BUICK PARK AVENUE 1998 Owners Manual

8-2
8-4
8-5
8-5
8-6
8-7 Customer
Satisfaction Procedure
Customer Assistance
for Text
Telephone
(TTY) Users
Roadside Assistance
Canadian Roadside Assistance
GM Participation in an Alternative Dispute
courtesy Transportation
Resolution
PragrarR
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8-8
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Buick dealers have the facilities, trained technicians and
up-to-date information to promptly address any concerns you may have. However,
if a concern has not
been resolved to your complete satisfaction, take the
following steps:
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.
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STEP TWO -- If after contacting a member of
dealership management, it appears your concern cannot
be resolved
by the dealership without further help,
contact the Buick Customer Relations Center by calling
1-800-521-7300.
In Canada, contact GM of Canada
Customer Communication Centre in Oshawa by calling
2-800-263-3777 (English) or 1-800-263-7854 (French).
For help outside
of the United States and Canada, call
the following numbers as appropriate:
In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Isiands: 1-808-496-9994
In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-75 1-41 36 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM Overseas
Distribution Corporation
In Canada at:
(905)
644-41 12.
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For prompt assistance, please have the following
infomation available to give the Customer
Assistance Representative:
8
Your name, address, home and business
telephone
numbers
Vehicle Identification Number (This is available
from the vehicle registration or title, or tbe plate at
the top left of the inst~ument pmel and visible
through the windshield. 1
Dealership name and location
Vehicle delivery date and present mileage
Natarre of concern
We encourage you to call us so we can give your inquiry
prompt attention. However,
if you wish to write
Buick, address your inquiry
to:
Buick Motor Division
Customer Relations Center
902 E. Hamilton Avenue
Flint,
MI 48550
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario E1H 8P7
Refer to YQUT Warranty and Owner Assistance
Information booklet €or addresses
of GM
Dverseas offices.
When contacting Buick, please remember
that your
concern will likely
be resolved in the dealership, using
the dealer's facilities, equipment
and personnel. That
is why we suggest you follow Step One first if you
have a concern.
c*as4-(-J2 td *XtgE* Ag&&@-&-oe far
T&ephone (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
hick
by dialing: I-800-83-BUICK. (TTY users in
Canada can dial
1-800-263-3830.)
-4
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-!
Buick Motor Division is proud to offer Buick Premium
Roadside Assistance
to customers for vehicies covered
under the
3 year/36,000 mile (60 000 h) new car
warranty (whichever occurs first). Our
commitnnent
to Buick owners has always is,cluded
superlor service
thrcugh OW network of over 2,800 Buick
dealers. Buick
Premium Roadside Assistance provides an
extra measure of convenience and secilrity.
BUICK PREMIUM ROADSIDE ASSISTANCE:
0 Provides owners with access to minor repairs OF
towing for disabled vehicles. Although Roadside
Assistance
is not a repair facility, it is a means of
assisting customers in an emergency situation.
e Takes the anxiety out of uncertain situations by
providing easy access
to service professionals trained
to work with Buick owners,
24 hours a day, 365 days
a year, including weekends and holidays.
For details
on Buick Premium Roadside Assistance,
please consult
your Buick Premium Roadside Assistance
owner booklet included with your owner’s manual.
For
needed assistance, call the Buick Premium Roadside
Assistance toll-free hotline: 1-800-252-
11 12.
Vehicles purchased in Canada have an extensive
Roadside Assistance program accessible from anywhere
in Canada
or the United States. Please refer to the
separate brochure provided by the dealer or call
1-800-268-6800 for emergency services.
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IlncIuQed with your Buick new car warranty
(3 yews/36,080 miles
(60 000 h), whichever occurs
first), is Courtesy Transportation, a
program which
will provide
hick retaiail and lease customers with:
0 Reimbursement toward a loaner vehicie, courtesy
of Buick Motor Division, up to $30 a day (five
days
maximum) for vehicles requiring overnight
warranty repairs.
Also, reimbursement up to $30 a
day (five days maximum) may be available for the
cost
of a rental car, bus or even a cab.
e A free one-way shuttle ride or vehicle pick-up from a
location up to i 0 miles ( 16 km) from the dedership
is available
for those whose vehicle only requires
same
day warranty repairs.
NOTE: All Courtesy Transportation arrangements
will be administered by your Buick dealer
service management.
Courtesy Transportation
is Bhnick’s way of extending the
Premium Service you’ve cane to expect from hick
and its over 2,800 dealers. Please review the Courtesy
Transportation glove
box card contained in your vehicle
or consult your Buick dealer €or details. Because
QE uncertain availability, it is frequently not
possible to provide customers with the same
rndadei
loaner vehicle (including optional equipment) as the
vehicle the customer owns or leases
and has brought in
for wmmty repair. If a loaner vehicle is required, please
consult your dealership
for complete program details
and loaner car availability in your area.
