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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.

2019 GMC Sierra Denali MultiPro tailgate and CarbonPro bed explained

When the 2019 Chevy Silverado debuted at the Detroit Auto Show in January, GM's Mark Reuss promised that the new 2019 GMC Sierra would have some significantly different styling and features than its corporate sibling. Previously, the Sierra has been little more than a Silverado with new front and rear fascias and some extra chrome inside and out. Well, Reuss was right. In addition to new sheetmetal, the Sierra exclusively gets the slick MultiPro tailgate and CarbonPro carbon-fiber bed box The tailgate really is trick. At the debut, GMC had multiple demonstrations, with engineers walking us through all six different configurations. Like all Sierra tailgates, the MultiPro version uses an aluminum skin to reduce weight. It's easy to tell which tailgate is which, as the MultiPro has a distinct cutout in the middle where it can fold down or extend. It can be used to extend the bed, drop to allow easier access, provide a sort of workbench, or be used as a step to help get into the bed. Yes, there's even a handle. Ford who? The step itself can support up to 375 pounds, 75 pounds more than Ford's similar tailgate step. This tailgate really is unique to the Sierra and is standard on SLT and Denali models. That said, the power-operated tailgate from the Silverado won't be coming to the GMC. Chevy gets its own exclusive, too. The Sierra's other big exclusive is the carbon-fiber reinforced plastic bed box. CFRP replaces steel inside the bed though not on the fenders. The bed uses four pieces; one for the bottom, one in the back and two along the sides. This isn't a CFRP. There is no steel hiding underneath these panels. Just take a peek underneath. The bed is a composite that uses 1-inch carbon-fiber threads, not a weave. Sheets of CFRP are molded and quenched — a process where the plastic coagulates and solidifies, locking in the carbon fiber — in just 60 seconds. That allows GMC's supplier to crank out these much more quickly. The finish looks like black fiberglass, though an engineer said that this wasn't the final production version. The final model will have different textures in order to improve grip and keep things from sliding around. GMC is touting the material's dent and corrosion resistance, though it remains to be seen how well it holds up to cracking. A video at the reveal showed people going after it with hammers and cinder blocks, but in-person demonstrations weren't available.

NHTSA ends GM steering investigation without seeking a recall

DETROIT — U.S. safety regulators have closed an investigation into sticky power steering on thousands of older General Motors SUVs and will not seek a recall. The National Highway Traffic Safety Administration says GM in 2014 issued “special coverage” to fix the problem on the Chevrolet Equinox, GMC Terrain and other models. The coverage replaced a steering gear with an improved one. The agency said a recall isn't needed because of the coverage and low complaint and warranty repair rates. The agency opened the probe in June of 2020 into steering problems affecting an estimated 781,000 of the SUVs from the 2010 through 2012 model years. Increased friction could make it feel like the steering wheel is stuck. But GM said the SUVs could still be turned, although with more effort than usual. “In view of the special coverage, low rate of failure and low potential hazard to drivers, this preliminary evaluation is closed,” the agency wrote in documents posted Wednesday on its website. Government/Legal Recalls Chevrolet GMC Safety