Cadillac features Customer Service excellence

J.D. Power and Associates analyzes customer opinions of more than 800 brands

DETROIT – Cadillac was recognized today as a 2012 Customer Service Champion at the J.D. Power and Associates Customer Service Roundtable in Orlando, Fla. The luxury automaker was one of only 50 companies out of 800 studied to earn the distinction.

To qualify for inclusion, a company must excel within its own industry and stand out among leading brands in 20 major industries evaluated by J.D. Power.

2011 Cadillac Escalade Platinum.

The 2012 Champions were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research in 2011. The group of 50 represents the highest-performing U.S. companies that deliver service excellence – both within their specific industries and across all industries measured.

“We’re in the midst of a mission to enhance every interaction a consumer has with Cadillac,” said Kurt McNeil, vice president of Cadillac Sales and Service. “We are strongly committed to customer satisfaction, and appreciate this external confirmation of our efforts.”

Cadillac has instituted wide-ranging changes to enhance the luxury customer experience, conducting comprehensive customer experience training for dealership personnel and developing an improved suite of owner benefits called Cadillac Shield.

The Cadillac Escalade received highest honors in the Large Premium Crossover/SUV category of the J.D. Power 2011 Initial Quality StudySM (IQS), which measures the number of problems consumers experience during the first 90 days of ownership.

In February, Cadillac was named the most-desired automotive brand in the United States by men, according to results of a market research test by the global strategic neuro-insight firm Buyology Inc and uSamp, which measured personal and emotional connections to 220 well-known brands across 10 industries.

Fan of the Cadillac STS-V intercooler heat exchanger

I have been thinking more about the STS-V intercooler heat exchanger design and replacement ideas.

Cadillac uses a separate cooling system for the Laminova style intercooler tubes, featuring a bosch intercooler pump and a 23.5″x14″x2″ outer measures intercooler radiator heat exchanger in front of the main radiator in the nose of the V.  So let’s call that a 20″ by 12″ working area.

The D3 solution is two-fold:  replace the heat exchanger with a tube and fin heat exchanger with 10″ pusher fan, and add a tank to hold additional intercooler coolant.

Other aftermarket solutions have included adding a new chin mounted heat exchanger instead of the current heat exchanger, or along with the current heat exchanger, or in series with a a tube and fin replacement.

After reading various experiments with adding fans on other vehicles, I am convinced that adding an intercooler heat exchanger fan is advantageous.  Although it is intuitive to think that a pusher fan could provide a block to the incoming airflow, testing has shown that is not the case on other models.

My plan is to keep the stock OEM heat exchanger, but add a 12″ pusher fan. I am thinking of a SPAL 12″/12v pusher fan or similar; space is a concern.  Use a fan controller to interface although it would be best if only on when the car is up to temperature etc.  The intercooler heat exchanger is in front of the main radiator, so pushing air through one will impact the other.

VA10-AP70/LL-61S * 12"C / 12V 12" Curved Blade High Performance Fan / 12V Pusher


Separately, I like the idea of using the LS9 coolant reservoir as additional coolant capacity especially in this system that is very capacity limited.

Of Car Coats and Cadillacs

I finally had to give up on my leather jacket — the zipper was broken, the lining was ripped, the outer shell of the jacket was ripped open along one side, it was frayed along the back.  All that was the condition for the last year or two —  I hated to trade it in after long and good service.

In shopping for a new leather jacket I found that jackets generally come in Fighter / Bomber / Flight, Motorcycle, sport coat, or car coat.

Fighter:  the USAF designed an A-2, “Jacket, Pilot’s (summer)” in 1930.  It replaced the A-1 flying jacket originally designed in 1927.  The A-2 added zipper and hidden snaps for pockets instead of the A-1’s flap pockets.  Description: “seal brown horsehide leather, knitted wristlets and waistband (skirt).”   Fighter pilots and bomber pilots wore the A-2 jackets; they were a treasured memento of having completed flight training.

Bomber: synonymous with Fighter Jacket, or flight jacket.

Motorcycle jacket:  Although the A-2 Fighter jacket is also often worn as a motorcycle jacket as well, (Fonz)  a bespoke motorcycle jacket is designed as a piece of safety equipment in case of the rider skidding along pavement.  It also is designed with more zippers and water proof pockets and closures.  Ideally it is cut to be longer in the back than front so when leaned forward over the cycle the jacket continues to provide coverage.

Sport Coat:  a leather coat cut to the same pattern as a sport coat.  A sport coat originally was a less formal jacket which could be worn for shooting, hunting or similar sports.  In today’s US society it is viewed as more formal attire, although not formal attire.

Car Coat: an over coat cut with length extending to the middle thighOriginally intended for use in open automobiles, where a longer coat might be inconvenient but sufficient coverage was desirable for warmth.

My previous jacket was a Car Coat, so on happy coincidence I searched for a replacement car coat and settled on a leather car coat from Shepler‘s:

[Note:  This is the catalog photo and Model from the catalog:]

Shepler's Scully Genuine Leather Car Coat  Item Number: 082982  Photo by Shepler's.

Shepler's Scully Genuine Leather Car Coat Item Number: 082982 Stock Photo property Shepler's.

This particular model has a separate front liner that acts as a built-in vest and the 2nd collar in the photo.

Removable liner and mini-vest / winter collar

The shell of the coat is textured as opposed to smooth/shiney.  It is a bit thinner than my previous car coat, but also lighter.  The winter mini-vest / collar help boost warmth.

I am happy with my purchase, and wear the car coat daily.  I am hoping for the same years of service from this car coat as my last car coat.

Happy motoring!

Disclosure:  Shepler’s and I have had no communication, and I purchased the Car Coat from their website at the going price.