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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.

An inside look at VW's new California R&D center

Less than two months ago, the Volkswagen Group opened a new facility in Oxnard, California (about an hour's drive west of Los Angeles). The $27 million investment, touted as Test Center California (TCC), serves as a research and development lab testing emissions for all brands under Volkswagen's umbrella, including its newest member, Porsche. While still not fully operational, we toured the new 64,000-square-foot building last week and had a first-hand opportunity to see just how much work is involved testing engines and meeting increasingly stringent government emissions standards.
Replacing a similar facility established in 1990 in Westlake Village (about 20-minutes east of the new location), our guide explained how Oxnard was chosen for its temperate climate, varied regional terrain for test drives and low altitude. (The area is only a few feet above sea level - a critical parameter when instrument testing emissions.) The new facility is capable of analyzing hundreds of vehicles, prototypes and customer-owned vehicles, annually.
Most interesting to us was the huge stainless steel climate chamber, with a massive four-wheel dynamometer that allows VW to test running vehicles in both scorching desert and freezing climates without ever leaving the building (an Audi Q7 was running in place during our visit). We were also mesmerized by the countless storage tanks and intricate plumbing of chemicals, stored in both liquid and gas states, needed to perform the variety of tests. Lastly, we took a look at Bugatti's service center on the west coast, located completely within the new center. While there were no supercars on site, the facility is equipped with plenty of spare forged wheels (mounted with expensive Michelin PAX tires) and a Veyron-specific repair jig that allows the vehicle to be completely disassembled, if needed. It is a shame that the facility, which set off all of our automotive geek alerts, is closed to the public.

VW using other manufacturing locations as leverage in battle with TN [w/video]

We've reached a new step in the ongoing drama at Volkswagen's factory in Chattanooga, TN. The United Auto Workers recently dropped its opposition to the union vote and agreed that it wouldn't hold another ballot for at least a year. Now, the new question becomes where VW is going to build its forthcoming midsize SUV.
Earlier, it had been considered all but certain that the SUV, likely a production version of the CrossBlue concept (pictured above), would be built in Tennessee. However, it seems the Chattanooga factory might have competition to produce it. In emails obtained by The Detroit News, VW's lawyer wrote to the Tennessee economic development department in January saying, "While we understand there are some 'non-deal' issues that are causing a delay in the TN solution, VW has been successful in reaching agreement on terms at the alternative locations."
As previously reported, the state of Tennessee allegedly offered VW about $300 million in incentives to build the vehicle there and create an estimated 1,350 jobs, but it later rescinded the deal. Newly leaked documents from NewsChannel 5 (WTVF-TV) in Nashville allegedly show just how close that offer was to being completed. It appears that VW actually sent the government the first draft of a memorandum of understanding agreeing to the incentives, but the state removed the offer in late January.