service CADILLAC DTS 2010 1.G Owners Manual

Customer Assistance and Information. . . . . . . . . . . . . . .8-2Customer Satisfaction Procedure . . . . . . . . . . . . . . . . . . . . . .8-2Online Owner Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-5Customer Assistance forText Telephone (TTY) Users . . . . . . . . . . . . . . . . . . . . . . . . .8-6Customer Assistance Offices . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-6GM Mobility Reimbursement Program . . . . . . . . . . . . . . . .8-7Roadside Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-7Scheduling Service Appointments . . . . . . . . . . . . . . . . . . . .8-11Courtesy Transportation Program . . . . . . . . . . . . . . . . . . . .8-11Collision Damage Repair . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-13
Reporting Safety Defects. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-16Reporting Safety Defectsto the United States Government . . . . . . . . . . . . . . . . .8-16Reporting Safety Defectsto the Canadian Government . . . . . . . . . . . . . . . . . . . . . .8-16Reporting Safety Defects to General Motors . . . . .8-16Service Publications Ordering Information . . . . . . . . .8-17
Vehicle Data Recording and Privacy. . . . . . . . . . . . . . . .8-18Event Data Recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-19OnStar®. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-20Navigation System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-20Radio FrequencyIdentification (RFID) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-20Radio Frequency Statement . . . . . . . . . . . . . . . . . . . . . . . . . . .8-20
Section 8 Customer Assistance Information
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Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important toyour dealer and to Cadillac. Normally, any concernswith the sales transaction or the operation of the vehiclewill be resolved by the dealer’s sales or servicedepartments. Sometimes, however, despite the bestintentions of all concerned, misunderstandings canoccur. If your concern has not been resolved to yoursatisfaction, the following steps should be taken:
STEP ONE:Discuss your concern with a member ofdealership management. Normally, concerns canbe quickly resolved at that level. If the matter hasalready been reviewed with the sales, service or partsmanager, contact the owner of the dealership orthe general manager.
STEP TWO:If after contacting a member of dealershipmanagement, it appears your concern cannot beresolved by the dealership without further help, in theUnited States, call the Cadillac Customer AssistanceCenter, 24 hours a day, at 1-800-458-8006. In Canada,call the Canadian Cadillac Customer CommunicationCentre at 1-888-446-2000.
We encourage you to call the toll-free number in orderto give your inquiry prompt attention. Have thefollowing information available to give the CustomerAssistance Representative:
•Vehicle Identification Number (VIN). This is
available from the vehicle registration or title, or theplate at the top left of the instrument panel andvisible through the windshield.
•Dealership name and location.
•Vehicle delivery date and present mileage.
When contacting Cadillac, remember that your concernwill likely be resolved at a dealer’s facility. That iswhy we suggest following Step One first.
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STEP THREE (Canadian Owners):
General Motors Participation in theMediation/Arbitration Program
In the event that you do not feel your concerns have beenaddressed after the following the procedure outlined inSteps One and Two. General Motors of Canada Limitedwants you to be aware of its participation in a no-chargemediation/Arbitration program. General Motors ofCanada Limited has committed to binding arbitration ofowner disputes involving factory-related vehicle serviceclaims. The program provides for the review of the factsinvolved by an impartial third party arbiter, and mayinclude an informal hearing before the arbiter. Theprogram is designed so that the entire dispute settlementprocess, from the time you file your complaint to the finaldecision, should be completed in approximately 70 days.We believe our impartial program offers advantages overcourts in most jurisdictions because it is informal, quick,and free of charge.
For further information concerning eligibility in theCanadian Motor Vehicle Arbitration Plan (CAMVAP), calltoll-free 1-800-207-0685, or call the General MotorsCustomer Communication Centre, 1-800-263-3777(English), 1-800-263-7854 (French), or write tothe Mediation/Arbitration Program at the followingaddress:
Mediation/Arbitration Programc/o Customer Communication CentreGeneral Motors of Canada LimitedMail Code: CA1–163–0051908 Colonel Sam DriveOshawa, Ontario L1H 8P7
Your inquiry should be accompanied by the VehicleIdentification Number (VIN).
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Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/cadillac
Information and services customized for your specificvehicle — all in one convenient place.
