OLDSMOBILE AURORA 2002 Owners Manual

7-26
Maintenance Record
DATEODOMETER
READINGSERVICED BYMAINTENANCE PERFORMED
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8-1
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.
8
-2 Customer Satisfaction Procedure
8
-4 Customer Assistance for Text Telephone
(TTY) Users
8
-4 Customer Assistance Offices
8
-5 GM Mobility Program for Persons
with Disabilities
8
-6 Oldsmobile Roadside Assistance Program
Features and Benefits8
-7 Canadian Roadside Assistance
8
-8 Courtesy Transportation
8
-10 Warranty Information
8
-10 Reporting Safety Defects to the United
States Government
8
-11 Reporting Safety Defects to the
Canadian Government
8
-11 Reporting Safety Defects to General Motors
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8-2
Customer Satisfaction ProcedureYour 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.
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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 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).
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.
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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
This program is available in all 50 states and the
District of Columbia. Eligibility is limited by vehicle
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 Offices
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.
United States
Oldsmobile Customer Assistance Center
P.O. Box 33171
Detroit, MI 48232-5171
1-800-442-6537
1-800-833-6537 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-442-OLDS (6537)
From:
Puerto Rico: 1-800-496-9992 (English)
1-800-496-9993 (Spanish)
U.S. Virgin Islands: 1-800-496-9994
Fax Number: 313-381-0022
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8-5 Canada
General Motors of Canada Limited
Customer Communication Centre, 163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800
All Overseas Locations
Please contact the local General Motors Business Unit.
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 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 call
the GM Mobility Assistance Center at 1
-800-323-9935.
Text telephone (TTY) users, call 1
-800-833-9935.
GM of Canada also has a Mobility Program.
Call 1
-800-GM-DRIVE (463-7483) for details.
When calling from outside Canada, please dial
1
-905-644-3063. All TTY users call 1-800-263-3830.
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Oldsmobile Roadside Assistance
Program Features and Benefits
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.
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
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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 numberOldsmobile 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.
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 or
call 1
-800-268-6800 for emergency services.
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8-8
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 Options
Warranty service can generally be completed while you
wait. However, if you are unable to wait, Oldsmobile
helps minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
your dealer can offer you one of the following:
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.
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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 ªWarranty
and Owner Assistance Informationº 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.
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