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Electric vehicle owners are far less satisfied with dealer service than owners of internal combustion cars, according to a new JD Power study.
Results are based on a survey of 64,248 US owners or renters of model years 2020-2022 vehicles, asking them to rate service at a franchise dealer or equivalent aftermarket facility. Customer satisfaction among electric vehicle owners was 42 points lower, using the study’s scoring methodology, than owners of internal combustion vehicles.
2023 Chevrolet Bolt EUV Red Line
JD Power attributes this primarily to tow rates, which the company notes are more than double for EVs compared to internal combustion vehicles. Service consultant knowledge is also a factor in the low level of satisfaction, although it is smaller. Electric vehicle owners rated service advisors an average of 8.01 (out of 10) compared to 8.59 for owners of internal combustion vehicles.
The number of EV recalls in recent months alone has been sizable, including a fire issue in the Chevrolet Bolt EV model due to a problem with the seat belt pretensioner, the device that tightens the seat belt in the event of an impact. This is the second major fire-related recall for Bolt EV, following the 2021 battery recall that applied to every Bolt EV product, leading to full battery pack replacements for some vehicles.
Nissan Ariya 2023
In 2022, the Toyota bZ4X was recalled due to a possible wheel fall. The recall, since being fixed, comes less than two months after the model’s launch. Also in 2022 Rivian, which has no franchised dealers, will have to recall nearly every truck it has built up to that point due to potentially loose fasteners.
Recently, the 2023 Nissan Ariya was recalled because the steering wheel might come loose, and the Tesla Model Y is being investigated for a similar issue. While the recent issues have nothing to do with the propulsion system, fewer odd manufacturing issues could help make the relationship a bit more positive for owners, dealers and automakers.
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