BUICK LUCERNE 2011 Owner's Manual

Black plate (3,1)Buick Lucerne Owner Manual - 2011
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. Although you may be required to resort to this
informal dispute resolution program prior to filing a court
action, use of the program is free of charge and your
case will generally be heard within 40 days. If you do
not agree with the decision given in your case, you may
reject it and proceed with any other venue for relief
available to you.
You may contact the BBB Auto Line Program using the
toll-free telephone number or write 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
www.dr.bbb.org/goauto This program is available in all 50 states and the
District of Columbia. Eligibility is limited by vehicle age,
mileage, and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.
STEP THREE
—Canadian Owners: In the event that
you do not feel your concerns have been addressed
after following the procedure outlined in Steps One and
Two, General Motors of Canada Limited wants you to
be aware of its participation in a no-charge Mediation/
Arbitration program. 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. The program is
designed so that the entire dispute settlement process,
from the time you file your complaint to the final
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.
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For further information concerning eligibility in the
Canadian Motor Vehicle Arbitration Plan (CAMVAP), call
toll-free 1-800-207-0685, or call the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or 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
Your inquiry should be accompanied by the Vehicle
Identification Number (VIN).
Online Owner Center
Buick Owner Center (U.S.)
www.buickownercenter.com
Information and services customized for your specific
vehicle —all in one convenient place.
.Digital owner manual, warranty information,
and more
.Store online service and maintenance records
.Buick dealer locator for service nationwide
.Exclusive privileges and offers
.Recall notices for your specific vehicle
.OnStar and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Buick —www.buick.com
Buick Merchandise —www.buickmerchandise.com
Help Center —www.buick.com/pages/mds/helpcenter/
faq.do
.FAQ (Frequently Asked Questions)
.Contact Us
My GM Canada (Canada) www.gm.ca
My GM Canada is a password-protected section of
www.gm.ca 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: Save details such as address and
phone number for each of your preferred GM
dealers.
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.My Driveway: Access quick links to parts and
service estimates, check trade-in values,
or schedule a service appointment by adding the
vehicles you own to your driveway profile.
.My Preferences: Manage your profile and use tools
and forms with greater ease.
To sign up, visit the My GM.ca section within
www.gm.ca.
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: 1-800-832-8425.
TTY users in Canada can dial 1‐800‐263-3830.
Customer Assistance Offices
Buick encourages customers to call the toll-free number
for assistance. However, if a customer wishes to write
or e-mail Buick, the letter should be addressed to:
United States
Buick Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136
www.Buick.com
1-800-521-7300
1-800-832-8425 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-252-1112
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
From U.S. Virgin Islands:
1-800-496-9994
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Black plate (6,1)Buick Lucerne Owner Manual - 2011
Canada
General Motors of Canada Limited
Customer Communication Centre, Mail Code:
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices
(TTYs))
Roadside Assistance: 1-800-268-6800
All Overseas Locations
Please contact the local General Motors Business Unit.
Mexico, Central America and Caribbean
Islands/Countries (Except Puerto Rico
and U.S. Virgin Islands)
General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Av. Ejercito Nacional #843
Col. Granada
C.P. 11520, Mexico, D.F.
01-800-466-0818
Long Distance: 011-52-53 29 0818
GM Mobility Reimbursement
Program
This program is available to qualified applicants for
cost reimbursement of eligible aftermarket adaptive
equipment required for your vehicle, such as hand
controls or a wheelchair/scooter lift for the vehicle.
For more information on the limited offer, visit
www.gmmobility.com or call the GM Mobility Assistance
Center at 1-800-323-9935. Text telephone (TTY) users,
call 1-800-833-9935.
General Motors of Canada also has a Mobility Program.
Call 1-800-GM-DRIVE (463-7483) for details. TTY users
call 1-800-263-3830.
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Black plate (7,1)Buick Lucerne Owner Manual - 2011
Roadside Assistance Program
For U.S.‐purchased vehicles, call1-800-252-1112;
(Text Telephone (TTY): 1‐888‐889‐2438).
For Canadian‐purchased vehicles, call 1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
Calling for Assistance
When calling Roadside Assistance, have the following
information ready:
.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 Identification Number
(VIN), and delivery date of the vehicle
.Description of the problem
Coverage
Services are provided up to 5 years/160 000 km
(100,000 miles), whichever comes first.
In the U.S., anyone driving the vehicle is covered. In
Canada, a person driving the vehicle without permission
from the owner is not covered.
