2017 CHEVROLET EXPRESS CARGO VAN Owners Manual

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-9967827) - 2017 - crc - 5/2/16
312 Customer Information
Customer
Information
Customer Information
Customer SatisfactionProcedure . . . . . . . . . . . . . . . . . . . 312Customer AssistanceOffices . . . . . . . . . . . . . . . . . . . . . . 314Customer Assistance for TextTe l e p h o n e ( T T Y ) U s e r s . . . . . 3 1 5Online Owner Center . . . . . . . . . 315GM Mobility ReimbursementProgram . . . . . . . . . . . . . . . . . . . . 316Roadside AssistanceProgram . . . . . . . . . . . . . . . . . . . . 316Scheduling ServiceAppointments . . . . . . . . . . . . . . . 318Courtesy TransportationProgram . . . . . . . . . . . . . . . . . . . . 318Collision Damage Repair . . . . . 319Service Publications OrderingInformation . . . . . . . . . . . . . . . . . . 321Radio FrequencyStatement . . . . . . . . . . . . . . . . . . . 322
Reporting Safety Defects
Reporting Safety Defects tothe United StatesGovernment . . . . . . . . . . . . . . . . . 323
Reporting Safety Defects tothe CanadianGovernment . . . . . . . . . . . . . . . . . 323Reporting Safety Defects toGeneral Motors . . . . . . . . . . . . . 323
Vehicle Data Recording and
Privacy
Vehicle Data Recording andPrivacy . . . . . . . . . . . . . . . . . . . . . . 324Event Data Recorders . . . . . . . . 324OnStar®...................... 325Infotainment System . . . . . . . . . . 325
Customer Information
Customer Satisfaction
Procedure
Yo u r s a t i s f a c t i o n a n d g o o d w i l l a r eimportant to your dealer and toChevrolet. Normally, any concernswith the sales transaction or theoperation of the vehicle will beresolved by your dealer's sales orservice departments. Sometimes,however, despite the best intentionsof all concerned, misunderstandingscan occur. If your concern has notbeen resolved to your satisfaction,the following steps should be taken:
STEP ONE :Discuss your concernwith a member of dealershipmanagement. Normally, concernscan be quickly resolved at that level.If the matter has already beenreviewed with the sales, service,or parts manager, contact the ownerof your dealership or the generalmanager.
STEP TWO :If after contacting amember of dealership management,it appears your concern cannot be

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resolved by your dealership withoutfurther help, in the U.S., call theChevrolet Customer AssistanceCenter at 1-800-222-1020. InCanada, call General Motors ofCanada Customer Care Centre at1-800-263-3777 (English),or 1-800-263-7854 (French).
We encourage you to call thetoll-free number in order to give yourinquiry prompt attention. Have thefollowing information available togive the Customer Assistancerepresentative:
.Vehicle IdentificationNumber (VIN). This is availablefrom the vehicle registration ortitle, or the plate at the top left ofthe instrument panel and visiblethrough the windshield.
.Dealership name and location.
.Vehicle delivery date andpresent mileage.
When contacting Chevrolet,remember that your concern willlikely be resolved at a dealer'sfacility. That is why we suggestfollowing Step One first.
STEP THREE—U.S. Owners :Both General Motors and yourdealer are committed to makingsure you are completely satisfiedwith your new vehicle. However,if you continue to remain unsatisfiedafter following the procedureoutlined in Steps One and Two, youcan file with the Better BusinessBureau (BBB) Auto Line®Programto enforce your rights.
The BBB Auto Line Program is anout-of-court program administeredby the Council of Better BusinessBureaus to settle automotivedisputes regarding vehicle repairs orthe interpretation of the New VehicleLimited Warranty. Although you maybe required to resort to this informaldispute resolution program prior tofiling a court action, use of theprogram is free of charge and yourcase will generally be heard within40 days. If you do not agree with thedecision given in your case, youmay reject it and proceed with anyother venue for relief availableto you.
Yo u m a y c o n t a c t t h e B B B A u t o L i n eProgram using the toll-freetelephone number or write them atthe following address:
BBB Auto Line ProgramCouncil of Better Business Bureaus,Inc.3033 Wilson BoulevardSuite 600Arlington, VA 22201
Te l e p h o n e : 1 - 8 0 0 - 9 5 5 - 5 1 0 0http://www.bbb.org/council/programs-services/dispute-handling-and-resolution/bbb-auto-line
This program is available in all50 states and the District ofColumbia. Eligibility is limited byvehicle age, mileage, and otherfactors. General Motors reservesthe right to change eligibilitylimitations and/or discontinue itsparticipation in this program.
STEP THREE—CanadianOwners :In the event that you donot feel your concerns have beenaddressed after following theprocedure outlined in Steps Oneand Two, General Motors of Canada

