WYou identified a potential safety issue with your product and conducted an investigation. You worked closely with your regulator to plan for and execute a recall. Your team worked tirelessly to communicate with consumers and fix the issue. Then the regulator closed the recall. And you moved on.
Or so you thought.
The National Highway Transportation Safety Administration recently launched separate investigations into whether two GM recalls conducted years ago were inadequate. Most recently, the NHTSA announced it’s looking into the 2014 recall of defective seat belts that dealers were ordered to replace in 1.4 million crossover SUVs. Two weeks before that, the regulator opened a probe into whether GM’s 2016 recall of some 3,000 small pickup trucks should have included another 115,000 pickups made the year before.
while there’s been no formal announcement of new – or relaunched – recalls yet, GM is now reliving two recalls it once considered complete. More bad publicity, lawsuits, fines and other regulatory action may be ahead for the automaker.
We certainly don’t have all the details behind the 2014 and 2016 recalls, but our experience managing recalls for car makers and other companies over the years tells us that GM’s intentions were likely in the right place throughout this process: chiefly protecting consumers and following all the regulatory rules to the letter.
Regardless of the outcome of these new investigations, , they provide an important teachable moment for all manufacturers who are planning for or facing recalls in 2019:
Managing a recall is an extremely complex ordeal. We should know; at Stericycle we handle about 1,000 a year of all types and sizes. by learning from your experience and that of other companies, you can minimize your exposure and actually emerge from a recall with stronger trust and support from your customers.
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