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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 adding particulate filters to gas engines

Volkswagen is working hard to overcome the PR disaster that is its diesel emissions scandal, and part of its efforts is focusing, weirdly, on petrol engines. Starting in June 2017, the embattled German automaker will add particulate filters to the gas-powered Volkswagen Tiguan and Audi A5. The change will eventually impact nearly every direct-injected gas engine the VW Group makes. Audi? Particulate filter. Seat? Particulate filter. Even Bentley is going to get the tech, all in a bid to reduce soot emissions by 90 percent. In fact, by 2022 VAG expects 7 million of its vehicles to boast the emissions-cleaning tech, which has long been a fixture on diesel engines. "Following increases in efficiency and lower CO2 output, we are now bringing about a sustained reduction in the emission levels of our modern petrol engines by fitting particulate filters as standard," Volkswagen Group research and design boss Dr. Ulrich Eichhorn said in a statement. "In the future, all models will be equipped with the latest and most efficient SCR catalytic converter technology." VW's initial rollout focuses on the 1.4-liter, turbocharged Tiguan and the 2.0-liter, turbocharged A5. Considering the popularity of the 2.0-liter across the VW range, we'd expect it's only a matter of time before VW expands its particulate filters tech to additional gas-powered vehicles. Related Video:

VW sets aside $7.3B war chest for diesel scandal fallout

The crisis enveloping Volkswagen AG, the world's top-selling carmaker, escalated Tuesday as the company issued a profit warning following a stunning admission that some 11 million of its diesel vehicles worldwide were fitted with software at the center of a US emissions scandal. The German company said it was setting aside around 6.5 billion euros ($7.3 billion) to cover the fallout from the scandal that has tarnished VW's reputation, raised questions over the future of CEO Martin Winterkorn and battered its share price. The reputational damage to Volkswagen is implicit in the market's response. Volkswagen's share price slid a further 16.2 percent Tuesday to a near four-year low of 112 euros. The fall comes on top of Monday's 17 percent decline. The shockwaves from the scandal enveloping Volkswagen were being felt far and wide across the sector as traders wondered who else may get embroiled. Germany's Daimler AG, the maker of Mercedes-Benz cars, was down 6.5 percent, while BMW AG fell 5.4 percent. France's Renault SA was seven percent lower. The scandal is hugely damaging to a business that relies heavily on a hard-won reputation for quality and trustworthiness. "Brands are all about trust and it takes years and years to develop. But in the space of 24 hours, Volkswagen has gone from one people could trust to one people don't know what to think of," said Nigel Currie, an independent UK-based sponsorship and branding consultant. The trigger to the company's market woes was last Friday's revelation from the US's Environmental Protection Agency that VW rigged nearly half a million cars to defeat US smog tests. The company then admitted that it intentionally installed software programmed to switch engines to a cleaner mode during official emissions testing. The software then switches off again, enabling cars to drive more powerfully on the road while emitting as much as 40 times the legal pollution limit. "We have totally screwed up." - Michael Horn "In my German words: we have totally screwed up," the head of Volkswagen's US division, Michael Horn, told an audience in New York on Monday. In its statement Tuesday, Volkswagen gave more details, admitting that there were "discrepancies" related to vehicles with Type EA 189 engines and involving some 11 million vehicles worldwide. The number of vehicles involved is more than the 10 million or so cars it sold in 2014.