduction of the latest model, the Chevrolet Malibu is celebrating a major milestone with 10 million of them now on the road since the car's introduction 51 years ago. While not quite enough to rank among the best-selling vehicles of all time, the feat is impressive considering the name took over a decade off from the Chevy lineup in the '80s and '90s. The Malibu started life in 1964 as the top trim on Chevy's new, midsize model, which also included the 300 and Chevelle. Offered in a plethora of body styles, including a wagon and convertible, the Bowtie brand moved over 370,000 of them in the first year. By 1969, sales reached more than 503,000. However, the market for rear-wheel drive sedans eventually softened in the US, and the Malibu name was dropped in 1983. The moniker returned in front-wheel-drive form in 1997 and has been a part of the lineup again ever since. These days, the Malibu is obviously only available as a four-door, but the model is more efficient than ever. The larger, lighter 2016 example can get up to 37 miles per gallon highway with its 1.5-liter turbocharged four-cylinder or 47 mpg combined when the hybrid goes on sale next year. You can get a great look at the Malibu's changes from the original until now in the gallery above. Related Video: MALIBU MILESTONE: 10 MILLION CUSTOMERS SERVED 31/08/15 Venerable sedan's 51-year legacy strongest in U.S., China and Korea DETROIT – Fifty-one years after it was introduced as Chevrolet's first midsize car, production of the venerable Malibu sedan has crossed the 10-million mark. Chevrolet celebrated the sales achievement today for the global sedan in the United States, China and Korea, which collectively account for more than 90 percent of sales. The Malibu is sold in more than 25 markets around the world. "The Chevy Malibu joins an exclusive club of vehicles that have achieved this extraordinary milestone and we acknowledge it today by honoring the common thread linking every one produced: The customer," said Alan Batey, president, global Chevrolet. "Some people are buying their very first Malibu today and others may have driven a Malibu from a different generation as their first car. It is a car that has resonated with customers for more than half a century." Chevrolet's interaction with customers has evolved since the Malibu was introduced in 1964. Back then, an owner's manual and a personal relationship with the dealer defined conventional customer service.

GM Ultium tech can scavenge heat from everywhere, even you

GM likes to give us tidbits about its Ultium platform from time to time, and today it’s telling us about the platformÂ’s ability to capture waste heat from the propulsion system. In addition to capturing from the propulsion system, it can also capture humidity from both inside and outside the vehicle and even from passengersÂ’ body heat. Yes, you, your family and/or your friends are a usable heat source as far as GM EVs are concerned. It then deploys the heat in an advantageous way. If at this point, youÂ’re screaming, "Heat pump!" youÂ’d be right. WeÂ’re talking about an elaborate heat pump system that GM is using for its Ultium-based vehicles. Every Ultium-based GM vehicle gets this system that is covered by 11 patents and four publications. The waste heat it collects is used in a number of ways, but its primary use is to heat the cabin quickly and efficiently. GM claims it can heat the cabin of its Ultium-based vehicles quicker than vehicles with traditional internal combustion engines. Plus, when put to use, GM claims that using the heat pump provides its EVs with up to 10% more range than theyÂ’d have without. Beyond heating the cabin, the heat pump is capable of putting waste heat to use by preheating the battery prior to charging so that you can charge quicker. The system can even cool the propulsion system in preparation for Watts to Freedom (WTF) launch control starts. GM says this was vital in helping the Hummer EV achieve its bonkers 0-60 mph time of about 3 seconds. “Having a ground-up EV architecture gives us the freedom to build in standard features like UltiumÂ’s energy recovery capabilities,” said Doug Parks, GM executive VP of global product development, purchasing and supply chain. “This helps us squeeze more efficiency, performance and overall customer benefit out of our EVs.” GM says itÂ’s been developing heat pump technology since the EV1 and its heat pump. This is the modern evolution of that technology, and GM says itÂ’s going to be implemented in every Ultium-based vehicle as a standard feature. Related video: Green Cadillac Chevrolet GM GMC Technology Electric Future Vehicles