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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.

Chevrolet Malibu could last until 2024 before joining the dodo

Automotive News pieced together all available intel on the Chevrolet and GMC lineups, trying to ascertain how much life each model might have left. Concerning the Chevrolet Malibu, the answer is not too much, and the historic nameplate's final years don't look like the glory kind. After a major overhaul in 2016 boosted sales for the ninth-generation sedan to 227,881 units, the 2018 sales fell to 144,542, and this year's are down almost 15% through the end of June. The Malibu is one of two Chevrolet sedans still breathing - the other being the Impala for now - but only for about five more years. AN says there'll likely be a refresh in 2022, followed by a visit from the Reaper in 2024. After that, it could be "indirectly replaced" by an electric vehicle, one of the 23 EVs that GM is working on for 2023.     The Impala will meet the ax earlier despite a recent stay of execution. Production is still set to close in January 2020. In the entire GM stable, Cadillac might soon be the only marque with sedans. The Buick LaCrosse has a date with death, and Groupe PSA won't supply Opels-as-Regals forever.  The Sonic hatchback should say goodbye at the end of 2020, a year before the seemingly eternal Spark is thought to die. Two years after that, according to one report, the Camaro will go back into cold storage, perhaps forever, and AN says an "expected redesign of the car in 2021 was reportedly canceled." Finally, let's give one final shout-out to the Chevrolet Cruze, a global nameplate, which in the United States alone outsells the Malibu, outsold the Camaro by a factor of three last year, and absolutely trounces the Impala, Sonic, and Spark. Even that couldn't get a stay of execution. In more uplifting news, everything's happening on the crossover and truck side in the next few years. The Chevy Bolt is due for a refresh next year, even though it has "become more important for self-driving ride-hailing fleets that GM Cruise plans to operate than for consumers." In 2021, the Bolt-based crossover should bow, first in China, then here. It's said to look like "a mix of the Bolt and Trax" in spy shots. Still waiting for a green light: a possible subcompact GMC crossover called Granite that might make it to market by 2023. The full-sized SUV triplets Tahoe, Suburban, and Yukon could show their new faces in 2020. The Silverado might get an updated interior in 2020 or 2021, while the Colorado and Canyon mid-sized pickups won't get attention until perhaps 2023.

GMC Terrain headlight recall fix is a sticker

This GMC Terrain recall over a headlight issue has gone from fascinating to absurd. It started when GMC discovered the headlights on the 2010-2017 Terrain were out of compliance with Federal Motor Vehicle Safety Standards (FMVSS). A pinpoint of low-beam light was being reflected off the high-beam reflector. This bounced a tiny sliver of bright light up into the trees and the sky beside the road, not into oncoming traffic. GMC did the right thing, reporting the noncompliance to the National Highway Traffic Safety Administration. Because the sliver of light was coming from the low beams and was four times brighter than the maximum allowable low beam brightness, the NHTSA told GMC to recall 740,581 units of the SUV. GMC asked for an exemption, admitting the bright spot could cause glare while noting the errant beam didn't affect other road users. The automaker hadn't received any complaints, only a comment from one owner saying the lights put a bright spot in the trees on the other side of the road. The NHTSA denied the request. GMC began notifying owners in April that they'd need to come in for a fix once a fix had been developed. That's the fascinating part. The absurd part, which Tire Meets Road uncovered, is that the fix is a "Headlamp Applique Kit." Which is a piece of frosted tape applied to the outside of the headlight that lets low-beam light through and tamps down any potential glare from the caroming beam. Notice that the parallelogram of frosted tape matches the L-shaped frosted area along the inside of the headlight housing. That portion was already a feature of the lamp, as can be seen in our 2016 Terrain Denali Quick Spin. The repair needs a trip to the dealer for a tech to place a positioning template over the headlight and put the applique kit in the proper spot. GM's instruction kit says the whole thing should take 0.2 of an hour, or 12 minutes—about the time it it would take to get checked into and out of the dealership service department. Owners aren't impressed, some calling the fix unnecessary and ridiculous, and the tape should make it clear that GMC feels the same way. Some owners have said they're going to skip the recall. Those drivers will find that just as GMC couldn't escape the legal ramifications, neither can they. Local motor vehicle bureaus keep track of recall compliance.