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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.

Torque time | 2017 GMC Sierra HD First Drive

It's not the truck that counts, it's how you use it. It's the heavy stuff you fit in its bed or the extremely heavy stuff that gets hooked up to the tow hitch. The ATV, the Jet Skis, the trailer with more square footage than a Greenwich Village apartment. Perhaps you need to get Seabiscuit or, uh, Mr. Ed to wherever they need to gallop next. In our case, there's a pair of very serious-looking snowmobiles perched atop the bed of a GMC Sierra. They spread out as wide as the extended tow mirrors, and their back halves are dangling precariously beyond the truck. Sterling Archer would be giddy; I'm a little nervous. But only because canyon roads and wide vehicles with a high center of gravity go together like peas and custard. The added weight is no sweat at all. That's because this is the 2017 GMC Sierra HD Denali, a truck with the sort of enhanced power, torque, suspension, and stopping capability expected of a heavy-duty pickup. And for this year, the power and torque get a serious bump courtesy of a new 6.6-liter Duramax turbodiesel engine reengineered from almost the ground up with 90 percent new parts. It's quieter and more efficient and it emits less, while most importantly producing 445 horsepower and 910 pound-feet of torque. That's up from 397 and 765, respectively. Chevy fans will note that the same engine is also available in the updated 2017 Silverado HD. Now, for those keeping score at home, that horsepower is best-in-class but the torque number still falls short of the new Ford Super Duty and its Power Stroke diesel V8's 925 lb-ft. Aw shucks. For the record, GM's engineers didn't seem too concerned that they weren't able to eke out an extra 16 torques just to say they're No. 1. "We wanted to first meet emissions and then deliver the maximum horsepower and torque we could, and deliver it over the widest usability range possible," said chief engineer Eric Stanczak. And let's be honest here, 910 pound-feet is herculean, and once again, a jump of 145 lb-ft. Or one Subaru Impreza's worth. Or 110 more than the best Ram can do on a 2500, and its Cummins turbodiesel's 800 pound-feet was eye-popping not too long ago. (The Ram 3500 maxes out at 900 lb-ft with the right transmission.) Ah, but here's the rub. That Cummins-equipped Ram 2500 can still tow more weight according to SAE-compliant measurements – 17,510 pounds for a Ram crew cab with a short bed versus 13,000 in the similar Sierra 2500. The Ford F-250 can manage 15,000.

2014 Chevrolet Silverado and GMC Sierra show all their sides in Detroit

There could hardly be more riding on the next-generation General Motors full-size pickup trucks, so the automaker has wisely made sure to have a selection of different models on hand at the Detroit Auto Show to show off. The 2014 Chevrolet Silverado and 2014 GMC Sierra were both officially introduced last month at a stand-alone reveal, and now they'll be on display for the public to see in various body configurations and trim levels.
The Silverado LTZ Crew Cab and Sierra SLE Extended Cab are aimed at providing more of a high-end pickup experience, while the Silverado LT Z71 Extended Cab and Sierra SLT Z71 Crew Cab should have off-road fans scouting out their favorite trails. The crew cab trucks won't go into production until sometime during the second quarter of this year - with other bodystyles coming later in the year - but we have plenty of live images from Detroit for you to enjoy.