phone SATURN AURA 2008 User Guide

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-4
Customer Assistance for Text
Telephone (TTY) Users................................7-5
Customer Assistance Offices............................7-6
GM Mobility Reimbursement Program................7-6
Roadside Assistance Program..........................7-7
Scheduling Service Appointments.....................7-9
Courtesy Transportation.................................7-10
Collision Damage Repair................................7-11Reporting Safety Defects................................7-14
Reporting Safety Defects to the
United States Government..........................7-14
Reporting Safety Defects to the
Canadian Government................................7-15
Reporting Safety Defects to Saturn..................7-15
Service Publications Ordering Information.........7-15
Vehicle Data Recording and Privacy................7-16
Event Data Recorders...................................7-17
OnStar
®......................................................7-18
Navigation System........................................7-18
Radio Frequency Identication (RFID)..............7-18
Section 7 Customer Assistance Information
7-1
ProCarManuals.com

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
retailer and to Saturn. Together we are committed to
providing our customers with unparalleled service,
before, during, and after the purchase of a Saturn vehicle,
for total customer satisfaction. We call this the Saturn
Difference. Normally, any concerns with the sales
transaction or the operation of your vehicle are resolved
by your retailer’s sales or service departments. If, for any
reason, your ownership experience falls below your
expectations, we suggest you take the following action:
STEP ONE:Contact the Retail Customer Assistance
Liaison. Any member of the retail management team has
the authority and the desire to resolve your concerns.
Normally, concerns can be quickly resolved at this level.
STEP TWO:Should you need additional assistance,
in the U.S., contact the Saturn Customer Assistance
Center by calling 1-800-553-6000. In Canada,contact the Saturn Customer Communication Centre
at 1-800-263-1999. A Saturn Customer Assistance
Center team member will handle your call and assist
in providing product and warranty information, the
nearest retailer location, roadside assistance, brochures,
literature and discuss any concerns you may have.
We encourage you to call the toll-free number in
order to give your inquiry prompt attention. Please
have the following information available to give
the Customer Assistance Representative:
Vehicle Identication Number (VIN). This 17-digit
number can be found on the vehicle registration
or title, on the upper driver side corner of the
dash, or on your roadside assistance key card.
The name of your selling and servicing retail facility.
Vehicle delivery date and present mileage.
Your daytime and evening phone numbers.
When contacting Saturn, please remember that your
concern will likely be resolved at a retailer’s facility.
That is why we suggest you follow Step One rst if
you have a concern.
7-2
ProCarManuals.com

STEP THREE (U.S. Owners):Both Saturn and its
retailers are committed to making sure you are
completely satised with your Saturn vehicle. However,
if you continue to remain unsatised after following
the procedure outlined in Steps One and Two,
Saturn and its retailers offer the additional assistance
of a neutral party through our voluntary participation
in a mediation/arbitration program called Better
Business Bureau (BBB) Auto Line.
The BBB Auto Line Program is an out-of-court
program administered by the Council of Better
Business Bureaus to settle automotive disputes
regarding vehicle repairs or the interpretation of
the New Vehicle Limited Warranty. This program
is available at no cost to you, our customer.
Although you may be required to resort to this informal
dispute resolution program prior to ling a court
action, use of the program is free of charge and
your case is generally heard within 40 days. If you
do not agree with the decision given in your case,
you can reject it and proceed with any other venue
for relief available to you.Contact the BBB Auto Line Program by using the
toll-free telephone number or by writing them at
the following address:
BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
Telephone: 1-800-955-5100
This program is available in all 50 states and the
District of Columbia. Eligibility is limited by vehicle
age, mileage and other factors. Saturn Corporation
reserves the right to change eligibility limitations
and/or discontinue its participation in this program.
STEP THREE (Canadian Owners):
General Motors Participation in the
Mediation/Arbitration Program
In the event that you do not feel your concerns have
been addressed after following the procedure outlined
in Steps 1 and 2, General Motors of Canada Limited
has committed to binding arbitration of owner disputes
involving factory-related vehicle service claims. The
program provides for the review of the facts involved
by an impartial third party arbiter, and may include
an informal hearing before the arbiter.
7-3
ProCarManuals.com

