service CADILLAC ESCALADE EXT 2009 3.G Owners Manual

Maintenance Record
After the scheduled services are performed, record the date, odometer reading, who performed the service, and the
type of services performed in the boxes provided. SeeMaintenance Requirements on page 7-2. Any additional
information fromOwner Checks and Services on page 7-9can be added on the following record pages. You should
retain all maintenance receipts.
Maintenance Record
DateOdometer
ReadingServiced By Maintenance Stamp Services Performed
7-17

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Maintenance Stamp Services Performed
7-18

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Maintenance Stamp Services Performed
7-19

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Maintenance Stamp Services Performed
7-20

Customer Assistance and Information...............8-2
Customer Satisfaction Procedure......................8-2
Online Owner Center......................................8-4
Customer Assistance for Text
Telephone (TTY) Users................................8-5
Customer Assistance Offices............................8-5
GM Mobility Reimbursement Program................8-6
Roadside Service...........................................8-7
Scheduling Service Appointments.....................8-9
Courtesy Transportation...................................8-9
Collision Damage Repair................................8-11Reporting Safety Defects................................8-14
Reporting Safety Defects to the United States
Government..............................................8-14
Reporting Safety Defects to the Canadian
Government..............................................8-14
Reporting Safety Defects to General Motors.....8-15
Service Publications Ordering Information.........8-15
Vehicle Data Recording and Privacy................8-16
Event Data Recorders...................................8-16
OnStar
®......................................................8-17
Navigation System........................................8-17
Radio Frequency Identication (RFID)..............8-17
Section 8 Customer Assistance Information
8-1

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 the vehicle
will be resolved by the 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, call the Cadillac Customer Assistance
Center, 24 hours a day, at 1-800-458-8006. In Canada,
call the Canadian Cadillac Customer Communication
Centre at 1-888-446-2000.We encourage you to call the toll-free number in order
to give your inquiry prompt attention. 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, remember that your concern
will likely be resolved at a dealer’s facility. That is
why we suggest following Step One rst.
STEP THREE (U.S. Owners):Both General Motors
and your dealer are committed to making sure you are
completely satised with your new vehicle. However,
if you continue to remain unsatised after following the
procedure outlined in Steps One and Two, you can
le with the Better Business Bureau (BBB) Auto
Line Program to enforce your rights.
The BBB Auto Line Program is an out of court program
administered by the Council of Better Business
Bureaus to settle automotive disputes regarding vehicle
repairs or the interpretation of the New Vehicle
Limited Warranty. Although you may be required to
resort to this informal dispute resolution program prior to
ling a court action, use of the program is free of
8-2

charge and your case will generally be heard within
40 days. If you do not agree with the decision given in
your case, you may reject it and proceed with any other
venue for relief available to you.
You may contact the BBB Auto Line Program using the
toll-free telephone number or write them at the
following address:
BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
Telephone: 1-800-955-5100
dr.bbb.org/goauto
This program is available in all 50 states and the District
of Columbia. Eligibility is limited by vehicle age,
mileage and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.
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 Motorsof 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, or call the General Motors
Customer Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or write to
the Mediation/Arbitration Program at the following
address:
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
Your inquiry should be accompanied by the Vehicle
Identication Number (VIN).
8-3

Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/cadillac
Information and services customized for your specic
vehicle — 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 specic 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 of
www.gm.ca 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/retailers.
My Driveway: Access quick links to parts and
service estimates, check trade-in values, or
schedule a service appointment by adding the
vehicles you own to your driveway prole.
My Preferences: Manage your prole and use tools
and forms with greater ease.
To sign up, visit the My GM Canada section within
www.gm.ca.
8-4

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.
Calling for Assistance
When calling Roadside Assistance, have the following
information 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 Identication 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 rst.
In the U.S., anyone driving the vehicle is covered. In
Canada, a person driving the vehicle without permission
from the owner is not covered.Roadside Assistance is not a part of the New Vehicle
Limited Warranty. Cadillac and General Motors of
Canada Limited reserve the right to make any changes
or discontinue the Roadside Assistance program at
any time without notication.
Cadillac and General Motors of Canada Limited reserve
the right to limit services or payment to an owner or
driver if they decide the claims are made too often, or
the same type of claim is made many times.
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 may
be available if you have OnStar
®. For security
reasons, the driver must present identication
before this service is given.
Emergency Tow From a Public Road or
Highway:Tow to the nearest Cadillac dealer for
warranty service, or if the vehicle was in a crash and
cannot be driven. Assistance is also given when
the vehicle is stuck in the sand, mud, or snow.
8-7

Flat Tire Change:Service is provided to change a
at tire with spare tire. The spare tire, if equipped,
must be in good condition and properly inated.
It is your responsibility for the repair or replacement
of 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 either
with the most direct route or the most scenic route.
Additional travel information is also available.
Allow three weeks for delivery.
Trip Interruption Benets and Assistance:If your
trip is interrupted due to a warranty failure, incidental
expenses may be reimbursed during the
5 year/100,000 miles (160 000 km) Powertrain
warranty period. Items considered are hotel, meals,
and rental car.
Cadillac Technician Roadside Service
(U.S. only)
Cadillac’s exceptional Roadside Service is more than an
auto club or towing service. It provides every Cadillac
owner in the United States with the advantage of
contacting a Cadillac advisor and, where available, a
Cadillac trained dealer technician who can provide
on-site service.A dealer technician will travel to your location within a
30 mile radius of a participating Cadillac dealership.
If beyond this radius, we will arrange to have your car
towed to the nearest Cadillac dealership. Each
technician travels with a specially equipped service
vehicle complete with the necessary Cadillac parts and
tools required to handle most roadside repairs.
Services Not Included in Roadside
Assistance
Impound towing caused by violation of any laws.
Legal nes.
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 Specic to Canadian
Purchased Vehicles
Fuel delivery:Reimbursement is approximately
$5 Canadian. Diesel fuel delivery may be
restricted. Propane and other fuels are not provided
through this service.
Lock-Out Service:Vehicle registration is required.
Trip Routing Service:Limit of six requests
per year.
8-8