GM Call Center Sees Double, Upton Prepares For Hearing
Automotive News posits an earlier recall would have prevented a majority of fatalities tied to the 2005 – 2007 Chevrolet Cobalt’s ignition switch. According to their research, seven of the eight deaths occurred after April of 2006, when the improved switch was quietly introduced into the supply stream; one of the four fatalities linked to 2003 – 2007 Saturn Ions was found to have occurred after the April 2006 improved part introduction, as well.
Among other findings, only one of the eight Cobalt fatalities did not factor alcohol or seat belts into the equation, two of the eight deaths — one under “Old GM,” one under “New GM” — led to lawsuits that were settled prior to the February 2014 recall, and that some of the families found in their research never had any contact with the automaker.
The findings come from an AN article that examined the timing of various fatalities involving crashes with the Chevrolet Cobalt, with AN’s Nick Bunkley writing
“The research indicates that all of the deaths involved cars built before the switch was redesigned; had GM simultaneously elected to recall the cars, repairs could have been performed before a majority of the fatal crashes happened. It also shows that only one of the 12 deaths occurred after GM emerged from bankruptcy protection in July 2009.”
The Detroit News reports United States Senator Richard Blumenthal of Connecticut penned a letter to General Motors CEO Mary Barra urging her to warn drivers of affected 2003 – 2007 Chevrolet, Pontiac and Saturn products to park their vehicles until the ignition switch linked to the recall is fixed, and the vehicles no longer “present urgent danger” to the general public:
I urge you to issue a stronger warning to drivers of recalled vehicles of the acknowledged risk they are facing, including a warning not to drive recalled cars. This warning should be issued as soon as possible — in advance of your testimony before the subcommittee.
The letter follows a similar call from Texas lawyer Robert Hilliard, who is representing 15 families in a class action suit before federal court, claiming that the public need not even drive the affected vehicles to be affected by the recall. The suit, headed by the Silvas family over loss of resale value in opposition to loss of life as experienced by the other families, will be heard April 4.
Bloomberg reports calls to GM’s Customer Engagement Center in Warren, Mich. — opened in 2013 to improve service and customer retention — have doubled during peak hours since the recall began, as explained by senior vice president for global quality and customer experience Alicia Boler-Davis:
Since GM announced the ignition switch recall, the center has seen more than double the amount of calls during peak times from typical daily call volumes. Up to 100 dedicated, specially trained advisors have been available to quickly assist customers with questions on this issue alone, bringing down the average wait time to less than a minute.
Boler-Davis is among those under the gun by customers and critics alike, Detroit Free Press reports, along with GM vice president of global engineering John Calabrese, global product chief Mark Reuss, and vice president of global safety Jeff Boyer. For her, the customer center is one of the ways GM is hoping to restore confidence in their products:
It shows that we’re available, we’re here to help. We’re wanting to be accessible to them, whether it’s through telephone, whether its through social media, whether they’re wanting to send us e-mails.
The appointment of Boyer to the newly created global safety post also aims to improve the automaker’s image before the general public, according to Reuss:
Jeff is a passionate safety zealot, and he really has been involved with just about every part of the car, including interiors and the computer data engineering of safety.
Back in Washington, D.C., U.S. Representative and House Energy and Commerce Committee chairman Fred Upton of Michigan told Detroit Free Press that he and his colleagues were “very surprised with the revelations that came forward the last couple of weeks” from the various investigations into the recall crisis, and plans to spend the weekend with his staff poring over more than 5,000 documents supplied by GM related to the recall prior to the hearing with Barra and National Highway Traffic Safety Administration acting administrator David Friedman April 1:
I don’t know what the response is going to be. Those questions are going to get asked on Tuesday. We don’t have any predisposed conclusions on where this is going. Everything is on the table. We’re going to find out the answers as we should.
Join the conversation
Latest Car ReviewsRead more
Latest Product ReviewsRead more
- ToolGuy CXXVIII comments?!?
- ToolGuy I did truck things with my truck this past week, twenty-odd miles from home (farther than usual). Recall that the interior bed space of my (modified) truck is 98" x 74". On the ride home yesterday the bed carried a 20 foot extension ladder (10 feet long, flagged 14 inches past the rear bumper), two other ladders, a smallish air compressor, a largish shop vac, three large bins, some materials, some scrap, and a slew of tool cases/bags. It was pretty full, is what I'm saying.The range of the Cybertruck would have been just fine. Nothing I carried had any substantial weight to it, in truck terms. The frunk would have been extremely useful (lock the tool cases there, out of the way of the Bed Stuff, away from prying eyes and grasping fingers -- you say I can charge my cordless tools there? bonus). Stainless steel plus no paint is a plus.Apparently the Cybertruck bed will be 78" long (but over 96" with the tailgate folded down) and 60-65" wide. And then Tesla promises "100 cubic feet of exterior, lockable storage — including the under-bed, frunk and sail pillars." Underbed storage requires the bed to be clear of other stuff, but bottom line everything would have fit, especially when we consider the second row of seats (tools and some materials out of the weather).Some days I was hauling mostly air on one leg of the trip. There were several store runs involved, some for 8-foot stock. One day I bummed a ride in a Roush Mustang. Three separate times other drivers tried to run into my truck (stainless steel panels, yes please). The fuel savings would be large enough for me to notice and to care.TL;DR: This truck would work for me, as a truck. Sample size = 1.
- Art Vandelay Dodge should bring this back. They could sell it as the classic classic classic model
- Surferjoe Still have a 2013 RDX, naturally aspirated V6, just can't get behind a 4 banger turbo.Also gloriously absent, ESS, lane departure warnings, etc.
- ToolGuy Is it a genuine Top Hand? Oh, I forgot, I don't care. 🙂
Think putting Kate Upton up on stage would help mitigate this problem substantially and is a brilliant move, maybe Bara is the right leader, or without reading the article or other comments am I on the wrong path?
Should buy the cars back at market value. And quit the cover ups, blame shifting, and passing the buck. Too many think GM is a 'public utility' that provides jobs, but people should do their jobs well, not just 'collect pay' and do nothing all day.