OLDSMOBILE BRAVADA 1997 Owners Manual

a 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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8-4
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Custorner Satisfaction Procedure
Address for Writing to Oldsmobile
Assistance for Text Telephone
(TT'Y) Users
Oldsmobile Roadside Assistance Program
Phone Number for Roadside
Assistance
Oldsmobile Courtesy Transportation
BBB Autoline Information 8-8
Warranty Information
8-8 Reporting Safety Defects to the United States
8-9 Reporting Safety Defects to Canada
8-9 Reporting Safety Defects
to General Motors
8-9 Ordering Service Publications
in Canada
8-10 How to Order Service Publications
8-1 1 Order Form for Service Publications
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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 fdcility 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:
0 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 1-4 135
(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: 1-800-534-0 122
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM North American
Export Sales
in Canada at: (905) 644-4 I 12.
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For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
0 Your name, address, home and business
telephone numbers
0 Vehicle Tdentification Number (This is available
from
the vehicle registration or title, 01- the plate at
the top left of the instrument panel and visible
through the windshield.)
0 Retail facility name and location
0 Vehicle delivery dat.e 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
Oldsmobile, address your inquiry to:
Customer Assistance Representative
Oldsmobile Central Office
920 Townsend Street
P.O. Box 30095
Lansing, MI 48909
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre,
163-005
I908 Colonel Sam Drive
Oshawa, Ontario
L I H 8P7
Refer to your Wdrranty 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 fxilities. 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 Center.
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 Advisors
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 Advisors, 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 Oldslnobile 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 COV~TS all
1997 Oldsmobile vehicles.
Coverage is for the Oldsmobile vehicle,
regurdless oj'
the dtaiwr, and is concurrent with the Bumper to Bumper
warranty period.
Oldsrnobile reserves the
right to limit services or
reimbursement to
an owner or driver when in
Oldsnwbile's judgement the claims become excessive in
frequency or type of occurrence.
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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. 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.
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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 Owner Assistance Information booklet. General
Motors reserves the right to change eligibility
limitations and/or to discontinue its participation
in
this program.
Both Oldsmobile ana 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 Satisfxtion 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: 1-800-955-5 100
To file a claim, you will be asked to provide your 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.
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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 U~SUCC~SS~UI, an illformal 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 Oldsrnobile 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
WLtshington,
D.C. 20590
You
can also obtain other information about motor
vehicle
sutety 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 Genersl
Motors
of Canada Limited. You may write to:
Transport Canada
Box 8880
Ottawa, Ontario KIG 352
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
P.O.
Box 30095
Lansing, MI 48909
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
1908 Colonel Sam Drive
Oshawa, Ontario L
1 H 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, service bulletins, 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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1997 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 1997 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
1997 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 P.O. 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: $1
0.00
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)
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