1997 GMC SAVANA Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact GMC if you need assistance. This section also tells you how to obtain service
publications and how to report any safety defects.
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Customer Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Roadside Assistance
Canadian Roadside Assistance
Courtesy Transportation
GM Participation in an Alternative Dispute
Resolution Program
8- 10 Warranty Information
8- 10 Reporting Safety Defects to the United
States Government
Canadian Government
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Reporting Safety Defects to the
8-11 Reporting Safety Defects to General Motors
8-11 Ordering Service and Owner Publications
in Canada
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Customer Satisfaction Procedure GMC dealers have the facilities, trained technicians and
up-to-date information to promptly address any
concerns you may have. However, if a concern has not
been resolved to your complete 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.
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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 GMC Consumer Relations Manager
by calling
1-800-GMC-8782 (1-800-462-8782,
Customer Assistance prompt.) In Canada, contact
GM of Canada Customer Communication Centre 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:
0 In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-75 1-4 136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0
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In all other Caribbean countries: (809) 763- 1315
In other overseas locations, call GM International
Product Center
in Canada at: (905) 644-4112.
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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
0 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.
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Dealership name and location
0 Vehicle delivery date and present mileage
0 Nature of concern
We encourage you to call us
so we can give your inquiry
prompt attention. However,
if you wish to write GMC,
address your inquiry to:
GMC Customer Assistance
31 E. Judson Street 1607-04
Pontiac, MI 48342-2230
In Canada, write to:
General Motors
of Canada Limited
Customer Communication Centre, 163-005 1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7 Refer to your Warranty and Owner Assistance Information
booklet for addresses of GM Overseas offices.
When contacting GMC, 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
(TTYsj, GMC has TTY equipment available
at its Customer Assistance Center. Any TTY
user can communicate with GMC by dialing:
1-800-GMC-8583. (TTY users in Canada can
dial 1-800-263-3830.
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Roadside Assistance
In
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GMC’s Roadside Assistance provides stranded owners
with over-the-phone roadside repairs, location of the
nearest GMC dealer or
the following special services:
Flat Tire Change: Installation of spare tire will be
covered at no charge (customer is responsible for repair
or replacement of tire).
Fuel Delivery: Delivery of enough fuel for the customer
to get to the nearest service station (up to
$4.00) will
be covered.
Jump Start: No-start situations which require a battery
jump start will be covered at no charge.
Lock Out: Replacement keys or locksmith service will
be covered
at no charge if you are unable to gain entry
into your vehicle. Delivery
of the replacement key will
be covered at no charge within
10 miles (16 km).
Emergency Towing Service: Towing to the nearest
GMC dealer for warranty related disablements will
be covered.
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Deluxe Trip Routing: Custom-made, computerized
maps using the most direct or scenic route are provided
free
of charge. Maps include points of interest and list
GMC dealers along the route. Trip Routing also includes
a national hotel discount book and a book of coupons.
State and local maps available upon request. Please
be prepared to furnish your Vehicle Identification
Number (VIN).
Trip Interruption Assistance: GMC will reimburse any
reasonable trip interruption expenses (up to
$500.00)
when directly associated with warranty disablement. Trip
Interruption service covers expenses such as meals and
overnight lodging if vehicle disablement occurs at least
150 miles (240 km) from your home or rental property.
Please Note: you will be required to obtain prior
approval from
GMC Roadside Assistance and pay for
expenses at the time
of disablement. Original receipts
should be submitted to GMC Roadside Assistance for
reimbursement. A service representative will provide
assistance when you call. The
Roadside Assistance services listed are available
to retail and retail lease customers operating 1997
GMC
light duty trucks for a period of 3 years/36,000 miles
(60 000 km). All services must be pre-arranged by
GMC Roadside Assistance.
Over-the-phone assistance, such as providing the name
of the closest dealer or minor technical advice, etc.,
is
available to all owner/operators of GMC trucks,
regardless
of vehicle or mileage.
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Just dial GMC Roadside Assistance at
1-800-GMC-8782 (1-800-462-8782, Roadside
Assistance prompt) to reach a qualified representative
who can assist
you.
Your Roadside Assistance representative will ask for the
following information when your call is received:
Vehicle Identification Number (VIN)
Name and home address
Telephone number and location from which you
are calling
Location, license plate number and color of your
GMC truck
0 Mileage of vehicle and description of problem
Roadside Assistance is available
24 hours a day, 7 days
a week,
365 days a year, including weekends and
holidays. Should you have any questions about roadside
assistance, call
the GMC Roadside Assistance Center or
contact your dealer.
Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warrang.
GMC reserves the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification,
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.
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Courtesy Transportation
GMC Commitment Plus offers courtesy transportation
for customers
when obtaining warranty service.
This program is offered in conjunction with
the
3 year/36,000 mile (60 000 km) Bumper to Bumper
New Vehicle Limited Warranty.
Courtesy transportation includes:
One way shuttle ride from the dealership (up to
10 miles (16
km)) for same-day warranty repairs.
A loaner vehicle will be made available for overnight
warranty repairs up to a five day maximum, or up to a
$30 allowance for a rental vehicle, cab,
bus or other
transportation in lieu
of a loaner. (Bringing vehicles in
late
in the day, for service on the next day, does not
constitute overnight repairs.)
Gas allowance of up to $10 a day for rides provided
by another person (i.e., friend, neighbor, etc.)
in
lieu of rental for overnight warranty repair up to
five day maximum.
All Courtesy Transportation arrangements will be
administered by your
GMC dealership service
management.
All requests should reflect actual costs
up to and not to exceed the maximum allowable
dollar limits.
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,
GMC will reimburse up to $3O/day for documented
transportation you receive.
The Commitment Plus Courtesy Transportation Program
is not part of the Bumper to Bumper Limited Warranty.
GMC reserves
the right to make any changes or
discontinue the Courtesy Transportation Program at any
time without notification.
For additional program details contact your GMC dealer.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.
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