1997 OLDSMOBILE SILHOUETTE Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact Oldsmobile if you need assistance. This section also tells you how to obtain
service publications and how to report any safety defects.
8-2 8-3
8-4
8-4
8-5
8-5 8-6 Customer Satisfaction Procedure
Customer
Assistance Information
Address for Writing to Oldsmobile
Assistance for Text Telephone (TTY) Users
Oldsmobile Roadside Assistance Program
Phone Number for Roadside Assistance Oldsmobile Courtesy Transportation
BBB Autoline Information
Reporting Safety Defects to the United States
Reporting Safety Defects to Canada
Reporting Safety Defects to General Motors
Ordering Service Publications in Canada
How to Order Service Publications
Order Form for Service Publications
8-7
8-8
8-9
8-9
8-9
8-
10
8-11
8-1
ProCarManuals.com

Customer Satisfaction Procedure Your satisfaction and goodwill are important to your
retailer and Oldsmobile. Normally, any concern you
may have with your vehicle can be handled by your
selling or servicing retailer. Your retailer has
the facility,
trained technicians, special
tools and up-to-date
information to promptly address any issue which may
arise. Oldsmobile has empowered its retailers
to make
decisions and to 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:
8-2
ProCarManuals.com

STEP ONE -- Discuss your concern with a member of
retailer 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 retail facility or the
General Manager.
STEP TWO -- If after contacting a member of
retail facility management, it appears your concern
cannot be resolved by the retail facility without further
help, contact the Oldsmobile Customer Assistance
Network by calling 1-800-442-6537.
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
In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-75
1-4 136 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 111 Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
0 In all other Caribbean countries: (809) 763- 13 15
0 In other overseas locations, call GM North American
Export Sales
in Canada at: (905) 644-41 12.
8-3
ProCarManuals.com

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 at
the top left of the instrument panel and visible
through the windshield.)
Retail facility 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
Oldsmobile, address your inquiry to:
Customer Assistance Representative
Oldsmobile Central Office
920 Townsend Street
P.O. Box 30095
Lansing, MI 48909 Refer to your
Warranty and Owner Assistance
Information booklet for addresses of
GM Overseas offices.
When contacting Oldsmobile, please remember that your concern will likely be resolved
in the retail facility,
using the retailer’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).
Oldsmobile has TTY equipment available at its
Customer Assistance Center.
Any TTY user
can communicate with Oldsmobile by dialing:
I -800-833-OLDS. (TTY users in Canada can dial
1-800-263-3830.)
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
LI H 8P7
8-4
ProCarManuals.com

Oldsmobile Roadside Assistance
Program Features and Benefits
n
The Oldsmobile Roadside Assistance program means
help is just
a toll-free call away -- 24 hours a day,
365 days a year.
Courteous and capable Customer Assistance Advisors
are on-call to provide you with prompt assistance.
24-Hour Oldsmobile Roadside Assistance
Telephone Number
I-800-442-OLDS (6537) is the one number to call
for assistance
in the United States. Trained Customer
Assistance Advisors,
on-call to render assistance to
Oldsmobile drivers, can dispatch roadside assistance
and towing service, locate the nearest Oldsmobile
retail facility, take your request for an Oldsmobile
computerized trip routing or simply answer any
questions
the Oldsmobile driver may have about the
coverage provided by your Oldsmobile Roadside
Assistance Program. The Oldsmobile Roadside
Assistance number is fully staffed and operational
24 hours a day, 365 days a year.
Who Is Covered?
Oldsmobile Roadside Assistance covers all
1997 Oldsmobile vehicles.
Coverage is for the Oldsmobile vehicle,
regardless of
tlze driver, and is concurrent with the Bumper to Bumper
warranty period.
Oldsmobile reserves the right to
limit services or
reimbursement to an owner or driver when in
Oldsmobile’s judgement the claims become excessive
in
frequency or type of occurrence.
8-5
ProCarManuals.com

Courtesy Transportation
We’re here to help. That’s why whenever your
Oldsmobile
is undergoing any Bumper to Bumper
Warranty service, we’ll make sure
you don’t end up
stranded at the retail facility. It’s called Courtesy
Transportation and it’s our way to make sure you’re able
to get out even when your car is in. For same-day
service, we’ll give you a one-way shuttle ride
of up to
10 miles. If your vehicle requires overnight warranty
repairs, we’ll provide a loaner car or reimburse you
up
to $30 a day for the cost of alternate transportation -- a
cab, a
bus or even a rental car if necessary. Having your
car serviced is rarely convenient, but with Courtesy
Transportation, at least you’ll be able to get where you
need
to go, whether it’s here, or there.
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, Oldsmobile will reimburse
up to $30/day
for documented transportation you receive. Please
consult your retailer for details.
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
retailer for details.
The Roadside Assistance program is
available only
in the United States and Canada.
8-6
ProCarManuals.com

GM Participation in an Alternative
Dispute Resolution Program
This program is available in all 50 states and the District
of Columbia. 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 Oldsmobile and your Oldsmobile retailer 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, Oldsmobile voluntarily participates
in
BBB AUTO LINE. BBB
AUTO LINE is an
out-of-court program
administered by
the Better Business Bureau system to
settle automotive disputes. This prograin 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, Inc.
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203- 1804
Telephone:
1 -800-955-5 100
To file a claim, you will be asked to provide your name
and address, your Vehicle Identification Number
(VTN)
and a statement of the nature of your complaint.
Eligibility is limited by vehicle age and mileage, and
other factors.
8-7
ProCarManuals.com

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. 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 Oldsmobile Customer
Assistance Network at 1-800-442-6537.
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 retailer or
General Motors.
To contact NHTSA, you may either call the Auto Safety
Hotline toll-free at 1-800-424-9393 (or 366-0 123
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.
8-8
ProCarManuals.com