1996 CHEVROLET SUBURBAN Owners Manual

Maintenance Record
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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.
This section includes information on: The Customer Satisfaction Procedure.
Customer Assistance for Hearing or Speech Impaired,
BBB Auto Line -
Alternative Dispute Resolution Program, Reporting Safety Defects, \
Roadside Assistance, and Service Publications.
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 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.
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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, call 1-800-496-9992
(English) or 1-800-496-9993 (Spanish). In the
U.S. Virgin Islands, call
1-800-496-9994. In 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:
Your name, address, home and business telephone 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.)
Dealership name and location
0 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.
When contacting Chevrolet, 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.
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Customer Assistance for the Hearing or
Speech lmpaired (TDD)
To assist customers who have hearing difficulties, Chevrolet 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 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 Information
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 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, Chevrolet 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
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‘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 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 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 Chevrolet
Customer Assistance Center at 1-800-222-1
020.
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.
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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 1-800-222-1020,
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
LlH 8P7
Chevrolet Roadside Assistance Program
To enhance Chevrolet’s strong commitment to customer satisfaction,
Chevrolet has established
the Chevrolet/Geo Roadside Assistance Center.
Roadside Assistance is available 24 hours
a day, 365 days a year, by calling
1-800-CHEV USA (1-800-243-8872). The call
is toll free number will
provide
you over-the-phone roadside assistance with minor mechanical
problems. If your problem cannot be resolved over
the phone, our advisors
have access to a nationwide network of dealer-recommended service
providers. Roadside membership is free however some services may incur
costs.
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Roadside offers two levels of service to the customer, Basic Care and
Courtesy" Care:
ROADSIDE Basic Care PROVIDES
Toll-free number, 1-800-CHEV-USA
Free towing for warranty repairs
0 Basic over-the-phone technical advice
0 Available dealer services at reasonable costs
(Le., wrecker services, locksmithkey service, glass repair, etc.)
Note: Roadside
Basic Care applies to all Chevrolet/Geo vehicles regardless
of
age or miles.
ROADSIDE
Courtesy Care PROVIDES:
0 Roadside Basic Care services (as outlined above)
Plus:
FREE Non-Warranty Towing (to the closest dealer from a legal roadway)
0 FREE LocksmitWKey Service (when keys are lost on the road or
FREE Flat Tire Service (spare installed on the road)
FREE Jump Start (at home or on the road)
0 FREE Fuel Delivery ($5 of fuel delivered on the road)
locked
inside)
Note:
Courtesy Cure is available to Retail and Retail Lease Customers operating
1994 and newer Chevrolet/Geo vehicles for a period of
36 months/36,000 miles.
All Courtesy Care services must be pre-arranged by
Chevrolet Roadside or Dealer Service Management.
Basic Care and Courtesy Cure are not part of or included in the coverage provided by
the New Vehicle Limited Warranty. Chevrolet reserves the right to modify or
discontinue
Basic Care and Courtesy Cure at any time.
The Roadside Assistance Center uses companies that will provide you with
quality and priority service. When roadside services are required, 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
0 License plate number
0 Vehicle color
0 Vehicle location
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Telephone number where you can be reached
Vehicle mileage
0 Description of the problem
For complete program details, see your Chevrolet/Geo dealer to obtain a
Roadside Assistance Center brochure.
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.
Courtesy Transportation
ChevroletIGeo 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 1995 Chevrolet/Geo passenger car
and light duty trucks (please see your selling dealer for details).
Courtesy Transportation includes:
One way SHUTTLE RIDE for any warranty repair completed during
the same day.
Up to $30 maximum daily VEHICLE RENTAL allowance for any
overnight warranty repair up
to 5 day, OR
0 Up to $30 maximum daily CAB, BUS, or OTHER transportation
allowance in
lieu of rental for any overnight warranty repair up to
5 day, OR
0 Up to $10 daily FUEL allowance for rides provided by another person
(Le., 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 Chevrolet/Geo dealership service management. Claim
amounts should reflect
all actual costs.
The 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.
In Canada, please consult your GM dealer for information on courtesy
transportation.
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