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.

General Motors of Canada Limited Participation in the Mediation/Arbitration Program

STEP THREE: 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 approximately 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. Alternatively you may call the General Motors Customer Communication Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or you may 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 your Vehicle Identification Number (VIN).

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

If your vehicle requires warranty repairs during the 5 year/160 000 kilometres (8 year/160 000 kilometres for the GMC Yukon and Chevrolet Tahoe Two-mode Hybrid, GMC Sierra and the Chevrolet Silverado Two-mode Hybrid vehicles) coverage period, alternate transportation and/or reimbursement of certain transportation expenses are available under the Courtesy Transportation Program. Several transportation options are available. Consult your dealer or refer to the owner manual for details.

Courtesy Transportation is not part of or included in the coverage provided by the General Motors of Canada Limited Warranty. General Motors of Canada Limited reserves the right to make any changes to, or discontinue the Courtesy Transportation program at any time without notification.

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. Check with your General Motors dealer or call GM's Customer Communication Centre 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

www.gmcanada.com

BUICK

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

1-800-521-7300

*1-800-832-8425

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

HUMMER

Hummer Customer Assistance Center
P.O. Box 33177
Detroit, Michigan 48232-5177

1-866-486-6376

*1-800-462-8583

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)

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:

Refer to the web for updated information.

To register your vehicle, visit My GM Canada within www.gmcanada.com.