BUICK REGAL 1998 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.
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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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8-9 Warranty 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)
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
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM Overseas
Virgin
Islands: 1-800-534-0122
Distribution Corporation in Canada at:
(905) 644-4112.
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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, 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.)
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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 km) new car
warranty (whichever occurs first). Our commitment to Buick owners has always included
superior service through our network
of over 2,800 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. Although Roadside
Assistance is not a repair facility, it is a means of
assisting customers in an emergency situation.
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 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 and lease customers with:
Reimbursement toward a loaner vehicle, courtesy
of Buick Motor Division, up to
$30 a day (five
days maximum) 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.
0 A free one-way shuttle ride or vehicle pick-up from a
location up to
10 miles (1 6 km) from the dealership
is available for those whose vehicle only requires
same day warranty repairs.
NOTE: All Courtesy Transportation arrangements
will be administered by your Buick dealer
service management.
Courtesy Transportation is Buick’s way
of extending the
Premium Service you’ve come to expect from Buick
and its over
2,800 dealers. Please review the Courtesy
Transportation glove box card contained in your vehicle
or consult your Buick dealer for details. Because
of uncertain availability, it is frequently not
possible to provide customers with the same model
loaner vehicle (including optional equipment) as the
vehicle the customer owns or leases and has brought in
for warranty repair. If a loaner vehicle is required, please
consult your dealership for complete program details
and loaner car availability in your area.
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.
Buick reserves the right to make any changes or
discontinue the Courtesy Transportation program at
any time without notification.
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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.
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.
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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 1-800-955-5 100 or the Buick Customer
Assistance Center at 1-800-521-7300.
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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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
K 1 G 3 52
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 1-800-52 1-7300, or write:
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, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario LlH 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, 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.
Buick Motor Division
Customer Relations Center
902
E. Hamilton Avenue
Flint,
MI 48550
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1998 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 1998 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
1998 GM transmissions, transaxles and transfer cases.
RETAIL SELL PRICE:
$40.00
SERVICE BULLETINS
Service Bulletins give technical service informarlon 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 P.O. 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)
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