Section 8 Customer Assistance Information

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Here you will find out how to contact Chevrolet if you need assistance. This section also tells you how to obtain service publications and how to report any safety defects.

Customer Satisfaction Procedure

Customer Assistance for Text Telephone

(TTY) Users

Customer Assistance Offices

GM Mobility Program for Persons with Disabilities

Chevrolet Roadside Assistance Program

Canadian Roadside Assistance

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Courtesy Transportation

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Warranty Information

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Reporting Safety Defects to the United

States Government

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Reporting Safety Defects to the

Canadian Government

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Reporting Safety Defects to General Motors

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Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of your vehicle will be resolved by your dealer’s sales or service departments. Sometimes, however, despite the best intentions of all concerned, misunderstandings can occur. If your concern has not been resolved to your satisfaction, the following steps should be taken:

STEP ONE -- Discuss your concern with a member of dealership management. Normally, concerns can be quickly resolved at that level. If the matter has already been reviewed with the sales, service or parts manager, contact the owner of the dealership or the general manager.

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STEP TWO -- If after contacting a member of dealership management, it appears your concern cannot be resolved by the dealership without further help, contact the Chevrolet Customer Assistance Center by calling 1-800-222-1020. In Canada, contact GM of Canada

Customer Communication Centre in Oshawa by calling

1-800-263-3777 (English) or 1-800-263-7854 (French).

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:

D Vehicle Identification Number (This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield.)

D Dealership name and location

D Vehicle delivery date and present mileage

When contacting Chevrolet, please remember that your concern will likely be resolved at a dealer’s facility.

That is why we suggest you follow Step One first if you have a concern.

STEP THREE -- Both General Motors and your dealer are committed to making sure you are completely satisfied with your new vehicle. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, you should file with the GM/BBB Auto Line Program to enforce any additional rights you may have. Canadian owners refer to your Warranty and Owner Assistance

Information booklet 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.

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 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 using the toll free telephone number or write them at the following address:

BBB Auto Line

Council of Better Business Bureaus, Inc.

4200 Wilson Boulevard

Suite 800

Arlington, VA 22203 1804

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. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.

Customer Assistance for Text

Telephone (TTY) Users

To assist customers who are deaf, hard of hearing, or speech impaired and who use Text Telephones (TTYs),

Chevrolet has TTY equipment available at its Customer

Assistance Center. Any TTY user can communicate with Chevrolet by dialing: 1 800 833 CHEV (2438).

(TTY users in Canada can dial 1 800 263 3830.)

Customer Assistance Offices

Chevrolet encourages customers to call the toll-free number for assistance. If a U.S. customer wishes to write to Chevrolet, the letter should be addressed to Chevrolet’s

Customer Assistance Center.

United States

Chevrolet Motor Division

Chevrolet Customer Assistance Center

P.O. Box 33170

Detroit, MI 48232-5170

1-800-222-1020

1-800-833-2438 (For Text Telephone devices (TTYs))

Roadside Assistance: 1-800-CHEV-USA

R

(243-8872)

From:

Puerto Rico:

U.S. Virgin Islands:

1-800-496-9992 (English)

1-800-496-9993 (Spanish)

1-800-496-9994

Fax Number: 313-381-0022

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Canada

General Motors of Canada Limited

Customer Communication Centre, 163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

1-800-263-3777 (English)

1-800-263-7854 (French)

1-800-263-3830 (For Text Telephone devices (TTYs))

Roadside Assistance: 1-800-268-6800

All Overseas Locations

Please contact the local General Motors Business Unit.

Mexico, Central America and Caribbean

Islands/Countries (Except Puerto Rico and

U.S. Virgin Islands)

General Motors de Mexico, S. de R.L. de C.V.

Customer Assistance Center

Paseo de la Reforma # 2740

Col. Lomas de Bezares

C.P. 11910, Mexico, D.F.

01-800-508-0000

Long Distance: 011-52 - 53 29 0 800

GM Mobility Program for Persons with Disabilities

This program, available to qualified applicants, can reimburse you up to $1,000 toward 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 program is available for a limited period of time from the date of vehicle purchase/lease. See your dealer for more details or call the GM Mobility Assistance Center at 1

Text telephone (TTY) users, call 1

800 323 9935.

