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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 recalling 686k Lambda-platform models for hatch repair

General Motors is recalling 686,287 units of its Lambda platform crossovers. On models equipped with a power rear hatch the system can potentially fail. This campaign includes the 2008-2012 Buick Enclave, 2009-2012 Chevrolet Traverse, 2007-2012 GMC Acadia, and 2007-2010 Saturn Outlook. According to GM's documents to the National Highway Traffic Safety Administration (as a PDF), dirt can get into a portion of the strut that holds up the hatch and cause the part to prematurely fail. There's a redundancy in place called the Prop Rod Recovery system that's designed to shut the liftgate if there's a malfunction. However, if the breakdown happens too quickly after the hatch is opened the prop rod might not work the way it's supposed to. If someone were in the way of the falling liftgate, they could be hurt. For the repair, dealers will update the software for the power liftgate actuator motor control unit to prevent the hatch from closing so quickly. They'll also check the operation of the system afterward. Related Video: RECALL Subject : Liftgate Struts may Fail and Liftgate may Fall Report Receipt Date: JUN 30, 2015 NHTSA Campaign Number: 15V415000 Component(s): STRUCTURE Potential Number of Units Affected: 686,287 All Products Associated with this Recall Vehicle Make Model Model Year(s) BUICK ENCLAVE 2008-2012 CHEVROLET TRAVERSE 2009-2012 GMC ACADIA 2007-2012 SATURN OUTLOOK 2007-2010 Details Manufacturer: General Motors LLC SUMMARY: General Motors LLC (GM) is recalling certain model year 2008-2012 Buick Enclave vehicles manufactured January 3, 2007, to February 29, 2012, 2009-2012 Chevrolet Traverse vehicles manufactured July 6, 2008, to February 29, 2012, 2007-2012 GMC Acadia vehicles manufactured September 15, 2006, to February 29, 2012, and 2007-2010 Saturn Outlook vehicles manufactured August 17, 2006, to March 18, 2010. The affected vehicles, equipped with the power liftgate option, have gas struts that hold the power liftgate up when open. These struts may prematurely wear and the open liftgate may suddenly fall. CONSEQUENCE: If the open liftgate unexpectedly falls, it may strike a person, increasing their risk of injury. REMEDY: GM will notify owners, and dealers will update the software for the power liftgate actuator motor control unit so that the motor will prevent the rapid closing of the lift gate, free of charge. The manufacturer has not yet provided a notification schedule.

2018 GMC Sierra 2500HD All Mountain concept: Nothing stops it in its tracks

Winter may not be the best time for sports cars, but snow and ice can still provide a ton of fun in the right vehicle. The Porsche Macan GTS I had back in January was a riot in the snow, and it was wearing nothing more than a good set of winter tires. What you really need to conquer the frozen north is tracks. These replace wheels with the same sort of equipment that helps tanks and snowmobiles roll over damn near everything in their paths. That's what makes the 2018 GMC Sierra 2500HD All Mountain concept so awesome. That and the 910 pound-feet of torque from the 6.6-liter Duramax turbo diesel V8. The All Mountain concept is set to debut this week in Veil, Colorado, home to ski slopes, log cabins and nearly year-round snow pack. The truck is based off a standard GMC Sierra 2500HD. The turbo-diesel V8 makes 445 horsepower in addition to the mountain of torque. Power is sent to all four corners through an Allison 1000 six-speed automatic. The new treads come courtesy of Mattracks. The 150 Series tracks aren't cheap — well into five figures with installation — but they give you a nice 16-inch surface at each corner. Other changes and add-ons include graphics on the bodywork, a RIGID E-Series 30-inch light bar, LEDs on the wheel well and underbody, Thule snowboard racks, a roll-up tonneau cover and a new speaker system from Kicker. The truck will stay on display in Veil all winter, though a similar concept will be making its way to various auto shows, starting with Los Angeles next week. Related Video: This content is hosted by a third party. To view it, please update your privacy preferences. Manage Settings. Featured Gallery GMC Sierra All Mountain Concept: LA 2017 View 9 Photos Related Gallery 2018 GMC Sierra 2500HD All Mountain concept View 10 Photos News Source: GMCImage Credit: Live photos copyright 2017 Drew Phillips / Autoblog.com GMC Truck Off-Road Vehicles