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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.

Lexus GS production and sales halted in Europe

We last wrote about the Lexus GS one year ago to editorialize about the rumored death of the luxury brand's sports sedan. Now, Dutch outlet AutoRAI claims to have gotten confirmation from Lexus Europe that the automaker stopped taking orders for the GS in March, and will cease production of the Euro-spec model in April. In keeping with last year's speculation, AutoRAI reports the next-generation, front-wheel-drive ES will fill the role of the rear-wheel-drive GS there. What this means for the GS in the States? We sill don't know. But we do know that the ES moved 51,398 units here last year, compared to GS sales of 7,773. Those numbers represent double-digit declines compared to 2016, when the sold ES sold 51,398 units and the GS sold 14,878. In August 2017, spy photographers caught the 2019 ES testing with the Audi A6 and Mercedes-Benz E-Class, hinting the coming ES has grander aspirations than being a florid Toyota Avalon. That still wouldn't make the ES a pure replacement for a sporty rear-drive sedan, but are there enough GS buyers for Lexus to care? Last October, Car and Driver reported that Toyota's Gazoo Racing brand was working on a new GS F, but C/D couldn't tell if Gazoo meant a new model or the current one. Last June, Lexus Australia head Peter McGregor refuted the death of the GS. When asked if dealers were interested in both the ES and GS, McGregor responded, "I think what dealers like is a full line-up... that meets the market requirement in every key segment." Making clear that he couldn't speak on future product, McGregor also commented, "I think [a new GS] would still be a four-door sedan in terms of its application, but the exterior styling may appear to be more liftback." The third-gen GS struck a fastback profile, and you could see the new LS as a modern evolution of that old GS design. A member at the Lexus Enthusiast fan forum has found that the the next GS, internally codenamed 300B, still shows up in industry databases alongside the date "SOP [Start of Production] Q2 2019." Throwing money at an updated GS F wouldn't make sense for a doomed sedan. Could the GS reappear as a four-door coupe? Certainly, if for no other reason than that Lexus needs something to fill the slot between the $38,950 ES and the $75,000 LS.

Toyota expands Takata airbag inflator recall

The Basics: Toyota will recall 198,000 examples of the 2008 Corolla and Matrix and the 2008-2010 Lexus SC430. The Problem: The vehicles contain Takata's dual-stage inflators in their front passenger airbags, which could rupture in a crash. Injuries/Deaths: None reported in this population of vehicles. However, experts believe Takata's inflators have links to at least ten fatalities. The Fix: Dealers will replace the part with a newly manufactured one. If You Own One: Toyota will notify owners about the recall by first-class mail in March and will send a remedy letter in June when the parts are ready. TOYOTA EXPANDS TAKATA AIRBAG SAFETY RECALL TORRANCE, Calif., March 2, 2016 – Toyota Motor Sales, USA, Inc. today announced that it is expanding two of its recalls involving Takata front passenger airbag inflators. This will add model years of certain vehicles previously recalled and will cover all remaining dual-stage front passenger inflators of a particular type, as a precautionary measure. Approximately 198,000 Model Year 2008 Corolla and Corolla Matrix and Model Year 2008-2010 Lexus SC430 vehicles will be added to the recalls. The involved vehicles are equipped with a Takata-produced dual-stage front passenger airbag inflator which could potentially be susceptible to rupture when deployed in a crash. All known owners of the affected Toyota / Lexus vehicles will be notified by first class mail. Dealers will replace the airbag inflator or the airbag assembly with a newly manufactured one at no cost. 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. For any additional questions, customer support is also available by calling Toyota Customer Service at 1-800-331-4331, or Lexus Customer Service at 1-800-255-3987. ###