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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Google self-driving Lexus crashes into a bus

Google's self-driving cars have been in accidents before, but always on the receiving end... at least, until now. The company has filed a California DMV accident report (PDF) confirming that one of its autonomous vehicles (a Lexus RX450h) collided with a bus in Mountain View. The crash happened when the robotic SUV had to go into the center lane to make a right turn around some sand bags – both the vehicle and its test driver incorrectly assumed that a bus approaching from behind would slow or stop to let the car through. The Lexus smacked into the side of the bus at low speed, damaging its front fender, wheel and sensor in the process. This was a minor incident, and we're happy to report that there were no injuries. However, this might be the first instance where one of Google's self-driving cars caused an accident. If so, the Mountain View crew can no longer say it's an innocent dove on the roads -- while this wasn't a glitch, its software made a decision that led to a crash. We've reached out to Google to see if it can elaborate on what happened. No matter what the response, it was always going to be difficult to avoid this kind of incident. Until self-driving cars can anticipate every possible road hazard, there's always a chance that they'll either be confused or make choices with unexpected (and sometimes unfortunate) consequences. However, the hope at this early stage isn't to achieve a flawless track record. Instead, it's to show that self-driving cars can be safer overall than their human-piloted counterparts.Related Video:This article by Jon Fingas originally ran on Engadget, the definitive guide to this connected life. Image Credit: AP Photo/Eric Risberg Green Lexus Safety SUV Autonomous Vehicles Videos California transportation gear

Major Alexa deal will bring Amazon services into more cars

Amazon and its personal assistance service Alexa are partnering with HERE Technologies to create a new connected mobility service powerhouse. Alexa will integrate with HERE's navigation and location services to offer what the two companies are calling a "true voice-first-navigation experience." Alexa will come pre-integrated with HERE navigation on-demand, which the automakers can then enable, which should help cut down on development time. One of the biggest features from this partnership is how directions could be offered and delivered using HERE's Open Location Platform (OLP). Currently, the OLP uses data from several car manufacturers to provide insights into real-time location and traffic. But on Alexa, this could be used to provide directional context. For example, Alexa could say, "Turn right after [such-and-such a building]" rather than just, "Turn right." Amazon has been testing the automotive waters throughout the past decade. Its home-based Alexa-enabled devices are already offered with connections to several manufacturers. To various degrees of integration, it can already pair with Ford, Genesis, Toyota, Lexus, Hyundai and BMW vehicles. At the end of 2018, Amazon took things a step further when it introduced the Echo Auto, a Bluetooth-connected Alexa assistant device that can be physically kept in a car. Currently only available by invitation (its production and distribution have been delayed), the $25 device is essentially a voice service that works together with smartphones and connects to a car's speakers. Users can command it to do a variety of things, including playing music, setting navigation, opening the garage door, finding local stores, making calls, setting reminders, and thousands of other "skills." According to The Verge, nearly 1 million people have already ordered the device. Some (well, probably few) may know HERE Technologies from its maps on Windows Phones. We all know how that turned out, though. Today, HERE has expanded into a multi-function suite that is available in multiple mediums, including many automotive applications. HERE Automotive's connected vehicle services include real-time traffic, parking, weather, fuel prices, hazard warnings, traffic sign integration, and even EV charging stations. These all incorporate and extend the use of HERE's location and tracking programming. HERE is already partnered with BMW, Audi, Daimler, Intel, Mobileye, NVIDIA, and has investments from Bosch, Continental and Pioneer.