CHEVROLET EXPRESS 1998 1.G Owners Manual

Downloaded from www.Manualslib.com manuals search engine Customer Satisfaction Procedure
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Chevrolet 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.
8-2

Downloaded from www.Manualslib.com manuals search engine 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 Chevrolet Customer Assistance
Center by calling 1-800-222-
1020. In Canada,
contact
GM of Canada Customer Communication
Centre in Oshawa by calling 1-800-263-3777
(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
In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
0 In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4135
In the Bahamas: 1-800-389-0009
(English)
or
1-800-75 1-4136 (Spanish)
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
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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Downloaded from www.Manualslib.com manuals search engine For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
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Your name, address, home and business
telephone numbers
Vehicle Identification Number (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
Nature
of concern
We encourage you to call
us so we can give your inquiry
prompt attention. However, if you wish to write
Chevrolet, address your inquiry
to:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 7047
Troy, MI 48007-7047
In Canada, write to: General Motors
of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
LlH 8P7 Refer
to your Warranty and Owner Assistance
Information booklet for addresses
of
GM Overseas offices.
When contacting Chevrolet, 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.
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 can communicate with
Chevrolet by dialing: 1-800-833-CHEV. (TTY users in
Canada can dial 1-800-263-3830.)
8-4

Downloaded from www.Manualslib.com manuals search engine Chevrolet Roadside
Assistance Program
To enhance Chevrolet’s strong commitment to customer
satisfaction, Chevrolet is excited
to announce the
establishment
of the Chevrolet Roadside Assistance
Center.
As the owner of a 1998 Chevrolet, membership
in Roadside Assistance is free. Roadside Assistance
is available
24 hours a day,
365 days a year, by calling 1-800-CHEV-USA
(1 -800-243-8872). This toll-free number will provide
you over-the-phone roadside assistance with minor
mechanical problems. If your problem cannot be
resolved over the phone, our advisors have access to
a
nationwide network of dealer recommended service
providers. Roadside membership is free, however some
services may incur costs.
Roadside offers two levels
of service to the customer,
Basic Care and Courtesy” Care:
Toll-free number, 1 -800-CHEV-USA
0 Free towing for warranty repairs
0 Basic over-the-phone technical advice
Available dealer services at reasonable costs (i.e,,
wrecker services, locksmithkey service, glass
repair, etc.)

Downloaded from www.Manualslib.com manuals search engine ROADSIDE Courtesy" Care PROVIDES:
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Roadside Basic Care services (as outlined previously)
Plus:
FREE Non-Warranty Towing
(to the closest dealer
from
a legal roadway)
FREE LocksmithKey Service (when keys are lost
on the road or locked inside)
FREE Flat Tire Service (spare installed on the road)
FREE Jump Start (at home or on the road)
FREE Fuel Delivery
($5 of fuel delivered on
the road) Chevrolet
offers Courtesy Transportation for customers
needing warranty service. Courtesy Transportation will
be offered
in conjunction with the coverage provided by
the Bumper
to Bumper New Vehicle Limited Warranty
to eligible purchasers of 1998 Chevrolet passenger car
and light duty trucks. (Please see your selling dealer
for details.)
Note:
Courtesy Care is available to retail and retail lease
customers operating
1998 and newer Chevrolet vehicles
for a period of
3 years/36,000 miles (60 000 km),
whichever occurs first. All
Courtesy Care services must
be pre-arranged by Chevrolet Roadside or dealer
Service Management.
Basic Care and Courtesy Care are not part of or
included in the coverage provided
by the New Vehicle
Limited Warranty. Chevrolet reserves the right to
modify or discontinue
Basic Care and Courtesy Care
at any time.
8-6

Downloaded from www.Manualslib.com manuals search engine For complete program details, see your Chevrolet dealer
to obtain a Roadside Assistance Center brochure.
The Roadside Assistance Center uses companies that
will provide you
with quality and priority service. When
roadside services are required, our advisors will explain
any payment obligations that may be incurred for
utilizing outside services.
For prompt assistance when calling, please have the
following available to give to the advisor:
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Vehicle Identification Number (VIN)
License plate number
Vehicle color
Vehicle location
Telephone number where you can be reached
Vehicle mileage
Description
of problem Please refer
to the Roadside
Assistance brochure
inside your owner information portfolio for full
program details.
Canadian Roadside Assistance
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.

