service PONTIAC TORRENT 2008 Owners Manual

Customer Assistance and Information...............7-2
Customer Satisfaction Procedure......................7-2
Online Owner Center......................................7-4
Customer Assistance for Text
Telephone (TTY) Users................................7-5
Customer Assistance Offices............................7-5
GM Mobility Reimbursement Program................7-6
Roadside Assistance Program..........................7-7
Scheduling Service Appointments....................7-10
Courtesy Transportation.................................7-10
Collision Damage Repair................................7-12Reporting Safety Defects................................7-15
Reporting Safety Defects to the United
States Government....................................7-15
Reporting Safety Defects to the Canadian
Government..............................................7-16
Reporting Safety Defects to
General Motors.........................................7-16
Service Publications Ordering Information.........7-16
Vehicle Data Recording and Privacy................7-17
Event Data Recorders...................................7-18
OnStar
®......................................................7-19
Navigation System........................................7-19
Radio Frequency Identication (RFID)..............7-19
Section 7 Customer Assistance Information
7-1

Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your dealer and to Pontiac. Normally, any concerns 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. 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, in the
U.S., contact the Pontiac Customer Assistance
Center by calling 1-800-762-2737. In Canada, contact
General Motors of Canada Customer Communication
Centre in Oshawa by calling 1-800-263-3777 (English)
or 1-800-263-7854 (French).We encourage you to call the toll-free number in order
to give your inquiry prompt attention. Please have
the following information available to give the Customer
Assistance Representative:
Vehicle Identication Number (VIN). 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.
When contacting Pontiac, please remember that your
concern will likely be resolved at a dealer’s facility. That
is why we suggest you follow Step One rst if you
have a concern.
STEP THREE — U.S. Owners:Both General Motors
and your dealer are committed to making sure you
are completely satised with your new vehicle. However,
if you continue to remain unsatised after following
the procedure outlined in Steps One and Two,
you should le with the BBB Auto Line Program to
enforce your rights.
The BBB Auto Line Program is an out of court program
administered by the Council of Better Business Bureaus
to settle automotive disputes regarding vehicle repairs or
the interpretation of the New Vehicle Limited Warranty.
7-2

Although you may be required to resort to this informal
dispute resolution program prior to ling a court action,
use of the program is free of charge and your case will
generally be heard within 40 days. If you do not agree
with the decision given in your case, you may reject it and
proceed with any other venue for relief available to you.
You can contact the BBB Auto Line Program using the
toll-free telephone number or write them at the following
address:
BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
Telephone: 1-800-955-5100
This program is available in all 50 states and the District
of Columbia. Eligibility is limited by vehicle age,
mileage and other factors. General Motors reserves the
right to change eligibility limitations and/or discontinue
its participation in this program.
STEP THREE — Canadian Owners:In the event that
you do not feel your concerns have been addressed after
following the procedure outlined in Steps One and Two,
General Motors of Canada Limited wants you to be aware
of its participation in a no-charge Mediation/Arbitration
Program. General Motors of Canada Limited has
committed to binding arbitration of owner disputes
involving factory-related vehicle service claims.The program provides for the review of the facts involved
by an impartial third party arbiter, and may include an
informal hearing before the arbiter. The program is
designed so that the entire dispute settlement process,
from the time you le your complaint to the nal decision,
should be completed in approximately 70 days. We
believe our impartial program offers advantages over
courts in most jurisdictions because it is informal, quick,
and free of charge.
For further information concerning eligibility in the
Canadian Motor Vehicle Arbitration Plan (CAMVAP), call
toll-free 1-800-207-0685. Alternatively, you can call the
General Motors Customer Communication Centre,
1-800-263-3777 (English), 1-800-263-7854 (French), or
write to:
Mediation/Arbitration Program
c/o Customer Communication Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Your inquiry should be accompanied by your Vehicle
Identication Number (VIN).
7-3

Online Owner Center
(United States only)
The Owner Center is a resource for your GM ownership
needs. Specic vehicle information can be found in
one place.
The Online Owner Center allows you to:
Get e-mail service reminders.
Access information about your specic vehicle,
including tips and videos and an electronic
version of this owner manual.
Keep track of your vehicle’s service history and
maintenance schedule.
Find GM dealers/retailers for service nationwide.
Receive special promotions and privileges only
available to members.
Refer to www.MyGMLink.com on the web for updated
information and to register your vehicle.
My GM Canada (Canada only)
My GM Canada is a password-protected section of
gmcanada.com where you can save information on
GM vehicles, get personalized offers, and use handy
tools and forms with greater ease.
Here are a few of the valuable tools and services you
will have access to:
My Showroom: Find and save information on
vehicles and current offers in your area.
My Dealers/Retailers: Save details such as
address and phone number for each of your
preferred GM Dealers or Retailers.
My Driveway: Receive service reminders and
helpful advice on owning and maintaining
your vehicle.
My Preferences: Manage your prole, subscribe to
E-News and use tools and forms with greater ease.
To sign up to My GM Canada, visit the My GM Canada
section within www.gmcanada.com.
7-4

