2007 SAAB 9-7X Owners Manual

Customer Assistance and Information....... 466
Customer Satisfaction Procedure............... 466
Online Owner Center................................. 467
Customer Assistance for
Text Telephone (TTY) Users.................. 468
Customer Assistance Offices..................... 468
Roadside Assistance Program................... 469
Vehicle Data Collection and
Event Data Recorders............................ 473
Collision Damage Repair........................... 474Reporting Safety Defects............................ 479
Reporting Safety Defects to the
United States Government..................... 479
Reporting Safety Defects to the
Canadian Government............................ 479
Reporting Safety Defects to Saab.............. 480
Service Publications Ordering Information.... 480
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 Saab. 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 Saab Customer
Assistance Center, in the U.S., by calling
1-800-955-9007. In Canada, contact
Saab Customer Assistance Centre by calling
1-800-263-1999 (English and 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:
Your name, address and daytime phone
number.
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.
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The name of the selling dealership and
location.
Vehicle delivery date and present mileage
(kilometers).
Nature and details of the problem you are
experiencing.
When contacting Saab, 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.
If after contacting the Saab Customer Assistance
Center your concern has not been resolved, please
refer to the “Dispute Resolution Process” found in
your Saab Consumer’s Guide.
Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your Saab
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 Saab dealers for service nationwide.
Receive special promotions and privileges only
available to members.
Refer to www.saabusa.com on the web for
updated information and to register your vehicle.
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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.
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), Saab has TTY equipment
available at its Customer Assistance Center.
Any TTY user can communicate with Saab by
dialing: 1-866-612-0380. (TTY users in Canada
can dial 1-800-263-3830.)
Customer Assistance Offices
Saab encourages customers to call the toll-free
number for assistance. However, if a customer
wishes to write or e-mail Saab, refer to the
addresses below.
United States — Customer Assistance
Saab Customer Assistance Center
Saab Cars USA, Inc.
4405-A International Boulevard
Norcross, GA 30093
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www.Saab.com
1-800-955-9007
1-866-612-0380 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-852-9001
Canada — Customer Assistance
General Motors of Canada, Limited
Customer Assistance Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-800-263-1999 (English and French)
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-268-6800
Roadside Assistance Program
In the U.S., call1-800-852–9001
In Canada, call1-800-268-6800
Service available 24 hours a day, 365 days a year.
Saab has a strong commitment to customer
satisfaction and has established the Saab Roadside
Assistance Program. As the owner of a new Saab
vehicle, you are automatically enrolled in the Saab
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
throughout the 4 year/50,000 mile term of your
New Car Limited Warranty..
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. A person driving
this vehicle without the consent of the owner is
not eligible for coverage.
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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
customer to get to the nearest service station
(approximately $5 in the U.S. and 10 litres
in Canada). Service to 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 the vehicle registration and
personal ID before lock-out service is provided.
Lock-out service will be covered at no charge if
you are unable to gain entry into your vehicle.
In the U.S., replacement keys made at the
customer’s expense will be covered within
10 miles (16 km).
Flat Tire Change:If your vehicle has a spare
tire, installation of the tire in good condition 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.
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. If your vehicle will not start,
Roadside Assistance will arrange to have your
vehicle towed to the nearest authorized
dealership.
Alternative ServiceThere 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.
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Trip Interruption Benets and Assistance
In the event of a warranty related vehicle
disablement, while en route and over 100 miles,
for U.S. customers, and 250 kilometres, for
Canadian customers, from the original point of
departure, you may qualify for trip interruption
expense assistance. This assistance covers
reasonable reimbursement of up to a maximum
of $1000 for U.S. customers, and $500 for
Canadian customers, to assist you with some of
the unplanned expense incurred within three
days of the disablement 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.
In some instances, mechanical failures may be
covered under the Saab Bumper-to-Bumper
warranty, for U.S. customers, and the duration of
the Base Warranty, for Canadian customers,
of the new Vehicle Limited Warranty. However,
any cost for parts and labor not covered by
warranty are the responsibility of the vehicle owner
or driver.Additional Services for Canadian
Customers

Trip Routing Service: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 any
helpful travel information we may have
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 calendar year.
We’ll make every attempt to send your
personalized trip routing as quickly as
possible, but it’s best to allow three weeks
before your planned departure date.
Trip routing requests will be limited to
six per calendar year.
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Calling for Assistance
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 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. Saab and General Motors
of Canada Limited reserve the right to make any
changes or discontinue the Roadside Assistance
program at any time without notication.Roadside Assistance is not part of or included in
the coverage provided by the New Vehicle Limited
Warranty. Saab and General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Assistance program
at any time without notication.
Towing and Road Service Exclusions
Specically excluded from Roadside Assistance
coverage are towing or services for vehicles
operated on a non-public roadway or highway,
nes, 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.
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