CHEVROLET ASTRO 1996 Owners Manual

Section 8 Customer Assistance Information
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Here you will find out how to contact Chevrolet if
you need assistance. This section also tells you how
to obtain service publications and how
to report any
safety defects.
This section includes information on:
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The Customer Satisfaction Procedure
Customer Assistance for Text
Telephone (TTY) Users
Roadside Assistance
Courtesy Transportation
BBB Auto Line -- Alternative Dispute
Resolution Program
Reporting Safety Defects
Service and Owner Publications
Customer Satisfaction Procedure
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Your satisfaction and goodwill are important to your
dealer and Chevrolet. Normally, any concern
you may
have with your vehicle can be handled by your selling or
servicing dealer. Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address
any issue which may arise. Chevrolet
has empowered its dealers to make decisions and repair
vehicles, and
they are eager to resolve your concern to
your complete satisfaction. If your concern has
not been
resolved
to your satisfaction, take the following steps:
STEP ONE -- Discuss your concern with a member
of dealer 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 Chevrolet Customer Assistance
Center by calling 1-800-222- 1020.
In Canada,
contact GM
of Canada Customer Assistance Center
in Oshawa by calling 1-800-263-3777 (English)
or 1-800-263-7854 (French). For help outside
of the United States and
Canada, call
the following numbers as appropriate:
In Mexico: (525) 625-3256
In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-75 1-4136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
0 In all other Caribbean countries: 1-809-763- 13 15
In other overseas locations, call GM North American
Export Sales
in Canada at: 1-905-644-4 1 12.

For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
0 Your name, address, home and business
telephone numbers
0 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.)
0 Dealership name and location
0 Vehicle delivery date and present mileage
Nature of concern
We encourage
you to call us so we can give your inquiry
prompt attention. However,
if you wish to write
Chevrolet, write to:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 7047
Troy,
MI 48007-7047 Refer
to your Warranty and Owner Assistance
Information booklet for addresses
of Canadian and
GM Overseas offices.
When contacting Chevrolet, please remember that
your concern will likely be resolved
in the dealership,
using the dealer’s facilities, equipment and personnel.
That is why we suggest you follow Step One first if
you have a concern.
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),
Chevrolet has TTY equipment available at
its Customer
Assistance Center.
Any TTY user can communicate with
Chevrolet by dialing: 1-800-833-CHEV. (TTY users
in
Canada can dial 1-800-263-3830.)
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Chevrolet/Geo Roadside
Assistance Program
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To enhance Chevrolet’s strong commitment to customer
satisfaction, Chevrolet is excited
to announce the
establishment of the Chevrolet/Geo Roadside Assistance
Center. As the owner of a
1996 Chevrolet/Geo,
membership in Roadside Assistance
is free. Roadside Assistance is available
24 hours
a day,
365 days a year, by calling 1-800-CHEV-USA
(1-800-243-8872). This toll-free number will provide
you over-the-phone roadside assistance with minor
mechanical problems.
If your problem cannot be
resolved over the phone, our advisors have
access to a
nationwide network of dealer recommended service
providers. Roadside membership is free, however some
services may incur costs.
Roadside offers two levels of service
to the customer,
Basic Care and Courtesy” Care:
0 Toll-free number, 1 -800-CHEV-USA
0 Free towing for warranty repairs
0 Basic over-the-phone technical advice
Available dealer services at reasonable costs (ie.,
wrecker services, locksmith/key service, glass
repair, etc.)
ROADSIDE
Courtesy ” Care PROVIDES:
0 Roadside Basic Care services (as outlined above)
Plus:
0 FREE Non-Warranty Towing (to the closest dealer
from
a legal roadway)
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0 FREE Locksmith/Key Service (when keys are lost
on the road or locked inside)
0 FREE Flat Tire Service (spare installed on the road)
0 FREE Jump Start (at home or on the road)
0 FREE Fuel Delivery ($5 of fuel delivered on
the road)
Chevrolet/Geo offers Courtesy Transportation for
customers needing warranty service. Courtesy
Transportation will be offered in conjunction with
the coverage provided by the Bumper to Bumper
New Vehicle Limited Warranty to eligible purchasers
of 1996 Chevrolet/Geo passenger car and light duty
trucks. (Please see your selling dealer for details.)
Note:
Courtesy Care is available to Retail and Retail Lease
Customers operating
1996 and newer ChevroletlGeo
vehicles for a period
of 36 months/36,000 miles,
whichever occurs first.
