Black plate (35,1)Canadian Limited Warranty and Owner Assistance Information - 2013 - crc 1st
edition - 3/14/12
Customer Satisfaction Procedure 35
Your satisfaction and goodwill are
important to your dealership and to
General Motors. Normally, any
questions or concerns with the sales
transaction or the operation of your
vehicle will be resolved by your
dealership'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 dealer
management.Normally, concerns
can be resolved at that level. If the
concern has already been reviewed
with the Sales, Service, or Parts
Manager, contactthe 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 at the dealership without
further help, contactthe CustomerCare Centrein Oshawa by calling
1-800-263-3777 (English),
1-800-263-7854 (French) 7:30 a.m.
to 11:30 p.m. Eastern Standard
Time. (For Customer Assistance
Offices in the U.S. contact the listed
General Motors Division Customer
Assistance Office.)
For prompt assistance, please have
the following information available to
give to the Customer Care
Ambassador:
.Your name, address, home and
business telephone number.
.Vehicle Identification Number
(This is available from the
vehicle registration or title, or the
plate above the left top of the
instrument panel and visible
through the windshield.)
.Dealership name and location.
.Vehicle's delivery date and
present odometer reading.
.Nature of concern.General Motors encourages
customers to call their toll-free
number for assistance. However,
if a customer wishes to write to
General Motors, the letter should be
addressed to General Motors
Customer Care Centre in Oshawa.
The address is listed under
“Customer Assistance Offices”.
When contacting General Motors,
please remember your concern will
likely be resolved in the dealership,
using the dealer's facilities,
equipment and personnel. This is
why we suggest you follow
Step One first if you have a
concern.
General Motors of Canada Limited
Participation in the Mediation/
Arbitration Program
STEP THREE: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
wants you to be aware of its
participation in a no-charge
Black plate (36,1)Canadian Limited Warranty and Owner Assistance Information - 2013 - crc 1st
edition - 3/14/12
36 Customer Satisfaction Procedure
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.
Alternatively you may call the
General Motors Customer Care
Centre, 1-800-263-3777 (English),
1-800-263-7854 (French), or you
may write to the 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.
Your inquiry should be accompanied
by your Vehicle Identification
Number (VIN).