Roadside Assistance Program
For vehicles purchased in the U.S., call
1-800-ROADSIDE (762-3743); (Text telephone (TTY):
1-888-889-2438).
For vehicles purchased in Canada, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
As the owner of a new Pontiac vehicle, you are
automatically enrolled in the Pontiac Roadside
Assistance program.
Who is Covered?
Roadside Assistance coverage is for the vehicle
operator, regardless of ownership. In Canada, a person
driving this vehicle without the consent of the owner
is not eligible for coverage.
Services Provided
The following services are provided in the U.S. and
Canada up to 5 years/100,000 miles (160 000 km),
whichever occurs rst, and, in Canada only, up
to a maximum coverage of $100.
Fuel Delivery:Delivery of enough fuel for the
vehicle to get to the nearest service station
(approximately $5 in Canada). In Canada, service
to provide diesel may be restricted. For safety
reasons, propane and other alternative fuels will not
be provided through this service.
Lock-out Service:Lock-out service is covered at
no charge if you are unable to gain entry into
your vehicle. A remote unlock may be available if
you have an active OnStar
®subscription. To ensure
security, the driver must present personal
identication before lock-out service is provided. In
Canada, the vehicle registration is also required.
7-7

Emergency Tow From a Public Roadway or
Highway:Tow to the nearest dealership for warranty
service or in the event of a vehicle-disabling crash.
Winch-out assistance is provided when the vehicle is
mired in sand, mud, or snow.
Flat Tire Change:Installation of a spare tire in good
condition, when equipped and properly inated, is
covered at no charge. The customer is responsible
for the repair or replacement of the tire if not covered
by a warrantable failure.
Jump Start:A battery jump start is covered at no
charge if the vehicle does not start.
Trip Routing Service (Canada only):Upon request,
Roadside Assistance will send you detailed,
computer personalized maps, highlighting your
choice of either the most direct route or the most
scenic route to your destination, anywhere in North
America, along with helpful travel information
pertaining to your trip.
Please allow three weeks before your planned
departure date. Trip routing requests will be limited to
six per calendar year.
Trip Interruption Benets and Assistance
(Canada only):In the event of a warranty
related vehicle disablement, while en route and
over 250 kilometres from the original point of
departure, you may qualify for trip interruption
expense assistance. This assistance covers
reasonable reimbursement of up to a maximum of
$500 (Canadian) for (A) meals (maximum of
$50/day), (B) lodging (maximum of $100/night)
and (C) alternate ground transportation (maximum
of $40/day). This benet is to assist you with some of
the unplanned expense you may incur while waiting
for your vehicle to be repaired.
Pre-authorization, original detailed receipts and a
copy of the repair order are required.
Once authorization has been given, your advisor will
help you make any necessary arrangements and
explain how to claim for trip interruption expense
assistance.
7-8

Alternative Service (Canada only):There may be
times, when Roadside Assistance cannot provide
timely assistance. Your advisor may authorize you to
secure local emergency road service, and you will be
reimbursed up to $100 upon submission of the
original receipt to Roadside Assistance.
In many instances, mechanical failures may be covered.
However, any cost for parts and labor for non-warranty
repairs are the responsibility of the driver.
Pontiac and General Motors of Canada Limited reserve
the right to limit services or reimbursement to an
owner or driver when, in their sole discretion, the claims
become excessive in frequency or type of occurrence.
Calling For Assistance
For prompt and efficient assistance when calling, please
provide the following to the Roadside Assistance
Representative:
Your name, home address, and home telephone
number
Telephone number of your location
Location of the vehicle
Model, year, color, and license plate number of the
vehicle
Odometer reading, Vehicle Identication
Number (VIN), and delivery date of the vehicle
Description of the problem
Towing and Road Service Exclusions
Specically excluded from Roadside Assistance
coverage are towing or services for vehicles operated on
a non-public roadway or highway, nes, impound towing
caused by a violation of local, Municipal, State,
Provincial, or Federal law, and mounting, dismounting or
changing of snow tires, chains, or other traction devices.
Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Pontiac and General Motors of Canada Limited
reserve the right to make any changes or discontinue
the Roadside Assistance program at any time without
notication.
7-9

