PONTIAC GRAND-AM 1993 Owners Manual

Customer Assistance Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are
important to your dealer and Pontiac.
Normally, any concern 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 concern 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 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).
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 International
Export Sales in Canada by calling
1-416-644-4112. For prompt assistance, please have the
following information available to give
the Customer Assistance Representative:
Your name, address, telephone
number
Vehicle Identification Number (This 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 concern
mileage
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Customer Assistance hw the
Hearing or Speech
Impaired
0
To assist owners who have hearing
difficulties, Pontiac 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 Pontiac by dialing:
1-800-TDD-
PONT. (TDD users in Canada can dial
1-800-263-3830.)
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 Pontiac,
write to:
United States
Pontiac Division
Customer Assistance Center
One Pontiac Plaza
Pontiac,
MI 48340
Canada
General Motors of Canada Limited
Customer Assistance Centre
1908 Colonel Sam Drive
Oshawa, Ontario LlH
8P7
A listing of all Pontiac Zone Offices and
offices outside the
U.S. which can assist
you can
also be found in the warranty
booklet. When contacting Pontiac, 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.
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Customer Assistance Information
GM htticipation ln Better
Business Bureau
Mediationhhiitaiion 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, Pontiac
wants you to be aware of GM’s
voluntary participation in a no-charge
mediationhrbitration program called
BBB
AUTO LINE. This program is
administered by the Council of Better
Business Bureaus through local Better
Business Bureaus. It 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 arbitrator decision,
GM will be
bound by that decision. The entire
dispute settlement process should
ordinarily take about
40 days from the
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time you file your complaint to the time
a decision is rendered (or
47 days if you
did not first contact your dealer or
Pontiac).
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 call the
Pontiac Customer Assistance Center.
* 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.
** Some states may require that you file
a claim with
BBB AUiV LINE before
resorting to state-operated
procedures (including court).
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Customer Assistance 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.
284
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 IUG 352
Reporting Safety Defects to Genera/ 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
1-8OO-PM-CARES, or
write:
Pontiac Division
Customer Assistance Center
One Pontiac Plaza
Pontiac, MI 48340
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 Centre
1908 Colonel
Sam Drive
Oshawa, Ontario LlH 8P7
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Pontiuc Roadside
Assistance Program
SectMy WI& Mu Travel
1-800-ROADSIDE - 1-800-762-3743
As the proud owner of a new Pontiac
vehicle,
you are automaticdly enrolled
in the Pontiac Roadside Assistance
Program? This value-added senrice is intended
to provide you with peace of
mind as yau drive in the city or travel
the open road.
Pontiae’s Roadside Assistance toll-free
number is staffed
by a team of
technically
trained advisors, who are
wailable
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,OOO miles, at no expense
to you:
Vehicle out of fuel
0 Keys locked in vehicle
Tow to nearest dealer €or warranty
Change a flat fire
Jump starts
We have quick, easy access to telephone
numbers of the following services
depending
on your needs:
Hotels
Glass replacement
Rentd vehicles or taxis
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.
Pantiac reserves the right to limit
services or reimbursement to
an owner
or driver when
in Pontiac’s judgement
the claims become obsessive in
frequency or
type of occurrence.
*In Canada, call I-HW-268-6800 for details
on Roadside Assistance.
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Customer Assistance Information
I Pontiuc Roadside
Assistance Program (Cant.)
For prompt and efficient assistance
when calling, please provide the
following information to the advisor:
Location of vehicle
Telephone number of your location
Vehicle model, year and color
Mileage of vehicle
Vehicle identification number
Vehicle license plate number
While we hope that you never have the
occasion to use our service, it is added
security while travelling for you and
your family. Remember, we’re only a
phone call away. Pontiac Roadside Assistance-1-800-ROADSIDE or
1-800-762-3743.
Service Publications
Information on how to obtain Product
Service Publications 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
l0,OOO
pounds (4536 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 LlH 8P7 Pontiac regularly sends its dealers useful
service bulletins about Pontiac products.
Pontiac 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.
