2003 PONTIAC GRAND AM Owners Manual

Maintenance Record (cont’d)
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Section 7 Customer Assistance Information
Customer Assistance Information ...................... 7.2
Customer Satisfaction Procedure
...................... 7.2
Customer Assistance for Text
Telephone (TTY) Users
................................ 7.3
Customer Assistance
Off ices ............................ 7.3
GM Mobility Program for Persons
with Disabilities
........................................... 7.5
Roadside Assistance Program
.......................... 7.5 Courtesy Transportation
.................................. -7-6
Reporting Safety Defects to the United
States Government
...................................... 7.8
Reporting Safety Defects to the Canadian Government
............................................... 7.9
Reporting Safety Defects to General Motors
....... 7.9
Service Publications Ordering Information
........... 7.9
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Customer Assistance Information
Customer Satisfaction Procedure
Your 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). 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).
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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: 1-800-955-51
00
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.
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 Off ices
Pontiac encourages customers to call the toll-free
number for assistance. If a
US. customer wishes to
write to Pontiac, the letter should be addressed to
Pontiac’s Customer Assistance Center.
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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)
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
U.S. Virgin Islands:
Fax Number: 31 3-381 -0022
1 -800-496-9994
Canada
General Motors of Canada Limited
Customer Communication Centre, 163-005 1908 Colonel Sam Drive
Oshawa, Ontario
LIH 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.
Long Distance:
01 1-52-53 29 0 800
01 -800-508-0000
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GM Mobility Program for Persons
with Disabilities
1 This program, available to
qualified applicants, can
~ reimburse you up to
' $1,000 toward aftermarket
I driver or passenger
adaptive equipment you
may require for your
vehicle (hand controls,
wheelchair/scooter lifts, etc.).
This program can also provide you with free resource
information, such as area driver assessment centers and
mobility equipment installers. The program is available for
a limited period of time from the date of vehicle purchase/
lease. See your dealer for more details or call the GM
Mobility Assistance Center at 1-800-323-9935. Text
telephone (TTY) users, call 1-800-833-9935.
GM of Canada also has a Mobility Program.
Call
1 -800-GM-DRIVE (463-7483) for details.
All TTY users call 1-800-263-3830.
Roadside Assistance PrOgram
Security While You Travel
I-800-ROADSIDE (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:
0 Fuel delivery
0 Lock-out service (identification required)
0 Tow to nearest dealership for warranty service
0 Change a flat tire
Jump starts
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We have quick, easy access to telephone numbers of
the following additional services depending
on your
needs:
Hotels
Glass replacement
Tire repair facilities
Rental vehicle or taxis
Airports or train stations
Police, fire departments 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
Vehicle Identification Number (VIN) 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 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-ROADSIDE
or 1-800-762-3743, text telephone
(TTY) users, call
1-888-889-2438.
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.
Courtesy Transportation
Pontiac 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.
0 Vehicle license plate number
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The Courtesy Transportation program is offered to retail
purchasehease 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
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Transportation Options
Warranty service can generally be completed while you
wait. However,
if you are unable to wait Pontiac
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 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 (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
you with a courtesy rental vehicle or reimburse you for a
rental vehicle you obtained, at 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
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