PONTIAC GRAND-AM 1994 Owners Manual

Maintenance Schedule
Section E: Maintenance Record
After the scheduled services are performed, record the date,
odometer reading and who performed the service in the
columns indicated. When completing the Maintenance
Performed column, insert the numbers from the Schedule I or
Schedule
I1 maintenance charts which correspond to the
maintenance performed. Also,
you should retain all
maintenance receipts. Your owner information portfolio is a
convenient place to store them.
Maintenance Record
ODOMETER
DATE MAINTENANCE
PERFORMED
SERVICED BY READING
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Maintenance Record
ODOMETER
DATE MAINTENANCE PERFORMED
SERVICED BY READING
241 ...
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Maintenance Schedule
Maintenance Record
ODOMETER
DATE MAINTENANCE PERFORMED
SERVICED BY READING
. .. . I. . , . .,. . ~ . . ,TL ,_l .. -. ,.-- - .~..II a_'- . ._
. . .242
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Here you will find out how to contaci
Pontiac if you need assistance. This
part also tells you how to obtain
service publications and
how to repor
any safety defects.
Part 8
Customer Assistance Information
Customer Satisfaction Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Customer Assistance for the Hearing or Speech Impaired , . . . . . . . . . . . . . . . . 245
BBB Auto Line Alternative Resolution/Prograrn . . . . . . . , . . . . . . . . . . . . . . . . . 245
Reporting Safety Defects
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .I. 247
Pontiac Roadside Assistance Program
. . . . . . . . . . . . . . . . . . . , . . . . . . . . . . . . . . 248
Service Publications
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . , . . . . . . . . . . . . . . . . . 250
243
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Customer Assistance Information
Customer Satisfaction
Procedure
four satisfaction and goodwill are
mportant to your dealer and Pontiac.
gormally, any concern with the sales
ransaction or the operation of your
lehicle will be resolved by your dealer's
sales or Service Departments.
sometimes, however, despite the best
ntentions of all concerned,
nisunderstandings can occur. If your
oncern has not been resolved to your
atisfaction, the following steps should
'e taken:
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 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- 13
15. In all other overseas
locations, contact GM North American
Export Sales in Canada by calling
1-905-644-41
12.
For prompt assistance, please have the
Following information available to give
the Customer Assistance Representative:
0
0
0
0
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 left top of
the instrument panel and visible
through the windshield.)
Dealership name and location
Vehicle delivery date and present
mileage
Nature of concern
. 244
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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 L1H 8P7
Refer to your Warranty and Owner
Assistance Information booklet for
addresses of Canadian and
GM Overseas
offices.
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.
Customer Assistance
for the Hearing or
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.)
GM Participation in
Alternative Resolution
Prugram*
BBB AUTO LINE -
*This program may not be available in all
states, depending on state law. 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 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
zoncern has not been adequately
addressed, the Customer Satisfaction
Procedure described earlier in this section
is very successful. r
245 .
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Customer Assistance Information
1 GM Participation in
BBB AUTO LINE -
Alternative Resolution Program"
(CONK)
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 disputes
between customers and automobile
manufacturers. This program is available
free of charge to customers who currently
own or lease a
GM vehicle.
[f 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: 1-800-955-5 100
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.
We prefer you utilize the Customer
Satisfaction Procedure before you resort
.o AUTO LINE, but you may contact the
BBB at any time. The BBB will attempt
:o resolve the complaint serving as an
mtermediary between you and Pontiac. If
:his mediation is unsuccessful, an
Informal hearing
will be scheduled where
:ligible 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
jecision. 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 at 1-800-955-5100 or the
Pontiac Customer Assistance Center at
1 -800-PM-CARES.
. 246
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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 366-0 123 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.
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 K1G 352.
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Customer Assistance Information
rn 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-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 Center 1908 Colonel Sam Drive
Oshawa, Ontario L
1 H 8P7
Pontiac Roadside
Assistance Program
Security While You Travel
-800-ROADSIDE 1-800-762-3743
1s the proud owner of a new Pontiac
lehicle, you are automatically enrolled in
he Pontiac Roadside Assistance Program
?his value-added service is intended to
,rovide you with peace of mind as you
lrive in
the city or travel the open road.
Pontiac’s Roadside Assistance toll-free
number is staffed by a team of trained
technical 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:
Vehicle out of fuel
Keys locked in vehicle
Tow to nearest dealer for warranty
Change a flat tire
Jump starts
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We have quick, easy access to telephone
numbers of the following services
depending
on your needs:
0 Hotels
Glass replacement
0 Rental vehicles or taxis
0 Police, fire department or hospitals
In many instances, mechanical
failures are covered under. Pontiac’s
comprehensive wawinty. However when
other outside services are utilized,
our
advisors will explain any payment
obligations you might incur.
Pontiac reserves the right to limit services
or reimbursement to an owner
or driver
when
in Pantiac’s judgement the claims
become obsessive
in frequency or type of
occurrence.
For prompt and efficient assistance when
calling,
please have the following
information available to give the advisbr:
a Location of vehicle
0 Telephone number of your location
0 Vehicle model, year, and color
0 Mileage of vehicle
0 Vehicle Identification Number
0 Vehicle license plate number
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 at
1 -800-ROADSIDE or 1-800-762-3743.
H Canadian Roadside
Assistance
Vehicles purchased in Canada have an
extensive Roadside Assistance Program
accessible from anywhere
in Canada or
the U.S.A. Please refer to the separate
brochure provided by the dealer or call
1-800-268-6800 for emergency services.
H Pontiac Courtesy
Transportation
For warranty repairs during the ,.
“BUMPER TO BUMPER’ coverage
period, interim transportation may
be
available under the Pontiac Courtesy
Transportation Program. Please consult
your dealer for details.
In Canada:
Please consult your GM dealer for
information on courtesy
transportation.
249.
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