phone CHEVROLET CRUZE 2019 Track Prep Guide

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Customer Information 341
Customer
Information
Customer Information
Customer SatisfactionProcedure . . . . . . . . . . . . . . . . . . . 341
Customer Assistance Offices . . . . . . . . . . . . . . . . . . . . . . 343
Customer Assistance for Text Telephone (TTY) Users . . . . . 344
Online Owner Center . . . . . . . . . 344
GM Mobility Reimbursement Program . . . . . . . . . . . . . . . . . . . . 345
Roadside Assistance Program . . . . . . . . . . . . . . . . . . . . 345
Scheduling Service Appointments . . . . . . . . . . . . . . . 347
Courtesy Transportation Program . . . . . . . . . . . . . . . . . . . . 347
Collision Damage Repair . . . . . 348
Publication Ordering Information . . . . . . . . . . . . . . . . . . 350
Radio Frequency Statement . . . . . . . . . . . . . . . . . . . 351
Reporting Safety Defects
Reporting Safety Defects tothe United States
Government . . . . . . . . . . . . . . . . . 352
Reporting Safety Defects to the Canadian
Government . . . . . . . . . . . . . . . . . 352
Reporting Safety Defects to General Motors . . . . . . . . . . . . . 352
Vehicle Data Recording and
Privacy
Vehicle Data Recording andPrivacy . . . . . . . . . . . . . . . . . . . . . . 353
Event Data Recorders . . . . . . . . 353
OnStar . . . . . . . . . . . . . . . . . . . . . . . 354
Infotainment System . . . . . . . . . . 354
Customer 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 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 your dealership or the general
manager.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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342 Customer Information
STEP TWO :If after contacting a
member of dealership management,
it appears your concern cannot be
resolved by your 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 Care 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 Identification
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 first.
STEP THREE
—U.S. Owners :
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
can file 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. 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.
3033 Wilson Boulevard
Suite 600
Arlington, VA 22201
Telephone: 1-800-955-5100
http://www.bbb.org/council/
programs-services/
dispute-handling-and-resolution/
bbb-auto-line
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.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Customer Information 343
STEP THREE—Canadian
Owners : In the event that you do
not feel your concerns have been
addressed after following the
procedure outlined in Steps One
and Two, General Motors of Canada
Company wants you to be aware of
its participation in a no-charge
Mediation/Arbitration Program.
General Motors of Canada
Company 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 file your complaint
to the final 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 Care
Centre, 1-800-263-3777 (English),
1-800-263-7854 (French),
or write to:
The Mediation/Arbitration Program
c/o Customer Care Centre
General Motors of Canada
Company
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Your inquiry should be accompanied
by the Vehicle Identification
Number (VIN).Customer Assistance
Offices
Chevrolet encourages customers to
call the toll-free number for
assistance. However, if a customer
wishes to write or e-mail Chevrolet,
the letter should be addressed to:
United States and Puerto Rico
Chevrolet Motor Division
Chevrolet Customer Assistance
Center
P.O. Box 33170
Detroit, MI 48232-5170
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text
Telephone Devices (TTYs))
Roadside Assistance:
1-800-243-8872
From U.S. Virgin Islands:
1-800-496-9994

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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344 Customer Information
Canada
General Motors of Canada
Company
Customer Care Centre, Mail Code:
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text
Telephone devices (TTYs))
Roadside Assistance:
1-800-268-6800
Overseas
Please contact the local General
Motors Business Unit.
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 inthe U.S. can communicate with
Chevrolet by dialing:
1-800-833-2438. TTY users in
Canada can dial 1-800-263-3830.
Online Owner Center
Online Owner Experience
(U.S.) my.chevrolet.com
The Chevrolet online owner
experience allows interaction with
Chevrolet and keeps important
vehicle-specific information in one
place.
Membership Benefits
E:
Download owner ’s manuals
and view vehicle-specific how-to
videos.
G: View maintenance schedules,
alerts, and Vehicle Diagnostic
Information. Schedule service
appointments.
I: View and print dealer-recorded
service records and self-recorded
service records.
D: Select a preferred dealer and
view locations, maps, phone
numbers, and hours.
r: Track your vehicle’s warranty
information.
J: View active recalls by Vehicle
Identification Number (VIN). See
Vehicle Identification Number (VIN)
0 337.
H:View GM Card, SiriusXM
Satellite radio (if equipped), and
OnStar account information (if
equipped).
F: Chat with online help
representatives.
See my.chevrolet.com to register
your vehicle.
Chevrolet Owner Centre
(Canada)
www.chevroletowner.ca
Visit the Chevrolet Owner Centre:
. Chat live with online help
representatives.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Customer Information 345
.Locate owner resources such as
lease-end, financing, and
warranty information.
. Retrieve your favorite articles,
quizzes, tips, and multimedia
galleries organized into the
Featured Articles and Auto Care
Sections.
. Download owner ’s manuals.
. Find the
Chevrolet-recommended
maintenance services.
GM Mobility
Reimbursement Program
This program is available to
qualified applicants for cost
reimbursement, up to certain limits,
of eligible aftermarket adaptive
equipment required for the vehicle, such as hand controls or a
wheelchair/scooter lift for the
vehicle.
To learn about the GM Mobility
program, see www.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. See www.gm.ca
or call 1-800-GM-DRIVE
(800-463-7483) for details. TTY
users call 1-800-263-3830.
Roadside Assistance
Program
For U.S.-purchased vehicles, call
1-800-243-8872. (Text Telephone
(TTY): 1-888-889-2438.)
For Canadian-purchased vehicles,
call 1-800-268-6800.
Service is available 24 hours a day,
365 days a year.
Calling for Assistance
When calling Roadside Assistance,
have the following information
ready:
.
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
Identification Number (VIN), and
delivery date of the vehicle
. Description of the problem
Coverage
Services are provided for the
duration of the vehicle’s powertrain
warranty.
In the U.S., anyone driving the
vehicle is covered. In Canada, a
person driving the vehicle without
permission from the owner is not
covered.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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350 Customer Information
puts you in danger, or you are
instructed to move it by a police
officer.
Give only the necessary information
to police and other parties involved
in the crash.
For emergency towing see
Roadside Assistance Program
0345.
Gather the following information:
. Driver name, address, and
telephone number
. Driver license number
. Owner name, address, and
telephone number
. Vehicle license plate number
. Vehicle make, model, and
model year
. Vehicle Identification
Number (VIN)
. Insurance company and policy
number
. General description of the
damage to the other vehicle Choose a reputable repair facility
that uses quality replacement parts.
See
“Collision Parts” earlier in this
section.
If the airbag has inflated, see What
Will You See after an Airbag
Inflates? 078.
Managing the Vehicle Damage
Repair Process
In the event that the vehicle requires
damage repairs, GM recommends
that you take an active role in its
repair. If you have a pre-determined
repair facility of choice, take the
vehicle there, or have it towed there.
Specify to the facility that any
required replacement collision parts
be original equipment parts, either
new Genuine GM parts or recycled
original GM parts. Remember,
recycled parts will not be covered by
the GM vehicle warranty.
Insurance pays the bill for the repair,
but you must live with the repair.
Depending on your policy limits,
your insurance company may
initially value the repair using
aftermarket parts. Discuss this with the repair professional, and insist on
Genuine GM parts. Remember,
if the vehicle is leased, you may be
obligated to have the vehicle
repaired with Genuine GM parts,
even if your insurance coverage
does not pay the full cost.
If another party's insurance
company is paying for the repairs,
you are not obligated to accept a
repair valuation based on that
insurance company's collision policy
repair limits, as you have no
contractual limits with that company.
In such cases, you can have control
of the repair and parts choices as
long as the cost stays within
reasonable limits.
