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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.

Huge, pricey trucks haul jobs and profits for the Detroit Three

DECATUR, Texas — Mickey McMaster is on his 12th pickup truck. The 61-year old farm equipment dealer in Decatur, Texas, two weeks ago treated himself to a 2019 GMC Denali for around $69,000 — a reward for long hours at work. "For me this is the Cadillac of trucks, it's a real luxury vehicle," McMaster said. "I've worked my way up to afford a truck like this and it shows that I've earned it." McMaster is the kind of customer General Motors Co is banking on as it plans to add 1,000 jobs at a plant in Flint, Michigan that will build a new generation of its largest pickups. Demand from Texas and other heartland states for big pick-ups is providing a lifeline to many workers the No. 1 U.S. automaker is laying off at plants elsewhere. The Detroit Three automakers and thousands of their U.S. workers are counting on customers like McMaster to keep buying bigger and more luxurious pickup trucks even if overall U.S. vehicle demand weakens this year, as most analysts predict. At Flint, GM will build a new generation of its heavy-duty Chevrolet Silverado and GMC Sierras, including luxury models that are some of the most profitable vehicles on the planet. GM, Ford Motor Co and Fiat Chrysler Automobiles NV's Ram division own the segment and are each doubling down with new or redesigned models launching this year. Sales of heavy-duty pickups in the United States have grown to more than 600,000 vehicles a year, up more than 20 percent since 2013, according to industry data. Prices for luxury models can easily top $70,000. GM on Tuesday celebrated the launch of a new generation of heavy-duty GMC and Chevrolet pickups at the assembly plant in Flint, Michigan, that is now building all such trucks for the company. At the same time that GM is laying off thousands of U.S. workers and planning to shutter five North American factories, Flint is hiring. The plant runs on three daily shifts, six days a week. As the new model's assembly system ramps up, the plant's capacity will increase by more than 25 percent, plant manager Mike Perez told Reuters. The Flint plant plans to add 1,000 workers, more than half of the 1,500 factory workers who have asked to transfer from plants GM has targeted for shutdown as part of CEO Mary Barra's restructuring plan. "We're bringing in 50 to 100 people every week," said Perez. Workers last week were still finishing the job of retooling the Flint factory to build the new heavy-duty trucks as part of a $1.5 billion investment project.

GM drops diesel engines for 2020 Chevy Equinox and GMC Terrain crossovers

GM is officially discontinuing the diesel engine in the Chevy Equinox and GMC Terrain for the 2020 model year. The 1.6-liter turbodiesel was always an oddball of an engine in the compact crossover segment, and now the experiment has come to an end. The Car Connection initially reported the news, and a GMC spokesperson, Stuart Fowle, confirmed it to us this morning.  “A huge majority of our Terrain customers have opted for one of our two gas engines," says Fowle. We canÂ’t say this eventuality comes as a massive surprise, as we saw news from couple of months ago that GM was dropping all-wheel drive from the diesel-powered cars for 2020. Low demand was cited as the reason for that cull, and itÂ’s the same for the little GM crossovers this time around, too. These vehicles were the only ones powered with a diesel engine in their class, but thatÂ’s going to be changing. Just as GM is going away from the diesel, Mazda is finally bringing its diesel to market in the CX-5. YouÂ’ll only be able to get that engine in the most expensive ($42,045) trim level, combined with all-wheel drive, though. The cheapest Equinox diesel starts at a comparably low $30,795. ThatÂ’s a $2,400 upcharge over the base 1.5-liter turbo four-cylinder, and the value is questionable. Mileage is better, but diesel fuel is more expensive. Towing capability didnÂ’t increase over the base engineÂ’s 1,500-pound capacity, but the extra torque around town was nice. As diesels go in the U.S., this one was rather rough and noisy, possibly contributing to some turning their noses up after a test drive. Perhaps another reason for its demise was that the much quicker 2.0-liter turbo Equinox was only $100 more than the diesel. This engine offered significantly better towing at 3,500 pounds, too. You can read all about what we thought of the diesel in our first drive review here, but the 2019 model year is the last one if you had it on your shortlist. This article has been updated to indicate the source.