CADILLAC CATERA 1997 1.G Owners Manual

Downloaded from www.Manualslib.com manuals search engine Customer Satisfaction Procedure Catera 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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Downloaded from www.Manualslib.com manuals search engine 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 Cadillac Customer Assistance Center,
24 hours a day, by calling 1-800-458-8006. 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:
0 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
In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-75 1-41 36 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
0 In all other Caribbean countries: (809) 763- 13 15
0 In other overseas locations, call GM International
Product Center in Canada at (905) 644-41 12.
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Downloaded from www.Manualslib.com manuals search engine For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
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
0 Vehicle delivery date and present mileage
0 Nature of concern
We encourage you to call
us so we can give your inquiry
prompt attention. However, if you wish to write
Cadillac, address your inquiry to:
Cadillac Customer Assistance Center
Cadillac Motor Car Division
30009 Van Dyke
P.O. Box 9025
Warren,
MI 48090-9025 In
Canada, write to:
General Motors
of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L 1 H 8P7
Refer to your Warranty and Owner Assistance Information
booklet for addresses of GM Overseas offices.
When contacting Cadillac, 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),
Cadillac has
TTY equipment available at its Customer
Assistance Center. Any TTY user can communicate with
Cadillac by dialing: 1-800-833-CMCC.
(TTY users in
Canada can dial 1-800-263-3830.)
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Downloaded from www.Manualslib.com manuals search engine Roadside Service
TOLL-FREE HOTLINE
1=800=882-1112
Cadillac’s exceptional Roadside Service is more than an
auto club or towing service.
It provides every Catera
owner with the advantage
of contacting a Cadillac
advisor and, when appropriate, a Catera trained dealer
technician who can provide on-site service. Each technician travels
with a specially equipped
service vehicle complete with the necessary Catera parts
and tools required to handle most roadside repairs.
Cadillac Roadside Service can be reached by dialing
1-800-882- 11 12,24 hours a day,
365 days a year.
This service is provided at no charge for any
warranty-covered situation and
for a nominal
charge if the Catera is no longer under warranty.
Roadside Service is available only
in the United
States and Canada.
Cadillac Owner Privileges TM
Roadside Service provides several Cadillac Owner
Privileges
TM at “no charge,” throughout your 1997
Cadillac Warranty Period -- 48 Months/.O,000 miles
(80 000 km).
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Downloaded from www.Manualslib.com manuals search engine Emergency Road Service is performed on site for the
following situations:
0 Towing Service
0 Battery Jump Starting
0 Lock Out Assistance
Fuel Delivery
0 Flat Tire Change (Covers change only)
0 Trip Interruption -- If your trip is interrupted due
to a warranty failure, incidental expenses may
be
reimbursed during the 48 months/50,000 miles
(80 000 km) warranty period. Items covered are
hotel, meals and rental car.
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Downloaded from www.Manualslib.com manuals search engine Roadside Service Availability
Wherever you drive in the United States or Canada,
an advisor is available to assist you over the phone.
A dealer technician, if available, can travel to your
location within
a 30 mile (50 km) radius, of a
participating Catera dealership. If beyond this radius,
we will arrange
to have your car towed to the nearest
Catera dealership.
Reaching Roadside Service
Dial the toll-free Roadside Service number:
1-800-882- 1 11 2. An experienced Roadside
Service Advisor will assist you and request the
following information:
0 A description of the problem
0 Name, home address, home telephone number
0 Location of your Catera and number you are
calling from
The model year, Vehicle Identification Number (VIN),
mileage and date of delivery
Roadside Service for the Hearing or Speech Impaired
Roadside Service is prepared to assist owners who have
hearing difficulties or are speech impaired. Cadillac has
installed special telecommunication devices called Text
Telephone
(TTY) in the Roadside Service Center.
Any customer who has access to a (TTY)
or a
conventional teletypewriter can communicate with
Cadillac by dialing from the United States or Canada
1-800-833-CMCC
-- daily, 24 hours.
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Downloaded from www.Manualslib.com manuals search engine Our Cadillac Dealer Technician network is ready and
able
to assist Catera customers at roadside.
Gold Key Courtesy Transportation
One of your Cadillac Owner Privileges is Gold Key
Courtesy Transportation. It is just one more example
of
Cadillac's commitment to provide the services you
expect and deserve as a Catera owner.
Gold Key Courtesy Transportation helps you get where
you need
to be when your Catera is in the dealership for
warranty service.*
In Canada, please consult your GM dealer for
information on Courtesy Transportation.
Transportation Options*
Warranty work can frequently be handled in one day,
but there is often no reason for
you to wait at the
dealership. Cadillac helps minimize inconvenience
to you by providing several transportation options.
Depending on the circumstances, your dealership
can offer
you one of the following options:
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Downloaded from www.Manualslib.com manuals search engine Shuttle Service”
Your dealership can provide you with shuttle service to
get you to your destination with minimal interruption
of
your daily schedule when your Catera is unavailable due
to a warranty repair.
Courtesy Vehicle*
transportation such as cab fare, reasonable fuel expenses
for a ride provided by another individual or a rental
vehicle obtained from
an independent source.
“Some restrictions may apply. Please consult your
Catera dealer concerning specific Gold Key Courtesy
Transportation benefits offered by the dealership.
For repairs that require your vehicle to be unavailable to
you for an extended period of time, your dealer may
arrange
to provide you with a courtesy vehicle from the
dealership, or one obtained from a local rental agency.
Miscellaneous Service*
Should the situation necessitate making your own
arrangements, Gold Key Courtesy Transportation
provides for reimbursement of personally arranged
Plan Ahead When Possible
Whenever possible, scheduling an appointment for your
vehicle’s warranty service and advising your service
consultant that you wish to take advantage
of Gold Key
Courtesy Transportation can help minimize your
inconvenience by allowing your dealer to prepare
arrangements to fulfill your transportation needs
in
advance of your visit.
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Downloaded from www.Manualslib.com manuals search engine Owner Responsibilities
You are responsible for primary insurance coverage of
the vehicle provided. In many cases, your own auto
insurance policy may provide this coverage under
provisions for rental car agreements. Please consult your
insurance carrier to be certain
of what’s covered.
While your dealership will cover the rental expense of
a vehicle provided under the provisions of Gold Key
Courtesy Transportation, you are responsible for
charges incurred for such items as fuel used, additional
insurance coverage and any taxes or fees levied by state
or local governmental agencies. It
is important that your
vehicle be picked up from the
dealership promptly following the completion of your
repairs. If your vehicle is not picked up from the
dealership within a reasonable amount
of time following
notification from the dealer, you may be responsible
for any additional rental charges incurred as a result
of this delay.
For Canadian Vehicles
In Canada, 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.
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Downloaded from www.Manualslib.com manuals search engine 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 Cadillac and your Catera 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, Cadillac 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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