PONTIAC FIREBIRD 1996 Owners Manual

Maintenance Record
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Section 8 Customer Assistance Information
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The Pontiac Cares Program
The Customer Satisfaction Procedure
Customer Assistance for Text Telephone
(TTY) Users
Roadside Assistance
Courtesy Transportation
BBB Auto Line -- Alternative Dispute
Resolution Program
Reporting Safety Defects
Service and Owner Publications
Here
you will find out how to contact Pontiac if you need
assistance.
This section also tells you how to obtain
service publications and how to report any safety defects.
This section includes information on:
Pontiac Cares
PONTIACZ
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With the PONTIAC CARES program, you are never
more than a phone call away from having your concern
taken care of.
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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.
What makes up Pontiac Cares?
e A 3 year/36,000 mile Bumper to Bumper Warranty
0 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 in giving you an exceptional level of
customer
care throughout the 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.
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Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
dealer
and Pontiac. Normally, any concern you may
have with
your vehicle can be handled by your selling
or servicing dealer.
Your dealer has the facility, trained
technicians, special tools and up-to-date information to
promptly address
any issue which may arise. Pontiac has
empowered
its dealers to make any decisions and repair
vehicles, and they are eager
to resolve your concern to
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your complete satisfaction. If your concern has not been
resolved to your satisfaction, take the following steps:
STEP ONE -- Discuss your concern with a member
of dealer 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 Assistance Center 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
0 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)
1-800-496-9993 (Spanish)
In the Bahamas: 1-800-389-0009
In Bermuda, Barbados, Antigua and the British
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all other Caribbean countries: 1-809-763- 13 15
In other overseas locations, call GM North American
Virgin
Islands: 1-800-534-0122
Export Sales in Canada at 1-905-644-41 12
For prompt assistance, please have the following
information available to give the Customer Assistance
Representative:
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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
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We encourage you to call us so we can give your inquiry
prompt attention. However,
if you wish to write Pontiac,
write to:
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Pontiac Division Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340-2952
Refer to your Warranty and Owner Assistance
Information
booklet for addresses of Canadian and
GM Overseas offices.
When contacting P'ontiac, 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 Genter. Any
TTY user can communicate with
Pontiac
by dialing: 1-800-833-PONT. (TTY users in
Canada can dial 1-800-263-3830.)
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Pontiac Roadside Assistance Program
Security While You Travel
1 -800-ROADSIEE (I -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, at no expense to you:
0 Vehicle 'out of fuel
Keys locked in vehicle
TOW to nearest dealership for warranty service
a Change a flat tire
Jump starts
0 Courtesy Transportation -- See Pontiac Courtesy
Transportation section for details
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We have quick, easy access to telephone numbers of the Pontiac reserves the right to limit services or
following additional services depending, on your needs: reimbursement
to an owner or driver
when in Pontiac’s
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Glass replacement
Rental vehicle or taxis
Police,
fire department or hospitals
many instances, mechanical failures
are covered
under Pontiae’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:
Location of vehicle
Telephone number of your location
Vehicle model, year and color
0 Mileage of vehicle
a Vehicle Identification Number
0 Vehicle license plate number 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 yo’ur family. Remember, we’re only a phone call
away. Pontiac Roadside Assistance
-- 1 -800-ROADSIDD
or.
1-800-762-3743.
Canadian Roadside Assistance
Vehicks 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.
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Pontiac Courtesy Transportation
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
1996 Pontiac in for warranty service. It applies to any repair covered under the
36
month/36,000
mile limited warranty, and to any 1996
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. If
the repairs require an overnight stay for the car, you’re
entitled to either a Pontiac loaner or reimbursement for a
rental car, up to $30/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 $30/day,
for any documented
transportation
you receive.
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
dealer for details. The Roadside Assistance program is
available only in the United States or Canada.
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GM Participation in BBB AUTO
LINE -- Alternative Dispute r, - ... I ., . - .'
"--Resolution Program*
*This- program may not be available in all states,
depending
on state law. Canadian owners refer to your
Warranty
and Owner Assistance Informaticm booklet.
GeneralMotors reserves the right to change eligibility
limitations and/or
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
arjses 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
Warianty. 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 disputes between customers and automobile
manufacturers.
This program is available fkee 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: m,--.:-, 4 :
BBB AUTO LINE
Council sf Better Business Bureaus
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203
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.
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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
between you and Pontiac.
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- 1-800-955-5100 or the Pontiac Customer
Assistance Center at
1 -800-PM-CARES.
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.
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