2007 SATURN ION Owners Manual

Customer Assistance and Information....... 410
Customer Satisfaction Procedure............... 410
Online Owner Center................................. 413
Customer Assistance for Text
Telephone (TTY) Users.......................... 414
Customer Assistance Offices..................... 414
GM Mobility Reimbursement Program........ 415
Roadside Assistance Program................... 415
Vehicle Data Collection and Event
Data Recorders...................................... 418
Collision Damage Repair........................... 420Reporting Safety Defects............................ 424
Reporting Safety Defects to the
United States Government..................... 424
Reporting Safety Defects to the
Canadian Government............................ 424
Reporting Safety Defects to Saturn............ 425
Service Publications Ordering Information.... 425
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/retailer and to Saturn. Together we
are committed to providing our customers with
unparalleled service, before, during, and after the
purchase of a Saturn vehicle, for total customer
satisfaction. We call this the Saturn Difference.
Normally, any concerns with the sales transaction
or the operation of your vehicle are resolved by
your dealer’s/retailer’s sales or service
departments. If, for any reason, your ownership
experience falls below your expectations, we
suggest you take the following action:
STEP ONE:Contact the Retail Customer
Assistance Liaison. Any member of the retail
management team has the authority and the desire
to resolve your concerns. Normally, concerns
can be quickly resolved at this level.STEP TWO:Should you need additional
assistance, in the U.S., contact the Saturn
Customer Assistance Center by calling
1-800-553-6000. In Canada, contact the Saturn
Customer Communication Centre at
1-800-263-1999. A Saturn Customer Assistance
Center team member will handle your call and
assist in providing product and warranty
information, the nearest dealer/retailer location,
roadside assistance, brochures, literature and
discuss any concerns you may have.
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
17-digit number can be found on the
vehicle registration or title, on the upper driver
side corner of the dash, or on your roadside
assistance key card.
The name of your selling and servicing retail
facility.
Vehicle delivery date and present mileage.
Your daytime and evening phone numbers.
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When contacting Saturn, please remember that
your concern will likely be resolved at a
dealer’s/retailer’s facility. That is why we suggest
you follow Step One rst if you have a concern.
STEP THREE (U.S. Owners):Both Saturn and its
dealers/retailers are committed to making sure
you are completely satised with your Saturn
vehicle. However, if you continue to remain
unsatised after following the procedure outlined
in Steps One and Two, Saturn and its
dealers/retailers offer the additional assistance of
a neutral party through our voluntary participation
in a mediation/arbitration program called Better
Business Bureau (BBB) Auto Line.
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. This program
is available at no cost to you, our customer.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 is generally heard within 40 days.
If you do not agree with the decision given in your
case, you can reject it and proceed with any other
venue for relief available to you.
Contact the BBB Auto Line Program by using the
toll-free telephone number or by writing 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. Saturn
Corporation 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 following the procedure
outlined in Steps 1 and 2, 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 Saturn Customer
Communication Centre, 1-800-263-1999, or
you may write to:
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
Telephone: 1-800-955-5100
Your inquiry should be accompanied by your
Vehicle Identication Number (VIN).
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Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your Saturn
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 Saturn retailers for service nationwide.
Receive special promotions and privileges only
available to members.
Refer to www.saturn.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.
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Customer Assistance for Text
Telephone (TTY) Users
To assist owners who have hearing difficulties,
Saturn has installed special TDD
(Telecommunication Devices for the Deaf)
equipment in its Saturn Customer Assistance
Center.
Any hearing- or speech-impaired customer who
has access to a TDD or to a conventional
Text Telephone (TTY) can communicate with
Saturn by dialing 1-800-TDD-6000. TTY users in
Canada may dial 1-800-263-3830.
Customer Assistance Offices
Saturn encourages customers to call the toll-free
number for assistance. If a customer wishes to write
to Saturn, the letter should be addressed to:
Saturn Customer Assistance Center
100 Saturn Parkway
Mail Code 371-999-S24
Spring Hill, TN 37174-1500
1-800-553-6000
1-800-833-6000 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-553-6000
In Canada, write to:
Saturn Customer Communication Centre
General Motors of Canada Ltd.
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-800-263-1999
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-268-6800
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GM Mobility Reimbursement
Program
This program, available to qualied applicants,
can reimburse you up to $1,000 toward eligible
aftermarket driver or passenger adaptive
equipment you may require for your vehicle such
as hand controls, wheelchair/scooter lifts, etc.
The offer is available for a limited period of time
from the date of vehicle purchase/lease.
For more details, or to determine your vehicle’s
eligibility, visit your Saturn retailer or call the
Saturn Customer Assistance Center at
1-800-553-6000. Text telephone (TTY) users,
call 1-800-833-6000.
In Canada, customers may call the Saturn
Customer Communication Centre at
1-800-263-1999. TTY users in Canada may call
1-800-263-3830.
Roadside Assistance Program
For vehicles purchased in the U.S., call
1-800-553-6000 (TTY: 1-800-833-6000).
For vehicles purchased in Canada, call
1-800-268-6800.
Service is available 24 hours a day, 365 days
a year.
As the owner of a new Saturn vehicle, you are
automatically enrolled in the Saturn Roadside
Assistance Program.
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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 Canada). Service to provide
diesel may be restricted. For safety reasons,
propane and other alternative fuels are
not 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 is 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 Saturn retailer
for warranty service or in the event of a
vehicle-disabling accident. Winch-out
assistance provided 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 are 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.
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