Ignition Switch Recall – Owner Communication With Offer: Repair Completion Deadline... Page 1 of 2

Date: 11/05/2014

Ref. number: Service / Service Operations / G_0000203911

Subject: Ignition Switch Recall – Owner Communication With Offer: Repair Completion Deadline Extended Through 1/1/2015

To: Chevrolet, Buick, GMC, and Cadillac Dealers
As previously communicated in GlobalConnect message G_0000203555 , General Motors recently mailed out a required recall notification to affected Cobalt, HHR,
Sky, Solstice, ION, and G5 owners who have not yet completed the Ignition Switch Recalls listed below:
1.
2.
3.
4.
5.

13454
14063
14092
14113
14133

Ignition
Ignition
Ignition
Replace
Replace

Switch ('05-'07 Cobalt, G5, Pursuit)
Switch ('03-'07 HHR, Sky, Solstice, ION)
Switch ('08-'11 Cobalt, G5, HHR, Sky, Solstice)
Ignition Lock Cylinder and Ignition Key
Ignition Key

This Recall Communication offered a $25 gift card to the owner if they schedule an appointment at a dealership and have the repair completed by December 1,
2014. Based on Dealer feedback, to assist with scheduling needs and ease service capacity issues, we have extended the deadline for eligibility for the offer to
now require completion of the recall repair by January 1, 2015. This additional time should make it possible to schedule customer appointments so that eligible
customers will receive the offer. It remains extremely important, however, that these safety repairs be completed as soon as possible. We ask that you prioritize
your service work appropriately.
This offer is intended to motivate owners who have not had the repair completed to contact a dealership. The offer is available only to affected owners who had
not completed the Ignition Switch Recall repair by October 23, 2014 and who are listed on the manifest list. No special dealer action is required to initiate the gift
card fulfillment process to the customer - dealer submission of the regular labor operation associated with the recall will begin the process. It is extremely
important, however, that dealers promptly submit these labor operations to make sure the gift card is promptly fulfilled for the customer.
Key Dates:
Letters in home week of October 27th.
Owners are encouraged to contact a dealer by December 1st to schedule an appointment for vehicle repair.
Owners have until January 1, 2015 to have their vehicle repaired.
Dealers will have until January 12, 2015 to process the recall repair claim in order for the owner to receive the gift card offer.
Owners will receive an invitation to select a gift card within within 1-2 weeks after the dealership submits the warranty claim for the repair.
Creative:
The main message to owners is that Ignition Switch Recall parts are now available and that they should contact a dealership to schedule an appointment
to complete the repair. The communication will also remind owners that courtesy transportation options are available while their vehicle is being repaired.
English and Spanish language is included in all creative.
Gift Card Eligibility:
Ignition Switch Recall vehicle owners that have their vehicle repaired between October 23, 2014 and January 1, 2015.
Gift Card Process:
Owner must have their vehicle repaired between October 23 2014 and January 1, 2015.
Each week, a data file of completed repairs will be provided to the gift card vendor.
Owner will receive either a letter or email containing a unique gift card code.
Owner will then need to log onto: www.gmrewardscards.com/giftcard (site will be live on November 7, 2014) and enter their gift card code and PIN
number. The customer communication will also include a toll-free number to the Rewards Card call center for questions.
Owner will select one of seven national retailers for their $25 gift card (Amazon, AMC, Applebee's, Bass Pro Shops, Red Robin, Starbucks, Walmart).
Owner will receive the $25 gift card of their choice in the mail within 3-5 weeks after submitting their order.
Dealer Action Plan:
1. Access Manifest List: Manifest Name: Ignition Recall $25 Gift Card Offer
• Derived Fields: Year, Make, Model, VIN, Email and Phone
2. Link to GMProgramInfo.com Readiness Guide
• Download phone scripts and email follow ups
3. Upon completing repair of the owner’s vehicle, submit the claim via Global Warranty Management using the standard labor op code specified in the
recall bulletin. Timely submission of the warranty claim will make the gift card process faster for the vehicle owner. All recall repair claims must be
submitted no later than January 12, 2015 for the owner to receive the gift card offer.
Dealership personnel may contact the Dealer Business Center (DBC) at 1-888-414-6322, Prompt 3, Prompt 1, with questions.

