1996 CADILLAC SEVILLE Owners Manual

Downloaded from www.Manualslib.com manuals search engine have with your vehicle can be handled by your selling or
servicing dealer. Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address any issue which may arise. Cadillac
has empowered its dealers to make decisions and repair
vehicles, and they are eager
to resolve your concern to
your complete satisfaction. If your concern
has not been
resolved to your satisfaction, take the following steps:
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 Cadillac Customer Assistance Center,
24 hours a day, by calling 1-800-458-8006. In Canada,
contact GM
of Canada Customer Assistance Center in
Oshawa by calling 1-800-263-3777 (English) or
1-800-263-7854 (French). For
help outside
of the United States and Canada, call
the following numbers as appropriate:
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In Mexico: (525) 625-3256
In herto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the
U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4135
(English)
or 1-800-75 1-41 36 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
In all other Caribbean countries: 1-809-763-13 15
In other overseas locations, call GM North American
Export Sales in Canada at 1-905-644-41
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For prompt assistance, please have the following
information available to give the Customer Assistance
Representative:
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 top left 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
us so we can give your inquiry
prompt attention. However, if
you wish to write
Cadillac, write to:
Cadillac Customer Assistance Center
Cadillac Motor Car Division
30009 Van Dyke
P.O. Box 9025
Warren,
MI 48090-9025
Refer to your Warranty and Owner Assistance
Information booklet for addresses
of Canadian and GM
Overseas offices.
When contacting CadiIlac, please remember that your
concern will likely be resolved
in the dealership, using
the dealer's facilities, equipment and personnel. That is
why we suggest you follow Step One first if you have a
concern.
Customer Assistance for Text
Telephone
(TTY) Users
To assist customers who are deaf, hard of hearing, or
speech-impaired and who use Text Telephones
(TTYs),
Cadillac has TTY equipment available at its Customer
Assistance Center. Any
TTY user can communicate with
Cadiilac by dialing: 1-800-833-CMCC.
(TTY users in
Canada can dial 1-800-263-3830.)
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Downloaded from www.Manualslib.com manuals search engine Roadside Service
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TOLL-FREE HOTLINE
1-800-882-1112
Each technician travels with a specially equipped
service vehicle complete with the necessary Cadillac
parts and tools required to handle most roadside repairs.
Cadillac Roadside Service can
be reached by dialing
1-800-882-1112,24 hours a day, 365 days a year. This
service is provided at no charge for any warranty-covered
situation and
for a nominal charge if the Cadillac is no
longer under warranty.
Cadillac Owner Privileges TM
Roadside Service provides several Cadillac Owner Privileges at
“no charge”, throughout your I996 Cadillac
Warranty Period - 48 Monthsf50,OOO Miles (80 000 km).
Cadillac’s exceptional Roadside Service is more than an
auto club or
towing service. It provides every Cadillac
owner with the advantage
of contacting a Cadillac
advisor and, when appropriate, a Cadillac trained
dealer technician
who will provide on-site service.
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Emergency Road Service is performed on site for the
following situations:
Towing Service
0 Battery Jump Starting
Lock Out Assistance
0 Fuel Delivery
0 Flat Tire Change (Covers change only)
0 Trip Interruption - If your trip is interrupted
due to a warranty failure, incidental expenses
may
be reimbursed during the 48 months or
50,000 miles/80,000 kilometers warranty period.
Items covered are hotel, meals
and rental car.
Roadside Service Availability
Wherever you drive in the United States or Canada,
an advisor is available to assist you over the phone.
A dealer technician, if available, can travel to your
location within a
30 mile/50 kilometer radius, of a
participating Cadillac dealership. If beyond this radius,
we will arrange to have your car towed to the nearest
Cadillac dealership.
Reaching Roadside Service
Dial the toll-free Roadside Service number:
1-800-882-11 12. An experienced Roadside Service
Advisor will assist you
and request the following
information:
0 A description of the problem
0 Name, home address, home telephone number
0 Location of your Cadillac and number you are
The model year, vehicle identification number and
calling
from
date
of delivery

Downloaded from www.Manualslib.com manuals search engine Roadside Service for the Hearing or Speech
Impaired
Roadside Service is prepared to assist owners who have
hearing difficulties
or are speech impaired. Cadillac has
installed special telecommunication devices called Text
Telephone (TTY) in the Roadside Service Center.
Any customer who has access to a (TTY)
or a
conventional teletypewriter can communicate with
Cadillac
by dialing from the United States or Canada
1-800-833-CMCC - daily, 24 hours.
Our Cadillac Dealer Technician network is ready and
able
to assist Cadillac customers at roadside.

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Gold Key Courtesy Transportation
One of your Cadillac Owner Privileges is Gold Key
Courtesy Transportation. It's one more example of
Cadillac's commitment to provide the services you
expect and deserve as
a Cadillac owner.
Gold Key Courtesy Transportation helps you get where
you need to be when your Cadillac is in
the dealership
for warranty service.*
Courtesy Vehicle
Gold Key Courtesy Transportation provides you with
transportation if your car requires warranty repairs.
Your dealer will provide
you with a courtesy vehicle if
one is available.
Shuttle Service
Warranty work can frequently be handled in one day, but
there is no reason for you to wait around. Cadillac helps
eliminate inconvenience to you with transportation
alternatives.
Gold Key Courtesy Transportation provides shuttle
service for same day warranty work. Your Cadillac
dealer can get you where you need
to be with minimal
interruption
of your daily schedule. *
In Canada, for warranty repairs during the Complete
Vehicle Coverage period in the New Vehicle Limited
Warranty, interim transportation
may be available under
the Courtesy Transportation Program. Please consult
your dealer for details.
Miscellaneous Service
Gold Key Courtesy Transportation also provides various
reimbursements for overnight repairs. such as
transportation obtained independently, cab fare or
reasonable fuel expenses for a ride provided by another
individual.*
"Please ask about specific Gold Key Courtesy
Transportation benejits ofSeel-ed by your Cadillac dealer.
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Downloaded from www.Manualslib.com manuals search engine Plan Ahead When Possible
Whenever possible, schedule an appointment for your
vehicle’s warranty work. Your Cadillac dealer can then
prepare
to meet your alternative transportation needs
and minimize inconveniences typically associated with
warranty repairs.
Owner Responsibilities
There are only two things which you will be responsible for
during the use of your courtesy vehicle.
You are required to
provide
insurance coverage and replenish the fuel used.
In many cases your own auto insurance policy may
provide primary coverage for the courtesy vehicle,
similar
to rental car agreements. Please, check with your
insurance company to be certain what’s covered.
This service is provided to you under the terms of the
New Vehicle
Warranty, therefore, it is imperative that your
vehicle be picked up fiom the dealership at the completion
of
the warranty service. Vehicles not picked up in a timely
fashion may incur rental
fees charged to the customer.
Some state insurance regulations make it impractical to
rent vehicles to people under
21 years of age. If you are
under
21 and have difficulty renting a vehicle, Cadillac
will reimburse
you, up to $30/day, for any documented
transportation you receive.
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 Cadillac and your Cadillac 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, Cadillac voluntarily participates in BBB
AUTO LINE.
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Downloaded from www.Manualslib.com manuals search engine 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 Cadillac.
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
40 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 Cadillac Customer
Assistance Center at
1-800-458-8006.
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