1998 GMC ENVOY Owners Manual

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.
ProCarManuals.com

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:
In Mexico: (525) 625-3256
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 1-4 135
(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: 1-800-534-0122
0 In all other Caribbean countries: (809) 763-1315
In other overseas locations, call GM Overseas
Distribution Corporation in Canada at:
(905) 644-4
1 12.
8-3
ProCarManuals.com

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 GMC,
address your inquiry to:
Pontiac-GMC Customer Assistance Center
P.O.
Box 436008
Pontiac, MI 48343-6008
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L 1 H 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
(TTYs), 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.)
8-4
ProCarManuals.com

Roadside Assistance
In
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 Chunge: 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 Sturt: No-start situations which require a battery
jump start will be covered at no charge.
Luck 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.
8-5
ProCarManuals.com

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 Zntermpfion 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 1998 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.
8-6
ProCarManuals.com

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
0 Telephone number and location from which you
0 Location, license plate number and color of your
are calling
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 th.e
coverage provided by the New Vehicle Limited Warranty.
GMC reserves the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.
Canadian Roadside Assi A
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.
8-7
ProCarManuals.com

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:
0
0
0
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 a
five day maximum. All Courtesy
Transportation arrangements will be
administered by your
GMC dealership service
nzanagement. All requests should reflect actual
costs
c1p 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 $30/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.
8-8
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 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 GMC
and your GMC 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, GMC 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: 1-800-955-5 100
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.
8-9
,
ProCarManuals.com