service CADILLAC STS 2007 1.G Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
524

Customer Assistance and Information....... 526
Customer Satisfaction Procedure............... 526
Online Owner Center................................. 528
Customer Assistance for Text Telephone
(TTY) Users........................................... 529
Customer Assistance Offices..................... 529
GM Mobility Reimbursement Program........ 530
Roadside Service...................................... 531
Courtesy Transportation............................. 534
Vehicle Data Collection and Event
Data Recorders...................................... 536
Collision Damage Repair........................... 538Reporting Safety Defects............................ 542
Reporting Safety Defects to the
United States Government..................... 542
Reporting Safety Defects to the
Canadian Government............................ 542
Reporting Safety Defects to
General Motors...................................... 542
Service Publications Ordering
Information............................................. 543
Section 7 Customer Assistance Information
525

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 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.
526

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.
528

Roadside Service
In the United States or Canada, call
1-800-882-1112. Service is available 24 hours a
day, 365 days a year.
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.
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: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.
531

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).
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
®.
532

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 (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. Each technician travels
with a specially equipped service vehicle complete
with the necessary Cadillac parts and tools
required to handle most roadside repairs.
Calling for Assistance
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 delivery
While 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.
533

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 General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Service program at
any time without notication.
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.The Courtesy Transportation program is
offered to 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.
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.
534

Transportation Options
Warranty service can generally be completed
while you wait. However, if you are unable to wait,
GM helps to 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
one-way or round trip shuttle service to a
destination up to 10 miles (16 km) from the
dealership.
Public Transportation or Fuel
Reimbursement
If your vehicle requires warranty repairs,
reimbursement of public transportation expenses
may be available, for up to a maximum of
ve days. In addition, should you arrange
transportation through a friend or relative,
reimbursement for reasonable fuel expenses may
be available, up to a ve-day maximum. Claim
amounts should reect actual costs and be
supported by original receipts.
Courtesy Rental Vehicle
Your dealer may arrange to provide you with a
courtesy rental vehicle or reimburse you for
a rental vehicle that you obtain if your vehicle is
kept for a warranty repair. Reimbursement
will be limited to a maximum amount per 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
it is not part of the New Vehicle Limited
Warranty. A separate booklet entitledWarranty
and Owner Assistance Informationfurnished with
each new vehicle provides detailed warranty
coverage information.
535

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 your dealer for
specic 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.Vehicle Data Collection and Event
Data Recorders
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 event by
computer systems, such as those commonly called
Event Data Recorders (EDR).
In a 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 data related to engine speed, brake
application, throttle position, vehicle speed, safety
belt usage, airbag readiness, airbag performance,
and the severity of a collision.
536