Oldsmobile Cutlass Supreme 1993 Owner's Manuals

Here you will find out how to contact
Oldsmobile if you need assistance
.
This part also tells you how to obtain
service publications and how
to report
any safety defects
.
Part 8
Customer Assistance Information
Customer Satisfaction Procedure ........................................................................\
.. 310
Customer Assistance for the Hearing or Speech Impaired
.................................... 311
BBB MediatiodArbitration Program ..................................................................... 312
Oldsmobile Roadside Assistance Program
............................................................. 315
Service Publications
........................................................................\
........................ 316
Reporting Safety Defects
........................................................................\
................ 314
309

Customer Assistance Information
31 0
Customer Satisfaction Procedure
Your satisfaction and goodwill are
important to your dealer and
Oldsmobile. Normally, any problems
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 problem
with a member of dealership
management. Complaints can often 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 problem cannot be
resolved by the dealership without
further help, contact the Oldsmobile
Customer Assistance Network by
calling 1-800-442-6537. In Canada,
contact GM of Canada Customer
Assistance Center in Oshawa by calling
1-800-263-3777 (English) or
1-800-263-7854 (French).
In Mexico, call 254-17-86. In Puerto
Rico or
U.S. Virgin Islands, call
1-809-763-1315. In all other overseas
locations, contact GM International
Export Sales in Canada by calling
1-416-644-41 12. For
prompt assistance, please have the
following information available to give
the Customer Assistance Representative:
Your name, address, telephone
Vehicle Identification Number (This number
is available from the vehicle
registration or title, or the plate
attached to the left top of the
instrument panel and visible through
the windshield.)
Dealership name and location
Vehicle delivery date and present
Nature of problem
mileage

When contacting Oldsmobile, please remember that yourproblem
will likely
be resolved in the dealership,
using the
dealership's facilities, equipment and
personnel. That is why we suggest you
follow Step One first if you have a
problem.
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311

Customer Assistance Infomtion
312
GM Participation In Better
Busin'ess Bureau
Me~iafjon/Ar&ifrafion Program"
Our experience has shown that the
Customer Satisfaction Procedure
described earlier in this part has been
very successful in achieving customer
satisfaction. However,
if you have not
been substantially satisfied, Oldsmobile
wants you to be aware of
GM's
voluntary participation in a no-charge
mediatiordarbitration program called BBB AUTO LINE. This program is
administered by the Council of Better
Business Bureaus through local Better
Business Bureaus.
The program can resolve individual disputes involving vehicle repairs and
the interpretation
of your New Vehicle
Limited Warranty. We prefer
that you not resort to BBB
AUTO LINE until after a final decision
is made under the Customer
Satisfaction Procedure. However, you
may file a claim
at any time by
contacting your local Better Business
Bureau (BBB) at the following toll-free
number:
1-800-955-5100. For further
information about filing a claim, you
may
also write to:
BBB
AUTO LINE
Council
of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
In order to file a claim, you will have to
provide your name
and address, the
vehicle identification number (VIN) of
your vehicle, and a statement of the
nature of your complaint.
BBB staff
may try to help resolve your dispute
through mediation. If mediation is not
successful, or if you
do not wish to
participate in mediation, eligible customers may present their case to an
impartial third-party arbitrator at an
informal hearing. The arbitrator will
render a decision
in your case, which
you may accept or reject. If you accept a
valid agbitrator decision,
GM wiII be
bound by that decision. The entire
dispute settlement process should
ordinarily take about
40 days from the
time you file your complaint to the time

