BUICK PARK AVENUE 1997 Owners Manual

Maintenance Record ~~ ~ ~~ ~
ODOMETER
DATE READING SERVICED
BY MAINTENANCE PERFORMED
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Maintenance Record
ODOMETER SERVICED
BY MAINTENANCE PERFORMED
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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.
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8-6 8-7 Customer
Satisfaction Procedure
Customer Assistance for Text
Telephone (TTY) Users
Roadside Assistance Canadian Roadside Assistance
Courtesy Transportation
GM Participation in an Alternative Dispute
Resolution Program 8-8
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Information
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
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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.
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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: 1-800-751-4135
(English) or 1-800-75 1-4 136 (Spanish)
In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
In all other Caribbean countries: (809) 763-1315
In other overseas locations, call GM International
Product Center in Canada at: (905) 644-4 1 12.
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For prompt assistance, please have the following
information available to give the Customer
Assistance Representative: Refer
to your Warranty and Owner Assistance
Information booklet for addresses of GM
Overseas offices.
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Your name, address, home and business
telephone numbers
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
Vehicle delivery date and present mileage
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 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.)
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Roadside Assistance
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 lun) 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: 1-800-252-1 112.
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.
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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:
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 (16 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 $3O/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.
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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.
~nere 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: 1-800-955-5100
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. 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 1-800-955-5100 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.
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