CHEVROLET TRACKER 1996 Owners Manual

Maintenance Record
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GeGB Section 8 Customer Assistance Information
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Here you will find out how to contact Chevrolet/Geo if Customer Satisfaction Procedure
you need assistance. This section also tells you how to
obtain service publications and how to report any
safety defects.
This section includes information on:
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The Customer Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Roadside Assistance
Courtesy Transportation
BBB Auto Line -- Alternative Dispute
Resolution Program
Reporting Safety Defects
Service and Owner Publications
Your satisfaction and goodwill are important to your
dealer and Chevrolet/Geo. Normally, any concern
you
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may have with your vehicle can be handled by your
selling
or servicing dealer. Your dealer has the facility,
trained techcians, special tools and up-to-date
information to promptly address any issue which may
arise. Chevrolet/Geo has empowered its dealers to make
any decisions and repair vehicles,
and they are eager to
resolve your concern to your complete satisfaction.
If
your concern has not been resolved to your satisfaction,
take the following steps:
STEP ONE -- Discuss your concern with a
member
of dealer 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, contact the Chevrolet/Geo Customer Assistance
Center by calling 1-800-222- 1020. In Canada,
contact
GM of Canada Customer Assistance Center
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:
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In Mexico: (525) 625-3256
In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-751-4135
(English) or 1-800-751-4136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-’534-O 122
In all other Caribbean countries: 1-809-763- 13 15
In other overseas locations, call
GM North American
Export Sales in Canada at 1-905-644-4112
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For prompt assistance, please have the following information available to give the Customer
Assistance Representative:
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Your name, address, hqme 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/Geo, write to:
Chevrolet/Geo Customer Assistance Center
P.O. Box 7047
Troy, MI 48007-7047 Refer to your
Warranty and Owner Assistance
Information booklet for addresses of Canadian and
GM Overseas offices.
When contacting Chevrolet/Geo, please remember that
your concern will likely be resolved by the dealer, 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/Geo
has TTY equipment available at its
Customer Assistance Center. Any TTY user can
communicate with Chevrolet/Geo
by dialing:
1-800-833-CHEV. (TTY users in Canada can dial
1-800-263-3830.)
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Chevrolet/Geo Roadside Assistance
Program
To enhance Chevrolet/Geo's strong commitment to
customer satisfaction, Chevrolet/Geo
is excited to
announce
the establishment of the Chevrolet/Geo
Roadside Assistance Center.
As the owner of a 1996
Chevrolet/Geo, 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 Cure and Courtesy" Care:
0 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 (ie., wrecker
services, locksmith/key service, glass repair, etc.)
ROADSIDE Courtesy " Care PROVIDES:
Roadside Basic Care services (as outlined above)
Plus:
FREE Non-Warranty Towing (to the closest dealer
from a legal roadway)
a FREE Lochmith/Key Service (when keys are lost
on the road or locked inside)
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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/Geo 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
1996 Chevrolet/Geo 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 1996 and newer Chevrolet/Geo
vehicles for a period
of 36 months/36,000 miles. All
Courtesy Care services must be pre-arranged by
Chevrolet/Geo 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/Geo reserves the right to
modify or discontinue
Basic Care and Courtesy Care
at any time. For complete
program details, see your Chevrolet/Geo
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:
Vehicle Identification Number
License plate number
Vehicle color
Vehicle location
Telephone number where you can be reached
0 Vehicle mileage
Description of problem
Please refer to the Roadside Assistance brochure
inside your owner information portfolio for full
program details.
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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.
Courtesy Transportation
Chevrolet/Geo 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
1996 Chevrolet/Geo 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.
Up to $30 maximum daily vehicle rental allowance for
any overnight
warranty repair up to five days, OR
Up to $30 maximum daily cab, bus, or other
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/Geo dealer
service management. Claim amounts
should reflect
all actual costs.
Chevrolet/Geo Courtesy Transportation is not part of
the BUMPER-TO-BUMPER New Vehicle Limited
Warranty. Chevrolet/Geo reserves the right
to make
any changes or discontinue Courtesy Transportation
at
any time without notification.
0 For additional program details contact your
Chevrolet/Geo dealer.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.
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/Geo will reimburse up to $3O/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.
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GM Participation in BBB AUTO
LINE -- Alternative Dispute
Resolution Program*
*This program may not be available in all states,'
depending on state law. Canadian owners refer to your
Warranty and Owner Assistance Information booklet.
General Motors reserves
the right to change eligibility
limitations and/or to discontinue its participation in
this program.
Both Chevrolet/Geo and your Chevrolet/Geo 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/Geo voluntarily participates in
BBB AUTO LINE.
BBB AUTO LINE is an out-of-court program
administered by the Better Business Bureau system to
settle disputes between customers and automobile
manufacturers. 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
4200 Wilson Boulevard Suite
800
Arlington, VA 22203
Telephone:
1-800-955-5 100
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To file a claim, you will be asked to provide your name
and address, your Vehicle Identification Number
(VIN)
and a stxternent of the nature of your complaint.
Eligibility
is limited by vehicle age and mileage, and
other factors.
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
between you and Chevrolet/Geo. 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.
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 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:
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 1-800-955-5100 or the Chevrolet/Geo Customer
Assistance Center at 1-800-222- 1020.
NHTSA, U.S. Department of Transportation
Washington,
D.C. 20590
You can also obtain other information about motor
vehicle safety from the Hotline.
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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 K1G
3J2
REPORTING SAFETY DEFECTS
TO GENERAL MOTORS
In addition to notlfying 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/Geo
Customer Assistance Center
P.O. Box 7047
Troy, Michigan 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 Assistance Center
1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
Service, and Owner Publications
Service manuals, service bulletins, owner’s manuals and
other service literature
are available for purchase for all
current and
many past model General Motors vehicles.
Toll-free telephone numbers for ordering information:
United States
.~.. 1-800-551-4123
Canada
. . . . . 1-800-668-5539
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