Downloaded from www.Manualslib.com manuals search engine Courtesy Transportation
Chevrolet offers Courtesy Transportation for customers
needing warranty service. Courtesy Transportation will
be offered
in conjunction with the coverage provided by
the Bumper to Bumper New Vehicle Limited Warranty
to retail purchasers
of 1998 Chevrolet passenger cars
and light duty trucks (please see your selling dealer
for details).
Courtesy Transportation includes:
One way shuttle ride for any warranty repair
completed during the same day.
0 Up to $30 maximum daily vehicle rental allowance
Up to $30 maximum daily cab, bus or other
for any overnight warranty repair up
to five days, OR
transportation allowance
in lieu of rental for any
overnight warranty repair up
to five days, OR
Up to $10 daily fuel allowance for rides provided by
another person (i.e., friend, neighbor,
etc.) in lieu of
rental for any overnight warranty repair up to five days.
Note: All Courtesy Transportation arrangements
will be administered by your Chevrolet dealer
service management. Claim amounts should
reflect all actual costs.
0 Chevrolet Courtesy Transportation is not part of the
Bumper to Bumper New Vehicle Limited Warranty.
Chevrolet reserves the right to make any changes or
discontinue Courtesy Transportation at any time
without notification.
Chevrolet dealer.
0 For additional program details, contact your
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, Chevrolet
will reimburse up to $30/day for documented
transportation
you receive.
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 Roadside Assistance program is
available only in
the United States and Canada.
In Canada, please consult your GM dealer for
information
on Courtesy Transportation.

Downloaded from www.Manualslib.com manuals search engine GM Participation in an Alternative
Dispute Resolution Program
This program is available in all 50 states and the District
of Columbia. Canadian owners refer to your Warranty
and Owner Assistance Information booklet for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP). General Motors reserves the right to
change eligibility limitations and/or to discontinue its
participation in this program.
Both Chevrolet and your Chevrolet 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, Chevrolet voluntarily participates in
BBB AUTO LINE. BBB AUTO
LINE is
an 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 own or lease a
GM vehicle.
If
you are not satisfied after following the Customer
Satisfaction Procedure, you may contact the BBB using
the toll-free telephone number, or write them at the
following address:
BBB AUTO LINE
Council
of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203- 1804
Telephone:
1-800-955-5100
To file a claim, you will be asked to provide your name
and address, your Vehicle Identification Number (VIN)
and a statement of the nature
of your complaint.
Eligibility is limited by vehicle age and mileage, and
other factors.
8-9

Downloaded from www.Manualslib.com manuals search engine We prefer you utilize the Customer Satisfaction
Procedure before
you resort to AUTO LINE, but you
may contact the BBB at any 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 arbitrator.
The arbitrator 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 may require you
to use this program
before filing
a claim with a state-run arbitration program
or in the courts. For further information, contact the
BBB at 1-800-955-5
100 or the Chevrolet Customer
Assistance Center at
1-800-222- 1020.
Warranty Information
Your vehicle comes with a separate warranty booklet
that contains detailed warranty information.
REPORTING SAFETY DE€ :CTS
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 Traffic
Safety Administration (NHTSA), in addition to
notifying General Motors.
If NHTSA receives similar complaints, it may open an
investigation, 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 between 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.
8-10

Downloaded from www.Manualslib.com manuals search engine REPORTING SAFETY DEFECTS TO
THE CANADIAN GOVERNMENT
If you live in Canada, and you believe that your vehicle
has a safety defect, you should immediately notify
Transport Canada,
in addition to notifying General
Motors of Canada Limited.
You may write to:
Transport Canada
Box 8880
Ottawa, Ontario KlG 352
REPORTING SAFETY DEFECTS
TO GENERAL MOTORS
In addition to notifying NHTSA (or Transport Canada)
in a situation like this, we certainly hope you’ll notify
us. Please
call us at 1-800-222-1020 or write:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O.
Box 7047
Troy,
MI 48007-7047 In
Canada, please call
us at 1-800-263-3777 (English)
or 1-800-263-7854 (French). Or, write:
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L 1H 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, owner’s manuals and other service
literature are available for purchase for all current and
past model General Motors vehicles.
The toll-free telephone number for ordering information
in Canada is 1-800-668-5539.