OLDSMOBILE SILHOUETTE 1994 Owners Manual

ProCarManuals.com

Customer Assistance Infomation
250
I Customer Satiflaction
Procedure
four satisfaction and goodwill are
.mportant to your dealer and
3ldsmobile. Normally, any concern
with the sales transaction or the
)peration of your vehicle will be
Sesolved by your dealer’s Sales or
Service Departments. Sometimes,
lowever, despite the best intentions of
dl concerned, misunderstandings can
jccur. If your concern has not been
Sesolved to your satisfaction, the
:allowing steps should be taken:
STEP ONE - Discuss your concern
vith a member
of dealership
nanagement. Complaints can often be
picltly 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 concern 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
(525) 254-3777. In
Puerto Rico or
U.S. Virgin Islands, call
1-809-763-1315. In all other overseas
locations, contact GM North American
Export Sales in Canada by calling
For prompt assistance, please have the
following information available to give
the Customer Assistance
Representative:
Your name, address, telephone
1-416-644-4112.
number
Vehicle Identification Number (This
is available from the vehicle
registration or title, or the plate at the
left top of the instrument panel and
visible through the windshield.)
Dealership name and location
Vehicle delivery date and present
Nature of concern
We encourage you to call the toll free
number listed previously in order to
give your inquiry prompt attention.
However, if you wish to write
Oldsmobile, write to
United States
Customer Assistance Representative
Oldsmobile Central Office
920 Townsend Street
P.O.
Box 30095
Lansing,
MI 48909
Canada
General Motors of Canada Limited
Customer Assistance Center 1908 Colonel Sam Drive
Oshawa, Ontario
L1H 8P7
mileage
ProCarManuals.com

When contacting Oldsmobile, please
remember that your concern 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
concern.
I Customer Assistance for the
Hearing
or Speech Impaired
(TDD)
To assist owners who have hearing
difficulties, Oldsmobile has installed
special TDD (Telecommunication
Devices for the Deaf) equipment at its
Customer Assistance Center. Any
hearing or speech impaired customer
who has access to a TDD or a
conventional teletypewriter (TTY) can
communicate with Oldsmobile by
dialing: 1-800-TDD-OLDS. (TDD users
in Canada can dial 1-800-263-3830.)
I GM Purticipation in BBB
AUTO LINE- Alternative
Resolution
Program *
Both Oldsmobile and your Oldsmobile
dealer are committed to malting sure
you are completely satisfied with your
new vehicle. If a situation arises where
you feel your concern has not been
adequately addressed, our experience
has shown that the Customer Satisfaction Procedure described earlier
in this section is very successful at
resolving problems.
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
disputes between customers and
automobile manufacturers. 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
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
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 statenzent 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 between you and
Oldsmobile. If this mediation is
unsuccessful, an informal hearing will
251
ProCarManuals.com

Customer Assistance Information
252
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 forty 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 or the Oldsmobile Customer
Assistance Center at 1-800-442-6537.
*This program may not be available in all states,
depending
on state law. Canadian owners refer
to your Warranty and Ozuner Assistance
information booklet. General Motors reserues the
right to change eligibility limitations and/or
to
discontinue its participation in this program.
I REPORTING SAFETY
DEFECTS TO THE UNITED
STATES GO??ERN..ENT
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
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
GOWWMENT
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 K1G 3 J2
ProCarManuals.com

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, 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
-
I
1
I
1
1
1
I
A
1
Oldsmobile Roadside
Assistance Program Features
di Benejits
The Oldsmobile Roadside Assistance
program means help is just a toll-free
:all 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
llssistance 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
dealership, 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 1994 Oldsrnobile 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.
253
ProCarManuals.com

Customer Assistance Information
254
Service Publications
Information on how to obtain Product
Service Publications, Subscriptions and
Indexes and Service Manuals 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.
Subscriptions
You can subscribe to all Oldsmobile
Product Service Publications
(PSP’s).
This will include bulletins for all
vehicles sold by Oldsmobile and will not
be limited to PSP’s applicable to any
particular model. For subscription costs
and ordering information call the toll
free number shown in the following
text.
What You’ll Find in the lndex
A list of all PSP’s published by
Oldsmobile in a model year (1990 or
later).
PSP’s covering all models of
Oldsmobile vehicles are listed in the
same index.
Price information for the PSP’s you
may want to buy.
How You Can Get an lndex
Indexes are published periodically.
Most
of the PSP’s which could
potentially apply to the most recent
Oldsmobile models will be listed in the
ProCarManuals.com

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.
Toll-Free Telephone Number
If you want an 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 1-800-551-4123.
Copies at Participafing Dealers
Copies of Indexes and PSP’s are at your
participating Oldsmobile dealer.
You
can ask to see them.
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 quicldy and
safely.
Oldsmobile Service Manuals
For Service Manual costs and ordering
information call 1-800-551-4123.
255
ProCarManuals.com

Product Service Publication Ordering Infomation
256
Oldsmobile Division service
publications are intended for use by
professional, qualified technicians.
Attempting repairs or service without
the appropriate training, tools, and
equipment could cause injury to you or
others and damage
to your vehicle that
may cause it not to operate properly.
Available publications include Service
Manuals, Product Service Publication
indexes, quarterly and model year PSP’s
and binders. For
1994 Product Service
Publication pricing information and
orders call
1-800-551-4123.
ProCarManuals.com

Notes
257
ProCarManuals.com

Notes
ProCarManuals.com