Scheduling Service Appointments
When your vehicle requires warranty service, contact
your dealer/retailer and request an appointment.
By scheduling a service appointment and advising your
service consultant of your transportation needs, your
dealer/retailer can help minimize your inconvenience.
If your vehicle cannot be scheduled into the service
department immediately, keep driving it until it can be
scheduled for service, unless, of course, the problem is
safety-related. If it is, please call your dealership/retailer,
let them know this, and ask for instructions.
If the dealer/retailer requests that you simply drop the
vehicle off for service, you are urged to do so as early in
the work day as possible to allow for the same day repair.
Courtesy Transportation
To enhance your ownership experience, we and our
participating dealers are proud to offer Courtesy
Transportation, a customer support program for vehicles
with the Bumper to Bumper (Base Warranty Coverage
period in Canada) and extended powertrain warranty
in both the U.S. and Canada.Several courtesy transportation options are available to
assist in reducing your inconvenience when warranty
repairs are required.
Courtesy Transportation is not a part of the New Vehicle
Limited Warranty. A separate booklet entitled “Warranty
and Owner Assistance Information” furnished with
each new vehicle provides detailed warranty coverage
information.
Transportation Options
Warranty service can generally be completed while you
wait. However, if you are unable to wait, GM helps
to minimize your inconvenience by providing several
transportation options. Depending on the circumstances,
your dealer can offer you one of the following:
Shuttle Service
Shuttle service is the preferred means of offering
Courtesy Transportation. Dealers may provide you with
shuttle service to get you to your destination with minimal
interruption of your daily schedule. This includes one-way
or round trip shuttle service within reasonable time and
distance parameters of the dealer’s area.
7-10

Public Transportation or Fuel
Reimbursement
If your vehicle requires overnight warranty repairs, and
public transportation is used instead of the dealer’s
shuttle service, the expense must be supported
by original receipts and can only be up to the maximum
amount allowed by GM for shuttle service. In addition,
for U.S. customers, should you arrange transportation
through a friend or relative, limited reimbursement
for reasonable fuel expenses may be available. Claim
amounts should reect actual costs and be supported by
original receipts. See your dealer for information
regarding the allowance amounts for reimbursement of
fuel or other transportation costs.
Courtesy Rental Vehicle
Your dealer may arrange to provide you with a courtesy
rental vehicle or reimburse you for a rental vehicle that
you obtain if your vehicle is kept for an overnight warranty
repair. Rental reimbursement will be limited and must be
supported by original receipts. This requires that you sign
and complete a rental agreement and meet state/
provincial, local, and rental vehicle provider requirements.Requirements vary and may include minimum age
requirements, insurance coverage, credit card, etc. You
are responsible for fuel usage charges and may also be
responsible for taxes, levies, usage fees, excessive
mileage, or rental usage beyond the completion of
the repair.
It may not be possible to provide a like-vehicle as a
courtesy rental.
Additional Program Information
All program options, such as shuttle service, may not be
available at every dealer. Please contact your dealer
for specic information about availability. All Courtesy
Transportation arrangements will be administered
by appropriate dealer personnel.
General Motors reserves the right to unilaterally modify,
change or discontinue Courtesy Transportation at
any time and to resolve all questions of claim eligibility
pursuant to the terms and conditions described
herein at its sole discretion.
7-11

Insuring Your Vehicle
Protect your investment in your GM vehicle with
comprehensive and collision insurance coverage. There
are signicant differences in the quality of coverage
afforded by various insurance policy terms. Many
insurance policies provide reduced protection to your
GM vehicle by limiting compensation for damage repairs
by using aftermarket collision parts. Some insurance
companies will not specify aftermarket collision
parts. When purchasing insurance, we recommend that
you assure your vehicle will be repaired with GM
original equipment collision parts. If such insurance
coverage is not available from your current insurance
carrier, consider switching to another insurance carrier.
If your vehicle is leased, the leasing company may
require you to have insurance that assures repairs with
Genuine GM Original Equipment Manufacturer (OEM)
parts or Genuine Manufacturer replacement parts. Read
your lease carefully, as you may be charged at the
end of your lease for poor quality repairs.
If a Crash Occurs
Here is what to do if you are involved in a crash.
Try to relax and then check to make sure you are all
right. If you are uninjured, make sure that no one else
in your vehicle, or the other vehicle, is injured.
If there has been an injury, call emergency services
for help. Do not leave the scene of a crash until all
matters have been taken care of. Move your vehicle
only if its position puts you in danger or you are
instructed to move it by a police officer.
Give only the necessary and requested information
to police and other parties involved in the crash. Do
not discuss your personal condition, mental frame of
mind, or anything unrelated to the crash. This will
help guard against post-crash legal action.
If you need roadside assistance, call GM Roadside
Assistance. SeeRoadside Assistance Program on
page 7-7for more information.
7-13