The program is designed so that the entire dispute
settlement process, from the time you le your
complaint to the nal decision, should be completed
in approximately 70 days. We believe our impartial
program offers advantages over courts in most
jurisdictions because it is informal, quick, and
free of charge.
For further information concerning eligibility in the
Canadian Motor Vehicle Arbitration Plan (CAMVAP),
call toll-free 1-800-207-0685. Alternatively, you may
call the Saturn Customer Communication Centre,
1-800-263-1999, or you may write to:
Mediation/Arbitration Program
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Telephone: 1-800-955-5100
Your inquiry should be accompanied by your
Vehicle Identication Number (VIN).Online Owner Center
(United States only)
The Owner Center is a resource for your Saturn
ownership needs. Specic vehicle information
can be found in one place.
The Online Owner Center allows you to:
Get e-mail service reminders.
Access information about your specic vehicle,
including tips and videos and an electronic
version of this owner manual.
Keep track of your vehicle’s service history and
maintenance schedule.
Find Saturn retailers for service nationwide.
Receive special promotions and privileges only
available to members.
Refer to www.saturn.com on the web for updated
information and to register your vehicle.
7-4
ProCarManuals.com

My GM Canada (Canada only)
My GM Canada is a password-protected section of
gmcanada.com where you can save information on
GM vehicles, get personalized offers, and use handy
tools and forms with greater ease.
Here are a few of the valuable tools and services you
will have access to:
My Showroom: Find and save information on
vehicles and current offers in your area.
My Dealers/Retailers: Save details such as
address and phone number for each of your
preferred GM Dealers or Retailers.
My Driveway: Receive service reminders and
helpful advice on owning and maintaining
your vehicle.
My Preferences: Manage your prole, subscribe to
E-News and use tools and forms with greater ease.
To sign up to My GM Canada, visit the My GM Canada
section within www.gmcanada.com.
Customer Assistance for Text
Telephone (TTY) Users
To assist owners who have hearing difficulties,
Saturn has installed special TDD (Telecommunication
Devices for the Deaf) equipment in its Saturn Customer
Assistance Center.
Any hearing- or speech-impaired customer who
has access to a TDD or to a conventional Text
Telephone (TTY) can communicate with Saturn by
dialing 1-800-TDD-6000. TTY users in Canada may
dial 1-800-263-3830.
7-5
ProCarManuals.com

Customer Assistance Offices
Saturn encourages customers to call the toll-free
number for assistance. If a customer wishes to
write to Saturn, the letter should be addressed to:
Saturn Customer Assistance Center
100 Saturn Parkway
Mail Code 371-999-S24
Spring Hill, TN 37174-1500
1-800-553-6000
1-800-833-6000 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-553-6000
In Canada, write to:
Saturn Customer Communication Centre
General Motors of Canada Ltd.
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-800-263-1999
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-268-6800
GM Mobility Reimbursement
Program
This program, available to qualied applicants, can
reimburse you up to $1,000 toward eligible aftermarket
driver or passenger adaptive equipment you may
require for your vehicle such as hand controls,
wheelchair/scooter lifts, etc.
The offer is available for a limited period of time from
the date of vehicle purchase/lease.
For more details, or to determine your vehicle’s
eligibility, visit your Saturn retailer or call the Saturn
Customer Assistance Center at 1-800-553-6000.
Text telephone (TTY) users, call 1-800-833-6000.
In Canada, customers may call the Saturn Customer
Communication Centre at 1-800-263-1999.
TTY users in Canada may call 1-800-263-3830.
7-6
ProCarManuals.com

Roadside Assistance Program
For vehicles purchased in the U.S., call1-800-553-6000;
(Text Telephone (TTY): 1-800-889-2438).
For vehicles purchased in Canada, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
As the owner of a new Saturn vehicle, you are
automatically enrolled in the Saturn Roadside
Assistance Program.
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. In Canada,
a person driving this vehicle without the consent
of the owner is not eligible for coverage.
Services Provided
The following services are provided in the U.S. and
Canada up to 5 years/100,000 miles (160 000 km),
whichever comes rst, and, in Canada only,
up to a maximum of $100.
Fuel Delivery:Delivery of enough fuel for the
vehicle to get to the nearest service station
(approximately $5 Canada). In Canada, service
to provide diesel may be restricted. For safety
reasons, propane and other alternative fuels
are not provided through this service.
Lock-out Service:Lock-out service is covered
at no charge if you are unable to gain entry into
your vehicle. A remote unlock may be available
if you have an active OnStar
®subscription.
To ensure security, the driver must present personal
identication before lock-out service is provided.
In Canada, the vehicle registration is also required.
Emergency Tow From a Public Roadway
or Highway:Tow to the nearest Saturn retailer for
warranty service or in the event of a vehicle-disabling
crash. Winch-out assistance is provided when the
vehicle is mired in sand, mud, or snow.
Flat Tire Change:Installation of a spare tire in
good condition, when equipped and properly
inated, is covered at no charge. The customer
is responsible for the repair or replacement of
the tire if not covered by a warrantable failure.
Jump Start:A battery jump start is covered at no
charge if the vehicle does not start.
7-7
ProCarManuals.com