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Company wants you to be aware ofits participation in a no-chargeMediation/Arbitration Program.General Motors of CanadaCompany has committed to bindingarbitration of owner disputesinvolving factory-related vehicleservice claims. The programprovides for the review of the factsinvolved by an impartial third partyarbiter, and may include an informalhearing before the arbiter. Theprogram is designed so that theentire dispute settlement process,from the time you file your complaintto the final decision, should becompleted in about 70 days. Webelieve our impartial program offersadvantages over courts in mostjurisdictions because it is informal,quick, and free of charge.
For further information concerningeligibility in the Canadian MotorVehicle Arbitration Plan (CAMVAP),call toll-free 1-800-207-0685, or callthe General Motors Customer CareCentre, 1-800-263-3777 (English),1-800-263-7854 (French),or write to:
The Mediation/Arbitration Programc/o Customer Care CentreGeneral Motors of CanadaCompanyMail Code: CA1-163-0051908 Colonel Sam DriveOshawa, Ontario L1H 8P7
Yo u r i n q u i r y s h o u l d b e a c c o m p a n i e dby the Vehicle IdentificationNumber (VIN).
Customer Assistance
Offices
Chevrolet encourages customers tocall the toll-free number forassistance. However, if a customerwishes to write or e-mail Chevrolet,the letter should be addressed to:
United States and Puerto Rico
Chevrolet Motor DivisionChevrolet Customer AssistanceCenterP. O . B o x 3 3 1 7 0Detroit, MI 48232-5170www.Chevrolet.com
1-800-222-10201-800-833-2438 (For TextTe l e p h o n e D e v i c e s ( T T Y s ) )Roadside Assistance:1-800-243-8872
From U.S. Virgin Islands:
1-800-496-9994
Canada
General Motors of CanadaCompanyCustomer Care Centre, Mail Code:CA1-163-0051908 Colonel Sam DriveOshawa, Ontario L1H 8P7www.gm.ca
1-800-263-3777 (English)1-800-263-7854 (French)1-800-263-3830 (For Text

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Te l e p h o n e d e v i c e s ( T T Y s ) )Roadside Assistance:1-800-268-6800
Overseas
Please contact the local GeneralMotors Business Unit.
Customer Assistance for
Text Telephone (TTY)
Users
To a s s i s t c u s t o m e r s w h o a r e d e a f ,hard of hearing, or speech-impairedand who use Text Telephones(TTYs), Chevrolet has TTYequipment available at its CustomerAssistance Center. Any TTY user inthe U.S. can communicate withChevrolet by dialing:1-800-833-2438. TTY users inCanada can dial 1-800-263-3830.
Online Owner Center
Online Owner Experience
(U.S.) my.chevrolet.com
The Chevrolet online ownerexperience allows interaction withChevrolet and keeps importantvehicle-specific information in oneplace.
Membership Benefits
E:Download owner manuals andview vehicle-specific how-to videos.
G:View maintenance schedules,alerts, and OnStar VehicleDiagnostic Information. Scheduleservice appointments.
I:View and print dealer-recordedservice records and self-recordedservice records.
D:Select a preferred dealer andview locations, maps, phonenumbers, and hours.
r:Track your vehicle’swarrantyinformation.
J:View active recalls by VehicleIdentification Number (VIN). SeeVehicle Identification Number(VIN)0308.
H:View GM Card, SiriusXMSatellite radio (if equipped), andOnStar account information (ifequipped).
F:Chat with online helprepresentatives.
See my.chevrolet.com to registeryour vehicle.
Chevrolet Owner Centre
(Canada) chevroletowner.ca
Visit the Chevrolet Owner Centre:
.Chat live with online helprepresentatives.
.Locate owner resources such aslease-end, financing, andwarranty information.
.Retrieve your favorite articles,quizzes, tips, and multimediagalleries organized into theFeatured Articles and Auto CareSections.
.Download owner manuals.