•Digital owner manual, warranty information,
and more
•Online service and maintenance records
•Find Cadillac dealers for service nationwide
•Exclusive privileges and offers
•Recall notices for your specific vehicle
•OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Cadillac — www.cadillac.com
Cadillac Merchandise — www.cadillaccollection.com
Help Center — www.cadillac.com/helpcenter
•FAQ
•Contact Us
My GM Canada (Canada) — www.gm.ca
My GM Canada is a password-protected section ofwww.gm.ca where you can save information onGM vehicles, get personalized offers, and use handytools and forms with greater ease.
Here are a few of the valuable tools and services youwill have access to:
•My Showroom: Find and save information on
vehicles and current offers in your area.
•My Dealers/Retailers: Save details such as address
and phone number for each of your preferred GMdealers/retailers.
•My Driveway: Access quick links to parts and
service estimates, check trade-in values, orschedule a service appointment by adding thevehicles 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 Canada section withinwww.gm.ca.
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Mexico, Central America and Caribbean
Islands/Countries (Except Puerto Rico
and U.S. Virgin Islands) — Customer
Assistance
General Motors de Mexico, S. de R.L. de C.V.Customer Assistance CenterPaseo de la Reforma # 2740Col. Lomas de BezaresC.P. 11910, Mexico, D.F.01-800-508-0000Long Distance: 011-52-53 29 0 800
GM Mobility Reimbursement
Program
This program, available to qualified applicants, canreimburse you up to $1,000 of the cost of eligibleaftermarket adaptive equipment required for your vehicle,such as hand controls or a wheelchair/scooter lift.
The offer is available for a very limited period of timefrom the date of vehicle purchase/lease. For moredetails, or to determine your vehicle’s eligibility, visitgmmobility.com or call the GM Mobility AssistanceCenter 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. TTYusers call 1-800-263-3830.
Roadside Service
In the United States or Canada, call1-800-882-1112.
Text Telephone (TTY), U.S. only, call1-888-889-2438.
Service is available 24 hours a day, 365 days a year.
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Calling for Assistance
When calling Roadside Assistance, have the followinginformation 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/100,000 miles (160 000 km), whichever comes first.
In the U.S., anyone driving the vehicle is covered. InCanada, a person driving the vehicle without permissionfrom the owner is not covered.
Roadside Assistance is not a part of the New VehicleLimited Warranty. Cadillac and General Motors ofCanada Limited reserve the right to make any changesor discontinue the Roadside Assistance program atany time without notification.
Cadillac and General Motors of Canada Limited reservethe right to limit services or payment to an owner ordriver if they decide the claims are made too often, orthe same type of claim is made many times.
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Cadillac Owner Privileges™
•Emergency Fuel Delivery:Delivery of enough fuel
for the vehicle to get to the nearest service station.
•Lock-Out Service:Service is provided to unlock the
vehicle if you are locked out. A remote unlock maybe available if you have OnStar®. For securityreasons, the driver must present identificationbefore this service is given.
•Emergency Tow From a Public Road or
Highway:Tow to the nearest Cadillac dealer forwarranty service, or if the vehicle was in a crash andcannot be driven. Assistance is also given whenthe vehicle is stuck in the sand, mud, or snow.
•Flat Tire Change:Service is provided to change a
flat tire with spare tire. The spare tire, if equipped,must be in good condition and properly inflated.It is your responsibility for the repair or replacementof the tire if it is not covered by the warranty.
•Battery Jump Start:Service is provided to jump
start a dead battery.
•Trip Routing Service:Detailed maps of North
America are provided when requested eitherwith the most direct route or the most scenic route.Additional travel information is also available.Allow three weeks for delivery.
•Trip Interruption Benefits and Assistance:If your
trip is interrupted due to a warranty failure, incidentalexpenses may be reimbursed during the 5 year/100,000 miles (160 000 km) Powertrain warrantyperiod. Items considered are hotel, meals, andrental car.
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Cadillac Technician Roadside Service
(U.S. only)
Cadillac’s exceptional Roadside Service is more than anauto club or towing service. It provides every Cadillacowner in the United States with the advantage ofcontacting a Cadillac advisor and, where available, aCadillac trained dealer technician who can provideon-site service.
