BUICK CENTURY 1997 Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact Buick if you need assistance. This section also tells you how to obtain service
publications and
how to report any safety defects.
8-2
8-4
8-5
8-7
8-8 Customer
Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Roadside Assistance
GM Participation in an Alternative Dispute
Resolution Program
Warranty Information 8-8 8-9
8-9
8-9 Reporting Safety Defects
to the United
States Government
Reporting Safety Defects
to the
Canadian Government
Reporting Safety Defects to General Motors
Ordering Service and Owner Publications
in Canada
ProCarManuals.com

Customer Satisfaction Procedure Buick dealers have the facilities, trained technicians and
up-to-date information to promptly address any
concerns
you may have. However, if a concern has not
been resolved to your complete satisfaction, take the
following steps:
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.
8-2
ProCarManuals.com

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 Buick Customer Relations Center
by calling
1-800-521 -7300. In Canada, contact
GM of Canada
Customer Communication Centre
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 Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
0 In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-41 35
(English)
or 1-800-751-4136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM International
Product Center
in Canada at: (905) 644-41 12.
8-3
ProCarManuals.com

For prompt assistance, please have the following
information available
to give the Customer
Assistance Representative:
Your name, address, home and business
telephone numbers
e 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
e Vehicle delivery date and present mileage
e Nature of concern
We encourage you to call us
so we can give your inquiry
prompt attention. However, if you wish
to write
Buick, address your inquiry
to:
Buick Motor Division Customer Relations Center
902
E. Hamilton Avenue
Flint,
MI 48550
In Canada, write to:
General Motors
of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7 Refer
to your Warranty and Owner Assistance
Information booklet for addresses
of GM
Overseas offices.
When contacting Buick, please remember that your
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.
Customer Assistance for Text
Telephone (TTY) Users
To assist customers who are deaf, hard of hearing, or
speech-impaired and who use Text Telephones (TTYs),
Buick has TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate with
Buick by dialing:
1 -800-83-BUICK. (TTY users in
Canada can dial 1-800-263-3830.)
8-4
ProCarManuals.com

Roadside Assistance
1
Buick Motor Division is proud to offer Buick Premium
Roadside Assistance to customers for vehicles covered
under
the 3 year/36,000 mile (60 000 km) new car
warranty (whichever occurs first). Our
commitment
to Buick owners has always included
superior service through our network of
3,000 Buick
dealers. Buick Premium Roadside Assistance provides
an extra measure
of convenience and security.
Buick Premium Roadside Assistance:
Provides owners with access to minor repairs or
Takes the anxiety out of uncertain situations by
towing
for disabled vehicles.
providing easy access to service professionals trained
to work with Buick owners,
24 hours a day, 365 days
a year, including weekends and holidays.
For details
on Buick Premium Roadside Assistance,
please consult your Buick Premium Roadside Assistance
owner booklet included with your owner’s manual. For
needed assistance, call the Buick Premium Roadside
Assistance toll-free hotline:
1-800-252- 1 11 2.
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.
8-5
ProCarManuals.com

Courtesy Transportation
To Buick Motor Division, Quality Means Service -- and
service means “keeping you on the road.”
Included with your Buick new car warranty
(3 years/36,000 miles (60 000 km), whichever occurs
first), is Courtesy Transportation, a program which will
provide Buick retail customers with:
0
0 Reimbursement toward a loaner vehicle, courtesy of
Buick Motor Division, for up to five days for
vehicles requiring overnight warranty repairs. Also,
reimbursement up to
$30 a day (five days maximum)
may be available for the cost of a rental car, bus
or
even a cab.
A free one-way shuttle ride up to 10 miles (1 6 km)
from the dealership is available for customers whose
vehicles require same-day warranty repairs. Courtesy Transportation is Buick’s
way of extending the
Premium Service you’ve come to expect from Buick
and its
3,000 dealers. Please review the Courtesy
Transportation glove box card contained in your vehicle,
or consult your Buick dealer for details.
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, Buick
will reimburse you
up to $30/day, for any documented
transportation you receive. Please consult your dealer
for details.
For warranty repairs during the Complete Vehicle
Coverage period in the New Vehicle Limited Warranty,
interim transportation may be available under the
Courtesy Transportation program. Please consult your
dealer for details. The Courtesy Transportation program
is available only in the United States and Canada.
In Canada, please consult your GM dealer for
information
on Courtesy Transportation.
8-6
ProCarManuals.com

GM Participation in an Alternative
Dispute Resolution Program
This program is available in all 50 states and the District
of Columbia. Canadian owners refer to your Warranty
and Owner Assistance Information booklet for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP). General Motors reserves the right to
change eligibility limitations and/or to discontinue its
participation in this program.
Both Buick and your Buick 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, Buick voluntarily participates
in BBB
AUTO LINE. BBB AUTO
LINE is an out-of-court program
administered by the Better Business Bureau system to
settle automotive disputes. 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, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203- 1804
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.
8-7
ProCarManuals.com

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.
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 1-800-955-5 100 or the Buick Customer
Assistance Center at 1-800-955-7300.
Warranty Information
Your vehicle comes with a separate warranty booklet
that contains detailed warranty information.
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.
8-8
ProCarManuals.com

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 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 1-800-521-7300, or write:
Buick Motor Division
Customer Relations Center
902 E. Hamilton Avenue
Flint,
MI 48550
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 Communication Centre
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, service bulletins, owner’s manuals and
other service literature are available for purchase for all
current and past model General Motors vehicles.
The toll-free telephone number for ordering information
in Canada is 1-800-668-5539.
8-9
ProCarManuals.com

1997 BUCK SERVICE PUBLICATIONS ORDERING INFORMATION
The following publications covering the operation and servicing \
of your vehicle can be purchased by filling out
the Service Publication Order Form in this book and mailing it in with your check, money order,
or credit card information
to Helm, Incorporated (address below.)
CURRENT PUBLICATIONS FOR 1997 BUICK
SERVICE MANUALS
Service Manuals have the diagnosis and repair information
on engines, transmission, axle, suspension, brakes,
electrical, steering, body, etc. RETAIL SELL PRICE:
$90.00
TRANSMISSION, TRANSAXLE, TRANSFER CASE UNIT REPAIR MANUAL
This manual provides information on unit repair service procedures, adjustments and specifications for the
1997 GM transmissions, transaxles and transfer cases.
RETAIL SELL PRICE:
$40.00
SERVICE BULLETINS
Service Bulletins give technical service information needed
to knowledgeably service General Motors cars and trucks.
Each bulletin contains instructions to assist in the
diagnosis and service of your vehicle.
PLEASE COMPLETE THE ORDER FORM SHOWN ON
THE FOLLOWING PAGE AND MAIL TO:
Helm, Incorporated
PO. Box 07130 Detroit, MI 48207
OWNER’S INFORMATION
Owner publications are written directly for Owners and intended
to provide basic operational information about the
vehicle. The owner’s manual will include the Maintenance Schedule for all models.
In-Portfolio: Includes a Portfolio, Owner’s Manual and
Warranty Booklet.
RETAIL SELL PRICE: $1 5.00
Without Portfolio: Owner’s Manual only.
RETAIL SELL PRICE:
$1 0.00
CURRENT & PAST MODEL ORDER FORMS
Service Publications are available for current and past
model
GM vehicles. To request an order form, please
specify year and model name of the vehicle.
OR ORDER TOLL FREE:
1-800-782-4356
Monday-Friday 8:OO AM - 6:OO PM Eastern Time
For Credit Card Orders Only (VISA-MasterCard-Discover)
ProCarManuals.com