2013 CADILLAC SRX service

Black plate (1,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
Customer Information 13-1
Customer
Information
Customer Information
Customer SatisfactionProcedure (U.S. and
Canada) . . . . . . . . . . . . . . . . . . . . 13-1
Customer Satisfaction Procedure (Mexico) . . . . . . . . 13-3
Customer Assistance Offices (U.S. and Canada) . . . . . . . . . 13-5
Customer Assistance Offices (Mexico) . . . . . . . . . . . . . . . . . . . . 13-5
Customer Assistance for Text Telephone (TTY) Users (U.S.
and Canada) . . . . . . . . . . . . . . . 13-6
Online Owner Center . . . . . . . . 13-6
GM Mobility Reimbursement Program (U.S. and
Canada) . . . . . . . . . . . . . . . . . . . . 13-7
Roadside Service (Mexico) . . . . . . . . . . . . . . . . . . . . 13-7
Roadside Service (U.S. and Canada) . . . . . . . . . . . . . . . . . . . 13-11
Scheduling Service Appointments (U.S. and
Canada) . . . . . . . . . . . . . . . . . . 13-13 Courtesy Transportation
Program (U.S. and
Canada) . . . . . . . . . . . . . . . . . . 13-13
Collision Damage Repair (U.S. and Canada) . . . . . . . . 13-15
Service Publications Ordering Information . . . . . . 13-17
Reporting Safety Defects
Reporting Safety Defects tothe United States
Government . . . . . . . . . . . . . . . 13-18
Reporting Safety Defects to the Canadian
Government . . . . . . . . . . . . . . . 13-19
Reporting Safety Defects to General Motors . . . . . . . . . . . 13-19
Vehicle Data Recording and
Privacy
Vehicle Data Recording and
Privacy . . . . . . . . . . . . . . . . . . . . 13-19
Event Data Recorders . . . . . . 13-20
OnStar
®. . . . . . . . . . . . . . . . . . . . 13-21
Infotainment System . . . . . . . . 13-21
Radio Frequency Identification (RFID) . . . . . . . 13-21
Radio Frequency Statement . . . . . . . . . . . . . . . . . 13-21
Customer Information
Customer Satisfaction
Procedure (U.S. and
Canada)
Your satisfaction and goodwill are
important to your dealer and to
Cadillac. Normally, any concerns
with the sales transaction or the
operation of the vehicle will be
resolved by your 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
your dealership or the general
manager.

Black plate (3,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
Customer Information 13-3
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 Care
Centre, 1-800-263-3777 (English),
1-800-263-7854 (French),
or write to:
Mediation/Arbitration Program
c/o Customer Care Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
The inquiry should be accompanied
by the Vehicle Identification
Number (VIN).Customer Satisfaction
Procedure (Mexico)
Did you get the Warranty Extension
Plan? This plan is recommended by
General Motors to supplement the
warranty included with the new
vehicle purchase.
See your dealer for details.

Black plate (4,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
13-4 Customer Information
Customer Assistance
Procedure
Owner satisfaction and goodwill are
very important to your dealer and
General Motors.
Normally, any problem with the
transaction, sale, or usage of the
vehicle must be handled by your
dealer sales or service departments.
However, we recognize that
despite the good intentions of all
parties involved, sometimes a
misunderstanding may occur.
If you have a problem that has not
been satisfactorily handled through
the normal means, we suggest the
following steps:
STEP ONE
Explain your case to your dealer
service agent, service manager,
dealer sales agent, or sales
manager, depending on your case.Make sure that they have all
necessary information. They are
interested in your continual
satisfaction.
STEP TWO
If you are not satisfied, please
contact the general manager or your
dealership owner to ask for their
help. If they are not able to resolve
your case, ask them to contact the
right people at General Motors for
support, if needed.
STEP THREE
If your case is not resolved in a
reasonable amount of time by your
dealer, please call the General
Motors Customer Assistance
Center (CAC) and provide the
following information:
.Name
.Address
.Phone number
.Model year
.Brand
.Vehicle Identification
Number (VIN)
.Mileage
.Delivery date
.Description of the problem
.Dealership name
.Dealership address
See Customer Assistance Offices
(U.S. and Canada) on page 13‑5 or
Customer Assistance Offices
(Mexico) on page 13‑5.

