service CADILLAC ESCALADE EXT 2007 3.G Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
540

Customer Assistance and Information....... 542
Customer Satisfaction Procedure............... 542
Online Owner Center................................. 545
Customer Assistance for Text
Telephone (TTY) Users.......................... 546
Customer Assistance Offices..................... 546
GM Mobility Reimbursement Program........ 547
Roadside Service...................................... 548
Courtesy Transportation............................. 552
Vehicle Data Collection and Event Data
Recorders.............................................. 555
Collision Damage Repair........................... 556Reporting Safety Defects............................ 560
Reporting Safety Defects to the
United States Government..................... 560
Reporting Safety Defects to the
Canadian Government............................ 561
Reporting Safety Defects to
General Motors...................................... 561
Service Publications Ordering
Information............................................. 562
Section 7 Customer Assistance Information
541

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important
to your dealer and to Cadillac. Normally, any
concerns with the sales transaction or the
operation of your vehicle will be resolved by your
dealer’s sales or service departments. Sometimes,
however, despite the best intentions of all
concerned, misunderstandings can occur.
If your concern has not been resolved to your
satisfaction, the following steps should be taken:
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.STEP TWO:If after contacting a member of
dealership management, it appears your concern
cannot be resolved by the dealership without further
help, in the United States, contact the Cadillac
Customer Assistance Center, 24 hours a day, by
calling 1-800-458-8006. In Canada, contact the
Canadian Cadillac Customer Communication
Centre by calling 1-888-446-2000.
We encourage you to call the toll-free number in
order to give your inquiry prompt attention. Please
have the following information available to give the
Customer Assistance Representative:
Vehicle Identication Number (VIN). 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.
When contacting Cadillac, please remember that
your concern will likely be resolved at a dealer’s
facility. That is why we suggest you follow
Step One rst if you have a concern.
542

STEP THREE (Canadian Owners):
General Motors Participation in the
Mediation/Arbitration Program
In the event that you do not feel your concerns have
been addressed after the following the procedure
outlined in Steps One and Two. General Motors of
Canada Limited wants you to be aware of its
participation in a no-charge mediation/Arbitration
program. General Motors of Canada Limited has
committed to binding arbitration of owner disputes
involving factory-related vehicle service claims.
The program provides for the review of the facts
involved by an impartial third party arbiter, and may
include an informal hearing before the arbiter. The
program is designed so that the entire dispute
settlement process, from the time you le your
complaint to the nal decision, should be completed
in approximately 70 days. We believe our impartial
program offers advantages over courts in most
jurisdictions because it is informal, quick, and free
of charge.For further information concerning eligibility
in the Canadian Motor Vehicle Arbitration Plan
(CAMVAP), call toll-free 1-800-207-0685.
Alternatively you may call the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or you may
write to the Mediation/Arbitration Program at
the following address. Your inquiry should
be accompanied by your Vehicle Identication
Number (VIN).
Mediation/Arbitration Program
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1–163–005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
544

Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your GM
ownership needs. Specic vehicle information can
be found in one place.
The Online Owner Center allows you to:
Get e-mail service reminders.
Access information about your specic
vehicle, including tips and videos and
an electronic version of this owner manual.
Keep track of your vehicle’s service history
and maintenance schedule.
Find GM dealers for service nationwide.
Receive special promotions and privileges
only available to members.
Refer to www.MyGMLink.com on the web for
updated information and to register your vehicle.
My GM Canada (Canada only)
My GM Canada is a password-protected section
of gmcanada.com where you can save information
on GM vehicles, get personalized offers, and
use handy tools and forms with greater ease.
Here are a few of the valuable tools and services
you will 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 GM Dealers or Retailers.
My Driveway: Receive service reminders and
helpful advice on owning and maintaining
your vehicle.
My Preferences: Manage your prole,
subscribe to E-News and use tools and forms
with greater ease.
To sign up to My GM Canada, visit the My GM
Canada section within www.gmcanada.com.
545

Roadside Service
In the United States or Canada, call
1-800-882-1112
Service available 24 hours a day, 365 days a year.
Cadillac’s exceptional Roadside Service is more
than an auto club or towing service. It provides
every Cadillac owner with the advantage of
contacting a Cadillac advisor and, in the United
States, where available, a Cadillac trained
dealer technician who can provide on-site service.
Each United States technician travels with a
specially equipped service vehicle complete with
the necessary Cadillac parts and tools required to
handle most roadside repairs.
Who Is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. A person driving
this vehicle without the consent of the owner is
not eligible for coverage.
The following services are provided in the United
States during the Bumper-to-Bumper warranty
period and in Canada, during the Base Warranty
coverage period of the New Vehicle Limited
Warranty, up to a maximum coverage of $100.
These services are provided at a nominal charge
if the Cadillac is no longer covered by the
warranties listed previously. Roadside Service is
available only in the United States and Canada.
548

