1993 GMC SIERRA Owners Manual

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PO209
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Customer Assistance Information
i Section
Here you will find out how to contact GMC Truck if you need assistance.
This section also tells you
how to obtain service publications and how to
report any safety defects.
Customer Satisfaction Procedure
........................................................................\
. 8-2
Customer Assistance for HearinglSpeech Impaired
........................................... 8-3
GM Participation in Better Business Bureau MediatiodArbitration Program .... 8-3
Reporting Safety Defects
........................................................................\
.............. 8-4
Roadside Assistance ........................................................................\
.................... .8-5
Service Publications
........................................................................\
...................... 8-6
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Customer Assistance Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and GMC Truck.
Normally, any concerns with the sales transaction or the operat\
ion of your
vehicle will be resolved by your dealer’s Sales or Service \
Departments. Sometimes, however, despite the best intentions of all concerned\
,
misunderstandings can occur. If your concern has not been resolved
to your
satisfaction, the following steps should be taken:
STEP ONE -Discuss your concern with a member of dealership
management. Complaints can often be quickly resolved at that le\
vel. If the
matter has already been reviewed with the Sales, Sewice, or Pa\
rts Manager,
contact the owner of the dealership or the General Manager.
STEP TWO -If after contacting a member of Dealership Management, it
appears your concern cannot be resolved by the dealership witho\
ut further
help, contact the GMC Truck Consumer Relations Manager by calli\
ng 1-800-GMC-TRUCK
(1 -800-462-8782). In Canada, contact the GM of Canada
Customer Assistance Center in Oshawa by calling 1-800-263-3777 (\
English) or
1-800-263-7854 (French).
In Mexico, call (525) 254-3777. In Puerto Rico or
US. Virgin Islands, call
1-809-763-1315.
In all other overseas locations, contact GM International
Export Sales in Canada by calling 1-41 6-644-4112.
For prompt assistance, please have the following information ava\
ilable
to give
the Customer Assistance Representative:
Your name, address, telephone number
Vehicle Identification Number (This is available from the vehic\
le registration or title, or the plate attached
to the left top of the instrument
panel and visible through the windshield).
Dealership name and location
Vehicle delivery date and present mileage
Nature of concern
We encourage you
to call the toll-free number listed previously in order to
give your inquiry prompt attention. Information on offices outsi\
de the U. S.
which can assist you can also be found in the Warranty and Owner
Assistance Information booklet.
If you need to contact us in writing, please contact Consumer Relations by
writing: GMC Truck,
31 E. Judson Street 1607-07, Pontiac, Michigan
48342-2230.
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When contacting GMC Truck, please remember that your concern wi\
ll likely be resolved in the dealership, using the dealership’s facilit\
ies, equipment and personnel. That is why we suggest you follow Step One first
if you have a
concern.
Customer Assistance for the Hearing or
Speech Impaired (TDD)
To assist owners who have hearing difficulties, GMC Truck has inst\
alled
special TDD (Telecommunications Devices for the Deaf) equipment\
at its
Customer Assistance Center. Any hearing or speech impaired custo\
mer who
has access to a TDD or conventional teletypewriter (TTY) can \
communicate
with GMC Truck by dialing:
In the United States
..................................................................... 1 -800-GMC-TKTD
In Canada
........................................................................\
................. 1-800-263-3830.
GM Participation in Better Business
Bureau Mediation/Arbitration Program*
*This program may not be available in all states, depending on\
state law.
Canadian owners refer to your Warranty and Owner Assistance Inf\
ormation
booklet.
General Motors reserves the right to change eligibility limitati\
ons and/or to
discontinue its participation in this program.
Our experience has shown that the Customer Satisfaction Procedur\
e
described earlier in this section has been very successful in \
achieving
customer satisfaction. However,
if you have not been substantially satisfied,
GMC Truck wants you to be aware of GM’s voluntary participa\
tion in a
no-charge mediationlarbitration program called BBB AUTO LINE. This program
is administered by the Council of Better Business Bureaus through local
Better Business Bureaus. The program can resolve individual disp\
utes
involving vehicle repairs and the interpretation of your New Vehicle Limited
Warranty.
We prefer that you not resort to BBB AUTO LINE until after a fi\
nal .decision
is made under the Customer Satisfaction Procedure. However, you \
may file a
claim at any time by contacting your local Better Business Bur\
eau (BBB) at
the following toll-free number: 1-800-955-5100. For further infor\
mation about
filing a claim, you may also write to: BBB AUTO
LINE, Council of Better
Business Bureaus, 4200 Wilson Boulevard, Suite 800, Arlington, V\
irginia
22203.
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Customer Assistance Information
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 reject.
If you accept a
valid arbitrator decision, GM will be bound by that decision. The entire dispute
settlement process should ordinarily take about
40 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 dealer or GMC Truck).
