1997 PONTIAC PONTIAC Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact Pontiac 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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Pontiac Cares Services
What Makes up Pontiac Cares?
Customer Satisfaction Procedure
Customer Assistance Information
Address for Writing to Pontiac
Assistance
for Text Telephone (TTY) Users
Pontiac Roadside Assistance
Phone Number for Roadside Assistance
Canadian Roadside Assistance 8-8
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Pontiac Courtesy Transportation
BBB Autoline Information
Warranty 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
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Pontiac Cares
?
Y
d
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
dlecision,
and is dedicated to taking care of the most
important person
... YOU! PONTIAC CARES is: A
valuabl'e 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
Roadside Assistance
0 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 ICanada, 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
0 In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-4135 1-800-496-9993 (Spanish)
(English) or 1-800-75
1-4 136 (Spanish)
In the Bahamas: 1-800-389-0009
0 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) 644-4112.
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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
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
LlH 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 ._ istance Program Security While You Travel
1 -800-ROADSIm (1 -860-762-3743)
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
Keys locked in vehicle
0 Tow to nearest dealership for warranty service
Change a flat tire
Jump starts
Courtesy Transportation -- See Pontiac Courtesy
Transportation section for details
We have quick, easy access
to telephone numbers of the
following additional services depending on vour needs:
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
Telephone number of your location
Vehicle model, year and color
0 Mileage of vehicle
0 Vehicle Identification Number (VIN)
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-ROADSIDD
or 1-800-762-3743.
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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 CM dealer for
information on Courtesy Transportation.
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