service SATURN OUTLOOK 2010 Owners Manual

Technical Data 12-1
Technical Data
Vehicle Identification
Vehicle IdentificationNumber (VIN) . . . . . . . . . . . . . . 12-1
Service Parts Identification Label . . . . . . . . . . . . . . . . . . . . . . . 12-1
Vehicle Data
Capacities andSpecifications . . . . . . . . . . . . . . 12-2
Engine Drive Belt Routing . . . 12-3
Vehicle Identification
Vehicle Identification
Number (VIN)
This legal identifier is in the front
corner of the instrument panel, on
the left side of the vehicle. It can be
seen through the windshield from
outside. The VIN also appears on
the Vehicle Certification and Service
Parts labels and certificates of title
and registration.
Engine Identification
The eighth character in the VIN is
the engine code. This code
identifies the vehicle's engine,
specifications, and replacement
parts. See “Engine Specifications”
under Capacities and Specifications
on page 12‑2for the vehicle's
engine code.
Service Parts
Identification Label
This label, on the inside of the glove
box, has the following information:
.Vehicle Identification
Number (VIN)
.Model designation
.Paint information
.Production options and special
equipment
Do not remove this label from the
vehicle.
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Customer Information 13-1
Customer
Information
Customer Information
Customer SatisfactionProcedure . . . . . . . . . . . . . . . . . . 13-1
Customer Assistance Offices . . . . . . . . . . . . . . . . . . . . . 13-4
Customer Assistance for Text Telephone (TTY) Users . . . . . 13-4
Online Owner Center . . . . . . . . 13-5
GM Mobility Reimbursement Program . . . . . . . . . . . . . . . . . . . . 13-5
Roadside Assistance Program . . . . . . . . . . . . . . . . . . . . 13-5
Scheduling Service Appointments . . . . . . . . . . . . . . 13-7
Courtesy Transportation Program . . . . . . . . . . . . . . . . . . . . 13-8
Collision Damage Repair . . . . 13-9
Service Publications Ordering Information . . . . . . 13-11
Reporting Safety Defects
Reporting Safety Defects tothe United States
Government . . . . . . . . . . . . . . . 13-13
Reporting Safety Defects to the Canadian
Government . . . . . . . . . . . . . . . 13-13
Reporting Safety Defects to General Motors . . . . . . . . . . . 13-14
Vehicle Data Recording and
Privacy
Vehicle Data Recording andPrivacy . . . . . . . . . . . . . . . . . . . . 13-14
Event Data Recorders . . . . . . 13-14
Navigation System . . . . . . . . . 13-15
Radio Frequency Identification (RFID) . . . . . . . 13-16
Radio Frequency Statement . . . . . . . . . . . . . . . . . 13-16
Customer 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.
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Customer Information 13-3
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/goauto
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.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).
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Customer Information 13-5
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
GM Mobility
Reimbursement Program
This program, available to qualified
applicants, can reimburse you up to
$1,000 of the cost of eligible
aftermarket adaptive equipment
required for your vehicle, such as
hand controls or a wheelchair/
scooter lift. The offer is available for a very
limited period of time from the date
of vehicle purchase/lease. For more
details, or to determine your
vehicle's eligibility, visit
gmmobility.com or call the GM
Mobility Assistance Center at
1-800-323-9935. Text telephone
(TTY) users, call 1-800-833-9935.
General Motors of Canada also
has a Mobility Program. Call
1-800-GM-DRIVE (463-7483)
for details. TTY users call
1-800-263-3830.
Roadside Assistance
Program
For U.S. purchased vehicles, call
1-800-553-6000; (Text Telephone
(TTY): 1-800-889-2438).
For Canadian purchased vehicles,
call
1-800-268-6800.
Service is available 24 hours a day,
365 days a year.
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13-6 Customer Information
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.
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.
Services Not Included in
Roadside Assistance
.Impound towing caused by
violation of any laws.
.Legal fines.
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Customer Information 13-7
.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 Specific 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 Benefits 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.
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13-8 Customer Information
Courtesy Transportation
Program
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, and hybrid
specific 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.
