service CHEVROLET AVALANCHE 2008 2.G Owners Manual

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

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to Chevrolet. 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 U.S., call the Chevrolet Customer Assistance
Center at 1-800-222-1020. In Canada, call General
Motors of Canada Customer Communication Centre at
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. 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 Chevrolet, 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 should
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.
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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 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
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:In the event that
you do not feel your concerns have been addressed
after following the procedure outlined in Steps 1 and 2,
General Motors of Canada Limited wants you to be aware
of its participation in a no-charge Mediation/ArbitrationProgram. 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 about 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
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).
7-3

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/retailers 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.
7-4

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 Reimbursement
Program
This program, available to qualied applicants, can
reimburse you up to $1,000 of the cost of eligible
aftermarket adaptive equipment required for your vehicle,
such as hand controls or a wheelchair/scooter lift.The offer is available for a very limited period of time
from the date of vehicle purchase/lease. For more
details, or to determine your vehicle’s eligibility, visit
gmmobility.com or call the GM Mobility Assistance
Center at 1-800-323-9935. Text telephone (TTY)
users, call 1-800-833-9935.
General Motors of Canada also has a Mobility Program.
Call 1-800-GM-DRIVE (463-7483) for details.
TTY users call 1-800-263-3830.
Roadside Assistance Program
For vehicles purchased in the U.S., call
1-800-CHEV-USA (1-800-243-8872);
(Text telephone (TTY): 1-888-889-2438).
For vehicles purchased in Canada, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
As the owner of a new Chevrolet vehicle, you are
automatically enrolled in the Chevrolet Roadside
Assistance program.
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. In Canada, a person
driving this vehicle without the consent of the owner
is not eligible for coverage.
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Services Provided
The following services are provided in the U.S. and
Canada up to 5 years/100,000 miles (160 000 km),
whichever occurs rst, and, in Canada only, up
to a maximum coverage of $100.
Fuel Delivery:Delivery of enough fuel for the
vehicle to get to the nearest service station
(approximately $5 in Canada). In Canada, service
to provide diesel may be restricted. For safety
reasons, propane and other alternative fuels will
not be provided through this service.
Lock-out Service:Lock-out service will be covered
at no charge if you are unable to gain entry into your
vehicle. A remote unlock may be available if you
have an active OnStar
®subscription. To ensure
security, the driver must present personal
identication before lock-out service is provided.
In Canada, the vehicle registration is also required.
Emergency Tow From a Public Roadway or
Highway:Tow to the nearest dealership for warranty
service or in the event of a vehicle-disabling crash.
Winch-out assistance is provided when the vehicle is
mired in sand, mud, or snow.
Flat Tire Change:Installation of a spare tire in good
condition, when equipped and properly inated, is
covered at no charge. The customer is responsible
for the repair or replacement of the tire if not covered
by a warrantable failure.
Jump Start:A battery jump start is covered at no
charge if the vehicle does not start.
Trip Routing Service (Canada only):Upon
request, Roadside Assistance 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 helpful travel information
pertaining to your trip.
Please allow three weeks before your planned
departure date. Trip routing requests will be limited
to six per calendar year.
7-7

Trip Interruption Benets and Assistance
(Canada only):In the event of a warranty related
vehicle disablement, while en route and over
250 kilometres from the original point of departure,
you may qualify for trip interruption expense
assistance. This assistance covers reasonable
reimbursement of up to a maximum of $500
(Canadian) for (A) meals (maximum of $50/day),
(B) lodging (maximum of $100/night) and
(C) alternate ground transportation (maximum of
$40/day). This benet is to assist you with some of
the unplanned expense you may incur while waiting
for your vehicle to be repaired.
Pre-authorization, original detailed receipts and a
copy of the repair order are required.
Once authorization has been given, your advisor will
help you make any necessary arrangements and
explain how to claim for trip interruption expense
assistance.
Alternative Service (Canada only):There may be
times, when Roadside Assistance 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 Roadside Assistance.In many instances, mechanical failures may be covered.
However, any cost for parts and labor for non-warranty
repairs are the responsibility of the driver.
Chevrolet 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.
Calling for Assistance
For prompt and efficient assistance when calling, please
provide the following to the Roadside Assistance
Representative:
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
7-8

Towing and Road Service Exclusions
Specically excluded from Roadside Assistance
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.
Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Chevrolet and General Motors of Canada Limited
reserve the right to make any changes or discontinue
the Roadside Assistance program at any time without
notication.
Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer/retailer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer/retailer 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/retailer,
let them know this, and ask for instructions.
If the dealer/retailer 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.
Courtesy Transportation
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the Bumper to Bumper (Base Warranty Coverage
period in Canada) and extended powertrain warranty
in both the U.S. and Canada.
Several courtesy transportation options are available to
assist in reducing your inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled “Warranty
and Owner Assistance Information” furnished with each
new vehicle provides detailed warranty coverage
information.
7-9

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
Shuttle service is the preferred means of offering
Courtesy Transportation. Dealers may 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 within reasonable
time and distance parameters of the dealer’s area.
Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs,
and public transportation is used instead of the dealer’s
shuttle service, the expense must be supported by
original receipts and can only be up to the maximum
amount allowed by GM for shuttle service. In addition,
for U.S. customers, should you arrange transportation
through a friend or relative, limited reimbursement
for reasonable fuel expenses may be available.Claim amounts should reect actual costs and be
supported by original receipts. See your dealer for
information regarding the allowance amounts for
reimbursement of fuel or other transportation costs.
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 an overnight warranty
repair. Rental reimbursement will be limited and must
be supported by original receipts. This requires that you
sign and complete a rental agreement and meet state/
provincial, 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.
It may not be possible to provide a like-vehicle as a
courtesy rental.
7-10

Additional Program Information
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.
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.
Collision Damage Repair
If your vehicle is involved in a collision and it is
damaged, have the damage repaired by a qualied
technician using the proper equipment and quality
replacement parts. Poorly performed collision repairs
diminish your vehicle’s resale value, and safety
performance can be compromised in subsequent
collisions.
Collision Parts
Genuine GM Collision parts are new parts made with
the same materials and construction methods as the
parts with which your vehicle was originally built. Genuine
GM Collision parts are your best choice to ensure that
your vehicle’s designed appearance, durability, and
safety are preserved. The use of Genuine GM parts
can help maintain your GM New Vehicle Warranty.
Recycled original equipment parts may also be used for
repair. These parts are typically removed from vehicles
that were total losses in prior crashes. In most cases,
the parts being recycled are from undamaged sections
of the vehicle. A recycled original equipment GM
part, may be an acceptable choice to maintain your
vehicle’s originally designed appearance and safety
performance, however, the history of these parts is not
known. Such parts are not covered by your GM New
Vehicle Limited Warranty, and any related failures
are not covered by that warranty.
Aftermarket collision parts are also available. These are
made by companies other than GM and may not have
been tested for your vehicle. As a result, these parts may
t poorly, exhibit premature durability/corrosion problems,
and may not perform properly in subsequent collisions.
Aftermarket parts are not covered by your GM New
Vehicle Limited Warranty, and any vehicle failure related
to such parts are not covered by that warranty.
7-11