Frequently Asked Questions for Ignition Switch Recall 13454 & 14063
Q1. Is my car safe to drive before the ignition switch is replaced?
A1. Yes. The GM engineers have done extensive analysis to make sure if you use only the ignition key with no additional items on the key ring, the vehicle is safe to drive.
Q2. Which vehicles are involved?
A2. All 2005-2007 Cobalt, 2007 G5, 2003-2007 Ion, 2006-2007 HHR, 2005-2006 Pursuit (Canada), 2005-2006 Pontiac G4 (Mexico), 2006-2007 Solstice, and 2007 Sky vehicles are involved in the recall.
Q3. Why weren’t all of the vehicles (Ion, Solstice, Sky, HHR) included initially when the Chevrolet Cobalt and Pontiac G-5 were recalled?
A3. As we continued to review the overall situation, we decided to recall the additional vehicles. Customer safety is paramount to GM.
Q4. Customer owns a Saturn or Pontiac. Where should they take their car to have the recall repair performed?
A4. Any Chevrolet, Buick, GMC or Cadillac dealer can perform the repair.
Q5. Why did it take so long between the first report of a field incident and recalling these vehicles? Why did GM wait 10 years to recall?
A5. We are deeply sorry and we are working to address this issue as quickly as we can. Customer safety is paramount to GM. Given our present understanding of the recalled vehicles’ ignition switch torque capabilities, we have announced a recall.
Q6. Will anything out of the ordinary be done to reach customers since these vehicles are older and likely are in the hands of second or third owners?
A6. GM is undertaking diligent efforts to reach affected customers. Between March 7 and March 11, 2014, GM mailed owners a letter informing them of the recall and reminding them to use only the ignition key (no key fob or other material) until the recall repair is completed. Customers will subsequently get a second letter in early April informing them that they can contact dealers to schedule repair appointments.
Q7. When can customers reasonably expect to be able to get their cars fixed?
A7. We expect the first parts to be available in early April, with parts availability improving as time goes on. We will be working with customers on an individual, case by case basis to minimize inconvenience associated with the recall. Additionally, we are working diligently with our suppliers to develop and validate replacement parts and to have increased production in place to meet demand.
Between March 7 and March 11, 2014, GM mailed owners a letter informing them of the recall and reminding them to use only the ignition key (no key fob or other material) until the recall repair is completed. Customers will also get a second letter in early April informing them they can contact dealers to schedule repair appointments.
Until the safety recall repairs have been performed, it is very important that customers use the ignition key and nothing else (including the key fob) on the key ring.
Q8. Will customers have to pay for the repair?
A8. The repair will be done at no charge.
Q9. What exactly is the repair? How long will it take?
A9. The ignition switch will be replaced. Because of service scheduling requirements, it is likely that your dealer will need your vehicle longer than the actual service correction time of less than an hour.
Q10. Will customers be able to get a loaner or rental vehicle while my car is being repaired?
A10. Yes this is possible. Once customers are notified that the parts are available, they are requested to contact their dealership to make an appointment and discuss this with them.
Q11. Where will the notification letters be sent?
A11. The current owner information from your state vehicle registration will be used to mail out customer communications related to the recall.
Q12. Why did you inform me about the recall prior to having the parts available?
A12. Everything we are doing is guided by one unwavering principle: do what is best for our customers. Customer safety and satisfaction are at the heart of our business. We also wanted to advise customers that until the safety recall repair has been performed, it is very important that customers use the ignition key and nothing else (including the key fob) on their key ring.
Moving forward, we will be working with customers on an individual, case by case basis to minimize inconvenience associated with the recall. Between March 7 and March 11, 2014, GM mailed owners a letter informing them of the recall. Customers will receive a second letter in early April informing them how, and when, they can contact their dealers to schedule a repair appointment.
We expect to have parts available in early April.
Q13. What does the following statement mean – we will work with customers on an individual, case-by-case basis to minimize inconvenience associated with the recall?
A13. GM and our dealers will work with each customer individually to minimize inconveniences they could experience until the recall repair is made to their vehicle, up to and including providing a rental or loaner vehicle, where appropriate.
Until the safety recall repairs have been performed, it is very important that customers use the ignition key and nothing else (including the key fob) on the key ring.
Q14. What if customer references the USA Today news article that stated issue has occurred even when driver did not have a heavy key chain?
A14. Until the safety recall repair has been performed, it is very important that customers use the ignition key with no additional items (including the key fob) on the key ring. There is a risk, under certain conditions, that your 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 if your key ring is carrying added weight (such as more keys or the key fob) or your vehicle experiences rough road conditions or other jarring or impact related events. If the ignition switch is 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. Please understand that we are working diligently to provide a solution to our customers as quickly as possible.
Q15. What constitutes a “jarring event?”
A15. Jarring could occur in an off-road condition, such as hitting a bump on rough terrain. We have not seen it occur with a pothole but it could.
Until the safety recall repairs have been performed, it is very important that customers use the ignition key and nothing else (including the key fob) on the key ring.
Q16. What car will customers get as a rental vehicle? Will you be giving out foreign car rentals?
