2007 CHEVROLET EXPRESS PASSANGER service

Customer Assistance and Information....... 424
Customer Satisfaction Procedure............... 424
Online Owner Center................................. 427
Customer Assistance for Text
Telephone (TTY) Users.......................... 428
Customer Assistance Offices..................... 428
GM Mobility Reimbursement Program........ 429
Roadside Assistance Program................... 430
Courtesy Transportation............................. 432
Collision Damage Repair........................... 435Reporting Safety Defects............................ 438
Reporting Safety Defects to the
United States Government..................... 438
Reporting Safety Defects to the
Canadian Government............................ 439
Reporting Safety Defects to
General Motors...................................... 439
Service Publications Ordering Information.... 440
Vehicle Data Recording and Privacy......... 441
Event Data Recorders............................... 442
OnStar...................................................... 443
Navigation System..................................... 443
Radio Frequency
Identification (RFID)............................... 443
Section 7 Customer Assistance Information
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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, in the U.S., contact the
Chevrolet Customer Assistance Center by
calling 1-800-222-1020. 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 Identification 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
(kilometers).
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.
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STEP THREE — Canadian Owners:In the event
that you do not feel your concerns have been
addressed after following the procedure outlined in
Steps 1 and 2, 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 file your complaint
to the final decision, should be completed in about
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
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Your inquiry should be accompanied by your
Vehicle Identification Number (VIN).
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Online Owner Center
Online Owner Center
(United States only)
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 manual.
•Keep track of your vehicle’s service history
and maintenance schedule.
•Find GM dealers/retailers 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 profile,
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.
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Roadside Assistance Program
In the U.S., call1-800-CHEV-USA
(1-800-243-8872); (Text telephone (TTY):
1-800-833-6000).
In Canada, call1-800-268-6800.
Service is available 24 hours a day,
365 days a year.
As the owner of a new Chevrolet vehicle,
you are automatically enrolled in the
Chevrolet Roadside Assistance program.
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. In Canada,
a person driving this vehicle without the consent
of the owner is not eligible for coverage.
The following services are provided in the U.S.
during the Bumper-to-Bumper warranty period and,
in Canada, during the Base Warranty coverage
period of the New Vehicle Limited Warranty, up to
a maximum coverage of $100.
•Fuel Delivery:Delivery of enough fuel for the
vehicle to get to the nearest service station
(approximately $5 in Canada). Serviceto provide diesel may be restricted. For safety
reasons, propane and other alternative
fuels will not be provided through this service.
•Lock-out Service:To ensure security,
the driver must present personal identification
before lock-out service is provided. In
Canada, the vehicle registration is also
required. Lock-out service will be covered at
no charge if you are unable to gain entry
into your vehicle. A remote unlock may
be available if you have an active OnStar
®
subscription.
•Emergency Tow From a Public Roadway
or Highway:Tow to the nearest dealership
for warranty service or in the event of a
vehicle-disabling accident. Winch-out
assistance when the vehicle is mired in sand,
mud, or snow.
•Flat Tire Change:Installation of a spare tire
in good condition, when equipped and
properly inflated, is covered at no charge.
The customer is responsible for the repair or
replacement of the tire if not covered by a
warrantable failure.
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•Jump Start:No-start occurrences which
require a battery jump start will be covered
at no charge.
•Trip Routing Service (Canada only):Upon
request, Roadside Assistance will send you
detailed, computer personalized maps,
highlighting your choice of either the most
direct route or the most scenic route to your
destination, anywhere in North America,
along with helpful travel information pertaining
to your trip.
We will make every attempt to send your
personalized trip routing as quickly as
possible, but it is best to allow three weeks
before your planned departure date.
Trip routing requests will be limited to
six per calendar year.
•Trip Interruption Benets and Assistance
(Canada only):In the event of a warranty
related vehicle disablement, while en route and
over 250 kilometres from original point of
departure, you may qualify for trip interruption
expense assistance. This assistance covers
reasonable reimbursement of up to a
maximum of $500 (Canadian) for (A) meals
(maximum of $50/day), (B) lodging (maximumof $100/night) and (C) alternate ground
transportation (maximum of $40/day). This
benefit is to assist you with some of the
unplanned expense you may incur while
waiting for your vehicle to be repaired.
Pre-authorization, original detailed receipts
and a copy of the repair order are required.
Once authorization has been given, your
advisor will help you make any necessary
arrangements and explain how to claim for trip
interruption expense assistance.
•Alternative Service (Canada only):There
may be times, when Roadside Assistance
cannot provide timely assistance. Your advisor
may authorize you to secure local emergency
road service, and you will be reimbursed
up to $100 upon submission of the original
receipt to Roadside Assistance.
In many instances, mechanical failures are covered
under Chevrolet’s Bumper-to-Bumper warranty, for
U.S. customers, and the duration of the Base
Warranty Coverage of the New Vehicle Limited
Warranty, for Canadian customers. However, any
cost for parts and labor for non-warranty repairs are
the responsibility of the driver.
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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
of the vehicle
•Odometer reading, Vehicle Identification
Number (VIN), and delivery date of the vehicle
•Description of the problem
Chevrolet and General Motors of Canada Limited
reserve the right to limit services or reimbursement
to an owner or driver when, in their sole
discretion, 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. Chevrolet and General Motors of
Canada Limited reserve the right to make any
changes or discontinue the Roadside Assistance
program at any time without notification.
Towing and Road Service Exclusions
Specifically excluded from Roadside Assistance
coverage are towing or services for vehicles
operated on a non-public roadway or highway,
fines, impound towing caused by a violation
of local, Municipal, State, Provincial, or Federal
law, and mounting, dismounting or changing
of snow tires, chains, or other traction devices.
Courtesy Transportation
To enhance your ownership experience, we and
our participating dealers are proud to offer
Courtesy Transportation, a customer support
program for new vehicles.
For warranty repairs during the Bumper-to-Bumper
(U.S.) or Base Warranty Coverage period
(Canada), provided by the New Vehicle Limited
Warranty, interim transportation may be available
under the Courtesy Transportation program.
Several courtesy transportation options are
available to assist in reducing your inconvenience
when warranty repairs are required.
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Courtesy Transportation is not a part of the
New Vehicle Limited Warranty and is available
only at participating dealers. A separate booklet
entitled “Warranty and Owner Assistance
Information” furnished with each new vehicle
provides detailed warranty coverage information.
Scheduling Service Appointments
When your vehicle requires warranty service,
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 the same day repair.
Transportation Options
Warranty service can generally be completed
while you wait. However, if you are unable to
wait, GM helps to minimize your inconvenience
by providing several transportation options.
Depending on the circumstances, your dealer
can offer you one of the following:
Shuttle Service
Shuttle service is the preferred means of offering
Courtesy Transportation and participating
dealers can provide you with shuttle service to get
you to your destination with minimal interruption
of your daily schedule. This includes one-way
or round trip shuttle service within reasonable time
and distance parameters for the dealer’s area.
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