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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 54k Cadillac SRX, HD pickup models

There are more recalls to report General Motors, but these latest actions pertain to newer examples of the Cadillac SRX, Chevrolet Silverado HD and GMC Sierra HD. With so much scrutiny on the company's recall strategy, GM is under increasing pressure to call in defective models more quickly, and it appears to be doing so here.
Here in the US, the automaker is recalling 50,571 Cadillac SRX crossovers from the 2013 model year fitted with the 3.6-liter V6 because the transmission control module programming can cause a three- or four-second lag in acceleration at low speeds. The explanation filed with the National Highway Traffic Safety Administration states, "if the following sequence occurs within two seconds: during an upshift from first to second gear (8-10 mph), the driver then brakes the vehicle to less than 5 mph, and then accelerates again," the delay can occur. According to Automotive News, the recall effects 56,400 vehicles worldwide, and the company is not aware of any crashes caused by the problem. The fix consists of a transmission control module (TCM) reflash.
In a separate recall, GM is repairing 51 Chevrolet Silverado HD and GMC Sierra HD pickups from the 2015 model year in the US. In vehicles with diesel engines and dual fuel tanks, the nuts that connect the fuel pipe to each side of the transfer pump between the tanks may be improperly torqued, which could cause a fuel leak. Obviously, this could be a fire hazard. The remedy is simply tightening the hardware. According to GM spokesperson Alan Adler, there have been no fires actually caused by the potential leak. "Only 21 of the trucks are in customer possession and they can be fixed anytime because there are no parts involved. The others are being fixed at dealerships," Adler said in an email to Autoblog.

GMC Acadia goes big again? Spy photos show next-gen prototype

GMC is testing what looks a lot like a new full-size SUV, signaling the likelihood that it will return to full-size segment after the current generation has run its course. GM downsized the Acadia for the 2017 redesign, carving nearly 10 inches off its length and 3 inches from its girth. For the next generation, it appears that script will be aggressively flipped.  The hierarchy of GM's unibody family SUVs was already a bit wonky before the Acadia's 2017 redesign, and continues to be now. While it would be logical for the Chevrolet Traverse, GMC Acadia, Buick Enclave and Cadillac XT6 — all three-row crossovers — to be different skins on the same fundamental chassis, that's not actually the case. The Acadia is a full foot shorter than either the Traverse or Enclave, with the XT6 falling in between. Based on these photos, that will no longer be the case when the new GMC Acadia debuts. Since the current one went on sale in 2016 as a 2017 model, it's about due for a replacement.  We can't see much beyond basic proportions here, but those tell a clear story. It's pretty obvious that the hood on the prototype is wider and sits higher than on the current car, with perhaps less slope to the now-wider nose. We can also see the faintest impressions of creasing on the flanks, likely leading to the same broad, angular hip treatment present on the current car. Viewed side-by-side, we can see a little more front and rear overhang. There's no obvious hint of substantially longer wheelbase here (the rear doors line up almost perfectly), so we're probably looking at something that is wider but not necessarily much longer.  In any event, we shouldn't have to wait too long to find out exactly what GM has in store for its "Pro" brand.  Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.