CHEVROLET TRACKER 1997 Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact Chevrolet/Geo if you need assistance. This section also tells you how to obtain
service publications and
how to report any safety defects.
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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
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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
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Customer Satisfaction Procedure Chevrolet/Geo 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.
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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/Geo 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
0 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 1-4 135
(English) or 1-800-75 1-41 36 (Spanish)
0 In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
In all other Caribbean countries: (809) 763- 131 5
In other overseas locations, call GM International
Product Center
in Canada at: (905) 644-4112.
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For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
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Your name, address, home and business
telephone numbers
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.)
Dealership name and location
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/Geo, address your inquiry to:
Chevrolet/Geo
Customer Assistance Center
P.O. Box 7047
Troy,
MI 48007-7047
In Canada, write to:
General Motors
of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
LlH 8P7
Refer to your Warranty and Owner Assistance
Information booklet for addresses of
GM
Overseas offices.
When contacting Chevrolet/Geo, 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/Geo has TTY equipment available
at its
Customer Assistance Center. Any TTY user can
communicate with Chevrolet/Geo 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
mn me
To enhance Chevrolet/Geo's strong commitment to
customer satisfaction, Chevrolet/Geo 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 CourtesyT" Care:
Toll-free number, 1 -800-CHEV-USA
Free towing for warranty repairs
0 Basic over-the-phone technical advice
Available dealer services at reasonable costs (ie.,
wrecker services, locksmitldkey service, glass
repair, etc.)
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ROADSIDE Courtesy TM Care PROVIDES:
Roadside Basic Care services (as outlined above)
Plus:
FREE Non-Warranty Towing (to the closest dealer
from a legal roadway)
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)
FREE Jump Start (at home or on the road)
FREE Fuel Delivery ($5 of fuel delivered on
the road)
ChevroletIGeo offers Courtesy Transportation
for
customers needing wamanty 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 (60 000 km),
whichever occurs first. All Courtesy Care services must
be pre-arranged by Chevrolet/Geo 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. ChevroletIGeo reserves the right to
modify or discontinue
Basic Care 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.
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For prompt assistance when calling, please have the
following available to give to
the advisor:
Vehicle Identification Number (VIN)
License plate number
Vehicle color
e Vehicle location
Telephone number where you can be reached
Vehicle mileage
Description of problem
Please refer to the Roadside Assistance brochure
inside your owner information portfolio for full
program details.
CanadLn Roadside Assistance
Vehicles purchased in Lanada 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.
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).
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Courtesy Transportation includes:
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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 ChevroletlGeo dealer
service management. Claim amounts should reflect
all actual costs.
ChevroletlGeo Courtesy Transportation is not part
of the Bumper to Bumper New Vehicle Limited
Warranty. ChevroletlGeo reserves the right to make
any changes or discontinue Courtesy Transportation
at any time without notification.
For additional program details, contact your
ChevroletlGeo dealer. rent vehicles
to people under
21 years of age. If you are
under
21 and have difficulty renting a vehicle,
Chevrolet/Geo
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.
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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 and/or to discontinue its
participation in this program.
Both ChevroletlGeo and your ChevroletlGeo 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/Geo 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.
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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 1-800-955-5100 or the Chevrolet/Geo 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.
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