CADILLAC FLEETWOOD 1993 2.G Owners Manual

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This section will explain how to contact Cadillac if you need assistance. It also tells you
how to obtain service publications and how to report
any safety defects.
. . .. This section includes the following:
Customer Satisfaction Procedure Zone and Central Office Addresses
Customer Assistance for HearingISpeech Impaired
MediatiodArbitration Program Reporting Safety Defects
Product Service Publications (PSPs) Owner’s Manuals and Service Manuals
-~ CUSTOM%R SATISFACTION PROCEDURE
Your satisfaction and goodwill are important to your dealer and to \
Cadillac. Normally,
any problems with the sales transaction or the operation of your vehicle will be resolved
- by your 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 problem with a member of dealership management.
Satisfaction can often be quickly obtained at that level. If the matter has already been\

reviewed with the Sales, Service or Parts Manager, contact the \
General Manager or
owner of the dealership.
STEP TWO - If after contacting a member of Dealership Management, it appears
your problem cannot be resolved by the dealership without further help,
contact the
Cadillac Consumer Relations Center 24 hours per day by calling 1-800-458-8006 or
if you have an Allant6 call 1-800-ALLAm.
In Canada, contact GM of Canada Customer Assistance Center in Oshawa by calling
1-800-263-3777 ENGLISH or 1-800-263-7854
FRENCH.
In Mexico, call 1-900-254-17-86. In Puerto Rico, U.S. Virgin Islands, call
1-809-763-1315. In all other overseas locations, contact GM International Export
Sales
in Canada by calling 1416-644-4112.
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Downloaded from www.Manualslib.com manuals search engine For prompt assistance, please have the following information ava\
ilable to give the
Consumer Relations Representative: -
- Your name, address and telephone number
- Vehicle Identification Number (This is available from the vehicle registration or ,
-
title, or the plate attached to the left top of the instrument panel and visible through
the windshield.)
- Dealership name and location
- Vehicle delivery date and present mileage
- Nature of problem
In order
to give your inquiry prompt attention, please call the appropriate toll free
number listed. However, if you wish to write Cadillac, please send all correspondence to
the respective United States, Canada or GM Overseas Central Office address listed on
the following page.
When contacting Cadillac, please remember that
your problem will likely be resolved in
the dealership, using dealership facilities, equipment and person\
nel. That is why we -
suggest you follow Step One first.
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CUSTOMER ASSISTANCE FOR THE HEARING OR
SPEECH IMPAIRED
To assist owners who have hearing difficulties, Cadillac has installed special TDD
(Telecommunication Devices for the Deaf) equipment in its Consumer Relations -
Center. Any hearing or speech impaired customer who has access to a TDD or a
conventional teletypewriter my) can communicate with Cadillac by dialing:
1-800-TDD-CMCC.
(TDD users in Canada can dial 1-800-263-3830). n
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Downloaded from www.Manualslib.com manuals search engine *-- ZONE AND CENTRAL OFFICE ADDRESSES
CENTRAL OFFICES
UNITED STATES
Consumer Relations Center
Cadillac Motor Car Division
2860 Clark
Detroit, Michigan 48232
1-800-458-8006 (24 Hours)
1-8OO-ALLm (Allanths only)
INTERNATIONAL EXPORT
SALES __
P.O. Box 828
Oshawa,
Ontario L1H 7N1
Fax: 416-644-4866
Telex: 82146981215
__ CADILLAC ZONE OFFICES
CENTRAL ZONE
Post Office Box 33109 -- Detroit, Michigan 48232
FLORIDA ZONE
Barrette Bank Centre
Fifth Floor
625 North Flagler
West Palm Beach,
Florida 33401
MID-ATLANTIC ZONE
Post Office Box 9010
Wayne, Pennsylvania 19087
__1 EASTERN ZONE
Post Office Box 3003
Parsippany,
New Jersey 07054
- SOUTHEAST ZONE
Post Office Box 50256
Atlanta, Georgia 30302
CANADA
Consumer Relations Department
General Motors of Canada Limited
Oshawa,
Ontario L1J 526
1-800-263-3777 (ENGLISH)
1-800-263-7854 (FRENCH)
LOS ANGELES ZONE
Post Office Box 5018
Thousand
Oaks, California
91359-5018
MIDWEST ZONE
Post Office Box 3002
Naperville, Illinois 60566
NORTHWEST ZONE
Post Office Box 23850
Oakland, California 94623
SOUTHWEST ZONE
Post Office Box 660118
Dallas, Texas 75266-01 18
*NOTE: The state of
Alaska is serviced by
the Northwest Zone.
