2009 SAAB 9-7X Owners Manual

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
Roadside Assistance Program..........................7-6
Scheduling Service Appointments.....................7-8
Courtesy Transportation...................................7-9
Collision Damage Repair................................7-10Reporting Safety Defects................................7-13
Reporting Safety Defects to the
United States Government..........................7-13
Reporting Safety Defects to the
Canadian Government................................7-14
Reporting Safety Defects to Saab...................7-14
Service Publications Ordering Information.........7-14
Vehicle Data Recording and Privacy................7-15
Event Data Recorders...................................7-16
OnStar
®......................................................7-17
Navigation System........................................7-17
Radio Frequency Identication (RFID)..............7-17
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 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, call the
Saab Customer Assistance Center, in the U.S., at
1-800-955-9007. In Canada, call Saab Customer
Assistance Centre at 1-800-263-1999 (English and
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 Saab, remember that your concern will
likely be resolved at a dealer’s facility. That is why we
suggest following Step One rst.
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STEP THREE:Both Saab and your Saab 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
any additional rights you may have.
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 22203-1804
Telephone: 1-800-955-5100
www.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. Saab reserves the right
to change eligibility limitations and/or to discontinue
its participation in this program.
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STEP THREE — Canadian Owners:In the event that
you do not feel your concerns have been addressed
after following the procedure outlined in Steps One
and Two, General Motors of Canada Limited, on behalf
of Saab Automobile, A.B., 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, or call Saab Customer
Communication Centre, 1-800-263-1999, 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
Your inquiry should be accompanied by the Vehicle
Identication Number (VIN).
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Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/saab
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 Saab dealers for service nationwide
Exclusive privileges and offers
Recall notices for your specic vehicle
OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Saab−www.saab.com
Saab Merchandise — www.saabexpressions.com
Help Center — www.saabusa.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.
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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 Automobile USA
P.O. Box 33166
Detroit, MI 48232-5166
www.Saabusa.com
1-800-955-9007
1-800-833-2622 (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
For U.S. purchased vehicles, call1-800-852–9001.
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
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Coverage
Services are provided up to 4 years/50,000 miles
(80 000 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. 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.
Saab 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.
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 Saab 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
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 Routing Service:Detailed maps of North
America are provided when requested either with
the most direct route or the most scenic route.
Additional travel information is also available.
Allow three weeks for delivery.
Trip Interruption Benets and Assistance:
If your trip is interrupted due to a warranty failure,
incidental expenses may be reimbursed during the
4 years/50,000 miles (80 000 km) New Vehicle
Bumper-to-Bumper Limited Warranty period.
Items considered are hotel, meals, and rental car.
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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:Limit of six requests per year.
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.
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