800 833 9935.

GM of Canada also has a Mobility Program.

Call 1 800 GM DRIVE (463 7483) for details.

When calling from outside Canada, please dial

1 905 644 3063. All TTY users call 1 800 263 3830.

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Chevrolet Roadside Assistance Program

To enhance Chevrolet’s strong commitment to customer satisfaction, Chevrolet is excited to announce the establishment of the Chevrolet Roadside Assistance

Center. As the owner of a 2002 Chevrolet, membership in Roadside Assistance is free.

Roadside Assistance is available 24 hours a day,

365 days a year, by calling 1 800 CHEV-USA

(243 8872). This toll-free number will provide you over the phone roadside assistance with minor mechanical problems. If your problem cannot be resolved over the phone, our advisors have access to a nationwide network of dealer recommended service providers. Roadside membership is free; however some services may incur costs.

Roadside offers two levels of service to the customer,

Basic Care and Courtesy Care:

Roadside Basic Care provides:

D Toll free number, 1 800 CHEV USA (243-8872), text telephone (TTY) users, call 1 888 889 2438

D Free towing for warranty repairs

D Basic over the phone technical advice

D Available dealer services at reasonable costs

(i.e., wrecker services, locksmith/key service, glass repair, etc.)

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Roadside Courtesy Care provides:

D Roadside Basic Care services (as outlined previously)

Plus:

D FREE Non Warranty Towing (to the closest dealer from a legal roadway)

D FREE Locksmith/Key Service (when keys are lost on the road or locked inside)

D FREE Flat Tire Service (spare installed on the road)

D FREE Jump Start (at home or on the road)

D FREE Fuel Delivery ($5 of fuel delivered on the road)

Chevrolet offers Courtesy Transportation for customers needing warranty service. Courtesy Transportation will be offered in conjunction with the coverage provided by the Bumper to Bumper New Vehicle Limited Warranty to eligible purchasers of 2002 Chevrolet passenger cars and light duty trucks. (Please see your selling dealer for details.)

Courtesy Care is available to retail and retail lease customers operating 2002 and newer Chevrolet vehicles for a period of 3 years/36,000 miles (60 000 km), whichever occurs first. All Courtesy Care services must be pre arranged by Chevrolet Roadside or dealer service management.

Basic Care and Courtesy Care are not part of or included in the coverage provided by the New Vehicle

Limited Warranty. Chevrolet reserves the right to modify or discontinue Basic Care and Courtesy Care at any time.

The Roadside Assistance Center uses companies that will provide you with quality and priority service.

When roadside services are required, our advisors will explain any payment obligations that may be incurred for utilizing outside services.

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For prompt assistance when calling, please have the following available to give to the advisor:

D Vehicle Identification Number (VIN)

D License plate number

D Vehicle color

D Vehicle location

D Telephone number where you can be reached

D Vehicle mileage

D Description of problem

Canadian Roadside Assistance

Vehicles purchased in Canada have an extensive

Roadside Assistance program accessible from anywhere in Canada or the United States. Please refer to the

Warranty and Owner Assistance Information book or call 1 800 268 6800 for emergency services.

Courtesy Transportation

Chevrolet has always exemplified quality and value in its offering of motor vehicles. To enhance your ownership experience, we and our participating dealers are proud to offer Courtesy Transportation, a customer support program for new vehicles.

The Courtesy Transportation program is offered to retail purchase/lease customers in conjunction with the Bumper to Bumper coverage provided by the

New Vehicle Limited Warranty. Several transportation options are available when warranty repairs are required. This will reduce your inconvenience during warranty repairs.

Plan Ahead When Possible

When your vehicle requires warranty service, you should contact your dealer and request an appointment.

By scheduling a service appointment and advising your service consultant of your transportation needs, your dealer 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, let them know this, and ask for instructions.

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If the dealer requests that you simply drop the vehicle off for service, you are urged to do so as early in the work day as possible to allow for same day repair.

