1997 OWNER PROTECTION PLAN HIGHLIGHTS
Date: July 1, 1996
Subject: 1997 Owner Protection Plan Highlights
To: Saturn Retailers and General Managers
We are pleased to announce that Saturn will retain the outstanding coverage, features and customer value of previous Owner Protection Plans for the 1997 model year. It is important to note that a sampling of Saturn Retailers representing the Customer Experience Task Force, along with the Franchise Operations Team (FOT), participated in the development process for the 1997 Owner Protection Plan.
"Bumper-to-Bumper" Warranty
The "Bumper-to-Bumper" New Car Limited Warranty, Federal Emission Control Warranties and California Emission Control Warranties remain unchanged for 1997.
Saturn Service Plans
With input from the Customer Experience Task Force, FSMS, and other partners, the 1997 Saturn Service Plan will continue to be the finest service contract in the industry. All Saturn Service Plan changes, for the 1997 model year, will take effect on October 1, 1996. The enhancements listed below will continue to make SSP the best price/value package in the industry, creating a win/win for customers, Retailers and Saturn:
1) Saturn Service Plan eligibility has been enhanced. Customers now may purchase Extended Vehicle Coverage or Extended Powertrain Coverage at any time during the 3 year/36,000 mile bumper-to-bumper warranty. Customers will enjoy the new car service contract price up until 6 months from the original in-service date. After 6 months and prior to the expiration of the 3 year/36,000 mile bumper-to-bumper warranty a surcharge will be applied.
2) A 36 month/36,000 mile upgrade is available for purchasers of Red Label Used Cars which are outside the manufacture's warranty. This plan upgrade is ONLY available at the time of used vehicle purchase.
Again, details, pricing and program materials will be provided under separate correspondence in the near future. Until October 1, 1996, you should continue to use current program pricing and materials.
Roadside Assistance
The Saturn Roadside Assistance program remains unchanged for 1997. Note: For those owners who elect SSP coverage, they will be covered for any towing and road service up to a maximum of $100.
Moneyback Guarantee
The Moneyback Guarantee (MBG) program has been described by our retail partners as: "Unique to Saturn, provides competitive advantage, differs us from the other makes ... that's hard to do. " In addition, the MBG assists in the launch of new Marketing Areas. For these very reasons, the Moneyback Guarantee Program will remain unchanged for the 1997 model year. With your continued support, this program will be a key factor in providing the "Saturn Difference" to all of our customers.
We think you will agree that the 1997 Owner Protection Plan continues to give our owners one of the best protection and assistance programs in the industry and complements our new model extremely well. In addition, we want to recognize and commend you for your outstanding support and execution of this program, your effort has truly made the "Saturn Difference" a reality. Together, we can continue to provide the framework to build and maintain strong, long-term customer enthusiasm, fortifying our relationship marketing strategy.
Sincerely,
Customer and Retail Support Team
GOTCHA COVERED
Important as it may be, the vehicle warranty probably isn't the first thing that comes to mind when you s to purchase a car.
And that's understandable. If you're like most people, you figure that just about any new car these days will come with a pretty good protection package.
And you're right. Most do.
However, as is our way, we took a few extra steps beyond the warranty and beyond "pretty good." Those steps include a 24-Hour Roadside Assistance Program just in case-perish the thought-you experience a problem. They also include a Moneyback Guarantee, meaning you can bring your Saturn back if you're not completely satisfied. The way we see it, building a good, reliable car is half the battle. Building a good, reliable company is the other.
Hopefully, our Owner Protection Plan demonstrates our commitment to providing both.
"BUMPER TO BUMPER" WARRANTY
It does precisely what the name implies: covers virtually everything from the front bumper to the rear for the first 3 years or 36,000 miles-whichever comes first. During the warranty period, we'll pay for repairs to correct any vehicle defect related to materials or workmanship.
About the only thing it doesn't include are your tires, which Firestone covers separately.
And something you'll really like about this limited warranty is that it has no deductibles. Plus, the remaining coverage carries over to the next owner at no additional cost.
24-HOUR ROADSIDE ASSISTANCE
You'll be enrolled in this program from the minute you purchase or lease a Saturn throughout the term of your car's "Bumper to Bumper" warranty.
Which means that if you ever do need assistance, all you need to do is give us a call at 1-800-553-6000, and we'll take it from there. We'll arrange for towing service and other assistance you night need. And if it turns out that the problem stems from a warranty-covered defect, we'll pick up the cost of the tow.