All Courtesy Care services
must be pre-arranged by Chevrolet Roadside
or dealer
Service Management.
Basic Care and Courtesy Care are not part of or
included
in the coverage provided by the New Vehicle
Limited Warranty. Chevrolet reserves the right to
modify or discontinue
Basic C~re and Courtesy Care
at any time. For
complete program details, see your Chevrolet/Geo
dealer to obtain
a Roadside Assistance Center brochure.
The Roadside Assistance Center uses companies that
will provide
you with quality and priority service. When
roadside services are required, our advisors will explain
any payment obligations that may be incurred for
utilizing outside services.
For prompt assistance when calling, please have the
following available to give
to the advisor:
Vehicle Identification Number (VIN)
License plate number
0 Vehicle color
0 Vehicle location
0 Telephone number where you can be reached
Vehicle mileage
0 Description of problem
Please refer
to the Roadside Assistance brochure
inside your owner information portfolio for
full
program details.
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Canadian Roadside Assistance
Vehicles purchased in Canada have afi extensive
Roadside Assistance program accessible from anywhere
in Canada or the United States. Please refer
to the
separate brochure provided by the dealer or call
1-800-268-6800 for emergency services.
Courtesy Transportation
Chevrolet/Geo offers Courtesy Transportation for
customers needing warranty service. Courtesy
Transportation will be offered in conjunction with the
coverage provided by the Bumper to Bumper New
Vehicle Limited Warranty to retail purchasers of
1996 Chevrolet/Geo passenger cars and light duty
trucks (please see your selling dealer for details).
Courtesy Transportation includes:
One way shuttle ride for any warranty repair
completed during the same day.
0 Up to $30 maximum daily vehicle rental allowance for
any overnight warranty repair up to five days,
OR
Up to $30 maximum daily cab, bus or other
transportation allowance in lieu of rental for any
overnight warranty repair up
to five days, OR
Up to $10 daily fuel allowance for rides provided by
another person (Le., friend, neighbor, etc.) in
lieu of rental
for
any overnight warranty repair up to five days.
Note: All Courtesy Transportation arrangements will
be administered by your Chevrolet/Geo dealer
service management. Claim amounts should reflect
all actual costs.
Chevrolet/Geo Courtesy Transportation is not part
of the Bumper
to Bumper New Vehicle Limited
Warranty. Chevrolet/Geo reserves the right
to make
any changes or discontinue Courtesy Transportation
at any time without notification.
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For additional program details, contact your
Chevrolet/Geo dealer.
In Canada, please consult your
GM dealer for
information on Courtesy Transportation.
Some state insurance regulations make it impractical to
rent vehicles to people under 21 years of age.
If you are
under
21 and have difficulty renting a vehicle, Chevrolet
will reimburse
up to $30/day for documented
transportation
you receive.
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For warranty repairs during the Complete Vehicle
Coverage period
in the New Vehicle Limited Warranty,
interim transportation may be available under the
Courtesy Transportation Program. Please consult your
dealer for details. The Roadside Assistance program is
available only
in the United States and Canada.
GM Participation in BBB AUTO
LINE -- Alternative Dispute
Resolution Program*
*This program may not be available in all states,
depending on state law. Canadian owners refer to your
Warranty and Owner Assistance Information booklet.
General Motors reserves the right to change eligibility
limitations and/or to discontinue
its participation in
this program.
Both Chevrolet and your Chevrolet dealer are committed
to making sure you are completely satisfied with your new
vehicle. Our experience has shown that,
if a situation
arises where you feel your concern has not been
adequately addressed, the Customer Satisfaction Procedure
described earlier
in this section is very successful. There
may be
instances where an impartial third party
can assist
in arriving at a solution to a disagreement
regarding vehicle repairs or interpretation of the New
Vehicle Limited Warranty. To assist
in resolving these
disagreements, Chevrolet voluntarily participates
in
BBB AUTO LINE.
BBB AUTO LINE is an out-of-court program
administered by
the Better Business Bureau system to
settle disputes between customers and automobile
manufacturers. This program
is available free of charge
to customers who currently own or lease a
GM vehicle.
If you are not satisfied after following the Customer
Satisfaction Procedure, you may contact the
BBB using
the toll-free telephone number, or write them
at the
following address:
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
Telephone: 1-800-955-5 100
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To file a claim, you will be asked to provide your name
and address, your Vehicle Identification Number (VIN)
and
a statement of the nature of your complaint.
