1998 PONTIAC GRAND AM Owners Manual

Pontiac Cares
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PONTIAC
V
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?
A 3 year/36,000 mile (60 000 km) Bumper to
Bumper Warranty
0 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 your 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:
0 In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
e In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-751-4135
(English) or 1-800-751-4136 (Spanish)
0 In the Bahamas: 1-800-389-0009
e In Bermuda, Barbados, Antigua and the British
e 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.
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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
ftom 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
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 dealemhip, using the
dealer's facilities, equipment and personnel. That is why we
suggest you follow
Step One ht 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 TI'Y user can communicate with
Pontiac
by dialing: 1-800-833-PONT. (TTY users in
Canada can dial 1-800-263-3830.)

Pontiac Roadside Assistance Program
Security While You Travel
1 -800-ROADSILE (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.
We will provide the following services for
3 years/36,000 miles (60 000 km), at no expense to you:
Fuel delivery
Keys locked
in vehicle
Tow to nearest dealership
for warranty service
Change a flat tire
Jump starts
Courtesy Transportation
-- See Pontiac Courtesy
Transportation section for details
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We have quick, easy access to telephone numbers of the
following additional services depending on your needs:
Hotels
Glass replacement
0 Tire repair facilities
Rental vehicle or taxis
Airports or train stations
0 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
0 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-ROADSIDI
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.
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Pontiac Courtesy Transportation
r
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.
We& your worries are over. Pontiac provides
no-cost transportation
when you bring your
1998 Pontiac in for warranty service. It applies to any repair covered under
the
3
year/36,000 mile (60 O00 km) limited warranty, and to
any 1998 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 (1 6 km). If the vehicle requires multiple day
repairs, you’re entitled to either a Pontiac loaner or
reimbursement for a rental car, up to $3O/day, for
up
to five days.
Some state insurance regulations make
it impractical to
rent vehicles to people under
2 1 years of age. If you are
under
21 and have difficulty renting a vehicle, Pontiac
will reimburse you, up to $3O/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: 1-800-955-5 100
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.
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