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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.

Dear rich people, skip the SUVs and big sedans. Buy a coupe!

Pretty much from the first time I drove a Lexus LC, I fell in love with the car (and most of us on staff have similar feelings). And having spent a week recently in a 2022 LC 500h variant, I'm still as fond of it as ever. It is, in many ways, a near perfect grand tourer. It's got stunning good looks (confirmed by various strangers asking about it) with details at home on a concept car. I'll never get tired of the infinity mirror taillights. The interior does the same with leather and suede over nearly every surface and even more styling flair from the grooves in the doors to the floating handles. And finally, it's lovely to drive. Even with the hybrid engine, it's smooth and fairly swift, and the ride and handling are just on the sporty side of comfortable: great to commute in, and happy being pushed a little bit. It's a car that's so good, that I found myself wondering, why aren't there more of them? And I'm not just talking about LCs (even though the LC is so good it really deserves to be selling in massive numbers). Why aren't there more personal luxury coupes and grand tourers? It certainly wasn't always that way. The mid- to late-20th century was the heyday of the luxury coupe. America led the way with enormous Cadillac and Lincoln hardtops with as much sheet metal on either end as it had in the middle. But later in the century, as more luxury automakers jumped in, we got more svelte GT-style cars from BMW (8 Series), Lexus (SC), Acura (Legend) and more. Classy two-door luxury was a thing. But now the number of high-end coupes are dwindling not just in sales, but in offerings. Mercedes killed its S-Class coupe a few years ago, and it's been ages since we've seen anything of the sort from Cadillac, Lincoln and others. Ok, so I literally know why they're not much of a thing anymore, at least to an extent. Coupes just aren't the popular body style. That crown goes to SUVs. Just look at BMW's sales for proof. It sold around 1,400 8 Series models in the first quarter of this year, and that's including convertibles, coupes and the Gran Coupe four-door hatchback. In contrast, it sold more than 6,400 X7s, the effective SUV equivalent to the 7 and 8 Series cars. And I have no doubt that there's more going on than the desire for the big, truck-like shape. There's also the practicality of having an SUV.

Toyota recalls 2016 RAV4, RX350, and ES350 for stability failure

The Basics: Toyota will recall 4,170 examples of the 2016 RAV4, 90 units of the 2016 Lexus RX350, and 12,400 units of the 2016 ES350. The Problem: A component in the brake actuator assembly may have damage from a manufacturing error. The actuator controls the anti-lock brakes, traction control, stability control, and other systems. If the part doesn't work properly these safety systems might not activate properly. Accidents/Injuries: Toyota spokesperson Amanda Rice told Autoblog, "Regarding the recent recalls, alleged crashes, injuries, and fatalities are reported in many ways to many different organizations. We are not providing specifics at this time." The Fix: Dealers will check the brake actuator's serial number and will replace it if the part comes from a period when the damage could have happened. If you own one: Toyota will contact affected owners by mail. Related Video: TOYOTA RECALLS CERTAIN 2016 MODEL YEAR RAV4 AND LEXUS RX AND ES VEHICLES TORRANCE, Calif., April 6, 2016 – Toyota Motor Sales, USA, Inc. today announced that it is recalling approximately 4,170 Model Year 2016 Toyota RAV4; approximately 90 Model Year 2016 RX350; and approximately 12,400 Model Year 2016 ES350. The involved vehicles are equipped with a Brake Actuator assembly that enables enhanced brake control functions including the Anti-lock Braking System (ABS), Traction Control (TRAC), and Vehicle Stability Control (VSC), among others. There is a possibility that a component inside the actuator could have been damaged during manufacturing, preventing the actuator from operating properly. This could cause a loss of vehicle stability control, increasing the risk of crash. All known owners of the affected Toyota vehicles will be notified by first class mail. Toyota and Lexus dealers will check the serial number of the Brake Actuator and replace actuators assembled during a specific production period. Information about automotive recalls, including but not limited to the list of involved vehicles, is subject to change over time. For the most up-do-date Safety Recall information on Toyota, Lexus or Scion vehicles, customers should check their vehicle's status by visiting toyota.com/recall and entering the Vehicle Identification Number (VIN). Safety Recall inquiry by individual VIN is also available at the NHTSA site: safercar.gov/vin.