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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.

GM to build outgoing Silverado and Sierra until late 2019

As it has done with previous generations, General Motors is keeping the outgoing versions of its 1500 pickups in production despite the arrival of the all-new 2019 Chevrolet Silverado and 2019 GMC Sierra. The production of the previous, K2 generation models will begin to be wound down gradually, according to Automotive News, starting with crew cabs "early next year," and double and regular cab models following during "the early second half of next year." The old model trucks will continue to be built into "late 2019" based on market demand, GM's spokesperson Kim Carpenter said. The Chevrolet will go by the name Silverado LD, with the GMC Sierra designation still to be announced. Some of the outgoing models are built by sharing the assembly work between two GM plants. Partially finished Silverado and Sierra double cab bodies are shipped from Fort Wayne, Ind., to Oshawa, Ont., where the trucks are completed, including receiving paint. This eases the workload in Fort Wayne, where production of the new T1 generation trucks started in July 2018. In January, the Silao plant in Mexico will take on the duties of building new generation regular cab and crew cab trucks. Carpenter also said that the "Oshawa shuttle," as the shared production is called, has been very successful. As a result, 60,000 more trucks will be built than what the original production forecast initially called for. GM's latest quarterly profits, disclosed last week to be $1 billion, have been far higher than expected and will result in full-year profits far higher than what had been predicted in light of steel tariffs. GM isn't the only truck maker taking a similar multi-generation approach for 2019. Both the outgoing and redesigned Ram 1500 are in production, with the previous generation being dubbed Ram 1500 Classic. Related Video:

2019 GMC Sierra revealed with CarbonPro bed and new diesel engine

It's only March, and it's already been one hell of a year for trucks. January's Detroit Auto Show saw the reveals of the 2019 Ram 1500, 2019 Ford Ranger and the 2019 Chevy Silverado. The Chicago Auto Show brought new versions of the Toyota Tacoma and Toyota Tundra TRD Pro. Today, we finally got our first look at the Silverado's twin, the 2019 GMC Sierra. The truck features new styling, a new diesel engine and — on the Sierra Denali — a carbon fiber bed. As with every new full-size truck, the Sierra is larger than the outgoing model in almost every dimension, though exact dimensions haven't been revealed. For reference, though, the Chevy Silverado's bed is 7-inches wider than before. The new Sierra grille is more upright than before and features new C-shaped lighting. The Denali gets LED headlights, tail lights and fog lights. Both SLT and Denali trims get unique 22-inch wheels. As we saw in spy photos, the Sierra's interior is mostly just a copy of the Silverado's with some chrome accents sprinkled throughout. If you like the current truck interiors, you'll be pleased with the new model. Those hoping for a wholesale change will be left wanting. The big improvements inside include a full-color heads-up display, trailer hitch assist apps and cameras, and the rear-camera mirror found in models like the Chevy Traverse and Cadillac CT6. Safety and convenience features include a surround-view camera, blind-spot monitoring, pedestrian detection and low-speed automatic braking. Like the Silverado, there's been a significant effort to cut weight in the new Sierra. The 2019 model loses as much as 360 pounds compared to the current truck. It uses aluminum for the doors, hood and tailgate. Steel is still used for the fenders, roof and standard cargo box. The Denali, however, gets the real surprise here. Available only on the top-tier trim, the bed box will be constructed of carbon fiber rather than steel, saving 62 pounds. Carbon fiber only replaces the steel inner panels and floor. GMC says the carbon fiber will also help scratch and corrosion resistance. SLT and Denali models also get a new MultiPro tailgate. This is unique to the Sierra and separate from the Silverado's power assist unit. A new feature that helps one get into and out of the bed using an assist handle. The tailgate step has a maximum weight capacity of 375 pounds. There multiple positions that allow customers to extend the bed, or drop the center vertically to gain easier access to the back.