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New J.D. Power Initial Quality Study puts Porsche, GM in spotlight

J.D. Power and Associates has released its annual Initial Quality Study, and this year, Porsche and General Motors took the spotlight. The study, which asks new car owners to report problems experienced during the first 90 days of ownership, found that overall, the industry averages 113 problems per 100 vehicles.
Porsche managed a score of just 80 problems per 100 vehicles, while GMC took the second spot on the podium with 90. Lexus filled out the top three with 94 problems per 100 vehicles, followed by Infiniti at 95 and Chevrolet at 97. The study also looks at specific models, and found the Lexus LS to enjoy the best initial quality at 59 problems per 100 vehicles.
Interestingly enough, the report found that around two-thirds of most owner problems experienced in the first 90 days are attributable to vehicle design instead of mechanical failure. Specifically - echoing a refrain we've been hearing for the last few years - owners are having a hard time figuring out how to use the technology present in their new vehicles. Head over to the J.D. Power site for more information, or scroll down below for the company's related press release.

GM recalling 117,000 sedans, crossovers, SUVs, pickups and vans

General Motors has issued a stop-sale to dealers and has notified the National Highway Transportation Safety Administration of its intention to recall 117,000 vehicles in the United States, Canada and Mexico. Of those vehicles, only 4,500 are at dealerships.
The affected vehicles include the Cadillac CTS and Chevrolet Impala sedans, fullsize SUVs (Cadillac Escalade, Chevy Tahoe and Suburban and GMC Yukon and Yukon XL), Lambda-platform crossovers (Chevy Traverse, Buick Enclave and GMC Acadia), heavy-duty pickups (Chevy Silverado HD and GMC Sierra HD) and fullsize vans (Chevy Express and GMC Savana). The sedans and body-on-frame SUVs include model years 2013 and 2014, while the CUVs, heavy-duty pickups and vans are limited to MY2014.
GM confirmed the recall to Autoblog via an emailed statement (which we've included below). According to the statement, the issue at hand in what is the company's 69th recall of 2014 covers the chassis-control module. Automotive News is reporting that a problem in the chassis-control system could cause a short in the module, which could cause the engine to stall or fail to start. The fault could also affect the trailer-brake control, provided it's equipped.

Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.