BUICK REGAL 1996 Owners Manual

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Maintenance Record
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Maintenance Record
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Section 8 Customer Assistance Information
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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.
This section includes information on:
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The Customer Satisfaction Prokedure
Customer Assistance for Text Telephone (TTY)
Users
Roadside Assistance
Courtesy Transportation
BBB Auto Line - Alternative Dispute Resolution
Program
Reporting Safety Defects
Service and Owner Publications
Customer Satisfaction Procedure
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Your satisfaction and goodwill are important to your
dealer and Buick. Normally, any concern you may have
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with your vehicle can be handled by your selling or
servicing dealer. Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address any issue which may arise. Buick has
empowered its dealers to make decisions and repair
vehicles, and they are eager to resolve your concern
to
your complete satisfaction. If your concern has not been
resolved to your satisfaction, take the following steps:
STEP ONE -- Discuss your concern with a member
of dealer 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 Buick Customer Assistance Center by
calling 1-800-521-7300. In Canada, contact
GM of
Canada Customer Assistance Center 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:
0 In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-75 1-4 136 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0
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0 In all other Caribbean countries: 1-809-763-13 15
0 In other overseas locations, call GM North American
Export Sales
in Canada at 1-905-644-41 12
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For prompt assistance, please have the following
information available to give the Customer Assistance
Representative:
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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, write to:
Buick Motor Division
Customer Assistance Center
902
E. Hamilton Avenue
Flint,
MI, 48550
Refer to your Warranty and Owner Assistance
Information booklet for addresses of Canadian
and 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.)
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Roadside Assistance
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Buick Motor Division is proud to offer Buick Premium
Roadside Assistance to customers for vehicles covered
under the
36 month/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
towing for disabled vehicles.
- Takes the anxiety out of uncertain situations by
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- 11 12.
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 1996 Buick new car warranty
(36 month/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 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.
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GM Participation in BBB AUTO
LINE - Alternative Dispute
Resolution
Program*
"This program may not be available in all states,
depending on state law. Canadian owners refer to your
Warranty and Owner Assistance Information booklet.
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 Satkcaction
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 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 Buick. 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.
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
Hotline toll-free at 1-800-424-9393 (or
Washington, D.C. area) or write to: the Auto Safety
366-0123
in the
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 notify
us. Please call us at 1-800-521-7300, or write:
Buick Motor Division
Customer Assistance 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 Assistance Center
1908 Colonel
Sam Drive
Oshawa, Ontario
L 1 H 8P7
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