GM responds to NBC12's questions about recall - NBC12 - WWBT - Richmond, VA News On Your Side

GM responds to NBC12's questions about recall

RICHMOND, VA (WWBT) -

Why are customers told to bring cars in for recall service but GM dealers do not have the parts to perform the service?

There are typically two types of recall letters that customers receive from GM. One is an advisory letter, sent within 60 days of a recall being determined, that informs the customer his or her vehicle is included in a recall. These letters specifically tell customers that parts are not available and that they will receive a second letter when parts are available and they can call a dealership for an appointment.

GM typically begins a recall campaign (letters are sent to customers) when it has 30 percent of the parts on hand to perform the necessary repair. In the case of the Cobalt and other small cars from the February and March recalls, we started the recall with a smaller percentage of parts on hand. Early demand exhausted initial supplies as capacity was added to build more. Today, we have sufficient parts to fix all of the remaining unrepaired cars (about 1.1 million - 1.2 million have been fixed) and we are taking additional actions to reach customers who have so far ignored earlier communications or ordered parts but have not had repairs made.

How long has GM known about the faulty part? One customer says he was told GM has known about this problem since 1999 and did not inform anyone until 2013. Is this true, GM'S response?

The Cobalt “family” recalls resulted from a series of mistakes made over a number of years. GM is sorry for this and is doing everything it can to put the customer at the center of everything we do to make sure this never happens again.

Are there any accidents or fatalities linked to the recalled cars after the keys were taken off rings?

GM has conducted extensive testing and knows of no instances (crashes, injuries or fatalities) where an ignition has unintentionally moved to the “accessory” mode from the “run” mode when the vehicle has been driven with only a single key (no additional weight on the key chain, including a key fob). GM has sufficient parts on hand to fix these vehicles and customers are urged to schedule a repair appointment with a dealership.

How can GM reassure customers that their cars are safe and the parts are coming to a dealer near them?

In the case of the Cobalt family of vehicles, our instruction to customers to drive unrepaired vehicles with only the single ignition key is our assurance that the vehicles are safe to drive. Parts are available and customers are urged to contact dealers for an appointment to have the ignition switch and cylinder replaced as soon as possible.

Copyright 2014 WWBT NBC12. All rights reserved.

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