Transportation Options

Warranty service can generally be completed while you wait. However, if you are unable to wait Chevrolet helps minimize your inconvenience by providing several transportation options. Depending on the circumstances, your dealer can offer you one of the following:

Shuttle Service

Participating dealers can provide you with shuttle service to get you to your destination with minimal interruption of your daily schedule. This includes a one way shuttle ride to a destination up to 10 miles from the dealership.

Public Transportation or Fuel Reimbursement

If your vehicle requires overnight warranty repairs, reimbursement up to $30 per day (five days maximum) may be available for the use of public transportation such as taxi or bus. In addition, should you arrange transportation through a friend or relative, reimbursement for reasonable fuel expenses up to

$10 per day (five day maximum) may be available.

Claim amounts should reflect actual costs and be supported by original receipts.

Courtesy Rental Vehicle

When your vehicle is unavailable due to overnight warranty repairs, your dealer may arrange to provide you with a courtesy rental vehicle or reimburse you for a rental vehicle you obtained, at actual cost, up to a maximum of $30.00 per day supported by receipts.

This requires that you sign and complete a rental agreement and meet state, local and rental vehicle provider requirements. 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.

Generally it is not possible to provide a like vehicle as a courtesy rental.

Additional Program Information

Courtesy Transportation is available during the

Bumper to Bumper warranty coverage period, but it is not 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.

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Courtesy Transportation is available only at participating dealers and 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.

Canadian Vehicles: For warranty repairs during the

Complete Vehicle Coverage period of the General

Motors of Canada New Vehicle Limited Warranty, alternative transportation may be available under the

Courtesy Transportation Program. Please consult your dealer for details.

General Motors reserves the right to unilaterally modify, change or discontinue Courtesy Transportation at any time and to resolve all questions of claim eligibility pursuant to the terms and conditions described herein at its sole discretion.

Warranty Information

Your vehicle comes with a separate warranty booklet that contains detailed warranty information.

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 General Motors.

If NHTSA receives similar complaints, it may open an investigation, and if it finds 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 dealer or

General Motors.

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

GENERAL MOTORS

In addition to notifying NHTSA (or Transport Canada) in a situation like this, we certainly hope you’ll notify us.

Please call us at 1 800 222 1020, or write:

Chevrolet Motor Division

Chevrolet Customer Assistance Center

P.O. Box 33170

Detroit, MI 48232 5170

In Canada, please call us at 1 800 263 3777 (English) or 1 800 263 7854 (French). Or, write:

General Motors of Canada Limited

Customer Communication Centre, 163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

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SERVICE PUBLICATIONS ORDERING INFORMATION

Service Manuals

Service Manuals have the diagnosis and repair information on engines, transmission, axle, suspension, brakes, electrical, steering, body, etc.

RETAIL SELL PRICE: $120.00

Transmission, Transaxle, Transfer Case

Unit Repair Manual

This manual provides information on unit repair service procedures, adjustments and specifications for GM transmissions, transaxles and transfer cases.

RETAIL SELL PRICE: $50.00

Service Bulletins

Service Bulletins give technical service information needed to knowledgeably service General Motors cars and trucks. Each bulletin contains instructions to assist in the diagnosis and service of your vehicle.

Owner’s Information

Owner publications are written specifically for owners and intended to provide basic operational information about the vehicle. The owner’s manual will include the

Maintenance Schedule for all models.

In Portfolio: Includes a Portfolio, Owner’s Manual and

Warranty Booklet.

RETAIL SELL PRICE: $35.00

Without Portfolio: Owner’s Manual only.

RETAIL SELL PRICE: $25.00

Current and Past Model Order Forms

Service Publications are available for current and past model GM vehicles. To request an order form, please specify year and model name of the vehicle.

ORDER TOLL FREE: 1-800-551-4123 – Monday-Friday 8:00 AM – 6:00 PM Eastern Time

Visit Helm, Inc. on the World Wide Web at: www.helminc.com

For Credit Card Orders Only (VISA-MasterCard-Discover)

Helm, Incorporated

S P.O. Box 07130 S Detroit, MI 48207

Prices are subject to change without notice and without incurring obligation. Allow ample time for delivery.

Note to Canadian Customers: All listed prices are quoted in U.S. funds.

Canadian residents are to make checks payable in U.S. funds.

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