We encourage you
to use this program before or instead of resorting to the
courts. We 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 principals of fairness \
and equity, and
are not required
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. 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 GM but not on you, unless you
accept
it.
Eligibility is limited by vehicle agelmileage and other factors. For further
information concerning the program, call the BBB at 1-800-955-51\
00. You may
also call GMC Truck’s Customer Relations Manager.
*Some states may require that you file a claim with BBB AUTO \
LINE before resorting
to state-operated procedures (including court),
Reporting Safety Defects to the United
! Ites Government
If you believe that your vehicle has a defect which could cause \
a crash or
could cause injury or death, you should immediately inform the \
National Highway Traffic Safety Administration (NHTSA), in addition
to notifying General
Motors.
If NHTSA receives similar complaints, it may open an investigation, and if it
finds that a safety defect exists in a group of vehicles, it may order a recall
and remedy campaign. However, NHTSA cannot become involved in individual
problems between you, your dealer, or General Motors.
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To contact NHTSA, you may either call the Auto Safety Hotline tol\
l-free at
1-800-424-9393
(or 366-0123 in the Washington, D.C. area) or write to:
NHTSA, U.S. Department of Transportation, Washington, D.C. 20590. You can
also obtain other information about motor vehicle safety from t\
he Hotline.
Reporting Safety Defects to the
Canadian Government
If you live in Canada, and you believe that your vehicle has a safety defect,\

you should immediately notify Transport Canada, in addition to notifying
General Motors
of Canada Limited. You may write to: Transport Canada at
Box 8880, Ottawa, Ontario K1G 3J2.
Reporting Safety Defects to General
Motors
In addition to notifying NHTSA (or Transport Canada) in a situation like this.
we certainly hope you'll notify us. Please call us at 1-800-GMC-TR\
UCK
(1-800-462-8782),
or write: GMC Truck, Consumer Relations, 31 E. Judson
Street 1607-07, Pontiac, Michigan 48342-2230. In Canada, please \
call us at 1-800-263-3777 (English)
or 1-800-263-7854 (French). Or, write: General
Motors of Canada Limited, Customer Assistance Center, 1908 Colonel Sam
Drive, Oshawa, Ontario L1H 8P7.
Roadside Assistance
GMC Truck's Roadside Assistance provides stranded owners with
over-the-phone roadside repairs
or towing service for disabled vehicles. This
service combines the efforts of technically trained telephone representatives
with a network of GMC Truck's dealer services.
Just dial GMC Truck Roadside Assistance at 1-800-GMC-TRUCK
(1 -800-462-8782)
to reach a qualified representative who can assist you in
repair
or arrange a tow. Other recommended services can also be arranged
for situations such as retrieving locked-in keys, changing a tire, or delivering
gasoline, at a charge
to the owner. We also provide dealer information at no
charge such as location of the nearest GMC Truck dealer and their hours
of
operation.
Roadside Assistance is available 24 hours a day, seven days a \
week, 365
days a year, including weekends and holidays. Should you have \
any
questions about Roadside assistance, call the GMC Truck Roadside
Assistance Center
or Contact your dealer.
In Canada, call 1-800-268-6800 for details on Roadside Assistance.
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Customer Assistance Information
Service Publications
Information on how to obtain Product Service Publications, Subsc\
riptions and
Indexes as described below is applicable only in the fifty
US. states (and the
District of Columbia) and only for light trucks with GVWR less than
10,000
pounds (4536 kg).
In Canada, information pertaining to Product Service Bulletins a\
nd Indexes
can be obtained by writing to: General Motors of Canada Limited, Service
Publications Department, 1908 Colonel Sam Dr., Oshawa, Ontario
L1 H 8P7.
GMC Truck regularly sends its dealers useful service bulletins \
about GMC
Truck products. GMC Truck monitors product performance in the f\
ield. 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 us\
e and care
of
your vehicle. Some describe costly repairs. Others describe inex\
pensive 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 trucks. Your
GMC Truck dealer or a qualified technician may have
to determine if a
specific bulletin applies to your vehicle.
You can subscribe to all GMC Truck bulletins. This way you’ll g\
et 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 GMC Truck Product Service Publications (P\
SP’s).
This
will include bulletins for all light trucks (less than 10,000 Ibs. [4536 kg]
GVWR)
sold by GMC Truck and will not be limited to PSP’s applicable to any
particular model. When you buy a subscription, you
will receive the PSP’s in
periodic mailings, shortly after they come out.
A subscription costs US.
$75,00 ($85.00 including a special binder) and it entitles you to all PSP’s
published by GMC Truck during the model year. You can purchase a
subscription by sending a check or money order to GMC Truck Service
Publications, Post Office Box 436006, Pontiac, Michigan 48343 al\
ong with the
order form located at the end of this section. You may get additional
subscription ordering forms by calling the toll-free number show\
n in this
section, or you can find them at participating dealerships.
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