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
reflect 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.
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Customer Information 13-9
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 specific 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 eligibilitypursuant to the terms and
conditions described herein at its
sole discretion.
Collision Damage Repair
If your vehicle is involved in a
collision and it is damaged, have the
damage repaired by a qualified
technician using the proper
equipment and quality replacement
parts. Poorly performed collision
repairs diminish your vehicle's
resale value, and safety
performance can be compromised
in subsequent collisions.
Collision Parts
Genuine GM Collision parts are new
parts made with the same materials
and construction methods as the
parts with which your vehicle was
originally built. Genuine GM
Collision parts are your best choice
to ensure that your vehicle's
designed appearance, durability,
and safety are preserved. The use
of Genuine GM parts can help
maintain your GM New Vehicle
Limited Warranty.
Recycled original equipment parts
may also be used for repair. These
parts are typically removed from
vehicles that were total losses in
prior crashes. In most cases, the
parts being recycled are from
undamaged sections of the vehicle.
A recycled original equipment GM
part, may be an acceptable choice
to maintain your vehicle's originally
designed appearance and safety
performance, however, the history of
these parts is not known. Such parts
are not covered by your GM New
Vehicle Limited Warranty, and any
related failures are not covered by
that warranty.
Aftermarket collision parts are also
available. These are made by
companies other than GM and may
not have been tested for your
vehicle. As a result, these parts may
fit poorly, exhibit premature
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13-10 Customer Information
durability/corrosion problems, and
may not perform properly in
subsequent collisions. Aftermarket
parts are not covered by your GM
New Vehicle Limited Warranty, and
any vehicle failure related to such
parts are not covered by that
warranty.
Repair Facility
We recommend that you choose a
collision repair facility that meets
your needs before you ever need
collision repairs. Your dealer/retailer
may have a collision repair center
with GM-trained technicians and
state of the art equipment, or be
able to recommend a collision repair
center that has GM-trained
technicians and comparable
equipment.
Insuring Your Vehicle
Protect your investment in your GM
vehicle with comprehensive and
collision insurance coverage. There
are significant differences in thequality 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
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 the vehicle only if its position
puts you in danger, or you are
instructed to move it by a police
officer.
Give only the necessary information
to police and other parties involved
in the crash.
For emergency towing see
Roadside Assistance Program
on
page 13‑5.
Gather the following information:
.Driver's name, address, phone
number
.Driver's license number
.Owner's name, address, phone
number
.Vehicle license plate
.Vehicle make, model and
model year
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Customer Information 13-11
.Vehicle Identification
Number (VIN)
.Insurance company and policy
number
.General description of the
damage to the other vehicle
Choose a reputable repair facility
that uses quality replacement parts.
See “Collision Parts” earlier in this
section.
If the airbag has inflated, see What
Will You See After an Airbag
Inflates? on page 3‑35.
Managing the Vehicle Damage
Repair Process
In the event that your vehicle
requires damage repairs, GM
recommends that you take an active
role in its repair. If you have a
pre-determined repair facility of
choice, take your vehicle there,
or have it towed there. Specify to
the facility that any required
replacement collision parts be
original equipment parts, either new
Genuine GM parts or recycled original GM parts. Remember,
recycled parts will not be covered by
your GM vehicle warranty.
Insurance pays the bill for the repair,
but you must live with the repair.
Depending on your policy limits,
your insurance company may
initially value the repair using
aftermarket parts. Discuss this with
your repair professional, and insist
on Genuine GM parts. Remember if
your vehicle is leased you may be
obligated to have the vehicle
repaired with Genuine GM parts,
even if your insurance coverage
does not pay the full cost.
If another party's insurance
company is paying for the repairs,
you are not obligated to accept a
repair valuation based on that
insurance company's collision
policy repair limits, as you have no
contractual limits with that company.
In such cases, you can have control
of the repair and parts choices as
long as cost stays within reasonable
limits.
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
in the United States, call toll free
1-800-2-SATURN or visit
Saturn-publications.com to order
on-line.
In Canada, Saturn service manuals
are available by calling toll free
1-800-551-4123.
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