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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.

NHTSA opens safety investigations into Toyota, GM and Honda crossovers

The National Highway Traffic Safety Administration is evidently keeping itself very busy these days, as the federal agency has just announced it is launching or renewing investigations into Toyota, Honda and General Motors crossovers.
2006-2008 model year Toyota RAV4 crossovers are under review for allegations of rear tie-rod rust which can result in failure. NHTSA also said it is probing some 35 complaints about 2005 Honda Pilot models with inappropriate activation of the vehicles' stability control system. The alleged malfunction can cause the vehicles to slow down or stop in bad unsafe situations. At the moment, NHTSA is reviewing a petition regarding the Pilot issue, a move that will determine whether it needs to open a full-blown investigation.
In addition, Saturn Outlook and GMC Acadia three-row crossovers built in 2007-2009 are getting looked at for "loss of low beam headlamp" function. One complainant said the wiring in his Outlook overheated and melted. NHTSA says it has received 415 complaints about the problem and a GM spokesman confirmed that the automaker already started a "Customer Satisfaction Program" in December to address the issue.

2015 GMC Yukon Denali

Automotive enthusiasts often wonder aloud - ourselves included - why General Motors would choose to keep GMC while sending Pontiac (and Saturn, and even Oldsmobile before it) into the great automotive graveyard in the sky. The answer, as is so often the case, is profit. It's much easier for GM to rake in money hand over fist by rejiggering the trucks, crossovers and SUVs that it would already be developing for Chevrolet and making them a bit more luxurious and *ahem* "Professional Grade" with new grilles, badges and unique packaging for GMC.
While it may sound like we're being cynical, we totally approve of GM's fullsize SUV strategy. The least-expensive way to get into the fold is with the Chevrolet Tahoe, which starts at $45,595 with a 5.3-liter V8 engine and a cloth interior. Bumping that same Chevy to LTZ trim and its $59,995 sticker price lands a much nicer leather-clad interior and more techno-bells and whistles than you can shake a stick at. But it still looks like a Tahoe, and it still comes with the smaller 5.3-liter engine. Or, you could do what we'd do: Walk into your GMC dealer and take a look at the Yukon Denali. Here's why.
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