- GM CEO Mary Barra singled out Cargill Chevrolet in Putnam, Connecticut and Doan Chevrolet near Rochester, New York for "living our values and putting the customer first" during the company's ongoing recall of 2.6 million small cars for defective ignition switches.
- Cargill Chevrolet has called the owner of every single recalled vehicle in its area, Barra said.
- Doan Chevrolet has worked to ensure that every single employee is fully informed about the recalls.
NEW YORK — GM CEO Mary Barra singled out Cargill Chevrolet in Putnam, Connecticut and Doan Chevrolet near Rochester, New York for "living our values and putting the customer first" during the company's ongoing recall of 2.6 million small cars for defective ignition switches.
Barra made the remarks to the J.D. Power/NADA Automotive Forum before the opening of the 2014 New York Auto Show. The defective ignition switches could disable the airbags in the affected vehicles. GM said earlier that 13 fatalities are linked to the recall.
Barra said GM has taken steps to "restore trust."
"And, of course, that includes the actions of our dealers," she said. "I'm talking about dealers like Cargill Chevrolet, which added 20 additional loaner cars to its fleet and called the owner of every single recalled vehicle in their area — whether Cargill had sold or serviced it, whether it was new or used. They even delivered a loaner car to one customer who lives more than 50 miles from the dealership."
Doan Chevrolet has also showed "commitment" to customers, Barra said.
"Doan Chevrolet has worked to ensure that every single employee — whether they work in sales, service or support — is fully informed about the recalls," she said. "When a customer speaks to the dealership, in person or on the phone, he or she is assured of accurate and up-to-date information.
"These are just a few examples of the commitment our dealers are showing. So, thanks to all the GM dealers who are living our values and putting the customer first in everything they do."
Barra also announced that GM is creating a new "Global Product Integrity" organization within its Global Product Development arm.
"This new organization will build on the formula and specific actions we have taken in recent years to lead the industry in vehicle dynamics," she said. "We will mirror this approach to focus on safety performance. Our goal is to ensure the highest levels of execution consistently across all our vehicles."
The company's culture has changed, Barra said.
"Our focus is no longer on survival," she said. "We are more focused on quality and doing what is right for the customer than at any time in my 33 years with the company. A prime focus right now for me and a core group of people is on taking care of the customers involved in the ignition switch recall and getting their cars fixed as soon as possible."
Edmunds says: Dealers are the critical link between the customer and the company in the GM recall. Many are going above and beyond the call of duty.