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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.

Sunday Drive: An automotive flavor for every taste

Last week was flush with interesting new vehicle debuts, led by the new 2019 Hyundai Santa Fe. This crossover is entering straight into the heart of one of the world's most competitive automotive segments, and it's doing so with a fresh sense of style and a brace of new technologies. Our readers are clearly intrigued – the Santa Fe was the biggest news story of the last week on these online pages. It's fitting that a crossover generated a lot more interest than a traditional wagon, though we don't really have to be happy about it. Still, the completely new, fully redesigned Volvo V60 is worth taking another look at. First of all, it's pretty, in a traditionally Scandinavian way. Second, it's quick, with a 0-60 time of as little as 4.8 seconds. And finally, it's practical, with all kinds of room for cargo without the dynamic penalties of an unnecessary lift kit. Moving on from new vehicle debuts, we took another long look at the Honda Ridgeline. It's definitely a non-conformist pickup truck, based not on a body-on-frame platform but on a more carlike unibody design. That means it can't tow as much as some other trucks, but it also means the Ridgeline drives better than any of its more truckish competitors. It's the Swiss army knife of pickup trucks. Rounding out our coverage from last week are three sets of spy photos, each showing the interior of a hotly anticipated new model. One is a truck, one is a crossover, and the last is a sportscar. All of them are worth another look. As always, stay tuned to Autoblog this week for all the most important news in the automotive world. 2019 Hyundai Santa Fe unveiled 2019 Volvo V60 | Sleek, swift new twist on the Swedish wagon 2018 Honda Ridgeline | Pocketknife pickup is up for anything 2019 GMC Sierra interior looks just like the Silverado's 2019 Cadillac XT4 interior has actual buttons, no more touch-sensitive panel 2020 Porsche 911 992 spy shots show interior and manual transmission Cadillac GMC Honda Hyundai Porsche Volvo Truck Crossover Wagon Luxury Performance Sedan hyundai santa fe

GM seatbelt recall affects over 1m Silverados and Sierras

The Basics: General Motors will recall 895,232 examples of the 2014-2015 Chevrolet Silverado and GMC Sierra 1500 pickups in the US. The campaign will also affect the trucks in markets worldwide, and the total number the company will recall is 1,037,982. The Problem: A steel cable connects the seatbelt to the vehicle, but over time repeated bending can cause the part to fatigue and separate. Injuries/Deaths: None reported. The Fix: Dealers will enlarge the side shield opening and install a pusher bracket on the tensioner. Technicians will also replace the entire tensioner assembly if necessary. If You Own One: GM will contact owners about the recall. The company hasn't said when those notifications would begin. More Information: There are still about 3,000 new examples of these older pickups at dealerships. Until mechanics fix the problem, these vehicles are subject to a stop-sale. Similar problems have affected the General's vehicles in the past. In 2015, the company recalled over 400,000 units of the 2011-2012 Chevrolet Malibu for fatiguing cables. It also hit over a million Lambda platform crossovers in 2014. GM Recalling Certain 2014-15 Pickups to Repair Seat Belts DETROIT – GM is voluntarily recalling 895,232 model year 2014-15 Chevrolet Silverado and GMC Sierra 1500 pickups in the United States because the flexible steel cable that connects the seat belt to the vehicle can fatigue and separate over time as a result of the driver repeatedly bending the cable when entering the seat. This issue was discovered through warranty data, and there have been no reports of crashes, injuries or fatalities related to this issue. For trucks in the field, dealers will enlarge the side shield opening, install a pusher bracket on the tensioner, and if necessary, replace the tensioner assembly. The recall in the United States includes a stop-sale of approximately 3,000 new 2014 and 2015 model year pickups still on dealer lots. Dealers will repair the vehicles prior to delivering them to customers. Customers will be notified by General Motors. They also can look up their vehicle identification number (VIN) at either https://vinrcl.safercar.gov/vin/ website or at https://my.gm.com/web/portal/ownercenter to see if their vehicle is part of the recall. GM also will voluntarily recall and repair these models in other countries where they are sold, including Canada, Mexico, and several countries in Latin America and the Middle East.