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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.

GM throttles back Chevy Malibu, Buick LaCrosse production over swollen inventories

As inventory of the Chevrolet Malibu and Buick LaCrosse continues to pile up, General Motors will be idling its Fairfax Assembly Plant for two weeks, according to Automotive News. This move comes about a month after the plant was shut down for three weeks in late December and early January for the same reason. As of January 31, the GM had a 94-day supply of Malibu stock while the LaCrosse was a little worse with a 117-day supply.
Just last week, GM announced that it would be investing $600 million in upgrading this plant, but it's unclear what future plans the company has in store for Fairfax considering slow sales of both the plant's models. We do expect a refreshed and more luxurious LaCrosse shortly and an early design update for the Malibu to be announced at some point this year, although we have had no official word as to when either will happen.

Chevy to resume engine-building program for 2015 Corvette Z06

One of Chevrolet's most popular and unique customer features is set to return for 2015, as the company has announced that the Engine Build Experience is back. Interested owners will be able to screw together their engines beginning in March. The $5,000 option (which does not include the cost of travel) will give future owners of the 2015 Corvette Z06 the chance to screw together their car's actual 6.2-liter, supercharged V8. Available on each of the Z06's three trims, the Engine Build Experience includes a day at the Performance Build Center, instruction from an engine assembly tech, photographs of the experience and a personalized engine plaque. Once the build process is completed, the engine will (eventually) be fitted under the hood of the customer's personal Z06. "Chevrolet recognizes the passion customers have for Corvette and the Engine Build Experience offers them a truly unique opportunity for hands-on involvement in the creation of the heart of their new car," Corvette product manager Harlan Charles. "It's important for customers to understand their engine won't be installed the day after they built it. It will flow into the scheduling process for vehicle assembly, which depends on a number of logistical variables." Scroll down for the official announcement of the Z06's Engine Build Experience, available below. Exclusive Corvette Engine Build Experience Returns Program renewed for supercharged LT4 engine at new Bowling Green build center 2015-01-07 BOWLING GREEN, Ky. – Chevrolet announced today it is resuming the exclusive Engine Build Experience for Corvette Z06 customers – the only program of its kind for supercar customers. Starting in March 2015, Corvette Z06 customers will be able to assemble the 650-hp supercharged LT4 engine for their cars at the new Performance Build Center inside the Bowling Green Assembly Plant. "Chevrolet recognizes the passion customers have for Corvette and the Engine Build Experience offers them a truly unique opportunity for hands-on involvement in the creation of the heart of their new car," said Harlan Charles, Corvette product manager. "It's a chance to bond with their new car." The Engine Build Experience is selected with order code PBC and is offered on all Z06 trim levels.