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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.

GMC Hummer EV reservations hit 90,000

We spoke with GMC's marketing director, Rich Latek, at the Detroit Auto Show, and he revealed that interest in the GMC Hummer EV is still extremely strong. Reservations keep climbing, with the total topping 90,000. Not only that, but people are following through on orders. The 90,000 reservation number is impressive in and of itself, but what's also interesting is that the rate of reservations has been growing. Latek said that in the past few quarters, the number of reservations has been greater than each before it. And, for reference, the reservations are for both the pickup truck and SUV versions. Furthermore, people that are making Hummer reservations are following through on purchases. He said that just over 90% of reservation holders are converting their reservations to actual orders. He also mentioned that many of these orders are for higher trims. The Hummer EV is still in the middle of a drawn-out rollout. The SUV will finally go into production in the first quarter of next year. The EV3X trim of the pickup, the highest after the First Edition models, goes into production this fall. EV2X follows this coming spring, and then the base EV2 is coming in the spring of 2024. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. 2023 GMC Hummer EV Review | Back and better than ever

GM pushing back on proposed pickup and SUV brake recall [w/poll]

Through the first six months of 2014, General Motors has recalled 29 million cars and trucks in 54 different actions. If your author's notoriously sketchy math is correct, that'd work out to one recall every 3.5 days (as of this writing). GM is actively fighting to make sure there isn't a 55th recall, though.
Safety critics, including perennial nemesis Clarence Ditlow of the Center for Auto Safety, are calling on GM to recall a further six million pickup trucks and SUVs in northerly climes due to corroding brake lines caused by the use of road salt. There is a catch, here, though ­- the vehicles in question are over 10 years old, and include the 1999 to 2003 Chevrolet Silverado, Suburban and GMC Sierra, as well as the 2000 to 2003 Tahoe and Yukon (shown above).
GM issued the following statement on the matter, obtained by CNN Money: