service CHEVROLET SILVERADO 2005 1.G Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced ByMaintenanceIor
MaintenanceIIServices Performed
6-20

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-3
Customer Assistance for Text Telephone
(TTY) Users...............................................7-4
Customer Assistance Offices............................7-4
GM Mobility Reimbursement Program................7-5
Roadside Assistance Program..........................7-6
Courtesy Transportation...................................7-7
Vehicle Data Collection and
Event Data Recorders..................................7-9Reporting Safety Defects................................7-10
Reporting Safety Defects to the
United States Government..........................7-10
Reporting Safety Defects to the
Canadian Government................................7-11
Reporting Safety Defects to
General Motors.........................................7-11
Service Publications Ordering Information.........7-11
Section 7 Customer Assistance and 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 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 Chevrolet Customer Assistance Center by calling
1-800-222-1020. In Canada, contact GM of Canada
Customer Communication Centre by calling
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. 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
(kilometers).
When contacting Chevrolet, 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.
STEP THREE: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
BBB Auto Line Program to enforce any additional
rights you may have. Canadian owners refer to your
Warranty and Owner Assistance Information booklet for
information on the Canadian Motor Vehicle Arbitration
Plan (CAMVAP).
7-2

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
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.Online Owner Center
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’s manual (United States only).
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 (United States only).
Refer to the web for updated information.
To register your vehicle, visit www.MyGMLink.com
(United States) or My GM Canada within
www.gmcanada.com (Canada).
7-3

Roadside Assistance Program
As the owner of a new Chevrolet vehicle, you are
automatically enrolled in the Chevrolet Roadside
Assistance program. This value-added service is
intended to provide you with peace of mind as you drive
in the city or travel the open road. Call Chevrolet’s
Roadside Assistance at1-800-CHEV-USA,
(1-800-243-8872)24 hours a day, 365 days a year to
speak with a Chevrolet Roadside Assistance
representative.
We will provide the following services during the
Bumper-to-Bumper warranty period, at no expense
to you:
Fuel Delivery:Delivery of enough fuel
($5 maximum) for the customer to get to the
nearest service station.
Lock-out Service (identication required):
Replacement keys or locksmith service will
be covered at no charge if you are unable to gain
entry into your vehicle. Delivery of the replacement
key will be covered within 10 miles (16 km).
Emergency Tow:Tow to the nearest dealership
for warranty service or in the event of a
vehicle-disabling accident. Assistance provided
when the vehicle is mired in sand, mud, or snow.
Flat Tire Change:Installation of a spare tire 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.
Jump Start:No-start occurrences which require a
battery jump start will be covered at no charge.
Dealer Locator Service
In many instances, mechanical failures are covered
under Chevrolet’s Bumper-to-Bumper warranty.
However, when other services are utilized, our Roadside
Assistance Representatives will explain any payment
obligations you might incur.
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.
Mileage, Vehicle Identication Number (VIN), and
delivery date of the vehicle.
Description of the problem.
7-6

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. Chevrolet Roadside Assistance:
1-800-CHEV-USA (1-800-243-8872), text telephone
(TTY) users, call1-888-889-2438.
Chevrolet reserves the right to limit services or
reimbursement to an owner or driver when,
in Chevrolet’s judgement, the claims become
excessive in frequency or type of occurrence.
Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Chevrolet reserves the right to make any changes or
discontinue the Roadside Assistance program at
any time without notication.
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
Warranty and Owner Assistance Information book.
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.
7-7

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 overnight 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.
Courtesy Transportation is available only at participating
dealers and all program options, such as shuttle
service, may not be available at every dealer.
7-8

To read this information, special equipment is needed
and access to the vehicle or the device that stores
the data is required. GM will not access information
about a crash event or share it with others other than:
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 of police or similar
government office,
as part of GM’s defense of litigation through the
discovery process, or
as required by law.
In addition, once GM collects or receives data, GM may:
use the data for GM research needs,
make it available for research where appropriate
condentiality is to be maintained and need is
shown, or
share summary data which is not tied to a specic
vehicle with non-GM organizations for research
purposes.
Others, such as law enforcement, may have access to
the special equipment that can read the information
if they have access to the vehicle or the device
that stores the data.
If your vehicle is equipped with OnStar
®, please check
the OnStar®subscription service agreement or manual
for information on its operations and data collection.
Reporting Safety Defects
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 nds 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.
7-10

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 call them at
1-800-333-0510 or write to:
Transport Canada
Place de Ville Tower C
330 Sparks Street
Ottawa, Ontario K1A 0N5
Reporting Safety Defects to
General Motors
In addition to notifying NHTSA (or Transport Canada) in
a situation like this, we certainly hope you will notify
General Motors. Please call the Chevrolet Customer
Assistance Center at 1-800-222-1020, or write:
Chevrolet Motor Division
Chevrolet Customer Assistance Center
P.O. Box 33170
Detroit, MI 48232-5170In Canada, please call us at 1-800-263-3777 (English)
or 1-800-263-7854 (French). Or, write:
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Service Publications Ordering
Information
Service Manuals
Service Manuals have the diagnosis and repair
information on engines, transmission, axle suspension,
brakes, electrical, steering, body, etc.
Transmission, Transaxle, Transfer
Case Unit Repair Manual
This manual provides information on unit repair service
procedures, adjustments, and specications for
GM transmissions, transaxles, and transfer cases.
7-11

Service Bulletins
Service Bulletins give technical service information
needed to knowledgeably service General Motors cars
and trucks. Each bulletin contains instructions to
assist in the diagnosis and service of your vehicle.
In Canada, information pertaining to Product Service
Bulletins can be obtained by contacting your General
Motors dealer or by calling 1-800-GM-DRIVE
(1-800-463-7483).
Owner’s Information
Owner publications are written specically for owners
and intended to provide basic operational information
about the vehicle. The owner’s manual will include
the Maintenance Schedule for all models.
In-Portfolio: Includes a Portfolio, Owner’s Manual, and
Warranty Booklet.
RETAIL SELL PRICE: $35.00
Without Portfolio: Owner’s Manual only.
RETAIL SELL PRICE: $25.00
Current and Past Model Order Forms
Service Publications are available for current and
past model GM vehicles. To request an order form,
please specify year and model name of the vehicle.
ORDER TOLL FREE: 1-800-551-4123
Monday-Friday 8:00 AM - 6:00 PM
Eastern Time
For Credit Card Orders Only
(VISA-MasterCard-Discover), visit Helm, Inc. on the
World Wide Web at: www.helminc.com
Or you can write to:
Helm, Incorporated
P.O. Box 07130
Detroit, MI 48207
Prices are subject to change without notice and without
incurring obligation. Allow ample time for delivery.
Note to Canadian Customers: All listed prices are
quoted in U.S. funds. Canadian residents are to make
checks payable in U.S. funds.
7-12