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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.

Automakers can, and do, use your private information however they want

The first paragraph of Mozilla’s *Privacy Not Included" buyerÂ’s guide about car privacy issues is worth repeating here: “Ah, the wind in your hair, the open road ahead, and not a care in the world Â… except all the trackers, cameras, microphones, and sensors capturing your every move. Ugh. Modern cars are a privacy nightmare.” “Ugh” may be an understatement. The crux of the matter is control: The nonprofit Mozilla Foundation has found that vehicle manufacturers have collected tons of “private” data from vehicle operators, thanks to the proliferation of sensors and cameras and smartphones connected in and to cars. In its report, Mozilla found that 25 car brands all failed the consumer privacy tests it carried out. Its research found that 84 percent of car companies review, share or sell data collected from car owners, and that the information was used for reasons unrelated to the operation of a vehicle or to a car brandÂ’s relationship with its owners. And beyond that, the report says that many companies — more than half — “say they can share your information with the government or law enforcement in response to a 'request.' Not a high bar court order, but something as easy as an 'informal request.'” Some other points made by the foundation: — Six car companies can collect intimate information, including a driverÂ’s medical information and genetic information. Plus info about how fast a person drives and the songs he listens to in the car. — Nissan earned its second-to-last spot (Tesla, not surprisingly, was worst) “for collecting some of the creepiest categories of data we have ever seen": In an apparent attack of full disclosure, Nissan said that it can share “inferences” drawn from the data to create profiles “reflecting the consumerÂ’s preferences, characteristics, psychological trends, predispositions, behavior, attitudes, intelligence, abilities, and aptitudes.” It also collects information about “sexual activity.” It's not clear how they can do that, but in their privacy notice they say they could. Not to be outdone, the report says, “Kia also mentions they can collect information about your 'sex life' in their privacy policy.” — Only two of the 25 brands reviewed, Renault and Dacia, stated that drivers had the right to delete their personal data. The brands are headquartered in Europe, where consumers are protected by General Data Protection Regulation privacy laws.

Nissan beats 2Q expectations with $1.3b profit

Nissan reported its Q1 financial results through the April-June period, and Bloomberg reports that the Japanese automaker beat analyst expectations. The outlet averaged income estimates provided by 11 analysts to come up with a figure of 130.2 billion yen ($1.3 billion), while Reuters' analyst survey returned a estimate of 163 billion yen ($1.6 billion) in operating profit. Nissan easily beat them both with 152.8 billion in net income and 193.7 billion in operating profit. That profit number is up from 122.6 billion yen in the same quarter last year. The surge comes from increased US sales. June sales grew 13 percent, helping propel a 4.5-percent increase for the year so far and the best first-half calendar-year sales Nissan has had in ten years. Higher incentives have helped, as well as superheated Nissan Rogue sales; the crossover moved 99,302 units through the first six months of 2014, this year that number is 135,397, and observers expect its popularity to continue. In contrast to other automakers struggling with the slowdown in China, Nissan isn't doing so badly there. Growth rose by 5.7 percent in the first half of this year, a number that would have been larger but for depressed commercial vehicle sales because of the economy's slowdown. Nissan is sticking with its original targets, sure that government intervention and new models will hold the markets steady enough. The press release below has more information on the numbers. Nissan reports net income of $1.3 billion for first quarter of FY2015 Results for three months to June 30, 2015 (TSE report basis – China JV equity basis)* Acct - Q1 - Y-O-Y Net revenue - JPY2.90 trillion ($23.9 billion/ˆ21.6 billion) - +17.6% Operating profit - JPY193.7 billion ($1.6 billion/ˆ1.4 billion) - +58.0% Ordinary profit - JPY215.9 billion ($1.8 billion/ˆ1.6 billion) - +45.2% Net income** - JPY152.8 billion ($1.3 billion/ˆ1.1 billion) - +36.3% Based on average foreign exchange rates of JPY 121.4/USD and JPY 134.2/EUR YOKOHAMA, Japan , Jul. 29, 2015 – Nissan Motor Co., Ltd. today announced fiscal year first quarter financial results for the three months ending June 30, 2015. The company reported net revenue of $23.9 billion (2.90 trillion yen), an increase of 17.6% versus 2.47 trillion yen a year ago. Operating profit was $1.6 billion (193.7 billion yen), up from 122.6 billion yen, a 58.0% increase. Net income was $1.3 billion (152.8 billion yen), an increase of 36.3% versus 112.1 billion yen in the prior year.