PONTIAC FIREBIRD 1995 Owners Manual

Maintenance Record
ODOMETER
DATE READING SERVICED BY MAINTENANCE PERFORMED
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Section 8 Customer Assistance Information
Here 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
defects.
This section includes information on: Customer Satisfaction Procedure, Customer Assistance for Hearing
or Speech Impaired,
BBB Auto Line - Alternative
Dispute Resolution Program, Reporting Safety Defects,
Roadside Assistance, and Service Publications.
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
dealer and Pontiac. 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 the Pontiac Customer Assistance Center by
calling 1-800-PM CARES. In Canada, contact
GM of
Canada Customer Assistance Center in Oshawa by
calling 1-800-263-3777 (English) or 1-800-263-7854 (French).
In Mexico, call (525) 254-3777. In Puerto Rico, call
1-800-496-9992 (English) or 1-800-496-9993
(Spanish). In the
U.S. Virgin Islands, call
1-800-496-9994. In other overseas locations, contact
GM North American Export Sales in Canada by calling
1-905-644-4112.
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Your name, address, .home and business telephone
numbers
Vehicle Identification Number (This is available
fraa the vehicle registration or title, or the plate at
the left top of the instrument panel and visible
through the windshield.)
Dealership name and location
Vehicle delivery date and present mileage
Nature of concern
We ebcourage you to call the toll-free number listed
previously in order to 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 Centre 163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
Refer to your Warranty and Owner Assistance
Information booklet for addresses of Canadian and
GM
Overseas offices.
When contacting Pontiac, please remember that your
concern will likely be resolved in the dealership, using
the dealership’s facilities, 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,
Pontiac 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 Pontiac by
dialing: 1-800-TDD-PONT. (TDD users in Canada can dial 1-800-263-3830.)
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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 Pontiac and your Pontiac 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 Pontiac 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
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.
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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 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 1-800-955-5100 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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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 3J2.
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-PM CARES, or write:
Pontiac Division
Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340-2950
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
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Pontiac Roadside Assistance Program
Security While You Travel
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:
Vehicle out of fuel
Keys locked in vehicle
Tow to nearest dealer for warranty
1-800-ROADSIDE 1-800-762-3743
a
a
a
Change a flat tire
Jump starts Courtesy Transportation. For warranty repairs during
the Bumper-to-Bumper coverage period, interim
transportation may be available under the Pontiac
Courtesy Transportation Program. Please consult
your dealer for details.
In Canada, please consult
your GM dealer for information on Courtesy
Transportation.
We have quick, easy access to telephone numbers of the
following services depending on your needs:
Hotel
Glass replacement
Rental vehicles or taxis
Police, fire department or hospitals
In many instances, mechanical failures are covered
under Pontiac’s comprehensive warranty. However, when other outside services
are utilized, our advisors
will explain any payment obligations you might incur.
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For prompt and efficient assistance when calling, please
provide the following information to the advisor:
Location of vehicle
Telephone number of your location b1 ,{ - .., . , 8. ,.I ..
2. -,
0 Vehicle model, year, and color
0 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 obsessive in frequency or
type
of occurrence.
While we hope that you never have the occasion to use
our service, it is added security while travelling for you
and your
family. Remember, we’re only a phone call
away. Pontiac Roadside Assistance--
1-800-ROADSIDE
or 1-800-762-3743.
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
1-800-248-6800 for emergency services.
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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Service Manuals
Service manuals contain diagnosis and repair
information for all chassis and body systems. They may
be useful for owners who wish to get a greater
understanding of their vehicle. They are
also useful for
owners with the appropriate
skill level or training who
wish to perform “do-it-yourself” service. These are
authentic General Motors service manuals meant for
professional, qualified technicians. In some cases they
refer to specialized tools, equipment and safety
procedures necessary to service the vehicle.
Service Bulletins
Service bulletins covering various subjects are regularly
sent
to all General Motors dealershipshetail facilities.
GM monitors product performance in the field. When
service methods are found which promote better service
on
GM vehicles, bulletins are created to help the
technician perform better service. Service bulletins may
involve any number
of vehicles. Some will describe
inexpensive service, others
will describe expensive
service. Some will advise new or unexpected conditions,
and others may help avoid future costly repairs. An
important reminder
-- service bulletins are meant for
qualified technicians. Since these bulletins are issued
throughout the model year and beyond, an index is
required and published quarterly to help identify specific
bulletins. Subscriptions are available. You can order an
index at the toll-free numbers listed previously, or ask a
GM dealerhetailer to see an index or individual bulletin.
Owner Publications
Owner’s manuals, warranty folders and various owner
assistance booklets provide owners with general
operation and maintenance information.
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