2002 PONTIAC GRAND AM Owners Manual

7-22
USAGEFLUID/LUBRICANT
Key
Lock CylindersMulti-Purpose Lubricant,
Superlube
(GM Part
No. 12346241 or equivalent).
Hood Latch
Assembly,
Secondary Latch,
Pivots, Spring
Anchor and
Release PawlLubriplate
Lubricant Aerosol
(GM Part No. 12346293 or
equivalent) or lubricant meeting
requirements of NLGI # 2,
Category LB or GC
-LB.
USAGEFLUID/LUBRICANT
Hood and
Door HingesMulti-Purpose Lubricant,
Superlube
(GM Part
No. 12346241 or equivalent).
Weatherstrip
ConditioningDielectric Silicone Grease
(GM Part No. 12345579
or equivalent).

7-23
Part E: Maintenance Record
After the scheduled services are performed, record the date, odometer reading and who performed the service in the
boxes provided after the maintenance interval. Any additional information from ªOwner Checks and Servicesº or
ªPeriodic Maintenanceº can be added on the following record pages. Also, you should retain all maintenance receipts.
Your owner information portfolio is a convenient place to store them.
Maintenance Record
DATEODOMETER
READINGSERVICED BYMAINTENANCE PERFORMED

7-24
Maintenance Record
DATEODOMETER
READINGSERVICED BYMAINTENANCE PERFORMED

8-
8-1
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.
8
-2 Pontiac Cares
8
-2 What Makes Up Pontiac Cares?
8
-3 Customer Satisfaction Procedure
8
-5 Customer Assistance for Text Telephone
(TTY) Users
8
-5 Customer Assistance Offices
8
-6 GM Mobility Program for Persons
with Disabilities
8
-6 Pontiac Roadside Assistance Program8
-8 Canadian Roadside Assistance
8
-8 Courtesy Transportation
8
-10 Warranty Information
8
-10 Reporting Safety Defects to the United
States Government
8
-11 Reporting Safety Defects to the
Canadian Government
8
-11 Reporting Safety Defects to General Motors

8-2
Pontiac Cares
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.
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 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.

8-3
Customer Satisfaction ProcedureYour satisfaction and goodwill are important to your
dealer and to Pontiac. Normally, any concerns with the
sales transaction or the operation of your vehicle will be
resolved by your dealer's sales or service departments.
Sometimes, however, despite the best intentions of
all concerned, misunderstandings can occur. If your
concern has not been resolved to your satisfaction,
the following steps should be taken:
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
1-800-762-2737. In Canada, contact GM of Canada
Customer Communication Centre in Oshawa by calling
1-800-263-3777 (English) or 1-800-263-7854 (French).

8-4
We encourage you to call the toll-free number in order
to give your inquiry prompt attention. Please have the
following information available to give the Customer
Assistance Representative:

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
When contacting Pontiac, please remember that
your concern will likely be resolved at a dealer's facility.
That is why we suggest you follow Step One first if
you have a concern.
STEP THREE -- Both General Motors and your
dealer are committed to making sure you are
completely satisfied with your new vehicle. However,
if you continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, you should
file with the GM/BBB Auto Line Program to enforce
any additional rights you may have. Canadian owners
refer to your Warranty and Owner Assistance
Information booklet for information on the Canadian
Motor Vehicle Arbitration Plan (CAMVAP).The BBB Auto Line Program is an out of court program
administered by the Council of Better Business Bureaus
to settle automotive disputes regarding vehicle repairs or
the interpretation of the New Vehicle Limited Warranty.
Although you may be required to resort to this informal
dispute resolution program prior to filing a court action,
use of the program is free of charge and your case
will generally be heard within 40 days. If you do not
agree with the decision given in your case, you may
reject it and proceed with any other venue for relief
available to you.
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
-800-955-5100
This program is available in all 50 states and the
District of Columbia. Eligibility is limited by vehicle age,
mileage and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.

8-5
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 (7668).
(TTY users in Canada can dial 1
-800-263-3830.)
Customer Assistance Offices
Pontiac encourages customers to call the toll-free number
for assistance. If a U.S. customer wishes to write to Pontiac,
the letter should be addressed to Pontiac's Customer
Assistance Center.
United States
Pontiac-GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172
1-800-762-2737 or
1-800-833-7668 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-ROADSIDE
(762-3743)
From:
Puerto Rico: 1-800-496-9992 (English)
1-800-496-9993 (Spanish)
U.S. Virgin Islands: 1-800-496-9994
Fax Number: 313-381-0022
Canada
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800
All Overseas Locations
Please contact the local General Motors Business Unit.
Mexico, Central America and Caribbean
Islands/Countries (Except Puerto Rico and
U.S. Virgin Islands)
General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Paseo de la Reforma # 2740
Col. Lomas de Bezares
C.P. 11910, Mexico, D.F.
01-800-508-0000
Long Distance: 011-52 - 53 29 0 800