OLDSMOBILE SILHOUETTE 1997 Owners Manual

STEP ONE -- Discuss your concern with a member of
retailer 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.
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:
0 In Mexico: (525) 625-3256
0 In Puerto Rico: 1-800-496-9992 (English) or
1-800-496-9993 (Spanish)
In the U.S. Virgin Islands: 1-800-496-9994
In the Dominican Republic: 1-800-75 1-4 135
(English) or 1-800-75
1-4 136 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 111 Bermuda, Barbados, Antigua and the British
Virgin Islands: 1-800-534-0 122
0 In all other Caribbean countries: (809) 763- 13 15
0 In other overseas locations, call GM North American
Export Sales
in Canada at: (905) 644-41 12.
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For prompt assistance, please have the following
information available to give the Customer
Assistance Representative:
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.)
Retail facility name and location
Vehicle delivery date and present mileage
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 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:
I -800-833-OLDS. (TTY users in Canada can dial
1-800-263-3830.)
In Canada, write to:
General Motors of Canada Limited
Customer Communication Centre,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario
LI H 8P7
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Oldsmobile Roadside Assistance
Program Features and Benefits
n
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
I-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 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
1997 Oldsmobile vehicles.
Coverage is for the Oldsmobile vehicle,
regardless of
tlze 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.
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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 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 prograin 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
(VTN)
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 information, contact the
BBB at 1-800-955-5 100 or the Oldsmobile Customer
Assistance Network at 1-800-442-6537.
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 366-0 123
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 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 LlH 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, service bulletins, owner’s manuals anc
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
! I OWNER’S INFORMATION i
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:
$15.00
Without Portfolio: Owner’s Manual only.
RETAIL SELL PRICE: $10.00
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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L
Service Manual 1997 $90.00
Car
& Light Truck
Transmission Unit Repair 1997 $40.00
Owner's Manual In Portfolio
1997 $1 5.00
Owner's Manual Without Portfolio 1997 $1 0.00
9
9
7.
G
M
NOTE: Dealers and Companies please provide dealer or company name, and also the
name of the person to whose attention the shipment should be sent.
~~
s Mail completed order form to:
H
I
P
HELM, INCORPORATED P.O. Box 07130 Detroit, MI 48207 For purchases outside U.S.A. please write to the above address for quotation.
(CUSTOMER'S NAME) (ATTENTION)
T
(STREET ADDRESS-NO P.O. BOX NUMBERS)
(STATE) (ZIP CODE)
DAYTIME TELEPHONE NO.
0 AREA CODE
GM-OLD-ORD97 "(Prices are subject to change without notice and without incurring
obligation. Allow ample time for delivery.)
Check or Maney Order payable to Helm, Inc. (USA funds only - do hot send cash.)
[L1 Mastercard
Note to Canadian Customers: All listed prices are quoted in U.S. funds. Canadian residents
are to make checks payable in U.S. funds. To cover Canadian postage, add $11.50 plus the US. order processing.
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fi NOTES
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