Calling for Assistance
For prompt and efficient assistance when calling,
please provide the following to the Roadside
Assistance Representatives:
Your name, home address, and home
telephone number
Telephone number of your location
Location of the vehicle
Model, year, color, and license plate number
of the vehicle
Odometer reading, Vehicle Identication
Number (VIN) and delivery date of the vehicle
Description of the problem
Towing and Road Service Exclusions
Specically excluded from Roadside Assistance
coverage are towing or services for vehicles operated
on a non-public roadway or highway, nes, impound
towing caused by a violation of local, Municipal,
State, Provincial or Federal law, and mounting,
dismounting or changing of snow tires, chains, or
other traction devices.Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Saturn and General Motors of Canada Limited reserve
the right to make any changes or discontinue the
Roadside Assistance program at any time without
notication.
Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer/retailer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer/retailer can help minimize your inconvenience.
If your vehicle cannot be scheduled into the service
department immediately, keep driving it until it can be
scheduled for service, unless, of course, the problem is
safety-related. If it is, please call your dealership/retailer,
let them know this, and ask for instructions.
If the dealer/retailer requests that you simply drop the
vehicle off for service, you are urged to do so as early in
the work day as possible to allow for the same day repair.
7-9
ProCarManuals.com

Give only the necessary and requested information
to police and other parties involved in the crash.
Do not discuss your personal condition, mental
frame of mind, or anything unrelated to the crash.
This will help guard against post-crash legal action.
If you need roadside assistance, call GM Roadside
Assistance. SeeRoadside Assistance Program
on page 7-7for more information.
If your vehicle cannot be driven, know where the
towing service will be taking it. Get a card from
the tow truck operator or write down the driver’s
name, the service’s name, and the phone number.
Remove any valuables from your vehicle before
it is towed away. Make sure this includes your
insurance information and registration if you keep
these items in your vehicle.
Gather the important information you will need
from the other driver. Things like name, address,
phone number, driver’s license number, vehicle
license plate, vehicle make, model and model year,
Vehicle Identication Number (VIN), insurance
company and policy number, and a general
description of the damage to the other vehicle.
If possible, call your insurance company from the
scene of the crash. They will walk you through
the information they will need. If they ask for a
police report, phone or go to the police department
headquarters the next day and you can get a copy of
the report for a nominal fee. In some states/provinces
with “no fault” insurance laws, a report may not be
necessary. This is especially true if there are no
injuries and both vehicles are driveable.
Choose a reputable collision repair facility for your
vehicle. Whether you select a dealer/retailer or a
private collision repair facility to x the damage,
make sure you are comfortable with them.
Remember, you will have to feel comfortable
with their work for a long time.
Once you have an estimate, read it carefully and
make sure you understand what work will be
performed on your vehicle. If you have a question,
ask for an explanation. Reputable shops welcome
this opportunity.
7-13
ProCarManuals.com

OnStar®
If your vehicle has OnStar and you subscribe to
the OnStar services, please refer to the OnStar
Terms and Conditions for information on data
collection and use. See alsoOnStar
®System
on page 2-35in this manual for more information.
Navigation System
If your vehicle has a navigation system, use of
the system may result in the storage of destinations,
addresses, telephone numbers, and other trip
information. Refer to the navigation system
operating manual for information on stored data
and for deletion instructions.
Radio Frequency
Identication (RFID)
RFID technology is used in some vehicles for functions
such as tire pressure monitoring and ignition system
security, as well as in connection with conveniences
such as key fobs for remote door locking/unlocking and
starting, and in-vehicle transmitters for garage door
openers. RFID technology in Saturn vehicles does not
use or record personal information or link with any other
Saturn system containing personal information.
7-18
ProCarManuals.com