Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealership and to General Motors. Normally, any questions or concerns regarding the sales transaction or the operation of your vehicle will be resolved by your dealership'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 concern 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 at the dealership without further help, contact the Canadian Cadillac Customer Communication Centre in Oshawa by calling 1-888-446-2000, 7:30 a.m. to 11:30 p.m. Eastern Standard Time. (In the U.S. contact the listed Cadillac Customer Assistance Centre.)
For prompt assistance, please have the following information available to give to the Customer Communication Advisor:
| • | Your name, address, home and business telephone number |
| • | Vehicle Identification Number (This is available from the vehicle registration or title, or the plate above the left top of the instrument panel and visible through the windshield.) |
| • | Dealership name and location |
| • | Vehicle's delivery date and present odometer reading |
| • | Nature of concern |
General Motors encourages customers to call its toll-free number for assistance. However, if a customer wishes to write to General Motors, the letter should be addressed to General Motors Customer Communication Centre in Oshawa. Refer to "Customer Assistance Offices" for the address or refer to "Owner Assistance Request Form" for a convenient form for your use.
When contacting General Motors, please remember your concern will likely be resolved at the dealership, using the dealer's facilities, equipment and personnel. This is why we suggest you follow Step One first if you have a concern.
Customer Assistance for Text Telephone (TTY) Users
To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), General Motors of Canada Limited has TTY equipment available at its Customer Communication Centre in Oshawa, Ontario.
Any TTY user can communicate with GM by dialing this toll-free number: 1-800-263-3830.
Cadillac Roadside Service
General Motors of Canada Limited is proud to offer new Cadillac buyers the response, security and convenience of the 24-hour Cadillac Roadside Service Program. Please refer to your Owner's Manual for details, or consult your dealer. The toll-free number for Cadillac Roadside Service is 1-800-882-1112.
Courtesy Transportation
For warranty repairs during the BASE WARRANTY COVERAGE period in the New Vehicle Limited Warranty, interim transportation may be available under the Courtesy Transportation Program. Please consult your dealer for details.
Special Policy Adjustment Programs Beyond the Warranty Period
General Motors of Canada Limited is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when General Motors of Canada Limited will establish a Special Policy Adjustment program to pay all or part of the cost of certain repairs not covered by the warranty or to reimburse certain repair expenses you may have incurred. From time to time, check with your Cadillac dealership or call GM's Customer Communication Centre Toll Free "800" number to determine whether any Special Policy Adjustment program is applicable to your vehicle. When you make an inquiry, you will need to give the year, model and odometer reading of your vehicle and your Vehicle Identification Number (VIN).
Customer Assistance Offices
When calling for assistance, ask for the Customer Communication Centre Advisor.
CANADA
Canadian Cadillac Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-888-446-2000
*1-800-263-3830
Roadside Service: 1-800-882-1112
UNITED STATES
Customer Assistance Center
Cadillac Motor Car Division
P.O. Box 33169
Detroit, MI 48232-5169
1-800-458-8006
*1-800-833-2622
Roadside Service: 1-800-882-1112
*(For Text Telephone devices (TTYs))
From:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
1-800-496-9994
313-381-0022
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
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and to Cadillac. 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 dealer 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 dealer facility or the general manager.STEP TWO: If after contacting a member of dealer management, it appears your concern cannot be resolved by the dealer without further help contact the Cadillac Customer Assistance Center by calling 1-800-458-8006. In Canada, contact GM of Canada Central Office in Oshawa by calling 1-800-263-3777: English or 1-800-263-7854: French. For resolution of issues related to the Cadillac Professional Vehicle, contact 1-800-43-FLEET (1-800-433-5338). 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:
| • | The Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate above the left top of the instrument panel and visible through the windshield. |
| • | The dealer name and location |
| • | The vehicle's delivery date and present mileage |
When contacting Cadillac, 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 GM and your GM 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 BBB Auto Line Program to enforce any additional rights you may have.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 are required to resort to this informal dispute resolution program prior to filing any 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 22203-1804
www.lemonlaw.bbb.org
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. GM reserves the right to change eligibility limitations and/or to discontinue its participation in this program.
