service GMC SIERRA 1500 2009 Owners Manual

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 Program....................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.....7-15
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 Identication (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 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.
When contacting GMC, remember that your concern will
likely be resolved at a dealer’s facility. That is why we
suggest following Step One rst.
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 le your complaint to the nal 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
Identication Number (VIN).
7-4

Online Owner Center
Online Owner Center (U.S.) —
www.gmownercenter.com/gmc
Information and services customized for your specic
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 specic 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 prole.
My Preferences: Manage your prole 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 qualied 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 Identication 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 rst.
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 notication.
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.
7-8

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 identication
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
at tire with the spare tire. The spare tire, if equipped,
must be in good condition and properly inated.
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.
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 nes.
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.
7-9

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.
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 Program
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 specic 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.
7-10

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.
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 reect 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.
7-11

Additional Program Information
All program options, such as shuttle service, may not
be available at every dealer. Please contact your dealer
for specic 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.
Collision Damage Repair
If your vehicle is involved in a collision and it is damaged,
have the damage repaired by a qualied technician
using the proper equipment and quality replacement
parts. Poorly performed collision repairs diminish your
vehicle’s resale value, and safety performance can be
compromised in subsequent collisions.
Collision Parts
Genuine GM Collision parts are new parts made with the
same materials and construction methods as the parts
with which your vehicle was originally built. Genuine GM
Collision parts are your best choice to ensure that your
vehicle’s designed appearance, durability, and safety are
preserved. The use of Genuine GM parts can help
maintain your GM New Vehicle Warranty.
Recycled original equipment parts may also be used for
repair. These parts are typically removed from vehicles
that were total losses in prior crashes. In most cases, the
parts being recycled are from undamaged sections of the
vehicle. A recycled original equipment GM part, may be
an acceptable choice to maintain your vehicle’s originally
designed appearance and safety performance, however,
the history of these parts is not known. Such parts are not
covered by your GM New Vehicle Limited Warranty, and
any related failures are not covered by that warranty.
Aftermarket collision parts are also available. These are
made by companies other than GM and may not have
been tested for your vehicle. As a result, these parts may
t poorly, exhibit premature durability/corrosion problems,
and may not perform properly in subsequent collisions.
Aftermarket parts are not covered by your GM New
Vehicle Limited Warranty, and any vehicle failure related
to such parts are not covered by that warranty.
7-12