GMC SIERRA 1998 Owners Manual

Section 8 Customer Assistance Information
Here you will find out how to contact GMC 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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8-4
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8-8
8-9 Customer
Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Roadside Assistance
Canadian Roadside Assistance
Courtesy Transportation
GM Participation in an Alternative Dispute
Resolution Program 8-11
8-
10 Warranty Information
8-10 Reporting Safety Defects to the United
States Government
Reporting Safety Defects
to the
Canadian Government
8- 11 Reporting Safety Defects to General Motors
8-11 Ordering Service and Owner Publications
in Canada
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Customer Satisfaction Procedure CMC 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 GMC Consumer Relations Manager
by calling
1 -800-GMC-8782 (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:
In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
0 In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-75
1-4 136 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0122
0 In all other Caribbean countries: (809) 763- 13 15
0 In other overseas locations, call GM Overseas
Distribution Corporation
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.)
0 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,
address your inquiry to:
GMC Customer Assistance
3 1 E. Judson Street 1607-04
Pontiac, MI 48342-2230
In Canada, write to:
General Motors of Canada Limited
Customer Comlnunication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L 1 H 8P7 Refer to your
Wmanty and Owner Assistance Information
booklet for addresses
of GM Overseas off'ices.
When contacting GMC, 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 has TTY equipment available
at
its Customer Assistance Center. Any TTY
user can communicate with GMC by dialing:
1 -800-GMC-8583. (TTY users in Canada can
dial 1-800-263-3830.)
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Roadside Assistance
GMC’s Roadside Assistance provides stranded owners
with over-the-phone roadside repairs, location
of the
nearest GMC dealer or the following special services:
FlLu Tire CI.rcr/zge: Installation of spare tire will be
covered at no charge (customer is responsible for repair
or replacement
of tire).
Fw/ De/iver2\?: Delivery of enough fuel for the customer
to get to the nearest service station
(up to $4.00) will
be covered.
Jwnp Stcrrt: 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 ( 14 km).
E17zerpmy 7hvi1zg Senlice: Towing to the nearest
GMC dealer for warranty related disablements will
be covered.
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Del~m? Trip Routing: Custom-made, computerized
maps using the most direct or scenic route are provided
free
of charge. Maps include points of interest and list
GMC dealers along the route. Trip Routing also includes
a national hotel discount book and a book
of coupons.
State and local maps available upon request. Please
be prepared to furnish your Vehicle Identification
Number
(VIN).
Trip InterrLtption Assistonce: GMC will reimburse any
reasonable trip interruption expenses (up to $500.00)
when directly associated with warranty disablement. Trip
Interruption service covers expenses such as meals and
overnight lodging
if vehicle disablement occurs at least
150 miles (240 km) from your home or rental property.
Please Note: you will be required to obtain prior
approval from GMC Roadside Assistance and pay for
expenses at the time
of disablement. Original receipts
should be submitted to GMC Roadside Assistance for
reimbursement. A service representative will provide
assistance when you call. The Roadside Assistance services listed are available
to
retail and retail lease customers operating
1998 GMC
light duty trucks for a period of 3 years/36,000 miles
(60 000 km). All services must be pre-arranged by
GMC Roadside Assistance.
Over-the-phone assistance, such as providing the name
of the closest dealer or minor technical advice, etc., is
available to all owner/operators
of GMC trucks,
regardless
of vehicle or mileage.
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Just dial GMC Roadside Assistance at
1 -800-GMC-8782 (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:
Vehicle Identification Number (VIN)
Name and home address
Telephone number and location from which YOLI
Location, license plate number and color of your
Mileage of vehicle and description of problem
are
calling
GMC truck
Roadside Assistance is available
23 hours a day, 7 days
a week, 365 days a year, including weekends and
holidays. Should you have any questions about roadside
assistance, call the GMC Roadside Assistance Center or
contact your dealer.
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.
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Courtesy Transportation
GMC Commitment Plus offers courtesy transportation
for customers when obtaining warranty service.
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:
0
0
0
One way shuttle ride from the dealership (up to
10 miles (16 km)) for same-day warranty repairs.
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. c10c.s not
constitute overnight repairs.)
Gas allowance
of up to $10 a day for rides provided
by another person (i.e., friend, neighbor, etc.)
in
lieu of rental for overnight warranty repair up to a
five day maximum. Some
state insurance regulations make
it impractical
to rent vehicles to people under
2 1 years of age. If
you are under 2 1 and have difficulty renting a vehicle,
GMC
will reimburse up to $30/day for documented
transportation
you receive.
The Commitment Plus Courtesy Transportation Program is not part of the Bumper to Bumper Limited Warranty.
GMC 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 dealer.
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 Owoer 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 GMC and your
GMC 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, GMC 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,
YOLK 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 Satisfxtion
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 unsuccessf~~l, 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 1
bound by that decision. The entire dispute resolution
procedure should ordinarily take about 40 days from
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 IO0 or the GMC
Customer Assistance Center at 1 -800-GMC-8782
(1 -800-462-8782).
Warranty Information
Your vehicle comes with a separate warranty booklet
that contains detailed warranty information. be
the
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 Adtninistration (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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