SATURN AURA HYBRID 2007 Owners Manual

Customer Assistance and Information....... 372
Customer Satisfaction Procedure............... 372
Online Owner Center................................. 375
Customer Assistance for Text
Telephone (TTY) Users.......................... 376
Customer Assistance Offices..................... 376
GM Mobility Reimbursement Program........ 377
Roadside Assistance Program................... 377
Courtesy Transportation............................. 380
Collision Damage Repair........................... 382Reporting Safety Defects............................ 386
Reporting Safety Defects to the
United States Government..................... 386
Reporting Safety Defects to the
Canadian Government............................ 386
Reporting Safety Defects to Saturn............ 387
Service Publications Ordering Information.... 387
Vehicle Data Recording and Privacy......... 389
Event Data Recorders............................... 389
OnStar...................................................... 390
Navigation System..................................... 391
Radio Frequency Identication (RFID)........ 391
Section 7 Customer Assistance Information
371

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 your vehicle are resolved by
your 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, contact 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 nearest retailer 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 Identication Number (VIN). This
17-digit number can be found on the
vehicle registration or title, on the upper driver
side corner of the dash, 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.
372

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 rst if you have a concern.
STEP THREE (U.S. Owners):Both Saturn and
its retailers are committed to making sure you are
completely satised with your Saturn vehicle.
However, if you continue to remain unsatised
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.
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 ling 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
This 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.
373

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 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 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 your
Vehicle Identication Number (VIN).
374

Online Owner Center
Online Owner Center
(United States only)
The Owner Center is a resource for your Saturn
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 Saturn retailers for service nationwide.
Receive special promotions and privileges only
available to members.
Refer to www.saturn.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.
375

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
100 Saturn Parkway
Mail Code 371-999-S24
Spring Hill, TN 37174-1500
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
www.gmcanada.com
1-800-263-1999
1-800-263-3830 (For Text Telephone
devices (TTYs))
Roadside Assistance: 1-800-268-6800
376

GM Mobility Reimbursement
Program
This program, available to qualied 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 vehicles purchased in the U.S.,
call1-800-553-6000;
(Text Telephone (TTY): 1-800-833-6000).
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 Saturn vehicle, you are
automatically enrolled in the Saturn 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.
377

Services Provided
The following services are provided in the U.S. and
Canada up to 5 years/100,000 miles (160 000 km),
whichever comes rst, and, in Canada only, up to a
maximum of $100.
Fuel Delivery:Delivery of enough fuel for the
vehicle to get to the nearest service station
(approximately $5 Canada). In Canada, service
to provide diesel may be restricted. For safety
reasons, propane and other alternative fuels
are not 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.
Emergency Tow From a Public Roadway
or Highway:Tow to the nearest Saturn
retailer for warranty service or in the event of
a vehicle-disabling accident. 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 are limited
to six per calendar year.
378

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 might 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.
Alternative Service (Canada only):There
could 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.
Saturn 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 Representatives:
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
379

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. Saturn and General Motors of
Canada Limited reserve the right to make any
changes or discontinue the Roadside Assistance
program at any time without notication.
Courtesy Transportation
To enhance your ownership experience, we and
our participating retailers 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,
Saturn helps to minimize your inconvenience by
providing several transportation options. Depending
on the circumstances, your retailer can offer you
one of the following:
Shuttle Service
Shuttle service is the preferred means of offering
Courtesy Transportation. Retailers 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 retailer’s area.
380