1997 PONTIAC GRAND AM Owners Manual

Pontiac Cares
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PONTIAC
With PONTIAC CARES, you are never more than
a phone call away from having your concern taken
care of.
The PONTIAC CARES philosophy and elements are
designed to make you realize that Pontiac recognizes
you as a valuable customer, appreciates your purchase
decision, and is dedicated to taking care
of the most
important person
... YOU! PONTIAC CARES is: A
valuable feature that comes with every Pontiac, a feature
that offers a multitude
of benefits that can give you
safety, security, comfort
and convenience.
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What makes up Pontiac Cares?
0 A 3 year/36,000 mile (60 000 km) Bumper to
Bumper Warranty
Customer Assistance
0 Roadside Assistance
Courtesy Transportation
All of these elements combine to make your driving
experience an enjoyable one, and are discussed in
greater detail further in your owner's manual. Pontiac is
focusing
on the changing needs of our customers and
is committed to giving you an exceptional level
of
customer care throughout the ownership experience.
Our goal is to create total customer enthusiasm in our
product and our services, and make you the most
satisfied customer in the world.
Customer Satisfaction Procedure
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Pontiac 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.
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 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:
In Mexico: (525) 625-3256
In Puerto Rico: 1-800-496-9992 (English) or
In the U.S. Virgin Islands: 1-800-496-9994
1-800-496-9993 (Spanish)
0 In the
Dominican Republic: 1-800-75 1-4135
In the Bahamas: 1-800-389-0009
(English)
or 1-800-751-4136 (Spanish)
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM International
Product Center in Canada at (905) 644-41 12.
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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.)
Dealership name and location
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 Pontiac,
address your inquiry to:
Pontiac Customer Assistance Center
One Pontiac Plaza
Pontiac, MI 48340-2952 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 Pontiac, 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),
Pontiac has TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate with
Pontiac by dialing: 1-800-833-PONT. (TTY users in
Canada can dial 1-800-263-3830.)
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Pontiac Roadside Assistance Program Security While You Travel
1 -800-ROADSIX (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.
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We will provide the following services for
3 year/36,000 miles
(60 000 km), at no expense to you:
Fuel delivery
0 Keys locked in vehicle
0 Tow to nearest dealership for warranty service
Change a flat tire
0 Jump starts
0 Courtesy Transportation -- See Pontiac Courtesy
Transportation section for details
We have quick, easy access to telephone numbers of the
following additional services depending on your needs:
0 Hotels
Glass replacement
Rental vehicle or taxis
Police, fire department or hospitals
In many instances, mechanical failures are covered
under Pontiac’s comprehensive warranty. However, when other services
are utilized, our advisors will
explain any payment obligations you might incur. For prompt and efficient assistance when calling, please
provide the following information
to give the advisor:
Location of vehicle
0 Telephone number of your location
0 Vehicle model, year and color
0 Mileage of vehicle
Vehicle Identification Number (VIN)
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 excessive in frequency or
type of occurrence.
While we hope that you never have the occasion to use our service, it is added security while traveling for you
and your family. Remember, we’re only a phone call
away. Pontiac Roadside Assistance
-- 1-800-ROADSIE
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.
Pontiac Courtesy Transportation
Pontiac strives to give you a worry free ownership of
your vehicle, and we realize the inconvenience of being
without a car.
So Pontiac has come up with a way to
eliminate any frustrations you might have when trying
to get a ride to work, or wondering how you will get
home. Well, your worries are over. Pontiac provides
no-cost transportation when you bring your
1997 Pontiac in for warranty service.
It applies to any repair covered under the
3 year/36,000 mile (60
000 km) limited warranty, and to
any 1997 Pontiac requiring repair as a result of product
recall or special policy situations. For same day service,
you are entitled to one-way shuttle service of up to
10 miles (16
km). If the vehicle requires multiple day
repairs, you're entitled to either a Pontiac loaner or
reimbursement for a rental car, up
to $30/day, for up
to five days.
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, Pontiac
will reimburse you, up to $30/day, for any documented
transportation you receive.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.
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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 for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP). 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 automotive disputes. 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, Inc.
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203- 1804
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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