PONTIAC BONNEVILLE 1996 Owners Manual

Maintenance Record
E PERFORMED I
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Section 8 Customer Assistance Information
Hire you will find out how to contact Pontiac if you
need assistance. This section also tells you how to obtain
service publications and how to'report
any safety , I.".
defects.
This section includes information on: .',_ , * .. _. , . I ,.1 .
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The Pontiac Cares Program
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
Pontiac Cares
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With the PONTIAC CARES program, you are never
more than a phone call away from having your concern
taken care of.
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The PONTIAC CARES philosophy and elements are Customer Satisfaction Procedure
designed to make you realize that Pontiac recognizes
you as a valuable customer, appreciates your purchase
decision,
and is dedicated to taking care of the most
important person
.. . YOU! PONTIAC CAKES is: A
valuable feature that comes with every Pontiac, a feature
that offers a multitude of benefits that can give you
safety, security, comfort and convenience.
What makes up Pontiac Cares?
A 3 year/36,000 mile Bumper to Bumper Warranty
0 Roadside Assistance
0 Courtesy Transportation
All of these elements combine to make your driviag
experience
an enjoyable one, and are discussed in
greater detail faher in your owner's manual. Pontiac is
focusing on the changing needs of our customers and
is committed in giving you an exceptional level of
customer care throughout the ownership experience.
Our
goal is to create total customer enthusiasm in our
product and our services, and make you the most
satisfied customer
in the world.
Your satisfaction and goodwill are important to your
dealer
and Pontiac. Nomdy, any concern you may
have
with your vehicle can be handled by your selling
or servicing dealer.
Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address any
issue which may arise. Pontiac has
empowered its dealers to make any decisions and repair
vehicles, and
they are eager to resolve your concern to
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pur complete satisfaction. If your concern has not been
resolved to your satisfaction, take the following steps:
STEP ONE -- Discuss youq 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 Pontiac Customer Assistance Center by
calling 1-800-PM-CARES.
In Canada, contact GM
of Canada Customer Assisiance 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:
In Mexico: (525) 625-3256
In herto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-751-4136 (Spanish)
0 In the Bahamas: 1-800-389-0009 ,
0 In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
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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
For prompt assistance, please have the following information available to give the Customer A,ssistance
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
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We encourage you to call us so we' can give your inquiry
prompt. attention., However, if you wish to write Pontiac,
write
to:
United States
Pontiac Division
'Customer Assistance Center One Pontiac Plaza
Pontiac,,
MI 48340-2952
Canada
General Motors of Canada Limited
Customer Assistance Center,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
Refer to your
Warranty and Owner Assistance
Idormation booklet for addresses of Canadian and
'GM Overseas offices.
When contacting Pontiac, please remember that ydur
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.
Lustorner Assistance for Text
Telephone
(TTY) Users
To assist customers who are deaf, hard of hearing, or
speech-impaired aid
who use Text Telephones (TTYs),
Pontiac has TTY equipment available at its Customer
Assistance Center.
Any TTY user can communicate with ii...::
Pontiac by dialing: 1-800-833-POW. (TTY users in i. ??:: t.
Canada cafl dial 1-800-263-3830.)
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Pontiac Roadside Assistance Program
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Security While You Travel
1 -8OO-ROADSDJ (1 -800-762-3743)
As the proud owner of a new Pontiac vehicle, you are
automatically
enrolled in the Pontiac 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. Pontiac's Roadside Assistance toll-free number
is
staffed by a team of technically trained advisors, who
are available
24 hours a day, 365 days a year.
We take anxiety out of
uncertain situations by providing
minor repair information over the phone or
making
arrangements to tow your vehicle to the nearest Pontiac
dealer.
We will provide the following services for
.
3 years/36,000 miles, at no expense to you:
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Vehicle out of fuel Keys locked in vehicle
Tow
to nearest dealership for warranty service
Change
a flat tire
Jump starts
'Courtesy Transportation
-- See Pontiac Courtesy
Transportation section
for details
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We have quick, easy access to telephone numbers of the
following additional services depending
on your needs:
Hotels
Glass replacement
Rental vehicle or taxis
Police, fire department or hospitals
In many instances, rnechanical.failures are covered
under Pontiac's comprehensive warranty. However, when other services are utilized, our advisors
will
explain any payment obligations you might incur.
For prompt and efficient assistance when calling, please
provide the following information
to give the advisor:
a Location of vehicle
Telephone number of your location'
Vehicle model, year and color
Mileage of vehicle
Vehicle identification number
Vehicle license plate number Pontiac .reserves the right
to limit services
or
reimbursement to an owner or driver when in Pontiac's
judgement
the claims become excessive in frequency or
type of occurrence.
While we hope that you never have the occasion to use
our service, it is added security while traveling for you
and your
family. Remember, we're only a phone call
away. Pontiac Roadside Assistance
-- 1-800-ROADSIDE
or 1-800-762-3743.
' - - "'an 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.
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Pontiac Courtesy Transportation
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Pontiac strives to give you a worry free ownership of
your vehicle, and we realize the inconvenience of being
without
a car. So Pontiac has come up with a way to
eliminate any frustrations you might have when trying
to get a ride to work,
or wondering how you will get
home. Well, your worries are over. Pontiac provides
no-cost transportation when you bring your
19% Pontiac in for warranty service.
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It applies to any repair covered under the
36 month/36,000 mile
(60 000 km) limited warranty,
and to any 1996 Pontiac requiring repair as a result of
product recall or special policy situations. For same day
service, you
are entitled to one-way shuttle service of up
to 10 miles (16 km). If the repairs require an overnight
stay for the car, you're entitled to either a Pontiac loaner
or reimbursement for a rental car, up to $3O/day, for up
to five days.
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, Pontiac
will reimburse you, up to $3O/day for any documented
transportation you receive.
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For warranty repairs during the Complete Vehicle .:;, ~ ...' 1
Coverage period in'the New Vehicle Limited Warranty;k'':- 1
interim transportation may be available under the
Courtesy Transportation Program. Please consult your
dealer for
details. The Roadside Assistance program is
available only in the United States or Canada.
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GM Participation, BB,&AUT()
LINE' Palternative .mpu$e
*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 participationin
this
PrOgrm.
Both Pontiac and your Pontkc dealer are cokunitted to
making sure you are completely satisfied with your new
vehicle. Our experience has
shown that, if a situation
arises where
you fe'el 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 Wmty. To assist in resolving these
disagreements, Pontiac voluntarily participates
in
BBB AUTO LINE.
Resolution Program*
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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,
yola may contact the BBB wing
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
Teleph'one: 1-800-955-5 100
To file a claim, yon 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. . , . . :. :,. .. ., ~$.
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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 Pontiac. 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 2-800-955-5100 or the Pontiac Customer
Assistance Center at
1-800-PM-CARES.
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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