1994 CHEVROLET ASTRO PASSENGER Owners Manual

Downloaded from www.Manualslib.com manuals search engine Customer Assistance Information
Section
Here you will find out how to contact Chevrolet 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 the Hearing or Speech Impaired (TDD) ..... 8-3
GM Participation in BBB AUTO LINE - Alternative Dispute Resolution
Program
................................................ 8-3
Reporting Safety Defects To The United States Government ....... 8-4
Reporting Safety Defects To The Canadian Government ..... ... 8-5
Reporting Safety Defects To General Motors ...
Roadside Assistance .......................
Courtesy Transportation ....................
Service Publications ........ .......
.............. 8-5
......... ... 8-6
..... ... 8-7
.............. 8-7
8-1

Downloaded from www.Manualslib.com manuals search engine Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and Chevrolet.
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. Normally, concerns 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 Chevrolet Customer Assistance Center by calling
1-800-222-1020. 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 (525) 254-3777. In Puerto Rico or
U.S. Virgin Islands, call
1-809-763-13 15. In all other overseas locations, contact
GM North
American Export Sales in Canada by calling 1-416-644-41 12. As of
October
4, 1993, call 1-905-644-4 1 12.
For prompt assistance, please have the following information available to
give
the Customer Assistance Representative:
Your name, address, home and business telephone number
0 Vehicle Identification Number (This is available from the vehicle
registration or title, or the plate at 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. However, if you wish to write
Chevrolet, write
to:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P. 0. Box 7047
Troy, MI 48007-7047
Refer
to your Warranty and Owner Assistance Information booklet for
addresses
of Canadian and GM overseas offices.
8-2

Downloaded from www.Manualslib.com manuals search engine When contacting Chevrolet, please remember that your concern wil\
l 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 customers who have hearing difficulties, Chevrolet has in\
stalled
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 Chevrolet by dialing: 1-800-TDD-CHEV
(1-800-833-2438). (TDD users in Canada can dial 1-800-263-3830\
.)
GM Participation in BBB AUTO LINE -
Alternative Dispute Resolution 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\
limitations and/or to discontinue its participation
in this program.
Both Chevrolet and your Chevrolet dealer are committed to makin\
g sure
you are completely satisfied
with your new vehicle. Our experience has
shown if a situation arises where you feel your concern has not been
adequately addressed, that the Customer Satisfaction Procedure de\
scribed
earlier
in this section is very successful.
There may be instances where an impartial third-party can assist
in arriving
at a solution to a disagreement regarding vehicle repairs or interpretation of
the New Vehicle Limited Warranty.
To assist in resolving these
disagreements Chevrolet voluntarily participates in BBB AUTO LINE.
BBB AUTO LINE is an out-of-court program administered by the B\
etter
Business Bureau system to settle disputes between customers and \
automobile manufacturers. This program
is available free of charge to
customers who currently own or lease
a GM vehicle.
If you are not satisfied after following the Customer Satisfaction Proc\
edure,
you may contact the BBB using the toll-free telephone number, or write
them at
the following address:
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite 800
Arlington, VA
Telephone: 1-800-955-5 100 22203
8-3

Downloaded from www.Manualslib.com manuals search engine To file a claim, you will be asked to provide your name and address, yo\
ur
vehicle identification number (VIN), and a statement of the nature
of your
complaint. Eligibility is limited by vehicle age and mileage, and other
factors.
We prefer you utilize the customer satisfaction procedure before yo\
u resort
to AUTO LINE, but you may contact the
BBB at any time. The BBB will
attempt to resolve the complaint serving as an intermediary bet\
ween you
and Chevrolet. If this mediation is unsuccessful, an informal hearing will be
scheduled where eligible customers may present their case to an\
impartial
third-party arbitrator.
The arbitrator will make a decision which you may accept or reject. If you
accept the decision,
GM will be bound by that decision. The entire dispute
resolution procedure should ordinarily take about forty days fro\
m the time
you file a claim until a decision is made.
Some state laws may require you to use this program before filing a claim
with a state-run arbitration program or in the courts. For further
information, contact the
BBB at 1-800-955-5 100 or the Chevrolet
Customer Assistance Center at 1-800-222- 1020.
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 investigat\
ion, 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 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 fr\
om the
Hotline.
a-4

Downloaded from www.Manualslib.com manuals search engine 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 K1G 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 1-800-222-1020 ,
or write:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.
0. Box 7047
Troy,
MI 48007-7047
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
8-5

