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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.

2021 Cadillac Escalade, GMC Yukon, Chevy Suburban/Tahoe recalled for stall risk

General Motors is recalling just shy of 15,000 2021 Cadillac Escalade & Escalade ESVs, Chevrolet Suburbans and Tahoes, GMC Yukons and Yukon XLs that were shipped with fuel pumps that were built with a batch of what may be faulty electronic control modules. A pump with a bad module can result in intermittent function, resulting in drivability issues and potential stalls. No serious incidents or injuries have been associated with the issue.  GM says it discovered the issue after analyzing early recall data for the 2021 model SUVs and discovering an unusually high failure rate for fuel pumps manufactured by a single supplier – Vitesco. The company was able to identify the batch and initiate a recall campaign targeting just those vehicles.  "After reviewing the field data, GM determined there were 617 potentially relevant complaints, which were received between April 15, 2020 and August 24, 2021," the company's recall report said. "229 of these complaints reported a stall while standing or moving. No accidents or injuries associated with this condition were found." Any SUVs built with pumps from that batch but not yet sold are being held at dealers for replacement parts. It may take some time for GM to source replacements due to the ongoing electronic parts shortages.  "We are working with the supplier to obtain the required parts as quickly as possible," GM said in its notice to dealers. "When sufficient quantity of parts are available, the recall bulletin will be released and dealers can begin repairing vehicles."

Refreshed GMC Terrain is introduced. Again.

Back in January of last year, we got our first look at the refreshed GMC Terrain that was supposed to go on sale sometime last fall as a 2021 model. But that was January 2020, just a couple of blissful months before the world shut down. So the Terrain ended up delayed, just like the Chevy Equinox, and now GMC is re-introducing us to the refreshed crossover, which is slated as the 2022 GMC Terrain. This time around, we've been shown photos of not just the new AT4 off-road oriented trim, but other more common variants. They all get larger grilles, larger headlights and new C-shaped taillights, and all trims get fulling LED exterior lighting. Both the AT4 and Denail get unique grille designs, with the former getting a gunmetal grey design with thick slats, and the latter getting an all-chrome one with more delicate lattice-work between the slats. The AT4 also boasts a front skid plate for protection, and from our early preview last year, it seems to get chunkier tires. The Elevation trim returns, too, as a black-out appearance package for the more entry-level SLE and SLT trims. The interior is mostly unchanged except for a revised shifter panel -- the buttons are new, but the same controversial design remains (see the video below). There are new features available, though. Apple CarPlay and Android Auto are still standard, but now they're wireless. A head-up display is available as an option for SLT and AT4, while it comes standard on the Denali. The Denali also gets an 8-inch screen in the instrument panel. Only the turbocharged 1.5-liter four-cylinder and nine-speed automatic have been announced for the Terrain. It makes the same 170 horsepower and 203 pound-feet of torque as before and can be paired with either front- or all-wheel drive. We're expecting a higher-horsepower, larger-displacement engine to be offered in the near future. The SLE, SLT and AT4 models will go on sale this summer. The Denali will follow in the fall. Pricing and additional details should be revealed in the coming months. Related Video: