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Mark Reuss Remarks on Fixing Chevy Volt Packs

Mark Reuss Remarks on Fixing Chevy Volt Packs

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Published by David Herron

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Published by: David Herron on Jan 06, 2012
Copyright:Attribution Non-commercial


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Mark Reuss prepared remarks on Volt Enhancements(Speaker¶s words are definitive)
Thanks, Mary.First of all, the team deserves a tremendous amount of thanks for spending countlesshours working to make sure we take care of our customers. This was a true team effort,and an unprecedented response by today¶s GM.When we announced our initial customer satisfaction initiative a few weeks ago, weknew we were throwing out the old playbook. Our owners deserve the best when itcomes to customer service. Our White Glove Volt Advisors have proven to be the mostimportant link in building a trusting relationship with our owners.Since news of the investigation broke, only about 250 of our nearly 8,000 owners haverequested either a loaner vehicle or a potential buy back. And that¶s no surprise; a recent third-party survey showed Volt customers are the mostsatisfied owners of any vehicle in America.One thing that¶s important to keep in mind: there have been no real-world incidents likethe one NHTSA experienced after its severe crash test. To reiterate: Not one.We stand by all the third party ratings that confirm Volt as a leader in customer safety. Among the many benefits and attributes we strive to provide our customers, safety issecond to none. It¶s the ultimate piece of standard equipment we can offer: And that¶speace of mind.I¶ve said that we will stop at nothing until all of our brands are recognized as customer service leaders. The actions we¶re taking on the Volt illustrate how we¶ll get there andhow serious we really are.Volt owners will be contacted when the modifications are available for their vehicle. Theenhancements are also being incorporated into the Volt manufacturing process asproduction resumes this month at Detroit-Hamtramck.We have treated this process with NHTSA with the highest level of urgency andseriousness from day one. For its part, NHTSA has certainly been very thorough in thisprocess and we have responded accordingly. The bar is very high.I want to thank all of those Volt owners who have stood by us during this experience. It¶sbeen very gratifying to read the comments posted on Facebook, Twitter and variousInternet message boards across the whole Internet.I read these forums almost every day and it¶s been an unbelievable response.I also want to thank our Chevrolet Volt dealers, who worked with us at every turn tomake sure our customers received the treatment they deserve. They, too, went above

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