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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.

Almost half of US Cadillac dealers say no to ELR plug-in hybrid

If you've got $75,995 (or so) burning a hole in your pocket and a hankering for the new Cadillac ELR, you'd better call your local dealer before you burn up shoe leather and gasoline to head down there. According to a report on Edmunds, only about 56 percent of the brand's 940 dealers have signed up to carry the premium plug-in hybrid. As much as we'd like to see the more affluent among us driving on electricity, we can certainly understand the dealers' apparent lack of enthusiasm. The article cites costs of up to $15,000 for tools and training to sell the ELR. Show floor real estate is another consideration for dealers who aren't enthusiastic about sacrificing space for a for a vehicle with initial sales – just 46 units nationwide in the first two months, but that volume is expected to increase – that are as mediocre as our first drive impressions. Still, for those locations that co-habitate with Chevrolet dealers who already participate in the Volt program, the extra expenditure shouldn't be too onerous. The two vehicles share the same basic electro-mechanical drivetrain, so those dealerships should have most of the needed infrastructure already in place. The bulk of ELR sales, according to Cadillac's global marketing director Jim Vurpillat, are expected to be in along the coasts, in places like California, Miami and New York. Featured Gallery 2015 Cadillac ELR: First Drive View 25 Photos News Source: Edmunds Green Cadillac Electric cadillac elr

Meet the mother-daughter team that's worked on almost every Chevy Volt

It's Mother's Day, and we're soft enough we love our mothers enough to share a new video from General Motors with you. In it, we meet Monique Watson (left) and Evetta Osbourne, a mother-daughter team that works at the Detroit-Hamtramck Assembly where GM makes the Chevy Volt (along with all of GM's other plug-in hybrids: the Opel Ampera, Holden Volt and Cadillac ELR). The two work side-by-side and have installed the lithium-ion battery pack on almost all of those vehicles - nearly 80,000 of them - since GM started making the pre-production Volts in 2009. In a prepared statement, Watson said that she likes working next to her mom, day in and day out, and they the two are totally in sync when it comes to putting the 400-pound, 16.5-kWh packs into the vehicle undersides. They two can also share stories throughout the day, and Watson said, "The arrangement has absolutely improved our relationship." Osborne started working at Detroit-Hamtramck in 1999, Watson since 2006. If you're driving a Volt today, you probably have them to thank for doing a bit of the work putting your car together. See a short video of them in action below. It's Always Mother's Day for Detroit-Hamtramck Duo Mother, daughter install lithium-ion battery pack in nearly all GM electric vehicles 2014-05-08 DETROIT – For Detroit resident Evetta Osborne, every day is Mother's Day. That's because she literally works side by side with her daughter, Monique Watson, at General Motors' Detroit-Hamtramck assembly plant. They have installed the lithium-ion battery pack on nearly every Chevrolet Volt, Opel Ampera, Holden Volt, and Cadillac ELR since production began. In fact, apart from vacation days and an occasional sick day, the mother-daughter duo has installed almost every battery pack since the Volt was in pre-production in 2009. The ELR launched earlier this year. All told – including Ampera – that's more than 80,000 electric vehicles. "We're a good team and our relationship is secondary when it comes to performing our jobs – but it's great to work alongside my daughter, said Osborne, a mother of five. Because the battery packs weigh more than 400 pounds each, automatic guided vehicles – robotic carts that use sensors to follow a path through the plant – deliver them just as the vehicle body structures glide into position overhead. The carts then lift the T-shaped packs, and Osborne and Watson guide them into the chassis and secure each one with 24 fasteners.