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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.

Volkswagen's latest ad is not subtle | Autoblog Podcast #509

On this week's podcast, Mike Austin and David Gluckman are joined by special guest James Riswick, who has been driving a lot of new cars lately. All of them are discussed, plus a few more from Mike and David, and Mike rants a bit about a new VW Atlas commercial. The episode wraps up with the traditional doling out of Spend My Money buying advice, during which David briefly goes out into left field. (He's back now, don't worry.) The rundown is below. Remember, if you have a car-related question you'd like us to answer or you want buying advice of your very own, send a message or a voice memo to podcast at autoblog dot com. (If you record audio of a question with your phone and get it to us, you could hear your very own voice on the podcast. Neat, right?) And if you have other questions or comments, please send those too. Autoblog Podcast #509 Topics and stories we mention GMC Sierra HD Mazda MX-5 Miata RF Mazda CX-5 Honda CR-V vs. Mazda CX-5 Mini Countryman Honda Clarity Fuel Cell Ford F-150 Raptor Lexus RC 200t VW Atlas "Luv Bug" commercial Used cars! Rundown Intro - 00:00 What we're driving - 02:43 Ad of the week - 41:40 Spend My Money - 49:14 Total Duration: 56:27 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 Feedback Email – Podcast at Autoblog dot com Review the show on iTunes Marketing/Advertising Podcasts Ford GMC Honda Lexus Mazda MINI Volkswagen mazda cx-5 ford f-150 raptor gmc sierra hd volkswagen atlas mazda mx-5 rf lexus rc 200t

General Motors could turn Hamtramck into its electric pickup, SUV hub

Electric off-roaders could revitalize the Detroit-Hamtramck factory that General Motors previously announced it will close. While official details remain shrouded in secrecy, analysts believe the plant will be re-tooled to manufacture at least three electric models due out during the early 2020s. The plant's scheduled closure was one of the grievances the United Auto Workers (UAW) union cited when it embarked on a 40-day strike in September 2019. General Motors agreed to keep it open without shedding much light on what it planned to build there. Analyst at LMC Automotive told the The Detroit News they believe an often-rumored electric SUV that will resurrect Hummer's name, image, or both will be one of the models assigned to the Hamtramck plant. Battery-powered variants of the GMC Sierra and the Cadillac Escalade will be made there, too, as will an enigmatic van. LMC Automotive's Jeff Schuster believes the van will come first; it could enter production as early as 2021. The Hummer — which might also be offered as a pickup — will follow before the end of 2022, while the Sierra and the Escalade will both arrive in 2023. We're taking this report with a grain of salt, though, because only one of the aforementioned models has been announced by General Motors. Rumors of a Hummer resurrection emerged in the summer of 2019, just a few weeks before we heard unverified reports of a battery-powered variant of the next-generation Escalade. General Motors confirmed plans to enter the burgeoning electric pickup truck segment, which Ford, Rivian, and Tesla also have their sights on, but it hasn't detailed how or when. The van is a mystery. General Motors refused to comment on the report. It previously announced it will keep Hamtramck open, and invest $3 billion to build electric vehicles there. The investment will create 2,225 jobs. Inaugurated in February 1985, the Hamtramck factory has churned out a diverse selection of models over the past 34 years, including Cadillac's Eldorado, Seville, and Allante, the Oldsmobile Toronado, the Buick Riviera, and more recently, gasoline-electric Chevrolet Volt. General Motors announced plans to close Hamtramck in 2018, but it quickly backpedaled and extended its lease on life until 2020 by keeping the Chevrolet Impala and the Cadillac CT6 around for a few additional months.