2010 CADILLAC ESCALADE Owners Manual

Maintenance Record (cont'd)
DateOdometerReadingServiced By Maintenance StampServices Performed
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Maintenance Record (cont'd)
DateOdometerReadingServiced By Maintenance StampServices Performed
8-16

Section 9 Customer Assistance Information
Customer Assistance and Information. . . . . . . . . . . 9-2Customer Satisfaction Procedure . . . . . . . . . . . . . . . 9-2Online Owner Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5Customer Assistance forText Telephone (TTY) Users . . . . . . . . . . . . . . . . . . 9-6Customer Assistance Offices . . . . . . . . . . . . . . . . . . . 9-6GM Mobility Reimbursement Program . . . . . . . . . . . 9-7Roadside Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8Scheduling Service Appointments . . . . . . . . . . . . . 9-11Courtesy Transportation Program . . . . . . . . . . . . . . 9-11Collision Damage Repair . . . . . . . . . . . . . . . . . . . . . . 9-13
Reporting Safety Defects. . . . . . . . . . . . . . . . . . . . . . . . 9-16Reporting Safety Defects to theUnited States Government . . . . . . . . . . . . . . . . . . 9-16Reporting Safety Defects to theCanadian Government . . . . . . . . . . . . . . . . . . . . . . . 9-16Reporting Safety Defects to General Motors . . . 9-17Service Publications Ordering Information . . . . . 9-17
Vehicle Data Recording and Privacy. . . . . . . . . . . . . 9-18Event Data Recorders . . . . . . . . . . . . . . . . . . . . . . . . . 9-19OnStar®. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-20Navigation System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-20Radio Frequency Identification (RFID) . . . . . . . . . 9-20Radio Frequency Statement . . . . . . . . . . . . . . . . . . . 9-20
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Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to yourdealer and to Cadillac. Normally, any concerns with thesales transaction or the operation of the vehicle will beresolved by the dealer's sales or service departments.Sometimes, however, despite the best intentions ofall concerned, misunderstandings can occur. If yourconcern has not been resolved to your satisfaction, thefollowing steps should be taken:
STEP ONE :Discuss your concern with a member ofdealership management. Normally, concerns can bequickly resolved at that level. If the matter has alreadybeen reviewed with the sales, service or parts manager,contact the owner of the dealership or the generalmanager.
STEP TWO :If after contacting a member of dealershipmanagement, it appears your concern cannot beresolved by the dealership without further help, in theUnited States, call the Cadillac Customer AssistanceCenter, 24 hours a day, at 1-800-458-8006. In Canada,call the Canadian Cadillac Customer CommunicationCentre at 1-888-446-2000.
We encourage you to call the toll-free number in orderto give your inquiry prompt attention. Have the followinginformation available to give the Customer AssistanceRepresentative:
.Vehicle Identification Number (VIN). This isavailable from the vehicle registration or title, or theplate at the top left of the instrument panel andvisible through the windshield.
.Dealership name and location.
.Vehicle delivery date and present mileage.
When contacting Cadillac, remember that your concernwill likely be resolved at a dealer's facility. That is whywe suggest following Step One first.
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STEP THREE (U.S. Owners) :Both General Motorsand your dealer are committed to making sure you arecompletely satisfied with your new vehicle. However,if you continue to remain unsatisfied after following theprocedure outlined in Steps One and Two, you can filewith the Better Business Bureau (BBB) Auto LineProgram to enforce your rights.
The BBB Auto Line Program is an out of court programadministered by the Council of Better Business Bureausto settle automotive disputes regarding vehicle repairsor the interpretation of the New Vehicle LimitedWarranty. Although you may be required to resort tothis informal dispute resolution program prior to filing acourt action, use of the program is free of charge andyour case will generally be heard within 40 days. If youdo not agree with the decision given in your case, youmay reject it and proceed with any other venue for reliefavailable to you.
