PONTIAC GRAND-PRIX 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
Centre 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
Vehicle Identification Number (This
number
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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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
Pontiac 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
A listing of all Pontiac Zone Offices
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.
Customer Assistance for the
Hearing
or Speech Impaired
fTW
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.)
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Customer Assistance Information
GM Participation In Better
Business Bureau
MediationlArbitration 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
mediatiodarbitration 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.
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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
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)
.
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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
I
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 AUTO LINE
before resorting to state-operated
procedures (including court).
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Customer Assistance Information
Reporting Safefy 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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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
notifymg General Motors of Canada
Limited.
You may write to:
Transport Canada
Box
8880
Ottawa, Ontario K1G 3J2
Reporting Safefy 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
Pontiac 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 L1H
8P7
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Customer Assistance Information
a11
Security While You Travel (CONT.)
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.
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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
10,000
pounds (4 536 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
L1H 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 PSP’s
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 PSP’s.
It provides a variety
of information.
Here’s what you’ll find in the index and
how you can get one:
What You’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 PSP’s 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 pertainirig 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-
yourselfer.’’ 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 sewicing of pur vehicle can be purchased by filling out the Sewice Publications Order Form
in this book and mailing it with your check, money order or credit card information to Helm, Incorporated (address listed below).
CURRENT PUBLICATIONS FOR 1993 PONTIAC GRAND PRlX
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 curnulati!& 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 a00
For subscription information call Helm, Incorporated. *+a =+. 8
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 Prix
............. S-9310-W $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 INFORMATtON
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 Prix Owner’s Manual
In Portfolio: Includes Porffolio, Owner‘s Manual and Warranty Booklet.
1993 Pontiac Grand Prix STE In-Portfolio
. ,10202987 $15.00
1993 Pontiac Grand Prix
LESE In-Portfolio .lo202986 $15.00
Without Portfolio: Includes Owner’s Manual.
1993 Pontiac Grand Prix Without Portfolio
, .lo193594 $11 .OO
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
Address
all inquiries to:
HELM, INCORPORATED
P.0. Box 07130
Detroit, MI 48207
For information and inquiries call: (313) 883-1430
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