GMC SAVANA 1996 Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact GMC Truck if
you need assistance. This section also tells YOLI how to
obtain service publications and
how to report any
safety defects.
This section includes information on:
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The Custonw Satisfaction Procedure
Customer Assistance for Text
Telephone (TTY Users
Roadside Assistance
Courtesy Transportation
BBB Auto Line -- Alternative Dispute
Resolution Program
Reporting Safety Defects
Service
and Owner Publications
Customer Satisfaction Procedure
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Your satisfixtion and goodwill are important to your
dealer and GMC Truck. Normally, any concern you may
have with your vehicle can be handled by your selling or
servicing dealer. Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address any issue which may arise. GMC
Truck has empowered its dealers to make decisions and
repair vehicles, and they are e.ager to resolve your
concern to your complete satisfaction.
If your concern
has
not been resolved to your satisfaction, take the
follow'ing steps:
STEP ONE -- Discuss your concern with a
member
of dealer 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 GMC Truck Consumer Relations
Manager by calling
1 -800-GMC-TRUCK
( 1-800-462-8782, Customer Assistance prompt.)
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:
0 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
0 In the Dominican Republic: 1-800-75 1-4135
(English) or 1-800-75 1-4
136 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
0 In all other Caribbean countries: (809) 763- 13 15
0 In other overseas locations, call GM North American
Export Sales
in Canada at (905) 644-4 1 12.
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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.)
Dealership name and location
Vehicle delivery date and present mileage
0 Nature of concern
We encourage you to call us
so we can give your inquiry
prompt attention. However,
if you wish to write GMC
Truck, write to:
GMC Truck Customer Assistance
3 1 E. Judson Street 1607-04
Pontiac, MI 48342-2230 Refer
to your Wdrranty and Owner Assistance
Information booklet
for addresses of Canadian and GM
Overseas offices.
When contacting GMC Truck, 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), GMC Truck has TTY equipment available
at its Customer Assistance Center.
Any TTY user
can communicate
with GMC Truck by dialing:
1-800-GMC-8583. (TTY users
in Canada can
dial 1-800-263-3830.)
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Roadside Assistance
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Flat Tire Cl~~lngu: Installation of spare tire will be
covered at no charge (customer is responsible for repair
or replacement of tire).
Fuel Dcli\!ery: Delivery of enough fuel for the customer
to get to the nearest service station (up to
$4.00) will
be covered.
JLIIIZ~ Smt: No-start situations which require a battery
jump start
will be covered at no charge.
Lock Out: 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 at no charge within 10 miles (16 km).
Emergc~17cy 7bkr;ing Ser-vic~: Towing to the nearest
GMC Truck dealer for warranty related disablements
will be covered.
GMC Truck’s Roadside Assistance provides stranded
owners with over-the-phone roadside repairs, location
of the nearest GMC Truck dealer or the following
special services:
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The Roadside Assistance services listed are available to retail and retail lease customers operating
1997 GMC light duty trucks for a period of
3 years/36,000 miles (60 000 km). All services must
be pre-arranged by GMC Truck Roadside Assistance.
Over-the-phone assistance, such as providing the name
of the closest dealer or minor technical advice, etc., is
available to all ownerhperators
of GMC trucks,
regardless
of vehicle or mileage.
Just dial
GMC Truck Roadside Assistance at
1 -800-GMC-TRUCK ( 1-800-462-8782, Roadside
Assistance prompt) to reach a qualified representative
who can assist
you.
Your Roadside Assistance representative will ask for the
following information when your call
is received:
0 Vehicle Identification Number (VIN)
Name and home address
Telephone number and location from which you
Location, license plate number and color of your
are
calling
GMC truck
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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.
Courtesy Transport: 1
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The GMC Truck Commitment Plus Program offers
courtesy transportation for customers
when obtaining
warranty service. The Courtesy Transportation Program
is available to retail purchasers of Commitment Plus
eligible
1996 GMC light duty trucks. This
program is offered
in conjunction with the
3 year/36,000 mile (60 000 km) Bumper to Bumper
New Vehicle Limited Warranty.
Courtesy transportation includes:
One way shuttle ride from the dealership (up to
10 miles ( 16 km)) for same-day warranty repairs.
