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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.

GMC talking to dealers about possible Jeep Wrangler competitors

With respect to the team at GMC, it's pretty much fair to say the manufacturer prospers on a lineup of nothing more than gussied up Chevrolets. The brand's successes aside, GMC can be boiled down thusly – the Sierra is a Silverado, the Terrain an Equinox, the Canyon a Colorado and the Acadia is a Traverse, albeit with sometimes dressier duds. Strictly speaking, it's not that simple – Acadia and Terrain have siblings beyond the Bowtie – but the brand is remarkable for its lack of distinctive models. That could change, though, as The Wall Street Journal is claiming General Motors has broached the idea of a building a GMC-badged competitor to the Jeep Wrangler during a meeting with dealers. WSJ claims the new off-roader would "borrow cues and capability" from the defunct Hummer brand. That, of course, could mean many, many different things. While the original Hummer, the H1, was an exceptionally capable vehicle off-road, the H2 and H3 weren't nearly as single minded. It's unclear if a Hummer-inspired, off-road-ready GMC would lean more towards the former than the latter. According to WSJ's report, the GMC Jeep appears to be in the very, very early planning stages, with one unnamed source saying the idea was "being kicked around real hard." GM is still courting dealers for feedback, while it refused the Journal's request for comment. What are your thoughts? Is a Wrangler competitor long overdue for GM? Do you think GMC is the best brand to introduce such a model? Have your say in Comments. Related Video: Featured Gallery 2013 Jeep Wrangler Unlimited Rubicon 4X4 View 12 Photos News Source: The Wall Street JournalImage Credit: Copyright 2015 AOL GM GMC SUV Off-Road Vehicles

GM recalls 3.6 million vehicles for airbag-software problems

The Basics: General Motors is recalling 3.64 million vehicles across its lineup for an airbag-related issue. The recall covers the 2014-2015 Buick LaCrosse, Chevrolet SS, and Spark EV; 2014-2017 Chevrolet Corvette, Trax, Caprice PPV, Silverado 1500, Buick Encore, and GMC Sierra 1500; and 2015-2017 Chevrolet Tahoe, Suburban, Silverado HD, GMC Yukon, Yukon XL, Sierra HD, Cadillac Escalade, and Escalade ESV. The Problem: Affected vehicles have a sensing and diagnostic module that controls the airbags and seat-belt pretensioners. The software it uses has a defect that can prompt the module to run a diagnostic test under specific driving conditions, which will also deactivate the front airbags and pretensioners. This means that it would be possible for those safety systems to not activate in a crash, potentially leading to injury or death. Injuries/Deaths: General Motors began an investigation that led to the recall after a 2014 Silverado was involved in a crash in which the airbags did not deploy. No information was given as to injuries or deaths. The Fix: Owners can bring their vehicles to a local General Motors dealer where a software update will be installed to fix the issue. The fix will be free of charge. If you own one: General Motors will contact owners of affected cars, and owners can check whether their vehicles are affected by visiting entering their vehicle identification numbers at either the GM Owner Center website or the NHTSA website. Owners can then schedule a time to have the update installed. Related Video: