CADILLAC ESCALADE ESV 2010 Owners Manual

Black plate (15,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Maintenance Record (cont'd)Date Odometer
Reading Serviced By Maintenance Stamp Services Performed
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Black plate (16,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Maintenance Record (cont'd)Date Odometer
Reading Serviced By Maintenance Stamp Services Performed
8-16

Black plate (1,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Section 9 Customer Assistance InformationCustomer Assistance and Information . . . . . . . . . . . 9-2
Customer Satisfaction Procedure . . . . . . . . . . . . . . . 9-2
Online Owner Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-5
Customer Assistance for Text Telephone (TTY)
Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-6
Customer Assistance Offices . . . . . . . . . . . . . . . . . . . 9-6
GM Mobility Reimbursement Program . . . . . . . . . . . 9-7
Roadside Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-8
Scheduling Service Appointments . . . . . . . . . . . . . 9-11
Courtesy Transportation Program . . . . . . . . . . . . . . 9-11
Collision Damage Repair . . . . . . . . . . . . . . . . . . . . . . 9-13 Reporting Safety Defects . . . . . . . . . . . . . . . . . . . . . . . . 9-17
Reporting Safety Defects to the United States
Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-17
Reporting Safety Defects to the Canadian
Government . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-17
Reporting Safety Defects to General Motors . . . 9-18
Service Publications Ordering Information . . . . . 9-18
Vehicle Data Recording and Privacy . . . . . . . . . . . . . 9-19
Event Data Recorders . . . . . . . . . . . . . . . . . . . . . . . . . 9-20
OnStar ®
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-21
Navigation System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9-21
Radio Frequency Identification (RFID) . . . . . . . . . 9-21
Radio Frequency Statement . . . . . . . . . . . . . . . . . . . 9-21
9-1

Black plate (2,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Customer Assistance and
Information Customer Satisfaction Procedure Your satisfaction and goodwill are important to your
dealer and to Cadillac. Normally, any concerns with the
sales transaction or the operation of the vehicle will be
resolved by the dealer'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 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. STEP TWO: If after contacting a member of dealership
management, it appears your concern cannot be
resolved by the dealership without further help, in the
U.S., call the Cadillac Customer Assistance Center at
1 ‐ 800 ‐ 458 ‐ 8006. In Canada, call the Canadian Cadillac
Customer Communication Centre at 1-888-446-2000.
We encourage you to call the toll-free number in order
to give your inquiry prompt attention. Have the following
information available to give the Customer Assistance
representative: .
Vehicle Identification 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 name and location. .
Vehicle delivery date and present mileage.
When contacting Cadillac, remember that your concern
will likely be resolved at a dealer's facility. That is why
we suggest following Step One first.
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Black plate (3,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
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,
if you continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, you can file
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 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
www.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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Black plate (4,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
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, or call the General Motors
Customer Communication Centre, 1 ‐ 800 ‐ 263 ‐ 3777
(English), 1 ‐ 800 ‐ 263 ‐ 7854 (French), or write to:
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
Your inquiry should be accompanied by the Vehicle
Identification Number (VIN).
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Black plate (5,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Online Owner Center Cadillac Owner Center (U.S.) —
www.cadillacownercenter.com Information and services customized for your specific
vehicle — all in one convenient place. .
Digital owner manual, warranty information,
and more .
Store online service and maintenance records .
Find Cadillac dealers for service nationwide .
Exclusive privileges and offers .
Recall notices for your specific vehicle .
OnStar ®
and GM Cardmember Services Earnings
summaries
Other Helpful Links: Cadillac — www.cadillac.com
Cadillac Merchandise — www.cadillaccollection.com
Help Center — www.cadillac.com/helpcenter.
FAQ .
Contact Us My GM Canada (Canada) — www.gm.caMy 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: Save details such as address and
phone number for each of your preferred GM
dealers. .
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.
9-5

Black plate (6,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
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: 1-800-833-2622.
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 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 From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
From U.S. Virgin Islands:
1-800-496-9994
Canada General Motors of Canada Limited
Canadian Cadillac Customer Communication
Centre, Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-888-446-2000
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-882-1112
Overseas Please contact the local General Motors Business Unit.
9-6

Black plate (7,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Mexico, Central America and
Caribbean Islands/Countries
(Except Puerto Rico and U.S. Virgin
Islands) General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Av. Ejercito Nacional #843
Col. Granada
C.P. 11520, Mexico, D.F.
01-800-466-0805
Long Distance: 011-52-53 29 0805 GM Mobility Reimbursement
Program This program is available to qualified applicants for cost
reimbursement of eligible aftermarket adaptive
equipment required for your vehicle, such as hand
controls or a wheelchair/scooter lift for the vehicle.
For more information on the limited offer, visit
www.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.
9-7

Black plate (8,1)Cadillac Escalade/Escalade ESV Owner Manual - 2010
Roadside Service In the United States or Canada, call 1-800-882-1112 .
Text Telephone (TTY), U.S. only, call 1-888-889-2438 .
Service is available 24 hours a day, 365 days a year.
Calling for Service When calling Roadside Service, 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/
160 000 km (100,000 miles), 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 Service is not a part of the New Vehicle
Limited Warranty. Cadillac and General Motors of
Canada Limited reserve the right to make any changes
or discontinue the Roadside Service program at any
time without notification.
Cadillac 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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