2007 PONTIAC G5 service

Customer Assistance and Information....... 394
Customer Satisfaction Procedure............... 394
Online Owner Center................................. 396
Customer Assistance for Text
Telephone (TTY) Users.......................... 397
Customer Assistance Offices..................... 397
GM Mobility Reimbursement Program........ 398
Roadside Assistance Program................... 399
Courtesy Transportation............................. 401
Vehicle Data Collection and
Event Data Recorders............................ 403
Collision Damage Repair........................... 404Reporting Safety Defects............................ 409
Reporting Safety Defects to the
United States Government..................... 409
Reporting Safety Defects to the
Canadian Government............................ 409
Reporting Safety Defects to
General Motors...................................... 409
Service Publications Ordering
Information............................................. 410
Section 7 Customer Assistance Information
393

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important
to your dealer and to Pontiac. 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, contact the Pontiac Customer Assistance
Center by calling 1-800-762-2737. In Canada,
contact GM of Canada Customer Communication
Centre in Oshawa 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.
When contacting Pontiac, 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.
394

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.
396

Roadside Assistance Program
As the owner of a new Pontiac vehicle, you are
automatically enrolled in the Pontiac 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. Contact
Pontiac’s Roadside Assistance toll-free at
1-800-ROADSIDE (762-3743). Roadside
Assistance Representatives 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 (16 km).
Emergency Tow:Tow to the nearest
dealership for warranty service or in the event
of a vehicle-disabling accident. Assistance
provided when the vehicle is mired in
sand, mud, or snow.
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.
Dealer Locator Service
In many instances, mechanical failures are covered
under Pontiac’s Bumper-to-Bumper warranty.
However, when other services are utilized, our
Roadside Assistance Representatives will explain
any payment obligations you might incur.
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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.
Mileage, Vehicle Identication Number (VIN),
and delivery date of the vehicle.
Description of the problem.
While 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. Pontiac Roadside
Assistance:1-800-ROADSIDE (762-3743), text
telephone (TTY) users, call1-888-889-2438.Pontiac reserves the right to limit services or
reimbursement to an owner or driver when,
in Pontiac’s judgement, 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. Pontiac reserves the right to make
any changes or discontinue the Roadside
Assistance program at any time without
notication.
Canadian Roadside Assistance
Vehicles purchased in Canada have an extensive
roadside assistance program accessible from
anywhere in Canada or the United States.
Please refer to the Warranty and Owner
Assistance Information book.
400

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.
The Courtesy Transportation program is
offered to customers in conjunction with the
Bumper-to-Bumper coverage provided by the
New Vehicle Limited Warranty. Several
transportation options are available when warranty
repairs are required. This will reduce your
inconvenience during warranty repairs.
Scheduling Service Appointments
When your vehicle requires warranty service,
you should 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
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
to a destination up to 10 miles (16 km) from the
dealership.
401

Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty
repairs, reimbursement of public transportation
expenses may be available, for up to a maximum
of ve days. In addition, should you arrange
transportation through a friend or relative,
reimbursement for reasonable fuel expenses
may be available, up to a ve-day maximum.
Claim amounts should reect actual costs and be
supported by original receipts.
Courtesy Rental Vehicle
Your dealer may arrange to provide you with a
courtesy rental vehicle or reimburse you for
a rental vehicle that you obtain if your vehicle is
kept for a warranty repair. Reimbursement
will be limited to a maximum amount per day and
must be supported by receipts. This requires
that you sign and complete a rental agreement and
meet state, local and rental vehicle provider
requirements. Requirements vary and may include
minimum age requirements, insurance coverage,
credit card, etc.You are responsible for fuel usage charges and
may also be responsible for taxes, levies, usage
fees, excessive mileage or rental usage beyond the
completion of the repair.
Generally it is not possible to provide a like-vehicle
as a courtesy rental.
Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period,
but it is not part of the New Vehicle Limited
Warranty. A separate booklet entitledWarranty
and Owner Assistance Informationfurnished with
each new vehicle provides detailed warranty
coverage information.
Courtesy Transportation is available only at
participating dealers and all program options,
such as shuttle service, may not be available at
every dealer. Please contact your dealer for
specic information about availability. All Courtesy
Transportation arrangements will be administered
by appropriate dealer personnel.
402

To read this information, special equipment is
needed and access to the vehicle or the device
that stores the data is required. GM will not access
information about a crash event or share it with
others other than:
with the consent of the vehicle owner or, if the
vehicle is leased, with the consent of the
lessee,
in response to an official request of police or
similar government office,
as part of GM’s defense of litigation through
the discovery process, or
as required by law.
In addition, once GM collects or receives data,
GM may:
use the data for GM research needs,
make it available for research where
appropriate condentiality is to be maintained
and need is shown, or
share summary data which is not tied to a
specic vehicle with non-GM organizations
for research purposes.Others, such as law enforcement, may have
access to the special equipment that can read the
information if they have access to the vehicle
or the device that stores the data.
If your vehicle has OnStar
®, please check the
OnStar®subscription service agreement or
manual for information on its operations and
data collection.
Collision Damage Repair
If your vehicle is involved in a collision and it is
damaged, have the damage repaired by a qualied
technician using the proper equipment and
quality replacement parts. Poorly performed
collision repairs will diminish your vehicle’s resale
value, and safety performance can be
compromised in subsequent collisions.
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