Publication Ordering
Information
Service Manuals
Service manuals have the diagnosis
and repair information on the
engine, transmission, axle,
suspension, brakes, electrical
system, steering system, body, etc.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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354 Customer Information
These data can help provide a
better understanding of the
circumstances in which crashes and
injuries occur.
Note
EDR data are recorded by your
vehicle only if a non-trivial crash
situation occurs; no data are
recorded by the EDR under normal
driving conditions and no personal
data (e.g., name, gender, age, and
crash location) are recorded.
However, other parties, such as law
enforcement, could combine the
EDR data with the type of
personally identifying data routinely
acquired during a crash
investigation.
To read data recorded by an EDR,
special equipment is required, and
access to the vehicle or the EDR is
needed. In addition to the vehicle
manufacturer, other parties, such as
law enforcement, that have the
special equipment, can read the
information if they have access to
the vehicle or the EDR.GM will not access these data or
share it with others except: 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 by police or
similar government office; as part of
GM's defense of litigation through
the discovery process; or, as
required by law. Data that GM
collects or receives may also be
used for GM research needs or may
be made available to others for
research purposes, where a need is
shown and the data is not tied to a
specific vehicle or vehicle owner.
OnStar
If the vehicle is equipped with
OnStar and has an active service
plan, additional data may be
collected through the OnStar
system. This includes information
about the vehicle’s operation;
collisions involving the vehicle; the
use of the vehicle and its features;
and, in certain situations, the
location and approximate GPS
speed of the vehicle. Refer to theOnStar Terms and Conditions and
Privacy Statement on the OnStar
website.
See
OnStar Additional Information
0 357.
Infotainment System
If the vehicle is equipped with a
navigation system as part of the
infotainment system, use of the
system may result in the storage of
destinations, addresses, telephone
numbers, and other trip information.
See the infotainment manual for
information on stored data and for
deletion instructions.

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OnStar 357
Security
If equipped, OnStar provides these
services:
.With Stolen Vehicle Assistance,
OnStar Advisors can use GPS to
pinpoint the vehicle and help
authorities quickly recover it.
. With Remote Ignition Block,
if equipped, OnStar can block
the engine from being restarted.
. With Stolen Vehicle Slowdown,
if equipped, OnStar can work
with law enforcement to
gradually slow the vehicle down.
Theft Alarm Notification
If equipped, if the doors are locked
and the vehicle alarm sounds, a
notification by text, e-mail, or phone
call will be sent. If the vehicle is
stolen, an OnStar Advisor can work
with authorities to recover the
vehicle.
OnStar Additional
Information
In-Vehicle Audio Messages
Audio messages may play important
information at the following times:
.Prior to vehicle purchase. Press
Qto set up an account.
. After change in ownership and
at 90 days.
Transferring Service
PressQto request account transfer
eligibility information. The Advisor
can cancel or change account
information.
Selling/Transferring the
Vehicle
Call 1-888-4ONSTAR
(1-888-466-7827) immediately to
terminate your OnStar or connected
services if the vehicle is disposed
of, sold, transferred, or if the
lease ends.
Reactivation for Subsequent
Owners
PressQand follow the prompts to
speak to an Advisor as soon as
possible. The Advisor will update
vehicle records and explain OnStar
or connected service options.
How OnStar Service Works
Automatic Crash Response,
Emergency Services, Crisis Assist,
Stolen Vehicle Assistance, Remote
Services, Roadside Assistance, and
Hands-Free Calling are available on
most vehicles. Not all OnStar
services are available everywhere
or on all vehicles. For more
information, a full description of
OnStar services, system limitations,
and OnStar User Terms, Privacy
Statement, and Software Terms:
. Call 1-888-4ONSTAR
(1-888-466-7827).
. See www.onstar.com (U.S.).
. See www.onstar.ca (Canada).
. Call TTY 1-877-248-2080.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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358 OnStar
.PressQto speak with an
Advisor.
