CHEVROLET CAVALIER 1997 3.G Owners Manual

Downloaded from www.Manualslib.com manuals search engine 0 Section 8 Customer Assistance Infa- mation
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.
8-2
8-4
8-5
8-7
8-8
8-9 Customer Satisfaction Procedure
Customer Assistance
for Text Telephone
(TTY) Users
Chevrolet/Geo Roadside Assistance Program
Canadian Roadside Assistance
Courtesy Transportation
GM Participation in an Alternative Dispute
Resolution Program 8- 10
8-
10
8-11
8-11
8-11 Warranty
Information
Reporting Safety Defects to the United
States Government
Reporting Safety Defects to the
Canadian Government
Reporting Safety Defects to General Motors
Ordering Service and Owner Publications
in Canada

Downloaded from www.Manualslib.com manuals search engine Customer Satisfaction Procedure Chevrolet dealers have the facilities, trained technicians
and up-to-date information to promptly address any
concerns you may have. However,
if a concern has not
been resolved to your complete satisfaction, take the
following steps:
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.

Downloaded from www.Manualslib.com manuals search engine 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 Communication
Centre 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
0 In the Dominican Republic: 1-800-75 1-41 35
(English)
or 1-800-751-4136 (Spanish)
In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and the British
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM International
Product Center in Canada at: (905) 644-41 12.
Virgin
Islands: 1-800-534-0 122
8-3
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Downloaded from www.Manualslib.com manuals search engine For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
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, address your inquiry to:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 7047
Troy, MI 48007-7047
In Canada, write to: Refer to your Warranty and Owner Assistance
Information booklet for addresses of
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.)
General Motors
of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7

Downloaded from www.Manualslib.com manuals search engine Chevrolet/Geo Roadside
Assistance Program
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
1997 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:
Toll-free number, 1 -800-CHEV-USA
Free towing for warranty repairs
Basic over-the-phone technical advice
Available dealer services at reasonable costs (ie.,
wrecker services, locksmith/key service, glass
repair, etc.)
8-5

Downloaded from www.Manualslib.com manuals search engine ROADSIDE Cuurtesy TM Care PROVIDES:
Roadside Basic Care services (as outlined above)
Plus:
FREE Non-Warranty Towing (to the closest dealer
from a legal roadway)
FREE LocksmithKey Service (when keys are lost
FREE Flat Tire Service (spare installed on the road)
FREE Jump Start (at home or on the road)
FREE Fuel Delivery ($5 of fuel delivered on
on the road or locked inside)
the road) Chevrolet/Geo offers Courtesy Transportation
Tor
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 1997 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 1997 and newer Chevrolet/Geo
vehicles for a period of 3 years/36,000 miles (60
OOO km),
whichever occurs first. All Courtesy Care services must
be pre-arranged by Chevrolet Roadside or dealer
Service Management.
Basic Care and Courtesy Cure 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 Care and Courtesy Care
at any time.

Downloaded from www.Manualslib.com manuals search engine 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
Telephone number where you can be reached
0 Vehicle mileage
0 Description of problem Please
refer to the Roadside Assistance brochure
inside your owner information portfolio for
full
program details.
Canadian Roadside Assistance
Vehicles purchased in Canada have an 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.
8-7

Downloaded from www.Manualslib.com manuals search engine 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
1997 Chevrolet/Geo passenger cars and light duty
trucks (please see your selling dealer for details).
Courtesy Transportation includes:
0
0
0
0
One way shuttle ride for any warranty repair
completed during the same day.
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 (i.e., 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.
0
0 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.
For additional program details, contact your
Chevrolet/Geo dealer.
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.
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.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.

Downloaded from www.Manualslib.com manuals search engine GM Participation in an Alternative
Dispute Resolution Program
This program is available in all 50 states and the
District of Columbia. Canadian owners refer to your
Warranty and Owner Assistance Information booklet for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP). General Motors reserves the right to
change eligibility limitations andor to discontinue its
participation in this program.
Both Chevrolet and your Chevrolet dealer are committed
to IIliiking
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 automotive disputes. 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, Inc.
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203- 1804
Telephone: 1-800-955-5 100
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.
8-9

Downloaded from www.Manualslib.com manuals search engine 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.
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.
Warranty Information
Your vehicle comes with a separate warranty booklet
that contains detailed warranty information.
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.