SATURN L-SERIES 2004 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
GM Mobility Program for Persons with
Disabilities..................................................7-5
Roadside Assistance Program..........................7-6
Vehicle Data Collection and Event Data
Recorders..................................................7-8Reporting Safety Defects..................................7-9
Reporting Safety Defects to the United States
Government...............................................7-9
Reporting Safety Defects to the Canadian
Government..............................................7-10
Reporting Safety Defects to Saturn..................7-10
Service Publications Ordering Information.........7-10
Section 7 Customer Assistance and 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 your vehicle will be
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,
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. (You will nd this
17-digit number on the vehicle registration or
title, on the upper driver’s 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.
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If you wish to write to the Saturn Customer Assistance
Center, our address is:
Saturn Customer Assistance Center
100 Saturn Parkway
Mail Code 371-999-S24 Spring Hill, TN 37174-1500
In Canada, write to:
Saturn Customer Communication Centre
General Motors of Canada Ltd.
1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7
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: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 BBB Auto Line.Canadian owners refer to your Warranty and Owner
Assistance Information booklet, located in the front cover
pocket of your owner’s handbook, for information on
the Canadian Motor Vehicle Arbitration Plan (CAMVAP).
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.
We ask that you not resort to BBB Auto Line until after
Saturn and its retailers have been given the opportunity
to satisfy your vehicle concerns. However, U.S.
residents may le a claim at any time by contacting your
local Better Business Bureau at 1-800-955-5100.
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.
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You may 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 22203-1804
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.Online Owner Center
The Owner Center is a resource for your GM ownership
needs. You can nd your specic vehicle information
all in one place.
The 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’s manual. (United States only)
Keep track of your vehicle’s service history and
maintenance schedule.
Find GM dealers for service nationwide.
Receive special promotions and privileges only
available to members. (United States only)
Refer to the web for updated information.
To register your vehicle, visit www.MyGMLink.com.
(United States) or My GM Canada within
www.gmcanada.com (Canada).
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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.
GM Mobility Program for Persons
with Disabilities
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
(hand controls, wheelchair/
scooter lifts, etc.).
This program can also provide you with free resource
information, such as area driver assessment centers and
mobility equipment installers. 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, see 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.
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Roadside Assistance Program
Security While You Travel
For vehicles purchased in the U.S. call 1-800-553-6000
(TTY: 1-800-833-6000).
For vehicles purchased in Canada call 1-800-268-6800.
As the proud owner of a new Saturn vehicle, you are
automatically enrolled in the Saturn Roadside
Assistance Program. This value-added service is
intended to provide you with peace of mind as you drive
in the city or travel the open road. Saturn’s Roadside
Assistance toll-free number is staffed by courteous and
capable Roadside Assistance Representatives who
are available 24 hours a day, 365 days a year.We will provide the following services during the
Bumper-to-Bumper warranty period at no expense
to you:Fuel Delivery:Delivery of enough fuel ($5
maximum) for the customer to get to the nearest
service station.
Lock-out Service (identication required):
Replacement keys or locksmith service will
be covered at no charge if you are unable to gain
entry into your vehicle. Delivery of the replacement
key will be covered within 10 miles.
Emergency Tow:Tow to the nearest Saturn
retailer for warranty service or in the event of
a vehicle-disabling accident. Assistance when the
vehicle is mired in sand, mud or snow.
Flat Tire Change:Installation of a spare tire will be
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:No-start occurrences which require a
battery jump start will be covered at no charge.
Saturn Retailer Locator Service
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In many instances, mechanical failures are covered
under Saturn’s Bumper-to-Bumper warranty. However,
when other services are utilized, our Roadside
Assistance Representatives will explain any payment
obligations you might incur.
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
Mileage, Vehicle Identication Number and delivery
date of the vehicle
Description of the problemWhile we hope you never have the occasion to use our
service, it is added security while traveling for you
and your family. Remember we are only a phone call
away. Saturn Roadside Assistance: 1-800-553-6000;
text telephone (TTY) users, call 1-800-833-6000.
