2008 GMC ENVOY DENALI service

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to GMC. Normally, any concerns with
the sales transaction or the operation of the 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 GMC Consumer Relations Manager by
calling 1-800-GMC-8782 (1-800-462-8782, Customer
Assistance prompt). In Canada, contact General Motors
of Canada Customer Communication 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 GMC, 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.
7-2

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 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 can call the
General Motors Customer Communication Centre,
1-800-263-3777 (English), 1-800-263-7854 (French), or
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).
7-4

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.
7-5

Roadside Assistance Program
For vehicles purchased in the U.S. call,
1-800-GMC-8782 (1-800-462-8782);
(Text telephone (TTY): 1-888-889-2438).
For vehicles purchased in Canada, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
As the owner of a new GMC vehicle, you are
automatically enrolled in the GMC Roadside
Assistance program.
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. In Canada, a person
driving the vehicle without the consent of the owner
is not eligible for coverage.
Services Provided
The following services are provided in the U.S. and
Canada up to 5 years/100,000 miles (160 000 km),
whichever occurs rst, and, in Canada only, 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). 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: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. To ensure security, the driver must
present personal identication before lock-out
service is provided. In Canada, the vehicle
registration is also required.
Emergency Tow From a Public Roadway or
Highway:Tow to the nearest dealership for warranty
service or in the event of a vehicle-disabling crash.
Winch-out assistance is 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:A battery jump start is covered at no
charge if the vehicle does not start.
7-8

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
helpful travel information pertaining to your trip.
Please allow three weeks before your planned
departure date. In Canada, trip routing requests will
be limited to six per calendar year.
Trip Interruption Benets and Assistance:In the
event of a warranty related vehicle disablement,
while en route and over 150 miles (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. In Canada, maximums include:
(A) meals (maximum of $50/day), (B) lodging
(maximum of $100/night) and (C) alternate ground
transportation (maximum of $40/day). This benet is
to assist you with some of the unplanned expense
you may incur while waiting for your vehicle to be
repaired.Original detailed receipts, and a copy of the repair
order are required. In Canada, pre-authorization is
also 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 (Canadian) upon submission
of the original receipt to Roadside Assistance.
In many instances, mechanical failures may be covered.
However, when other services are utilized, our
Roadside Assistance Representatives will explain any
payment obligations you might incur.
GMC 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.
7-9

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
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.Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
GMC and General Motors of Canada Limited reserve
the right to make any changes or discontinue the
Roadside Assistance program at any time without
notication.
Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer/retailer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer/retailer 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/retailer,
let them know this, and ask for instructions.
If the dealer/retailer 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.
7-10

Courtesy Transportation
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the Bumper to Bumper (Base Warranty Coverage
period in Canada) and extended powertrain warranty
in both the U.S. and Canada.
Several courtesy transportation options are available to
assist in reducing your inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled “Warranty
and Owner Assistance Information” furnished with
each new vehicle provides detailed warranty coverage
information.
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. Dealers may 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 of the dealer’s area.
Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs, and
public transportation is used instead of the dealer’s
shuttle service, the expense must be supported by
original receipts and can only be up to the maximum
amount allowed by GM for shuttle service. In addition,
for U.S. customers, should you arrange transportation
through a friend or relative, limited reimbursement for
reasonable fuel expenses may be available. Claim
amounts should reect actual costs and be supported
by original receipts. See your dealer for information
regarding the allowance amounts for reimbursement
of fuel or other transportation costs.
7-11

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 an overnight
warranty repair. Rental reimbursement will be limited
and must be supported by original receipts. This
requires that you sign and complete a rental agreement
and meet state/provincial, 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.
It may not be possible to provide a like-vehicle as a
courtesy rental.
Additional Program Information
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.
General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at
any time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described
herein at its sole discretion.
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 diminish your vehicle’s
resale value, and safety performance can be
compromised in subsequent collisions.
Collision Parts
Genuine GM Collision parts are new parts made with the
same materials and construction methods as the parts
with which your vehicle was originally built. Genuine GM
Collision parts are your best choice to ensure that your
vehicle’s designed appearance, durability, and safety are
preserved. The use of Genuine GM parts can help
maintain your GM New Vehicle Warranty.
Recycled original equipment parts may also be used for
repair. These parts are typically removed from vehicles
that were total losses in prior crashes. In most cases,
the parts being recycled are from undamaged sections
of the vehicle. A recycled original equipment GM part,
may be an acceptable choice to maintain your vehicle’s
originally designed appearance and safety performance,
however, the history of these parts is not known.
Such parts are not covered by your GM New Vehicle
Limited Warranty, and any related failures are not
covered by that warranty.
7-12