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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.

NHTSA upgrades probe into 1.7 million GM vehicles over wiper failures

WASHINGTON — The U.S. National Highway Traffic Safety Administration (NHTSA) said Tuesday it is upgrading an investigation into 1.7 million General Motors vehicles for windshield wiper failures. The auto safety agency opened the probe in November 2018 to see if GM needed to expand a 2016 recall of 2013 model year Chevrolet Equinox and GMC Terrain SUVs to cover additional vehicles. The engineering analysis probe covers 2010-2012 and 2014-2016 Equinox and Terrain vehicles. NHTSA could demand a recall after it completes the probe. NHTSA said it has reviewed 1,900 complaints and reports related to the issue in the 1.7 million vehicles. NHTSA said it has seen elevated failure rates in the 1.7 million vehicles, even though GM said the recalled vehicles have "double the warranty rate and five times the complaint rate." GM said it will "fully cooperate to support their investigation. We do not believe these windshield washer systems are defective." The wiper failures that prompted the 2016 recall were attributed to water and debris intrusion into the windshield wiper assembly ball joints, leading to excessive wear and eventual detachment of the ball joint. GM said it was installing an improved windshield wiper motor and transmission assembly and relocating a drain hole at the base of the windshield. Related Video:

2019 GMC Sierra 1500 prototype shows off differences from Silverado

Now that the new Silverado has made its debut, we're awaiting the reveal of its mildly restyled twin, the GMC Sierra 1500. While it likely won't be that different as far as capability and major equipment are concerned, we are looking forward to seeing what design changes it will have. Based on these recent spy shots, the changes will be mild, but still enough to make it visually distinctive. One of the more obvious differences will be in the front fascia treatment. Unlike the Silverado's grille that's level with the top of the headlights, the GMC's will rise above the lights, which will also yield a slight drop on each side of the hood to meet the lights. The grille is quite tall, extending far below the headlights, too. We can make out, behind some mesh, two dips on the outer edges of the grille that give the Sierra a more menacing frown. Large foglights are also found right near where the scoops for the wheel air curtains, and the headlights are unified on the edges, rather than split on the Silverado. Along the sides, the sheet metal looks relatively unchanged. At some angles, we can make out the distinctive shoulder line from the Silverado that runs up to about the rear mirrors where it stops to make room for another crease that rises up from somewhere in the middle of the front doors to lead to the front. The wheel arches are decidedly different from the Silverado's though. While the Silverado has fairly rounded arches, the Sierra's have a rear-slanted bevel to the fronts of the arches and a rounded 90-degree corner at the rears. There isn't much we can tell about the rear except for the taillights. They're quite large, and unlike the Silverado's, there aren't any areas where the sheet metal intrudes. It also appears that the tops of the taillights extend farther forward into the bed sides than the Chevy's. Because the Sierra has almost always been a mechanical twin of the Silverado, we expect it to offer the same 5.3-liter and 6.2-liter V8s, as well as the new 3.0-liter diesel inline-6. Also, being a GMC, it will likely have a flashy, chrome-laden Denali trim level. We also will see the fully revealed model soon, as Automotive News reports the debut will be on March 1. Related Video: Featured Gallery 2019 GMC Sierra 1500 spy shots View 39 Photos News Source: Automotive News Spy Photos GMC Truck chevrolet silverado