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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.

Toyota recalling 20k 2014 and 2015 cars and CUVs with 3.5L engines

Toyota has announced a recall of roughly 20,000 vehicles covering the 2014 Avalon, Camry, Highlander (pictured) and Sienna, as well as the 2015 Lexus RX luxury crossover. The affected vehicles are all powered the 2GR-FE engine, which in layman's terms, is Toyota's well-regarded 3.5-liter V6.
According to Toyota's statement, a parts supplier might not have welded "the end cap on the right-hand fuel delivery pipe in the engine compartment" correctly, meaning fuel could leak. Leaking fuel, of course, increases the chance of an engine fire. That said, no fires, crashes or injuries have been reported due to the issue.
Owners will be notified to report to dealers, where techs will check the fuel delivery pipe and fit a replacement part as necessary.

Bosch builds an infotainment system that just might not suck

As far as we've come with in-car infotainment and interfaces over the past decade or so, we still have a long way to go — as most current systems show. Whether it's high-end brands like Mercedes-Benz with its kludgy COMAND system, which we hope will be replaced with the MBUX platform revealed at CES, or more mainstream vehicles like Hondas (with their frustrating, knobless Display Audio interface), getting the kind of content and ease of use in the car that we're used to having on other connected devices is far too complex and sometimes costly. While Apple and Google have tried to ride to the rescue with CarPlay and Android Auto, respectively, they're limited solutions. No automaker or tech supplier has been able to deliver an easy, economical, flexible and non-distracting infotainment solution. But Bosch could be closing in on this elusive goal, given the digital cockpit concept demo I recently received at CES. Displayed in a Cadillac Escalade, the concept featured five interconnected color screens: one in the instrument cluster, two in the center console, and two more in the front-seat headrest for second-row passengers. The digital cockpit concept demo had cool features such as haptic-feedback touch-screen controls that created an edge-like feeling similar to a physical button, facial recognition to confirm driver credentials, and the intelligence to know the location of a phone in the car to lock it out to keep the driver from texting. The most significant aspect of the Bosch digital cockpit concept wasn't visible — but shows the company's vision for a future of seamless, convenient, cost-effective and safe in-car infotainment. It's powered by a single electronic control unit (ECU) that can simultaneously run multiple operating systems and also separates vehicle and infotainment controls for critical safety and cybersecurity reasons. Most modern cars can have as many as 100 separate ECUs, Philip Ventimiglia, product manager for Bosch Car Multimedia North America, explained at CES, and several just for infotainment functions. "The goal is to reduce that to about 10 so that we can save cost throughout the vehicle and enable new technologies," he added. "OEMs want to put more technology into cars, but it costs money," Ventimiglia said.