OLDSMOBILE CUTLASS 1997 Owners Manual

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.
I€ 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)
In the U.S. Virgin Islands: 1-800-496-9994
0 In the Dominican Republic: 1-800-751-4135
(English) or 1-800-751-4136 (Spanish)
0 In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
In all other Caribbean countries: (809) 763- 13 15
In other overseas locations, call GM International
Product Center
in Canada at: (905) 644-4112.
Virgin Islands: 1-800-534-0122
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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
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 Retail facility name and location
0 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
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 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 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
Who Is Covered?
Oldsmabile Roadside Assistance covers all
1.997 Oldsmobile vehicles.
Coverage
is for the Oldsmobile vehicle, regardless of
the driver, ad is concurrent with the Bumper to Bumper
wmanty period.
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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 $3O/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 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 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 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 infomation, contact the
BBB at 1-800-955-5100 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 KlG 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
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 L1H 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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