2005 SATURN L-SERIES phone

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-4
Customer Assistance for Text Telephone
(TTY) Users...............................................7-4
GM Mobility Reimbursement Program................7-5
Roadside Assistance Program..........................7-5
Vehicle Data Collection and Event Data
Recorders..................................................7-7Reporting Safety Defects..................................7-8
Reporting Safety Defects to the United States
Government...............................................7-8
Reporting Safety Defects to the Canadian
Government...............................................7-8
Reporting Safety Defects to Saturn...................7-8
Service Publications Ordering Information...........7-9
Section 7 Customer Assistance and Information
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Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your retailer and to Saturn. Together we are committed
to providing our customers with unparalleled service,
before, during and after the purchase of a Saturn
vehicle, for total customer satisfaction. We call this the
Saturn Difference. Normally, any concerns with the
sales transaction or the operation of your vehicle will be
resolved by your retailer’s sales or service departments.
If, for any reason, your ownership experience falls
below your expectations, we suggest you take
the following action:
STEP ONE:Contact the Retail Customer Assistance
Liaison. Any member of the retail management team has
the authority and the desire to resolve your concerns.
Normally, concerns can be quickly resolved at this level.STEP TWO:Should you need additional assistance,
contact the Saturn Customer Assistance Center by
calling 1-800-553-6000. In Canada, contact the Saturn
Customer Communication Centre at 1-800-263-1999.
A Saturn Customer Assistance Center team member will
handle your call and assist in providing product and
warranty information, the nearest retailer location,
roadside assistance, brochures, literature and discuss
any concerns you may have.
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 17-digit number
can be found on the vehicle registration or title, on
the upper driver’s side corner of the dash, or on
your roadside assistance key card.
•The name of your selling and servicing retail facility.
•Vehicle delivery date and present mileage.
•Your daytime and evening phone numbers.
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If you wish to write to the Saturn Customer Assistance
Center, our address is:
Saturn Customer Assistance Center
100 Saturn Parkway
Mail Code 371-999-S24 Spring Hill, TN 37174-1500
In Canada, write to:
Saturn Customer Communication Centre
General Motors of Canada Ltd.
1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7
When contacting Saturn, please remember that
your concern will likely be resolved at a retailer’s facility.
That is why we suggest you follow Step One first if
you have a concern.
STEP THREE:Both Saturn and its retailers are
committed to making sure you are completely satisfied
with your Saturn vehicle. However, if you continue to
remain unsatisfied after following the procedure outlined
in Steps One and Two, Saturn and its retailers offer the
additional assistance of a neutral party through our
voluntary participation in a mediation/arbitration program
called BBB Auto Line. Canadian owners refer to your
Warranty and Owner Assistance Information booklet,
located in the front cover pocket of your owner’s
handbook, 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.
This program is available at no cost to you, our customer.
We ask that you not resort to BBB Auto Line until after
Saturn and its retailers have been given the opportunity
to satisfy your vehicle concerns. However, U.S. residents
may file a claim at any time by contacting your local
Better Business Bureau at 1-800-955-5100.
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 Auto Line Program by using
the toll-free telephone number or by writing them at the
following address:
BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
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This program is available in all 50 states and the
District of Columbia. Eligibility is limited by vehicle
age, mileage and other factors. Saturn Corporation
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. Specific vehicle information can be found in
one place.
The Online 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).
Customer Assistance for Text
Telephone (TTY) Users
To assist owners who have hearing difficulties, Saturn
has installed special TDD (Telecommunication Devices
for the Deaf) equipment in its Saturn Customer
Assistance Center.
Any hearing- or speech-impaired customer who has
access to a TDD or to a conventional Text Telephone
(TTY) can communicate with Saturn by dialing
1-800-TDD-6000. TTY users in Canada may dial
1-800-263-3830.
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GM Mobility Reimbursement
Program
This program, available to qualified applicants, can
reimburse you up to $1,000 toward eligible aftermarket
driver or passenger adaptive equipment you may
require for your vehicle such as hand controls,
wheelchair/scooter lifts, etc.
The offer is available for a limited period of time from
the date of vehicle purchase/lease.
For more details, or to determine your vehicle’s
eligibility, visit your Saturn retailer or call the Saturn
Customer Assistance Center at 1-800-553-6000.
Text telephone (TTY) users, call 1-800-833-6000.
In Canada, customers may call the Saturn Customer
Communication Centre at 1-800-263-1999. TTY users
in Canada may call 1-800-263-3830.
Roadside Assistance Program
For vehicles purchased in the U.S. call 1-800-553-6000
(TTY: 1-800-833-6000).
For vehicles purchased in Canada call 1-800-268-6800.As the proud owner of a new Saturn vehicle, you are
automatically enrolled in the Saturn 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. Saturn’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 Saturn
retailer for warranty service or in the event of
a vehicle-disabling accident. Assistance provided
when the vehicle is mired in sand, mud, or snow.
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•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.
•Saturn Retailer Locator Service
In many instances, mechanical failures are covered
under Saturn’s Bumper-to-Bumper warranty. However,
when other services are utilized, our Roadside
Assistance Representatives will explain any payment
obligations you might incur.
For prompt and efficient assistance when calling, please
provide the following to the Roadside Assistance
Representatives:
•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 problemWhile 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. Saturn Roadside Assistance: 1-800-553-6000;
text telephone (TTY) users, call 1-800-833-6000.
Saturn reserves the right to limit services or
reimbursement to an owner or driver when, in Saturn’s
judgment, 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.
Saturn 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 Saturn
Roadside Assistance program accessible from anywhere
in Canada or the United States. Please refer to the
Warranty and Owner Assistance Information book.
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Child Restraints (cont.)
Securing a Child Restraint Designed for
the LATCH System...................................1-41
Securing a Child Restraint in a Rear Seat
Position..................................................1-41
Securing a Child Restraint in the Right
Front Seat Position...................................1-43
Top Strap...................................................1-37
Top Strap Anchor Location............................1-38
Where to Put the Restraint...........................1-36
Cigarette Lighter.............................................3-17
Cleaning
Aluminum Wheels........................................5-78
Exterior Lamps/Lenses.................................5-76
Fabric/Carpet..............................................5-73
Finish Care.................................................5-76
Glass Surfaces............................................5-75
Instrument Panel.........................................5-75
Interior Plastic Components...........................5-75
Tires..........................................................5-78
Underbody Maintenance...............................5-79
Vinyl..........................................................5-75
Washing Your Vehicle...................................5-76
Weatherstrips..............................................5-76
Windshield and Wiper Blades........................5-77Climate Control System...................................3-18
Air Filter, Passenger Compartment.................3-21
Outlet Adjustment........................................3-20
Comfort Guides, Rear Safety Belt.....................1-24
Compact Spare Tire........................................5-72
Control of a Vehicle.......................................... 4-6
Coolant
Engine Temperature Gage............................3-30
Engine Temperature Warning Light.................3-29
Low Warning Light.......................................3-30
Surge Tank Pressure Cap.............................5-23
Cooling System..............................................5-26
Cruise Control Lever.......................................3-10
Customer Assistance Information
Customer Assistance for Text
Telephone (TTY) Users............................... 7-4
Customer Satisfaction Procedure..................... 7-2
GM Mobility Reimbursement Program............... 7-5
Reporting Safety Defects to Saturn.................. 7-8
Reporting Safety Defects to the
Canadian Government................................ 7-8
Reporting Safety Defects to the
United States Government.......................... 7-8
Roadside Assistance Program......................... 7-5
Service Publications Ordering Information......... 7-9
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