1993 OLDSMOBILE SILHOUETTE Owners Manual

DATE ODOMETER
READING SERVICED BY MAINTENANCE PERFORMED
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Here you will find out how to contact
Oldsmobile if you need assistance.
This part also
tells you how to obtain
service publications and
how to report
any safety defects.
Part 8
Customer Assistance Infomation
Customer Satisfaction Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .298
Customer Assistance for the Hearing or Speech Impaired. . . . . . . . . . . . . . . . . .299
BBB MediatiodArbitration Program . . . . . . . . . . . . . . , . . . . . . . . . . . . . . . . . . .300
Reporting Safety Defects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .302
Oldsmobile Roadside Assistance Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .303
Service Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . - . . . . . . . . . . . . . . . . .304
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Customer Assistance lnfomatmn
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298
Customer Satisfaction Procedure
Your satisfaction and goodwill are
important to your dealer and
Oldsmobile. Normally, any problems
with the sales transaction or the
operation
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 problem with
a member
of dealership management.
Complaints can often be quickly
resolved at that level.
If the matter has
already been reviewed with the Sales, Service or
Parts Manager, contact the
owner
of the dealership or the General
Manager.
STEP TWO: If after contacting a
member of Dealership Management,
it
appears your problem cannot be
resolved
by the dealership without
further help, contact the Oldsmobile
Customer Assistance Network by calling
In Canada, contact GM of Canada
Customer Assistance Center in Oshawa
by calling 1-800-263-3777 (English) or
1-800-263-7854 (French).
In Mexico, call 254-17-86. In Puerto
Rico or
U.S. Virgin Islands, call
1-809-763-1315. In all other overseas
locations, contact GM International
Export Sales in Canada
by calling
1-800-442-6537.
1-416-644-4112,
For prompt assistance, please have the
following
information available to give
the Customer Assistance Representative:
Your name, address, telephone
number
Vehicle Identification Number (This is
available from the vehicle 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
Nature of problem
mileage
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I
In order to give your inquiry prompt
attention, please call the toll-free
number
listed above. However, if you
wish to write Oldsmobile, write to:
united states
Customer Assistance Representative
Oldsmobile Central Office
920 Townsend Street
P.O.
Box 30095
Lansing,
MI 48909
Canada
General Motors of Canada Limited
Customer Assistance Center 1908 Colonel
Sam Drive
Oshawa, Ontario LlH 8P7
A listing of all Oldsmobile Zone Offices
and offices outside the
U.S. which can
assist you can also be found
in the
warranty booklet. When contacting Oldsmobile, please
remember that your problem will likely
be resolved in the dealership, using the
dealership’s facilities, equipment and
personnel. That is why we suggest you
follow Step One first
if you have a
problem.
Customer Assistance Fbr the
Hearing or Speech Impaired
To assist owners who have hearing
difficulties, Oldsmobile has installed special TDD (Telecommunication
Devices for the Deaf) equipment in its
Customer Assistance Center. Any
hearing or speech impaired customer
who has access
to a TDD or a
conventional teletypewriter (TTY) can
communicate with Oldsmobile by
dialing: 1-800-TDD-OLDS. (TDD users
in Canada can dial 1-800-263-3830.)
II
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Customer Assistance ln$ioM*on
300
GM participation In Better
Business Bureau
MediationArMmtion
Program*
Our experience has shown that the
Customer Satisfaction Procedure
described earlier in this section has been
very successful in achieving customer satisfaction. However,
if you have not
been substantially satisfied, Oldsmobile wants you to be aware
of GM’s
voluntary participation in a no-charge
mediation/arbitration 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
disputes 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 final decision
is made under the Customer Satisfaction
Procedure. However,
you may file a
claim at any time by contacting your
local Better Business Bureau (BBB) at
the following toll-free number:
1-800-955-5100. For further information
about filing a claim,
you may also write
to:
BBB AUTO
LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
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
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decision is rendered (or 47 days if you
did not first contact your dealer or
Oldsmobile).
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 principles
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 hctors. For
further information concerning the
program, call the
BBB at
1-800-955-5100. You may also call the
Oldsmobile Customer Assistance
Center.
* This program may not be available in
all states, depending
on state law.
Canadian owners refer
to your warranty
booklet. General Motors reserves the right
to change eligibility limitations and/or to
discontinue its participation in this
program.
** Some states may require that you file a
claim with
BBB AUiV LNE before
resorting
to state-operated procedures
(including
court).
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302
Reporting Safety Defects to the United States 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.
To contact NHTSA, you may either call
the Auto Safety Hotline toll-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 the
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 Ltd.
You may write
to: Transport Canada
Box 8880
Ottawa, Ontario IUG 3J2
Repofling 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
1-800-442-6537, or
write:
Oldsmobile Customer
Assistance Network
P.O.
Box 30095
Lansing, Michigan 48909
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 LlH 8P7
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