1994 PONTIAC FIREBIRD Owners Manual

Maintenance Schedule
Section E: Maintenance Record (Cont.) V
. . .256
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ODOMETER READING
I SERVICED BY MAINTENANCE PERFORMED
I
257. . .
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Maintenance Schedule
Section E: Maintenance Record (Cont.)
DATE MAINTENANCE PERFORMED
. . .258
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Part 8
Customer Assistance Information
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.
Customer Satisfaction Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
GM Participation in BBB AUTO LINE-Alternative Dispute
Resolution Program
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 261
Reporting Safety Defects to the United States Government
. . . . . . . . . . . . . . . . 262
Reporting Safety Defects to the Canadian Government
. . . . . . . . . . . . . . . . . . . 262
Reporting Safety Defects to General Motors
. . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Pontiac Roadside Assistance
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . , . 263
Canadian Roadside Assistance
. . . . . . . . . . . . . . . . . . . . . . . . . . , . . . . . . . . . . ':'. 263
Pontiac Courtesy Transportation
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Service Publications.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
. .,
259. - .
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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.
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.
[n 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.
[n all other overseas locations, contact
GM North American Export Sales in
Canada by calling 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 numbers
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
0 Vehicle delivery date and present
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 Pontiac, write to:
mileage United
States
Pontiac Division
Customer Assistance Center
3ne Pontiac Plaza
Pontiac, MI 48340-2952
Canada
Seneral Motors of Canada Limited
Zustomer Assistance Center, 163-005
1908 Colonel Sam Drive
Dshawa, Ontario
L1H 8P7
Refer to your Warranty and Owner
4ssistance Information booklet for
2ddresses
of Canadian and GM Overseas
3ffices.
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 (TDD)
To assist customers who have hearing
difficulties, Pontiac has installed special
TDD (Telecommunication Devices for
the Deaf) equipment at its Customer
Assistance Center. Any hearing or speech
. . .260
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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
BBB AUTO LINE
-Alternative Dispute
Resolution 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.
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
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 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
1-800-955-5 100 or the
Pontiac Customer Assistance Center at
1 -800-PM-CARES. 1.
* 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.
261 . .
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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.
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
w 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 48340-2952
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, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
. . .262
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Pontiac Roadside
Assistance
Security While You Travel
1-800-ROADSI~( 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 trained
technical advisors who are available
24 hours a day,
365 days a year. We take
the 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 car
Tow to the 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:
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 judgment the claims
become obsessive in frequency or type
of occurrence.
While we hope 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-1 -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.
263 . .
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