Service

GM sets up new parts-ordering system for recall repairs

4:10 pm U.S. ET | April 16, 2014
GM today gave its dealers a revised ordering process that the retailers said should speed the shipment of parts, ease repairs and ensure the job gets done right. But dealers said they aren't any closer to knowing when they will start getting parts for the millions of vehicles involved in an ignition-switch recall.... Read More »

 

THE GM RECALL

GM will update dealers Wednesday on recall parts status

4:10 pm U.S. ET | April 15, 2014
General Motors told dealers it will hold a Web conference on Wednesday to update them on the status of parts needed to repair millions of small cars recalled for faulty ignition switches, as well as the procedures to follow for the recall.... Read More »

 

MyFord Touch bugs are getting squashed, Hinrichs says

3:10 pm U.S. ET | April 15, 2014
Ford has brought its problem-plagued MyFord Touch communications system up to exceed industry-average reliability -- and plans an upgrade to improve the system's capability, Ford executive Joe Hinrichs said today.... Read More »

 

Dealers see parts trickle in for recall repairs

4:14 pm U.S. ET | April 11, 2014
Most General Motors dealers continue to wait as parts that were expected to arrive this week to repair faulty ignitions on millions of recalled small cars only trickle in. The wait is disruptive to business, some dealers said today. They are working hard to keep customers informed and patient with the repair process, they said, adding that when the parts do arrive, service shops and technicians stand ready.... Read More »

 

THE GM RECALL

GM raises recall charge to $1.3 billion, adds lock cylinder to part replacement

2:16 pm U.S. ET | April 10, 2014
GM said it now expects to take a $1.3 billion charge in the first quarter related to its ignition-switch recall, as it expanded the scope of the recall to fix a problem that has caused some drivers' keys to fall out of the ignitions while their cars are on. The amount of the charge revealed today increases GM's March 31 estimate of $750 million by more than 70 percent. In addition to replacing the ignition switches on 2.... Read More »

 

Chevy dealership in Missouri sues customer over disputed repair bill

5:49 pm U.S. ET | April 10, 2014
Jim Butler Chevrolet in suburban St. Louis is suing a customer who took issue with the repair bill for his Chevrolet Malibu, and is seeking $25,000 in damages. Dwayne Cooney took his vehicle to the dealership for service after hours on Jan. 31 because the key fob wouldn't work, the tire pressure monitor light remained on and an airbag warning light had illuminated.... Read More »

 

Cadillac, Buick top service satisfaction rankings for 1st time

1:00 pm U.S. ET | April 9, 2014
Cadillac overtook Lexus to top a survey of customer satisfaction with luxury dealership service departments, giving General Motors twin victories in a study by JD Power and Associates. Buick led the mainstream category, ahead of GMC and Chevrolet in the top five.... Read More »

 

GM dealers field calls, manage inventory while waiting for recall parts

4:12 pm U.S. ET | April 8, 2014
General Motors estimates repairs to 2.6 million small cars affected by a massive recall will not start until next week -- not this week as originally expected. Some dealers are fielding dozens of calls daily from customers wanting to know when their car will be fixed.... Read More »

 

Ford recalls nearly 435,000 vehicles for rusting frame parts, faulty seats

6:00 pm U.S. ET | April 7, 2014
Ford is recalling 385,762 model-year 2001-2004 Escape SUVs due to rust that could cause the separation of the lower control arm from the subframe of the vehicle. In an unrelated recall, NHTSA announced that Ford is recalling 48,960 model-year 2013-2014 Ford Fusion, Lincoln MKZ, Ford Escape and C-Max vehicles to replace seatback frames that are not up to NHTSA standards.... Read More »

 

GM tablet tool aims to lift service revenue

12:01 am U.S. ET | April 7, 2014
About 1,200 General Motors dealerships have begun using a tablet tool, part of a software program called Service Workbench, that lets service advisers quickly pull up a vehicle's history, whip through an inspection and point out a menu of factory-recommended maintenance items.... Read More »

 

AutoNation wants more service lane hospitality

12:01 am U.S. ET | April 7, 2014
AutoNation Inc., the country's biggest dealership group, is recruiting service advisers among restaurant waiters and other service-industry workers, part of a new plan to reduce turnover in a key position.... Read More »

 

Sen. McCaskill: GM ignition switch case could lead to criminal charges

3:26 pm U.S. ET | April 6, 2014
GM should make restitution to victims' families and face criminal action if merited for the way it handled defective ignition switches that caused fatal auto accidents, U.S. Senator Claire McCaskill of Missouri said on Sunday.... Read More »

 

