1994 PONTIAC BONNEVILLE Owners Manual

Maintenance Schedule
Maintenance Record
ODOMETER
DATE MAINTENANCE PERFORMED
SERVICED
BY READING
. . .264
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 ...................................... 266
BBB Auto Line . Alternative Dispute Resolution Program ................... 267
Customer
Assistance for the Hearing or Speech Impaired
.................. 267
Reporting Safety Defects
.......
Roadside Assistance ...........
Service Publications ...........
................................... 269
................................... 270
................................... 271
E
ProCarManuals.com

Customer Assistance Information
1 Customer Satisfaction
Procedure
'our satisfaction and goodwill are
nportant to your dealer and Pontiac.
iormally, any hncern
with the sales
.ansaction or the operation of your
ehicle
will be resolved by your dealer's
)ales or Service Departments.
ometimes, however, despite the best
-dentions
of all concerned,
lisunderstandings can occur.
If your
oncern has not been resolved
to your
atisfaction, the following steps should be
iken:
.266
STEP ONE -- Discuss your concern with
a member of dealership management.
Normally, concerns can 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 Center
in Oshawa by calling
1-800-263-3777 (Engiish) or
1-800-263-7854(French).
In Mexico, call (525) 254-3777 . In
Puerto Kico 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
1-905-644-41 12. For
prompt assistance, please have the
following information available to give
the Customer Assistance Representative:
0 Your name, address, home and
business telephotie numbers
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.)
0 Dealership name and location
0 Vehicle delivery date and present
mileage
0 Nature of concern
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
Refer to your Warranty and Owner
Assistance Information booklet for
addresses of Canadian and GM Overseas
offices.
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
for the Hearing or
Speech Impaired
(TDO
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.)
GM Participation in
Alternative Dispute Resolution Program*
BBB AUTO LINE -
"This program may not be available in all
states, depending on state law. Canadian
owners refer to your Warranty and Owner
Assistance Information booklet. General
Motors reserves the right to change
eligibility limitations and/or to
discontinue its participation
in this
program.
Both Pontiac and your Pontiac dealer are
committed to making sure you are
completely satisfied with your new
vehicle. Our experience has shown that,
if a situation arises where you feel your
concern has not been adequately
addressed, the Customer Satisfaction
Procedure described earlier
in this section
is very successful. E
267 . . .
ProCarManuals.com

Customer Assistance Information
GM Participation in
Alternative Dispute Resolution Program
(CONT.)
BBB AUTO LINE -
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 Pontiac voluntarily participates in BBB AUTO
LINE.
BBB AUTO LINE is an out-of-court
program administered by the Better
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 Procedure, 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 22203
Telephone: 1-800-955-5 100
To file a claim, you will be asked to
provide your name and address, your Vehicle Identification Number (VIN), and
3 statement of the nature of your
:omplaint. Eligibility is limited by vehicle
ige and mileage, and other factors.
We prefer you utilize the Customer
Satisfaction Procedure before
you 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 between you and Pontiac. 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 from 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
1-800-955-5100 or the
Pontiac Customer Assistance Center at
1 -800-PM CARES.
ProCarManuals.com

REPORTZNG 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.
1 REPORTZNG 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.
269..
ProCarManuals.com

Customer Assistance Information
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-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 Center 1908 Colonel Sam Drive
Oshawa, Ontario LlH 8P7
Pontiac Roadside
Assistance Program
Security While You 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:
0 Vehicle out of fuel
0 Keys locked in vehicle
Tow to nearest dealer for warranty
Change a flat tire
0 Jump starts
We have quick, easy access to telephone
numbers
of the following services
depending
on your needs:
0 Hotels
0 Glass replacement
Rental vehicles or taxis
0 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.
. . .270
ProCarManuals.com

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.
For prompt and efficient assistance when
calling, please provide the following
information
to the advisor:
0 Location of vehicle
0 Telephone number of your location
0 Vehicle model, year and color
0 Mileage of vehicle
0 Vehicle Identification Number (VIN)
0 Vehicle license plate number
While we hope that you never have the
occasion to use our service,
it is added
security while traveling for you and your
family. Remember, we’re only a phone
call away. Pontiac Roadside
Assistance-I -800-ROADSIDE or
1-800-762-3743.
Canadian Roadside
Assistance
Vehicles purchased in Canada have an
extensive Roadside Assistance 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.
Pontiac Courtesy
Transportation
For warranty repairs during the Bumper
to Bumper coverage period, interim
transportation may be available under the
Pontiac Courtesy Transportation Program.
Consult your dealer for details.
In Canada, please consult your GM Dealer
for information on courtesy transportation.
Servi,ce Publications
Information on how to obtain Product
Service Publications 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
LIH 8P7
Pontiac regularly sends its dealers useful
service bulletins about Pontiac products.
Pontiac 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 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 Pontiac dealer or a qualified
technician may have to determine
if a
specific bulletin applies to your vehicle.
271 ...
ProCarManuals.com