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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 teases rugged 2021 Canyon AT4 pickup

GMC promised every model in its lineup would get the AT4 treatment by 2021. Having introduced AT4 versions of the Sierra, Acadia and Sierra HD already, that leaves the Canyon, Terrain and Yukon waiting their turn for the procedure. During a press even for the Sierra HD in Jackson Hole, Wyoming, GMC teased Canyon AT4 as next in line to receive upgraded off-road chops. The automaker had a camo'ed prototype Canyon AT4 in a trailer hooked up to a Sierra HD. When Sierra occupants pulled up the feed from the trailer-mounted camera on the infotainment screen, said occupants got a view of the masked midsize pickup between two walls reading, "The first ever Canyon AT4" and "Coming early 2020." The main mysteries are how extensive the pickup's AT4 transformation will be, and when it will go on sale. The AT4 kit changes depending on model. The Sierra AT4 upgraded performance and looks, with features like a two-speed transfer case, locking rear differential, a two-inch lift and Rancho monotube shock absorbers, skid plating, black-chrome grille and body-colored grill surround. The 2020 Acadia AT4 is mostly about looks, pairing standard all-wheel drive with black trim and wheels, and all-terrain tires. The Canyon's expected to weigh in on the Sierra end of the overhaul, and slide into the lineup between the SLT and top-tier Denali trims. The mods will put it beyond the current All Terrain trim being phased out across the lineup, but leave space between the Canyon AT4 and its Chevrolet sibling, the Colorado ZR2. GMC VP Duncan Aldred said, "They’re going to have different capability levels. The ZR2 is extreme capability. AT4 isnÂ’t positioned as extremeÂ… not intended to rival the ZR2." And the Colorado gets the even chunkier Bison version on top of that. The Canyon AT4 is predicted to join the lineup for the 2021 model year, so although it's "coming early 2020," it might not go on sale until much later in the year. GM's midsized pickup twins will be endowed with changes so mild that neither brand will classify the work with the term "midcycle enhancement." Figure a refining around the grille and lights and a few minor fillips otherwise. Next-generation models of the Canyon and Colorado aren't due until 2023, and there's apparently debate inside GM about an interior refresh for both trucks before then. The Terrain should mirror changes to the Acadia, and it would be a pleasant surprise to see the all-new Yukon also due in early 2020 get serious off-road teeth.

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.