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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.

2019 Lexus ES First Drive Review | Entry-level luxury that wants to have fun

NASHVILLE, Tenn. — For 2019, the Lexus ES is all new and marks the seventh generation of the Japanese nameplate's entry-level luxury four-door. We're happy to report that the redesign brings some very welcome attributes, and the 2019 Lexus ES does everything you'd want an entry-level luxury vehicle to do. Performance, no matter which of the two drivetrain options you choose, is respectable, interior comfort is on par with a Restoration Hardware sofa you'd spend real money on, handling is communicative, and most important for a Lexus, it's serenely quiet inside. While these are great attributes, there are a few places we wish Lexus had spent more energy revamping. Through the humid hill country just outside Nashville, on a mix of the congested city arteries and the flowing switchbacks of Tennessee's forested interior, we put the ES through its paces. The 2019 ES is based on Toyota's TNGA platform, which underpins both the latest Avalon and Camry models. Perhaps that'd constitute a knock in a previous era, but the new Camry chassis is a rollicking peach compared to some others in its class. It's rigid enough for a windy road dance, but compliant enough for daily-driver duties. Even better, Lexus engineers improved the TNGA platform for use in the ES. A 200 percent increase in stiffness over the previous ES is due in part to a liberal use of structural adhesives and laser-welded screws. The front strut towers are reinforced, and topped with a brace between them. This extra attention to detail pays dividends that include a smoother ride and better handling. New adaptive Dynamic Control Shocks quietly smooth out bumps and undulations, allowing us to wind through the rural backcountry roads confidently, and the steering gives better feedback than we'd expect from a vehicle like the Lexus ES. Pushing the big sedan into one of the many hilly, and often blind, corners along our route elicits only a minute amount of body roll. But chassis improvements aren't the only upgrade from the previous model. The 2019 Lexus ES comes standard with a 3.6-liter V6 delivering 302 horsepower at 6,600 rpm and 267 pound-feet of torque at 4,700 rpm. This represents a bump of 34 hp and 19 lb-ft from the previous generation's V6. The engine is coupled to Lexus' new eight-speed automatic transmission, which is encased in a housing smaller than the brand's previous six-speed automatic.

This LED-covered Lexus IS doubles as a display

Why would you put 41,999 LEDs on a 2017 Lexus IS sedan? Well, for starters, because you don't have 42,000 LEDs available, but also to get attention. This car was built as a mobile programmable screen to be featured in a music video by Dua Lipa. (No, we hadn't heard of her either, but that's cool.) It's called the LIT IS, because, well, you know, and it is featured in Dua Lipa's new music video for "Be the One." Lexus says it used a mile of wire to connect all of those light sources (how much must that weigh?) and that together they put out 175,000 lumens, or about the amount of light emitted by 100 100-Watt bulbs. They're even stuck inside the spindle grille. It sort of reminds of the Swarovski crystal headlight option on a Mercedes-Benz S-Class coupe, only if the entire car were a headlight. And the headlight could change color. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. You can see the lighting system in action in the promotional video above. And in the vein of of one-off Lexus IS sedans, don't forget about the Sriracha IS that was shown at the LA auto show. For some reason. Apparently Lexus wants us to pay attention to this car. Related Video: Auto News Celebrities Design/Style Lexus Luxury Sedan lexus is