2010 PONTIAC G3 Owners Manual

Section 8 Customer Assistance Information
Customer Assistance and Information. . . . . . . . . . .8-2
Customer Satisfaction Procedure . . . . . . . . . . . . . . . 8-2
Online Owner Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-4
Customer Assistance for Text Telephone (TTY) Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5
Customer Assistance Offices . . . . . . . . . . . . . . . . . . . 8-5
GM Mobility Reimbursement Program . . . . . . . . . . . 8-6
Roadside Assistance Program . . . . . . . . . . . . . . . . . . 8-6
Scheduling Service Appointments . . . . . . . . . . . . . . . 8-9
Courtesy Transportation Program . . . . . . . . . . . . . . . 8-9
Collision Damage Repair . . . . . . . . . . . . . . . . . . . . . . 8-10 Reporting Safety Defects
. . . . . . . . . . . . . . . . . . . . . . . .8-14
Reporting Safety Defects to the United States Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-14
Reporting Safety Defects to the Canadian Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-14
Reporting Safety Defects to General Motors . . . 8-14
Service Publications Ordering Information . . . . . 8-15
Vehicle Data Recording and Privacy . . . . . . . . . . . . .8-16
Event Data Recorders . . . . . . . . . . . . . . . . . . . . . . . . . 8-16
OnStar
®. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-17
Radio Frequency Identification (RFID) . . . . . . . . . 8-17
Radio Frequency Statement . . . . . . . . . . . . . . . . . . . 8-17
8-1

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
dealer and to Pontiac. 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 Pontiac Customer Assistance
Center at 1-800-762-2737. 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 Pontiac, remember that your concern
will likely be resolved at a dealer's facility. That is why
we suggest you follow Step One first.
STEP THREE —U.S. Owners : Both General Motors
and your dealer are committed to making sure you are
completely satisfied with your new vehicle. However,
if you continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, you can file
with the 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 filing
a court action, use of the program is free of charge
and your case will generally be heard within 40 days.
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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 can 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
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. General Motors reserves the right to
change eligibility limitations and/or discontinue its
participation in this program.
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 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 file your complaint to the final
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 the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), 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
Identification Number (VIN).
8-3

Online Owner Center
Online Owner Center (U.S.)—
www.gmownercenter.com/pontiac
Information and services customized for your specific
vehicle —all in one convenient place.
.Digital owner manual, warranty information,
and more
.Online service and maintenance records
.Find Pontiac dealers for service nationwide
.Exclusive privileges and offers
.Recall notices for your specific vehicle
.OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Pontiac −www.pontiac.com
Pontiac Merchandise —www.pontiacmall.com
Help Center —www.pontiac.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 profile.
.My Preferences: Manage your profile and use tools
and forms with greater ease.
To sign up, visit the My GM Canada section within
www.gm.ca.
8-4

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), Pontiac has TTY equipment available at its
Customer Assistance Center. Any TTY user in the
U.S. can communicate with Pontiac by dialing:
1-800-833-PONT (7668). (TTY users in Canada can
dial 1-800-263-3830.)
Customer Assistance Offices
Pontiac encourages customers to call the toll-free
number for assistance. However, if a customer wishes
to write or e-mail Pontiac, the letter should be
addressed to:
United States—Customer Assistance
Pontiac Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172
www.Pontiac.com
1-800-762-2737 or
1-800-833-7668 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-ROADSIDE (762-3743) 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
www.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.
8-5

Mexico, Central America and Caribbean
Islands/Countries (Except Puerto Rico
and U.S. Virgin Islands)—Customer
Assistance
General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Paseo de la Reforma #2740
Col. Lomas de Bezares
C.P. 11910, Mexico, D.F.
01-800-508-0000
Long Distance: 011-52-53 29 0 800
GM Mobility Reimbursement
Program
This program, available to qualified applicants, can
reimburse you up to $1,000 of the cost of eligible
aftermarket adaptive equipment required for your
vehicle, such as hand controls or a wheelchair/
scooter lift. The offer is available for a very limited period of time
from the date of vehicle purchase/lease. For more
details, or to determine your vehicle's eligibility, visit
gmmobility.com or call the GM Mobility Assistance
Center at 1-800-323-9935. Text telephone (TTY) users,
call 1-800-833-9935.
General Motors of Canada also has a Mobility Program.
Call 1-800-GM-DRIVE (463-7483) for details. TTY users
call 1-800-263-3830.
Roadside Assistance Program
For U.S. purchased vehicles, call
1‐800‐ROADSIDE
(762‐3743); (Text telephone (TTY): 1‐888‐889‐2438).
For Canadian purchased vehicles, call 1-800-268-6800.
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
8-6

.Odometer reading, Vehicle Identification Number
(VIN), and delivery date of the vehicle
.Description of the problem
Coverage
Services are provided up to 5 years/100,000 miles(160 000 km), whichever comes first.
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. Pontiac and General Motors of
Canada Limited reserve the right to make any changes
or discontinue the Roadside Assistance program at any
time without notification.
Pontiac 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 identification
before this service is given.
.Emergency Tow From a Public Road or
Highway: Tow to the nearest Pontiac 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 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.
8-7

.Battery Jump Start:Service is provided to jump
start a dead battery.
.Trip Interruption Benefits 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.
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 Specific 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 Benefits and Assistance: Must
be over 250 km 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.
8-8