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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

VW still set on Phaeton redux despite cost-cutting drive and losing $32k per car

While critically well regarded, the Volkswagen Phaeton has proven to be a vehicle largely unloved by luxury buyers around the world. Despite this, it refuses to die. While VW's luxury sedan hasn't been sold in the US since 2006 due to low sales here, it has soldiered on in Europe with occasional updates. As the model's long lifespan has been winding down, VW has decided to keep pushing the Phaeton into a new generation, despite in-house alternatives like the Audi A8 and Bentley Continental Flying Spur. The move might not make much business sense, but Volkswagen executives are determined to make the Phaeton work. According to market analysts speaking to Reuters, developing the next-gen luxury sedan on the MLB platform could cost as much as 650 million euros ($737 million), despite relying on the same underpinnings in the A8. It's not like the Phaeton is leading the luxury sedan sales ranks, either. Reuters notes VW produced just 5,812 of them in 2013 (the most current year with data), and from 2002 to 2012, the automaker reportedly lost 28,000 euros ($32,000) on each example sold. Conversely, Mercedes-Benz sold 103,737 units of its new S-Class in 2014, an astonishing 82.2 percent jump over the previous year. The decision to keep the Phaeton going doesn't seem to square with the VW brand's cost-cutting strategy. Boss Martin Winterkorn announced last year a plan to save 5 billion euros ($5.7 billion) annually in the coming years. That plan reportedly also includes killing off less profitable models. Apparently, VW can't just rip off the band-aid and get rid of the Phaeton. Even some VW bosses seem somewhat perplexed at the sedan's business case. When Reuters asked the company's US boss Michael Horn about selling the Phaeton here, he said. "That's a dangerous question. It's an image bearer with no relevance for volume." The next-gen Phaeton is scheduled to go on sale in Europe in 2017 or 2018, according to Reuters, which is about a year later than previous rumors. A US launch will reportedly follow in 2018 or 2019 with the plug-in hybrid and potentially even diesel versions on offer. A starting price around $70,000 is estimated. Featured Gallery 2011 Volkswagen Phaeton View 15 Photos News Source: ReutersImage Credit: Volkswagen Plants/Manufacturing Volkswagen Luxury Sedan vw phaeton cost cutting

Volkswagen recalls 20k Routans to replace ignition switch

Volkswagen is recalling 20,676 examples of the 2009-2010 Routan minivan to replace their key fobs and ignition switches. This new campaign is linked to one from FCA in March. In these vehicles, it's possible that if the switch is jarred, the key can be jostled out of the Run position. If this happens, then the engine shuts off, and the airbags, power steering and power brakes are all deactivated, which is a safety problem. The campaign to fix this issue began last year when FCA recalled 700,000 minivans, and the Routan was also affected because of its shared platform. However, in March 2015 FCA updated its recall to replace the whole ignition switch with an improved design, rather than the original plan of just a new detent ring. With this latest update, the VWs are getting the same fix. Until the minivans are repaired, VW says that drivers should remove all items from their key ring, including the fob. The recall is expected to begin in April for owners of the 2009 Routan and in August for the 2010 models, according to documents submitted to the National Highway Traffic Safety Administration (available here as a PDF). Some vehicles already have a new detent ring under the earlier recall, but they still need to be fixed again to get the ignition switch. Related Video: RECALL Subject : Ignition Switch may Turn Off Report Receipt Date: APR 01, 2015 NHTSA Campaign Number: 15V194000 Component(s): ELECTRICAL SYSTEM Potential Number of Units Affected: 20,676 All Products Associated with this Recall Vehicle Make Model Model Year(s) VOLKSWAGEN ROUTAN 2009-2010 Details Manufacturer: Volkswagen Group of America, Inc. SUMMARY: Volkswagen Group of America, Inc. (Volkswagen) is recalling certain model year 2009 Routan vehicles manufactured June 25, 2008, to June 10, 2009, and 2010 Routan vehicles manufactured October 1, 2009, to August 11, 2010. This defect can affect the safe operation of the airbag system. Until this recall is performed, customers should remove all items from their key rings, leaving only the ignition key. The key fob (if applicable), should also be removed from the key ring. Road conditions or some other jarring event may cause the ignition switch to move out of the run position, turning off the engine. CONSEQUENCE: If the ignition key inadvertently moves into the OFF or ACCESSORY position, the engine will turn off, which will then depower various key safety systems including, but not limited to, air bags, power steering, and power braking.