SATURN AURA 2010 Owners Manual

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Services Performed
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Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Services Performed
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Customer Assistance and Information...............8-2
Customer Satisfaction Procedure......................8-2
Online Owner Center......................................8-4
Customer Assistance for Text Telephone
(TTY) Users...............................................8-5
Customer Assistance Offices............................8-5
GM Mobility Reimbursement Program................8-6
Roadside Assistance Program..........................8-6
Scheduling Service Appointments.....................8-8
Courtesy Transportation Program......................8-9
Collision Damage Repair................................8-10Reporting Safety Defects................................8-13
Reporting Safety Defects to the United
States Government....................................8-13
Reporting Safety Defects to the Canadian
Government..............................................8-14
Reporting Safety Defects to Saturn..................8-14
Service Publications Ordering Information.........8-14
Vehicle Data Recording and Privacy................8-15
Event Data Recorders...................................8-16
Navigation System........................................8-16
Radio Frequency Identification (RFID)..............8-17
Radio Frequency Statement...........................8-17
Section 8 Customer Assistance Information
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Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to
your retailer and to Saturn. Together we are committed
to providing our customers with unparalleled service,
before, during, and after the purchase of a Saturn
vehicle, for total customer satisfaction. We call this the
Saturn Difference. Normally, any concerns with the
sales transaction or the operation of the vehicle
are resolved by the retailer’s sales or service
departments. If, for any reason, your ownership
experience falls below your expectations, we suggest
you take the following action:
STEP ONE:Contact the Retail Customer Assistance
Liaison. Any member of the retail management team has
the authority and the desire to resolve your concerns.
Normally, concerns can be quickly resolved at this level.
STEP TWO:Should you need additional assistance,
in the U.S., contact the Saturn Customer Assistance
Center by calling 1-800-553-6000. In Canada, call
the Saturn Customer Communication Centre at
1-800-263-1999. A Saturn Customer Assistance Center
team member will handle your call and assist in
providing product and warranty information, the nearestretailer location, roadside assistance, brochures,
literature and discuss any concerns you may have.
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 Identification Number (VIN). This 17-digit
number can be found on the vehicle registration
or title, on the upper driver side corner of the
instrument panel, or on your roadside assistance
key card.
•The name of your selling and servicing retail facility.
•Vehicle delivery date and present mileage.
•Your daytime and evening phone numbers.
When contacting Saturn, please remember that your
concern will likely be resolved at a retailer’s facility. That
is why we suggest you follow Step One first.
STEP THREE (U.S. Owners):Both Saturn and its
retailers are committed to making sure you are
completely satisfied with your Saturn vehicle. However,
if you continue to remain unsatisfied after following
the procedure outlined in Steps One and Two, Saturn
and its retailers offer the additional assistance of a
neutral party through our voluntary participation
in a mediation/arbitration program called Better Business
Bureau (BBB) Auto Line.
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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. This program is available at no cost
to you, our customer.
Although you may be required to resort to this informal
dispute resolution program prior to filing a court
action, use of the program is free of charge and your
case is generally heard within 40 days. If you do
not agree with the decision given in your case, you can
reject it and proceed with any other venue for relief
available to you.
Contact the BBB Auto Line Program by using the
toll-free telephone number or by writing 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
dr.bbb.org/goautoThis program is available in all 50 states and the District
of Columbia. Eligibility is limited by vehicle age,
mileage and other factors. Saturn Corporation reserves
the right to change eligibility limitations and/or
discontinue its participation in this program.
STEP THREE (Canadian Owners):
General Motors Participation in the
Mediation/Arbitration Program
In the event that you do not feel your concerns have
been addressed after following the procedure outlined in
Steps 1 and 2, 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 file your complaint to the
final 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.
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For further information concerning eligibility in the
Canadian Motor Vehicle Arbitration Plan (CAMVAP),
call toll-free 1-800-207-0685. Alternatively, you may
call the Saturn Customer Communication Centre,
1-800-263-1999, or you may 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
Telephone: 1-800-955-5100
Your inquiry should be accompanied by the Vehicle
Identification Number (VIN).
Online Owner Center
Online Owner Center
(U.S.) — www.gmownercenter.com/
saturn
Information and services customized for your specific
vehicle — all in one convenient place.
•Digital owner manual, warranty information,
and more
•Online service and maintenance records
•Find Saturn retailers for service nationwide
•Exclusive privileges and offers
•Recall notices for your specific vehicle
•OnStar®and GM Cardmember Services Earnings
summaries
Other Helpful Links:
Saturn−www.saturn.com
Saturn Merchandise — www.saturncollection.com
Help Center — www.saturn.com/helpcenter
•FAQ
•Contact Us
My GM Canada (Canada) — www.gm.ca
My GM Canada is a password-protected section of
www.gm.ca 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/retailers.
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•My Driveway: Access quick links to parts and
service estimates, check trade-in values, or
schedule a service appointment by adding the
vehicles you own to your driveway profile.
•My Preferences: Manage your profile and use tools
and forms with greater ease.
To sign up, visit the My GM Canada section within
www.gm.ca.
