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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.

Weekly Recap: Hyundai scores NFL sponsorship after GM exits

Hyundai replaced General Motors as the official automotive sponsor of the NFL with a four-season deal that was announced this week. Hyundai gets exclusive sponsorship rights for mainstream and luxury cars, though not for pickups – as it doesn't have one in its current portfolio. "There may be another automotive truck sponsor, but not one that competes with our vehicle lineup," a Hyundai spokesman said in an email. That leaves the door open for another truckmaker to enter the fray. GM used the NFL to promote its GMC division, which makes pickups and sport-utility vehicles. The Detroit automaker decided to quit the sponsorship, which it had held since 2001, a GM spokesman said. Financials were not released, but ESPN said the sponsorship will cost Hyundai $50 million a year, double what GM paid. It gives Hyundai access to NFL trademarks for use in its marketing and advertising, and Hyundai will provide promotional vehicles to the league for the Super Bowl and other events. Hyundai celebrated the agreement by lighting up its Fountain Valley, CA, headquarters this week with a football field and the NFL logo. Hyundai's sister company, Kia, is the official automotive sponsor of the NBA. "We are huge football fans at Hyundai and feel there is no better venue to reach consumers, increase consideration, and tell the Hyundai brand story," Hyundai Motor America CEO Dave Zuchowski said in a statement. Hyundai will officially kick off its sponsorship when the NFL season begins on Sept. 10 with a primetime game featuring the Pittsburgh Steelers and the Super Bowl champion New England Patriots. OTHER NEWS & NOTES Toyota Mirai rated at 67 mpge, 312-mile range The Environmental Protection Agency gave the Toyota Mirai hydrogen fuel cell electric car a 67-miles-per-gallon-equivalent rating. The figure is for city, highway, and combined driving. The EPA also said the Mirai will have a 312-mile range. The sedan will arrive in dealerships in California this fall and will cost $57,500, though incentives can drop the price significantly. The Mirai will also be offered as a $499-per-month lease. Both come with three years or $15,000 worth of free fuel. Toyota plans to expand sales to the Northeast United States later. Toyota's top female exec resigns in wake of arrest Meanwhile, in other Toyota news, the automaker's communications chief and top female executive, Julie Hamp, resigned.

GM recalls Colorado, Canyon, and Malibu for airbag problem

The Basics: General Motors will recall and issue a stop sale on 1,740 total examples of the 2016 Chevrolet Colorado, Malibu, and GMC Canyon. This includes 1,579 units in the US and 161 in Canada. The Problem: The second stage of the driver front airbag inflator might not be present. If this happens, the airbag won't fill as quickly as it should in a high-speed crash, which could increase the risk of injury, according to Reuters. This is not related in any way to Takata's inflator problems, and these parts come from a different supplier. Injuries/Deaths: None reported. The Fix: GM will replace the vehicles' airbag assemblies. If You Own One: GM spokesperson Tom Wilkinson told Autoblog he wasn't specifically sure when recall repairs would begin but said it would be "shortly." He expects the fixes to happen "quickly" because of the small number of affected vehicles, and many of them are either in transport or already in dealer stock. More Information: GM recalled the 2015 Canyon and Colorado in 2014 for a completely separate airbag issue. In that case, a manufacturing error improperly wired the connectors. Related Video: GM Statement GM is recalling 1,579 MY 2016 Chevrolet Colorado, GMC Canyon and Chevrolet Malibu vehicles in the United States and 161 in Canada to replace driver-side front airbags. The second stage of the airbag may not deploy properly in certain high-speed crashes. During a routine quality inspection, it was determined that a component required for a second-stage/high-output deployment was not loaded during the inflator build. Dealers will replace the driver-side front airbag assembly. There have been no reports of crashes or injuries related to this issue. This issue is unrelated to the ongoing Takata recalls.