2009 SATURN OUTLOOK service

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
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. Saturn Corporation reserves
the right to change eligibility
limitations and/or discontinue its
participation in this program.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 the Vehicle Identication
Number (VIN).
Customer Assistance Information 7-3
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Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/
saturn
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 Saturn retailers for service
nationwide
Exclusive privileges and offers
Recall notices for your specic
vehicle
OnStar®and GM Cardmember
Services Earnings summariesOther Helpful Links:
Saturn — www.saturn.com
Saturn Merchandise —
www.saturncollection.com
Help Center —
www.saturn.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.
7-4 Customer Assistance Information
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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 U.S. purchased vehicles, call
1-800-553-6000; (Text Telephone
(TTY): 1-800-889-2438).
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
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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.
Saturn and General Motors of
Canada Limited reserve the right to
make any changes or discontinue
the Roadside Assistance program at
any time without notication.
Saturn 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 Saturn retailer 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 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.
Customer Assistance Information 7-7
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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: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.
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.
7-8 Customer Assistance Information
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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.
Courtesy Transportation
To enhance your ownership
experience, we and our participating
retailers are proud to offer Courtesy
Transportation, a customer support
program for vehicles with the Bumper
to Bumper (Base Warranty Coverage
period in Canada), extended
powertrain, and hybrid specic
warranties 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,
Saturn helps to minimize your
inconvenience by providing several
transportation options. Depending on
the circumstances, your retailer can
offer you one of the following:
Shuttle Service
Shuttle service is the preferred
means of offering Courtesy
Transportation. Retailers 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 retailer’s area.
Customer Assistance Information 7-9
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Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight
warranty repairs, and public
transportation is used instead of the
retailer’s shuttle service, the expense
must be supported by original
receipts and can only be up to the
maximum amount allowed by Saturn
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
retailer for information regarding
the allowance amounts for
reimbursement of fuel or other
transportation costs.Courtesy Rental Vehicle
Your retailer 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 retailer. Please
contact your retailer for specic
information about availability.
All Courtesy Transportation
arrangements will be administered
by appropriate retailer personnel.
Saturn 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.
7-10 Customer Assistance Information
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Repair Facility
We recommend that you choose a
collision repair facility that meets
your needs before you ever need
collision repairs. Your dealer/retailer
may have a collision repair center
with GM-trained technicians and
state of the art equipment, or be able
to recommend a collision repair
center that has GM-trained
technicians and comparable
equipment.
Insuring Your Vehicle
Protect your investment in your
GM vehicle with comprehensive
and collision insurance coverage.
There are signicant differences in
the quality of coverage afforded by
various insurance policy terms.Many insurance policies provide
reduced protection to your GM
vehicle by limiting compensation
for damage repairs by using
aftermarket collision parts. Some
insurance companies will not
specify aftermarket collision parts.
When purchasing insurance, we
recommend that you assure your
vehicle will be repaired with GM
original equipment collision parts.
If such insurance coverage is not
available from your current insurance
carrier, consider switching to another
insurance carrier.
If your vehicle is leased, the leasing
company may require you to have
insurance that assures repairs with
Genuine GM Original Equipment
Manufacturer (OEM) parts or
Genuine Manufacturer replacement
parts. Read your lease carefully, as
you may be charged at the end of
your lease for poor quality repairs.
If a Crash Occurs
Here is what to do if you are
involved in a crash.
Check to make sure that you are
all right. If you are uninjured,
make sure that no one else in
your vehicle, or the other vehicle,
is injured.
If there has been an injury, call
emergency services for help.
Do not leave the scene of a crash
until all matters have been taken
care of. Move your vehicle only if
its position puts you in danger or
you are instructed to move it by a
police officer.
Give only the necessary and
requested information to police
and other parties involved in
the crash. Do not discuss your
personal condition, mental frame
of mind, or anything unrelated to
the crash. This will help guard
against post-crash legal action.
7-12 Customer Assistance Information
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