service SATURN AURA HYBRID 2010 Manual Online

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Services Performed
7-14
ProCarManuals.com

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Services Performed
7-15
ProCarManuals.com

Maintenance Record (cont’d)
DateOdometer
ReadingServiced By Services Performed
7-16
ProCarManuals.com

Customer Assistance and Information...............8-2
Customer Satisfaction Procedure......................8-2
Online Owner Center......................................8-5
Customer Assistance for Text Telephone
(TTY) Users...............................................8-6
Customer Assistance Offices............................8-6
GM Mobility Reimbursement Program................8-6
Roadside Assistance Program..........................8-7
Scheduling Service Appointments.....................8-9
Courtesy Transportation Program......................8-9
Collision Damage Repair................................8-11Reporting Safety Defects................................8-14
Reporting Safety Defects to the
United States Government..........................8-14
Reporting Safety Defects to the
Canadian Government................................8-14
Reporting Safety Defects to Saturn..................8-15
Service Publications Ordering Information.........8-15
Vehicle Data Recording and Privacy................8-16
Event Data Recorders...................................8-17
Navigation System........................................8-17
Radio Frequency Identification (RFID)..............8-18
Radio Frequency Statement...........................8-18
Section 8 Customer Assistance Information
8-1
ProCarManuals.com

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 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 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.
8-2
ProCarManuals.com

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.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).
8-4
ProCarManuals.com

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.
•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.
8-5
ProCarManuals.com

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
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.
8-7
ProCarManuals.com

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.
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.
8-8
ProCarManuals.com

•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.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 you to bring the vehicle 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 Program
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), extended powertrain, and hybrid
specific warranties 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.
8-9
ProCarManuals.com