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-9967827) - 2017 - crc - 5/2/16
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.Find theChevrolet-recommendedmaintenance services.
GM Mobility
Reimbursement Program
This program is available toqualified applicants for costreimbursement of eligibleaftermarket adaptive equipmentrequired for the vehicle, such ashand controls or a wheelchair/scooter lift for the vehicle.
For more information on the limitedoffer, visit www.gmmobility.com orcall the GM Mobility AssistanceCenter at 1-800-323-9935. TextTe l e p h o n e ( T T Y ) u s e r s , c a l l1-800-833-9935.
General Motors of Canada also hasaMobilityProgram.Visitwww.gm.caor call 1-800-GM-DRIVE (463-7483)for details. TTY users call1-800-263-3830.
Roadside Assistance
Program
For U.S.-purchased vehicles, call1-800-243-8872. (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 informationready:
.Yo u r n a m e , h o m e a d d r e s s , a n dhome telephone number.
.Te l e p h o n e n u m b e r o f y o u rlocation.
.Location of the vehicle.
.Model, year, color, and licenseplate number of the vehicle.
.Odometer reading, VehicleIdentification Number (VIN), anddelivery date of the vehicle.
.Description of the problem.
Coverage
Services are provided for theduration of the vehicle’spowertrainwarranty.
In the U.S., anyone driving thevehicle is covered. In Canada, aperson driving the vehicle withoutpermission from the owner is notcovered.
Roadside Assistance is not a part ofthe New Vehicle Limited Warranty.General Motors North America andChevrolet reserve the right to makeany changes or discontinue theRoadside Assistance program atany time without notification.
General Motors North America andChevrolet reserve the right to limitservices or payment to an owner ordriver if they decide the claims aremade too often, or the same type ofclaim is made many times.

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Services Provided
.Emergency Fuel Delivery:Delivery of enough fuel for thevehicle to get to the nearestservice station.
.Lock-Out Service:Service tounlock the vehicle if you arelocked out. A remote unlock maybe available if you have OnStar.For security reasons, the drivermust present identificationbefore this service is given.
.Emergency Tow from a PublicRoad or Highway:To w t o t h enearest Chevrolet dealer forwarranty service, or if the vehiclewas in a crash and cannot bedriven. Assistance is not givenwhen the vehicle is stuck in thesand, mud, or snow.
.Flat Tire Change:Service tochange a flat tire with the sparetire. The spare tire, if equipped,must be in good condition andproperly inflated. It is the owner'sresponsibility for the repair orreplacement of the tire if it is notcovered by the warranty.
.Battery Jump Start:Service tojump start a dead battery.
.Tr i p I n t e r r u p t i o n B e n e f i t s a n dAssistance:If your trip isinterrupted due to a warrantyevent, incidental expenses maybe reimbursed within thePowertrain warranty period.Items considered are reasonableand customary hotel, meals,rental car, or a vehicle beingdelivered back to the customer,up to 805 km (500 mi).
Services Not Included in
Roadside Assistance
.Impound towing caused byviolation of any laws.
.Legal fines.
.Mounting, dismounting,or changing of snow tires,chains, or other traction devices.
Service is not provided if a vehicleis in an area that is not accessibleto the service vehicle or is not aregularly traveled or maintainedpublic road, which includes ice andwinter roads. Off-road use is notcovered.
Services Specific to
Canadian-Purchased Vehicles
.Fuel Delivery:Reimbursementis up to 7 liters. If available,diesel fuel delivery may berestricted. Propane and otherfuels are not provided throughthis service.
.Lock-Out Service:Vehicleregistration is required.
.Tr i p I n t e r r u p t i o n B e n e f i t s a n dAssistance:Must be over150 km from where your trip wasstarted to qualify.Pre-authorization, originaldetailed receipts, and a copy ofthe repair orders are required.Once authorization has beenreceived, the RoadsideAssistance advisor will help tomake arrangements and explainhow to receive payment.
.Alternative Service:Ifassistance cannot be providedright away, the RoadsideAssistance advisor may givepermission to get localemergency road service. You willreceive payment, up to $100,

