I can tell you from my experience w/my car and dealership that I'm not happy either, but I'm even surprised that Infiniti tied w/Chevrolet and lower than Ponitac..? Even I find that hard to believe, but I've never owned a GM car:


J.D. Power and Associates has released the results of its 2006 Customer Service Index Study that measures which brands have the best service departments. Not surprisingly, Lexus nabbed the top spot with a CSI score of 912. Whoa, but there's Buick right behind it with a score of 911, followed by Cadillac with 909. The bottom of the list is occupied by Isuzu with a score of 781, some 29 points below Volkswagen's 810. Of note: six out of the top ten service departments came from domestic brands.

The Customer Service Index Study measures quality of service in the areas of service initiation, service adviser, in-dealership experience, service delivery, service quality and user-friendly service. Survey responses were gathered from 79,580 owners of model year 2003 through 2005 vehicles.

(Follow the jump for the complete list)

[Source: Automotive News]
Customer Service Index Ranking
(Based on a 1,000-point scale)

Lexus - 912
Buick - 911
Cadillac - 909
Jaguar - 908
Lincoln - 906
Mercury - 905
Saturn - 904
Pontiac - 903
Audi - 890
MINI - 890
Volvo - 890
Acura - 889
Chevrolet - 887
Infiniti - 887
Porsche - 887
BMW - 884
Honda - 883
HUMMER - 882
Saab - 880
GMC - 879
IndustryAverage - 873
Mercedes-Benz - 872
Hyundai - 869
Chrysler - 867
Ford - 866
Dodge - 862
Toyota - 861
Subaru - 858
Jeep - 851
Nissan - 849
Mitsubishi - 848
Kia - 843
Mazda - 843
LandRover - 840
Suzuki - 823
Volkswagen - 810
Isuzu - 781

 

Hey, at least the American brands are making a huge improvement somewhere... I'm more shocked to find BMW less than Infiniti... I always take my G35 to a Nissan dealership for non-warranty service and I couldn't be happier with the place so take this survey with a grain of salt.

 

Not I - I've owned a 2003 M3 and I loved the car but always hated the pompous *******s at the dealer.

 

A tragedy -- truly. Perhaps this is why people jump ship to the Lexus IS350.. slightly lesser handling but much better dealer experience?

 

I'm not shocked either. My wife has a 325 and I HATE taking it in to the dealership.

 

I too take my G35 to my local Nissan dealership and have had nothing but praise for them....they treat me like a king. The worst dealer service that I ever received was from Volkswagon....it was simply brutal. They were a bunch of pompous pr!cks that seemed to like treating people like ****. It doesn't surprise me that they are at the bottom of the list.

Having said this though, I too don't read much into these studies.

 

GREAT service from both BMW and Chevrolet. Toyota.....they charge you for EVERYTHING, in my experiences.

 

Just came back from Infiniti of kirkland for the fuel filler recall. They were great. They gave me an fx35 for a loaner and were very polite and courtious. I also have a Touareg and have been to our local VW dealer for warranty service. VW service sucks. Roger Jobs is the local VW/jeep/Porsche dealer in Bellingham Wa and they are rude, and stuck up. No loaner, small **** waiting area, and their technitions are on the verge of incompetance. With such high end cars, you would think they would cater to it's clientel. It is Bellingham though.

 

The service and buying experience at my dealer has been great so far, I have no complaints at all so far!