The state of Hawaii is serviced
by
the Los Angeles Zone.
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Downloaded from www.Manualslib.com manuals search engine GENERAL MOTORS OF CANADA REGIONAL OFFICES
CALGARY, AB T2P 3W7
4220 Blackfoot Trail
P.O. Box
2510
1-800-263-3777 TORONTO, ONTARIO
M3C lJ1
1200 Eglinton Ave. E. -
4 16-359-0588
1-800-263-3777
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MONTREAL, QUEBEC
H9R 4R2
5000 Trans-Canada Hwy.
Pointe Claire, Quebec
1-800-263-7854
GENERAL MOTORS OFFICES OVERSEAS
FAR EAST
GM Overseas
Distribution
Corp.
Roppongi Fuji Building
2-6 Nishiazabu 3-Chome
Minato-Ku
Tokyo, Japan
106
Telephone: 03-470-346 1
Telex: JAPAUTO 522776
DUBAI
GMODCflES Middle East Dubai International Trade Centre
Level
30
P.O. Box 9233
Dubai, United Arab Emirates
Telex:
46542 GMODC EM
Regional Marketing Office
SAUDI ARABIA
GM Overseas
Distribution
Corp.
P.O. Box 5784
Jeddah, 21432 Saudi Arabia
Telephone:
02-665-3380
Telex: 401748 GMOT SJ
EUROPE
GMODC/IES
Europe RMO
C/O GM Service GMBH
Postfach
1710
D-6090 Ruesselsheim
Federal Republic
of Germany
Telephone:
6142-602319 or 312
Telex: 4182841 GMO D
Fax: 6142-82632 or Cm' (02)
PUERTO RICO
U.S. VIRGIN ISLANDS
GM Overseas Distribution Cop.
Centro Commercial
Rio Pieckas,
Puerto Rim
Mail:
G.P.O. Box G-4382
San Juan, herto Rim 00936
Telephone: 809-763-1315
Telex: 3450394
san Francisco
MEXICO
General Motors de Mexico
Consumer Relations Supervisor Service Department
Mexico
1, D.F.
Telephone:
905-245-17-86
Telex: 1763 185
Apartado Postal 107-BIS
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Downloaded from www.Manualslib.com manuals search engine GM PARTICIPATION IN BETTER BUSINESS ’BUREAU
MEDIATION/ARBITRATION PROGRAM*
Our experience has shown that the Customer Satisfaction Procedure ae\
scribed earlier in
this section has been very successful in achieving customer satisfaction. If you have
discussed a concern with your Dealership management and have no\
t been able
to
resolve it, let us know. Questions and concerns are resolved most efficiently if y\
ou
telephone
or write directly to our offices as described. However, if you have not been
substantially satisfied, Cadillac wants you
to be aware of GM’s voluntary participation
in a no-charge mediation/arbitration program called BBB
AUTO LINE. This program
is administered by
the Council of Better Business Bureaus through local Better Business
Bureaus.
It can resolve individual disputes involving vehicle repairs and th\
e
interpretation
of your New Vehicle Limited Warranty.
We prefer that you not resort to BBB
AUTO LINE until after a final decision is made
under the Customer Satisfaction Procedure. However, you may file a cl\
aim at any time
by contacting your local Better Business Bureau (BBB) or call\
ing the following
24 hour
toll-free number
to obtain the telephone number of your nearest BBB office:
1-800-955-5100. For further information about filling a claim, you may also write to:
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, Virginia 22203
In order to file a claim, you will have to provide your name and address, the \
vehicle
identification number (VIN) of your vehicle, and a statement of the nature of your
complaint. BBB staff may
try to help resolve your dispute through mediation. If
mediation is not successful, or if you do not wish to participate in mediation, eligible
customers may present their
case to an impartial third party arbitrator at an informal
hearing. The arbitrator will render a decision in your case, which you may \
accept or
reject.
