Oldsmobile Alero 2003 Owner's Manuals

Maintenance Record (cont’d)
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Section 7 Customer Assistance Information
Customer Assistance Information .................. 7.2
Customer Satisfaction Procedure
...................... 7.2
Customer Assistance for Text Telephone
Customer Assistance
Off ices ............................ 7.3
GM Mobility Program for Persons with
Disabilities
.................................................. 7.5
Roadside Assistance Program
.......................... 7.5
(TTY) Users ............................................... 7.3 Courtesy
Transportation
.................................. -7-7
Government
............................................... 7.9
Government
............................................... 7.9
General Motors
........................................... 7.9
Service Publications Ordering Information
......... 7.10
Reporting Safety Defects
to the United States
Reporting Safety Defects to the Canadian
Reporting Safety Defects to
7-
1

Customer Assistance
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to Oldsmobile. Normally, any concerns
with the sales transaction or the operation of your
vehicle will be resolved by your 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, contact
the Oldsmobile Customer Assistance Center by
calling 1-800-442-6537. In Canada, contact GM of
Canada Customer Communication Centre in
Oshawa by calling 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. Please have
the following information available to give the Customer
Assistance Representative:
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
When contacting Oldsmobile, please remember that
your concern will likely be resolved at a dealer’s facility.
That is why we suggest you follow Step One first
if
you have a concern.
STEP
THREE: Both General Motors and your dealer
are committed to making sure you are completely
satisfied with your new vehicle. However,
if you continue
to remain unsatisfied after following the procedure
outlined in Steps One and Two, you should file with the
GM/BBB Auto Line Program to enforce any additional
rights you may have. Canadian owners refer to
your Warranty and Owner Assistance Information
booklet for information on the Canadian Motor Vehicle
Arbitration Plan (CAMVAP).
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The BBB Auto Line Program is an out of court program
administered by the Council of Better Business
Bureaus to settle automotive disputes regarding vehicle
repairs or the interpretation of the New Vehicle
Limited Warranty. Although you may be required to
resort to this informal dispute resolution program prior to
filing a court action, use of the program is free of
charge and your case will generally be heard within
40 days.
If you do not agree with the decision given in
your case, you may reject it and proceed with any other
venue for relief available to you.
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 22203-1 804
Telephone: 1-800-955-51
00
This program is available in all 50 states and the District
oi Coiumbia. Eiigibiiity is iimitea by venicie age,
mileage and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.
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),
Oldsmobile has TTY equipment available at its
Customer Assistance Center. Any TTY user
can communicate with Oldsmobile by dialing:
1-800-833-OLDS (6537). (TTY users in Canada
can dial 1-800-263-3830.)
Customer Assistance Off ices
Oldsmobile encourages customers to call the toll-free
number for assistance.
If a U.S. customer wishes
to write to Oldsmobile, the letter should be addressed to
Oldsmobile’s Customer Assistance Center.
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United States
Oldsmobile Customer Assistance Center
P.O. Box 33171
Detroit, MI 48232-51 71
1-800-833-6537 (For Text Telephone devices (TTYs))
Roadside Assistance:
1 -800-442-OLDS (6537)
1-800-442-6537
Fax Number: 31 3-381 -0022
From Puerto Rico:
1-800-496-9992 (English) 1-800-496-9993 (Spanish)
Fax Number: 31 3-381 -0022
From U.S. Virgin Islands:
Fax Number: 31 3-381 -0022
1 -800-496-9994
Canada
General Motors of Canada Limited
Customer Communication Centre,
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French) 163-005
All Overseas Locations
Please contact the local General Motors Business Unit.
Mexico,
Central America and
Caribbean IslandsKountries (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.
Long Distance: 01 1-52-53 29
0 800
01
-800-508-0000
1-800-263-3830 (For Text Telephone devices (TTYs)
Roadside Assistance: 1-800-268-6800
7-4

GM Mobility Program for Persons
with Disabilities
This program, available to qualified applicants, can
reimburse you up to
$1,000 toward aftermarket
driver or passenger
adaptive equipment you
may require for your
vehicle (hand controls, wheelchair/scooter lifts, etc.).
This program can also provide you with free resource
information, such as area driver assessment centers and
mobility equipment installers. The program is available
for a limited period of time from the date of vehicle
purchase/lease. See your dealer for more details or
1-800-323-9935. Text telephone
(TTY) users,
call 1-800-833-9935.
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Roadside Assistance Program
Security While You Travel
1 -800-442-OLDS (6537)
As the proud owner
of a new Oldsmobile vehicle, you
are automatically enrolled in the Oldsmobile Roadside
Assistance program. This value-added service is
intended to provide you with peace of mind as you drive
in the city or travel the open road.
Oldsmobile’s Roadside Assistance toll-free number is
staffed by courteous and capable Roadside Assistance
Representatives who are available 24 hours a day,
365 days
a year.
GM of Canada also has a Mobility Program.
Call
1 -800-GM-DRIVE (463-7483) for details.
All TTY GS~S call 1-800-253-3830.
7-5

We will provide the following services during the
Bumper-to-Bumper warranty period, at no expense
to you:
Fuel delivery
Lock-out service (identification required)
Tow to the nearest dealership for warranty service
or in the event of a vehicle-disabling accident
Flat tire change
Jump starts
Minor repairs to disabled vehicles
Assistance when vehicle is mired in sand, mud
or snow
Trip routing
Trip interruption expense benefits
Dealership locator service
Oldsmobile Roadside Assistance specifically excludes
coverage for mounting, dismounting or changing
of snow
tires, chains or other traction devices.
In some cases, where service is impractical, the driver
may be authorized to obtain other service for which
reimbursement is provided. In
many instances, mechanical failures are covered
under Oldsmobile’s comprehensive warranty. However,
when other services are utilized, our Roadside
Assistance Representatives will explain any payment
obligations you might incur.
For prompt and efficient assistance when calling, please
provide the following to the Roadside Assistance
Representative:
Location of vehicle
Telephone number of your location
Vehicle model, year and color
Mileage of vehicle
Vehicle Identification Number (VIN)
Vehicle license plate number
Oldsmobile reserves the right to limit services or
reimbursement to an owner or driver when,
in
Oldsmobile’s judgement, the claims become excessive
in frequency or type of occurrence.
While we hope you never have the occasion to use our
service, it is added security while traveling for you
and your family. Remember, we’re only a phone
call away. Oldsmobile Roadside Assistance:
1 -800-442-OLDS (6537), text telephone (TTY)
users, call 1-888-889-2438.
7-6

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
Warranty and Owner Assistance Information book.
Courtesy Transportation
Oldsmobile has always exemplified quality and value in
its offering of motor vehicles.
To enhance your
ownership experience, we and our participating dealers
are proud to offer Courtesy Transportation, a customer
support program for new vehicles.
The Courtesy Transportation program is offered to retail
purchase/lease customers in conjunction with the
Bumper-to-Bumper coverage provided by the New
Vehicle Limited Warranty. Several transportation options
are available when warranty repairs are required.
This will reduce your inconvenience during warranty
repairs.
Plan Ahead When Possible
When your vehicle requires warranty service, you
should contact your dealer and request an appointment.
By scheduling a service appointment and advising
your service consultant of your transportation needs,
your dealer 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, let
them know this, and ask for instructions.
If the dealer requests that you simply drop the vehicle
off for service, you are urged to do
so as early in
the work day as possible to allow for same day repair.
Transportation
Warranty service can
wait. However, if you
Options
generally be completed while you
are unable to wait Oldsmobile
helps minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
.-
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Shuttle Service
Participating dealers can provide you with shuttle
service to get you to your destination with minimal
interruption of your daily schedule. This includes a
one way shuttle ride to a destination up to
10 miles
from the dealership.
7-7

Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs,
reimbursement up to
$30 per day (five days maximum)
may be available for the use of public transportation
such as taxi or bus. In addition, should you arrange
transportation through a friend or relative,
reimbursement for reasonable fuel expenses up to
$10 per day (five day maximum) may be available.
Claim amounts should reflect actual costs and be
supported by original receipts.
Courtesy Rental Vehicle
When your vehicle is unavailable due to overnight
warranty repairs, your dealer may arrange to provide
you with a courtesy rental vehicle
or reimburse you for a
rental vehicle you obtained, at actual cost, up to a
maximum of
$30.00 per day supported by receipts. This
requires that you sign and complete a rental agreement
and meet state, 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.
Generally it is not possible to provide a like-vehicle as a
courtesy rental.
Additional Program Information
Courtesy Transportation is available during the
Bumper-to-Bumper warranty coverage period, but it
is
not
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.
Courtesy Transportation is available only at participating
dealers and 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.
Canadian Vehicles: For warranty repairs during
the Complete Vehicle Coverage period of the General
Motors of Canada New Vehicle Limited Warranty,
alternative transportation may be available under the
Courtesy Transportation Program. Please consult
your dealer for details.
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.
7-8

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.
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
330 Sparks Street
Tower C Ottawa Ontario KIA ON5
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 1-800-442-6537, or write:
Oldsmobile Customer Assistance Center
P.O.
Box 33171
Detroit,
Mi 48232-51 71
In Canada, please call us at 1-800-263-3777 (Englishj
or 1-800-263-7854 (French). Or, write:
General Motors of Canada Limited
Customer Communication Centre 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1 H 8P7
7-9