2009 CHEVROLET MALIBU Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
6-17

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..........................7-7
Scheduling Service Appointments....................7-10
Courtesy Transportation.................................7-10
Collision Damage Repair................................7-12Reporting Safety Defects................................7-15
Reporting Safety Defects to the
United States Government..........................7-15
Reporting Safety Defects to the
Canadian Government................................7-16
Reporting Safety Defects to
General Motors.........................................7-16
Service Publications Ordering Information.........7-16
Vehicle Data Recording and Privacy................7-17
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 — U.S. Owners:Both General Motors
and your dealer are committed to making sure you are
completely satised with your new vehicle. However, if
you continue to remain unsatised after following the
procedure outlined in Steps One and Two, you can le
with the Better Business Bureau (BBB) Auto Line
Program to enforce your rights.
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.
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 will
generally be heard within 40 days. If you do not agree
with the decision given in your case, you may reject it and
proceed with any other venue for relief available to you.You may contact the BBB Auto Line Program using the
toll-free telephone number or write 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
dr.bbb.org/goauto
This program is available in all 50 states and the District
of Columbia. Eligibility is limited by vehicle age, mileage,
and other factors. General Motors reserves the right to
change eligibility limitations and/or discontinue its
participation in this program.
7-3

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

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),
Chevrolet has TTY equipment available at its Customer
Assistance Center. Any TTY user in the U.S. can
communicate with Chevrolet by dialing: 1-800-833-CHEV
(2438). (TTY users in Canada can dial 1-800-263-3830.)
Customer Assistance Offices
Chevrolet encourages customers to call the toll-free
number for assistance. However, if a customer wishes
to write or e-mail Chevrolet, the letter should be
addressed to:
United States — Customer Assistance
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 33170
Detroit, MI 48232-5170
Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-CHEV-USA (243-8872)From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
From U.S. Virgin Islands:
1-800-496-9994
Canada — Customer Assistance
General Motors of Canada Limited
Customer Communication Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
gmcanada.com
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800
Overseas — Customer Assistance
Please contact the local General Motors Business Unit.
7-6