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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.

GM delays 3.0-liter Duramax diesel in Silverado and Sierra pickups

Stricter testing protocols around the world are making it harder for automakers to predict launch timelines. GM is the latest to get caught in emissions nettles, the Detroit carmaker forced to delay the launch of its new Duramax 3.0-liter inline-six diesel for the Chevrolet Silverado 1500 and GMC Sierra 1500. That's what company reps told dealers in a memo seen by Automotive News this week. Dealers and buyers had been promised the Flint, Mich.-built oil-burner in early 2019, but AN wrote that the EPA certification hiccup has turned into a "slight delay." A GM spokesman told Motor1, "[We] did not attribute [the delay] to a single entity, as the truth is this is a collaborative effort between GM and several government entities. We will make the 2020MY Duramax available for dealers orders soon, and expect to deliver the first trucks to customers soon after emissions testing is complete." We know the new 3.0-liter Duramax diesel has 277 horsepower and 460 pound-feet of torque, outdoing Ford's 3.0-liter PowerStroke diesel by 27 hp and 20 lb-ft. But without final EPA paperwork, GM can't release the numbers that will show how the two engines stack up when considering fuel economy and tow ratings. The certification process has been sticky for a few other makers of late, especially since the Volkswagen Group situation in 2015. BMW had to delay the launch of four diesel models in 2016 over EPA testing. The new Ram 1500 dribbled out in a trickle last year for reasons thought to deal with EPA testing, coming as it did a year after the EPA investigated Ram's EcoDiesel engines in 2017 and 2018. More recently, WLTP testing in Europe caught out just about every automaker over there. Since we're almost halfway through 2019, the delay until the 2020 model year is only a few months. Still, GM told dealers to cancel any orders for the engine for this model year. Dealers will need to resubmit the orders once opening begins, but GM hasn't said when production will begin other than "soon." The company said that it will offer 2020-model-year replacement vehicles to customers and dealers. If prices hold into the next model year, the 2020 Silverado 1500 and Sierra 1500 with the inline-six diesel will come at a $3,890 premium over the 2.7-liter turbo four-cylinder, and a $2,495 premium over the 5.3-liter V8.

Toyota Land Cruiser, GMC Sierra and the long-term fleet | Autoblog Podcast #558

On this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Consumer Editor Jeremy Korzeniewski. They talk about driving a pair of short-term test cars, the Toyota Land Cruiser and GMC Sierra AT4, as well as two of Autoblog's long-term test cars, the 2018 Kia Stinger GT and 2018 Chrysler Pacifica Hybrid. Following the test fleet talk is a discussion of a new program from Lyft and the Chinese-market Ford Territory. And of course everything is wrapped up with yet another Spend My Money segment in which we Autoblog editors help a reader choose a car to buy.Autoblog Podcast #558 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Short-term cars: Toyota Land Cruiser and GMC Sierra AT4 Long-term cars: Kia Stinger GT and Chrysler Pacifica Hybrid Lyft subscription program Ford Territory Spend My Money Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: Podcasts Chrysler GMC Kia Toyota toyota land cruiser chrysler pacifica chrysler pacifica hybrid kia stinger gt