Customer Satisfaction Procedure
At Saturn, we are committed to the concept of total customer satisfaction. We have made a commitment to provide our customers with unparalleled service, before, during, and after the purchase of a Saturn vehicle. We call this concept the Saturn Difference. If, for any reason, your ownership experience falls below expectations, we suggest you take the following action:
STEP ONE: Contact the Retailer's Customer Assistance Liaison. Any member of retail management; general manager or service manager has the training, authority, and the desire to quickly and effectively answer and resolve your questions, problems, or concerns.STEP TWO: Contact the Saturn Customer Assistance Center. Should you need additional assistance after contacting your retailer call the Saturn Customer Assistance Center at: 1-800-553-6000. We encourage you to call the toll-free number in order to give your inquiry prompt attention. A Saturn Customer Assistance Center Team Member will handle your call and assist in providing product and warranty information, nearest retailer locations, roadside assistance, brochures, literature, and discuss any concerns you may have. In the event that you desire 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
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 current mileage on your vehicle |
| • | The retailer name and location |
| • | Your daytime and evening phone numbers |
| • | Nature of concern |
When contacting Saturn, remember that your concern will likely be resolved at a retailers facility. That is why we suggest you follow Step One first if you have a concern.
Notification of Name/Address Change
If you have purchased a previously owned Saturn or have changed your name or address, provide this information to your nearest retail facility service department or the customer assistance center.
Participation in Better Business Bureau Mediation/Arbitration Program
Both Saturn and your retailer 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 Autoline 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
www.lemonlaw.bbb.orgArlington, 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. Saturn 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, Saturn 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:
Saturn Repair/Replace Law Coordinator
Saturn Customer Assistance Center
100 Saturn Parkway
Mail Code 371-999-S22
Spring Hill, TN 37174-1500
Assistance For Text Telephone (TTY) Users
To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), Saturn has TTY equipment available at its Customer Assistance Center.
The TTY for the Saturn Customer Assistance Center is:
1-800-TDD-6000
Warranty Information for California Only
California Civil Code Section 1793.2(d) requires that, if Saturn 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, Saturn 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 Saturn 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 Saturn or its agents AND the buyer or lessee has directly notified Saturn of the need for the repair of the nonconformity. |
| • | The same nonconformity has been subject to repair four or more times by Saturn or its agents AND the buyer has notified Saturn of the need for the repair of the nonconformity. |
| • | The vehicle is out of service by reason of repair nonconformities by Saturn or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer. |
Special Policy Adjustment Programs Beyond the Warranty Period
Saturn is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Saturn 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 Saturn retailer or the Saturn 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 Satisfaction Procedure
Your satisfaction and goodwill are important to your Saturn retailer and to General Motors of Canada Limited. Normally, any questions or concerns with the sales transaction or the operation of your vehicle will be resolved by your retailer'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 your retailer's management team. Normally, concerns can be resolved at that level. If the concern has already been reviewed with the Sales, Service or Parts Manager, contact the owner of the retailer facility or the General Manager.
STEP TWO - If after contacting a member of your retailer's management team, it appears your concern cannot be resolved at the retail facility without further help, contact the Saturn Customer Communication Centre by calling 1-800-263-1999, 7:30 a.m. to 11:30 p.m. Eastern Standard Time.
A Customer Communication Centre Advisor will handle your call and assist in providing product and warranty information, nearest retailer locations, brochures, literature, and discuss any concerns you may have.
From 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 attached to the left top of the instrument panel and visible through the windshield.) |
| • | Retailer name and location |
| • | Vehicle's delivery date and present odometer reading |
| • | Nature of the concern |
Customers are encouraged to call the toll-free number for assistance. However, if a customer wishes to write, the letter should be addressed to : Saturn Customer Communication Centre, 1908 Colonel Sam Drive, Oshawa, Ontario L1H 8P7.
When contacting General Motors of Canada Limited, please remember your concern will likely be resolved with the Saturn retailer, using the retailer's facilities, equipment and personnel. That 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 us Text Telephone (TTY's), General Motors of Canada Limited has TTY equipment available at its Saturn Customer Communication Centre in Oshawa, Ontario. Any TTY user can communicate with the Saturn Customer Communication Centre by dialing this toll-free number: 1-800-263-3830.
Courtesy Transportation
For warranty repairs during the COMPLETE VEHICLE COVERAGE period in the Saturn Limited Warranty, interim transportation may be available under the Courtesy Transportation Program. Please consult your retailer for details.
Special Policy Adjustment Programs Beyond The Warranty Period
Saturn is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Saturn Corporation or 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 Saturn retailer or call the Saturn 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 Assistance Advisor.
Canada - Saturn
Saturn Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-1999
1-800-263-3038*
United States - Saturn
Saturn Assistance Centre
100 Saturn Parkway
P.O. Box 1500
Springhill, Tennessee 37174-1500
1-800-553-6000
1-800-833-6000*
* For use with Text Telephone devices (TTY's)