FAQs: Ignition Switch Recall Communication Program
1. What is the purpose of the new Recall Direct Mail Communication?
To motivate select owners who have not yet completed the Ignition Switch Recall repair by sending them a direct mail piece with a $25 gift card offer. The
communication includes both English and Spanish languages.
2. Which owners are receiving the $25 gift card offer?
Owners who have not yet completed the Ignition Switch Recall (as of October 23, 2014) on the following vehicles:
2005-2010 Chevrolet Cobalt
2006-2011 Chevrolet HHR
2007-2010 Pontiac G5
2006-2010 Pontiac Solstice
2003-2007 Saturn ION
2007-2010 Saturn Sky

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Ignition Switch Recall – Owner Communication With Offer: Repair Completion Deadline... Page 2 of 2

3. Are other recalls eligible for this offer?
No – only eligible owners (who had not had their repair performed as of October 23, 2014) affected by the following recalls qualify:
13454 Ignition Switch ('05-'07 Cobalt, G5, Pursuit)
14063 Ignition Switch ('03-'07 HHR, Sky, Solstice, ION)
14092 Ignition Switch ('08-'11 Cobalt, G5, HHR, Sky, Solstice)
14113 Replace Ignition Lock Cylinder and Ignition Key
14133 Replace Ignition Key
4. When do the owners who receive the communication need to complete their recall repair in order to receive the $25 gift card?
The communication tells owners that they have until December 1, 2014 to have their vehicle repaired. However, to assist with scheduling needs and ease service
capacity issues, eligible owners are encouraged to contact a dealer to schedule an appointment by December 1, 2014 and must have their recall completed by
January 1, 2015 in order to be eligible to receive the Gift Card offer.
5. When does the dealer need to process the recall claim in order for the owner to receive the gift card?
Dealers will have until January 12, 2015 to process the recall repair claim in order for the owner to receive the gift card offer.
6. Does the dealer or owner need to do anything to initiate the gift card process once the vehicle has been repaired?
No. Once the vehicle is repaired and the claim is processed, GM will pull a weekly file to identify those who have completed the recall and initiate the redemption
process.
7. How does the customer redeem the offer once they have completed their repair?
Once the owner completes the repair and the claim is processed, the owner will receive an email or direct mail communication within 1-2 weeks with directions
on how to select the gift card of their choice. They will need to log onto www.gmrewardscards.com/giftcard and enter their unique gift card code and PIN number
provided in the email or direct mail they received.
8. What are the $25 gift card options that the owners have to choose from?
There are seven national retailers for them to choose from:
Amazon
AMC
Applebee's
Bass Pro
Red Robin
Starbucks
Walmart
9. How long will it take for the owner to receive their gift card, once they have made their selection on the website?
Owners will receive the $25 gift card of their choice in the mail within 3-5 weeks.
10. When will the first notifications begin to go out for owners to redeem their gift cards?
The first notifications will go out beginning November 10 for those owners who have completed their repairs. The website for owners to select their gift card will
be live prior to that date.
11. How long do customers have to select their gift card once they have received their email or direct mail notification?
Owners have until March 1, 2015 to select their gift card.
12. Is there a manifest list available for dealers to assist them in following up with the owners?
Yes. The manifest list is named: Ignition Recall $25 Gift Card Offer. It provides information on the owner’s vehicle (Year, Make, Model, and VIN) along with their
email address and phone.
13. What happens if an owner claims they lost their code or letter?
Owners will need to log onto www.gmrewardscards.com/giftcard (site goes live on 11/7/14) and follow directions for how to claim their card.
14. What if an owner already completed their recall repairs before they received the gift card offer communication?
They will still qualify for the gift card offer, as long as they received the communication from GM.
15. What if an owner repaired their recall earlier and wasn’t included in the offer communication, but heard about the gift card?
With any offer to a select group of owners, we anticipate getting requests from owners who are not eligible for this offer. These could come from owners who
have already had the ignition switch repair completed earlier, owners who have had other recalls, or other owners in general. Here are the guidelines:
For customers who have already had the ignition switch recall repair completed and proactively contact a dealer or the contact center requesting the gift
card, we can offer a $25 service maintenance certificate for use at one of our dealerships. The dealer should submit the certificate like any other
goodwill offer via the Dealer Empowerment Tool, using a unique labor op code. We will honor these requests through December 31, 2014.
For any other customers, we will not be able to offer a gift card.

Message Attachment(s):
11-05-14 Copy of this message G_0000203911 - Ignition Switch Recall Owner Communication With Offer - Repair Completion Deadline
Extended Through 1-1-2015.pdf Acrobat PDF (23.24KB)
Contact name: Dealer Business Center (DBC)
Department: Customer Care & Aftersales WHQ

E-Mail:
Phone: 1-888-414-6322, Prompt 3, Prompt 1

Intended roles: Dealer, Dealer Principal, General Manager, Parts & Service Director, Parts Manager, Service Manager
Archives: 12/05/2014

Expires: 11/05/2020

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11/5/2014