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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 Hummer EV heads north for winter

GMC announced early Tuesday that its new Hummer EV pickup is ready to head north for winter testing. What might seem like a trip in the wrong direction to us warm-blooded enthusiasts is a critical next step in the development of GM's new electric truck.  We also got a couple of teaser pics of the Hummer EV at GM's Milford Proving Grounds, along with two shots of development prototypes being assembled, of which GM says it has "a series." There's not much new to see here, but GM says there's more to come. "The GMC HUMMER EV has arrived at GM’s Milford Proving Grounds to continue validation tests and will head to northern Michigan to run through the teamÂ’s grueling winter testing process," GM said in its announcement. "We will document the journey and share updates in the coming weeks and months." The GMC HUMMER EV arrived at GM?s Milford Proving Grounds to c View 3 Photos The GMC Hummer EV Edition 1 will feature three electric motors, enabling torque vectoring. GMC says these motors produce 1,000 horsepower, though we don't yet have a final torque figure. Power comes from a 24-module Ultium battery pack which can provide an estimated 350 miles (or more) of range. GMC says this new architecture supports 800-volt fast charging up to 350 kW, which is comparable to the system Porsche introduced with its Taycan electric sedan, and GMC says it can replenish 100 miles of range in just 10 minutes. Planned variants include a two-motor setup, and an alternative three-motor version without torque vectoring. The Hummer EV rides on fully independent suspension with adaptive air shocks. They can provide continuous damping adjustments for comfort, and have a height adjustment range of 6 inches. When set in its max-height off-road mode, it has two additional inches of ground clearance, and the "Extract Mode" will lift it six inches higher than default. The Edition 1 model also comes with standard 35-inch mud terrain tires, and combined with the suspension, the Hummer EV has a fording depth of two feet and the capability to climb over an 18-inch vertical obstacle. Edition 1 Production begins late next year, with a starting price of $112,595. In fall 2022, we'll see the regular top trim starting at $99,995; In spring 2023, weÂ’ll get a mid-level trim that has three motors, air suspension and four-wheel steering -- but no torque vectoring -- starting at $89,995. 

GM announces net 220 job increase as Trump visits Michigan

GM announced today that about 900 jobs would be added (or, importantly, retained) ahead of President Trump's arrival in Michigan, where he is expected to discuss his plan to roll back fuel economy standards. The timing of the announcement is almost certainly not coincidental, as appending it to a Trump visit gives it a higher profile and dovetails with the President's jobs agenda. It's less likely the decision itself was made for those reasons, but the free PR boost is a nice bonus. As for those 900 jobs themselves, they aren't all new jobs. The only net gain is approximately 220 jobs at the Romulus Powertrain Plant, which produces the 10-speed automatic transmission that's proliferating through the company's lineup. The 180 jobs at Flint Assembly and 500 jobs at Lansing Delta Township are retained jobs – that is to say, spots the company found for workers who would otherwise have been laid off. By the way, the Flint jobs will help with production of heavy-duty pickups, and the Lansing jobs are to produce the Chevrolet Traverse and Buick Enclave. Finding jobs for manufacturing workers in the auto sector, whether new or retained, is admirable. No matter how GM couches it, the company has created or retained a total of 7,000 jobs this year, and its total reinvestment in US production is around $1 billion. But these decisions are business ones, not political ones – timing the announcements to make them seem inspired by economic policy, or the political situation, is simply smart PR. Related Video: Image Credit: Bill Pugliano/Getty Images Celebrities Government/Legal Buick Cadillac Chevrolet GMC