Section 8 Customer Assistance Information

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 ................8-7

Roadside Assistance Program ..........................8-8

Scheduling Service Appointments ....................8-10

Courtesy Transportation Program ....................8-10

Collision Damage Repair ................................8-12

Reporting Safety Defects ................................8-15

Reporting Safety Defects to the United States

Government ..............................................8-15

Reporting Safety Defects to the Canadian

Government ..............................................8-16

Reporting Safety Defects to

General Motors .........................................8-16

Service Publications Ordering Information .........8-16

Vehicle Data Recording and Privacy ................8-17

Event Data Recorders ...................................8-18

OnStar ® ......................................................8-19

Radio Frequency Identification (RFID) ..............8-19

Radio Frequency Statement ...........................8-19

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2010 - Chevrolet Colorado Owner Manual

Customer Assistance and

Information

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 the vehicle will be resolved by the 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.

STEP TWO: If after contacting a member of dealership management, it appears your concern cannot be resolved by the dealership without further help, in the

U.S., call the Chevrolet Customer Assistance Center at

1-800-222-1020. In Canada, call General Motors of

Canada Customer Communication Centre at

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. Have the following information available to give the Customer

Assistance Representative:

•

Vehicle Identification Number (VIN). 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.

• Dealership name and location.

• Vehicle delivery date and present mileage.

When contacting Chevrolet, remember that your concern will likely be resolved at a dealer’s facility. That is why we suggest following Step One first.

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STEP THREE — U.S. Owners: 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 can file with the Better Business Bureau (BBB) Auto Line

Program to enforce your rights.

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.

You may contact the BBB Auto Line Program using the toll-free telephone number or write 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. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.

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STEP THREE — Canadian Owners: 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 wants you to be aware of its participation in a no-charge Mediation/Arbitration

Program. 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 about 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, or call the General Motors

Customer Communication Centre, 1-800-263-3777

(English), 1-800-263-7854 (French), or write to:

The 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

Your inquiry should be accompanied by the Vehicle

Identification Number (VIN).

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Online Owner Center

Online Owner Center (U.S.) — www.gmownercenter.com/chevrolet

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 Chevrolet dealers for service nationwide

• Exclusive privileges and offers

• Recall notices for your specific vehicle

•

OnStar ® and GM Cardmember Services Earnings summaries

Other Helpful Links:

Chevrolet — www.chevrolet.com

Chevrolet Merchandise — www.chevymall.com

Help Center — www.chevrolet.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.

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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 in the U.S. 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. However, if a customer wishes to write or e-mail Chevrolet, the letter should be addressed to:

United States — Customer Assistance

Chevrolet Motor Division

Chevrolet Customer Assistance Center

P.O. Box 33170

Detroit, MI 48232-5170

Chevrolet.com

1-800-222-1020

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

Roadside Assistance: 1-800-CHEV-USA (243-8872)

From Puerto Rico:

1-800-496-9992 (English)

1-800-496-9993 (Spanish)

From U.S. Virgin Islands:

1-800-496-9994

Canada — Customer Assistance

General Motors of Canada Limited

Customer Communication Centre, CA1-163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7 gmcanada.com

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

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Overseas — Customer Assistance

Please contact the local General Motors Business Unit.

Mexico, Central America and

Caribbean Islands/Countries

(Except Puerto Rico and U.S. Virgin

Islands) — Customer Assistance

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 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.

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Roadside Assistance Program

For U.S. purchased vehicles, call 1-800-CHEV-USA

(1-800-243-8872); (Text telephone (TTY):

1-888-889-2438) .

For Canadian purchased vehicles, call 1-800-268-6800 .

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. Chevrolet and General Motors of

Canada Limited reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

Chevrolet 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.

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• Emergency Tow From a Public Road or Highway:

Tow to the nearest Chevrolet dealer 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 the 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.

• 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.

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• 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 dealers are proud to offer Courtesy

Transportation, a customer support program for vehicles with the New Vehicle Limited Warranty (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.

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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.

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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.

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 eligibility pursuant to the terms and conditions described herein at its sole discretion.

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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 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 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 the quality 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.

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If a Crash Occurs

Here is what to do if you are involved in a crash.

•

Check to make sure that you are all right. If you are uninjured, make sure that no one else in your vehicle, or the other vehicle, is injured.

• 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 your vehicle only if its position puts you in danger or you are instructed to move it by a police officer.

• Give only the necessary and requested information to police and other parties involved in the crash. Do not discuss your personal condition, mental frame of mind, or anything unrelated to the crash. This will help guard against post-crash legal action.

•

If you need roadside assistance, call GM Roadside

Assistance. See Roadside Assistance Program on page 8-8 for more information.

• If your vehicle cannot be driven, know where the towing service will be taking it. Get a card from the tow truck operator or write down the driver’s name, the service’s name, and the phone number.

• Remove any valuables from your vehicle before it is towed away. Make sure this includes your insurance information and registration if you keep these items in your vehicle.

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• Gather the important information you will need from the other driver. Things like name, address, phone number, driver’s license number, vehicle license plate, vehicle make, model and model year, Vehicle

Identification Number (VIN), insurance company and policy number, and a general description of the damage to the other vehicle.

• If possible, call your insurance company from the scene of the crash. They will walk you through the information they will need. If they ask for a police report, phone or go to the police department headquarters the next day and you can get a copy of the report for a nominal fee. In some states/provinces with “no fault” insurance laws, a report may not be necessary. This is especially true if there are no injuries and both vehicles are driveable.

• Choose a reputable collision repair facility for your vehicle. Whether you select a dealer/retailer or a private collision repair facility to fix the damage, make sure you are comfortable with them.

Remember, you will have to feel comfortable with their work for a long time.

• Once you have an estimate, read it carefully and make sure you understand what work will be performed on your vehicle. If you have a question, ask for an explanation. Reputable shops welcome this opportunity.