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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 announces six new recalls, covering 3.5 million vehicles

General Motors has just initiated another crushingly large recall, this time affecting some 3.36 million vehicles built between 2000 and 2014 and sold in the US, Canada and Mexico. Once again, the issue surrounds the cars' ignition switches, which can be kicked out of the run position if they're carrying extra weight or if they experience a "jarring" event. In this particular case, though, GM will modify the keys, rather than the ignition itself.
A four-by-six-millimeter hole will be drilled into the key, which will more safely accommodate the weight of the key ring. As is usually the case, the work will be done free of charge. The recalled vehicles include the 2000 to 2005 Cadillac Deville, 2004 to 2005 Buick Regal LS and GS, 2004 to 2011 Cadillac DTS, 2005 to 2009 Buick Lacrosse, 2006 to 2008 Chevrolet Monte Carlo, 2006 to 2011 Buick Lucerne and 2006 to 2014 Chevrolet Impala. Only the Impala is still in production, and even then, it's only sold to fleet companies.
According to an official statement from GM, there have been eight crashes and six injuries due to this latest issue. As if this isn't a dire enough blow for GM, the company has announced five smaller recalls, covering 165,000 vehicles.

Redesigned 2021 GMC Yukon gets a diesel, AT4 model, Denali-exclusive interior

GMC's most robust family hauler is getting a complete redesign for the 2021 model year, including a new, off-road centric AT4 model, an upscale interior exclusive to its luxurious Denali model, an available air suspension, and, last but not least, a diesel engine.  With Americans obsessing over trucks, it's no surprise that GMC is going hard with its AT4s-for-everybody strategy; the Yukon is no exception. This will be the first model year for the new trim on GMC's largest SUV. This off-road model gets all the goodies you'll need to veer off the beaten path with confidence, including an extra 2.0 inches of ground clearance with the adaptive suspension option (more below), a two-speed transfer case, standard Goodyear all-terrain tires, an off-road mode for GMC's "Traction Select" drive mode system, hill descent control, and some extra underbody skid plates. Since GMC is a premium brand, even the AT4 gets some luxury appointments, such as a heated steering wheel, heated and ventilated front seats, and heated outboard second-row seats. The interior is also adorned in black leather with tan accents and "AT4" embroidery in the seat backs.  Speaking of premium, GMC will introduce an air-ride adaptive suspension with an off-road ground clearance mode as a late-availability option for several Yukon models, and this feature will be included on the Denali trim.  The Yukon and Yukon XL are GMC's variants of Chevrolet's full-sized SUVs, the Tahoe and Suburban. Their fundamental body-on-frame architecture is also shared with GM's half-ton pickup trucks, and thanks to that common engineering, they can also share powertrains. That's normally just a trivial side note when it comes to a new GM SUV announcement, but this time around, it's a bit more meaningful thanks to the introduction of a new light-duty, inline-six diesel in GM's truck lineup last year.  Yep, that means that for 2021, like the Tahoe and Suburban, the Yukon is getting a diesel option. The 3.0-liter Duramax makes the same 277 horsepower and 460 pound-feet of torque as it does in GM's trucks.  GMC's standard engine is still the 5.3-liter V8 that makes 355 hp and 383 lb-ft of torque. The 6.2-liter V8 is also an option like before, producing 420 hp and 460 lb-ft of torque. All engines come with a 10-speed automatic and a choice of rear- and four-wheel drive.