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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.

GMC's electric Hummer could someday serve alongside the Humvee in the U.S. Army

Every civilian Hummer model traces its roots to AM General's Humvee, which made its combat debut when the United States invaded Panama in 1989. Fast forward to the 2020s, and the tables have turned. The born-again Hummer that will arrive with an electric powertrain and a GMC emblem could spawn a military-spec truck. "[The upcoming Hummer] is a full-size truck with 400 miles of range and 1,000 pound-feet of torque, it's a very highly capable vehicle. That could provide a great base platform for an electric vehicle to be used in the military context," said David Albritton, the president of General Motors Defense, in an interview with GM Authority. Although he didn't sketch out the Hummer's role in a battalion, its range, torque, and dimensions would theoretically make it well-suited to carrying soldiers, weapons, and/or gear like radio equipment. It wouldn't necessarily look like the production model (shown above in a preview image). General Motors Defense might use its basic platform and its powertrain technology to build a purpose-designed off-roader, like it did with the Colorado Infantry Squad Vehicle (ISV) it will soon begin manufacturing for the Army. The ISV shares 90% of its parts with the regular-production Chevrolet Colorado, but the two vehicles look nothing alike. Securing a contract with the American military is easier said than done, and Army officials haven't publicly expressed an interest in sending the upcoming Hummer into a war zone. We'll learn more about what a battle-ready electric truck could look like after the showroom-bound model makes its debut. In the meantime, Humvee production continues, and AM General introduced a comprehensively updated model named NXT 360 in 2018. Related Video:     Green GMC Hummer Truck Electric Military

GM re-recalls 11k SUVs

General Motors is recalling a bunch of previously recalled SUVs because, well, they still aren't quite fixed. The latest repairs are necessary on 10,974 SUVs in North America, including 9,932 in only the US. Affected models include the 2006-2007 Buick Rainier, Chevrolet Trailblazer, and GMC Envoy; plus the 2006 Trailblazer EXT and Envoy XL. While not listed by NHTSA, a statement by GM to Autoblog says the 2006-2007 Saab 9-7X and Isuzu Ascender are also affected. In these SUVs, it's possible that liquid could get into the driver's door master power window switch module and cause a short circuit. This could potentially lead to a fire, and owners are urged to park the vehicles outside until repaired. GM has been trying to fix this issue for years. It started as an investigation into fires, and that led to a recall for about 250,000 vehicles in cold-weather states. A nationwide campaign came in 2013 for 193,000 of them in the US. Last year, the automaker decided to replace the whole module as a repair. However in a recent investigation of these recalls, GM discovered that this latest group of SUVs never received the new part. According to documents submitted to NHTSA (as a PDF), "Some dealers incorrectly used the labor code associated with module replacement when, instead of replacing the module, they only added a protective coating to the module." To fix things this time, the models finally get the correct component. Related Video: GM Statement General Motors is recalling 9,932 older midsize SUVs in the U.S. because they were mistakenly excluded from an earlier recall. Certain 2006 Chevrolet TrailBlazer EXT and GMC Envoy XL, and 2006-2007 TrailBlazer, Envoy, Buick Rainier, Saab 9-7X and Isuzu Ascender vehicles may continue to have a condition in which the printed circuit board inside the driver's door may corrode and short if exposed to certain fluids such as melted snow containing road salt. GM is aware of four fires but no crashes, injuries or fatalities associated with the expanded recall. The total number of vehicles being recalled, including Canada, Mexico and exports is 10.974. Customers are urged to park these vehicles outside until repairs have been made. GM reported this recall to the NHTSA on September 23.