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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.

2018 Lexus RX 350L Quick Spin Review | Minding the gap in the Lexus lineup

PORTLAND, Ore. — Why on Earth does Lexus still make the Jurassic GX 460? It's old, inefficient, body-on-frame and completely atypical of the rest of the three-row luxury segment. Well, the answer lies in that segment descriptor: three rows. People want them, yet Lexus didn't offer anything else between the two-row RX and the $85,000, Land Cruiser-based LX 570. Despite this lineup gap lasting for two decades, Lexus decided to finally attempt filling it with a seemingly quick-and-dirty solution: Lengthen the RX 350, shoehorn in a third row, add an L to the name, wipe hands together, call it a day. The resulting 2018 Lexus RX 350L does indeed have a third row of seats and is generally a far superior vehicle to the GX. It's better to drive, massively more efficient, and its beautiful interior is up to the current Lexus norm. The cargo door doesn't swing into the curb. Plus, unlike some other slapped-together lengthened jobs over the years like the Chevrolet TrailBlazer EXT or even the long-wheelbase Range Rover, the RX 350L doesn't suffer visually for its extra inches. In fact, it can be difficult to tell the L apart from a non-L unless the two are parked together in profile. If everything, the extra 4.4 inches of length might actually improve the RX's proportions from certain angles. Of course, quite a few people find the current RX to be hideous, so finding comments below that include the words "lipstick" and "pig" would not be surprising. Adding the L also doesn't seem to take away from the RX's driving experience, which continues to impress. The current model is buttoned down and involving in a way its couch-like predecessors never attempted to be. From the lowered driving position to the more responsive steering, this is a far more driver-oriented vehicle. You don't even need to engage Sport mode, but doing so dials in an appropriate level of steering weight and sharpens throttle/transmission response. This general sportification also hasn't taken anything away from comfort, as a three-hour road trip from Portland to Seattle proved it to be a superb highway cruiser. Both seat and ride comfort are excellent. That was with two people aboard, however. Later in the week, we managed to easily fit an extra pair in the second row along with a rear-facing baby seat. That's all well and good, but the regular RX can do that.

The revolutionary Bose suspension that could have been

The Bose name pops up on these pages every once in a while – usually, as you might expect, because some automaker or another has installed its audio systems in one or more of its models. But a few years back, the research-driven audiophiles at Bose developed a revolutionary adaptive suspension system that could have been a game-changer. Sadly, it wasn't. The Bose suspension system was a technological breakthrough. As you can see from the pair of Lexus LS sedans demonstrated (and the Porsche Cayman thrown in for good measure) in the two-minute video above from CNET, the system virtually eliminated body roll and smoothed out bumps in the road to near glass-like serenity. It could even jump over minor obstacles. Unfortunately, the system was too heavy and expensive to put into production, and the project was shelved. Instead, it was repackaged into a suspended driver's seat for heavy-duty, long-haul trucks and called the Bose Ride System. It's said to significantly reduce fatigue and back pain while encouraging driver alertness and wellness – which is all well and fine, but a far cry from what the suspension system could have meant for the automotive industry. Just think about that the next time you notice the Bose logo on the speaker grille in an upscale vehicle from the likes of Audi, FCA, GM, Mazda, or Nissan – all automakers that offer Bose audio systems, and which might have considered implementing the advanced suspension if only it were more practical for production. Latest Video: News Source: CNET via YouTube Lexus Technology Videos lexus ls cnet