OnStar or connected services
cannot work unless the vehicle is in
a place where OnStar has an
agreement with a wireless service
provider for service in that area. The
wireless service provider must also
have coverage, network capacity,
reception, and technology
compatible with OnStar or
connected services. Service
involving location information about
the vehicle cannot work unless GPS
signals are available, unobstructed,
and compatible with the OnStar
hardware. OnStar or connected
services may not work if the OnStar
equipment is not properly installed
or it has not been properly
maintained. If equipment or software
is added, connected, or modified,
OnStar or connected services may
not work. Other problems beyond
the control of OnStar —such as
hills, tall buildings, tunnels, weather,
electrical system design and
architecture of the vehicle, damage to the vehicle in a crash, or wireless
phone network congestion or
jamming
—may prevent service.
See Radio Frequency Statement
0 351.
Services for People with
Disabilities
Advisors provide services to help
with physical disabilities and
medical conditions.
Press
Qto help:
. Locate a gas station with an
attendant to pump gas.
. Find a hotel, restaurant, etc.,
that meets accessibility needs.
. Provide directions to the closest
hospital or pharmacy in urgent
situations.
TTY Users
OnStar has the ability to
communicate to deaf,
hard-of-hearing, or speech-impaired
customers while in the vehicle. The
available dealer-installed TTY
system can provide in-vehicle access to all OnStar services,
except Virtual Advisor and OnStar
Turn-by-Turn Navigation.
If equipped, TTY mode can be
turned on or off by touching
Settings, then Apps, and then
Phone. When TTY mode is on,
phone calls can be made or
received with OnStar using the
infotainment display.
OnStar Personal Identification
Number (PIN)
A PIN is needed to access some
OnStar services. The PIN will need
to be changed the first time when
speaking with an Advisor. To
change the OnStar PIN, contact an
OnStar Advisor by pressing
Qor
calling 1-888-4ONSTAR.
Warranty
OnStar equipment may be
warranted as part of the vehicle
warranty.

Chevrolet Cruze Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Connected Services 365
vehicles, the SSID and
password can be changed in
the Wi-Fi Hotspot menu.
After initial set-up, your vehicle’s
Wi-Fi hotspot will connect
automatically to your mobile
devices. Manage data usage by
turning Wi-Fi on or off on your
mobile device, using the
myChevrolet mobile app, or by
contacting an OnStar Advisor. On
some vehicles, Wi-Fi can also be
managed from the Wi-Fi
Hotspot menu.
MyChevrolet Mobile App (If
Available)
Download the myChevrolet mobile
app to compatible Apple and
Android smartphones. Chevrolet
users can access the following
services from a smartphone:
. Remotely start/stop the vehicle,
if factory-equipped.
. Lock/unlock doors, if equipped
with automatic locks.
. Activate the horn and lamps. .
Check the vehicle’s fuel level, oil
life, or tire pressure,
if factory-equipped with the Tire
Pressure Monitor System.
. Send destinations to the vehicle.
. Locate the vehicle on a map
(U.S. market only).
. Turn the vehicle's Wi-Fi hotspot
on/off, manage settings, and
monitor data consumption,
if equipped.
. Locate a dealer and schedule
service.
. Request roadside assistance.
. Set a parking reminder with pin
drop, take a photo, make a note,
and set a timer.
. Connect with Chevrolet on social
media.
Features are subject to change. For
myChevrolet mobile app information
and compatibility, see
my.chevrolet.com.
An active OnStar or connected
service plan may be required.
A compatible device, factory-installed remote start, and
power locks are required. Data rates
apply. See www.onstar.com for
details and system limitations.
Remote Services
Contact an OnStar Advisor to
unlock the doors or sound the horn
and flash the lamps.
Marketplace
OnStar Advisors can provide offers
from restaurants and retailers on
your route, help locate hotels,
or book a room. These services
vary by market.
OnStar Hands-Free Calling
Make and receive calls with the
built-in wireless calling service,
which requires available minutes.
Functionality of the Voice Command
button may vary by vehicle and
region. For some vehicles, press
=
to open the OnStar app on the
infotainment display, then select
Hands-Free calling. For other
vehicles press
=as follows.