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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.

GMC's Bronco-slaying SUV will remain a dream, report says

GMC won't help rival Ford in its quest to dethrone the Jeep Wrangler, according to a recent report. The body-on-frame off-roader the firm planned as an alternative to the upcoming Bronco and the fourth-generation Wrangler allegedly fell victim to a top-down restructuring plan implemented recently by parent company General Motors. Citing anonymous inside sources, Muscle Car & Trucks reported the rugged SUV remained part of GMC's long-term product plan until November 2018. It was shaping up to be one of the company's most distinctive models in decades. It should have arrived as a dedicated off-roader developed and sold exclusively by GMC; it wouldn't have had a twin in the Chevrolet portfolio. The problem, according to the report, is that the off-roader (which might have revived the heritage-laced Jimmy nameplate) should have been built on the 32XX platform designed to underpin the next Chevrolet Colorado/GMC Canyon twins. General Motors canceled that project to save money, so the SUV was consigned to the attic before we even spotted prototypes testing on and off the pavement. The updated pickups will instead arrive on an evolution of the frame found under the models currently found in showroom. There's no word on why that architecture can't support a Wrangler-like SUV. GMC never confirmed plans to build an off-roader aimed at the Jeep Wrangler and the upcoming Ford Bronco, so it certainly won't validate reports claiming it has canceled the model. This isn't the first time we've heard about a body-on-frame SUV made by a brand in the General Motors portfolio, though. Hummer was supposed to take the fight directly to Jeep with an off-roader accurately previewed by the 2008 HX concept, but it shut down before it finished developing the model. Rumors of GMC picking up where Hummer left off have come and gone on a shockingly regular basis over the past few years, yet the Wrangler remains in a class of one.

GMC goes to the dark side with Terrain and Acadia Black Edition

GMC recognizes how many of its SUVs are customized immediately after purchase. It's not uncommon for a big SUV to be ordered in black, and then to receive a murdered-out look on top of that: black wheels, black tint, black trim. According to GMC, roughly 1 in 5 new SUV buyers gets their new vehicle customized, and to better serve those customers, GMC is now saving them the trouble of doing it aftermarket. As per GMC's statement: "Black Editions answer the specific desire for a blacked-out effect and come direct from the factory ingrained with distinct personality." Both the 2019 GMC Terrain and Acadia will be available in the special "Black Edition" from this summer on. They both feature blacked-out grilles, roof rails, mirror caps and trim. The Terrain's Black Edition, available on SLE and SLT spec, gets 19-inch gloss black aluminum wheels, and the SLT-only Acadia Black Edition gets 20-inch machined aluminum wheels with black accents. Despite the name, the Black Editions are both available in four colors other than just black — even if those are mainly shades of grey with an option for white as well. Related Video: