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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.

New Takata problem results in recall of 414 GM vehicles

An airbag-inflator rupture discovered by Takata during testing has resulted in a new recall affecting 414 vehicles from General Motors, including 395 of them in the US. This latest campaign covers 2015 model-year examples of the Buick LaCrosse, Cadillac XTS, Chevrolet Camaro, Equinox, Malibu, and GMC Terrain. There are no reported breaks in any of these vehicles on the road, and the company estimates only one percent of them actually have the faulty parts. According to documents submitted to the National Highway Traffic Safety Administration (as a PDF), one side-airbag inflator failed a cold test at -40 Fahrenheit "releasing high pressure gas and propelling the separated components apart." The supplier told GM about the failure the next day. In these vehicles, the safety device might not only burst but the bag could inflate incorrectly, as well. GM and Takata say that a cause is not yet known, but they are "conducting an investigation." GM will begin notifying affected owners via overnight mail on Oct. 19. Dealers will replace the side airbag modules on all of the affected vehicles with new components outside of the suspect lot. All of the removed parts will also be collected for further study. Takata's faulty front airbag inflators have resulted in a serious scandal for the supplier. Initial figures indicated 34 million US vehicles are need of repair, though more recent figures have knocked that down to 23.4 million bad parts in 19.2 million automobiles. GM was already among the dozen automakers with models to fix, and some of its pickups were affected, along with the Saab 9-2X and Pontiac Vibe. GM Statement: General Motors is recalling 395 cars and crossovers in the U.S. because one of the front seat side air bags inflators may be defective. In the event of a deployment, the air bag's inflator may rupture and the air bag may not properly inflate. The rupture could cause metal fragments to strike the vehicle occupants, potentially resulting in serious injury or death. GM is unaware of any incidents involving vehicles with these components, which were part of a lot in which one inflator failed acceptance testing at the supplier. Dealers will replace the side air bag module or modules in affected vehicles. Including Canada, Mexico and exports, the total population of the recall is 414, GM estimates 1 percent of the recalled vehicles may have the defect.

GMC Hummer EV infotainment built with Unreal Engine used by 'Fortnite' and 'Rocket League'

We're only a couple weeks away from the reveal of the GMC Hummer EV truck and SUV. And we're expecting a lot of boasting about impressive capability and unique features. What we weren't expecting was for its infotainment system to be built on a video game engine. That's the news that has come out of Epic Games, creators of Unreal Engine, the basis of the Hummer's infotainment system. If you've been an avid video gamer anytime in the last 20 years, Unreal Engine should be recognizable. The first version of it powered Epic's "Unreal" and "Unreal Tournament" games, and more recent versions power multiplayer hits such as Epic's "Fortnite" and Psyonix's "Rocket League." The engine has been licensed out to countless other game developers for titles by both indie developers and large game companies. But its use in the GMC Hummer will be the first time it has powered a production car's infotainment system. This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Epic didn't say which version of Unreal Engine is being used in the Hummer. Presumably it's a version of Unreal Engine 4, since Unreal Engine 5 hasn't been released yet. Also, while Epic released a trailer announcing the partnership and showcasing Unreal's 3D rendering and menu developing tools, it doesn't give us a peak at what the infotainment and instruments of the Hummer will look like. The company does tout fast boot-up times, powerful graphics, and over-the-air updates as useful features included with Unreal. But for a clear look at the final product, we'll have to wait for the October 20 reveal. Related Video: