service GMC SAVANA PASSENGER 2009 Manual Online

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-5
Customer Assistance for
Text Telephone (TTY) Users.........................7-6
Customer Assistance Offices............................7-6
GM Mobility Reimbursement Program................7-7
Roadside Assistance Program..........................7-7
Scheduling Service Appointments....................7-10
Courtesy Transportation.................................7-10
Collision Damage Repair................................7-12Reporting Safety Defects................................7-15
Reporting Safety Defects to the
United States Government..........................7-15
Reporting Safety Defects to the
Canadian Government................................7-15
Reporting Safety Defects to General Motors.....7-16
Service Publications Ordering Information.........7-16
Vehicle Data Recording and Privacy................7-17
Event Data Recorders...................................7-18
OnStar
®......................................................7-19
Navigation System........................................7-19
Radio Frequency Identification (RFID)..............7-19
Section 7 Customer Assistance Information
7-1

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to GMC. Normally, any concerns with
the sales transaction or the operation of the vehicle
will be resolved by the 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, in the
U.S., call the GMC Consumer Relations Manager
at 1-800-GMC-8782 (1-800-462-8782, Customer
Assistance prompt). In Canada, call General Motors of
Canada Customer Communication 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 GMC, remember that your concern will
likely be resolved at a dealer’s facility. That is why we
suggest following Step One first.
7-2

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 Limited wants you to be aware
of its participation in a no-charge Mediation/Arbitration
Program. General Motors of Canada Limited 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 approximately 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 Communication Centre, 1-800-263-3777
(English), 1-800-263-7854 (French), or write to:
Mediation/Arbitration Program
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Telephone: 1-800-955-5100
Your inquiry should be accompanied by the Vehicle
Identification Number (VIN).
7-4

Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/gmc
Information and services customized for your specific
vehicle — all in one convenient place.
•Digital owner manual, warranty information,
and more
•Online service and maintenance records
•Find GMC dealers for service nationwide
•Exclusive privileges and offers
•Recall notices for your specific vehicle
•OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
GMC — www.gmc.com
GMC Merchandise — www.gmccollection.com
Help Center — www.gmc.com/helpcenter
•FAQ
•Contact Us
My GM Canada (Canada) — www.gm.ca
My GM Canada is a password-protected section of
www.gm.ca where you can save information on
GM vehicles, get personalized offers, and use handy
tools and forms with greater ease.
Here are a few of the valuable tools and services you
will have access to:
•My Showroom: Find and save information on
vehicles and current offers in your area.
•My Dealers/Retailers: Save details such as address
and phone number for each of your preferred GM
dealers/retailers.
•My Driveway: Access quick links to parts and
service estimates, check trade-in values, or
schedule a service appointment by adding the
vehicles you own to your driveway profile.
•My Preferences: Manage your profile and use tools
and forms with greater ease.
To sign up, visit the My GM Canada section within
www.gm.ca.
7-5

Mexico, Central America and Caribbean
Islands/Countries (Except Puerto
Rico and U.S. Virgin Islands)
General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Paseo de la Reforma # 2740
Col. Lomas de Bezares
C.P. 11910, Mexico, D.F.
01-800-508-0000
Long Distance: 011-52-53 29 0 800
GM Mobility Reimbursement
Program
This program, available to qualified applicants,
can reimburse you up to $1,000 of the cost of
eligible aftermarket adaptive equipment required
for your vehicle, such as hand controls or a
wheelchair/scooter lift.The offer is available for a very limited period of time
from the date of vehicle purchase/lease. For more
details, or to determine your vehicle’s eligibility, visit
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.
Call 1-800-GM-DRIVE (463-7483) for details.
TTY users call 1-800-263-3830.
Roadside Assistance Program
For U.S. purchased vehicles, call1-800-GMC-8782
(1-800-462-8782); (Text telephone (TTY):
1-888-889-2438).
For Canadian purchased vehicles, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
7-7

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 up to 5 years/100,000 miles
(160 000 km), whichever comes first.
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.
Roadside Assistance is not a part of the New Vehicle
Limited Warranty. GMC and General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.GMC and General Motors of Canada Limited reserve
the right to limit services or payment to an owner
or driver if they decide the claims are made too often, or
the same type of claim is made many times.
Services Provided
•Emergency Fuel Delivery:Delivery of enough fuel
for the vehicle to get to the nearest service station.
•Lock-Out Service:Service is provided to unlock the
vehicle if you are locked out. A remote unlock may
be available if you have OnStar
®. For security
reasons, the driver must present identification
before this service is given.
•Emergency Tow From a Public Road or
Highway:Tow to the nearest GMC dealer for
warranty service, or if the vehicle was in a crash
and cannot be driven. Assistance is also given when
the vehicle is stuck in the sand, mud, or snow.
•Flat Tire Change:Service is provided to change a
flat tire with the spare tire. The spare tire, if
equipped, must be in good condition and properly
inflated. It is the owner’s responsibility for the repair
or replacement of the tire if it is not covered by
the warranty.
•Battery Jump Start:Service is provided to jump
start a dead battery.
7-8