Eligibility is limited by vehicle age and mileage, and
other factors.
We prefer you utilize the Customer Satisfaction
Procedure before
you resort to AUTO LINE, but you
may contact the BBB at any time. The BBB will attempt
to resolve the complaint serving as an intermediary
between
you and Chevrolet. If this mediation is
unsuccessful, an informal hearing will be scheduled
where eligible customers may present their case to an
impartial third-party arbitrator.
The arbitrator will make a decision which
you may
accept or reject. If
you accept the decision, GM will be
bound by that decision. The entire dispute resolution
procedure should ordinarily take about
40 days from the
time
you file a claim until a decision is made.
Some state laws may require
you to use this program
before filing a claim with a state-run arbitration program
or in the courts. For further information, contact the
BBB at 1-800-955-5
100 or the Chevrolet Customer .
Assistance Center at 1-800-222- 1020.
REPORTING SAFETY DEFECTS
TO THE UNITED
STATES
GOVERNMENT
If you believe that your vehicle has a defect which could
cause a crash or could cause injury or death,
you should
immediately inform the National Highway Traffic
Safety Administration (NHTSA), in addition to
notifying General Motors.
If NHTSA receives similar complaints, it may open an
investigation, and if it finds that a safety defect exists in
a group of vehicles,
it may order a recall and remedy
campaign. However, NHTSA cannot become involved
in individual problems between you, your dealer or
General Motors.
To contact NHTSA, you may either call
the Auto Safety
Hotline toll-free at 1-800-424-9393 (or 366-0123 in the
Washington, D.C. area) or write to:
NHTSA,
U.S. Department of Transportation
Washington, D.C. 20590
You can also obtain other information about motor
vehicle safety from the Hotline.
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REPORTING SAFETY DEFECTS TO
THE CANADIAN GOVERNMENT
If you live in Canada, and you believe that your vehicle
has
a safety defect, you should immediately notify
Transport Canada,
in addition to notifying General
Motors
of Canada Limited. You may write to:
Transport Canada
Box 8880
Ottawa, Ontario K1 G 352
REPORTING SAFETY DEFECTS
TO GENERAL MOTORS
In addition to notifying NHTSA (or Transport Canada)
in a situation like this, we certainly hope you’ll notify
us. Please call us
at 1-800-222- 1020 or write:
Chevrolet
Motor Division
Chevrolet Customer Assistance Center
P.O. Box 7047
Troy, Michigan 48007-7047
In Canada, please call us at 1-800-263-3777 (English)
or 1-800-263-7854 (French). Or, write:
General Motors
of Canada Limited
Customer Assistance Center 1908 Colonel
Sam Drive
Oshawa, Ontario L
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Service and Owner Publications
Service manuals, service bulletins, owner’s manuals and
other service literature are available for purchase for all
current and many past model General Motors vehicles.
Toll-free telephone numbers for ordering information:
United States
. . . . . . . 1-800-551-4123
Canada
. . . . . . 1-800-668-5539
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Service Manuals
Service ,manuals contain diagnostic and repair
information for all chassis and body systems. They
may be useful for owners who wish to get a greater
understanding of their vehicle. They are also useful for
owners with the appropriate skill level or training who
wish to perform “do-it-yourself’ service. These are
authentic General Motors service manuals meant for
professional, qualified technicians.
Service Bulletins
Service bulletins covering various subjects are regularly
sent to all General Motors dealerships. GM monitors
product performance in the field. When service methods
are found which promote better service on
GM vehicles,
bulletins are created to help the technician perform
better service. Service bulletins may involve any number
of vehicles. Some will describe inexpensive
service; others will describe expensive service. Some
will advise of new or unexpected conditions, and others
may help avoid future costly repairs. Service bulletins
are meant for qualified technicians. In some cases
bulletins refer to service manuals, specialized tools,
equipment and safety procedures necessary
to service
the vehicle. Since these bulletins are issued throughout
the model year and beyond, an index is required and
published quarterly to help identify specific bulletins.
Subscriptions are available. You can order an index at
the toll-free numbers listed previously, or ask
a GM
dealer to see an index or individual bulletin.
Owner Publications
Owner’s manuals, warranty folders and various owner
assistance booklets provide owners with general
operation and maintenance information.
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