Some state insurance regulations make it impractical
to rent vehicles to people under 21 years of age. If you
are under 21 and have difficulty renting a vehicle, Buick
will reimburse
you up to $30/day, for any documented
transportation you receive. Please consult your dealer
for details.
For warranty repairs
during the Complete Vehicle
Coverage period in the New Vehicle Limited Warranty,
interim transportation may
be available under the
Courtesy Transportation program. Please consult
your
dealer for details. The Courtesy Transportation program
is available only in the United States and Canada.
In Canada, please consult your GM dealer for
information
on Courtesy Transportation.
hick reserves the right to
make any changes or
discontinue the Courtesy Transportation program at
any time without notification.
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This program is available in all 50 states and the District
of Columbia. Canadian owners refer to your warranty
and Owner Assistance Infomation booklet €or
infomation on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP). General Motors reserves the right
to
change eligibility limitations andor to discontinue its
participation in this program.
Both Buick and your Buick dealer are committed
to making sure you are completely satisfied with
your new vehicle.
Our experience has shown that,
if a situation arises where you feel your concern
has
not been adequately addressed, the Customer
Satisfaction Procedure described earlier in this
section
is very successful.
There
may be instances where an impartial third party
can assist in arriving at
a solution to a disagreement
regarding vehicle repairs
or interpretation of the New
Vehicle Limited Warranty.
To assist in resolving these
disagreements, Buick voluntarily participates
in BBB
AUTO LINE.
BBB AUTO LINE is m out-of-court program
administered by the Better Business Bureau system to
settle automotive disputes. This program is available
free
of charge to customers who currently OWR or lease a
GM vehick.
If you are not satisfied after fofIowing the Customer
Satisfaction Procedure, you
may contact the BBB ming
the toll-free telephone number, cr write them at the
following address:
BBB AUTO LINE
Council of Better Business Bureaus, Hnc.
4200 Wilson 53ouTevard
Suite
800
Arlington, VA 22203- 1894
Telephone: I-800-955-5 100
To file a claim, you will be asked to provide your mme
and address, your Vehicle Identification Number (VIN)
and a statement of the nature of your complaint.
Eligibility is limited
by vehicie age ad mileage, and
other factors.
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We prefer you utilize the Customer Satishction
Procedure be€ore you r~01-t to AUTO LINE, but you
may contact the BBB at my time. The BBB will attempt
to resolve the complaint serving as an intermediary. If
this mediation is unsuccessful, an informal hearing will
be scheduled where eligible customers may present their
case to
an impartial third-party abitrator.
The arbbitrator will make a decision which you may
accept or reject. If YOU accept the decision, GM will be
bound
by that decision. The entire dispute resolution
procedure
should ordinarily take about 40 days from the
time
you file a claim until a decision is made.
Some state laws rnay require you to use this program
before filing a claim with ir state-mn arbitration program
OH in the courts. For further infomation, contact the
BBB at 1-808-955-5 100 or the Buick Ccrstomer
Assistance Center at 1-800-52 1-7300.
Your vehicle comes with a separate wmanty booklet
that contains
detailed warranty information.
You can also obtain other infomation about znotor
vehicle sa€ety €ram the Hotline.
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In Canada, please call us at 1 -8OG-253-3777 (English)
OF 1-800-263-7854 (French). Orp write:
General
Motors of Canada Limited
Customer Communication Centre,
B 43-005
1908 Coionmel Sam Drive
Oshawa, Ontario LlH 8P7
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1998 BUICK SERVICE PUBLICATIONS OWDERBMG 1NFOR
CURRENT PUBLICATIONS FOR 1998 BUCK
SERVICE MANUALS
Service Manuals have the diagnosis and repair information
OR engines, transmission, axle, suspension, brakes,
electrica!, steering,
body, elc.
RETAIL SELL PRICE: $90.640
TRANSMISSION, TRANSAXLE, TRANSFER CASE
UNIT REPAIR MANUAL
This manuas provides information on unit repair sewice
PFOCedureS, adjtistrnents and specifications for the
1998 GM transmissions, transaxles and transfer cases.
RETAIL SELL PRICE: $40.00
SERVICE BULLETINS
Service Bulietins give technicat service information needed
to knowledgeably service General Motors cars and trucks.
Each bulletin contains instructions
to assist in the
diagnosis
and service of your vehicle.
OWNER'S INFORMATION
Owner publications are written directly for Owners and
intended to provide basic operational information about 9hc
vehicle. The owner's manual wiil include the Maintenance
Schedule for
all modeis.
In-Pot-tf~lio: lncilsdes a Portfo/io, Owner's Manual and
Warranty Booklet.
RETAIL SELL PRICE: $I 5.00
Without Portfolio: Owner's Manual only.
RETAIL SELL PRICE: $10.00
CURRENT & BAST MODEL ORDER FORMS
Service Publications are avaiiable for current and past
model GM vehicfes. To request an order form, please
specify year and model name
of t,he vehicle.
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