2007 BUICK LUCERNE Owner's Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
457

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
458

Customer Assistance and Information....... 460
Customer Satisfaction Procedure............... 460
Online Owner Center................................. 463
Customer Assistance for
Text Telephone (TTY) Users.................. 464
Customer Assistance Offices..................... 464
GM Mobility Reimbursement Program........ 465
Roadside Assistance Program................... 466
Courtesy Transportation............................. 469
Vehicle Data Collection and Event
Data Recorders...................................... 471
Collision Damage Repair........................... 472Reporting Safety Defects............................ 477
Reporting Safety Defects to the
United States Government..................... 477
Reporting Safety Defects to the
Canadian Government............................ 477
Reporting Safety Defects to
General Motors...................................... 478
Service Publications Ordering
Information............................................. 478
Section 7 Customer Assistance Information
459

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important
to your dealer and to Buick. Normally, any
concerns with the sales transaction or the
operation of your vehicle will be resolved by your
GM 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, in the U.S., contact the Buick
Customer Assistance Center by calling
1-800-521-7300. In Canada, contact General
Motors of Canada Customer Communication
Centre 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.
Dealership name and location
Vehicle delivery date and present mileage
When contacting Buick, 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.
460

STEP THREE — U.S. Owners:Both General
Motors and your dealer are committed to making
sure you are completely satised with your new
vehicle. However, in the United States, if you
continue to remain unsatised after following the
procedure outlined in Steps One and Two, you
should le with the BBB Auto Line Program to
enforce your rights.
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 ling 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 using
the toll-free telephone number or write them at the
following address:
BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
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.
461

STEP THREE — Canadian Owner:In the event
that you do not feel your concerns have been
addressed after following the procedure outlined in
Steps one and two, General Motors of Canada
Limited wants you to be aware of its participation
in a no-charge Mediation/Arbitration program.
General Motors of Canada Limited has committed
to binding arbitration of owner disputes involving
factory-related vehicle service claims. The program
provides for the review of the facts involved by
an impartial third party arbiter, and may include an
informal hearing before the arbiter. The program
is designed so that the entire dispute settlement
process, from the time you le your complaint
to the nal decision, should be completed
in approximately 70 days. We believe our impartial
program offers advantages over courts in most
jurisdictions because it is informal, quick, and free
of charge.For further information concerning eligibility in
the Canadian Motor Vehicle Arbitration Plan
(CAMVAP), call toll-free 1-800-207-0685.
Alternatively you may call the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or you may
write to the Mediation/Arbitration Program at
the following address. Your inquiry should
be accompanied by your Vehicle Identication
Number (VIN).
Mediation/Arbitration Program
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
462

Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your GM
ownership needs. Specic vehicle information
can be found in one place.
The Online 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 manual.
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.
Refer to www.MyGMLink.com on the web for
updated information and to register your vehicle.
My GM Canada (Canada only)
My GM Canada is a password-protected section
of gmcanada.com where you can save information
on GM vehicles, get personalized offers, and
use handy tools and forms with greater ease.
Here are a few of the valuable tools and services
you will have access to:
My Showroom: Find and save information on
vehicles and current offers in your area.
My Dealers/Retailers: Save details such as
address and phone number for each of
your preferred GM Dealers or Retailers.
My Driveway: Receive service reminders and
helpful advice on owning and maintaining
your vehicle.
My Preferences: Manage your prole,
subscribe to E-News and use tools and forms
with greater ease.
To sign up to My GM Canada, visit the My GM
Canada section within www.gmcanada.com.
463

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), Buick has TTY
equipment available at its Customer Assistance
Center. Any TTY user can communicate with
Buick by dialing: 1-800-83-BUICK. TTY users in
Canada can dial 1-800-263-3830.
Customer Assistance Offices
Buick encourages customers to call the toll-free
number for assistance. However, if a customer
wishes to write or e-mail Buick, the letter should
be addressed to:
United States — Customer Assistance
Buick Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136
www.Buick.com
1-800-521-7300
1-800-832-8425 (For Text Telephone
devices (TTYs))Roadside Assistance: 1-800-252-1112
Fax Number: 313-381-0022
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
Fax Number: 313-381-0022
From U.S. Virgin Islands
1-800-496-9994
Fax Number: 313-381-0022
Canada — Customer Assistance
General Motors of Canada Limited
Customer Communication
Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
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
464