Roadside Assistance is not a part of the New Vehicle
Limited Warranty. Buick and General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.
Buick and General Motors of Canada Limited reserve
the right to limit services or payment to an owner or
driver if they decide the claims are made too often,
or the same type of claim is made many times.
Services Provided
.Emergency Fuel Delivery: Delivery of enough
fuel for the vehicle to get to the nearest service
station.
.Lock‐Out Service: Service to unlock the vehicle
if you are locked out. A remote unlock may be
available if you have OnStar
®. For security
reasons, the driver must present identification
before this service is given.
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Black plate (8,1)Buick Lucerne Owner Manual - 2011
.Emergency Tow From a Public Road or
Highway:Tow to the nearest Buick dealer for
warranty service, or if the vehicle was in a crash
and cannot be driven. Assistance is also given
when the vehicle is stuck in sand, mud, or snow.
.Flat Tire Change: Service to change a flat tire
with the spare tire. The spare tire, if equipped,
must be in good condition and properly inflated.
It is the owner's responsibility for the repair or
replacement of the tire if it is not covered by the
warranty.
.Battery Jump Start: Service to jump start a dead
battery.
Services Not Included in Roadside
Assistance
.Impound towing caused by violation of any laws.
.Legal fines.
.Mounting, dismounting, or changing of snow tires,
chains, or other traction devices.
.Towing or services for vehicles driven on a
non-public road or highway.
Services Specific to
Canadian‐Purchased Vehicles
.Fuel delivery: Reimbursement is approximately
$5 Canadian. Diesel fuel delivery may be
restricted. Propane and other fuels are not
provided through this service.
.Lock-Out Service: Vehicle registration is
required.
.Trip Routing Service: Detailed maps of North
America are provided when requested either with
the most direct route or the most scenic route.
There is a six request limit per year. Additional
travel information is also available. Allow three
weeks for delivery.
.Trip Interruption Benefits and Assistance: Must
be over 250 kilometers from where your trip was
started to qualify. General Motors of Canada
Limited requires pre-authorization, original
detailed receipts, and a copy of the repair orders.
Once authorization has been received, the
Roadside Assistance advisor will help you make
arrangements and explain how to receive payment.
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Black plate (9,1)Buick Lucerne Owner Manual - 2011
.Alternative Service:If assistance cannot be
provided right away, the Roadside Assistance
advisor may give permission to get local
emergency road service. You will receive payment,
up to $100, after sending the original receipt to
Roadside Assistance. Mechanical failures may be
covered, however any cost for parts and labor for
repairs not covered by the warranty are the owner
responsibility.
Scheduling Service Appointments
When the vehicle requires warranty service, contact the
dealer and request an appointment. By scheduling a
service appointment and advising the service consultant
of your transportation needs, the dealer can help
minimize your inconvenience.
If the 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 the dealership, let
them know this, and ask for instructions.
If the dealer requests you to bring the vehicle for
service, you are urged to do so as early in the work
day as possible to allow for the same-day repair.
Courtesy Transportation Program
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the Bumper-to-Bumper (Base Warranty Coverage
period in Canada), extended powertrain, and/or
hybrid‐specific warranties in both the U.S. and Canada.
Several Courtesy Transportation options are available
to assist in reducing inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled “Warranty
and Owner Assistance Information” furnished with each
new vehicle provides detailed warranty coverage
information.
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Black plate (10,1)Buick Lucerne Owner Manual - 2011
Transportation Options
Warranty service can generally be completed
while you wait. However, if you are unable to wait,
GM helps to minimize inconvenience by providing
several transportation options. Depending on the
circumstances, the dealer can offer one of the following:
Shuttle Service
Shuttle service is the preferred means of offering
Courtesy Transportation. Dealers may provide shuttle
service to get you to your destination with minimal
interruption of your daily schedule. This includes
one‐way or round‐trip shuttle service within reasonable
time and distance parameters of the dealer's area.
Public Transportation or Fuel
Reimbursement
If the vehicle requires overnight warranty repairs, and
public transportation is used instead of the dealer's
shuttle service, the expense must be supported by
original receipts and can only be up to the maximum
amount allowed by GM for shuttle service. In addition,
for U.S. customers, should you arrange transportation
through a friend or relative, limited reimbursement for
reasonable fuel expenses may be available. Claim
amounts should reflect actual costs and be supported
by original receipts. See the dealer for information
regarding the allowance amounts for reimbursement of
fuel or other transportation costs.
