2009 CHEVROLET IMPALA service

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
6-18

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-5
Customer Assistance for Text Telephone
(TTY) Users...............................................7-6
Customer Assistance Offices............................7-6
GM Mobility Reimbursement Program................7-7
Roadside Assistance Program..........................7-8
Scheduling Service Appointments....................7-10
Courtesy Transportation.................................7-11
Collision Damage Repair................................7-12Reporting Safety Defects................................7-16
Reporting Safety Defects to the United
States Government....................................7-16
Reporting Safety Defects to the Canadian
Government..............................................7-16
Reporting Safety Defects to
General Motors.........................................7-16
Service Publications Ordering Information.........7-17
Vehicle Data Recording and Privacy................7-18
Event Data Recorders...................................7-18
OnStar
®......................................................7-19
Navigation System........................................7-19
Radio Frequency Identication (RFID)..............7-19
Section 7 Customer Assistance Information
7-1

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 the vehicle will be
resolved by the 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., call the Chevrolet Customer Assistance
Center at 1-800-222-1020. In Canada, call General
Motors of Canada Customer Communication Centre at
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. 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 Chevrolet, remember that your
concern will likely be resolved at a dealer’s facility.
That is why we suggest following Step One rst.
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 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, or call the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or 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 the Vehicle
Identication Number (VIN).
7-4

Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/chevrolet
Information and services customized for your specic
vehicle — all in one convenient place.
Digital owner manual, warranty information,
and more
Online service and maintenance records
Find Chevrolet dealers for service nationwide
Exclusive privileges and offers
Recall notices for your specic vehicle
OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Chevrolet — www.chevrolet.com
Chevrolet Merchandise — www.chevymall.com
Help Center — www.chevrolet.com/helpcenter
FAQ
Contact Us
My GM Canada (Canada) — www.gm.ca
My GM Canada is a password-protected section of
www.gm.ca 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/retailers.
My Driveway: Access quick links to parts and
service estimates, check trade-in values, or
schedule a service appointment by adding the
vehicles you own to your driveway prole.
My Preferences: Manage your prole and use tools
and forms with greater ease.
To sign up, visit the My GM Canada section within
www.gm.ca.
7-5

Roadside Assistance Program
For U.S. purchased vehicles, call1-800-CHEV-USA
(1-800-243-8872); (Text telephone (TTY):
1-888-889-2438).
For Canadian purchased vehicles, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
Calling for Assistance
When calling Roadside Assistance, have the following
information ready:
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
Coverage
Services are provided up to 5 years/
100,000 miles (160 000 km), whichever
comes rst.
In the U.S., anyone driving the vehicle is covered.
In Canada, a person driving the vehicle without
permission from the owner is not covered.
Roadside Assistance is not a part of the New Vehicle
Limited Warranty. Chevrolet and General Motors of
Canada Limited reserve the right to make any changes
or discontinue the Roadside Assistance program at
any time without notication.
Chevrolet and General Motors of Canada Limited
reserve the right to limit services or payment to an owner
or driver if they decide the claims are made too often,
or the same type of claim is made many times.
7-8

Services Provided
Emergency Fuel Delivery:Delivery of enough fuel
for the vehicle to get to the nearest service station.
Lock-Out Service:Service is provided to unlock the
vehicle if you are locked out. A remote unlock may
be available if you have OnStar
®. For security
reasons, the driver must present identication
before this service is given.
Emergency Tow From a Public Road or
Highway:Tow to the nearest Chevrolet dealer
for warranty service, or if the vehicle was in a crash
and cannot be driven. Assistance is also given when
the vehicle is stuck in the sand, mud, or snow.
Flat Tire Change:Service is provided to change a
at tire with the spare tire. The spare tire, if equipped,
must be in good condition and properly inated.
It is the owner’s responsibility for the repair or
replacement of the tire if it is not covered by the
warranty.
Battery Jump Start:Service is provided to jump
start a dead battery.
Trip Interruption Benets and Assistance:If your
trip is interrupted due to a warranty failure, incidental
expenses may be reimbursed during the 5 years/
100,000 miles (160 000 km) Powertrain warranty
period. Items considered are hotel, meals, and
rental car.
Services Not Included in Roadside
Assistance
Impound towing caused by violation of any laws.
Legal nes.
Mounting, dismounting or changing of snow tires,
chains, or other traction devices.
Towing or services for vehicles driven on a
non-public road or highway.
Services Specic to Canadian
Purchased Vehicles
Fuel delivery:Reimbursement is approximately
$5 Canadian. Diesel fuel delivery may be restricted.
Propane and other fuels are not provided through
this service.
Lock-Out Service:Vehicle registration is required.
Trip Routing Service:Detailed maps of North
America are provided when requested either with
the most direct route or the most scenic route. There
is a limit of six requests per year. Additional travel
information is also available. Allow three weeks for
delivery.
7-9

Trip Interruption Benets and Assistance:Must
be over 250 kilometres from where your trip was
started to qualify. General Motors of Canada Limited
requires pre-authorization, original detailed receipts,
and a copy of the repair orders. Once authorization
has been received, the Roadside Assistance advisor
will help you make arrangements and explain how to
receive payment.
Alternative Service:If assistance cannot be
provided right away, the Roadside Assistance
advisor may give you permission to get local
emergency road service. You will receive payment,
up to $100, after sending the original receipt to
Roadside Assistance. Mechanical failures may be
covered, however any cost for parts and labor for
repairs not covered by the warranty are the owner
responsibility.
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 you to bring the vehicle 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