Cadillac Owner Privileges™
Roadside Service provides several Cadillac Owner
Privileges™ at “no charge,” throughout your
Cadillac Warranty Period — 48 months/
50,000 miles (80 000 km).
Emergency Road Service is performed on site for
the following situations:
Towing Service:Emergency towing from a
public roadway or highway to the nearest
dealership for warranty service or in the event
of a vehicle-disabling accident. Winch-out
assistance when the vehicle is mired in sand,
mud, or snow.
Battery Jump Starting:No-start occurrences
which require a battery jump start will be
covered at no charge.
Lock Out Assistance:To ensure security,
the driver must present the vehicle registration
and personal ID before lock-out service is
provided. Lock-out service will be covered at
no charge if you are unable to gain entry
into your vehicle. If your vehicle will not start,
Roadside Service will arrange to have
your vehicle towed to the nearest authorized
dealership. In the United States, replacement
keys made at the customer’s expense will
be delivered within 10 miles.
Fuel Delivery:Delivery of enough fuel for the
customer to get to the nearest service station
(approximately $5 in the United States and
10 litres in Canada). Service to provide diesel
may be restricted. For safety reasons,
propane and other alternative fuels will not be
provided through this service.
549

Flat Tire Change (Covers change only):
Installation of your spare tire, in good
condition, will be covered at no charge.
The customer is responsible for the repair or
replacement of the tire if not covered by a
warrantable failure.
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.
Additional Services for Canadian
Customers
Trip Routing Service:Upon request, Cadillac
Roadside Service will send you detailed,
computer-personalized maps, highlighting your
choice of either the most direct route or the
most scenic route to your destination,
anywhere in North America, along with any
helpful travel information we may have
pertaining to your trip. To request this service,
please call us toll-free at 1-800-268-6800.
We will make every attempt to send your
personalized trip routing as quickly as possible,
but it is best to allow three weeks before your
planned departure date. Trip routing requests
will be limited to six per calendar year.
Alternative Service:There may be times
when Roadside Service cannot provide timely
assistance. Your advisor may authorize you to
secure local emergency road service, and you
will be reimbursed up to $100 upon submission
of the original receipt to Cadillac Roadside
Service
®.
550

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 Cadillac dealership.
If beyond this radius, we will arrange to have your
car towed to the nearest Cadillac dealership.
For prompt and efficient assistance when calling,
please provide the following to the Roadside
Service Representative:
A description of the problem
Name, home address, home telephone
number
Location of your Cadillac and number you are
calling from
The model year, Vehicle Identication Number
(VIN), odometer reading, and date of deliveryWhile we hope you never have the occasion to
use our service, it is added security while traveling
for you and your family. Remember, we are
only a phone call away. In the United States or
Canada, customers call Roadside Service:
1-800-882-1112. Any customer who has access to
a (TTY) or a conventional teletypewriter can
communicate with Cadillac by dialing from the
United States or Canada1-888-889-2438— daily,
24 hours.
Cadillac and General Motors of Canada Limited
reserve the right to limit services or reimbursement
to an owner or driver when, in their sole discretion,
the claims become excessive in frequency or type
of occurrence.
Roadside Service is not part of or included in the
coverage provided by the New Vehicle Limited
Warranty. Cadillac and General Motors of Canada
Limited reserve the right to make any changes
or discontinue the Roadside Service program
at any time without notication.
551

Towing and Road Service Exclusions
Specically excluded from Roadside Service
coverage are towing or services for vehicles
operated on a non-public roadway or highway,
nes, impound towing caused by a violation
of local, Municipal, State, Provincial or Federal
law, and mounting, dismounting or changing
of snow tires, chains or other traction devices.
Courtesy Transportation
To enhance your ownership experience, we
and our participating dealers are proud to offer
Courtesy Transportation, a customer support
program for new vehicles.
For warranty repairs during the Bumper-to-Bumper
(United States) or Base Warranty Coverage
period (Canada), provided by the New Vehicle
Limited Warranty, interim transportation may
be available under the courtesy transportation
program. Several courtesy transportation options
are available when warranty repairs are required
to assist in reducing your inconvenience.Courtesy Transportation is not part of the new
Vehicle Limited Warranty and is available only at
participating dealers. A separate booklet entitled
“Warranty and Owner Assistance Information”
furnished with each new vehicle provides detailed
warranty coverage information.
Scheduling Service Appointments
When your vehicle requires warranty service,
you should contact your dealer and request an
appointment. By scheduling a service appointment
and advising your service consultant of your
transportation needs, your dealer can help
minimize your inconvenience.
If your vehicle cannot be scheduled into the
service department immediately, keep driving it
until it can be scheduled for service, unless,
of course, the problem is safety-related. If it is,
please call your dealership, let them know this,
and ask for instructions.
If the dealer requests that you simply drop the
vehicle off for service, you are urged to do so as
early in the work day as possible to allow for
the same day repair.
552