You can expect an information packet and an ownership card in the mail within a few weeks after you take delivery of your Saturn. If it doesn't come, be sure to let us know.
OWNER ASSISTANCE
If you need any help, or perhaps just have questions about your car, you can call your Retailer and ask for your Customer Assistance Liaison, who will personally make sure your requests are handled. Or, you could take advantage of a direct link to Saturn by calling a Saturn Assistance Center team member. The toll-free number is 1-800-553-6000.
SATURN SERVICE PLAN
We realize that for every Saturn owner, there are different needs. That's why we offer several Saturn Service Plan options to supplement your warranty coverage: we have coverage for the powertrain only, another that covers virtually the entire car, and a plan that covers all regularly scheduled maintenance recommended by Saturn. Together with the Owner Protection Plan features, the Saturn Service Plan-fully backed by Saturn offer you greater convenience and added peace of mind.
MONEYBACK GUARANTEE
As you can imagine, this isn't something we would offer if we weren't pretty confident that you're going to enjoy your Saturn and want to hang on to it.
In a nutshell, the policy is that you can return a vehicle if you're not completely satisfied-just so long as it's within the first 30 days or 1,500 miles of ownership, whichever comes first. You can either select another Saturn or get a full refund of the purchase price.
It's as simple as that. Well, almost.
To understand what's eligible, what's excluded, and how the program works, see the Moneyback Guarantee Program Provisions on the back.
MONEYBACK GUARANTEE PROGRAM PROVISIONS --------------------
What's eligible...
- All new and unused 1997 Saturn vehicles returned by the original retail purchaser/lessee within the first 30 days or 1,500 miles of delivery, whichever comes first.
- The vehicle must currently be owned/leased by the original retail purchaser/lessee.
- The vehicle must be returned in the condition in which it was delivered, without damage or excessive wear and tear.
- Any vehicle returned will be inspected for damage and excessive wear and tear. If non-warranty repairs equal to or greater than $300 have been performed or are necessary, the vehicle is not eligible to be returned. If less than $300, the damage repair estimate will be deducted from the refund/credit.
What's excluded... ------------------
Fleet vehicles, either purchased or leased.
- Vehicles used for livery, taxi, or delivery services.
- Vehicles previously returned under the Moneyback Guarantee Program.
- Vehicles acquired in a transaction other than retail purchase/lease.
- 1997 vehicles acquired in exchange for 1996 vehicles returned under the 1996 Moneyback Guarantee Program.
- Vehicles that have had non-Saturn aftermarket accessories installed, unless installation was performed or sublet by a Saturn Retailer.
- Vehicles used for Saturn/GM company use.
- Used or demonstrator vehicles.
- Customers who previously returned a 1997 vehicle under this program.
How the program works... ------------------------
- You must return your Saturn to the Retailer you purchased or leased it from.
- You must have all your transaction documents, including the sales/lease contract, license, and registration.
Saturn will refund:
* title, tax, and license/registration fees on the returned vehicle only when these items are not refundable by a government agency.
* charges associated with cancellation of a lease.
* administrative charges (including any prepayment penalty) for the original vehicle financing, but not the interest due at the time of return. You will be responsible for any interest and principle balance due so that a free and clear tide may be obtained.
* the purchase price of any Saturn Service Plan or Retailer installed Saturn accessories which you purrchased.
* the purchase price of any non-Saturn aftermarket accessory installation performed or sublet by the Saturn Retailer and any other miscellaneous Retailer charges.
- You and your Retailer are responsible for obtaining refunds for non-Saturn extended service plans.
- Vehicle insurance and credit life insurance and/or disability insurance are considered separate transactions from the vehicle purchase or lease transaction. Any related expenses are your sole responsibility.
- If your new car transaction included a trade-in vehicle, and the trade-in value was applied toward the price of the new Saturn, then the previously agreed upon trade-in value will be used in determining your refund/credit. (This trade-in value is important, since the vehicle you traded in may not be available to be returned to you if you use this program.)
- If you return your Saturn and select another one that must be ordered, Saturn will not provide alternate transportation or allow you to keep the original car until the new one arrives.
FOR MORE INFORMATION... -----------------------
If you have any questions about our Owner Protection' Plan, please contact your Retailer or call the Saturn Assistance Center at l-8OO-S53-6000. If you want to know more about our "Bumper to Bumper" New Car Limited Warranty, just refer to your Warranty and Owner Assistance Information Booklet.
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
