GMC SIERRA 1994 Owners Manual

Customer Assistance Information
Section
Here you will find out how to contact GMC Truck if you need assistance.
This section also tells you how to obtain service publications and
how to
report any safety defects.
Customer Satisfaction Procedure
. . . . . . . . . . . . . . . . . , . . . . . . . . . . . . . 8-2
Customer Assistance for the Hearing or Speech Impaired (TDD)
. . . , . 8-3
GM Participation in BBB AUTO LINE - Alternative Dispute Resolution
Program
................................................ 8-3
Reporting Safety Defects To the United States Government
. . . . . . . . . . 8-4
Reporting Safety Defects
To the Canadian Government . . . . . . . . . . . . . 8-5
Reporting Safety Defects
To General Motors . . . . . . . . . . . . . . . . . . . . . 8-5
Roadside Assistance
. . . . . . . . . , . . . . , . , . . . . . . . . . . . . . . . . . . . . . . . . 8-6
Courtesy Transportation
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-6
Service Publications
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-7
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Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and GMC
Truck. Normally, any concern
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, contact your GMC Truck Consumer Relations Manager by calling
I -800-GMC-TRUCK ( 1 -8OO-462-8782, Customer Assistance prompt.) In
Canada, contact GM of Canada Customer Assistance Center in Oshawa bl
calling 1-800-263-3777 (English) or 1-800-263-7854 (French).
In Mexico, call (525) 254-3777. In Puerto Rico or U.S. Virgin Islands, cal
1-809-763-1315. In all other overseas locations, contact GM North
American Export Sales in Canada by calling
1-905-644-41 12.
For prompt assistance, please have the following information available to
give the Customer Assistance Manager:
0 Your name, address, home and business telephone number
0 Vehicle Identification Number (This is available from the vehicle
registration or title, or the plate at the left top
of the instrument panel
r
I
and visible through the windshield.)
Dealership name and location
0 Vehicle delivery date and present mileage
Nature of concern
We encourage
you to call the toll free number listed previously in order to
give your inquiry prompt attention. However, if you wish to write GMC
Truck, write to:
GMC Truck Customer Assistance
31
E. Judson Street 1607-04
Pontiac, MI 48342-2230
Refer to your Warranty and Owner Information booklet for addresses
of
Canadian and GM overseas offices.
When contacting
GMC Truck, please remember that your concern will
likely be resolved
in the dealership, using the dealership’s facilities,
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equipment and personnel. That is why we suggest you follow Step One first
if
you have a concern,
Customer Assistance for the Hearing or
Speech Impaired
(TDD)
To assist customers who have hearing difficulties, GMC Truck has installed
special TDD (Telecommunication Devices for
the Deaf) equipment at its
Customer Assistance Center. Any hearing or speech impaired customer who
has access to a TDD or a conventional teletypewriter (TTY) can
communicate
with GMC Truck by dialing: In the United States,
1-800-GMC-TKTD (1-800-462-8583). (TDD users
in Canada can dial
1-800-263-3830.)
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 GMC Truck and your GMC Truck dealer are committed to making
sure
you are completely satisfied with your new vehicle. Our experience has
shown 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 GMC Truck 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 statement 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 by serving as an intermediary between you
and GMC Truck. 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 forty 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 GMC Truck
Customer Assistance Center at 1-800-GMC-TRUCK
(I -800-442-8782).
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:
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
K1 G 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
I-800-GMC-TRUCK (1-800-462-8782)
, or write:
GMC Truck Consumer Relations
3 1 E. Judson Street 1607-04
Pontiac,
MI 48342-2230
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
LlH 8P7
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Roadside Assistance
GMC Truck’s Roadside Assistance provides stranded owners with
over-the-phone roadside repairs or towing service for disabled vehicles.
This service combines the efforts of technically trained telephone
representatives with a network
of GMC Truck’s dealer services.
Just dial GMC Truck Roadside Assistance at 1-800-GMC TRUCK
(1-800-462-8782, Roadside Assistance prompt) to reach a qualified
representative who can assist you
in repair or arrange a tow. Other
recommended services can also be arranged for situations such as retrieving
locked-in keys, changing a tire, or delivering gasoline, at
a charge to the
owner. We also provide dealer information at no charge such as location
of
the nearest GMC Truck dealer and their hours of operation.
Roadside Assistance is available 24 hours a day, seven days a week,
365
days a year, including weekends and holidays. Should you have any
questions about roadside assistance, call the GMC Truck Roadside
Assistance Center or contact your dealer.
Courtesy Transportation
The GMC Truck Commitment Plus Program offers courtesy
transportation for customers when obtaining warranty service. The
Courtesy Transportation Program is available to retail purchasers
of
Commitment Plus eligible 1994 GMC light duty trucks. This program
is offered in conjunction with the
36 month/36,000 mile BUMPER TO
BUMPER New Vehicle Limited Warranty.
0 In Canada, please consult your GM Dealer for information on
courtesy transportation.
COURTESY TRANSPORTATION INCLUDES
0 One way SHUTTLE RIDE from the dealership (up to 10 miles) for
same-day warranty repairs.