Downloaded from www.Manualslib.com manuals search engine Chevrolet Roadside Assistance Program
To enhance Chevrolet's strong commitment to customer satisfaction,
Chevrolet is excited to provide the services of the Chevrolet/Geo Roadside
Assistance Center.
24-Hour Roadside Assistance Number
Roadside Assistance is available 24 hours a day, 365 days a year, by calling
1-800-CHEV USA (1-800-243-8872). This toll-free number will provide
you over-the-phone roadside assistance with minor mechanical prob\
lems.
If your problem cannot be resolved over the phone, our advisors h\
ave access
to a nationwide network of dealer recommended service providers. The
following services are available:
0 Towing
Locksmith
Tire repair
Rental car or taxi
0 Additional services as necessary
The Roadside Assistance Center uses companies that
will provide you with
quality and priority service. When roadside services are require\
d, our
advisors will explain
any payment obligations that may be incurred for
utilizing outside services.
For prompt assistance when calling, please have the following available to
give to the advisor:
Vehicle Identification Number
License plate number
0 Vehicle color
0 Vehicle location
Telephone number where you can be reached
0 Vehicle mileage
0 Description of problem
Canadian Roadside Assistance
Vehicles purchased in Canada have an extensive Roadside Assistan\
ce
program accessible from anywhere
in Canada or the U.S.A. Please refer to
the separate brochure provided
by the dealer or call 1-800-268-6800 for
emergency services.
8-6

Downloaded from www.Manualslib.com manuals search engine Courtesy Transportation
0 Chevrolet/Geo offers Courtesy Transportation for customers needing
warranty service. Courtesy Transportation will be offered in
conjunction with the coverage provided by the BUMPER TO
BUMPER New Vehicle Limited Warranty
to retail purchasers of 1994
Chevrolet/Geo passenger car and light duty trucks.
0 In Canada, please consult your GM Dealer for information on
courtesy transportation.
COURTESY TRANSPORTATION INCLUDES:
0 One way SHUTTLE RIDE for any warranty repair.
Up to $30 maximum daily VEHICLE RENTAL allowance for any
0 Up to $30 maximum daily CAB, BUS, or OTHER transportation
overnight
warranty repair up to
5 days.
allowance in lieu of rental for any overnight warranty repair up to
5
days.
0 Up to $10 daily FUEL allowance for rides provided by another person
(i.e., friend, neighbor, etc.) in lieu
of rental for any overnight warranty
repair up to
5 days.
Note: All Courtesy Transportation arrangements will be administered
by your ChevroletlGeo dealership service management. Claim amounts
should reflect all actual costs.
0 Chevrolet/Geo Courtesy Transportation Program is not part of the
BUMPER TO BUMPER New Vehicle Limited Warranty.
Chevrolet/Geo reserves the right to make any changes or discontinue
the Courtesy Transportation Program at any time without notification.
For additional program details, contact your Chevrolet/Geo dealer.
Service Publications
Information on how to obtain Product Service Publications (PSP’s) and
Indexes as described below is applicable only in the fifty U.S. states (and
the District of Columbia) and
only for cars and light trucks with GVWR less
than
10,000 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 Dr.
Oshawa, Ontario L1H
8P7
Chevrolet regularly sends its dealers useful service bulletins about
Chevrolet products. Chevrolet monitors product performance in the field.
We then prepare bulletins for servicing our products better.
Now, you can
get these bulletins too.
8-7

Downloaded from www.Manualslib.com manuals search engine Bulletins cover various subjects. Some pertain to the proper use and care of
your vehicle. Some describe costly repairs. Others describe inexpensive
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 cars or
trucks. Your Chevrolet dealer or a qualified technician may have
to
determine if a specific bulletin applies to your vehicle.
You can subscribe
to all Chevrolet’s bulletins by calling Helm, Inc. at
1-800-7824356. This way you’ll get them as they become available.
Individual PSP’s
If you don’t want to buy all the PSP’s issued by Chevrolet for all car or
truck models in the model year,
you can buy individual PSP’s, such as those
which may pertain to a particular model.
To do this, you will first need to
see our index of PSP’s. It provides a variety of information. Here’s what
you’ll find in the index and how you can get one:
What You’// Find in the Index:
A list of PSP’s published by Chevrolet in a model year (1990 or later).
PSP’s covering all models
of Chevrolet cars or light trucks (less than
10,000 pounds (4 536 kg) GVWR) are listed in the same index.
Ordering information so you can buy the specific PSP’s you may want.
Price information for the PSP’s you may want to buy.
How You Can Get an Index:
Indexes are published periodically. Most of the PSP’s which could
potentially apply
to the most recent Chevrolet models will be listed in the
most recent publication for that model year. This means you may want to
wait until
the end of the model year before ordering an index, if you are
interested in buying PSP’s pertaining
to a current model year car or truck.
Some PSP’s pertaining
to a particular model year vehicle may be published
in later years, and these would be listed in the later year’s index. When you
order an index for a model year that is not over yet, we’ll send
you the most
recently published issue. Check the ordering
form for indexes for earlier
model years.
Cut
out the ordering form, fill it out, and mail it in. We will then see to it
that an index is mailed
to you. There is no charge for indexes for the
1989-1 994 model years.
8-8