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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.

Junkyard Gem: 1991 Lexus ES 250

When the Lexus LS 400 first appeared here in late 1989 (as a 1990 model), sellers of German-made luxury sedans broke out in the shaky sweats and car shoppers flocked to see — and buy — this well-built statusmobile that retailed for about 60% of the price of the cheapest S-Class. Not attracting nearly as much attention at the time was the other introductory vehicle of the Lexus brand: the ES 250. Sold here for just the 1990 and 1991 model years, the first-generation ES was the most Camry-like of its kind and the hardest to find today. Here's a '91 in a San Francisco Bay Area yard. All of the ESs for the model's first couple of decades were based on the Camry, so they benefited from the Camry's famous reliability while suffering from its not-so-exciting image. Toyota made a good effort to make the 1990-1991 cars look something like their LS big brothers, but their Camry origins are quite obvious from most angles. Later ESs got more distinctive body panels and sales got stronger when that happened. Power came from this 2.5-liter V6, which was the hairiest engine available in the 1991 US-market Camry. 159 horsepower, which was pretty good for a car like this in the early 1990s. A five-speed manual transmission could be had in the ES 250 and ES 300 through the 1993 model year, but those early-1990s American car shoppers wishing for a midsize luxury sedan with three pedals generally opted for an Audi or BMW, with most of the rest settling on the Acura Legend. I'll keep looking out for a five-speed ES in a car graveyard, of course, but finding any first-gen ES has been a tough challenge in itself. This one got within 252 miles of the 200,000 mark, not bad for a typical 1991 car but also not especially impressive for a member of the Camry family. The interior was much nicer than what you got in any Camry, but junkyard shoppers have hit this one hard and its opulence no longer shines through. Toyotas had some variation of this switch from the late 1970s and into our current century. This version comes straight out of the Cressida. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. That Lexus noise-testing room sure is impressive! This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Good in the rain, too. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings.

Lexus LX 600 first impressions, a $485k Rolls and old Dodge Vipers | Autoblog Podcast #718

In this episode of the Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Associate Editor Byron Hurd for a packed hour of Rolls-Royce, Infiniti, Lexus and early Dodge Viper content. The two start by talking about what they've been driving, kicking off with the 2022 Toyota Land Cruiser Lexus LX 600, followed by stores from Greg's road trip in an Infiniti QX55. From there, it's on to the $485,000 Rolls-Royce Ghost Black Badge that Byron was loaned for a weekend lake cottage getaway. After that, they celebrate Autoblog Podcast #718 with some Porsche Cayman and Boxster anecdotes, followed by Byron's used vehicle spotlight on the early Dodge Viper.  Autoblog Podcast #718 Get The Podcast Apple Podcasts – Subscribe to the Autoblog Podcast in iTunes Spotify – Subscribe to the Autoblog Podcast on Spotify RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Cars we're driving 2022 Lexus LX 600 2022 Infiniti QX55 2022 Rolls-Royce Ghost Black Badge Used Vehicle Spotlight1992-2002 Dodge Viper Feedback Email – Podcast@Autoblog.com Review the show on Apple Podcasts Autoblog is now live on your smart speakers and voice assistants with the audio Autoblog Daily Digest. Say “Hey Google, play the news from Autoblog” or "Alexa, open Autoblog" to get your favorite car website in audio form every day. A narrator will take you through the biggest stories or break down one of our comprehensive test drives. Related video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. 2022 Porsche 718 Cayman GT4 RS at the 2021 LA Auto Show