Black plate (5,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
Customer Information 13-5
Customer Assistance
Offices (U.S. and Canada)
Cadillac encourages customers
to call the toll-free number for
assistance. However, if a customer
wishes to write or e-mail Cadillac,
the letter should be addressed to:
United States and Puerto Rico
Cadillac Customer Assistance
Center
Cadillac Motor Car Division
P.O. Box 33169
Detroit, MI 48232-5169
www.Cadillac.com
1-800-458-8006
1-800-833-2622 (For Text
Telephone devices (TTYs))
Roadside Service: 1-800-882-1112
From U.S. Virgin Islands:
1-800-496-9994
Canada
General Motors of Canada Limited
Canadian Cadillac Customer Care
Centre, Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-888-446-2000
1-800-263-3830 (For Text
Telephone devices (TTYs))
Roadside Service: 1-800-882-1112
Overseas
Please contact the local General
Motors Business Unit.
Customer Assistance
Offices (Mexico)
To contact the Customer Assistance
Center (CAC), use the phone
numbers listed in this section.
Customer assistance is available
Monday through Friday, 08:00 to
20:00 hours, and Saturdays from
09:00 to 15:00 hours.All e-mail inquiries to the Customer
Assistance Center (CAC) should be
sent to: [email protected].
Mexico
01-800-466-0816
United States and Canada
1-866-466-8195
Costa Rica
00-800-052-1005
Guatemala
1-800-999-5252
Panama
00-800-052-0001
Dominican Republic
1-888-751-5301
El Salvador
800-6273
Honduras
800-0122-6101

Black plate (6,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
13-6 Customer Information
Customer Assistance for
Text Telephone (TTY)
Users (U.S. and Canada)
To assist customers who are deaf,
hard of hearing, or speech-impaired
and who use Text Telephones
(TTYs), Cadillac has TTY equipment
available at its Customer Assistance
Center. Any TTY user can
communicate with Cadillac by
dialing: 1-800-833-2622. TTY users
in Canada can dial 1-800-263-3830.
Online Owner Center
Online Owner Experience
(U.S.) my.cadillac.com
The Cadillac online owner
experience is a one-stop resource
that allows interaction with Cadillac
and keeps important vehicle-specific
information in one place.
Membership Benefits
E(Vehicle Information):
Download owner manuals and view
vehicle-specific how-to videos.
G(Maintenance Information):
View maintenance schedules,
required alerts, OnStar onboard
vehicle diagnostic information, and
schedule service appointments.
I(Service History): View
printable dealer-recorded service
records and self-recorded service
records.
D(Preferred Dealer
Information): Select a preferred
dealer and view dealer location,
maps, phone numbers, and hours.
J(Warranty Tracking
Information): Track the vehicle’s
warranty information.
J(Recall Information): View
active recalls or search by Vehicle
Identification Number (VIN). See
Vehicle Identification Number (VIN)
on page 12‑1.
H(Other Account Information):
View GM Card, SiriusXM Satellite
radio, and OnStar account
information.
F(Live Chat Support): Chat live
with online help representatives.
Visit my.cadillac.com to register your
vehicle.
Cadillac Owner Centre
(Canada) cadillacowner.ca
Take a trip to the Cadillac Owner
Centre:
.Chat live with online help
representatives.
.Use the Vehicle Tools section.
.Access third party enthusiast
sites and social media networks.
.Locate owner resources such as
lease-end, financing, and
warranty information.
.Retrieve favorite articles,
quizzes, tips, and multimedia
galleries organized into the
Features and Auto Care
Sections.
.Download owner manuals.
.Find Cadillac-recommended
maintenance services.

Black plate (7,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
Customer Information 13-7
GM Mobility
Reimbursement Program
(U.S. and Canada)
This program is available to
qualified applicants for cost
reimbursement of eligible
aftermarket adaptive equipment
required for the vehicle, such as
hand controls or a wheelchair/
scooter lift for the vehicle.
For more information on the limited
offer, visit www.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 Service
(Mexico)
As a new owner, your vehicle is
automatically enrolled in the
Roadside Assistance program.
The services are available at no
cost under the terms and conditions
of the program. The Roadside
Assistance program is not part
of, or included, in the coverage
provided by the new vehicle limited
warranty.
Roadside Assistance provides
assistance to the driver and
passengers while driving the
vehicle within your city of residence
or on any passable road in Mexico,
the United States, and Canada.Services are subject to the
limitations described in the following
pages. Program coverage varies by
country.
Roadside Assistance is available
24 hours a day, 365 days of
the year.
This program expires two years
from the date of the invoice for the
vehicle, regardless of vehicle
mileage and changes in vehicle
ownership.
For more information about the
renewal of this program at the end
of its term, contact the Cadillac
Customer Assistance Center at
01-800-466-0805.
Services Provided
.Flat Tire Change: If unable to
change a flat tire, Roadside
Assistance will provide towing
service to the nearest authorized
Cadillac dealership. It is the
owner's responsibility for the
repair or replacement of the tire.

