2004 CHEVROLET EPICA service

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Maintenance Record
6-28

Customer Assistance and 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...................................7-7
Vehicle Data Collection and Event Data
Recorders................................................7-10Reporting Safety Defects................................7-11
Reporting Safety Defects to the United States
Government..............................................7-11
Reporting Safety Defects to the Canadian
Government..............................................7-11
Reporting Safety Defects to
General Motors.........................................7-12
Service Publications Ordering Information.........7-12
Section 7 Customer Assistance and Information
7-1

Customer Assistance and
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.
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).
7-2

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.Online Owner Center
The Owner Center 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. (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

Roadside Assistance Program
Security While You Travel
1-800-CHEV-USA (243-8872)
As the proud owner of a new Chevrolet vehicle, you
are automatically enrolled in the Chevrolet 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. Chevrolet’s Roadside
Assistance toll-free number is staffed by courteous
and capable Roadside Assistance Representatives who
are available 24 hours a day, 365 days a year.
We will provide the following services during the
Bumper-to-Bumper warranty period, at no expense
to you:
•Fuel Delivery:Delivery of enough fuel
($5 maximum) for the customer to get to the
nearest service station.
•Lock-out Service (identication required):
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.
•Emergency Tow:Tow to the nearest dealership for
warranty service or in the event of a vehicle-disabling
accident. Assistance when the vehicle is mired in
sand, mud or snow.
•Flat Tire Change:Installation of a spare tire will be
covered at no charge. (The customer is responsible
for the repair or replacement of the tire if not covered
by a warrantable failure.)
•Jump Start:No-start occurrences which require a
battery jump start will be covered at no charge.
•Dealer Locator Service
In many instances, mechanical failures are covered
under Chevrolet’s Bumper-to-Bumper warranty.
However, when other services are utilized, our Roadside
Assistance Representatives will explain any payment
obligations you might incur.
7-6

For prompt and efficient assistance when calling, please
provide the following to the Roadside Assistance
Representative:
•Your name, home address, and home telephone
number
•Telephone number of your location
•Location of the vehicle
•Model, year, color, and license plate number
•Mileage, Vehicle Identification Number and delivery
date of the vehicle
•Description of the problem
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 are only a
phone call away. Chevrolet Roadside Assistance:
1-800-CHEV-USA (1-800-234-8872), text telephone
(TTY) users, call 1-888-889-2438.
Chevrolet reserves the right to limit services or
reimbursement to an owner or driver when, in
Chevrolet’s judgement, the claims become excessive
in frequency or type of occurrence.Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Buick reserves the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.
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
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 purchase/lease 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.
7-7

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.
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 or round trip shuttle service to a destination up
to 10 miles from the dealership.
Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs,
reimbursement (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 (five day maximum) may be available.
Claim amounts should reflect actual costs and be
supported by original receipts.
7-8

Courtesy Rental Vehicle
Your dealer may arrange to provide you with a courtesy
rental vehicle or reimburse you for a rental vehicle
you obtained if your vehicle is kept for a warranty
repair. Reimbursement will be limited to a maximum
of $30.00 a day and must be 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.
Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period, but it
is notpart 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.
7-9