13 Articles
Featured Video
Volvo Lifetime Parts Warranty | Autoblog Minute

Volvo Cars of North America introduces a lifetime parts and labor service program, Vice President of Customer service, Scott Doering gives us the details.

Report
Mercedes dealers authorized to spend $2,500 on perks for S-Class customers

If you drop $100,000 on a luxury sedan, it seems only reasonable to receive some preferential treatment at the dealership you purchased from. After all, that price isn't just for the car – you're paying for the brand and all the cachet that entails. For Mercedes-Benz, those benefits have apparently been lacking relative to the German brand's luxury competitors.

Study
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.

Report
Chrysler suspends incentives, penalties for dealer customer service

Last December, J.D. Power's Sales Satisfaction Index Study ranked Chrysler's Jeep, Ram and Dodge brands at the bottom of the list. The Chrysler brand itself fared somewhat better with a ranking of nine out of 19 brands.

Official
Lexus, Mini take home dealer satisfaction laurels in latest J.D. Power survey

When it comes to handing out awards, nobody works harder than J.D. Power. With surveys concocted to measure dependability, brand reputation, Jeff Sabatini

Nissan may one day replace customer service phones with Facebook

Facebook's never-ending quest to unseat Google and officially take over the world may soon get a boost from a somewhat unlikely source: Nissan.

VW America creates new role: VP of Customer Experience

Volkswagen took another step to plug any holes in its quality-control loop by appointing a VP of Customer Experience. The new position is being filled by Mark Barnes, who moves over from his role as COO and head of sales for VW of America. The point is to create a "a systemic approach to better manage the entire customer experience within VW," in the words of VWoA head Jonathan Browning.

Lexus, Mini top J.D. Power customer service survey

J.D. Power and Associates has just released the results of its latest customer service survey. Lexus managed to take home the luxury crown for greatest customer satisfaction in the service department while Mini snagged top honors among mass-market brands. According to J.D. Power, one of the biggest factors that can influence how buyers feel about their service experience is whether or not their dea

Cadillac jumps into free maintenance game with 2011 models

2011 Cadillac CTS coupe – Click above for high-res image gallery

Report: GM scouring Internet for customer complaints and responding

File this one under, "See What Happens When You're Hungry?" General Motors has created a dedicated team of customer service agents whose sole job is to track down company and product mentions, good and bad, in the social-mediasphere. If the mention is a bad one, the team will attempt to connect the unsatisfied party with a GM representative who can help resolve the issue.

Lexus dealers have an idea, get cash

Lexus is looking for a few good ideas. And they are willing to pay big bucks to get them. As part of its new campaign, which Lexus is calling its "Pursuit of Innovation Award," the automaker will be handing out four regional awards of $50,000 each for innovative customer service improvement concepts. Another $25,000 had been set aside for second and third place winners in each region. Before you get your hopes up, understand that this is for Lexus dealers. Corporate decided it needed some change

Saturn delivers. Test drives, that is.

Besides the nifty new Astra and Vue Red and Green Lines, the Chicago Auto Show will see the debut of something else new from GM's Saturn division: the "Test Drive at Home" program. Rather than dragging the whole family d

MINI owners get special service at BMW dealerships

When BMW launched the MINI brand in the U.S., the vast majority of the cars were, naturally, sold and serviced out of BMW dealerships. In fact, only eight of MINI's 80 dealerships are standalone.