Oldsmobile Aurora 1998 Owner's Manuals

@ Section 8 Customer Assistance Information
Here you will find out how to contact Oldsmobile 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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Customer Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Oldsmobile Roadside Assistance Program
Features and Benefits
Canadian Roadside Assistance
Courtesy Transportation
GM Participation in an Alternative Dispute
Resolution Program
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8-9 Warranty Information
Reporting Safety Defects to the United
States Government
Reporting Safety Defects to the
Canadian Government
Reporting Safety Defects to General Motors
Ordering Service and Owner Publications
in Canada

Customer Satisfaction Procedure Oldsmobile retailers 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 retail facility 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 retail facility or the
general manager.
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STEP TWO -- If after contacting a member of
retail facility management, it appears your concern
cannot be resolved by the retail facility without further
help, contact the Oldsmobile Customer Assistance
Network 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).
For help outside of the United States and Canada, call
the following numbers as appropriate:
In Mexico: (525) 625-3256
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 1-4135
(English) or 1-800-75 1-41 36 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 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) 644-41 12.

For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
Your name, address, home and business
telephone numbers
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.)
Retail facility name and location
Vehicle delivery date and present mileage
Nature of concern
We encourage you to call us
so we can give your inquiry
prompt attention. However, if you wish
to write
Oldsmobile, address your inquiry
to:
Customer Assistance Representative
Oldsmobile Customer Assistance Network
16 E. Judson Street
P.O.
Box 436006
Pontiac, MI 48343-6006
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
Refer to your Warranty and Owner Assistance Information
booklet for addresses
of GM Overseas offices.
When contacting Oldsmobile, please remember that
your concern will likely be resolved in the retail facility,
using the retailer’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),
Oldsmobile has TTY equipment available at its
Customer Assistance Network. Any
TTY user
can communicate with Oldsmobile by dialing:
1 -800-833-OLDS. (TTY users in Canada can dial
1-800-263-3830.)
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Oldsmobile Roadside Assistance
Program Features and Benefits
The Oldsmobile Roadside Assistance program means
help is just a toll-free call away
-- 24 hours a day,
365 days a year.
Courteous and capable Customer Assistance
Representatives are on-call to provide you with
prompt assistance.
24-Hour Oldsmobile Roadside Assistance
Telephone Number
1-800-442-OLDS (6537) is the one number to call
for assistance in the United States. Trained Customer
Assistance Representatives, on-call to render assistance
to Oldsmobile drivers, can dispatch roadside assistance
and towing service, locate the nearest Oldsmobile
retail facility, take your request for an Oldsmobile
computerized trip routing or simply answer any
questions the Oldsmobile driver may have about the
coverage provided by your Oldsmobile Roadside
Assistance Program. The Oldsmobile Roadside Assistance number is fully staffed and operational
24 hours a day, 365 days a year.

Who Is Covered?
Oldsmobile Roadside Assistance covers all
1998 Oldsmobile vehicles.*
Coverage is for the Oldsmobile vehicle,
regardless of
the driver, and is concurrent with the Bumper to Bumper
warranty period.
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.
*Vehicles sold in Canada have a separate roadside
assistance program, as described next
in this section.
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 retailer or call
1-800-268-6800 for emergency services.
Courtesy Transportation
We’re here to help. That’s why whenever your
Oldsmobile
is undergoing any Bumper to Bumper
Warranty service, we’ll make sure you don’t end
up stranded at the retail facility. It’s called Courtesy Transportation and it’s our
way to make sure you’re
able to get out even when your car is in.
For same-day
service, we’ll give you a one-way shuttle ride of up
to
10 miles (16 km). If your vehicle requires overnight
warranty repairs, we’ll provide a loaner car or
reimburse you up to $30
a day for the cost of alternate
transportation
-- a cab, a bus or even a rental car
if necessary. Having your car serviced is rarely
convenient, but with Courtesy Transportation, at
least you’ll be able to get where you need to
go,
whether it’s here, or there.
Some state insurance regulations make it impractical
to rent vehicles
to people under 21 years of age. If
you are under 21 and have difficulty renting a
vehicle, Oldsmobile will reimburse up to $30/day
for documented transportation you receive. Please
consult your retailer for details.
For warranty repairs during the Complete Vehicle
Coverage period in the New Vehicle Limited Warranty,
interim transportation may be available under the
Courtesy Transportation Program. Please consult your
retailer for details. The Roadside Assistance program
is
available only in the United States and Canada.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.

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 Owner 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 Oldsmobile and your Oldsmobile retailer 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, Oldsmobile 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: 1-800-955-5100
To file a claim, you will be asked to
p lrovide yl our 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 Satisfaction
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 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 Oldsmobile Customer
Assistance Network at 1-800-442-6537.
Warranty Information
Your vehicle comes with a separate warranty booklet
that contains detailed warranty information.
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 retailer 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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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
K 1 G 3J2
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 Network
16
E. Judson Street
P.O. Box 436006
Pontiac, MI 48343-6006 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, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, owner’s manuals and other service
literature are available for purchase for all current and
past model General Motors vehicles.
The toll-free telephone number for ordering information
in Canada is 1-800-668-5539.
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1998 OLDSMOBILE SERVICE PUBLICATIONS ORDERING INFORMATION
The following publications covering the operation and servicing of your vehicle can be purchased by filling out
the Service Publication Order Form in this book and mailing it in with your check, money order,
or credit card information to Helm, Incorporated (address below.)
CURRENT PUBLICATIONS FOR 1998 OLDSMOBILE
SERVICE MANUALS
Service Manuals have the diagnosis and repair information
on engines, transmission, axle, suspension, brakes,
electrical, steering, body, etc. RETAIL SELL PRICE:
$90.00
TRANSMISSION, TRANSAXLE, TRANSFER CASE UNIT REPAIR MANUAL
This manual provides information on unit repair service
procedures, adjustments and specifications for the
1998 GM transmissions, transaxles and transfer cases.
RETAIL SELL PRICE:
$40.00
SERVICE BULLETINS
Service Bulletins give technical service information needed
to knowledgeably service General Motors cars and trucks.
Each bulletin contains instructions to assist in the
diagnosis and service of your vehicle.
PLEASE COMPLETE THE ORDER FORM SHOWN ON
THE FOLLOWING PAGE AND MAIL TO:
Helm, Incorporated PO. Box 07130 Detroit, MI 48207
OWNER’S INFORMATION
Owner publications are written directly for Owners and
intended to provide basic operational information about the
vehicle. The owner’s manual will include the Maintenance
Schedule for all models.
In-Portfolio: Includes a Portfolio, Owner’s Manual and
Warranty Booklet.
RETAIL SELL PRICE: $1
5.00
Without Portfolio: Owner’s Manual only. RETAIL SELL PRICE: $10.00
CURRENT & PAST MODEL ORDER FORMS
Service Publications are available for current and past
model GM vehicles.
To request an order form, please
specify year and model name of the vehicle.
OR ORDER TOLL FREE: 1-800-782-4356
Monday-Friday 8:OO AM - 6:OO PM Eastern Time
For Credit Card Orders Only
(VISA-MasterCard-Discover)