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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Which will Dieselgate hurt more, Volkswagen or US diesels?

The most damning response to the news Volkswagen skirted emissions regulations for its diesel models may have actually come from the Los Angeles Times. On Saturday, the Times published an editorial titled "Did Volkswagen cheat?" The answer was undoubtedly yes. When you can't drive down Santa Monica Boulevard without seeing an average of one VW TDI per block, the following words are pretty striking: "... Americans should be outraged at the company's cynical and deliberate efforts to violate one of this country's most important environmental laws." VW has successfully cultivated a strong, environmentally conscious reputation for its TDI Clean Diesel technology, especially in states where emissions are strictly controlled. A statement like that is like blood all over the opinion section of the Sunday paper. The effect on VW's business, even Germany's financial health, was already felt Monday when the company's shares plummeted 23 percent in morning trading. The statement on Sunday from VW CEO Dr. Martin Winterkorn says "trust" three times. That probably wasn't enough in nine sentences. Writers over the weekend have compared VW's crisis to one at General Motors 30 years ago, when it was the largest seller of diesel-powered passenger cars until warranty claims over an inadequate design and ill-informed technicians effectively pulled the plug on the technology at GM. In a sense, VW is in the same boat as GM because it has fired a huge blow into its own reputation and that of diesels in passenger cars. And just as automakers like Jaguar Land Rover, BMW and, ironically, GM, were getting comfortable with it again in the US. VW of America was already knee-deep in its other problems this year. Its core Jetta and Passat models are aging and it needs to wait more than a year for competitive SUVs that American buyers want. The TDIs were the only continuous bright spot in the line and on the sales charts. Even as fuel prices fell and buyers shunned hybrids, VW managed to succeed with diesels and show that Americans actually care about and accept the technology again. Fervent TDI supporters might actually lobby for that maximum $18 billion fine to VW. I've personally convinced a number of people to look at a TDI instead of a hybrid. Perhaps not so much for stop-and-go traffic, but I know buyers who liked the idea that a TDI drove like a normal car and wasn't packed with batteries.

Former Audi chief designer Wolfgang Egger leaves Italdesign

The latest word from the international community of automotive designers has it that Wolfgang Egger is leaving Italdesign, but just where the accomplished designer will land next and who will take his place remain big question marks. Egger is a designer who has bounced back and forth between Italy and Germany over the course of his career. He was born in Germany but studied in Milan. He began his career at Alfa Romeo in 1989 and was named its chief designer by 1993 before being head-hunted by the Volkswagen Group in 1998 to head up the design department at Seat. A few years later he went returned to Italy to run the Lancia design department, and was subsequently renamed to the same post at Alfa Romeo. In 2007 he went back to his native Germany to head up the Audi design office, over which he assumed complete responsibility by 2012, but left Audi in 2013 to run Italdesign. For those unfamiliar, Italdesign is the studio founded by Giorgetto Giugiaro (pictured at left next to Egger) back in 1968 but which, along with many other Italian design houses, fell on hard times in recent years. The Volkswagen Group swooped in to rescue the troubled studio in 2010, turning it into something of an in-house advanced design department to provide an alternative perspective on the direction in which the group and its various brands could take their respective designs moving forward. With Egger now leaving its helm, Italdesign and its German parent company will need to find his replacement, and we're sure they'll announce one in due course. The bigger question on our minds, however, is where Egger himself will head next. Given the path his career has taken to date, we wouldn't be surprised to see him land elsewhere in the Volkswagen Group or find a new role in the expanding Fiat Chrysler Automobiles empire. Then again, Egger could find it time to open an entirely new chapter. Watch this space. News Source: Car Design NewsImage Credit: Newspress Design/Style Hirings/Firings/Layoffs Audi Volkswagen designer italdesign giugiaro wolfgang egger