1995 PONTIAC BONNEVILLE Owners Manual

Maintenance Record
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Section 8 Customer Assistance Information
Here you will find out how to contact Pontiac if you
need assistance. This section also tells you how to obtain
service publications and how to report any safety
defects.
This section includes information on: Customer
Satisfaction Procedure, Customer Assistance for
Hearing or Speech Impaired,
BBB Auto
Line-Alternative Dispute Resolution Program,
Reporting
Safety Defects, Roadside Assistance, and
Service and Owner Publications.
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. 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, call
1
- 800-496-9992 (English) or 1-800-496-9993
(Spanish). In the
US. Virgin Islands, call
1-800-496-9994. In other
overseas locations, contact
GM North American Export Sales in Canada by calling
1-905-644-4 112.
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For prompt assistance, please have the following
information available to give the Customer Assistance
Representative:
0
0
0
0
0
Your name, address, home and business telephone
numbers
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 Pontiac, write to:
United States
Pontiac Division
Customer Assistance Center
One Pontiac Plaza
Pontiac.
MI 48340-2952
Canada
General Motors of Canada Limited
Customer Assistance Centre
163-005
1908 Colonel Sam Drive
Oshawa, Ontario LlH 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 (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 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.)
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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 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.
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: 1-800-955-5100
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.
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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.
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
notlfying 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.
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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-E” CARES, or write:
Pontiac Division Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340-2950
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
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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:
VehicIe out of fuel
Keys locked in vehicle
Tow to nearest dealer for warranty
Change a flat tire
Jump starts
0 Courtesy Transportation. For warranty repairs during
the Bumper-to-Bumper coverage period, interim
transportation may be available under the Pontiac
Courtesy Transportation Program. Please consult
your dealer for details.
In Canada, please consult
your
GM dealer for information on Courtesy
Transportation.
We have quick, easy access
to telephone numbers of the
following services depending
on your needs:
0 Hotel
0 Glass replacement
0 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 outside services
are utilized, our advisors
will explain any payment obligations
you might incur.
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For prompt and efficient assistance when calling, please
provide the following information
to the advisor:
Location of vehicle
Telephone number of your location
Vehicle model, year, and color
0 Mileage of vehicle
0 Vehicle identification number
0 Vehicle license plate number
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.
While we hope Inat you never have the occasion to use
our service, it is added security while travelling 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 United States Please refer to the
separate brochure provided by the dealer or call
1-800-268-6800 for emergency services.
Service and Owner Publications
Service manuals, service bulletins, owner’s manuals and
other service literature are available for purchase
for all
current and many past model General Motors vehicles.
Toll-free telephone numbers for ordering information:
u. s. 1-800-55 1-41 23
Canada
1-800-668-5539
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