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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.

2021 Lexus GX 460 Interior Review | A competent cabin ... a decade ago

The Lexus GX 460 is really old. How old is it? It’s so old, I was still in high school when it launched. This generation of the GX launched for the 2010 model year, and it's mostly received cosmetic updates in the decade since. And few areas reveal that age more than this luxury SUV's interior. It's not all bad, but there's no question that it isn't exactly on par with the latest and greatest SUVs from other automakers. Or even its own. Let's dive in, shall we? Climbing aboard the GX welcomes the driver and front passenger with broad, thickly cushioned chairs wrapped in soft leather. They're very much the kind of seats you sit on and not in, and with a decent amount of adjustment, they're quite comfortable on a commute or on a cross-country trip. Also immediately noticeable is the high seating position and huge amount of glass offering superb visibility in all directions. Between this and the GX's modest exterior dimensions, it's quite easy to maneuver. Then we get to the dashboard, and this is where the GX becomes more of a letdown. Aside from the steering wheel, a slightly larger instrument screen with an updated infotainment operating system, nothing has changed in a decade. The prominence of the silver painted plastic is the most disappointing element, as it feels like it would barely be acceptable in a Toyota, let alone a current Lexus. The same goes for the blurry, easily washed-out center screen and pale blue digital clock and climate temperature readout. Wood trim and upholstered panels certainly help, but overall this doesn't look like the command center of a new SUV costing more than $50,000. Things get a little better when actually interacting with things. The volume and tuning knobs are weighty and smooth like on a nice hi-fi system. Having physical controls for the audio as well as most climate functions are welcome features. The touchscreen system is much more intuitive than the Remote Touch mouse and touchpad systems Lexus rolled out in later years. It's fairly responsive, and the shortcut buttons on the sides are useful. Another sign of age is the lack of Apple CarPlay and Android Auto. But hey, you get a CD player, remember those?  Buyers do still get a lot of nice features on the GX. Standard equipment includes heated and ventilated front seats, dual-zone automatic climate control, proximity locking and starting, a sunroof, and new for 2021, acoustic front side glass that makes the GX astoundingly quiet inside.

Lexus NX, BMW i3 to get Super Bowl commercials

At this point last year, we'd been getting news on automotive-focused Super Bowl commercials for more than two months. The teasers hadn't come out yet, but manufacturers lined up for the super-expensive spots were making their intentions known. This year? Almost nada, until this week. BMW has said it will air a 60-second spot promoting the i3 during the first quarter of the game, the Munich firm returning to The Big Game after a four-year absence. BMW says, "Big ideas like the BMW i3 take a little getting used to, and the creative idea surrounding our spot will play on this analogy." We say that pitching a tiny range-extended hatchback during the beer-iest American sports orgy of the year should make for some neat commentary afterward. Lexus is putting its new NX crossover in the second Super Bowl commercial it's ever aired, eschewing the glitter of celebrities and glamor for a straight-shooting spot and the tagline, "Be seen, be heard, make some noise." Joining those two are Kia, Mercedes-Benz, Nissan and Toyota. The six confirmed carmakers are down from eleven last year, when car spots made up a quarter of the total ad time. The price to do business for 30 seconds this year: reportedly around $4.5 million, up a stacks from last year's $4 million. You can watch the Lexus commercial in the video above, and beneath that, the BMW press release below has a bit more information on its effort. BMW to Advertise All-Electric BMW i3 during Super Bowl XLIX. The all-electric BMW i3 is featured in a 60-second spot during Super Bowl XLIX on Sunday, February 1, 2015. Woodcliff Lake, NJ – January 15, 2015... Today, BMW announced plans to feature the all-electric BMW i3 in a 60-second spot during Super Bowl XLIX on Sunday, February 1, 2015. After a 4-year hiatus, BMW will be returning to the big game with a commercial during the first quarter. "As one in three Americans will tune in to watch the Super Bowl, we are thrilled to use this platform to educate viewers on the importance of electric mobility," said Trudy Hardy, Vice President of Marketing, BMW of North America. "Big ideas like the BMW i3 take a little getting used to, and the creative idea surrounding our spot will play on this analogy." BMW i is BMW's forward-looking and sustainable brand dedicated to solving many of the mobility challenges faced by the world's most densely populated cities. The BMW i3 is the first of the BMW i vehicles constructed from the ground up primarily of carbon fiber.