1998 CADILLAC SEVILLE Owners Manual

Downloaded from www.Manualslib.com manuals search engine b NOTES
6-70

Downloaded from www.Manualslib.com manuals search engine /3- -a.
Section 7 Customer Assistance Information
Here you will find out how to contact Cadillac if you need assistance. This section a\
lso tells you how to obtain service
publications
and how to report any safety defects.
7-2
7-4
7-5
7-7
7-8
7-9
7-11
Customer Satisfaction Procedure
Customer Assistance
for Text Telephone
(TTY) Users
Roadside Service
Roadside Service for the Hearing
or
Speech Impaired
Gold Key Courtesy Transportation
Transportation Options
GM Participation in an Alternative Dispute
Resolution Program
7- 12
7- 12
7- 13
7-13
7-13 Warranty Information
Reporting Safety Defects to the United
States Government
Reporting Safety Defects to the
Canadian Government
Reporting Safety Defects to General Motors
Ordering Service and Owner Publications
in Canada
7-1

Downloaded from www.Manualslib.com manuals search engine Customer Satisfaction Procedure Cadillac 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.
7-2

Downloaded from www.Manualslib.com manuals search engine 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 Cadillac Customer Assistance Center,
24 hours a day, by calling 1-800-458-8006.
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 1-800-496-9993 (Spanish)
0 In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-751-4135
In the Bahamas: 1-800-389-0009
(English) or 1-800-751-4136 (Spanish)
In Bermuda, Barbados, Antigua and the British
In all other Caribbean countries: (809) 763- 13
15
Virgin Islands: 1-800-534-0122
In other overseas locations, call GM Overseas
Distribution Corporation
in Canada at:
(905) 644-41 12.

Downloaded from www.Manualslib.com manuals search engine 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.)
0 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
Cadillac, address your inquiry to:
Cadillac Customer Assistance Center
Cadillac Motor Car Division
P.O. Box 436004
Pontiac,
MI 48343-6004 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 Cadillac, 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),
Cadillac has TTY equipment available at its Customer Assistance Center. Any TTY user can communicate with
Cadillac by dialing: 1-800-833-CMCC.
(TTY users in
Canada can dial 1-800-263-3830.)
7-4

Downloaded from www.Manualslib.com manuals search engine Roadside Service
EE HOTLINE
1 1
Cadillac’s exceptional Roadside Service is more than an
auto club or towing service. It provides every Cadillac
owner with
the advantage of contacting a Cadillac
advisor and, when appropriate,
a Cadillac trained dealer
technician who can provide on-site service. Each technician travels with a specially equipped
service vehicle complete with the necessary Cadillac
parts and tools required to handle most roadside repairs.
Cadillac Roadside Service can be reached by dialing 1-800-882-1 112,24 hours a day,
365 days a year.
This service is provided at no charge for any
warranty-covered situation and for a nominal charge
if the Cadillac is no longer under warranty. Roadside
Service is available only in the United States
and Canada.
Cadillac Owner Privileges TM
Roadside Service provides several Cadillac Owner Privileges
TM at “no charge,” throughout
your
1998 Cadillac Warranty Period -- 48 months/
50,000 miles (80 000 km).
7-5

Downloaded from www.Manualslib.com manuals search engine Emergency Road Service is performed on site for the
following situations:
0
0
0
0 0
0
Towing Service
Battery Jump Starting Lock Out Assistance
Fuel Delivery
Flat Tire Change (Covers change only) Trip Interruption
-- If your trip is interrupted due
to a warranty failure, incidental expenses may be
reimbursed during the
48 months/50,000 miles
(80 000 km) warranty period. Items covered are
hotel, meals and rental car.

Downloaded from www.Manualslib.com manuals search engine Roadside Service Availability
Wherever you drive in the United States or Canada,
an advisor is available to assist you over the phone.
A dealer technician, if available, can travel to your
location within a
30 mile (50 km) radius, of a
participating Cadillac dealership.
If beyond this radius,
we will arrange to have your car towed to the nearest
Cadillac dealership.
Reaching Roadside Service
Dial the toll-free Roadside Service number:
1-800-882- 11 12. An experienced Roadside
Service Advisor will assist
you and request the
following information:
0 A description of the problem
Name, home address, home telephone number
Location of your Cadillac and number you are
calling from
The model year, Vehicle Identification Number
(VIN), mileage and date of delivery
Roadside Service for the Hearing or
Speech Impaired
Roadside Service is prepared to assist owners who have
hearing difficulties or are speech impaired. Cadillac has
installed special telecommunication devices called Text
Telephone (TTY) in the Roadside Service Center.
Any customer who has access to a (TTY) or a
conventional teletypewriter can communicate with
Cadillac by dialing from the United States or Canada
1-800-833-CMCC
-- daily, 24 hours.
7-7