BUICK LUCERNE 2010 Owner's Manual

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, in
the United States, 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. 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 may 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
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.
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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. Alternatively you may call the
General Motors Customer Communication Centre,
1-800-263-3777 (English), 1-800-263-7854 (French),
or you may write to the Mediation/Arbitration Program
at the following address. Your inquiry should be
accompanied by your Vehicle Identification
Number (VIN).
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
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Online Owner Center
Online Owner Center (U.S.)—
www.gmownercenter.com/buick
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 Buick dealers for service nationwide
.Exclusive privileges and offers
.Recall notices for your specific vehicle
.OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Buick —www.buick.com
Buick Merchandise —www.buickmerchandise.com
Help Center —www.buick.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.
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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), Buick has TTY equipment available at its
Customer Assistance Center. Any TTY user can
communicate with Buick by dialing: 1-800-83-BUICK.
TTY users in Canada can dial 1‐800‐263-3830.
Customer Assistance Offices
Buick encourages customers to call the toll-free number
for assistance. However, if a customer wishes to write
or e-mail Buick, the letter should be addressed to:
United States—Customer Assistance
Buick Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136
www.Buick.com
1-800-521-7300
1-800-832-8425 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-252-1112 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
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Overseas—Customer Assistance
Please contact the local General Motors Business Unit.
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.
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Roadside Assistance Program
For U.S. purchased vehicles, call1-800-252-1112;
(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
.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. Buick and General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.
Buick 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.
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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 Buick 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.
.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.
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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 six request limit per year. Additional
travel information is also available. Allow three
weeks for delivery.
.Trip Interruption Benefits 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.
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Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer and request an appointment. By scheduling
a service appointment and advising your service
consultant of your transportation needs, your dealer 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 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.
Courtesy Transportation Program
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the New Vehicle Limited Warranty (Base Warranty
Coverage period in Canada) and extended powertrain,
and hybrid specific warranty in both the U.S. and
Canada.
Several courtesy transportation options are available to
assist in reducing your inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled“Warranty
and Owner Assistance Information” furnished with
each new vehicle provides detailed warranty coverage
information.
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Transportation Options
Warranty service can generally be completed while
you wait. However, if you are unable to wait, GM
helps to minimize your inconvenience by providing
several transportation options. Depending on the
circumstances, your dealer can offer you one of the
following:
Shuttle Service
Shuttle service is the preferred means of offering
Courtesy Transportation. Dealers may provide you with
shuttle service to get you to your destination with
minimal interruption of your daily schedule. This
includes one‐way or round trip shuttle service within
reasonable time and distance parameters of the
dealer's area.
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 supportedby 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.
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