Black plate (8,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
13-8 Customer Information
This service is limited to the
transfer of the vehicle to the
repair facility.
.Emergency Fuel Delivery:
Delivery of enough fuel for the
vehicle to get to the nearest
service station.
.Lock-Out Service: Service to
unlock the vehicle if you are
locked out.
.Battery Jump Start: Service to
jump start a dead battery.
.*Emergency Messages:
Transmission of urgent phone
messages.
.*Emergency Calls: Call for
emergency services.
.*Dealership Location
Assistance: Information
regarding addresses and
telephone numbers for Cadillac
dealers.
.Emergency Towing: Tow to the
nearest dealer for warranty
service if the vehicle cannot be
driven.
If the vehicle is involved in an
accident during the commission
of a crime, administrative
violation, or breach of traffic
regulations, Roadside
Assistance will not provide
service. When the vehicle is not
accessible to be towed, all
maneuvers required to access it
will be at the owner's expense.
If the vehicle is in another city
outside of your residence,
Roadside Assistance is limited
to moving the vehicle to the
nearest dealer. If you would like
the vehicle moved to a different
dealer, you will be asked to
cover the difference in cost at
the time of the move.If the vehicle cannot be received
by the nearest Cadillac dealer
due to scheduling conflicts, the
vehicle will be taken to a safe
place where it will remain for up
to 48 hours until it can be taken
to the dealer. If the storage costs
exceed the amount authorized,
the owner is responsible to pay
the difference at the time of
service. Contact Roadside
Assistance for more information
on authorized amounts.
.*Trip Interruption: This service
is provided if you are prevented
from further usage of your
vehicle while traveling and it is
not possible for the nearest
Cadillac dealership to repair the
vehicle the same day, requiring
the vehicle to stay at the
dealership for a night or more.

Black plate (9,1)Cadillac SRX Owner Manual - 2013 - CRC - 11/9/12
Customer Information 13-9
If this happens, in addition to the
previously listed services and
prior to confirmation by the
dealership, you are entitled to
choose one of the following
alternatives, within the limits of
existing Roadside Assistance
program guidelines. If the costs
exceed the amount authorized
for these services, you must pay
the difference at the time of
service.
Roadside Assistance
will coordinate hotel
accommodations for all vehicle
travelers for up to two nights.
A rental car will be provided for
up to two days and the vehicle
must be returned to its original
destination, excluding vehicles
with a carrying capacity greater
than 3.5 tons.
Complimentary Transportation: If
you prefer to continue your trip
to the intended destination or
return to your place of
residence, and the trip requiresmore than eight hours driving on
the road, transportation for the
driver and passengers by first
class bus or coach commercial
airline will be provided to a
location chosen by Roadside
Assistance, depending on
availability at the chosen
destination. Restrictions apply
based on vehicle specifications.
If you are on the road, taxi
service to the nearest bus
station or airport will be
provided.
.*Complimentary
Transportation for Vehicle
Pick Up: Transportation to pick
up your vehicle after repairs are
complete. Once the dealer has
reported that the vehicle has
been repaired, Roadside
Assistance will provide bus or
commercial airline one-way
service (subject to availability)
for the person designated by you
to collect your vehicle at the
dealership's location if you or the
designated person are not in
the same town or city as the
dealership.
*These services are not provided
for U.S. or Canada residents. All
services provided in the U.S. and
Canada are at the owner's expense
and will be reimbursed by Roadside
Assistance.
Services Not Included in Roadside
Assistance
Roadside Assistance does not
cover or reimburse services for the
following:.Events caused by fraud or bad
faith by the driver.
.Vehicle immobilization
situations due to a major force
or unforeseen circumstances,
such as natural phenomena
of an extraordinary nature,
earthquakes, volcanic eruptions,
and other cyclonic storms.