Fixed Operations

Call center keeps the service bays packed

2:00 pm U.S. ET | Jan. 23, 2015
Dealer Jeff Proctor endured a year of anger from service advisers after he gave their job of scheduling service work to a newly created call center. Suffering their wrath proved worthwhile, Proctor says, because now his service bays are largely booked and his service revenue keeps rising.... Read More »

 

Perks program lifts struggling store's satisfaction scores, sales

2:00 pm U.S. ET | Jan. 23, 2015
Land Rover San Diego is rewarding big spenders with a perks program that offers Padres baseball tickets, dry cleaning runs, preferential service times and other goodies.... Read More »

 

Honda signals shift from Takata, hires rival to supply Accord airbags, report says

12:19 pm U.S. ET | Jan. 23, 2015
Honda has chosen a competitor of embattled Takata to supply airbags for the next North American version of its Accord sedan, the automaker's best-selling vehicle, two people with knowledge of the decision told Reuters... Read More »

 

Independent repair shops edge out dealership mechanics in customer satisfaction survey

3:27 pm U.S. ET | Jan. 22, 2015
When it comes to vehicle repairs, independent shops may be pleasing customers more than mechanics at dealerships' service bays, a Consumer Reports' survey said today.... Read More »

 

BEST PRACTICES

Service bays turn to text messaging

12:00 pm U.S. ET | Jan. 22, 2015
In an increasingly digital, on-the-go world, Dale Snow's challenge was to devise the most effective way to update millennials on car repairs.... Read More »

 

A bad service review? No need to panic

12:00 pm U.S. ET | Jan. 22, 2015
A cottage industry of vendors has sprung up to help dealers manage the often bewildering world of online reviews. The vendors are adept at intercepting some bad reviews before they are posted.... Read More »

 

BEST PRACTICES

Maine store's free tires bring customers back

12:00 pm U.S. ET | Jan. 22, 2015
Stanley Subaru gives its new-vehicle buyers a benefit it calls "Tires for Life."... Read More »

 

A Ford Quick Lane sized for Texas

12:00 pm U.S. ET | Jan. 22, 2015
On a clear day, you can see Pep Boys, Jiffy Lube and Firestone service shops from Planet Ford-Lincoln in Spring, Texas. Still, the dealership is building the largest Ford Motor Co. Quick Lane operation, with 28 lanes. While oil change intervals may be getting longer, dealership managers firmly believe fast oil changes can be the key to retaining service customers.... Read More »

 

GM issues stop-sale on crossovers for problem with Goodyear tires

10:22 am U.S. ET | Jan. 22, 2015
General Motors has told dealers to stop delivery of about 6,300 2015 Chevrolet Traverse, GMC Acadia and Buick Enclave crossovers because of a pending recall to replace tires that are prone to cracking.... Read More »

 

Japan's Daicel to lift inflator output after Takata recalls

8:48 pm U.S. ET | Jan. 19, 2015
Japan's Daicel said it would boost production of airbag inflators to meet demand for the component at the heart of rival Takata's quality problems, which have led to the recall of more than 24 million vehicles worldwide since 2008.... Read More »

 

EDITORIAL

Body shop shakeup

12:01 am U.S. ET | Jan. 19, 2015
It's getting more complicated for auto dealers to operate body shops. Repairs are increasingly complex as new designs add ultra high-strength steels and other new alloys and a broader range of material.... Read More »

 

THE GM RECALL

GM accused of misleading investors over recalls

6:55 am U.S. ET | Jan. 16, 2015
General Motors managers misled investors and regulators for years about issues connected to vehicle ignition switch defects, shareholders said in a lawsuit accusing the company of inflating the stock's value.... Read More »

 

THE TAKATA RECALL CRISIS

Takata recalls prompt Japan to consider supplier regulations

6:34 am U.S. ET | Jan. 16, 2015
Japanese Transport Minister Akihiro Ohta said today his ministry was considering whether to revise existing laws to beef up oversight of auto suppliers in the wake of massive recalls of Takata airbags.... Read More »

 

THE GM RECALL

GM does not have to turn over notes to ignition-flaw plaintiffs, judge rules

2:42 pm U.S. ET | Jan. 15, 2015
A federal judge today refused to let plaintiffs' lawyers suing General Motors access notes from lawyers the company hired to prepare an internal report on the automaker's decade-long mishandling of a deadly ignition-switch flaw.... Read More »

 

Daimler recalls 114,000 Mercedes in Germany over seal fault

Jan. 14, 2015 18:34 CET
Daimler said it is recalling 114,000 of its four-cylinder diesel-engined Mercedes-Benz cars in Germany because some are equipped with faulty seals that can cause potential oil leaks.... Read More »

 

Marchionne says industry may have over-reacted on recalls

12:11 pm U.S. ET | Jan. 12, 2015
Fiat Chrysler Automobiles CEO Sergio Marchionne today said incentive spending in the United States is not excessive and that the industry may have over-reacted on recalls.... Read More »

 

GM gets 141 more claims for faulty ignition switch compensation

11:20 am U.S. ET | Jan. 12, 2015
GM received 141 additional claims for compensation for ignition switch defects in its cars in the past week, bringing the total to 2,710, according to the official administering the compensation program.... Read More »

 

Pohanka body shops sold to repair chain

12:01 am U.S. ET | Jan. 12, 2015
A major body shop chain has acquired Pohanka Collision Centers, a 12-store auto body shop group in Maryland and Virginia affiliated with Pohanka Automotive Group. Body shops are being bought and bundled to get more business from insurance companies and to control rapidly escalating capital costs.... Read More »

 

Honda supercar father Ito misses rebirth as recalls sully NSX debut

12:01 am U.S. ET | Jan. 10, 2015
Honda President Takanobu Ito will be a notable no-show in Detroit next week when he sends company deputies to unveil a new version of the high-end supercar that helped catapult him into the top job.... Read More »

 

HANS GREIMEL

Could record Honda fine stoke Japan backlash?

12:01 am U.S. ET | Jan. 10, 2015
Japanese regulators have fretted that the Takata airbag recalls might spur a backlash against the country’s carmakers. Honda's $70 million in US fines could feed those concerns.... Read More »

 

Jeep drivers still dying in gas tank fires 18 months into recall

6:10 am U.S. ET | Jan. 9, 2015
Eighteen months into a recall of Jeeps with exploding gas tanks, drivers of the affected models are still dying and more than 1 million of the vehicles remain unfixed.... Read More »

 

Subaru recalls 200,000 U.S. vehicles second time for brake line fix

10:05 am U.S. ET | Jan. 8, 2015
Subaru of America is recalling nearly 200,000 vehicles for a second time in the United States to fix brake lines that may leak fluid due to corrosion from salty, wintery roads, which could lead to longer stopping distances and increase the risk of a crash.... Read More »

 

Takata stock rises after lender expresses support

6:33 am U.S. ET | Jan. 8, 2015
Shares in Takata, the maker of airbags that led to millions of vehicle recalls by global carmakers, rose to the highest price in more than two months as a major lender said it would support the troubled supplier should it fail.... Read More »

 

BEST PRACTICES

Service bays turn to text messaging

12:01 am U.S. ET | Jan. 5, 2015
In an increasingly digital, on-the-go world, Dale Snow's challenge was to devise the most effective way to update millennials on car repairs.... Read More »

 

FIXED OPERATIONS

How FCA US eases shortage of techs

12:01 am U.S. ET | Jan. 5, 2015
FCA US will launch a program this month to help dealers cope with a nationwide shortage of service technicians and a surge in recall work.... Read More »

 

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