SB-0000186726-A

gm_gmssg_qOl 
Tuesday, March 04, 2014 8:19 AM
From:
Sent
To:
Subject:
Internal notification for: G_0000186726 Upcoming Safety Recalls 13454 and 14063 Ignition Switch Replacement - Customer Notification Letter Mailing
13454 & 14063 Owner letter.pdf; 13454 & 14063 Q&A.pdf
Attachments:
Ref. number: Service/ Field Action/ G_0000186726
Date: 3/04/2014
Subject:, Upcoming Safety Recalls 13454 and 14063 - Ignition Switch Replacement- Customer Notification Letter Mailing
GM CUSTOMER CARE AND AFTERSALES
DCS3152
URGENT - DISTRIBUTE IMMEDIATELY
Date:
March 4, 2014
Subject:
Upcoming Safety Recalls 13454 and 14063
Ignition Switch Replacement
Customer Notification Letter Mailing
Models:
2005-2007 Chevrolet Cobalt
2006-2007 Chevrolet HHR
2005-2006 Pontiac Pursuit (Canada Only)
2006-2007 Pontiac Solstice
2007 Pontiac G5
2003-2007 Saturn Ion
2007 Saturn Sky
To:
All General Motors Dealers
Attention: General Manager, Service Advisor, Service Manager, Parts and
Service Director, Parts Manager, Used Vehicle Sales Manager,
and Warranty Administrator
You were previously advised that General Motors will be implementing safety recalls that involve 20052007 model year (MY) Chevrolet Cobalt, 2006-2007 MY Chevrolet HHR, 2005-2006 MY Pontiac
Pursuit,2006-2007 MY Pontiac Solstice, 2007 MY Pontiac G5, 2003-2007 MY Saturn Ion, and 2007
MY Saturn Sky vehicles. There is a risk, under certain conditions, that the ignition switch may move
out of the "run" position, resulting in a partial loss of electrical power and turning off the engine. This
risk increases ifthe key ring is carrying added weight (such as more keys or the key fob) or the vehicle
experiences rough road conditions or other jarring or impact related events. If the ignition switch is
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not in the run position, the air bags may not deploy if the vehicle is involved in a crash, increasing the
risk of injury or fatality.
Until the recall repairs have been performed, customers should be advised that it is very
important that they remove all items from their key rings, leaving only the vehicle key. The key
fob (if applicable), should also be removed from the key ring.
The GM recall numbers are 13454 and 14063.
approximately 1.3 million.
The total number of involved U.S. vehicles is
GM will begin notifying involved customers of their involvement in this safety recall beginning March
10, 2014 for 13454, and on March 14, 2014for 14063. The notification letter will explain what the
recall is about and what a customer should do until their vehicle is repaired. The letter will also inform
customers that as parts become available, we will send them another letter asking them to contact
their dealer to have this repair performed. A sample copy of the first notification letter is attached to
this message. Actual owner letters will be owner and VIN specific.
Also attached is a Question & Answer document to assist you with any customer inquiries you may
receive about this upcoming safety recall.
For situations where a customer may be concerned about operating their vehicle and is requesting
alternate transportation,· dealer service management is empowered to place the customer into a
courtesy vehicle until parts are available to repair the vehicle. See bulletin 07-00-89-037 for courtesy
Service management must document their approval for courtesy
transportation guidelines.
transportation by submitting their authorization via the Dealer Aftersales Empowerment Portal prior to
the customer receiving the courtesy transportation vehicle. Utilize labor code 9100387 and provide a
brief comment noting the customer's concern in the "additional comments' field, using 00 (unknown)
for the estimated days of rental. Once the form is submitted, an email confirmation will be sent to your
District Manager Aftersales. The Dealer Aftersales Empowerment Portal can be accessed under the
Service Workbench on GlobalConnect The first time you access the Dealer Aftersales Empowerment
site, a registration page must be filled out with your first and last name and email address (it is
recommended that you enter your dealership email addresses). The email address is very important
as this is the address to which email notifications and confirmations will be sent.
For those customers who request that their vehicle be towed, dealer service management must
contact Roadside Assistance to request towing on behalf of the customer under Safety Recall 13454
or 14063. Be certain to have the customer Vehicle Identification Number, contact information and
vehicle pick up address to provide to Roadside Assistance.
Roadside Assistance can be contacted at 855-381-5826. This is a dedicated number which has been
established just for this recall.
The GM Customer Assistance Center (CAC) may also contact your dealership regarding a customer
who is concerned about operating their vehicle and is requesting alternate transportation or a tow. The
CAC advisor will 'warm transfer' the customer to you for further handling. If the immediate transfer is
not possible, the CAC advisor will provide you with all pertinent customer information and request that
you follow-up with the customer as quickly as possible. In this situation, dealer service management
is also empowered to place the customer into a courtesy vehicle or facilitate a tow through Roadside
Service.
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In addition, to assist dealers in helping customers who are involved in this recall who request
assistance, we are announcing a special cash allowance in the amount $500 available when these
customers purchase or lease a new 2013 I 2014 I 2015 model year Chevrolet, Buick, GMC or
Cadillac. This allowance must be passed on to the eligible customer at the time of the transaction
and is in addition to other national and regional offers. The allowance is not transferable and is
intended to assist those customers who may want to trade out of their affected vehicle or buy a new
GM product. GM will not market or solicit owners using this allowance. We ask that you not market
to or solicit these customers either. This allowance is not a sales tool; it is to be used to help customers
in need of assistance. The allowance is effective today. Please reference Program Number 1440AAQ for details.
We expect to have parts to begin repairing vehicles by approximately April 7, 2014, at which time the
recall bulletin will be released. The Investigate Vehicle History screen in the Global Warranty
Management system will be updated on March 10, 2014. Please do not call GM Technical Assistance.
END OF MESSAGE
GM CUSTOMER CARE AND AFTERSALES
Message Attachment(s):
fi13454 & 14063 Owner fetter.pdf Acrobat PDF {269.SKB)
13454 & 14063 Owner Letter
·~h34s4 &
14063 O&A pdf Acrobat PDF (219.3KB)
13454 & 14063 Q&A
E-Mail:
Contact name:
Phone:
Department: Service - Brand Quality
Intended roles: General Manager, Parts & Service Director, Parts Manager, Servlce Advisor, Service Manager, Used Vehide Sales Manager, Warranty
Administrator
Expires: 3/04/2015
Archives: 7/04/2014
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