Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealership and to General Motors. Normally, any questions or concerns with 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 dealer management. 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 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 Customer Communication Centre in Oshawa by calling 1-800-263-3777 (English), 1-800-263-7854 (French) 7:30 a.m. to 11:30 p.m. Eastern Standard Time. (For Customer Assistance Offices in the U.S. contact the listed General Motors Division Customer Assistance Office.)

For prompt assistance, please have the following information available to give to the Customer Communication Advisor:

General Motors encourages customers to call their 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. The address is listed under "Customer Assistance Offices".

When contacting General Motors, please remember your concern will likely be resolved in 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.

Courtesy Transportation

For warranty repairs during the COMPLETE VEHICLE COVERAGE period in the General Motors of Canada GM Total™ 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 General Motors 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

Customer Communication Centre
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

BUICK

Customer Assistance Center
P.O. Box 33136
Detroit, Michigan 48232-5136

1-800-521-7300

*1-800-832-8425

CADILLAC

Customer Assistance Center
P.O. Box 33169
Detroit, Michigan 48232-5169

1-800-458-8006

*1-800-833-2622

CHEVROLET

Customer Assistance Center
P.O. Box 33170
Detroit, Michigan 48232-5170

1-800-222-1020

*1-800-833-2438

GMC TRUCK

Pontiac-GMC
Customer Assistance Center
P.O. Box 33172
Detroit, Michigan 48232-5172

1-800-462-8782

*1-800-462-8583

OLDSMOBILE

Customer Assistance Center
P.O. Box 33171
Detroit, Michigan 48232-5171

1-800-442-6537

*1-800-833-6537

PONTIAC

Pontiac-GMC
Customer Assistance Center
P.O. Box 33172
Detroit, Michigan 48232-5172

1-800-762-2737

*1-800-833-7668

From:

From Puerto Rico:

1-800-496-9992 (English)

1-800-496-9993 (Spanish)

U.S. Virgin Islands

1-800-496-9994

Fax Number:

313-381-0022

All Overseas Offices

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

*For use with Text Telephone devices (TTYs)