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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 Canyon AT4 OVRLANDX concept previews potential Bison-like model

GMC is signaling a move into serious off-road territory with this Canyon AT4 OVRLANDX concept. As its name suggest, this one-off was put together as a demonstration of what an overland-style GMC midsizer could potentially look like, but a glance beneath the surface reveals the bones of what we expect to be the forthcoming Canyon AT4X.  While "AT4" has been trickling down through the GMC lineup for the past few model years, AT4X kicks the basic off-road formula up a notch, a la Chevrolet's Colorado ZR2, which gains extra underbody protection, locking front and rear differentials and Multimatic's phenomenal DSSV dampers.  GMC Canyon AT4 OVRLANDX Off-Road Concept View 23 Photos OVRLANDX takes that to the next level, borrowing (and building upon) cues from the even-more-rugged ZR2 Bison, including rocker panel guards, cast-iron control arms, a custom front bumper with an integrated winch, built-in front recovery points, wheel arch trim with integrated LED task lighting, and guy lines for protecting the windshield from low-hanging branches. The custom rear bumper is even from American Expedition Vehicles (AEV), with whom Chevy partnered to produce the Bison's unique exterior bits. Does that seem like a wink and nod to you? “We wanted to showcase GMC Canyon with this concept and punctuate GMCÂ’s commitment to premium, off-road capable vehicles,” said Buick & GMC Global Vice President Duncan Aldred. "Consumer reaction to this conceptÂ’s design will help us further serve the growing market of buyers leading authentic outdoor lifestyles." This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. To that end, they threw a few more goodies at the concept. In a way, the roof-mounted tent, awning, cooler and kitchenette are just there to disguise the fact that GMC will likely build a production pickup with much these same specs when the new model debuts for the 2023 or 2024 model year – or perhaps even sooner. While this concept is built around GM's existing 3.6-liter V6 powertrain, the redesigned Canyon is expected to be offered with just one engine: a 2.7-liter turbocharged four-cylinder lifted from the Silverado and Sierra pickups.  Rumors have pointed to a GMC variant of the Colorado ZR2 since the midsize pickup adopted the AT4 branding for its off-road variant.

GM Issues Four New Recalls For 90,000 Vehicles

One day after releasing an internal report that found a pattern of "incompetence and neglect" within the company, General Motors announced four more recalls that affect 89,126 vehicles. One of the recalls affects 31,520 vehicles that may contain a defect that could prevent airbags from deploying in a car accident. GM said it was aware of at least one crash in which a vehicle occupant sustained an injury because the airbags didn't deploy when they should have. The company said it was aware of other crashes that were similar in nature, but it is not yet known whether they're related to the condition, in which the shorting bar inside the driver's airbag may occasionally contact the airbag terminals. If the car and terminals are touching each other in a crash, the bags will not deploy. Vehicles from the 2012 model year are affected by the problem, and they include the Buick Verano, Chevrolet Camaro, Cruze and Sonic. GM has conducted two previous recalls for this condition involving 7,116 cars. GM is also recalling 57,512 models of the 2014 Chevrolet Silverado 1500, 2014 GMC Sierra 1500 and 2015 Silverado HD, Tahoe and Surburan, as well as the 2015 GMC Sierra HD, Yukon and Yukon XL models because their radio control modules may not work, and thus prevent certain audible safety warnings. Certain models of the 2013-2014 Chevrolet Spark and 2013 Buick Encore are being recalled for a different airbag problem, which could prevent airbags from deploying properly during a crash. And 33 2014 Chevrolet Corvettes are being recalled for yet another airbag problem, in which an internal short circuit could disable the airbags. So far in 2014, General Motors has issued 34 separate recalls that affect approximately 15.9 million vehicles – more than the company has sold in the past five years combined. GM Announces Four Recalls DETROIT – General Motors today announced three safety recalls and one non-compliance recall, all of which were reported to the NHTSA on Thursday, June 5, 2014. In all cases, customers will receive letters from GM letting them know when they can bring their vehicles into a dealership, where all repairs will be performed free of charge and courtesy transportation would be provided as needed.