0 A loaner vehicle will be made available for overnight
warranty repairs up to
a five day maximum, or up to a
$30 allowance for a rental vehicle, cab, bus or other
transportation
in lieu of a loaner. (Bringing vehicles in
late in the day, for service on the next day, does not
constitute overnight repairs.)
0 Gas allowance of up to $10 a day for rides provided
by another person (Le., friend, neighbor, etc.)
in
lieu of rental for overnight warranty repair up to
five day maximum.
All Courtesy Traia.sI~~~rtcrti[~ia crrrmzgenaents will be
nchinister-ed by your GMC Truck dealership service
nzcrnngement. All requests should reflect actual costs
up to and not to exceed the nzaximm allowable
clollcrr 1ilnit.s.
Becczuse of imurmce liubility considerations, age
restrictions exist in swne stcrtes ~.b*lzen loaning dealer
obvneci ve1zicle.s or obtaining vehiclesJi-om rental
establisiznzents. See
your denlerjbr detnils.
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1 ne Lommitment Plus Courtesy Transportation Program
is not part of the Bumper to Bumper Limited Wdrranty.
GMC Truck reserves the right to make any changes or
discontinue the Courtesy Transportation Program at any
time without notification.
For additional program details contact your GMC
Truck dealer.
For warranty repairs during the Complete Vehicle
Coverage period
in the New Vehicle Limited Wmanty,
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.
GM Participation in BBB AUTO
LINE -- Alternative Dispute
Resolution Program*
"'This program may not be available in all states,
depending on state law. Canadian owners refer
to
your Warranty and Owner Assistance Information
booklet. General Motors rese.rves the right to change
eligibility limitations and/or to discontinue its
participation
in this program.
Both GMC Truck and your GMC Truck dealer are
committed
to making sure you are completely satisfled 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,
GMC Truck voluntarily participates in
BBB AUTO LINE.
BBB AUTO LINE
is an out-of-court program
administered by the Better Business Bureau system to
settle disputes between customers and automobile
manufacturers. 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
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
Telephone:
1-800-955-5 IO0
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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.
We prefer you utilize the Customer Satistiction
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
between you and GMC Truck.
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 GMC Truck Customer
Assistance Center at
1 -800-GMC-TRUCK
(1 -800-462-8782).
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 366-0 123
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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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 write to:
Transport Canada
Box 8880
Ottawa, Ontario K1
G 352
REPORTING SAFETY DEFECTS
TO GENERAL MOTORS
In addition to notifying NHTSA (or Transport Canada)
in a situation like this, we certainly hope you'll notify
us. Please call
us at 1 -800-GMC-TRUCK
( 1-800-462-8782) or write:
GMC Truck Consumer Relations
3 1 E. Judson Street 1607-04
Pontiac,
MI 48342-2230
In 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
1908 Colonel Sam Drive
Oshawa, Ontario L
1 H 8P7
Service and Owner Publications
Service manuals, service bulletins, owner's nlanuals and
other service literature are available for purchase for all
current and many past model General Motors vehicles.
Toll-free telephone numbers
for ordering information:
United States
. . . . . . . . . 1-800-55 1-4 123
Canada
. . . . . . . . . . . . . . 1-800-665-5539
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Service Manuals
Service manuals contain diagnostic and repair
information for all chassis and body systems. They may
be useful for owners who wish to get a greater
understanding of their vehicle. They are also useful for
owners
with the appropriate skill level or training who
wish
to perform “do-it-yourself” service. These are
authentic General Motors service manuals meant for
professional, qualified technicians.
Service Bulletins
Service bulletins covering various subjects are regularly
sent
to all General Motors dealerships. GM monitors
product performance
in the field. When service methods
are found which promote bettefservice on
GM vehicles,
bulletins are created
to help the technician perform
better service. Service bulletins may involve any number
of vehicles. Some will describe inexpensive
service; others will describe expensive service. Some
will advise of new or unexpected conditions, and others
may help avoid future costly repairs. Service bulletins
are meant for qualified technicians. In some cases
bulletins refer to service manuals, specialized
tools,
equipment and safety procedures necessary to service
the vehicle. Since these bulletins are issued throughout
the model year and beyond, an index is required and
published quarterly to help identify specific bulletins. Subscriptions are available.
You can order an index at
the toll-free numbers listed previously, or ask a
GM
dealer to see an index or individual bulletin.
Owner Publications
Owner’s manuals, warranty folders and various owner
assistance booklets provide owners
with general
operation and maintenance information.
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