Service

BODY SHOP COMEBACK?

Trade group chief sees growth in dealer-owned operations

12:01 am U.S. ET | July 6, 2014
The share of dealerships operating expensive body shops has shrunk since 2006. But that hasn't stopped some dealers, such as Otto Belovich, who want to be one-stop sources for all their customers' automotive needs....
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KEITH CRAIN

A brand is built 1 customer at a time

12:01 am U.S. ET | June 23, 2014
To help celebrate the anniversary, I decided it was time to visit my local Dodge dealer. I met the next-generation car dealer, I hope....
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THE GM RECALL

GM dangles dealer bonuses to speed ignition-switch repairs

1:59 pm U.S. ET | June 20, 2014
GM is rolling out a series of initiatives to accelerate the fix of 2.6 million cars with faulty ignition switches, including offering dealerships bonus money for speedy repairs....
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Oil boom fuels battle for service techs

12:01 am U.S. ET | June 16, 2014
In North Dakota, Texas, Alaska, Oklahoma and elsewhere, the energy industry's incredible growth since the mid-2000s has forced dealers to innovate to find and keep service technicians....
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BEST PRACTICES

With Sunday hours, there's no waiting to service cars

12:01 am U.S. ET | June 9, 2014
Going to Sunday service is not about church for customers of Vista BMW Pompano in suburban Miami....
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LETTER TO THE EDITOR

Invest in a great auto technician

12:01 am U.S. ET | June 9, 2014
Keith Crain's May 26 column, "Eventually, you have to fix cars," has it right about the value of a good technician. It does take "a real technician to keep today's vehicles running."...
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Study shows federal regulations cost dealers billions, jobs

6:00 am U.S. ET | May 30, 2014
Franchised new-car dealers in the United States spent a combined $3.2 billion in 2012 to meet federal regulations, a new report found. The report made no attempt to determine whether dealerships, the economy, or consumers benefited in any way from any of those regulations, however....
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EDITORIAL

Tech training tuneup

12:01 am U.S. ET | May 26, 2014
Manufacturers are building vehicles with increasingly technology-laden features, but dealerships are having a hard time finding enough qualified technicians to keep those sophisticated autos serviced and on the road....
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Federal-Mogul takes aim at 'cheap' aftermarket parts from China

8:00 am U.S. ET | May 22, 2014
Federal-Mogul, saying its Champion spark plugs and other aftermarket parts are losing out to “cheap” products from China sold by big retail chains, is fighting back. The diversified parts supplier said today its aftermarket division will be renamed Federal-Mogul Motorparts. A crew of newly hired technicians will visit stores and service shops to tout the benefits of Wagner brake products, ANCO wiper blades and other components....
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JOE EBERHARDT, PRESIDENT, JAGUAR LAND ROVER NORTH AMERICA

Jaguar Land Rover to revise dealer incentive program

12:01 am U.S. ET | May 19, 2014
Jaguar Land Rover North America will work this year to revamp its variable margin -- the incentives dealers receive on top of the standard margin -- in an effort to improve customer satisfaction, says Joe Eberhardt, the company's new president....
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Sputtering auto education leads to skills breakdown

12:01 am U.S. ET | May 19, 2014
Dealership service managers say traditional schools are turning out a generation of auto mechanics whose skills aren't keeping pace with the cars they're assigned to fix....
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Hyundai recalls more than 140,000 Tucsons to secure air bag assembly

6:59 am U.S. ET | May 18, 2014
Hyundai is recalling more than 140,000 Tucson crossover models because the air bag assembly may come loose from its mounting on the steering wheel, according to documents filed with U.S. auto safety regulators....
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Nissan to replace timing chains in 104,000 Juke subcompacts

3:39 pm U.S. ET | May 16, 2014
Nissan will replace the timing chains in more than 104,000 Nissan Juke subcompacts from the 2011-13 model years sold in the United States and Canada as part of a voluntary service campaign....
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EDITORIAL

Stepping up to serve

12:01 am U.S. ET | May 5, 2014
Mercedes-Benz USA is pushing its U.S. dealers to improve their service departments....
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Ford dealers throng training on how to fix aluminum F-150

12:01 am U.S. ET | May 5, 2014
Eight hundred fifty Ford dealerships have enrolled technicians in training courses to learn how to do collision repairs on the 2015 aluminum F-150 pickup, exceeding the goal of having 750 dealerships enrolled by the end of 2014....
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BMW's big recall: 'It's all about the scheduling'

12:01 am U.S. ET | May 5, 2014
On the surface, the math of BMW's big recall is daunting for the company's 339 U.S. dealerships. The company recalled 156,137 vehicles in April, about six months' worth of U.S. sales for the German luxury brand. That's about 460 vehicles per store. Dealers have a plan....
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Shops use standard inspections to help boost repair orders

12:01 am U.S. ET | May 5, 2014
Over the past four years at Dublin Toyota in Dublin, Calif., the service department has increased its average customer-pay repair order by $105. Not through high-pressure selling or pushing unnecessary repairs onto customers, says Larry Tate, fixed operations director for the San Francisco Bay Area store, but through a better system of inspecting and tracking vehicles in for service....
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AutoNation's Pit Stop open to all

12:01 am U.S. ET | May 5, 2014
AutoNation Inc. is trying to build its service business by offering to pump up tires, top off fluids and perform quick safety checks for anyone for free, even those who bought their cars elsewhere. The nation's largest dealership group plans to roll out its Pit Stop program to all 229 dealerships by midyear, from 70 stores now....
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JAMIE LaREAU

GM dealers will do a lot of recall repairs, but not all of them

3:38 pm U.S. ET | April 29, 2014
Many GM dealers said they do not expect to repair all, or even close to all, of the millions of recalled GM vehicles. That’s because many car owners never receive a recall notice, or if they do, they throw it away or forget about it, dealers said....
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M-B gets tough over customer service scores

12:01 am U.S. ET | April 28, 2014
Mercedes-Benz USA is taking a hard line with dealers after the brand made little progress in the latest J.D. Power and Associates Customer Service Index. Despite several dealer training programs in recent years, Mercedes moved up only one spot -- to No. 8 -- in the 2014 Power CSI survey released this month....
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Hale works on makeover of Jag, Land Rover image

12:01 am U.S. ET | April 21, 2014
Hundreds of employees at Jaguar Land Rover North America sport a green button saying “All In.” The button means they're committed to changing the British company's culture to focus on customer service and satisfaction, said Duke Hale, who was hired a year ago as vice president of customer service....
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New system, but no quick fix for GM

12:01 am U.S. ET | April 21, 2014
When General Motors last week unveiled a new way for dealers to order parts for the ignition-system recall, it reminded dealers of a hard truth: They'll be waiting for parts -- and placating impatient customers -- at least well into the autumn....
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U.S. dealers grapple with recall pain -- missing parts, overtime, lost sales

2:23 pm U.S. ET | April 18, 2014
With multimillion-unit recalls by GM and Toyota, and numerous smaller recalls by other automakers, dealerships in the United States are grappling with missing parts, rising overtime costs for technicians, frustrated customers, and lost sales....
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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....
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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....
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