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Most bulletins apply to conditions
affecting a small number of cars or
trucks. Your Pontiac dealer or a
qualified technician may have to
determine if a specific bulletin applies to
your vehicle.
Individual PSP’s
If you don’t want to buy all the PSPs
issued by Pontiac for all models in the
model year, you can buy individual PSP’s, such as those which may pertain
to a particular model.
To do this, you
will first need to see our index of PSPs.
It provides a variety of information.
Here’s what you’ll find in the index and
how you can get one:
What bu’ll Find in the Index
A list of all PSP’s published by
Pontiac in a model year (1990 or
later). PSP’s covering all models of
Pontiac vehicles are listed in the same
index.
Ordering information so you can buy
the specific PSPs you
may want.
Price information for the PSP’s you
may want to buy.
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Customer Assistance Information
How You Can Get an Index
Indexes are published periodically. Most
of the PSP’s which could potentially
apply to the most recent Pontiac 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 order form
for indexes for earlier model years. Cut
out the order 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 1990-1993
model years.
Toll-Free Telephone Number
If you want an additional order form for
an index, 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.
A Very Important Reminder
These PSP’s are meant for technicians.
They are not meant for the “do-it-
yourselferI’ Technicians have the
equipment, tools, safety instructions, and
know-how to do a job quickly and safely.
Pontiac Service Publications
You can get these by using the following
order form.
Pontiac Division service manuals 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.
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1993 PONTIAC SERVICE PUBLICATIONS ORDERING INFORMATION
The following publications covering the operation and servicing of pur vehicle can be purchased by filling out the Service Publications Order
in this book and mailing it with your check, money order or credit card information to Helm, lncorporated (address listed below).
CURRENT PUBLICATIONS FOR 1993 PONTIAC GRAND AM
PRODUCT SERVICE PUBLICATIONS
Product Service Publications (PSP’s), are bulletins, letters \
and articles
published for trained dealer service personnel. See Service Publica-
tions listed previously in this section.
A cumulative index is published quarterly during the current model
year. The indexes list all PSP’s published by Pontiac in the model year.
PSP Index
Year Form Number Price
1993 PSPI-93-P. ............................. Free
1992
PSPI-92-P . ............................. Free
1991 PSPI-91-P
.............................. Free
1990 PSPI-90-P..
............................ Free
NOTE: Form Numbers for individual Product Service Publications may
be found in the PSP Index. Prices are $4.00 for the first PSP and $2.00
for each additional
PSP on the same order.
PSP Bound Bulletin Book (Complete Year Bulletins)
Year Description Form Number Price
1991 All PSP’S .................... S-91-PSP-4 15.00
1990 All PSP’S .................... S-90-PSP-4 15.00
For subscription information call Helm, Incorporated.
SERVICE MANUALS
Service Manuals have the diagnosis, repair and overhaul information
on engines, transmission, axle, suspension, brakes, electrical, steer-
ing, body, etc.
Model Form Number Price
1993 Pontiac Grand Am
............. S-9310-N $43.00
’Please specify special body or engine types on order form. Write
information in the Form Number column. For example:
Turbo,
Convertible.
OWNER’S INFORMATION
Owner publications are written directly for Owners and intended to pro-
vide basic operational information about the vehicle. The Owner’s
Manual includes the Maintenance Schedule for all models.
1993 Pontiac Grand Am Owner’s Manual
In Portfolio:
lncludes htfolio, Owner‘s Manualand Warranty Booklet.
Without Portfolio: lncludes Owner’s Manual.
1993 Pontiac Grand Am Without Portfolio .lo202167
1993 Pontiac Grand
Am In-Portfolio
..... .lo222124 $15.00
$11.00
CURRENT & PAST MODEL ORDER FORMS
Service Publications are available for current and past model Pontiac
vehicles.
To request an order form, please specify year and model
name of vehicle.
Credit Card Orders ONLY 1-800-782-4356
For information and inquiries call: (313) 883-1430
Address
all inquiries to:
HELM, INCORPORATED
PO. Box 07130
Detroit, MI 48207
L
ess
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