Thursday, March 27, 2014

Video: GM CEO answers customers' recall questions

Hello, I'm Mary. How may I help you?

General Motors CEO Mary Barra on Wednesday took to GM's FastLane blog today, as well as GM's YouTube channel and video blog, with a series of short videos answering specific questions about the company's ignition switch recall.

It was featured on FastLane complete with a photo of a headset-wearing Barra. The photo showed Barra visiting the company's recently expanded customer service center in Warren, where GM consolidated call centers and redesigned its processes for responding to customer problems.

The former GM global product chief and human resources leader visited the call center for half an hour and listened to customer calls, GM spokesman Greg Martin said.

"As she has said in many messages, the company will be measured how it responds to this recall and takes care of its customers," Martin said.

Barra wrote in the blog: "Whether it's to our call center, on social media or by email, we've received a lot of questions about the ignition switch recall since announcing it in late February, and I want to take a moment to respond to you, our customers."

Following that are five videos "where I answer some of your most pressing questions about the recall," she wrote.

To the most pressing question for owners -- "Is my car safe to drive?" -- Barra responds that "the simple answer" is "yes." She says that "GM engineers have done extensive analysis to make sure if you only have the key — or the key on only the ring — that the vehicle is safe to drive. In fact, when they presented this to me, the very first question I asked was would you let your family, your spouse, your children drive these vehicles in this condition? And they said yes."

Here are the videos:

• Is my car safe to drive?

• When can I get my car fixed?

•Why the delay announcing the recall?

• Can we be sure this won't happen again?

• Message to customers

Barra closes by telling people that to get a "full list of vehicles affected by the ignition switch recall and what to do if your vehicle is included, please visit the Ignition Switch Safety Information on"

Contributing: Nathan Bomey, Detroit Free Press

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