2010 CHEVROLET EXPRESS ESP

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 Identification 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 first.
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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 identification 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
flat tire with the spare tire. The spare tire, if equipped,
must be in good condition and properly inflated.
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.
Services Not Included in Roadside
Assistance
•Impound towing caused by violation of any laws.
•Legal fines.
•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.
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•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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Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs, and
public transportation is used instead of the dealer’s
shuttle service, the expense must be supported by
original receipts and can only be up to the maximum
amount allowed by GM 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 reflect actual costs and be supported
by original receipts. See your dealer for information
regarding the allowance amounts for reimbursement
of fuel or other transportation costs.
Courtesy Rental Vehicle
Your dealer 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 dealer. Please contact your dealer
for specific information about availability. All Courtesy
Transportation arrangements will be administered
by appropriate dealer personnel.
General Motors 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.
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•Gather the important information you will need from
the other driver. Things like name, address, phone
number, driver’s license number, vehicle license
plate, vehicle make, model and model year, Vehicle
Identification Number (VIN), insurance company and
policy number, and a general description of the
damage to the other vehicle.
•If possible, call your insurance company from the
scene of the crash. They will walk you through the
information they will need. If they ask for a police
report, phone or go to the police department
headquarters the next day and you can get a copy of
the report for a nominal fee. In some states/provinces
with “no fault” insurance laws, a report may not be
necessary. This is especially true if there are no
injuries and both vehicles are driveable.
•Choose a reputable collision repair facility for your
vehicle. Whether you select a dealer/retailer or a
private collision repair facility to fix the damage,
make sure you are comfortable with them.
Remember, you will have to feel comfortable with
their work for a long time.
•Once you have an estimate, read it carefully and
make sure you understand what work will be
performed on your vehicle. If you have a question,
ask for an explanation. Reputable shops welcome
this opportunity.
Managing the Vehicle Damage Repair
Process
In the event that your vehicle requires damage repairs,
GM recommends that you take an active role in its repair.
If you have a pre-determined repair facility of choice, take
your vehicle there, or have it towed there. Specify to the
facility that any required replacement collision parts be
original equipment parts, either new Genuine GM parts
or recycled original GM parts. Remember, recycled parts
will not be covered by your GM vehicle warranty.
Insurance pays the bill for the repair, but you must
live with the repair. Depending on your policy limits,
your insurance company may initially value the repair
using aftermarket parts. Discuss this with your repair
professional, and insist on Genuine GM parts. Remember
if your vehicle is leased you may be obligated to have the
vehicle repaired with Genuine GM parts, even if your
insurance coverage does not pay the full cost.
If another party’s insurance company is paying for
the repairs, you are not obligated to accept a repair
valuation based on that insurance company’s collision
policy repair limits, as you have no contractual limits with
that company. In such cases, you can have control of
the repair and parts choices as long as cost stays within
reasonable limits.
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Important:EDR data is recorded by your vehicle only
if a non-trivial crash situation occurs; no data is recorded
by the EDR under normal driving conditions and no
personal data (e.g., name, gender, age, and crash
location) is recorded. However, other parties, such
as law enforcement, could combine the EDR data with
the type of personally identifying data routinely acquired
during a crash investigation.
To read data recorded by an EDR, special equipment is
required, and access to the vehicle or the EDR is needed.
In addition to the vehicle manufacturer, other parties,
such as law enforcement, that have the special
equipment, can read the information if they have
access to the vehicle or the EDR.GM will not access this data or share it with others
except: with the consent of the vehicle owner or, if the
vehicle is leased, with the consent of the lessee; in
response to an official request of police or similar
government office; as part of GM’s defense of litigation
through the discovery process; or, as required by law.
Data that GM collects or receives may also be used for
GM research needs or may be made available to others
for research purposes, where a need is shown and the
data is not tied to a specific vehicle or vehicle owner.
OnStar®
If your vehicle has OnStar and you subscribe to the
OnStar services, please refer to the OnStar Terms and
Conditions for information on data collection and use.
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