Customer Assistance for Text
Telephone (TTY) Users
To assist owners who have hearing difficulties, Saturn
has installed special TDD (Telecommunication Devices
for the Deaf) equipment in its Saturn Customer
Assistance Center.
Any hearing or speech-impaired customer who has
access to a TDD or to a conventional Text Telephone
(TTY) can communicate with Saturn by dialing
1-800-TDD-6000. TTY users in Canada may dial
1-800-263-3830.
Customer Assistance Offices
Saturn encourages customers to call the toll-free
number for assistance. If a customer wishes to write to
Saturn, the letter should be addressed to:
Saturn Customer Assistance Center
P.O. Box 33173
Detroit, MI 48232-5173
1-800-553-6000
1-800-833-6000 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-553-6000
In Canada, write to:
Saturn Customer Communication Centre
General Motors of Canada Ltd.
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
GMcanada.com
1-800-263-1999
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-268-6800
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GM Mobility Reimbursement
Program
This program, available to qualified applicants, can
reimburse you up to $1,000 toward eligible aftermarket
driver or passenger adaptive equipment you may
require for your vehicle such as hand controls,
wheelchair/scooter lifts, etc.
The offer is available for a limited period of time from
the date of vehicle purchase/lease.
For more details, or to determine your vehicle’s
eligibility, visit your Saturn retailer or call the Saturn
Customer Assistance Center at 1-800-553-6000.
Text telephone (TTY) users, call 1-800-833-6000.
In Canada, customers may call the Saturn Customer
Communication Centre at 1-800-263-1999. TTY users in
Canada may call 1-800-263-3830.
Roadside Assistance Program
For U.S. purchased vehicles, call1-800-553-6000;
(Text Telephone (TTY): 1-800-889-2438).
For Canadian purchased vehicles, call1-800-268-6800.
Service is available 24 hours a day, 365 days a year.
Calling for Assistance
When calling Roadside Assistance, have the following
information ready:
•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 Identification Number
(VIN), and delivery date of the vehicle
•Description of the problem
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Coverage
Services are provided up to 5 years/100,000 miles
(160 000 km), whichever comes first.
In the U.S., anyone driving the vehicle is covered. In
Canada, a person driving the vehicle without permission
from the owner is not covered.
Roadside Assistance is not a part of the New Vehicle
Limited Warranty. Saturn and General Motors of Canada
Limited reserve the right to make any changes or
discontinue the Roadside Assistance program at any
time without notification.
Saturn and General Motors of Canada Limited reserve
the right to limit services or payment to an owner or
driver if they decide the claims are made too often, or
the same type of claim is made many times.
Services Provided
•Emergency Fuel Delivery:Delivery of enough fuel
for the vehicle to get to the nearest service station.
•Lock-Out Service:Service is provided to unlock the
vehicle if you are locked out. A remote unlock may
be available if you have OnStar
®. For security
reasons, the driver must present identification
before this service is given.
•Emergency Tow From a Public Road or
Highway:Tow to the nearest Saturn retailer for
warranty service, or if the vehicle was in a crash and
cannot be driven. Assistance is also given when
the vehicle is stuck in sand, mud, or snow.
•Flat Tire Change:Service is provided to change a
flat tire with the spare tire. The spare tire, if
equipped, must be in good condition and properly
inflated. It is the owner’s responsibility for the repair
or replacement of the tire if it is not covered by
the warranty.
•Battery Jump Start:Service is provided to jump
start a dead battery.
•Trip Interruption Benets and Assistance:If your
trip is interrupted due to a warranty failure, incidental
expenses may be reimbursed during the 5 years/
100,000 miles (160 000 km) Powertrain warranty
period. Items considered are hotel, meals, and
rental car.
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Services Not Included in Roadside
Assistance
•Impound towing caused by violation of any laws.
•Legal fines.
•Mounting, dismounting or changing of snow tires,
chains, or other traction devices.
•Towing or services for vehicles driven on a
non-public road or highway.
Services Specic to Canadian
Purchased Vehicles
•Fuel delivery:Reimbursement is approximately
$5 Canadian. Diesel fuel delivery may be
restricted. Propane and other fuels are not provided
through this service.
•Lock-Out Service:Vehicle registration is required.
•Trip Routing Service:Detailed maps of North
America are provided when requested either
with the most direct route or the most scenic
route. There is a limit of six requests per year.
Additional travel information is also available. Allow
three weeks for delivery.
•Trip Interruption Benets and Assistance:Must
be over 250 kilometres from where your trip was
started to qualify. General Motors of Canada Limited
requires pre-authorization, original detailed
receipts, and a copy of the repair orders. Once
authorization has been received, the Roadside
Assistance advisor will help you make arrangements
and explain how to receive payment.
•Alternative Service:If assistance cannot be
provided right away, the Roadside Assistance
advisor may give you permission to get local
emergency road service. You will receive payment,
up to $100, after sending the original receipt to
Roadside Assistance. Mechanical failures may be
covered, however any cost for parts and labor
for repairs not covered by the warranty are
the owner responsibility.
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.
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