Saturn reserves the right to limit services or
reimbursement to an owner or driver when, in Saturn’s
judgment, the claims become excessive in frequency
or type of occurrence.
Roadside Assistance is not part of or included in the
coverage provided by the New Vehicle Limited Warranty.
Saturn reserves the right to make any changes or
discontinue the Roadside Assistance program at any
time without notication.
Canadian Roadside Assistance
Vehicles purchased in Canada have an extensive Saturn
Roadside Assistance program accessible from anywhere
in Canada or the United States. Please refer to the
Warranty and Owner Assistance Information book.
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Vehicle Data Collection and Event
Data Recorders
Your vehicle, like other modern motor vehicles, has a
number of sophisticated computer systems that monitor
and control several aspects of the vehicle’s
performance. Your vehicle uses on-board vehicle
computers to monitor emission control components to
optimize fuel economy, to monitor conditions for air bag
deployment and, if so equipped, to provide anti-lock
braking and to help the driver control the vehicle
in difficult driving situations. Some information may be
stored during regular operations to facilitate repair
of detected malfunctions; other information is stored only
in a crash or near crash event by computer systems
commonly called event data recorders (EDR).In a crash or near crash event, computer systems, such
as the Air Bag Sensing and Diagnostic Module (SDM)
in your vehicle may record information about the
condition of the vehicle and how it was operated, such
as engine speed, brake applications, throttle position,
vehicle speed, safety belt usage, air bag readiness, air
bag performance data, and the severity of a collision.
This information has been used to improve vehicle crash
performance and may be used to improve crash
performance of future vehicles and driving safety. Unlike
the data recorders on many airplanes, these on-board
systems do not record sounds, such as conversation of
vehicle occupants.
To read this information, special equipment is needed
and access to the vehicle or the SDM is required.
GM will not access information about a crash event or
share it with others other than
with the consent of the vehicle owner or, if the
vehicle is leased, with the consent of the lessee,
in response to an official request of police or similar
government office,
as part of GM’s defense of litigation through the
discovery process, or
as required by law.
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In addition, once GM collects or receives data, GM may
use the data for GM research needs,
make it available for research where appropriate
condentiality is to be maintained and need is
shown, or
share summary data which is not tied to a specic
vehicle with non-GM organizations for research
purposes.
Others, such as law enforcement, may have access to
the special equipment that can read the information
if they have access to the vehicle or SDM.
If your vehicle is equipped with OnStar
®, please check
the OnStar®subscription service agreement or
manual for information on its operations and data
collection.
Reporting Safety Defects
Reporting Safety 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
Saturn Corporation.
If NHTSA receives similar complaints, it may open an
investigation, and if it nds 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 retailer or
Saturn Corporation.
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 notifying General
Motors of Canada Limited. You may write to:
Transport Canada
330 Sparks Street
Tower C
Ottawa, Ontario K1A 0N5
Reporting Safety Defects to Saturn
In addition to notifying NHTSA (or Transport Canada) in
a situation like this, we certainly hope you’ll notify us.
U.S. customers can call the Saturn Customer Assistance
Center at 1-800-553-6000, or write:
Saturn Corporation
100 Saturn Parkway
Mail Drop 371-999-S24
Spring Hill, TN 37174-1500In Canada, please call us at 1-800-263–1999. Or,
write to:
Saturn Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Service Publications Ordering
Information
Service Manuals
A variety of publications are available to you. Saturn
service manuals are written for trained technicians, and
in some cases, specialized tools and equipment are
necessary to complete certain repairs. However,
the manuals are available to owners who either have
the training, or wish to gain a greater understanding of
the technical aspect of their Saturn.
For additional publications information or to order
publications, call toll free 1-800-2-SATURN or visit
win.wallace.com/saturn to order on-line.
In Canada, Saturn service manuals are available by
calling toll free 1-800-551-4123.
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