•Trip Routing Service:Detailed maps of North
America are provided when requested either
with the most direct route or the most scenic route.
Additional travel information is also available.
Allow three weeks for delivery.
•Trip Interruption Benets and Assistance:If your
trip is interrupted due to a warranty failure, incidental
expenses may be reimbursed during the 5 years/
100,000 miles (160 000 km) Powertrain warranty
period. Items considered are hotel, meals, and
rental car.
Services Not Included in Roadside
Assistance
•Impound towing caused by violation of any laws.
•Legal fines.
•Mounting, dismounting or changing of snow tires,
chains, or other traction devices.
•Towing or services for vehicles driven on a
non-public road or highway.
Services Specic to Canadian
Purchased Vehicles
•Fuel delivery:Reimbursement is approximately
$5 Canadian. Diesel fuel delivery may be restricted.
Propane and other fuels are not provided through
this service.
•Lock-Out Service:Vehicle registration is required.
•Trip Routing Service:Limit of six requests
per year.
•Trip Interruption Benets and Assistance:Must
be over 250 kilometres from where your trip was
started to qualify. General Motors of Canada Limited
requires pre-authorization, original detailed receipts,
and a copy of the repair orders. Once authorization
has been received, the Roadside Assistance advisor
will help you make arrangements and explain how to
receive payment.
•Alternative Service:If assistance cannot be
provided right away, the Roadside Assistance
advisor may give you permission to get local
emergency road service. You will receive payment,
up to $100, after sending the original receipt to
Roadside Assistance. Mechanical failures may be
covered, however any cost for parts and labor for
repairs not covered by the warranty are the owner
responsibility.
7-9

Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer/retailer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer/retailer 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/retailer,
let them know this, and ask for instructions.
If the dealer/retailer requests you to bring the vehicle for
service, you are urged to do so as early in the work
day as possible to allow for the same day repair.
Courtesy Transportation
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the Bumper to Bumper (Base Warranty Coverage
period in Canada) and extended powertrain, and
hybrid specific warranty in both the U.S. and Canada.Several courtesy transportation options are available to
assist in reducing your inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled “Warranty
and Owner Assistance Information” furnished with
each new vehicle provides detailed warranty coverage
information.
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
Shuttle service is the preferred means of offering
Courtesy Transportation. Dealers may 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 within reasonable
time and distance parameters of the dealer’s area.
7-10

Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs, and
public transportation is used instead of the dealer’s
shuttle service, the expense must be supported by
original receipts and can only be up to the maximum
amount allowed by GM for shuttle service. In addition,
for U.S. customers, should you arrange transportation
through a friend or relative, limited reimbursement for
reasonable fuel expenses may be available. Claim
amounts should reflect actual costs and be supported
by original receipts. See your dealer for information
regarding the allowance amounts for reimbursement of
fuel or other transportation costs.
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 an overnight
warranty repair. Rental reimbursement will be limited
and must be supported by original receipts. This
requires that you sign and complete a rental agreement
and meet state/provincial, 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.
It may not be possible to provide a like-vehicle as a
courtesy rental.
Additional Program Information
All program options, such as shuttle service, may not be
available at every dealer. Please contact your dealer
for specific information about availability. All Courtesy
Transportation arrangements will be administered
by appropriate dealer personnel.
General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at
any time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described
herein at its sole discretion.
7-11

Insuring Your Vehicle
Protect your investment in your GM vehicle with
comprehensive and collision insurance coverage. There
are significant differences in the quality of coverage
afforded by various insurance policy terms. Many
insurance policies provide reduced protection to your GM
vehicle by limiting compensation for damage repairs by
using aftermarket collision parts. Some insurance
companies will not specify aftermarket collision parts.
When purchasing insurance, we recommend that you
assure your vehicle will be repaired with GM original
equipment collision parts. If such insurance coverage is
not available from your current insurance carrier,
consider switching to another insurance carrier.
If your vehicle is leased, the leasing company may
require you to have insurance that assures repairs with
Genuine GM Original Equipment Manufacturer (OEM)
parts or Genuine Manufacturer replacement parts. Read
your lease carefully, as you may be charged at the end of
your lease for poor quality repairs.
If a Crash Occurs
Here is what to do if you are involved in a crash.
•Check to make sure that you are all right. If you are
uninjured, make sure that no one else in your
vehicle, or the other vehicle, is injured.
•If there has been an injury, call emergency services
for help. Do not leave the scene of a crash until all
matters have been taken care of. Move your
vehicle only if its position puts you in danger or you
are instructed to move it by a police officer.
•Give only the necessary and requested information
to police and other parties involved in the crash.
Do not discuss your personal condition, mental
frame of mind, or anything unrelated to the crash.
This will help guard against post-crash legal action.
•If you need roadside assistance, call GM Roadside
Assistance. SeeRoadside Assistance Program on
page 7-7for more information.
•If your vehicle cannot be driven, know where the
towing service will be taking it. Get a card from
the tow truck operator or write down the driver’s
name, the service’s name, and the phone number.
•Remove any valuables from your vehicle before it is
towed away. Make sure this includes your insurance
information and registration if you keep these
items in your vehicle.
7-13