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General Motors shaking up its marketing... again

One of the things that dogs the full comeback of General Motors is the instability of its marketing. That part of the automaker got yet another big shakeup today when GM confirmed what I have been tweeting for a few days - strong rumors that the Chevrolet and Cadillac ad accounts are walking to new ad agencies.
Cadillac, GM's luxury brand, is going into review from Fallon Worldwide, Minneapolis and the indications are that Campbell-Ewald, Chevy's old ad shop, will end up with most or all of it. C-E just announced that it was moving from its long-time home in Warren, MI to a new downtown Detroit office next to Ford Field, just blocks from GM.
The other shoe to drop shortly will be the shift of GM's most important brand, Chevy, from Goodby, Silverstein & Partners of San Francisco to McCann-Erickson of Troy, MI. McCann used to be the agency for Buick and GMC, as well as GM's corporate advertising, and has retained some pieces of business over the last few years. Sources have even told us that it was McCann that did a lot of the creative work on Chevy's new ad platform, Find New Roads. (Not to be confused with a former McCann tagline for Saab, "Find Your Own Road.")

Buick, Lexus top J.D. Power survey, as vehicle service improves overall

Buick and Lexus returned to their customary place atop J.D. Power's scorecard of satisfaction with dealership service departments. In the Customer Service Index Study, out Thursday, Buick scored 860 on a 1,000-point scale for mass-market brands and has topped this ranking in three of the past four years. Lexus topped the list of luxury brands with a score of 874. Fiat and Land Rover were the bottom-dwellers in the two categories. Buick and Lexus also ranked highly in the research company's overall Vehicle Dependability Study rankings out recently. The customer experience at car dealerships has improved steadily, with the overall industry score rising in seven of the past eight years. And one statistic is particularly remarkable: 94 percent of customers say their car was fixed right the first time. The dominant area of difficulty in repairs seems to be infotainment systems. Only 80 percent of respondents said their stereo was fixed right the first time. And in last month's Vehicle Dependability Study, J.D. Power reported that infotainment systems were the most commonly reported vehicle issue, accounting for 22 percent of all problems reported, up 2 percent from the previous year. J.D. Power surveyed 70,000 customers for the Customer Service Index Study. For the Vehicle Dependability Study, it surveyed 35,186 first owners of 2014 model-year vehicles after three years of ownership. Below are charts for both the current study and the complementary overall brand dependability survey. Related video:

GM recalls over 230,000 more Trailblazer-family SUVs over door electronics

Back in August, the National Highway Traffic Safety Administration announced a recall on the General Motors GMT360 SUVs (Buick Rainier, Chevrolet Trailblazer, GMC Envoy, Isuzu Ascender and Saab 9-7X) ranging from the 2005 to 2007 model years and the 2006 GMT370 SUVs (Chevrolet Trailblazer EXT and GMC Envoy XL) due to potential fires associated with the driver's door module. Initially limited to 250,000 units sold or registered in 20 Snow Belt states (and the District of Columbia), the recall has now been expanded to include an additional 193,000 of these SUVs in the US and, according to The Detroit News, 40,000 more sold outside the US, including Canada and Mexico.
Like the original recall, the issue is still a faulty driver's door module that can short out, which could lead to a fire. The Detroit News is reporting that, out of the 443,000 units being recalled, GM says that there were 58 fires that caused 11 minor injuries, and the expanded recall accounted for six fires and one injury. Despite the lower number of fires, the recall notice recommends that owners park their vehicles until the recall repairs has been performed.
On recalled units with functional modules, the repair consists of a protective coating being applied to the module, while vehicles with modules that are not working properly will have the driver's door module replaced. The official recall notice is posted below, and it includes contact information for customers of all five brands.