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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.

Lexus LC 500 gets customized at SEMA before it even goes on sale

We still have to wait until next year for Lexus to start delivering the gorgeous new LC 500 to dealer showrooms, but that little fact didn't stop Lexus from letting people modify it for SEMA. The first LC coupe to get the custom treatment is this bright yellow example modified by Gordon Ting and Beyond Marketing. Prospective LC 500 buyers who want to modify their rides won't have to wait long do start adding these parts to their cars. Because Lexus let these companies develop parts this far in advance, the parts should be available around the same time as the car. On the outside, the LC 500 gets a new Artisan Spirit body kit that consists of a front diffuser, fender flares, side skirts, rear diffuser and rear spoiler. The car also has a lower stance thanks to a kit developed by KW Suspension. It features adjustable springs for ride height, plus a hydraulic lift system to keep the custom body work from scraping. The Lexus rolls on HRE P101 wheels that are stopped by Brembo brakes. The other highlight of this custom Lexus is under the hood. The LC 500 comes with a 471-horsepower 5.0-liter V8 that's also found in the RC F and GS F. However, the engine development team at Hard Media, Inc. and D SPORT Magazine had the engine rebuilt with CP pistons and Carrillo connecting rods, and it was given new cylinder sleeves from LA Sleeves to increase bore-size. The end result is a 5.6-liter engine making 525 horsepower. According to Lexus, 525 horsepower is far from the limit of this engine, saying that its capabilities could be, and in fact "have been more than doubled." If anyone at Lexus is reading this, we don't doubt the claim, but we'd also be more than happy to see this capability proven. Perhaps at next year's SEMA show? Related Video: Featured Gallery Customized Lexus LC 500: SEMA 2016 View 9 Photos Image Credit: Live photos copyright 2016 Drew Phillips / Autoblog Aftermarket SEMA Show Lexus Coupe Luxury lexus lc 500 SEMA 2016

Why Lexus shies away from plug-in hybrids

Lexus may have softened its stance a bit from the anti plug-in vehicle ads the Toyota luxury badge ran last year, but at least one executive from the company casts a pretty critical eye towards the concept as a way to cut both emissions and refueling costs. In fact, Lexus doesn't really buy the fact that buyers of plug-in hybrids are really looking to save both gas and the environment, Green Car Reports says, citing an interview at the recent New York Auto Show with Lexus executive Mark Templin. Templin also said hydrogen fuel-cell technology may be a better way to edge towards zero emissions. Templin decried plug-in hybrid technology because it adds weight to vehicles, which contributes to poor emissions figures in the process. He added that plug-in vehicle buyers are motivated more by potential tax credits and solo driving rights in high-occupancy vehicle (HOV) lanes than cutting back on fuel use. Last summer, Lexus ran an supposedly tongue-in-cheek print ad poking fun at how long it takes to charge a plug-in vehicle and how using air conditioning can shorten a car's charging range. Last spring, Lexus had to backpedal from an anti-electric ad it ran that had serious mistakes about hydrogen infrastructure. News Source: Green Car Reports Green Lexus Toyota Hybrid PHEV