PONTIAC BONNEVILLE 1998 Owners Manual

Pontiac Cares
A
r
r
.c
With PONTIAC CARES, you are never more than
a phone call away from having your concern taken
care
of.
The PONTIAC CARES philosophy and elements are
designed to
make you realize that Pontiac recognizes
you as a valuable customer, appreciates your purchase
decision, and is dedicated to taking care
of the most
important person
... YOU! PONTIAC CARES is: A
valuable feature that comes with every Pontiac, a feature that offers a multitude
of benefits that can give you
safety, security, comfort and convenience.
8-2

What Makes Up Pontiac Cares?
A 3 year/36,000 mile (60 000 km) Bumper to
Bumper Warranty
Customer Assistance
Roadside Assistance
Courtesy Transportation
All
of these elements combine to make your driving
experience
an enjoyable one, and are discussed in
greater detail further in your owner’s manual. Pontiac is
focusing on the changing needs of our customers and
is committed to giving you
an exceptional level of
customer care throughout your ownership experience.
Our goal is to create total customer enthusiasm in our
product and our services, and make you the most
satisfied customer in the world.
Customer Satisfaction Procedure
8-3

Pontiac dealers 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 dealership 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 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 Pontiac Customer Assistance Center by calling 1-800-PM-CARES.
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
In the U.S. Virgin Islands: 1-800-496-9994
1-800-496-9993
(Spanish)
In the Dominican Republic: 1-800-75 1-4 135
(English)
or 1-800-751-4136 (Spanish)
0 In the Bahamas: 1-800-389-0009
0 In Bermuda, Barbados, Antigua and the British
Viigin Islands: 1-800-534-0122
In all other Caribbean countries: (809) 763-1315
0 In other overseas locations, call GM Overseas
Distribution Corporation
in Canada at:
(905) 644-4112.
8-4

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.)
Dealership 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 Pontiac,
address your inquiry to:
Pontiac
Customer Assistance Center 31
E. Judson Street
Pontiac, MI 48342 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 Pontiac, please remember that your
concern
will likely be resolved in the dealership, using the
dealer’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),
Pontiac has TTY equipment available at its Customer
Assistance Center.
Any TTY user can communicate with
Pontiac
by dialing: 1-800-833-POW. (TTY users in
Canada can dial 1-800-263-3830.)
8-5

Pontiac Roadside Assistance Program
A-
Security While You Travel
1-800-ROADSIEE (1-800-762-3743)
As the proud owner of a new Pontiac vehicle, you are
automatically enrolled in
the Pontiac Roadside Assistance program.
This value-added service is
intended to provide you with peace of mind as you
drive in the city or travel the open road.
Pontiac’s Roadside Assistance toll-free number
is
staffed by a team of technically trained advisors, who
are available
24 hours a day, 365 days a year.
We take
anxiety out of uncertain situations by providing
minor repair information over the phone or making
arrangements to tow your vehicle to
the nearest
Pontiac dealer.
We will provide the following services for
3 years/36,000 miles (60 000 km), at no expense to you:
0 Fuel delivery
0 Keys locked in vehicle
0 Tow to nearest dealership for warranty service
0 Change a flat tire
0 Jumpstarts
0 Courtesy Transportation -- See Pontiac Courtesy
Transportation section for details

We have quick, easy access to telephone numbers of the
following additional services depending on your needs:
Hotels
Glass replacement
Tire repair facilities
Rental vehicle or taxis
Axports or train stations
Police, fire department or hospitals
In many instances, mechanical failures are covered
under Pontiac’s comprehensive warranty. However,
when other services are utilized, our advisors will
explain any payment obligations
you might incur.
For prompt and efficient assistance when calling, please
provide the following information to give the advisor:
0
0
0
a
a
a
Location of vehicle
Telephone number
of your location
Vehicle model, year and color
Mileage
of vehicle
Vehicle Identification Number (VIN)
Vehicle license plate number Pontiac reserves the right to limit services or
reimbursement to an owner or driver when in Pontiac’s
judgement the claims become excessive in frequency or
type of occurrence.
While we hope that you never have the occasion to use
our service, it is added security while traveling for you
and your family. Remember, we’re only
a phone call
away. Pontiac Roadside Assistance
-- 1-8Oo-ROADSIDE
or
1-800-762-3743.
Canadian Roadside Assistance
Vehicles purchased in Canada have an extensive
Roadside Assistance program accessible from anywhere
in Canada or the United States. Please refer to the
separate brochure provided by the dealer or call
1-800-268-6800 for emergency services.
8-7

Pontiac Courtesy Transportation
I II
Pontiac strives to give you a worry-free ownership of'
your vehicle, and we realize the inconvenience of being
without a car. So Pontiac has come up with a way to
eliminate any frustrations you might have when trying to get a ride to work, or wondering how you will get
home. Well, your worries are over. Pontiac provides
no-cost transportation when you bring your
1998 Pontiac in for warranty service. It applies
to any repair covered under the
3 year/36,000
mile (60 0o0 km) limited warranty, and to
any
1998 Pontiac requiring repair as a result of product
recall
or special policy situations. For same day service,
you are entitled to one-way shuttle service of up to
10 miles ( 16 km). If the vehicle requires multiple day
repairs, you're entitled
to either a Pontiac loaner or
reimbursement for a rental car, up to $3O/day, for up
to five days.
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, Pontiac
will reimburse you, up to $3O/day, for any documented
transportation
you receive.
In Canada, please consult your GM dealer for
information on Courtesy Transportation.
8-8

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 andor to discontinue its
participation in this program.
Both Pontiac and your Pontiac dealer 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, Pontiac 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.
8-9

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 fie 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 1-800-955-5100 or the Pontiac Customer
Assistance Center at
1-800-PM-CARES.
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 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.
8-10

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 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,
163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Ordering Service and Owner
Publications in Canada
Service manuals, 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.
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-PM-CARES or write:
Pontiac
Customer Assistance Center
31 E. Judson Street
Pontiac, MI
48342
8-11