Courtesy Rental Vehicle
The dealer may arrange to provide you with a courtesy
rental vehicle or reimburse you for a rental vehicle
that you obtain if the vehicle is kept for an overnight
warranty repair. Rental reimbursement will be limited
and must be supported by original receipts. This
requires that you sign and complete a rental agreement
and meet state/provincial, local, and rental vehicle
provider requirements. Requirements vary and may
include minimum age requirements, insurance
coverage, credit card, etc. You are responsible for fuel
usage charges and may also be responsible for taxes,
levies, usage fees, excessive mileage, or rental usage
beyond the completion of the repair.
It may not be possible to provide a like vehicle as a
courtesy rental.
Additional Program Information
All program options, such as shuttle service, may not
be available at every dealer. Please contact the dealer
for specific information about availability. All Courtesy
Transportation arrangements will be administered by
appropriate dealer personnel.
General Motors reserves the right to unilaterally modify,
change, or discontinue Courtesy Transportation at any
time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described herein
at its sole discretion.
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Black plate (11,1)Buick Lucerne Owner Manual - 2011
Collision Damage Repair
If your vehicle is involved in a collision and it is
damaged, have the damage repaired by a qualified
technician using the proper equipment and quality
replacement parts. Poorly performed collision repairs
diminish your vehicle's resale value, and safety
performance can be compromised in subsequent
collisions.
Collision Parts
Genuine GM Collision parts are new parts made with
the same materials and construction methods as the
parts with which your vehicle was originally built.
Genuine GM Collision parts are your best choice to
ensure that your vehicle's designed appearance,
durability, and safety are preserved. The use of
Genuine GM parts can help maintain your GM New
Vehicle Limited Warranty.
Recycled original equipment parts may also be used for
repair. These parts are typically removed from vehicles
that were total losses in prior crashes. In most cases,
the parts being recycled are from undamaged sections
of the vehicle. A recycled original equipment GM part
may be an acceptable choice to maintain your vehicle'soriginally designed appearance and safety performance;
however, the history of these parts is not known. Such
parts are not covered by your GM New Vehicle Limited
Warranty, and any related failures are not covered by
that warranty.
Aftermarket collision parts are also available. These are
made by companies other than GM and may not have
been tested for your vehicle. As a result, these parts
may fit poorly, exhibit premature durability/corrosion
problems, and may not perform properly in subsequent
collisions. Aftermarket parts are not covered by your
GM New Vehicle Limited Warranty, and any vehicle
failure related to such parts is not covered by that
warranty.
Repair Facility
GM also recommends that you choose a collision repair
facility that meets your needs before you ever need
collision repairs. Your dealer may have a collision repair
center with GM-trained technicians and state‐of‐the‐art
equipment, or be able to recommend a collision repair
center that has GM-trained technicians and comparable
equipment.
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Black plate (12,1)Buick Lucerne Owner Manual - 2011
Insuring Your Vehicle
Protect your investment in your GM vehicle with
comprehensive and collision insurance coverage. There
are significant differences in the quality of coverage
afforded by various insurance policy terms. Many
insurance policies provide reduced protection to your
GM vehicle by limiting compensation for damage
repairs by using aftermarket collision parts. Some
insurance companies will not specify aftermarket
collision parts. When purchasing insurance, we
recommend that you ensure that your vehicle will be
repaired with GM original equipment collision parts.
If such insurance coverage is not available from your
current insurance carrier, consider switching to another
insurance carrier.
If your vehicle is leased, the leasing company may
require you to have insurance that ensures repairs with
Genuine GM Original Equipment Manufacturer (OEM)
parts or Genuine Manufacturer replacement parts. Read
your lease carefully, as you may be charged at the end
of your lease for poor quality repairs.
If a Crash Occurs
If there has been an injury, call emergency services for
help. Do not leave the scene of a crash until all matters
have been taken care of. Move the vehicle only if its
position puts you in danger, or you are instructed to
move it by a police officer.Give only the necessary information to police and other
parties involved in the crash.
For emergency towing see
Roadside Assistance
Program on page 8‑7.
Gather the following information:
.Driver's name, address, and telephone number
.Driver's license number
.Owner's name, address, and telephone number
.Vehicle license plate number
.Vehicle make, model, and model year
.Vehicle Identification Number (VIN)
.Insurance company and policy number
.General description of the damage to the other
vehicle
Choose a reputable repair facility that uses quality
replacement parts. See “Collision Parts”earlier in this
section.
If the airbag has inflated, see What Will You See After
an Airbag Inflates? on page 2‑62.
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