2009 Lexus Es350 on 2040-cars

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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.

What does a million-mile car really tell us?

A million miles. Nearly every car brand and motor oil company plays the million-mile marketing racket at some point. The typical recipe is to take a car that experienced a ton of low-stress highway miles, and make it a rolling testament to the long-term qualities of whatever reputation you're trying to prop up. Saab, Lincoln, Toyota, Honda, Ford, Chrysler. It's a tired game that I would normally just consider one of the pointless ranking exercises of our time. But the truth is, when it comes to a car's longevity, it's almost always the owner that makes the real difference, not the brand. Like a pitcher at a baseball game, the owner mostly determines the victories and the defeats for his car. Some specific models are the basement dwellers of our time – I'm looking at you, Chrysler car with the 2.7-liter engine! But a lot of cars and trucks hit right around the average that is a powertrain whose longevity is mainly determined by that person who turns the key and hopefully learns that patient art of long-term ownership. The best owners are the ones who deserve the attention. So with that in mind, let me introduce you to Matt Farah's Million Mile Lexus. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. This Lexus could be written off as another cynical marketing exercise in this business, performed by those who didn't do the real driving in the past and have no plans at all on doing the bulk of the driving in the future. Matt's actually doing a few things that are genuinely cool, though. Letting other auto journalists and enthusiasts drive it along the way and giving Regular Car Reviews a crack at it. Focusing on the rare virtues of the first-generation Lexus, which, to be frank, can out-diesel a diesel. There is a great story to be had with this car. This isn't a car that was "going to the junkyard" and magically given the kiss of life. That story is far more vast than a guy who bought a high-mileage car in great overall condition. This isn't a car that was "going to the junkyard" and magically given the kiss of life so that it can endure the ages. This Lexus, like all other high-mileage models worthy of our love, has been given one hell of a good maintenance regimen by the prior owners. It was taken care of and primarily maintained at the dealership, where it probably received the best parts and service, thanks in enormous part to owners who were willing to pay that exorbitantly high bill.

Toyota cuts global production in April by 17%

TOKYO — Toyota is cutting its global production target in April to 750,000 vehicles, down 150,000 from an earlier plan, the automaker said on Thursday, as a semiconductor shortage and the COVID-19 pandemic bite into its plans. The news comes about a week after Toyota said it would scale back domestic production by up to 20% during the months of April, May and June to ease the strain on suppliers battling shortages of chips and other parts. "It is still difficult to foresee the situation several months ahead, and there is a possibility the current plan will be revised downward," the company said in a statement. Average monthly global production for the period from April to June would be about 800,000, Toyota added. Its global vehicle production will be down 10% in May and 5% in June from previous estimates at the beginning of the year, said Toyota executive Kazunari Kumakura. The shortages have led the automaker to repeatedly change its production plan, frustrating suppliers and prompting President Akio Toyoda to call the interval from April through June an "intentional cooling off" period. Apart from the persistent chips shortage, Toyota faces a number of challenges. Curbs against COVID-19 forced it to suspend a joint venture with China's FAW Group in the northeastern city of Changchun. The automaker also cited logistical hurdles for suspension at a plant in Russia amid political uncertainty sparked by the Ukraine invasion, which Russia calls a special operation. These factors were not reflected in the April-June global production plan, Kumakura said, adding that while Toyota had not yet suffered specific impacts from the Ukraine crisis, it would look into short- and long-term risks. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Plants/Manufacturing Lexus Toyota coronavirus chip shortage