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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 will recall 3.5 million pickups and SUVs to fix brake issue

WASHINGTON — General Motors Co is recalling 3.46 million U.S. pickup trucks and SUVs to address a vacuum pump issue that could make braking more difficult and increase the risk of a crash. The recall, which covers 2014-2018 model year vehicles, including some Cadillac Escalade, Chevrolet Silverado, Chevrolet Tahoe, GMC Sierra, Chevrolet Suburban and GMC Yukon vehicles, was triggered because the amount of vacuum created by the vacuum pump may decrease over time, GM told the National Highway Traffic Safety Administration (NHTSA) in documents posted Wednesday. NHTSA opened a preliminary investigation into the issue in November 2018, and said it had reports of 9 crashes and two injuries related to the issue. It provided GM in July with additional field reports that prompted the automaker to open an investigation. The company did not immediately say on Wednesday how many injuries or crashes are linked to the issue but said it could impact braking in "rare circumstances." GM said dealers will reprogram the Electronic Brake Control Module with a new calibration that will improve how the system utilizes the hydraulic brake boost assist function when vacuum assist is depleted. GM said the vacuum assist pump, which is lubricated with engine oil that flows into the pump through a filter screen, can in some cases lose effectiveness over time, as debris such as oil sludge can accumulate on the filter screen. GM told NHTSA that prior model years used a different brake assist system design, and vehicles manufactured after 2018 were not equipped with the affected pump design. Recalls Chevrolet GM GMC

GMC caught using Rivian R1T image for Sierra Denali EV Photoshop

The rise of electric start-ups have many legacy automakers checking their rear view mirrors as they scramble to join the EV party. Most wouldn't like to admit it publicly, but we know that at least some folks at General Motors are keeping an eye on Rivian. That's because a recent post on social media account by the General Motors design department appears to have used an image of the Rivian R1T, but heavily photoshopped. The post was intended as a peek of the GMC Sierra Denali EV's rear view. Eagle-eyed observers like AllCarNews soon noticed many familiar elements to the rendering, including the wheels and tires, mirrors and doors. Even the backgrounds are identical, including some leaves that the truck is kicking up. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Seen side by side, the two pickups' similarities don't end there. The Sierra EV is wider, but the cab's rear pillars and glass look the same as the Rivian's, just stretched horizontally. The rear bumper and its license plate cutout and reflectors on either side look a bit too close for comfort as well.  The post as since been deleted. A GM spokesperson explained the situation to The Drive, "The GM Design Instagram channel is meant to give followers an inside look at the process of designing new products and the creative teams behind it. Often, these posts use sketches made for internal studio use during design development. The sketch in question was intended for internal use only, and was posted without the necessary approval. It has been removed from the GM Design Instagram page." Automakers often use products from the competition as benchmarks or design inspiration. Designers sometimes use existing images as a starting point as well, in order to quickly get an idea down "on paper". They just tend to do it in private. A juggernaut like GM using an image from an upstart like Rivian is embarrassing for the General, but surely an ego boost for the EV brand.  When dealing with an up-and-comer, perhaps it's best to take a page from Mad Men's Don Draper. In season four of the advertising drama, a newspaper calls the hot shot exec for a quote, after a young rival publicly says he's gunning for Draper. Draper knows exactly who the reporter is talking about but when asked for comment says, "Never heard of him." Related Video This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.