CADILLAC SEVILLE 2004 5.G Owners Manual

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-3
Customer Assistance for Text Telephone (TTY)
Users........................................................7-4
Customer Assistance Offices............................7-4
GM Mobility Program for Persons with
Disabilities..................................................7-5
Roadside Service...........................................7-6
Courtesy Transportation...................................7-7
Vehicle Data Collection and Event Data
Records...................................................7-10Reporting Safety Defects................................7-11
Reporting Safety Defects to the United States
Government..............................................7-11
Reporting Safety Defects to the Canadian
Government..............................................7-12
Reporting Safety Defects to General Motors.....7-12
Service Publications Ordering Information.........7-12
Section 7 Customer Assistance and Information
7-1

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 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, 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).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 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
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 first if you
have a concern.
STEP THREE:Both General Motors and your dealer
are committed to making sure you are completely
satisfied with your new vehicle. However, if you continue
to remain unsatisfied after following the procedure
outlined in Steps One and Two, you should file with the
BBB Auto Line Program to enforce any additional
rights you may have. Canadian owners refer to your
Warranty and Owner Assistance Information booklet for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP).
7-2

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
filing a court action, use of the program is free of
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 22203-1804
Telephone: 1-800-955-5100
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.Online Owner Center
The Owner Center is a resource for your GM ownership
needs. You can find your specific vehicle information
all in one place.
The Owner Center allows you to:
•Get e-mail service reminders.
•Access information about your specific vehicle,
including tips and videos and an electronic
version of this owner’s manual. (United States only)
•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. (United States only)
Refer to the web for updated information.
To register your vehicle, visit www.MyGMLink.com.
(United States) or My GM Canada within
www.gmcanada.com (Canada).
7-3

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 (2622). (TTY users
in Canada can dial 1-800-263-3830.)
Customer Assistance Offices
Cadillac encourages customers to call the toll-free
number for assistance. If a U.S. customer wishes to
write to Cadillac, the letter should be addressed
to Cadillac’s Customer Assistance Center.
United States – Customer Assistance
Cadillac Customer Assistance Center
Cadillac Motor Car Division
P.O. Box 33169
Detroit, MI 48232-5169
1-800-458-8006
1-800-833-2622 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-882-1112
Fax Number: 313-381-0022
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
Fax Number: 313-381-0022
From U.S. Virgin Islands:
1-800-496-9994
Fax Number: 313-381-0022
Canada – Customer Assistance
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-882-1112
7-4

Overseas – Customer Assistance
Please contact the local General Motors Business Unit.
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 Center
Paseo de la Reforma # 2740
Col. Lomas de Bezares
C.P. 11910, Mexico, D.F.
01-800-508-0000
Long Distance: 011-52-53 29 0 800
GM Mobility Program for Persons
with Disabilities
This program, available to
qualified applicants, can
reimburse you up to $1,000
toward eligible aftermarket
driver or passenger
adaptive equipment you
may require for your vehicle
(hand controls, wheelchair/
scooter lifts, etc.).
This program can also provide you with free resource
information, such as area driver assessment centers and
mobility equipment installers. The offer is available for
a limited period of time from the date of vehicle
purchase/lease. For more details, or to determine your
vehicle’s eligibility, see your GM dealer or call the
GM Mobility Assistance Center at 1-800-323-9935. Text
telephone (TTY) users, call 1-800-833-9935.
GM of Canada also has a Mobility Program. Call
1-800-GM-DRIVE (463-7483) for details. All TTY users
call 1-800-263-3830.
7-5

Roadside Service
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, where available, a Cadillac trained dealer
technician who can provide on-site service.
Each technician travels with a specially equipped
service vehicle complete with the necessary Cadillac
parts and tools required to handle most roadside repairs.
Cadillac Roadside Service
®can be reached by dialing
1-800-882-1112, 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 Cadillac is no
longer under warranty. Roadside Service is available only
in the United States and Canada.
Cadillac Owner Privileges™
Roadside Service provides several Cadillac Owner
Privileges™ at “no charge,” throughout yourCadillac
Warranty Period – 48 months/50,000 miles (80 000 km).
Emergency Road Service is performed on site for the
following situations:
•Towing Service
•Battery Jump Starting
•Lock Out Assistance
•Fuel Delivery
•Flat Tire Change (Covers change only)
•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.
7-6

