Downloaded from www.Manualslib.com manuals search engine 1 GM PARTICIPATION IN BETTER BUSINESS BUREAU
MEDIATION/ARBITRATION PROGRAM*
t Our experience has shown that the Customer Satisfaction Procedure de\
scribed earlier in
this section has been very successful in achieving customer satisfact\
ion. If you have
discussed a concern with your Dealership management and have no\
t
been able to
resolve it, let us know. Questions and concerns are resolved most efficiently if you
telephone or write directly
to our offices as described. However, if you have not been
substantially satisfied, Caddlac wants you
to be aware of GM's voluntary participation
in ano-charge mediation/arbitration program called BBB
AUTO LINE. This prograrn
is administered by the Council of Better Business Bureaus through local Better Business
r Bureaus. It can resolve individual disputes involving vehicle repairs and th\
e
interpretation of your New Vehicle Limited Warranty.
We prefer that you not resort to BBB
AUTO LINE until after a final decision is made
. i under the Customer Satisfaction Procedure. However, you may fide\
a claim at any time
by contacting your local Better Business Bureau (BBB)
or calling the following 24 hour
toll-free number
to obtain the telephone number of your nearest BBB office:
I-
r I 1-800-955-5 100. For further information about filling a claim, you may also write to:
i
BBB AUTO LINE
Council of Better Business Bureaus
Suite
800
Arlington, Virginia 22203
'r 4200 Wilson Boulevard
I--
In order to file a claim, you will have to provide your name and address,\
the vehicle
identification number (VIN) of your vehicle, and a statement \
of the nature of your
complaint. BBB
staff may try to help resolve your dispute through mediation. If
mediation is not successful, or if you do not wish to participate in mediation, eligible
' customers may present their case to an impartial third party arbitrator at an informal
hearing. The arbitrator will render a decision in
your case, which you may accept or
f reject. If you accept a valid arbitrator decision, Cadillac will be bound \
by that decision
( The entire dispute settlement process should ordinarily take abo\
ut40 days from the time
you
file your complaint to the time a decision is rendered (or 47 days if you did not first
contact your dealership or Cadillac).
believe
it offers advantages over courts in most jurisdictions because it is fast, free of
charge, and informal (lawyers are not usually present, although you may retain one at
your expense
if you choose). Arbitrators make decisions based on the principles\
of
' fairness and equity. They arenotrequired to duplicate the functions of courts by strictly
applying state or federal law.
If you wish to go to court however, we do not require that
you first file a claim with BBB AUTO LINE ** unless state law provides otherwise.
i Whatever your preference may be, remember that if you are unhappy with the results of
BBB
AUTO LINE, you can still go to court because an arbitrator's decision is binding
on Cadillac but not on you unless you accept it.
r-
1, ' We encourage you to use this program before or instead of resorting to the courts. We
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r
SERVICE PUBLICATIONS
Informationonhow to obtain Produet Service Publ&iti~, subscriptions, Indexes and
summaries as describedbelow is applicable only in the fifty US. states (and the District
fo Columbia) and only for cars
and light lrucks with GVWR less than 10,OOO pounds
(4 536 kg).
In Canada, information pertaining to Product Service Bulletins and Indexes can be
obtained by writing to: General Motors of Canada Limited, Service Publications
Department,
1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7.
Cadillac regularly sends its dealers useful service bulletins about Cadillac products.
Cadillac monitors product performance in the field. We
then prepare bulletins for
servicing our products better, Now, you can get these bulletins too.
Bulletins cover various subjects. Some pertain to the proper use and care of your
vehicle. Some describe costly repairs. Others describe inexpensiv\
e repairs which,
if
done on time with the latest parts, may avoid future costly repairs. Some bulletins tell a
technician how
to repair a new or unexpected condition. Others describe a quicker way
to
fix your vehicle. They can help a technician service your vehicle better.
Most bulletins apply to conditions affecting a small number of vehicles Your Cadillac
dealership
or a qualified technician may have to determine if a specific bulletin applies
to your vehicle.
You can subscribe
to all Cadillac bulletins. This way you’ll get them as they come out.
You can wait a while and get an index to
the bulletins. You can also get individual
bulletins. However, you’ll need the index to identify
them.
Subscriptions
You can subscribe to all Cadillac Product Service Publications (PSPs). This will include
bulletins for
dl cars sold by Cadillac and will not be limited to PSPs applicable to any
particular model. When you buy a subscription, you will receive the PSPs in periodic
mailings shortly aftex they come out. A subscription costs $100.00 U.S. ($110.00
including a special binder) and it entitles you to all PSPs published by Cadillac during
that model year. You can purchases a subscription by sending a\
check or money order
to
Cadillac Service Publications, Post Office Box 07130, Detroit, Michigan 48027, along
with
the order form located on page 15. Your may get additions subscription ordering
forms by calling the toll-free number shown in this section or your can find them at
participating dealerships.
Individual PSPs
If you don’t want to buy all the PSPs issued by Cadillac for all models in the mo\
del year,
you can buy individual PSPs such
as those which may pertain to a particular model. To
do this, you will fit need to see our index of PSPs. It provides a variety of information.
Here’s what you’ll
find in the index and how you can get one.
