CADILLAC CTS V 2007 1.G Owners Manual

Customer Assistance and Information....... 482
Customer Satisfaction Procedure............... 482
Online Owner Center................................. 485
Customer Assistance for Text
Telephone (TTY) Users.......................... 486
Customer Assistance Offices..................... 486
GM Mobility Reimbursement Program........ 488
Roadside Service...................................... 488
Courtesy Transportation............................. 492
Vehicle Data Collection and Event
Data Recorders...................................... 494
Collision Damage Repair........................... 496Reporting Safety Defects............................ 500
Reporting Safety Defects to the
United States Government..................... 500
Reporting Safety Defects to the
Canadian Government............................ 500
Reporting Safety Defects to
General Motors...................................... 501
Service Publications Ordering
Information............................................. 501
Section 7 Customer Assistance Information
481

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
dealer/retailer and to Cadillac. Normally, any
concerns with the sales transaction or the operation
of your vehicle will be resolved by your dealer’s/
retailer’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/retailer 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/retailer or the general manager.STEP TWO:If after contacting a member of
dealership/retailer management, it appears
your concern cannot be resolved by the
dealership/retailer without further help, in the
United States, contact the Cadillac Customer
Assistance Center, 24 hours a day, by calling
1-800-458-8006. In Canada, contact the Canadian
Cadillac Customer Communication Centre by
calling 1-888-446-2000.
We encourage you to call the toll-free number in
order to give your inquiry prompt attention. Please
have the following information available to give
the Customer Assistance Representative:
Vehicle Identication Number (VIN). This is
available from the vehicle registration or
title, or the plate at the top left of the
instrument panel and visible through the
windshield.
Dealership/retailer name and location.
Vehicle delivery date and present mileage.
When contacting Cadillac, please remember that
your concern will likely be resolved at a
dealer’s/retailer’s facility. That is why we suggest
you follow Step One rst if you have a concern.
482

STEP THREE (United States Owners):Both
General Motors and your dealer/retailer are
committed to making sure you are completely
satised with your new vehicle. However, if you
continue to remain unsatised after following
the procedure outlined in Steps One and Two, you
should le with the Better Business Bureau (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 ling 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
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.
483

STEP THREE (Canadian Owners):
General Motors Participation in the
Mediation/Arbitration Program
In the event that you do not feel your concerns
have been addressed after the 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 le your complaint to the nal 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 Identication
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
484

Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your GM
ownership needs. Specic vehicle information can
be found in one place.
The Online Owner Center allows you to:
Get e-mail service reminders.
Access information about your specic
vehicle, including tips and videos and
an electronic version of this owner manual.
Keep track of your vehicle’s service history
and maintenance schedule.
Find GM dealers/retailers for service
nationwide.
Receive special promotions and privileges
only available to members.
Refer to www.MyGMLink.com on the web for
updated information and to register your vehicle.
My GM Canada (Canada only)
My GM Canada is a password-protected section
of gmcanada.com 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 or Retailers.
My Driveway: Receive service reminders and
helpful advice on owning and maintaining
your vehicle.
My Preferences: Manage your prole,
subscribe to E-News and use tools and forms
with greater ease.
To sign up to My GM Canada, visit the My GM
Canada section within www.gmcanada.com.
485

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), Cadillac has TTY equipment
available at its Customer Assistance Center.
Any TTY user can communicate with Cadillac by
dialing: 1-800-833-CMCC (2622). (TTY users
in Canada can dial 1-800-263-3830.)
Customer Assistance Offices
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 — Customer Assistance
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 Assistance: 1-800-882-1112
Fax Number: 313-381-0022
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
Fax Number: 313-381-0022
From U.S. Virgin Islands:
1-800-496-9994
Fax Number: 313-381-0022
486

Canada — Customer Assistance
General Motors of Canada Limited
Canadian Cadillac Customer Communication
Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-888-446-2000
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-882-1112
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
487

GM Mobility Reimbursement
Program
This program, available to qualied 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.
Roadside Service
In the United States or Canada, call
1-800-882-1112. Service is available 24 hours
a day, 365 days a year.
Who Is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. A person driving
this vehicle without the consent of the owner is
not eligible for coverage.
The following services are provided in the United
States during the Bumper-to-Bumper warranty
period and in Canada, during the Base Warranty
coverage period of the New Vehicle Limited
Warranty, up to a maximum coverage of $100.
These services are provided at a nominal charge
if the Cadillac is no longer covered by the
warranties listed previously. Roadside Service is
available only in the United States and Canada.
488

Cadillac Owner Privileges™
Roadside Service provides several Cadillac Owner
Privileges™ at “no charge,” throughout your
Cadillac Warranty Period — 48 months/
50,000 miles (80 000 km).
Emergency Road Service is performed on site for
the following situations:
Towing Service:Emergency towing from a
public roadway or highway to the nearest
dealership/retailer for warranty service or
in the event of a vehicle-disabling accident.
Winch-out assistance when the vehicle
is mired in sand, mud, or snow.
Battery Jump Starting:No-start occurrences
which require a battery jump start will be
covered at no charge.
Lock Out Assistance:To ensure security,
the driver must present the vehicle registration
and personal ID before lock-out service is
provided. Lock-out service will be covered at
no charge if you are unable to gain entryinto your vehicle. If your vehicle will not start,
Roadside Service will arrange to have
your vehicle towed to the nearest authorized
dealership/retailer. In the United States,
replacement keys made at the customer’s
expense will be delivered within 10 miles.
Fuel Delivery:Delivery of enough fuel for the
customer to get to the nearest service station
(approximately $5 in the United States and
10 litres in Canada).
Flat Tire Change (Covers change only):
Installation of your spare tire, in good
condition, will be covered at no charge.
The customer is responsible for the repair or
replacement of the tire if not covered by a
warrantable failure.
Trip Interruption:If your trip is interrupted
due to a warranty failure, incidental expenses
may be reimbursed during the 48 months/
50,000 miles (80 000 km) warranty period.
Items covered are hotel, meals, and rental car.
489

Additional Services for Canadian
Customers
Trip Routing Service:Upon request, Cadillac
Roadside Service will send you detailed,
computer-personalized maps, highlighting your
choice of either the most direct route or the
most scenic route to your destination,
anywhere in North America, along with any
helpful travel information we may have
pertaining to your trip. To request this service,
please call us toll-free at 1-800-268-6800.
We will make every attempt to send your
personalized trip routing as quickly as
possible, but it is best to allow three weeks
before your planned departure date.
Trip routing requests will be limited to
six per calendar year.
Alternative Service:There may be times
when Roadside Service cannot provide
timely assistance. Your advisor may authorize
you to secure local emergency road service,
and you will be reimbursed up to $100 upon
submission of the original receipt to Cadillac
Roadside Service
®.
Cadillac Technician Roadside Service
(U.S. only)
Cadillac’s exceptional Roadside Service is more
than an auto club or towing service. It provides
every Cadillac owner in the United States with the
advantage of contacting a Cadillac advisor and,
where available, a Cadillac trained dealer/retailer
technician who can provide on-site service.
A dealer/retailer technician will travel to your
location within a 30 mile (50 km) radius of
a participating Cadillac dealership/retailer.
If beyond this radius, we will arrange to have
your car towed to the nearest Cadillac
dealership/retailer. Each technician travels with a
specially equipped service vehicle complete
with the necessary Cadillac parts and tools
required to handle most roadside repairs.
490