PONTIAC PONTIAC 1995 Owners Manual

Maintenance Record
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Maintenance Record
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7 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: The 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 wi.th 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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For prompt assistance, please have the following
information available to give the Customer Assistance
Representative:
0 Your name, address, home and business telephone
numbers
0 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.)
I
0 Dealership name and location
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 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
LlH 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. my not be available in all states, depmhg
on state law. Canadian owners refer to your Warranty and
Owner Assistance Momtion 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
unsuccessfid,
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 K1G 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 no^
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
LlH 8P7
Pontiac Roadside Assistance Program
Security While You Trave1
1-800-ROADSIDE 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.
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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.
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
1-800-55
1-4 123
Canada 1-800-668-5539
Service Manuals
Service manuals contain diagnostic and repair
information for all chassis and body systems. They may
be useful for owners who wish to gain 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.
Service Bulletins
Service bulletins covering various subjects are regularly
sent
to all General Motors dealerships. 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 of new or unexpected conditions, and others
may help avoid future costly repairs. Service bulletins
are meant for qualified technicians. In some cases they
refer to specialized tools, equipment and safety
procedures necessary to service the vehicle. 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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