2003 CHEVROLET ASTRO service

Section 7 Customer Assistance Information
Customer Assistance Information ..................... .7-2
Customer Satisfaction Procedure
..................... .7-2
Online Owner Center ...................................... 7-4
Customer Assistance for Text
Telephone (TTY) Users
.......... ...... .7-4
Customer Assistance
Off ices .......... ...... .7-4
GM Mobility Program for Persons
with Disabilities
.......................................... .7-5
Roadside Assistance Program
......................... .7-6 Courtesy
Transportation
.................................. .7-8
Reporting Safety Defects
to the United States
Government
............................................. .7-1 P
Reporting Safety Defects to the Canadian
Government
.............................................. 7-1 1
Reporting Safety Defects to General Motors
.................................... .7-11
Service Publications Ordering Information ........ .7-1 I
7- 1

Customer Assistance Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to Chevrolet. 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 Chevrolet Customer Assistance Center by calling
1-800-222-1020. In Canada, contact
GM of Canada
Customer Communication Centre in Oshawa by calling
1-800-263-3777 (English) or 1-800-263-7854 (French).
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 Chevrolet, 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.
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Online Owner Center
The Owner Center at MyGMLink is a resource for your
GM ownership needs. You can find your specific
vehicle information all in one place.
The Owner Center allows you to:
Get e-mail service reminders.
Access information about your specific vehicle.
including tips and videos and an electronic
version of this owner’s manual.
Keep track of your vehicle’s service history and
Find GM dealers for service nationwide.
maintenance
schedule.
Receive special promotions and privileges only
available to MyGMLink members.
Refer to the web for updated information.
To register your vehicle visit www.MyGMLink.com.
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),
Chevrolet has TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate
with Chevrolet by dialing: 1 -800-833-CHEV (2438).
(TTY users in Canada can dial 1-800-263-3830.)
Customer Assistance Off ices
Chevrolet encourages customers to call the toll-free
number for assistance. If a U.S. customer wishes
to write to Chevrolet, the letter should be addressed to
Chevrolet’s Customer Assistance Center.
United States
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 33170
Detroit, MI 48232-51
70
1-800-222-1 020
1-800-833-2438 (For Text Telephone devices (TTYs))
Roadside Assistance: 1 -800-CHEV-USA@ (243-8872)
Fax Number: 31 3-381 -0022
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
Fax Number: 31 3-381 -0022
From
US. Virgin Islands:
Fax Number: 31 3-381 -0022
1-800-496-9994
7-4

Roadside Assistance Program
To enhance Chevrolet’s strong commitment to customer
satisfaction, Chevrolet is excited to announce the
establishment of the Chevrolet Roadside Assistance
Center. As the owner
of a 2003 Chevrolet, membership
in Roadside Assistance is free.
Roadside Assistance is available 24 hours a day,
365 days a year, by calling 1-800-CHEV-USA
(243-8872). This toll-free number will provide you
over-the-phone roadside assistance with minor mechanical problems. If your problem cannot be
resolved over the phone, our advisors have access to
a nationwide network of dealer recommended service
providers. Roadside membership is free; however some
services may incur costs.
Roadside offers two levels of service to the customer,
Basic Care and Courtesy Care:
Roadside Basic Care provides:
0 Toll-free number, 1 -800-CHEV-USA (243-8872),
text telephone (TTY) users, call 1-888-889-2438
Free towing for warranty repairs
Basic over-the-phone technical advice
Available dealer services at reasonable costs
(i.e., wrecker services, locksmith/key service,
glass repair, etc.) Roadside
Courtesy Care provides:
Roadside Basic Care services (as outlined
previously)
Plus:
FREE Non-Warranty Towing (to the closest dealer
from a legal roadway)
FREE Locksmith/Key Service (when keys are lost
FREE Flat Tire Service (spare installed on the road)
FREE Jump Start (at home or on the road)
FREE Fuel Delivery ($5 of fuel delivered on the road)
on
the road or locked inside)
Chevrolet offers Courtesy Transportation for customers
needing warranty service. Courtesy Transportation
will be offered in conjunction with the coverage provided
by the Bumper-to-Bumper New Vehicle Limited
Warranty to eligible purchasers of 2003 Chevrolet
passenger cars and light duty trucks. (See your selling
dealer for details.)
7-6

Courtesy Care is available to retail and retail lease
customers operating 2003 and newer Chevrolet vehicles
for a period of
3 years/36,000 miles (60 000 km),
whichever occurs first. All
Courtesy Care services
must be pre-arranged by Chevrolet Roadside or dealer
service management.
Basic Care and Courtesy Care are not part of or included
in the coverage provided by the New Vehicle Limited
Warranty. Chevrolet reserves the right to modify or
discontinue
Basic Care and Courtesy Care at any time.
The Roadside Assistance Center uses companies
that will provide you with quality and priority service.
When roadside services are required, our advisors will
explain any payment obligations that may be incurred
for utilizing outside services. For
prompt assistance when calling, please have the
following available to give
to the advisor;
Vehicle Identification Number (VIN)
License plate number
0 Vehicle color
Vehicle location
Telephone number where you can be reached
Vehicle mileage
0 Description of problem
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
Warranty and Owner Assistance Information book.
7-7

Courtesy Transportation
Chevrolet has always exemplified quality and value
in its offering of motor vehicles. To enhance your
ownership experience, we and our participating dealers
are proud to offer Courtesy Transportation, a customer
support program for new vehicles.
The Courtesy Transportation program is offered to
retail purchaseAease customers in conjunction with
the Bumper-to-Bumper coverage provided by the
New Vehicle Limited Warranty. Several transportation
options are available when warranty repairs are
required. This will reduce your inconvenience during
warranty repairs.
Plan Ahead When Possible
When your vehicle requires warranty service, you
should contact your dealer and request an appointment.
By scheduling a service appointment and advising
your service consultant of your transportation needs,
your dealer can help minimize your inconvenience.
If your vehicle cannot be scheduled into the service
department immediately, keep driving it until it can be
scheduled for service, unless, of course, the problem
is safety-related. If it is, please call your dealership,
let them know this, and ask for instructions.
If the dealer requests that you simply drop the vehicle
off for service, you are urged to do
so as early in
the work day as possible to allow for same day repair.
7-e

Transportation Options
Warranty service can generally be completed while
you wait. However,
if you are unable to wait Chevrolet
helps minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
your dealer can offer you one of the following:
Shuttle Service
Participating dealers can provide you with shuttle
service to get you to your destination with minimal
interruption of your daily schedule. This includes a
one way shuttle ride to a destination up to
10 miles
from the dealership.
Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs,
reimbursement up to
$30 per day (five day maximum)
may be available for the use of public transportation
such as taxi or bus. In addition, should you arrange
transportation through a friend or relative,
reimbursement for reasonable fuel expenses up to
$10 per day (five day maximum) may be available.
Claim amounts should reflect actual costs and be
supported by original receipts.
Courtesy Rental Vehicle
When your vehicle is unavailable due to overnight
warranty repairs, your dealer may arrange to provide
you with a courtesy rental vehicle or reimburse you
for a rentai vehicle you obtained, at actuai cost, up to
a maximum of
$30.00 per day supported by receipts.
This requires that you sign and complete a rental
agreement and meet state, local and rental vehicle
provider requirements. Requirements vary and
may include minimum age requirements, insurance
coverage, credit card, etc. You are responsible for
fuel usage charges and may also be responsible
for taxes, levies, usage fees, excessive mileage or
rental usage beyond the completion of the repair.
Generally it is not possible to provide a like-vehicle as
a courtesy rental.
7-9

Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period, but
it
is not part of the New Vehicle Limited Warranty.
A separate booklet entitled “Warranty and Owner
Assistance Information” furnished with each new
vehicle provides detailed warranty coverage information.
Courtesy Transportation is available only at participating
dealers and all program options, such as shuttle service,
may not be available at every dealer. Please contact
you dealer for specific information about availability.
All Courtesy Transportation arrangements will be
administered by appropriate dealer personnel.
Canadian Vehicles: For warranty repairs during the
Complete Vehicle Coverage period of the General
Motors
of Canada New Vehicle Limited Warranty,
alternative transportation may be available under the
Courtesy Transportation Program. Please consult
your dealer for details.
General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at
any time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described
herein at its sole discretion.
Reporting Safety Defects to the
United States Government
If you believe that your vehicle has a defect which could
cause a crash or could cause injury or death, you
should immediately inform the National Highway Traffic
Safety Administration (NHTSA), in addition to notifying
General Motors.
If NHTSA receives similar complaints, it may open an
investigation, and
if it finds that a safety defect exists in
a group of vehicles, it may order a recall and remedy
campaign. However, NHTSA cannot become involved
in individual problems between you, your dealer
or
General Motors.
To contact NHTSA, you may either call the Auto Safety
Hotline toll-free at 1-800-424-9393 (or 366-01 23 in
the Washington, D.C. area) or write to:
NHTSA,
U.S. Department of Transportation
Washington, D.C. 20590
You can also obtain other information about motor
vehicle safety from the hotline.
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