Fixed Operations
 

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.... Read More »
 

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.... 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 »

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.... 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.... 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.... 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.... 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...... 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 »

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.... 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.... 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.... 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.... 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.... 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 »

Mopar shops increase accessory sales, profits

12:01 am U.S. ET | March 10, 2014
Most Jeeps come off the assembly line here and queue up for the delivery trip to dealerships. But a growing number of Wranglers, Cherokees and Grand Cherokees -- along with some Dodge Durangos -- now take a detour on their way to the showroom floor.... Read More »

NHTSA ends inquiry into 1.6M Fords including Escape, Fusion

11:33 am U.S. ET | March 4, 2014
After reviewing nearly 12,000 complaints about drops in engine power in late-model Ford vehicles -- including the popular Ford Escape and Ford Fusion -- federal auto safety regulators say they will not try to force a recall.... Read More »

GM expands ignition switch recall by more than 588,000 vehicles

2:39 pm U.S. ET | Feb. 25, 2014
GM expanded a recall to fix ignition switches that can inadvertently shut off engines and cause crashes, a problem that has now been linked to 31 crashes and 13 front-seat deaths and sparked criticism of the company's years-long investigation of the...... Read More »

Nissan recalls 16,838 Frontier trucks in North America to inspect, repair circuit breaker

12:25 pm U.S. ET | Feb. 24, 2014
Nissan is recalling 16,838 Frontier pickup trucks in North America to address an electrical issue that could cause a fire, according to documents filed with U.S. safety regulators.... Read More »

Toyota parts, service boosted by high-profile ad campaign

12:01 am U.S. ET | Feb. 3, 2014
Advertising of dealers' parts and service need not be dull -- or done by the parts department or the regional dealer ad association on a shoestring budget.... Read More »

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