State Warranty Enforcement Laws
Laws in many states permit owners to obtain a replacement vehicle or a refund of the purchase price under certain circumstances. The provisions of these laws vary from state to state. To the extent allowed by state law, GM requires that you first provide us with written notification of any service difficulty you have experienced so that we have an opportunity to make any needed repairs before you are eligible for the remedies provided by these laws. Your written notification should be sent to the Cadillac Customer Assistance Center.
Assistance For Text Telephone (TTY) Users
To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), Cadillac has TTY equipment available at its Customer Assistance Center and Roadside Assistance Center.
The TTY for the Cadillac Customer Assistance Center is:
1-800-833-2622 in the United States
1-800-263-3830 in Canada
The TTY for the Cadillac Roadside Assistance Center is:
1-888-889-2438 in the U.S. and Canada
Cadillac Roadside Assistance
Cadillac is proud to offer the response, security, and convenience of Cadillac's 24-Hour Roadside Service. Refer to your owner manual for details, or consult your dealer. The Cadillac Roadside Assistance Center can be reached by calling 1-800-882-1112.
Cadillac Courtesy Transportation
During the Bumper-to-Bumper Warranty coverage period, interim transportation may be available under the Cadillac Gold Key Courtesy Transportation Program. Consult your dealer for details.
Warranty Information for California Only
California Civil Code Section 1793.2(d) requires that, if GM or its representatives are unable to repair a new motor vehicle to conform to the vehicle's applicable express warranties after a reasonable number of attempts, GM shall either replace the new motor vehicle or reimburse the buyer the amount paid or payable by the buyer. California Civil Code Section 1793.22(b) creates a presumption that GM has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within 18 months from delivery to the buyer or 18,000 miles on the vehicle's odometer, whichever occurs first, one or more of the following occurs:
| • | The same nonconformity results in a condition that is likely to cause death or serious bodily injury if the vehicle is driven AND the nonconformity has been subject to repair two or more times by GM or its agents AND the buyer or lessee has directly notified GM of the need for the repair of the nonconformity. |
| • | The same nonconformity has been subject to repair four or more times by GM or its agents AND the buyer has notified GM of the need for the repair of the nonconformity. |
| • | The vehicle is out of service by reason of repair nonconformities by GM or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer. |
NOTICE TO GENERAL MOTORS AS REQUIRED ABOVE SHALL BE SENT TO THE FOLLOWING ADDRESS:
General Motors Corporation
P.O. Box 33170
Detroit, MI 48232-5170
Fax Number: 1-866-962-2868
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.
Special Policy Adjustment Programs Beyond the Warranty Period
Cadillac is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Cadillac will establish a special policy adjustment program to pay all or part of the cost of certain repairs not covered by the warranty or to reimburse certain repair expenses you may have incurred. Check with your Cadillac dealer or call the Cadillac Customer Assistance Center to determine whether any special policy adjustment program is applicable to your vehicle.
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.
Customer Assistance Offices
Cadillac encourages customers to call the toll-free telephone number for assistance. However, if you wish to write or e-mail Cadillac, refer to the address below.
United States
Cadillac Customer Assistance Center
P.O. Box 33169
Detroit, MI 48232-5169
www.Cadillac.com
1-800-458-8006
1-800-833-2622 (For Text Telephone devices (TTYs))
Roadside Service:
1-800-882-1112
Fax Number: 1-866-962-2868
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
Fax Number: 313-381-0022
1-800-496-9994
Fax Number: 313-381-0022
Canada
Customer Assistance Centre, CA1-163-005
General Motors of Canada Limited
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: 1-800-882-1112
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
Online Owner Center
The Online Owner Center is a resource for your GM ownership needs. Specific vehicle information can be found in one place.
The Online Owner Center allows you to:
| • | Get e-mail service reminders. |
| • | Access information about your specific vehicle, including tips and videos and an electronic version of this warranty manual. |
| • | 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. |
Refer to the web for updated information.
To register your vehicle, visit www.MyGMLink.com.