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.
Reaching Roadside Service
Dial the toll-free Roadside Service number:
1-800-882-1112. An experienced Roadside Service
Advisor will assist you and request the following
information:
•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 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
1-888-889-2438 – daily, 24 hours.
Courtesy Transportation
Cadillac has always exemplified quality and value in its
offering of motor vehicles. To enhance your ownership
experience, we and our participating dealers are
proud to offer Courtesy Transportation, a customer
support program for new vehicles.
The Courtesy Transportation program is offered to retail
purchase/lease customers in conjunction with the
Bumper-to-Bumper coverage provided by the New
Vehicle Limited Warranty. Several transportation options
are available when warranty repairs are required. This will
reduce your inconvenience during warranty repairs.
7-7

Plan Ahead When Possible
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 same day repair.
Transportation Options
Warranty service can generally be completed while you
wait. However, if you are unable to wait Cadillac
helps minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
your dealer can offer you one of the following:
Shuttle Service
Participating dealers can provide you with shuttle
service to get you to your destination with minimal
interruption of your daily schedule. This includes a one
way or round trip shuttle service to a destination up
to 10 miles from the dealership.
Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs,
reimbursement (five days maximum) may be available
for the use of public transportation such as taxi or
bus. In addition, should you arrange transportation
through a friend or relative, reimbursement for
reasonable fuel expenses (five day maximum) may be
available. Claim amounts should reflect actual costs and
be supported by original receipts.
7-8

Courtesy Rental Vehicle
Your dealer may arrange to provide you with a courtesy
rental vehicle or reimburse you for a rental vehicle
you obtained if your vehicle is kept for a warranty repair.
Reimbursement will be limited to a maximum of $40 a
day and must be supported by receipts. This requires
that you sign and complete a rental agreement and meet
state, local and rental vehicle provider requirements.
Requirements vary and may include minimum age
requirements, insurance coverage, credit card, etc. You
are responsible for fuel usage charges and may also
be responsible for taxes, levies, usage fees, excessive
mileage or rental usage beyond the completion of
the repair.
Generally it is not possible to provide a like-vehicle as a
courtesy rental.
Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period, but itis
notpart of the New Vehicle Limited Warranty. A
separate booklet entitledWarranty and Owner
Assistance Informationfurnished with each new vehicle
provides detailed warranty coverage information.
Courtesy Transportation is available only at participating
dealers and all program options, such as shuttle
service, may not be available at every dealer. Please
contact you dealer for specific information about
availability. All Courtesy Transportation arrangements
will be administered by appropriate dealer personnel.
Canadian Vehicles:For warranty repairs during
the Complete Vehicle Coverage period of the General
Motors of Canada New Vehicle Limited Warranty,
alternative transportation may be available under the
Courtesy Transportation Program. Please consult
your dealer for details.
General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at
any time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described
herein at its sole discretion.
7-9

Vehicle Data Collection and Event
Data Records
Your vehicle, like other modern motor vehicles, has a
number of sophisticated computer systems that monitor
and control several aspects of the vehicle’s performance.
Your vehicle uses on-board vehicle computers to monitor
emission control components to optimize fuel economy,
to monitor conditions for airbag deployment and, if so
equipped, to provide anti-lock braking and to help the
driver control the vehicle in difficult driving situations.
Some information may be stored during regular
operations to facilitate repair of detected malfunctions;
other information is stored only in a crash or near crash
event by computer systems commonly called event data
recorders (EDR).
In a crash or near crash event, computer systems, such
as the Airbag Sensing and Diagnostic Module (SDM) in
your vehicle may record information about the condition
of the vehicle and how it was operated, such as engine
speed, brake applications, throttle position, vehicle
speed, seat belt usage, airbag readiness, airbag
performance data, and the severity of a collision.This information has been used to improve vehicle crash
performance and may be used to improve crash
performance of future vehicles and driving safety. Unlike
the data recorders on many airplanes, these on-board
systems do not record sounds, such as conversation of
vehicle occupants.
To read this information, special equipment is needed
and access to the vehicle or the SDM is required.
GM will not access information about a crash event or
share it with others other than
•with the consent of the vehicle owner or, if the
vehicle is leased, with the consent of the lessee,
•in response to an official request of police or similar
government office,
•as part of GM’s defense of litigation through the
discovery process, or
•as required by law.
7-10