1993 PONTIAC BONNEVILLE Owners Manual

Maintenance Schedule
Section E: Maintenance Record [cant.]
DATE ODOMETER
READING SERVICED BY MAINTENANCE PERFORMED
ProCarManuals.com

Here you will find out how to
contact Pontiac
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
Information
Customer Satisfaction Procedure .................................... .298
Customer Assistance for the Hearing or Speech Impaired.
................ .299
BBB MediatiodArbitration Program ................................. .300
Reporting Safety Defects .......................................... .302
Pontiac Roadside Assistance Program ................................ .303
Service Publications ............................................. .304
c
297 ...
ProCarManuals.com

Customer Assistance Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are
important to your dealer and Pontiac.
Normally, any concern 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 concern 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 concern cannot be resolved
by the dealership without further help,
contact the Pontiac Customer Assistance
Center by calling 1-800-PM CARES. In
Canada, contact
GM of Canada
Customer Assistance Centre 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
U.S. Virgin Islands, call
1-809-763-1315. In all other overseas
locations, contact GM International
Export Sales in Canada by calling
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 concern
mileage
... 298
ProCarManuals.com

We encourage you to call the toll free
number listed previously in order to
give your inquiry prompt attention.
However, if
you wish to write Pontiac,
write to:
United States
Pontiac Division Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340
Canada
General Motors of Canada Limited
Customer Assistance Centre 1908 Colonel
Sam Drive
Oshawa, Ontario L1H 8P7
A listing of all Pontiac Zone Offices and
offices outside the U.S. which can assist
you can also be found in the warranty
booklet. When contacting Pontiac,
please
remember that your concern 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
concern.
Customer Assistance Fior the
Hearing or Speech Impaired
0
To assist owners who have hearing
difficulties, Pontiac has installed special
TDD (Telecommunication Devices for
the Deaf) equipment at its Customer
Assistance Center. Any hearing or speech
impaired customer who has access to a
TDD or a conventional teletypewriter
(TTY) can communicate with Pontiac by
dialing: 1-800-TDD-PONT. (TDD users
in Canada can dial 1-800-263-3830.)
299
r
ProCarManuals.com

Customer Assistance Information
GM Participation In Better
Business Bureau
Mediationhlrbitration Program*
Our experience has shown that the
Customer Satisfaction Procedure
described earlier in this part has been
very successful
in achieving customer
satisfaction. However, if
you have not
been substantially satisfied, Pontiac
wants you to be aware of
GM’s
voluntary participation in a no-charge
mediatiodarbitration program called
BBB AUTO LINE. This program is
administered by the Council of Better
Business Bureaus through local Better
Business Bureaus.
It can resolve
individual disputes involving vehicle
repairs and the interpretation of your
New Vehicle Limited Warranty.
300
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
ProCarManuals.com

time you file your complaint to the time
a decision is rendered (or
47 days if you
did not first contact your dealer or
Pontiac)
.
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
agehileage and other factors. For
further information concerning the
program, call the
BBB at
1-800-955-5100. You may also call the
Pontiac 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$le
a claim with
BBB AUTO LINE before
resorting to state-operated
procedures (including court).
301 ...
ProCarManuals.com

Customer Assistance Information
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.
302
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
Box 8880
Ottawa, Ontario KlG 352
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
1-8OO-PM-CARES, or
write:
Pontiac Division Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340
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 Centre
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
ProCarManuals.com

Pontiac Roadside
Assistance Program
Security While Bu Travel
1-800-ROADSIDE - 1-800-762-3743
As the proud owner of a new Pontiac
vehicle, you are automatically enrolled
in the Pontiac Roadside Assistance
Program?’ This value-added service is
intended to provide you with peace of
mind as you drive in the city or travel
the open road.
Pontiac’s Roadside Assistance toll-free
number is staffed by a team of technically
trained advisors, who are available
24 hours a day, 365 days a year.
We
take anxiety out of uncertain
situations by providing minor repair information over
the phone or making
arrangements to tow your vehicle to the
nearest Pontiac dealer.
We will provide the following services
for 3 years/36,000 miles, at
no expense
to you:
Vehicle out of fuel
Keys locked in vehicle
Tow to nearest dealer for warranty
Change a flat tire
Jump starts
We have quick, easy access to telephone
numbers of the following services
depending on your needs:
Hotels
Glass replacement
Rental vehicles or taxis
Police, fire department or hospitals In many
instances, mechanical failures
are covered under Pontiac’s
comprehensive warranty. However, when other services are utilized, our
advisors will explain any payment
obligations you might incur.
Pontiac reserves the right to limit
services or reimbursement to
an owner
or driver when in Pontiac’s judgement
the claims become obsessive in
frequency or type of occurrence.
*In Canada, call 1-8OO-268-68OO for details
on Roadside Assistance.
303
ProCarManuals.com