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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.

VW previews huge screens, gesture control with Golf R Touch Concept at CES

Volkswagen is showing off the future of infotainment and connected driving at CES 2015 with a fleet of concepts that highlight its latest technology. According to its displays, the coming years might mean gesture-based vehicle controls and electric cars that drive themselves to find their own charging locations. VW's biggest debut at CES is its next-gen infotainment system, dubbed MIB II. The setup supports a wide array of smartphone integration standards, including MirrorLink, Apple CarPlay and Google Android Auto, to make sure that practically every smartphone user can pair the device's interface with the vehicle. Beyond just keeping occupants entertained, MIB II offers a system called Regular Routes that detects traffic along the driver's regular commute to work and suggests alternatives. The Parking Guide also helps find parking spots that are likely open. If MIB II represents the near future of VW infotainment, then the technology on the Golf R Touch Concept is the next step from there. It takes the brand's hot hatch and adds support for gesture controls inside, plus a trio of massive infotainment screens. This R features a 12.8-inch central infotainment screen, an 8-inch screen below it for things like the climate control and switching media and a customizable 12.3-inch display that digitizes the instrument panel. A camera in front of the central display waits for the driver's hands to make specific movements that activate various vehicle functions. Despite all of the potentially distracting screens, VW says the system offers control without requiring a look away from the road. VW hopes the technology reduces driver distraction and creates a closer relationship with the car. Another of the German automaker's big tech showcases is an e-Golf that demonstrates the potential future of both electric and semi-autonomous driving. This version can be charged inductively, rather than through a traditional power cord, and the exterior lights show when the vehicle is fully recharged. It's also equipped with the e-Station Guide that helps drivers find a charging location and tells them about the payment options there. This e-Golf's other major innovation is VW's Trained Parking system. A camera at the front scans the route to a parking space, and if the driver returns later, then the process can be done semi-automatically.

VW orders external probe into diesel emission scandal

There are well over 480,000 Volkswagen-made, diesel-powered vehicles currently traveling roads in the United States that do not meet the Environmental Protection Agency's emissions requirements. This, as you can probably imagine, is a very big deal, and has led VW CEO Professor Doctor Martin Winterkorn to release an official statement on the matter. "I personally am deeply sorry that we have broken the trust of our customers and the public," he said. It's important to note that these vehicles run software with a so-called "defeat device" that kicks in when the on-board computer senses that it is being tested for emissions. When the car is operating normally – in other words, when its exhaust isn't being sniffed – the cars do not meet US emissions standards. According to the EPA and the California Air Resources Board, affected cars emit as much as 40 times the allowable level of certain pollutants. "We will cooperate fully with the responsible agencies, with transparency and urgency, to clearly, openly, and completely establish all of the facts of this case," according to Winterkorn, who added, "Volkswagen has ordered an external investigation of this matter." It's not yet known who will carry out this investigation. At present, there are still a number of 2015 Volkswagen models on dealer lots that do not meet emissions requirements. VW has issued a stop sale on vehicles equipped with the 2.0-liter TDI diesel engine. What's more, the German automaker has been barred from selling 2016 model-year vehicles that use this engine, according to The Detroit News. Last year, diesel vehicles made up about 22 percent of all VW sales, which means these restrictions will have a big impact on the brand's sales performance until a remedy is found and the vehicles are approved for sale. Interestingly, the EPA has started a campaign of sorts to test vehicles from other automakers that sell diesel-powered vehicles in the United States to make sure they comply with emissions requirements under all operating circumstances. The EPA says it "will be reviewing [its] compliance protocols and introducing ways in which [it] can effectively test not only for emissions performance but also for the potential presence of defeat devices," according to a statement provided to The Detroit News. Check out the full statement from VW CEO Martin Winterkorn below. Related Video: STATEMENT OF PROF. DR.