CHEVROLET AVALANCHE 2007 2.G Owners Manual

Customer Assistance and Information....... 582
Customer Satisfaction Procedure............... 582
Online Owner Center................................. 585
Customer Assistance for Text
Telephone (TTY) Users.......................... 586
Customer Assistance Offices..................... 586
GM Mobility Reimbursement Program........ 588
Roadside Assistance Program................... 588
Courtesy Transportation............................. 592
Vehicle Data Collection and
Event Data Recorders............................ 594
Collision Damage Repair........................... 595Reporting Safety Defects............................ 599
Reporting Safety Defects to the
United States Government..................... 599
Reporting Safety Defects to the
Canadian Government............................ 599
Reporting Safety Defects to
General Motors...................................... 600
Service Publications Ordering
Information............................................. 600
Section 7 Customer Assistance Information
581

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important
to your dealer and to Chevrolet. Normally, any
concerns 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 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., contact theChevrolet Customer Assistance Center by calling
1-800-222-1020. In Canada, contact General
Motors of Canada Customer Communication
Centre by calling 1-800-263-3777 (English) or
1-800-263-7854 (French).
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 name and location.
Vehicle delivery date and present mileage
(kilometers).
When contacting Chevrolet, please remember
that your concern will likely be resolved at
a dealer’s facility. That is why we suggest you
follow Step One rst if you have a concern.
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STEP THREE — U.S. Owners:Both General
Motors and your dealer 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 1 and 2, 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.
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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 1 and 2,
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 about 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
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 your
Vehicle Identication Number (VIN).
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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 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.
585

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), Chevrolet has TTY equipment
available at its Customer Assistance Center.
Any TTY user in the U.S. can communicate with
Chevrolet by dialing: 1-800-833-CHEV (2438).
(TTY users in Canada can dial 1-800-263-3830.)
Customer Assistance Offices
Chevrolet encourages customers to call the
toll-free number for assistance. However, if a
customer wishes to write or e-mail Chevrolet,
the letter should be addressed to:
United States — Customer Assistance
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 33170
Detroit, MI 48232-5170
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-CHEV-USA
(243-8872)
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
586

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
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
587

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 Assistance Program
In the U.S., call1-800-CHEV-USA
(1-800-243-8872)
In Canada, call1-800-268-6800
Service available 24 hours a day, 365 days a year.
As the owner of a new Chevrolet vehicle, you are
automatically enrolled in the Chevrolet Roadside
Assistance program. This value-added service is
intended to provide you with peace of mind as you
drive in the city or travel the open road.
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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 U.S.
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.
Fuel Delivery:Delivery of enough fuel for the
customer to get to the nearest service station
(about $5 in the U.S. and 10 litres in
Canada). Service to provide diesel may be
restricted. For safety reasons, propane
and other alternative fuels will not be provided
through this service.
Lock-out Service: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
entry into your vehicle.If your vehicle will not start, Roadside
Assistance will arrange to have your vehicle
towed to the nearest authorized dealership.
In the U.S., replacement keys made at
the customer’s expense will be covered within
10 miles (16 km).
Emergency Tow From a Public Roadway
or Highway:Tow to the nearest dealership
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.
Flat Tire Change:If your vehicle has a spare
tire, installation of the 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.
Jump Start:No-start occurrences which
require a battery jump start will be covered
at no charge.
589

Additional Services for Canadian
Customers

Trip Routing Service:Upon Request,
Roadside Assistance 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.
Trip Interruption Benets and Assistance:
In the event of a warranty related vehicle
disablement, while en route and over
250 kilometres from original point of departure,
you may qualify for trip interruption expense
assistance. This assistance covers reasonable
reimbursement of up to a maximum of $500
(Canadian) for (A) meals (maximum of $50/
day), (B) lodging (maximum of $100/night)and (C) alternate ground transportation
(maximum of $40/day). This benet is to assist
you with some of the unplanned expense you
may incur while waiting for your vehicle to be
repaired.
Pre-authorization, original detailed receipts and
a copy of the repair order are required.
Once authorization has been given, your
advisor will help you make any necessary
arrangements and explain how to claim for trip
interruption expense assistance.
Alternative Service:There may be times,
when Roadside Assistance 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 Roadside
Assistance.
In many instances, mechanical failures are
covered under Chevrolet’s Bumper-to-Bumper
warranty, and the duration of the Base Warranty
Coverage for Canadian customers of the new
Vehicle Limited Warranty. However, any cost
for parts and labor for non-warranty repairs are
the responsibility of the driver.
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