2007 CHEVROLET IMPALA Owners Manual

Customer Assistance and Information....... 426
Customer Satisfaction Procedure............... 426
Online Owner Center................................. 429
Customer Assistance for
Text Telephone (TTY) Users.................. 430
Customer Assistance Offices..................... 430
GM Mobility Reimbursement Program........ 431
Roadside Assistance Program................... 432
Courtesy Transportation............................. 434
Collision Damage Repair........................... 437Reporting Safety Defects............................ 440
Reporting Safety Defects to the
United States Government..................... 440
Reporting Safety Defects to the
Canadian Government............................ 441
Reporting Safety Defects to
General Motors...................................... 441
Service Publications Ordering Information ... 441
Vehicle Data Recording and Privacy......... 443
Event Data Recorders............................... 443
OnStar...................................................... 444
Navigation System..................................... 444
Radio Frequency Identication (RFID)........ 444
Section 7 Customer Assistance Information
425

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 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
(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 rst if you have a concern.
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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, if you continue
to remain unsatised after following the procedure
outlined in Steps 1 and 2, you should le with
the Better Business Bureau (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: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 le your complaint
to the nal 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 Identication Number (VIN).
428

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/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 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.
429

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), Chevrolet has TTY equipment
available at its Customer Assistance Center.
Any TTY user in the U.S. can communicate with
Chevrolet by dialing: 1-800-833-CHEV (2438).
(TTY users in Canada can dial 1-800-263-3830.)
Customer Assistance Offices
Chevrolet encourages customers to call the
toll-free number for assistance. However, if a
customer wishes to write or e-mail Chevrolet, the
letter should be addressed to:
United States — Customer Assistance
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 33170
Detroit, MI 48232-5170
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text Telephone
devices (TTYs))Roadside Assistance: 1-800-CHEV-USA
(243-8872)
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
430

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
GM Mobility Reimbursement
Program
This program, available to qualied applicants, can
reimburse you up to $1,000 of the cost of eligible
aftermarket adaptive equipment required for
your vehicle, such as hand controls or a
wheelchair/scooter lift.
The offer is available for a very limited period of
time from the date of vehicle purchase/lease.
For more details, or to determine your vehicle’s
eligibility, visit gmmobility.com or call the GM
Mobility Assistance Center at 1-800-323-9935.
Text telephone (TTY) users, call 1-800-833-9935.
General Motors of Canada also has a Mobility
Program. Call 1-800-GM-DRIVE (463-7483)
for details. TTY users call 1-800-263-3830.
431

Roadside Assistance Program
In the U.S., call1-800-CHEV-USA
(1-800-243-8872).
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 identication
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
inated, is 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.
432