LINDSAY CHAPPELL

Why GM dealers have a chance to shine

7:30 am U.S. ET | April 5, 2014
There's no getting around the fact that GM is taking a clubbing right now. A huge recall, several lawsuits, a blistering congressional hearing, apologies to consumers, potential criminal investigations -- it's all bad. But then there are the retailers.... Read More »

 

Dealers unite behind Barra as damage control shifts to them

6:49 am U.S. ET | April 5, 2014
General Motors dealers applauded CEO Mary Barra's testimony on Capitol Hill this past week as she took the national stage in the ignition-switch recall storm. Now, the dealers know, attention will turn to them as parts to repair the switches start arriving in service bays this week. Dealers are lining up service technicians and loaner vehicles, even though they're unsure how many vehicles will be brought in.... Read More »

 

GM recalls 1.3 million 2004-10 Chevy, Saturn and Pontiac cars for power steering glitch

4:18 pm U.S. ET | March 31, 2014
GM is recalling more than 1.3 million older-model Chevrolet, Pontiac and Saturn cars that could experience a sudden loss of electric power, expanding a safety crisis that now includes eight separate recalls covering nearly 6 million vehicles over the past six weeks.... Read More »

 

BEST PRACTICES

Tech courses in service bays supply talent

12:01 am U.S. ET | March 31, 2014
Cam Clark knows he can recruit veteran service repair technicians from outside to work in his Airdrie, Alberta, Ford dealership. But he can never be sure what work habits they might bring with them. What Clark did to solve the problem has helped not only his western Canada dealership, but the youth of Airdrie.... Read More »

 

GM’s new recall risk: replacement ignitions

4:30 pm U.S. ET | March 26, 2014
As General Motors recalls 1.6 million vehicles that have defective ignition switches linked to at least 12 deaths, it faces another potential risk -- this time in the spare parts market. Repair shop owners say it is still possible to purchase GM brand ignition switches manufactured by Delphi Automotive carrying the same parts number as the product at the center of the recall.... Read More »

 

A mother's 'life mission': Seeking truth on GM's recall

5:52 pm U.S. ET | March 25, 2014
In the month since GM recalled the car that her daughter died in, Laura Christian has taken it upon herself to make sure others know what she now knows. She has started a Facebook page called “GM Recall Survivors" as a way to connect victims’ families and share news stories.... Read More »

 

More women find careers in service lanes

12:01 am U.S. ET | March 24, 2014
A small but growing number of women are finding a career in the service lanes of car dealerships. The dealers who hire them say women bring a unique skill set to the service department: empathy and strong communication skills for relationship building. Those skills can help build customer loyalty and boost profits.... Read More »

 

GM prepares dealers for onslaught of recall work

3:24 pm U.S. ET | March 21, 2014
General Motors is lining dealer inventories with rental cars as customers begin turning in Chevrolet Cobalts, Saturn Ions and other recalled models with faulty ignition switches for repair. GM has altered its rental car policy and has agreed to work with Enterprise, Hertz and Avis to ensure rentals are available to customers if demand exhausts dealer courtesy cars. GM also is offering customers towing service and a $500 discount on new cars in addition to the free fix.... Read More »

 

Porsche to replace recalled 911 GT3's engine

12:34 pm U.S. ET | March 18, 2014
Porsche will swap out the engine on the racing version of the 911 sports car after the company took the rare step of telling customers to stop driving the model because the vehicle could catch fire.... Read More »

 

Porsche to replace recalled 911 GT3's engine

March 18, 2014 18:34 CET
Porsche will swap out the engine on the racing version of the 911 sports car after the company took the rare step of telling customers to stop driving the model because the vehicle could catch fire.... Read More »

 

BEST PRACTICES

Fixed ops come first for Denver dealer

12:01 am U.S. ET | March 17, 2014
Mary Pacifico-Valley's first job after quitting college at age 19 was phoning customers of Rickenbaugh Cadillac in Denver -- a friendly voice to remind owners that it was time to come in for service. Today she owns the dealership. That earliest experience has defined her approach.... Read More »

 

House panel to probe GM recall of faulty ignition switches

10:49 am U.S. ET | March 11, 2014
A House panel will investigate the response of GM and U.S. regulators to consumer complaints about ignition-switch failures that led to the recall of 1.6 million vehicles and are linked to at least 13 deaths.... Read More »

 

JIM HENRY

Extended service contract? Skip it, Consumer Reports tells readers

6:03 pm U.S. ET | March 10, 2014
Consumer Reports slams extended service contracts in its latest annual auto issue, one of the magazine's most widely read editions.... Read More »

 

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