0 A loaner vehicle will be made available for overnight warranty repairs
up
to a 5 day maximum, or a $30 allowance for a rental vehicle, cab,
bus or other transportation in lieu
of a loaner. (Bringing vehicles in late
in the day, for service on the next day,
does not constitute overnight
repairs
.)
0 GAS allowance of $10 a day for rides provided by another person (i.e.,
friend, neighbor, etc.)
in lieu of rental for overnight warranty repair up
to 5 day maximum.
Note: All Courtesy Transportation arrangements will be administered
by
your GMC Truck dealership service management. All requests
should reflect actual costs up to and not to exceed the maxim\
um
allowable dollar limits.
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0 The Commitment Plus Courtesy Transportation Program is not part of
the BUMPER
TO BUMPER Limited Warranty. GMC Truck reserves
the right to make any changes or discontinue the Courtesy
Transportation Program at any time without notification.
For additional program details contact your GMC Truck dealer.
Note: Because of insurance liability considerations, age restrict.ions
exist in some states when loaning dealer owned vehicles or obt\
aining
vehicles
from rental establishments. See your dealer for details.
Service Publications
Information on how to obtain Product Service Publications (PSP’s),
Subscriptions, Indexes and Summaries as described below is applicable only
in the fifty U.S. States (and the District of Columbia) and only for light
trucks with GVWR less than
10,000 pounds (4536 kg).
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 Dr.
Oshawa, Ontario L1H
8P7
GMC Truck regularly sends its dealers useful service bulletins about GMC
Truck products. GMC Truck 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 use and care of
your vehicle. Some describe costly repairs. Others describe inexpensive
repairs which, if done on time with the latest parts, may avoid future costly
repairs. 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 cars or
trucks. Your GMC Truck dealer or a qualified technician may have to
determine if a specific bulletin applies to your vehicle.
Individual PSP’s
If you don’t want to buy all the PSP’s issued by GMC Truck for all models
in the model year, you can buy individual PSP’s, such as those which may
pertain to a particular model. To do this,
you will first need to see our index
of PSP’s. 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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What You’// Find in the Index;
A list of all PSP’s published by GMC Truck in a model year. PSP’s
covering all models of GMC light trucks are listed in the same index.
Ordering information so you can buy the specific PSP’s you may want.
Price information for the PSP’s you may want to buy.
How You Can Get an Index:
Indexes are published periodically. Most of the PSP’s which could
potentially apply to the most recent GMC Truck models will be listed
in the
most recent 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 PSP’s pertaining to a current model year car or truck.
Some
PSP’s pertaining to a particular model year vehicle may be published in
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 issue. Check the ordering form
for indexes for earlier model years.
Cut out the ordering form,
fill it out, and mail it in. We will then see to it
that an index is mailed to you. There is no charge for indexes for the
1939-1 994 model years.
Toll-Free Telephone Number
If you want an additional ordering form for an index or a subscription, 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
1-800-551-4123.
Copies at Participating Dealers
Copies of Indexes and individual PSP’s are at your participating GMC
Truck dealer.
You can ask to see them.
A Very lmportant Reminder
These PSP’s are meant for technicians. They are not meant for the
“do-it-yourselfer”. Technicians have the equipment, tools, safety
instructions, and know-how
to do a job quickly and safely.
GMC Truck reserves
the right to change these procedures without notice
after November, 1992.
GMC Truck Service Publications
You can get these Product Service Publications by using the order form. You
can also get Service Manuals and Owner Publications.
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Notes
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1994 SERVICE PUBLICATIONS
ORDERING INFORMATION
You can get manuals that tell how to operate and service your vehicle.
To order them, fill out the order form on the next page and send it to
the address below.
GMC Truck Service Publications
Post Office Box 436006
Pontiac, MI 48343
If you have questions or would like to order using your credit card, call
us TOLL FREE at 1-800-627-5699.
From outside the Continental United States, please call 1-31 3-455-8016
GLOVE BOX LITERATURE FOR YOUR SIERRA
Manual Form Number Price
Owner’s Manual X-9404 $1 0.00
Warranty Manual X-941 7 $ 3.00
Vehicle Storage Manual x-01
01 -
You can also order the Glove Box Literature in a vinyl portfolio which
includes all
of these publications. Ask for form number 15958964-it
costs $1
5.00.
SERVICE MANUALS FOR ALL LIGHT DUTY TRUCKS
Model Kit Number Price*
1994 C/K Models NATP-9431 K $1 20.00
1994 G Van NATP-9457K $1 20.00
1994 P3 & P/G Models NATP-9432K $1 20.00
1994 Safari NATP-9430K $1 20.00
1994 Sm Models NATP-9429K $1 20.00
Includes: Service Manual, Unit Repair Manual, Driveability, Emissions,
and Electrical Diagnosis Manual.
PRODUm SERVICE PUBLICATIONS
Form Number
PSP I 91
PSP
I 92
PSP
I 93
Description
1991 Model Year Index
1992 Model Year Index
1993 Model Year Index
For 1994 Call 1-800-782-4356
1994 Model Year Index
1994 Model Year Product Service
Publication Subscription
Above Subscription With Binder
Binder Only PSP
I 94
PSP 94
PSP 948
PSP
B
Price
Free
Free
Free
Free
TBD
TBD TBD
Prices subject to change without notice.
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