A16. We will be working with customers on an individual, case by case basis to minimize inconvenience associated with the recall. The type of vehicle each individual receives as a loaner will vary based on supply and demand. Our intent is to provide a GM rental, however strains on demand may result in rental vehicles from outside the GM lineup.
Q17. If GM provides me with a rental car until my vehicle can be repaired, where will my vehicle be stored?
A17. In most cases, the dealer will keep your vehicle onsite. However, if the dealer cannot safely store your vehicle, with agreement, the customer may be asked to retain possession and not drive it until the required repair is completed and the loaner is returned.
Q18. Why do the involved VINs appear in IVH if the recalls have not been released?
A18. All involved VINs were updated on March 10, 2014 to assist dealers with responding to customer questions. A repair procedure and part availability details will be provided in early April.
Q19. What part of the car is involved with this recall?
A19. The recall repair only involves the replacement of the electric ignition switch. The ignition key and ignition key cylinder are not involved. While other product issues such as an ignition key that sticks or binds are not part of the recall, we would be more than happy to look into those issues if you’re experiencing them, as well.
Q20. How should underage drivers be addressed?
A20. In some states there are age restrictions that limit the ability to obtain a rental or loaner vehicle. In such cases, a legal parent or guardian will be required to sign the vehicle rental contract and take full responsibility for the vehicle. Additionally, in some states drivers under a certain age may be required to pay a premium rate to rent or insure a vehicle. To address these situations, GM will cover these additional expenses.
Q21. What if the customer indicates that they are afraid they will have the failure based on what they are hearing in the media, or don’t feel safe driving their car, or cannot wait for parts to arrive?
A21. For situations where a customer may be concerned about operating their vehicle and is requesting alternate transportation, dealership 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 transportation guidelines. Service management must document their approval for courtesy transportation by submitting their authorization via the Dealer Aftersales Empowerment Portal. 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.
Q22. What if customer calls indicating they are experiencing the condition, or have just experienced the condition? What if towing is required?
A22. 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.
Until the safety recall repairs have been performed, it is very important that customers use the ignition key and nothing else (including fob) on the key ring.
Q23. What if customer calls indicating they have been in an accident related to this condition?
A23. As with any accident, it is important to call 911, if necessary, and notify the police. If the customer thinks the accident was caused by this condition, the customer should be forwarded to GM Product Assistance Claims (PAC). Please call 1-800-231-1841, press prompt #2 then prompt #3 to open a PAC case on behalf of the customer.
Q24. What if customer indicates they do not feel safe and would like their vehicle bought back?
A24. Please explain that we understand their concerns. General Motors is not offering repurchase as a remedy. To assist dealers in helping customers who are involved in this recall that request assistance, we are announcing a special cash allowance in the amount $500 available when these customers purchase or lease a new 2013 / 2014 / 2015 model year Chevrolet, Buick, GMC or Cadillac. This special cash allowance must be passed on to the eligible customer at the time of the transaction. The special cash allowance is not transferable and is intended to assist those customers who are unhappy and may want to trade out of their vehicle or buy a new GM product. Advise customers that at this time, the special cash allowance is effective through April 30. GM will not market or solicit owners using this allowance. We ask that Dealers do not market to or solicit these customers either. This special cash allowance is not a sales tool; it is to be used to help customers in need of assistance.
Please reference Program Number 14-40AAQ for details.
Until the safety recall repairs have been performed, it is very important that the customer use the ignition key and nothing else (including the key fob) on the key ring.
Q25. What if customer indicates they have had previous repair expenses related to the ignition switch, or have incurred expenses to repair the ignition switch in a vehicle they no longer own?
A26. Customers will be reimbursed for these repairs. The letter advising customers that parts are available for the recall repairs will also include instructions on how to request reimbursement for ignition switch repairs they have paid for. Customers should follow these instructions to request reimbursement.
Note: If the vehicle previously had the ignition switch replaced, it still must be replaced again as part of this recall.
Q27. What if customer references a letter they received in 2012 regarding ignition lock cylinders? Is this the same thing?
A27. No, it is not. Try to confirm that they are owners of a 2008 Cobalt, 2008/2009 HHR, or 2007 G5. Also, please confirm that the letter they’re referring to involves Special Coverage #12089, regarding a binding ignition lock cylinder. If so, explain that this particular field action involved a different part than the ignition switch in this recall.
Q28. When will the recall be listed in vehicle history?
A28. Information was loaded in Investigate Vehicle History (IVH) on March 10, 2014.
Q29. What if the customer got into a rental on their own and wants reimbursement from GM?
A29. Unfortunately, General Motors cannot reimburse customers for rental cars procured outside of the GM system.
Again, here at Chesrown Chevrolet Buick GMC, we want to make sure that you are safe and comfortable when you get behind the wheel. We are doing everything we can to make sure we service you to the best of our ability as we learn more about the situation at hand. We are a family owned and operated dealership in Central Ohio that has been committed to providing the highest quality of service to create lifetime customers for over 50 years. Feel free to give us a call at (740) 363-1175 or stop by our dealership at 1701 Columbus Pike, Delaware, OH, 43015!
Visit our website: www.Chesrown.com
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