21,100miles, Heated Leather, Sunroof, Rear Dvd, Remote Start, 19" Alloys 12888 on 2040-cars

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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.

2013 GMC Acadia Denali

Refreshed, Not Refreshing
I'm probably ill-suited to accurately and fairly take the full measure of a vehicle like the 2013 GMC Acadia Denali. This is a machine conjured around the express notion of corralling and then herding a brood of rafter-swinging hatchlings to and fro in relative comfort, and with no such passel of wee Bowmans to call my own, it's difficult to give this rig a fair shake. While I can certainly weigh cargo capacity, legroom and fuel economy stats with the best of them, I'd be lying to your face if I said the word "crossover" didn't urge some uncontrollable Pavlovian recoil from the murky recesses of my frame. To put it simply, I just can't stand the damn things.
As a rule, the segment is built on a bed of compromise. Manufacturers love nothing more than to spin up a tired yarn about the virtues of this particular neck of the market. We're told the crossbreeds deliver all the ride quality, driving dynamics and fuel economy of a car married with the seating position, capability and interior volume of the SUV set. That all sounds as swell as a sunset, but as the 2013 Acadia Denali so artfully illustrates, the advertising on the box is rarely congruous with the prize inside. Even with an imaginary squad of younglings at my heels, the refreshed luxury crossover doesn't quite manage to scratch the promised itches.

Nissan Z Proto, next-gen Hyundai Tucson and a hi-po mystery Bronco | Autoblog Podcast #645

In this week's Autoblog Podcast, Editor-in-Chief Greg Migliore is joined by Senior Editor, Green, John Beltz Snyder and News Editor Joel Stocksdale. In the news this week, Ford has teased some sort of high-performance Bronco, Nissan unveiled the Z Proto, Hyundai revealed the next-gen Tucson and GMC teased the Hummer EV's "Crab Mode." Our editors break that all down for you, and share some insights and opinions before they turn to the cars in their own driveways. This week, they've been spending time with the 2020 Mercedes-AMG G 63, as well as the 2020 BMW Alpina B7. Autoblog Podcast #645 Get The Podcast iTunes – Subscribe to the Autoblog Podcast in iTunes RSS – Add the Autoblog Podcast feed to your RSS aggregator MP3 – Download the MP3 directly Rundown Ford's beefed-up Bronco prototype stars in new teaser photo Nissan Z Proto previews the retro, rear-drive, turbo, manual future of the Z All the Nissan Z cars that got us to the Z Proto 2022 Hyundai Tucson debuts with striking styling inside and out GMC Hummer teases crab mode, reveal set for Oct. 20 Cars we're driving: 2020 Mercedes-AMG G 63 2020 BMW Alpina B7 Feedback Email – Podcast@Autoblog.com Review the show on iTunes Related Video: