2003 GMC SAVANA service

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenance Record
6-22
2003 - Savana OM

Customer Assistance Information......................7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-3
Customer Assistance for Text Telephone
(TTY) Users...............................................7-4
Customer Assistance Offices............................7-4
GM Mobility Program for Persons with
Disabilities..................................................7-5
Roadside Assistance Program..........................7-6
Courtesy Transportation...................................7-7Reporting Safety Defects..................................7-9
Reporting Safety Defects to the United States
Government...............................................7-9
Reporting Safety Defects to the Canadian
Government..............................................7-10
Reporting Safety Defects to
General Motors.........................................7-10
Service Publications Ordering Information.........7-10
Section 7 Customer Assistance Information
7-1
2003 - Savana OM

Customer Assistance
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to GMC. 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 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).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 Identication 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 GMC, please remember that your
concern will likely be resolved at a dealer’s facility.
That is why we suggest you follow Step One rst if you
have a concern.
STEP THREE:Both General Motors and your dealer
are committed to making sure you are completely
satised with your new vehicle. However, if you continue
to remain unsatised after following the procedure
outlined in Steps One and Two, you should le 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).
7-2
2003 - Savana OM

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 tolling out 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.Online Owner Center
The Owner Center is a resource for your GM ownership
needs. You cannd your specic vehicle information
all in one place.
The Owner Center allows you to:
Get e-mail service reminders.
Access information about your specic vehicle,
including tips and videos and an electronic
version of this owner’s manual. (United States only)
Keep track of your vehicle’s service history and
maintenance schedule.
Find GM dealers for service nationwide.
Receive special promotions and privileges only
available to members. (United States only)
Refer to the web for updated information.
To register your vehicle, visit www.MyGMLink.com.
(United States) or My GM Canada within
www.gmcanada.com (Canada).
7-3
2003 - Savana OM

Roadside Assistance Program
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 Change: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 $5.00)
will be covered.
Jump Start:No-start situations which require a battery
jump start will be covered at no charge.
Lock 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 within 10 miles (16 km).
Emergency Towing Service:Towing to the nearest GMC
dealer for warranty related disablements will be covered.
Trip Routing:Custom-made, computerized highlighted
maps using the most direct or scenic route are provided
free of charge. Maps include points of interest and a
list of GMC dealers along the route. Also included is
a list of hotels along the route that are discounted
through affiliation with“Quest International.”Trip Routing
is available through Roadside Assistance by calling
1-800-GMC-8782 (462-8782). Please be prepared to
provide your Vehicle Identication Number (VIN).
Allowve working days for fulllment.Trip Interruption 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. 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 lease customers operating 2003 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.
Just dial GMC Roadside Assistance at 1-800-GMC-8782
(1-800-462-8782, Roadside Assistance prompt) to
reach a qualied representative who can assist you.
Text telephone (TTY) users, call 1-888-889-2438.
7-6
2003 - Savana OM

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 the same day repair.
Transportation Options
Warranty service can generally be completed while you
wait. However, if you are unable to wait, GMC 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 (ve days 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 (ve day maximum) may be available.
Claim amounts should reect 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 rental vehicle you obtained, at an actual 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.
7-8
2003 - Savana OM

Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period,
but itis notpart of the New Vehicle Limited Warranty.
A separate booklet entitledWarranty and Owner
Assistance Informationfurnished 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 your dealer for specic 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
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 itnds 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 366-0123 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.
7-9
2003 - Savana OM

Reporting Safety Defects to the
Canadian Government
If you live in Canada, and you believe that your vehicle
has a safety defect, you should immediately notify
Transport Canada, in addition to notifying General
Motors of Canada Limited. You may write to:
Transport Canada
330 Sparks Street
Tower C
Ottawa, Ontario K1A 0N5
Reporting Safety Defects to
General Motors
In addition to notifying NHTSA (or Transport Canada) in
a situation like this, we certainly hope you’ll notify us.
Please call us at 1-800-GMC-8782 (1-800-462-8782),
or write:
Pontiac-GMC Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172
In Canada, please call us at 1-800-263-3777 (English)
or 1-800-263-7854 (French). Or, write:
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Service Publications Ordering
Information
Service Manuals
Service Manuals have the diagnosis and repair
information on engines, transmission, axle, suspension,
brakes, electrical, steering, body, etc.
RETAIL SELL PRICE: $120.00
Transmission, Transaxle, Transfer
Case Unit Repair Manual
This manual provides information on unit repair service
procedures, adjustments, and specications for GM
transmissions, transaxles, and transfer cases.
RETAIL SELL PRICE: $50.00
Service Bulletins
Service Bulletins give technical service information
needed to knowledgeably service General Motors cars
and trucks. Each bulletin contains instructions to
assist in the diagnosis and service of your vehicle.
In Canada, information pertaining to Product Service
Bulletins can be obtained by contacting your General
Motors dealer or by calling 1-800-GM-DRIVE
(1-800-463-7483).
7-10
2003 - Savana OM