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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.

How Chevy Silverado, GMC Sierra will take on the Ford F-150 profit machine

FORT WAYNE, Ind. — When General Motors engineers were developing the 2019 Chevrolet Silverado and GMC Sierra pickup trucks, some of them joined public tours of Ford's Dearborn, Mich., factory to watch aluminum-bodied F-Series trucks go down the assembly line. The redesign of the Ford F-Series trucks, launched in 2014, set a new standard for fuel economy and lightweight vehicle construction. But armed with stopwatches and trained eyes, the GM engineers believed they saw problems. "They had a real hard time getting those doors to fit," Tim Herrick, the executive chief engineer for GM truck programs, told Reuters. His team did more intelligence gathering. They bought and tore apart Ford F-Series doors sold as repair parts. Their conclusion: GM could cut weight in its trucks for a lower cost using doors made of a combination of aluminum and high-strength steel that could be thinner than standard steel, shaving off kilograms in the process. These pounds-and-pennies decisions will have major implications in the highest-stakes game going in Detroit: dominance in the world's most profitable vehicle market, the gasoline-fueled large pickup segment. What's more, GM is banking on strong sales of overhauled 2019 Silverados and GMC Sierras to fund its push into automated and electric vehicles — a business many investors see as the auto industry's long-term future. The risks are high given the hits automakers have taken from U.S. President Donald Trump's trade policies. Rising aluminum prices spurred by Trump's tariffs are driving up costs on the Ford's F-Series, while rising steel and aluminum prices likewise drag on GM results. GM also has a significant risk should the United States, Mexico and Canada fail to agree on a new NAFTA trade deal, given GM trucks built at its Silao, Mexico, factory could face a 25 percent tariff if NAFTA collapses. Major profit per truck Interviews with GM executives and a tour at its factory here in northwest Indiana provide a detailed look inside GM's plan for the most important vehicles in its global lineup. These big pickups are everything Tesla's Model 3 or Chevy's Bolt electric car is not. The mostly steel body is bolted to the truck's steel frame, rather than the one-piece body and frame electric vehicles. The majority of trucks will have a V-8 gasoline engine powering the rear wheels — like the classic GM cars of the 1950s. Some Silverados will have new four-cylinder engines, but there is no electric or hybrid offering as of now.

Watch the 2022 GMC Hummer EV launch using its Watts to Freedom mode

It’s nearly the July Fourth weekend, and GM is celebrating Independence Day a little earlier than most. The celebration comes in the form of a GMC Hummer EV demonstrating Watts to Freedom, or WTF, mode for us on video. You can watch it at the top of this post, but the idea is rather simple. ItÂ’s just a video of a Hummer development vehicle accelerating as quickly as it can from 0-60 mph and beyond. GMC claims its 1,000-horsepower electric Hummer is capable of hitting the 0-60 mph mark in “approximately 3 seconds,” which is borderline terrifying for how large of a vehicle it is. The super-quick time is possible when using the Watts to Freedom launch control mode, which “channels the propulsion systemÂ’s tremendous power into acceleration bursts.” The truck will still be plenty fast when accelerating normally, but WTF mode is what you should use to unlock its full potential. GMCÂ’s video shows us the graphics it uses in the digital cluster to signal Watts to Freedom is activated, and the whole sequence looks like it leans on U.S. military themes for both design and phrasing. For example, GMC lets you know that Watts to Freedom is ready via an “Armed” message in the cluster.  The 2022 GMC HUMMER EV is a first-of-its kind supertruck develop View 40 Photos Instead of a rumbling exhaust and screeching tires, the Hummer appears to silently launch with all four tires grabbing on and catapulting the truck away. It looks quick as it throws all of the weight rearward into an accelerative squat. And in case you missed it, thatÂ’s a lot of weight — GMC says itÂ’ll tip the scale at 9,046 pounds. GMC has previously said that production will begin in late 2021, and this video continues to confirm that timeframe with a note saying “initial availability Fall 2021.” Do keep in mind that only the sold-out Launch Edition is coming at that time. Other cheaper variants will follow in the years to come. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. GMC Hummer EV reveal