2007 CADILLAC ESCALADE ESV Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
537

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
538

Customer Assistance and Information....... 540
Customer Satisfaction Procedure............... 540
Online Owner Center................................. 543
Customer Assistance for Text Telephone
(TTY) Users........................................... 543
Customer Assistance Offices..................... 544
GM Mobility Reimbursement Program........ 545
Roadside Service...................................... 545
Courtesy Transportation............................. 549
Vehicle Data Collection and Event Data
Recorders.............................................. 551
Collision Damage Repair........................... 552Reporting Safety Defects............................ 556
Reporting Safety Defects to the
United States Government..................... 556
Reporting Safety Defects to the
Canadian Government............................ 556
Reporting Safety Defects to
General Motors...................................... 557
Service Publications Ordering
Information............................................. 557
Section 7 Customer Assistance Information
539

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important
to your dealer and to Cadillac. 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, in the U.S., contact the Cadillac
Customer Assistance Center, 24 hours a day,
by calling 1-800-458-8006. In Canada, contact
the Canadian Cadillac Customer Communication
Centre by calling 1-888-446-2000.
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 (VIN).
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 Cadillac, 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.
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STEP THREE (US Owners):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
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.
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STEP THREE (Canadian Owners):
General Motors Participation in the
Mediation/Arbitration Program
In the event that you do not feel your concerns
have been addressed after the 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
542

Online Owner Center
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
(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 customers who are deaf, hard of
hearing, or speech-impaired and who use
Text Telephones (TTYs), Cadillac has TTY
equipment available at its Customer Assistance
Center. Any TTY user can communicate with
Cadillac by dialing: 1-800-833-CMCC (2622).
(TTY users in Canada can dial 1-800-263-3830.)
543

Customer Assistance Offices
Cadillac encourages customers to call the toll-free
number for assistance. However, if a customer
wishes to write or e-mail Cadillac, the letter should
be addressed to:
United States — Customer Assistance
Cadillac Customer Assistance Center
Cadillac Motor Car Division
P.O. Box 33169
Detroit, MI 48232-5169
www.Cadillac.com
1-800-458-8006
1-800-833-2622 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-882-1112
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
Canadian Cadillac Customer Communication
Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-888-446-2000
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-882-1112
Overseas — Customer Assistance
Please contact the local General Motors
Business Unit.
Mexico, Central America and
Caribbean Islands/Countries
(Except Puerto Rico and U.S. Virgin
Islands) — Customer Assistance
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.
01-800-508-0000
Long Distance: 011-52-53 29 0 800
544