a decision is rendered (or 47 days if you
did not first contact your dealer or
Oldsmobile)
.
We encourage you to use this program
before or instead of resorting to the
courts. We believe it offers advantages
over courts
in most jurisdictions
because it is fast, free of charge, and
informal (lawyers are not usually
present, although you may retain one at
your expense if you choose). Arbitrators
make decisions based on the principles
of fairness and equity, and are not
required to duplicate the functions of
courts by strictly applying state or
federal law. If you wish to go to court,
however, we do not require that you
first file a claim with
BBB AUTO
LINE** unless state law provides otherwise.
Whatever your preference
may be, remember that if you are
unhappy with the results of
BBB AUTO
LINE, you can still go to court because
an arbitrator's decision is binding on GM
but not on you, unless you accept it.
Eligibility is limited by vehicle
age/mileage and other factors. For
further information concerning the
program, call the
BBB at
1-800-955-5100. You may also cal
Oldsmobile Customer Assistance
Center.
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4' This program may not be available in
all states, depending
on state law.
Canadian owners refer to your warranty
booklet. General Motors reserves the
right to change eligibility limitations
and/or to discontinue its participation in this program.
*W Some states may require that you file a
claim with BBB AUTO LINE before
resorting to state-operated procedures (including court).
313

Customer Assistance Information
31 4
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 notifymg
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 not&
Transport Canada, in addition to
notlfylng General Motors of Canada
Limited. You may write to:
Transport Canada Box
8880
Ottawa, Ontario IClG 3J2
Reporting Safety Defects to
General Motors
In addition to notlfylng 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
P.O. Box 30095
Lansing, Michigan 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 Assistance Center 1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Network

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Customer Assistance Information
31 6
Service Publications
Information on how to obtain Product
Service Publications, Subscriptions and
Indexes as described below is applicable
only in the fifty
U.S. states (and the
District of Columbia) and only for cars
and light trucks with GVWR less than
10,000 pounds (4 536 kg).
In Canada, information pertaining to
Product Service Bulletins and Indexes
can be obtained by writing to:
General Motors of Canada Limited
Service Publications Department
1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
Oldsmobile regularly sends its dealers
useful service bulletins about
Oldsmobile products. Oldsmobile
monitors product performance in the
field. We then prepare bulletins for
servicing
our products better. Now, you
can get these bulletins too.
Bulletins cover various subjects. Some
pertain to the proper use and care of
your vehicle. Some describe costly repairs. Others describe inexpensive
repairs which, if done
on time with the
latest parts, may avoid future costly
repairs. Some bulletins tell a technician
how to repair a new or unexpected
condition. Others describe a quicker
way to fix your vehicle. They can help a
technician service your vehicle better. Most
bulletins apply to conditions
affecting a small number of cars or
trucks. Your Oldsmobile dealer or a
qualified technician may have to
determine
if a specific bulletin applies
to your vehicle.
You can subscribe to
all Oldsmobile
bulletins. This way you'll get them as
they come out. You can wait a while
and get an index to the bulletins. You
can also get individual bulletins.
However, you'll need the index to
identify them.

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Customer Assistance Infomtion
31 8
How You Can Get an Index
Indexes are published periodically.
Most of the PSP’s which could
potentially apply to the most recent
Oldsmobile models will be listed in the
most recent publication for that model
year. This means you may want to wait
until the end of the model year before
ordering an index, if you are interested
in buying PSP’s pertaining to a current
model year car or truck.
Some PSP’s pertaining to a particular
model year vehicle may be published in
later years, and these would be listed in
the later year’s index. When you order
an index for a model year that is not
over yet, we’ll send you the most
recently published issue. Check the
ordering form for indexes for earlier
model years. Cut
out the ordering form, fill it out,
and mail it in. We
will then see to it that
an index is mailed to you. There is no
charge for indexes for the 1989-1993
model years.
Toll-Free Telephone Number
If you want an additional ordering form
for
an index or a subscription, just call
toll-free and we’ll be happy to send you
one. Automated recording equipment
will take your name and mailing
address, The number
to call is
Copies at Participating Dealers
Copies of indexes and individual PSP’s
are at your participating Oldsmobile
dealer. You can ask to see them.
1-800-551-4123.
A Very Important Reminder
These
PSP’s are meant for technicians.
They are not meant for the “do-it-
yourselfer.” Technicians have the
equipment, tools, safety instructions,
and know-how
to do a job quickly and
safely.
Oldsmobile Service Publications
You can get these by using the
following order form. They include:
Product Service Publications, Service
Manuals and Owner Publications.
If the order form is missing, you
can
write:
Lansing Lithographers P.O.
Box 23188
Lansing, Michigan 48909