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after sending the original receiptto Roadside Assistance.Mechanical failures may becovered, however any cost forparts and labor for repairs notcovered by the warranty are theowner responsibility.
Scheduling Service
Appointments
When the vehicle requires warrantyservice, contact your dealer andrequest an appointment. Byscheduling a service appointmentand advising the service consultantof your transportation needs, yourdealer can help minimize yourinconvenience.
If the vehicle cannot be scheduledinto the service departmentimmediately, keep driving it until itcan be scheduled for service,unless, of course, the problem issafety related. If it is, please callyour dealership, let them know this,and ask for instructions.
If your dealer requests you to bringthe vehicle for service, you areurged to do so as early in the workday as possible to allow forsame-day repair.
Courtesy Transportation
Program
To e n h a n c e y o u r o w n e r s h i pexperience, we and our participatingdealers are proud to offer CourtesyTransportation, a customer supportprogram for vehicles with theBumper-to-Bumper (Base WarrantyCoverage period in Canada),extended powertrain, and/orhybrid-specific warranties in boththe U.S. and Canada.
The Courtesy Transportationprogram is no longer available forcutaway vehicles.
Several Courtesy Transportationoptions are available to assist inreducing inconvenience whenwarranty repairs are required.
Courtesy Transportation is not apart of the New Vehicle LimitedWarranty. A separate booklet
entitled“Limited Warranty andOwner Assistance Information”furnished with each new vehicleprovides detailed warranty coverageinformation.
Transportation Options
Warranty service can generally becompleted while you wait. However,if you are unable to do so, yourdealer may offer the followingtransportation options:
Shuttle Service
This includes one-way or round-tripshuttle service within reasonabletime and distance parameters ofyour dealer's area.
Public Transportation or FuelReimbursement
If overnight warranty repairs areneeded, and public transportation isused, the expense must besupported by original receipts andwithin the maximum amount allowedby GM for shuttle service. If U.S.customers arrange their owntransportation, limitedreimbursement for reasonable fuel

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expenses may be available. Claimamounts should reflect actual costsand be supported by originalreceipts. See your dealer forinformation.
Courtesy Rental Vehicle
For an overnight warranty repair, thedealer may provide an availablecourtesy rental vehicle or provide forreimbursement of a rental vehicle.Reimbursement is limited and mustbe supported by original receipts aswell as a signed and completedrental agreement and meet state/provincial, local, and rental vehicleprovider requirements.Requirements vary and may includeminimum age requirements,insurance coverage, credit card, etc.Additional fees such as fuel usagecharges, taxes, levies, usage fees,excessive mileage, or rental usagebeyond the completion of the repairare also your responsibility.
It may not be possible to provide alike vehicle as a courtesy rental.
Additional Program
Information
All program options, such as shuttleservice, may not be available atevery dealer. Contact your dealerfor specific availability.
General Motors reserves the right tounilaterally modify, change,or discontinue CourtesyTransportation at any time and toresolve all questions of claimeligibility pursuant to the terms andconditions described herein at itssole discretion.
Collision Damage Repair
If the vehicle is involved in acollision and it is damaged, have thedamage repaired by a qualifiedtechnician using the properequipment and quality replacementparts. Poorly performed collisionrepairs diminish the vehicle resalevalue, and safety performance canbe compromised in subsequentcollisions.
Collision Parts
Genuine GM Collision parts are newparts made with the same materialsand construction methods as theparts with which the vehicle wasoriginally built. Genuine GMCollision parts are the best choice toensure that the vehicle's designedappearance, durability, and safetyare preserved. The use of GenuineGM parts can help maintain the GMNew Vehicle Limited Warranty.
Recycled original equipment partsmay also be used for repair. Theseparts are typically removed fromvehicles that were total losses inprior crashes. In most cases, theparts being recycled are fromundamaged sections of the vehicle.ArecycledoriginalequipmentGMpart may be an acceptable choice tomaintain the vehicle's originallydesigned appearance and safetyperformance; however, the history ofthese parts is not known. Such partsare not covered by the GM NewVehicle Limited Warranty, and anyrelated failures are not covered bythat warranty.