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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.

GM announces 6 recalls covering nearly 720k cars

General Motors has announced yet another sprawling recall campaign, with six separate elements covering 717,950 vehicles on US roads. At this point in 2014, it's starting to seem like there are more days with a GM recall than without. Perhaps most troubling about this latest volley, though, is that every vehicle is from the past few years, indicating that GM's quality woes may not be limited to pre-bankruptcy vehicles.
The largest element of this latest campaign covers 414,333 units, and includes the 2011 to 2012 Chevrolet Camaro, 2010 to 2012 Chevy Equinox, GMC Terrain and Cadillac SRX and the 2011 to 2012 Buick Regal and LaCrosse. Only vehicles with powered, height-adjustable seats are covered. In these particular cars and crossovers, the bolt that secures the height adjuster actuator may loosen of its own accord and in some cases fall out completely. If this happens, the seats will be able to move both up and down. GM claims the vehicles are safe to drive, provided drivers don't vertically adjust their seats. This particular issue has caused one crash and three injuries.
The largest element of this latest campaign covers 414,333 units, including the Chevrolet Camaro and Equinox, GMC Terrain, Cadillac SRX and the Buick Regal and LaCrosse.

Expect greater differentiation in GM's next-generation SUVs

General Motors says its next-generation Chevrolet Tahoe, Suburban, GMC Yukon and Cadillac Escalade models will offer shoppers improved interior differentiation. Car and Driver recently caught up with Chris Hilts, GM's creative manager of interior design, who said that the cabins will all feature unique instrument panels, consoles, center stacks and switchgear moving forward. Apparently GM is now aware that consumers may be bothered by the fact that today's $85,000 Escalade has effectively the same cabin as a $45,000 Tahoe. Hilts says SUV buyers want more refinement than their pickup purchasing counterparts - and those same buyers also want their SUVs to have more exterior differentiation between the company's Silverado and Sierra pickup lines. Shocking.
That all sounds good to us, but we've heard this song and dance before. GM made big waves about how different the new-for-2013 Silverado and Sierra would look from each other, but judging by what we've seen so far, GM's stylists are painting in shades rather than with the full spectrum. For more on the what to expect out of GM's new SUVs, click on the C/D link below.