If you accept a valid arbitrator decision, Cadillac will be bound by that decision
The entire dispute settlement process should ordinarily take about
40 days from the time
you file your complaint
to the time a decision is rendered (or 47 days if you did not first
contact your dealership or Cadillac).
We encourage you to use
this program before or instead of resorting to the courts. We
believe it
offers advantages over courts in most jurisdictions because it is fast, free of
charge, and informal (lawyers are not usually present, although\
you may retain one at
your expense if you choose). Arbitrators make decisions based on the principles of
fairness and equity. They arenot required
to duplicate the functions of courts by strictly
applying state or federal law.
If you wish to go to court however, we do not require that
you first file a claim with BBB
AUTO LINE ** unless state law provides otherwise.
Whatever your preference may
be, remember that if you are unhappy with the results of
BBB
AUTO LINE, you can still go to court because an arbitrator’s decision is binding
on Cadillac but not on you unless you accept it.
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Downloaded from www.Manualslib.com manuals search engine Eligibility is limited by vehicle age/mileage, on the component involved and other
factors. For further infurmation
concerning. the.program,.call your local BBB or call
1-800-955-5 100 for the toll-free number of your nearest BBB. You may also call the
Cadillac Consumer Assistance Center.
*This program may not be available in all states, depending on state law. (Canadian
owners should refer to the Canadian Warranty BooWet). General Motors reserves the
right to change eligibility limitations
andlor to discontinue its participation in this
program.
** Some states may require that you first file a claim with BBB AUTO LINE before
resorting to state qerated procedures (including court).
REPORTING SAFETY DEFECTS TO THE UNITED
STATES GOVERNMENT
If you believe that your vehicle has a defect which could cause \
a crash or could cause
injury
or death, you should immediately inform the National Highway Traffk Safety
Administration (NHTSA), in addition to notifying General
Motors.
If NHTSAreceives similar complaints, it may open aninvestigation, and if it finds that a
safety defect exists in a group of vehicles, it may order a recall and remedy campaign,
However, NHTSA cannot become involved in individual problems bet\
ween you, your
dealer, or General Motors.
To contact NHTSA, you may either
call the Auto Safety Hotline toll-Free at
1-800-424-9393 (or 366-0123 in the Washington, D.C. area) or write to NHTSA, U.S.
Department of Transportation, Washington, D.C. 20590. You can also obtain other
information about motor vehicle safety from the Hotline.
REPORTING SAFETY DEFECTS TO THE CANADIAN
GOVERNMENT
If you live in Canada, and you believe that your vehicle has a safety defect, you should o: !,
immediately notify Transport Canada, in addition to notifying General Motors of & ,, ~
Canada Ltd. You may write to Transport Canada at Box 8880, Ottawa, Ontario & -.: . E ?i
K1G 3J2.
a
REPORTING SAFETY DEFECTS TO GENERAL
MOTORS
0 In addition to notifying NHTSA (or Transprt Canada) in a situation like this, we
certainly
hope you’ll notify us. Please call us at our Consumer Relations Center,
1-800-458-8006, or in Canada call, 1-800-263-3777, (English) or 1-800-263-7854
(French), or write: Cadillac Motor Car Division, Consumer Relations CeKter, 2860
Clark Avenue Detroit, MI 48232.
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Downloaded from www.Manualslib.com manuals search engine SERVICE PUBLICATIONS
Information on how to obtain Product Service Publications, subsc\
riptions, Indexes and
fo Columbia) and only for cars and light trucks with GVWR less than 10,OOO pounds
(4 536 kg).
- summaries as described below is applicable only in the fifty U.S. states (and the District
- In Canada, information pertaining to Product Service Bulletins and Indexes can be
obtained by writing to: General Motors of Canada Limited, Service Publications
Department,
1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7.