A dealer technician will travel to your location within a30 mile radius of a participating Cadillac dealership.If beyond this radius, we will arrange to have your cartowed to the nearest Cadillac dealership. Eachtechnician travels with a specially equipped servicevehicle complete with the necessary Cadillac parts andtools required to handle most roadside repairs.
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 berestricted. Propane and other fuels are not providedthrough this service.
•Lock-Out Service:Vehicle registration is required.
•Trip Routing Service:Limit of six requests per year.
•Trip Interruption Benefits and Assistance:
Pre-authorization, original detailed receipts, and acopy of the repair orders are required. Onceauthorization has been received, the RoadsideAssistance advisor will help you make arrangementsand explain how to receive payment.
•Alternative Service:If assistance cannot be
provided right away, the Roadside Assistanceadvisor may give you permission to get localemergency road service. You will receive payment,up to $100, after sending the original receipt toRoadside Assistance. Mechanical failures may becovered, however any cost for parts and labor forrepairs not covered by the warranty are the ownerresponsibility.
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Scheduling Service Appointments
When your vehicle requires warranty service, contactyour dealer/retailer and request an appointment.By scheduling a service appointment and advising yourservice consultant of your transportation needs, yourdealer/retailer can help minimize your inconvenience.
If your vehicle cannot be scheduled into the servicedepartment immediately, keep driving it until it can bescheduled for service, unless, of course, the problem issafety-related. If it is, please call your dealership/retailer,let them know this, and ask for instructions.
If the dealer/retailer requests you to bring the vehicle forservice, you are urged to do so as early in the workday as possible to allow for the same day repair.
Courtesy Transportation Program
To enhance your ownership experience, we andour participating dealers are proud to offer CourtesyTransportation, a customer support program for vehicleswith the Bumper to Bumper (Base Warranty Coverageperiod in Canada) and extended powertrain, andhybrid specific warranties in both the U.S. and Canada.
Several courtesy transportation options are availableto assist in reducing your inconvenience when warrantyrepairs are required.
Courtesy Transportation is not a part of the New VehicleLimited Warranty. A separate booklet entitled “Warrantyand Owner Assistance Information” furnished witheach new vehicle provides detailed warranty coverageinformation.
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Transportation Options
Warranty service can generally be completed while youwait. However, if you are unable to wait, GM helpsto minimize your inconvenience by providing severaltransportation options. Depending on the circumstances,your dealer can offer you one of the following:
Shuttle Service
Participating dealers can provide shuttle service to getyou to your destination with minimal interruption ofyour daily schedule. This includes one-way or round tripshuttle service to a destination up to 10 miles (16 km)from the dealership.
Public Transportation or Fuel
Reimbursement
If your vehicle requires warranty repairs, and publictransportation is used instead of the dealer’s shuttleservice, the expense must be supported by originalreceipts and can only be up to the maximum amountallowed by GM for shuttle service. In addition, forU.S. customers, should you arrange transportationthrough a friend or relative, limited reimbursement forreasonable fuel expenses may be available. Claimamounts should reflect actual costs and be supportedby original receipts. See your dealer for informationregarding the allowance amounts for reimbursement offuel or other transportation costs.
Courtesy Rental Vehicle
Your dealer may arrange to provide you with a courtesyrental vehicle or reimburse you for a rental vehicle thatyou obtain if your vehicle is kept for a warranty repair. Ifyou obtain a rental vehicle on your own, please see yourdealer for the maximum number of days allowed and theallowance per rental day. Rental reimbursement must besupported by original receipts. This requires that you signand complete a rental agreement and meet state, local,and rental vehicle provider requirements. Requirementsvary and may include minimum age requirements,insurance coverage, credit card, etc. You are responsiblefor fuel usage charges and may also be responsible fortaxes, levies, usage fees, excessive mileage, or rentalusage beyond the completion of the repair.
It may not be possible to provide a like-vehicle as acourtesy rental.
Additional Program Information
All program options, such as shuttle service, may not beavailable at every dealer. Please contact your dealerfor specific information about availability. All CourtesyTransportation arrangements will be administeredby appropriate dealer personnel.
General Motors reserves the right to unilaterally modify,change, or discontinue Courtesy Transportation atany time and to resolve all questions of claim eligibilitypursuant to the terms and conditions describedherein at its sole discretion.
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