You may contact the BBB Auto Line Program using thetoll-free telephone number or write them at the followingaddress:
BBB Auto Line ProgramCouncil of Better Business Bureaus, Inc.4200 Wilson BoulevardSuite 800Arlington, VA 22203-1838
Telephone: 1-800-955-5100dr.bbb.org/goauto
This program is available in all 50 states and the Districtof Columbia. Eligibility is limited by vehicle age, mileageand other factors. General Motors reserves the right tochange eligibility limitations and/or discontinue itsparticipation in this program.
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STEP THREE (Canadian Owners):
General Motors Participation in theMediation/Arbitration Program
In the event that you do not feel your concerns havebeen addressed after the following the procedureoutlined in Steps One and Two. General Motors ofCanada Limited wants you to be aware of itsparticipation in a no-charge mediation/Arbitrationprogram. General Motors of Canada Limited hascommitted to binding arbitration of owner disputesinvolving factory-related vehicle service claims. Theprogram provides for the review of the facts involved byan impartial third party arbiter, and may include aninformal hearing before the arbiter. The program isdesigned so that the entire dispute settlement process,from the time you file your complaint to the finaldecision, should be completed in approximately70 days. We believe our impartial program offersadvantages over courts in most jurisdictions becauseit is informal, quick, and free of charge.
For further information concerning eligibility in theCanadian Motor Vehicle Arbitration Plan (CAMVAP), calltoll-free 1-800-207-0685, or call the General MotorsCustomer Communication Centre, 1-800-263-3777(English), 1-800-263-7854 (French), or write to theMediation/Arbitration Program at the following address:
Mediation/Arbitration Programc/o Customer Communication CentreGeneral Motors of Canada LimitedMail Code: CA1–163–0051908 Colonel Sam DriveOshawa, Ontario L1H 8P7
Your inquiry should be accompanied by the VehicleIdentification Number (VIN).
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Online Owner Center
Online Owner Center (U.S.)—
www.gmownercenter.com/cadillac
Information and services customized for your specificvehicle—all in one convenient place.
.Digital owner manual, warranty information,and more
.Online service and maintenance records
.Find Cadillac dealers for service nationwide
.Exclusive privileges and offers
.Recall notices for your specific vehicle
.OnStar®and GM Cardmember ServicesEarnings summaries
Other Helpful Links:
Cadillac!www.cadillac.com
Cadillac Merchandise—www.cadillaccollection.com
Help Center—www.cadillac.com/helpcenter
.FAQ
.Contact Us
My GM Canada (Canada)—www.gm.ca
My GM Canada is a password-protected section ofwww.gm.ca where you can save information onGM vehicles, get personalized offers, and use handytools and forms with greater ease.
Here are a few of the valuable tools and services youwill have access to:
.My Showroom: Find and save information onvehicles and current offers in your area.
.My Dealers/Retailers: Save details such asaddress and phone number for each of yourpreferred GM dealers/retailers.
.My Driveway: Access quick links to parts andservice estimates, check trade-in values,or schedule a service appointment by adding thevehicles you own to your driveway profile.
.My Preferences: Manage your profile and usetools and forms with greater ease.
To sign up, visit the My GM Canada sectionwithin 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), Cadillac has TTY equipment availableat its Customer Assistance Center. Any TTY usercan communicate with Cadillac by dialing:1-800-833-CMCC (2622). (TTY users in Canadacan dial 1-800-263-3830.)
Customer Assistance Offices
Cadillac encourages customers to call the toll-freenumber for assistance. However, if a customer wishesto write or e-mail Cadillac, the letter should beaddressed to:
United States—Customer Assistance
Cadillac Customer Assistance CenterCadillac Motor Car DivisionP.O. Box 33169Detroit, MI 48232-5169www.Cadillac.com
1-800-458-80061-800-833-2622 (For Text Telephonedevices (TTYs))Roadside Assistance: 1-800-882-1112
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 LimitedCanadian Cadillac Customer CommunicationCentre, CA1-163-0051908 Colonel Sam DriveOshawa, Ontario L1H 8P7www.gmcanada.com
1-888-446-20001-800-263-3830 (For Text Telephonedevices (TTYs))Roadside Assistance: 1-800-882-1112
Overseas—Customer Assistance
Please contact the local General Motors Business Unit.
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