Cadillac regularly sends its dealers useful service bulletins ab\
out Cadillac products.
Cadillac monitors product performance in the field. We then prepare bulletins for
servicing our products better, Now, you can get these bulletins\

too.
Bulletins cover various subjects. Some pertain to the proper us\
e and care of your
vehicle. Some describe costly repairs. Others describe inexpensiv\
e repairs which, if done on time with the latest parts, may avoid future costly r\
epairs. Some bulletins tell a
technician how
to repair a new or unexpected condition. Others describe a quicker way
to
fix your vehicle. They can help a technician service your vehicle better.
Most bulletins apply
to conditions affecting a small number of vehicles Your Cadillac
dealership or a qualified technician may have
to determine if a specific bulletin applies
to your vehicle.
You can subscribe to all Cadillac bulletins.
This way you’ll get them as they come out.
You can wait a while and get an index to the bulletins. You can also get individual
.- ~-
__ bulletins. However, you’ll need the index to identify them.
Subscriptions
You can subscribe to allcadillac Product Service Publications (PSPs). This will include
bulletins for all cars sold by Cadillac and will not
be limited to PSPs applicable to any
particular model. When you buy a subscription, you will receive\
the PSPs in periodic
mailings shortly after they come out.
A subscription costs $100.00 U.S. ($110.00
including a special binder) and it entitles you to all PSPs published by Cadillac during
that model year. You can purchases
a subscription by sending a check or money order to
Cadillac Service Publications, Post Office Box 07130, Detroit, Michigan 48027, along
with the order form located on page
15. Your may get additions subscription ordering
forms by calling the toll-free number shown in
this section or your can find them at
participating dealerships.
Individual PSPs
If you don’t want to buy all the PSPs issued by Cadillac for all models in the mo\
del year,
you can buy individual PSPs such
as those which may pertain to a particular model. To
do this, you will first need to see our index of PSPs. It provides a variety of information.
Here’s
what you’ll find in the index and how you can get one.
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Downloaded from www.Manualslib.com manuals search engine What You’ll find in the Index:
+ A list of all PSPs published by Cadillac in a model year (1990 or later). PSPs
covering all models of Cadillac cars are listed in the same index.
+ Ordering information so you can buy the specific PSPs you may want.
+ Price information for PSPs you may want to buy.
How You Can Get an Index:
Indexes are published periodically. Most of the PSPs which could potentially apply to
the most recent Cadillac models will by listed in the last qu\
arterly publication for that
model year. This means you may want
to wait until the end of the model year before
ordering an index, if you are interested in buying
PSPs pertaining to a current model year
vehicle.
Some
PSPs pertaining to a particular model year vehicle may be published on later
years, and these would
be listed in the later year’s index. When you order an index for a
model year that is not over yet, we’ll send you the most \
recently published quarterly
issue.
You can specify an index for an earlier model year, but not befor\
e 1990.
Cut out the order form, fill it out, and mail it. We will see
to it that an index is mailed to
you. There is no charge for indexes for the 1990-1993 model years.
Toll-Free Telephone Number
If you want an additional ordering form for an index or a subscr\
iption, just call toll-free
and we’ll
be happy to send you one. Automated recording equipment will take \
your
name and mailing address. The number to call is 1-800-5514123.
Copies at Participating Dealers
Copies of Indexes and individual PSPs are at your Cadillac dealership. You can ask to
see them.
A VERY IMPORTANT REMINDER: These PSPs are meant for technicians. They are
not meant for the ‘do-it-yourselfer’. Technicians have the \
equipment, tools, safety
instructions, and training
to do a job quickly and safely.
Cadillac reserves the right to change these procedures without \
notice after November, 1991.
Cadillac Owner’s Manuals and Service Publications
You can get these by using the order form. Additionally, past model Owner’s Manuals
and Service Information Manuals are available for a minimum
of ten model years and
frequently much longer. Credit card orders may
be placed using the toll-free number
1-800-7824356. High quality copies of out of print older model manuals ar av\
ailable,
also. You may receive
a free listing of either by using the order form.
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