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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.

Lexus teases a wild electric car concept for Tokyo Motor Show

The Tokyo Motor Show is shaping up to have plenty of wild concepts, from Mitsubishi's turbine-powered plug-in hybrid to Daihatsu's funky mini cars. But we doubt any of these cars will top what Lexus is bringing based on the teaser image above. Not much is shown of the car, but what is visible is extreme. We can see what looks like the Lexus spindle grille taken to its ultimate conclusion with the lower section seemingly wrapping around the front corners. The edges of the grille contain the car's headlights. The nose looks quite blunt and the windshield looks to be placed far forward. Since this is an electric car concept, having the cabin close to the front is possible and makes sense for maximum cargo space. We can also make out the instruments, which appear to be rendered in concentric circles on a transparent display. Things like range, power and more are yet to be revealed. The car's unveiling will be at the Tokyo Motor Show in just a couple of weeks. With looks this dramatic, it's hard to imagine how it could translate to a production Lexus EV. But if it does, Lexus will be taking a mighty bold direction in car design.

Calgary Airport converts handicap parking to Lexus-only stalls

At the YYC Calgary International Airport, travelers found that the usual accessible parking spots (referred to handicap or disability parking here in the U.S.) near the doors had been painted over, no longer saved for the people who need them. Instead, they were reserved for Lexus drivers as part of a marketing campaign. Understandably, the airport received a complaint after a family with access needs entered the short-parking area to find the Lexus logos painted where the accessible parking had been, as CBC News reports. The airport had sold the spaces to Lexus as a way to generate revenue as part of a marketing campaign. Even worse, YYC hadn't replaced the accessible spaces yet, though Calgary Airport Authority spokesperson Jody Moseley told CBC News the airport was in the process of moving them when it started to draw attention. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. The story ends well, however: The Calgary Airport Authority is converting the Lexus spaces back to accessible parking, and said in a statement of apology that the new accessible stalls meant to replace the original ones will also remain in place, so it's a net gain for disabled travelers. YYC also apologized to Lexus Canada, which it says "did not play a role in selecting, and was not aware of, the locations for the campaign." Lexus issued its own apology, saying it would "more carefully scrutinize the details of these types of marketing campaigns" in the future. Related Video: News Source: CBC News via JalopnikImage Credit: Geography Photos/Universal Images Group via Getty Images Government/Legal Lexus Luxury parking disabilities airport handicapped accessibility airport parking