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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.

GM recalling over 243,000 crossovers over possible seat belt defect

2010 Buick Enclave - Click above for high-res image gallery
The summer of 2010's recall hit parade continues unabated today, with General Motors having just announced that it is asking 243,403 owners of its 2009-2010 Lambda crossovers to bring their three-row haulers in for inspection. The culprit? Second-row seat belts in select Buick Enclave, Chevrolet Traverse, GMC Acadia, and Saturn Outlook CUVs have "failed to perform properly in a crash."
According to GM, a second-row seat-side trim piece is to blame, as it can impede the upward rotation of the buckle after the seat is folded flat. As a result, if the buckle makes contact with the seat frame, cosmetic damage can occur, potentially requiring additional force to operate the buckle properly. So far, no great shakes, but in the process of applying that additional force, the occupant may push the buckle cover down to the strap, potentially revealing and depressing the red release button. As a result of this, the belt may not latch, or in certain cases, it may actually appear to be latched when, in fact, it isn't.

2014 Chevy Silverado details continue to dribble out

PickupTrucks.com has gotten its hands on a few more details concerning the 2014 Chevrolet Silverado and the 2014 GMC Sierra. General Motors held a conference call on the two trucks, allowing Jeff Luke, executive chief engineer for both, to answer a few questions. Luke said truck buyers are largely concerned with power and fuel economy, and as such, GM will continue to explore new methods of providing both. That may translate into any number of drivetrain permutations, including light-duty diesel engines, eight-speed transmissions or even a twin-turbocharged V6.
What's more, both the 2014 Silverado and its GMC twin will boast a tow rating of 11,500 pounds, but only when equipped with a max-trailering package. Without that special package, the rating drops to 10,200 lbs for regular cabs and 9,700 lbs for crew cabs. Buyers will no longer be able to opt for a 4.10 gear ratio.
We're also excited to hear that GM plans on making the Z71 package into something more than just a few a stickers. While Luke didn't go into details, PickupTrucks.com says "it will get significant improvements in the future." Head over to the site for a quick rundown of the call's highlights.