1998 PONTIAC GRAND PRIX Owners Manual

Pontiac Cares
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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
Customer Assistance
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:
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In Mexico: (525) 625-3256
In Puerto Rico: 1-800-496-9992 (English) or
In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-751-4136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
In
all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call
GM Overseas
Distribution Corporation in Canada
at:
1-800-496-9993 (Spanish)
(905) 644-41 12.
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For prompt assistance, please have the following information available to give the Customer
Assistance Representative:
0 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-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
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 kt
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-POW.
(TTY users in
Canada can dial 1-800-263-3830.)
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Pontiac Roadside Assistance Program
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Security While You Travel
I-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:
a Fuel delivery
a Keys locked in vehicle
a Tow to nearest dealership for warranty service
a 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
0 Glass replacement
Tire repair facilities
Rental vehicle or taxis
Airports or train stations
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
Mileage of vehicle
0 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
-- 1-8Oo-ROADSD3
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
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
1998 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 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 (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 $3O/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 $3O/day, for any documented
transportation you receive.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.

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 andor 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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