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J.D. Power customer survey of dealers counts Cadillac, Buick as big winners

Cadillac and Buick have taken the trophies in J.D. Power's latest Customer Service Index Study examining satisfaction with dealer service. Surveying more than 90,000 owners and lessees of 2009-2013 model-year cars, the study found that those with pre-paid maintenance packages were ten percent more likely to buy their next car from the same brand.
Dealer satisfaction scores have improved overall, Cadillac nabbed the luxury segment ahead of Audi and Lexus, taking the crown that Lexus held last year. Buick keeps the mass-market dealer satisfaction win in the family, finishing ahead of Volkswagen and last year's winner GMC. The study also found that service department use of tablets increased customer satisfaction, as did "best practices" like "providing helpful advice." Who knew?
You can find details on those and more findings in the press release below.

Cadillac's de Nysschen won't budge on raised pricing

According to new Cadillac boss Johan de Nysschen, it will take between 10 and 15 years to elevate GM's top brand, which was once hailed as "The Standard Of The World," back to prominence in the minds of American customers. And to hear the executive talk of it, the brand is going to have to be willing to see sales falter in the near-term before they recover:
"Either you have to bring your volume aspirations into alignment with reality and accept that you will sell fewer cars... Or you have to drop the price and continue to transact at the prices where you were historically... I think the logical conclusion is that it's better to build off a very solid base in terms of [product] credibility, charge a fair price for the car and realize you have to wait until the volume comes."
In other words, sales will fall before they rise, and the brand has to be okay with that. Notice, too, that de Nysschen speaks of "a fair price" for Cadillac cars and utility vehicles. In this case, "fair" means more than many of the brand's traditional buyers are accustomed to, and roughly in line with the brands and machines Cadillac believes it is competing against. For instance, the newly enlarged 2014 CTS carries a suggested retail price that is over $6,000 higher than it was in 2013, and some trim levels boast an even higher price premium over the models they replace.

GM recalls Chevy Impala, Cadillac XTS for braking problem

Back in April, General Motors launched an investigation into braking issues affecting the 2014 Chevy Impala. Now there's a recall of both the Impala and the Cadillac XTS with which it shares its Epsilon II platform.
The issue apparently revolves around the electronic parking brake, which may not properly disengage. As a result, the rear brake pads could rub the rotor even while the vehicle is in motion, causing "significant heat, smoke and sparks." The earlier investigation had been launched following a complaint regarding the forward collision avoidance system, which is now either appears to have been unrelated or possibly a symptom of this larger issue.
The recall affects 2013-15 XTS models manufactured between February 14, 2012, and August 22, 2014, as well as 2014-15 Impalas manufactured between January 15, 2013, and August 22, 2014. The total number of affected vehicles reported by the National Highway Traffic Safety Administration comes to precisely 132,921 units, while The Detroit News reports a higher total of 205,000 units - the difference potentially coming down to the scope within the US and more broadly across North America. Dealers will contact owners to update the software in order to fix the problem.